宾客体验经理 Guest Experience Manager

岗位职责:
Operate Excellently卓越运营
1.Oversees and assists in the preparation and updates of the Front Office Departmental Operations Manual.
监督并协助前厅部运营手册的准备及更新。
2.Conducts regular communications meetings and ensