客户体验总监 Quality Controller & Director of Guest experience

持续性地提升酒店客户体验以及线上知名度、监督工作成效及客户反馈，在酒店中代表客户提出意见，为总经理及部门领导达成正向结果、设定客户体验目标提供支持。确保酒店完全服从品牌保证项目及品牌运营标准，并负责项目的执行、跟进以及质量项目，其中包括旨在确保品牌一致性同时支持最佳客户体验及提升满意度的相关培训。
This position has as its key objective the continualimprovement of the Guest Experience and Online Reputation of the hotel,monitoring performance and guest feedback, being the Voice of the Guest at thehotel, supporting GM and HODs on achieving positive results and defined GuestExperience targets. Ensure full compliance of the Brand AssuranceProgram and Operational Brand Standards at the property, the implementation andfollow-up of brand and quality programs, including related training programs,with the aim of ensuring brand consistency while supporting optimal guestexperience and increased satisfaction.
领导并支持酒店所有与客户体验有关的活动Leads and supports all Guest Experience initiatives at the property在酒店建立起以客户为中心的文化，并在所有部门代表中明确客户体验的重要性Driving a guest centric culture in the hotel and create awareness and understanding among all Ambassadors on the importance of guest experience日常性地进行客户满意度及客户反馈的审查工作，能识别趋势并发掘可以提升的领域，并把相关信息分享给相关人员Reviews guest satisfaction and feedback daily, identifies trends and areas for improvement on a regular basis and shares with relevant stakeholders与所有相关人员一同针对品牌保证项目、品牌的要求及质量方案进行有效地审查与沟通Reviews and communicates the Brand Assurance Program and all new brand/quality initiatives effectively to all stakeholders开展常规的针对品牌运营标准及其他质量项目的酒店自查活动Conducts regular property self-assessments on the Operational Brand Standards and other quality programs与部门领导一同进行品牌保证审查的准备工作并提供相应支持Works with and supports Department Heads to prepare for Brand Assurance audits与酒店团队一同参与品牌运营标准的年度修订工作Participates to the annual revision of Operational Brand Standards with teams在酒店内领导并建立一支客户体验工作团队以进行深入地自查并发现进一步提升的空间及解决方案Leads and develops a team of Guest Experience Champions within the hotel to conduct deep dives/self-assessments and identify improvement opportunities and solutions对各部门神秘访客提出的管理层行动计划进行审核，并对部门领导展开的计划实施工作进行跟进并提供支持Reviews MAPs proposed by each department post Mystery Visit and supports and follows up implementation by Department Heads与客人进行直接沟通以收集直接反馈并发掘更多的收集内部反馈的新方法Have direct contact with guests to collect direct feedback and facilitate new ways of collecting more in-house feedback与部门领导进行紧密合作以定期评估并传达服务标准Work closely with Department Heads to assess service standards and delivery on a regular basis确保在社交媒体网站或旅游网站等上发布的内容反馈进行回应，Ensure respond to all Guest feedback.根据要求参加区域/全球客户体验会议/培训Attends Regional/Global Guest Experience meetings/training as required
职业背景及教育经历 Qualification and Experience
旅游管理或酒店相关专业本科/大专学历；Bachelor’s Degree in Hospitality/HR or related areas;熟练掌握Microsoft Outlook and Microsoft Office等相关软件；Strong user knowledge of Microsoft Outlook and Microsoft Officetools;5年以上奢华品牌五星级酒店工作经验；Experience in 5-star Luxury Hospitality required;熟悉运营部门的操作流程，有前线相关服务管理经验Strong background in hotel operations;对于服务质量管理具有丰富的经验；Strong experience with the setup and management of a Quality ManagementSystem;对于不同的文化和生活方式的客人具有敏锐的洞察力International experience, having worked in differentcontinents and being sensitiveto different cultures and ways of life.