宾客体验经理Guest Experience Manager

• Assist the Dir of Guest Experience in ensuring that the Guest Experience department is managed successfully as an independent profit center and handling of guest issues and monitor guest satisfaction by evaluating feedback and guest surveys.
协助宾客体验总监确保宾客体验部作为一个独立的盈利中心而进行有效管理，并通过评估反馈和访客调查来处理客人问题并监控客人的满意度。
• Ensure corrective training is implemented based on the feedback received.
确保根据收到的反馈实施矫正培训。
• Assist in coordinating an effective and efficient Payroll Management / Resource allocation through establishing a flexible work force throughout the Division, based on the principles of Multi Skilling and Multi-Tasking.
根据“一职多能”的原则，协助部门负责人建立一个灵活的用人机制，协调有效和高效的薪资管理和资源分配。
• Support Host needs in other departments based on the hotel priorities and anticipated business levels.
根据酒店的优先次序和预期业务水平，支持其他部门对主理的需求。
• Establish a rapport with guests maintaining good customer relationship and handle all guest complaints, requests and enquiries on Guest Services.
与客人建立并保持良好的客户关系，并处理所有客人投诉，要求和问询。
• Manages in compliance with established company policies and procedures and SOPs set for the department.
按照既定的公司政策和程序进行管理，并为部门设置操作程序。
• Ensure the Guest Experience Department meets quality and internal standards. Identify process improvements and best practices. Provide feedback and develop processes to improve the guest experience.
确保宾客体验部符合质量和内部标准。确定流程改进和最佳操作规程。提供反馈和改进流程，以改善客户体验。
• Increase occupancy, ADR and RevPAR index by making accurate reservations using the implemented dynamic pricing strategies. Implement upsell program.
通过使用实施的动态定价策略进行准确预约，提高入住率，每日平均房价和每间夜平均收入。完成增销计划。
• Work closely with the Finance department on follow-up items, i.e., returned checks, rejected credit cards, billing accurateness, cashier handling etc.
与财务部在后续跟进事宜中紧密合作，如：退还支票，拒绝信用卡，账单正确性，现金管理等。
• Operate all aspects of the Guest Experience computer system, including software maintenance, report generation and analysis.
操作客户体验部门所有的计算机系统，包括软件维护，报告生成和分析。
• Be personally and frequently verify that guest’s check-in / out are receiving the best possible service.
经常亲自对客人在入住/离店时是否得到最佳服务进行核实。
• Monitor call handling in the Guest Experience and ensure that all telephone standards are adhered to.
监控宾客体验部的电话服务，并确保其遵守所有电话服务标准。
• Analyze call statistics and take corrective action where necessary and highlight issue to the Dir of Guest Experience. Minimize call abandonments.
分析通话统计数据，并在必要时采取纠正措施，并向宾客体验总监汇报突出问题。尽量减少呼叫放弃。
• Maintain standards of guest service quality. Analyze response time to guest’s requests for items and maintenance requests and highlight any issues to the respective department head.
保持客户服务质量的标准。分析客人请求的回应时间，并向相应部门负责人汇报突出问题。
• Ensure that the Guest Experience team projects a warm, professional and welcome image.
确保宾客体验团队表现出热情，专业和欢迎的形象。
• Be in attracting, coaching, training, and retaining talent by engaging and showing a genuine passion to develop others.
用真诚的热情来吸引，指导，培养和留住人才。
• Ensure that during the night the correct room revenue, rebates, and correct errors is accounted for and ensure that all room discrepancies are followed up.
夜班时确保房间收入，减免的正确性和错账的改正，并确保所有房间差异都得到跟踪。
• Collaborate with Guest Services Manager in preparation of annual department operating budget: Monitor monthly expenses, with emphasis on variances, assisting in preparing schedules, ordering, inventory management, and other administrative duties as needed.
协助宾客体验总监，编制部门年度运营预算：监测每月开支，重点是差异，协助准备时间表，订购，库存管理以及其他需要的行政职责。
• In absence of all department heads during the night, supervise and assist all departments to ensure the normal operation.
在夜间没有任何部门负责人的情况下，监督且协作各部门确保正常运行。
• Make sure cleaning and engineering projects (guest related) during the night are supervised.
监督确保夜间的清洁和工程项目（客人相关）。
• Perform the end of day closing.
做好夜审。
• Achieve maximum sell out where possible.
尽可能实现最大限度的销售。
• In absence of the Director of Guest Experience conduct daily operational briefings.
当宾客服务部经理不在时，主持每日运营简会。
• Demonstrate high visibility in the lobby F&B outlet.
随时关注大堂餐饮部的运营情况。
• Monitor team daily roster to make sure smoothly flows during operations.
监督团队排班，确保运营工作的顺利进行。
• Act as a coach and mentor to team members, maintaining discipline as necessary.
在工作中为员工树立榜样，必要时采取纪律措施，确保宾客服务部工作。
• Attend career development training as and when required.
在必要时参加职业发展培训。
• Ensure clear and timely internal team communication (e.g. of room targets, up-selling targets).
随时确保团队内部的信息沟通（如：客房销售目标；增销目标）。
• Identifies and develops high potential team members.
发现并培养有潜质的员工。
• Responsible for emergency and security related situations (SOS, fire bureau, PSB).
负责紧急事件和安全防范的相关事宜（国际医疗救助，火警，外来人口统计调查）。
• Responsible for overall department training plan including training records and delivery of training.
负责全部门的培训计划，包括培训内容的记录和交付。
• Responsible for manning, FF&E, OE and other department related budgets.
负责人员配置、FF&E、OE和其它相关的部门预算。
• Able to efficiently perform all reception duties (accurate completion of forms, securing of payment).
保证日常前台接待工作能够高效运转实施（表格单据要填写规范，付款方式要有保障）。
• Is knowledgeable on all hotel information, city information and event activities.
需要了解一切酒店信息、城市信息和重要活动事件的信息。
• Proactively seek guest comments and feedback.
积极主动地寻求客人的建议和反馈。
• Responsible for monitoring and controlling room inventory management.
随时监控客房的出租率。
• Take ownership of complaints ensuring final resolution and guest satisfaction.
设身处地的为客人投诉的圆满解决和顾客满意度负责。
• Act as a role model and exemplifies delivery of Artyzen Brand Service Standards.
在工作中以雅辰酒店的品牌服务标准为依据。
• Attend briefings and shift handovers, and conduct relevant team meetings.
参加例会、交接班，并实时召开相关团队工作会议。
• Be familiar with hotel’s contingency plan.
熟练掌握酒店突发事件处理预案。
• Comply with Health & Safety, emergency, fire and hotel rules and regulations.
遵守有关健康安全、紧急事件、火警和酒店规则等相关章程。
• Completes checks on reports including- rate, room discrepancy, credit check, blacklist report.
确保检查包括：房价、房态差异、信用核查、酒店黑名单等相关报表。
• Conducts spot checks all activities relating to Artyzen membership.
负责检查所有雅辰会员计划的工作实施。
• Responsible for ensuring accurate submission of guest information in the China Police Reportsystem.
负责保证客人信息正确、完整的录入中国公安报告系统。
• Performs quality spot checks on all aspects of the front office operations。
对宾客服务部的一切运营工作进行质量检查。
• Produces quality improvement plans and execute.
制定并实施产品质量提升计划。
• Follows up on finance related issues to ensure all payments are secured and accurate.
依照财务制度确保一切付款方式的保障性。
• Monitor annual leave plans ensuring it is in line with business trends.
根据酒店运营情况合理安排年假。
• Review and analyze expenses to keep in line with departmental targets.
回顾并分析开支预算以确保部门收益目标的达成。
• Remain commercially aware, maximizing revenue being always up-to-date on current promotions.
时刻保持经济头脑，持续一贯性的日常促销可以保证利润最大化。
• Adhere by all company rules and regulations.
服从公司的所有规章制度。
• To undertake any other reasonable task or request as directed by the management.
贯彻执行由管理者下达的正确指示和要求。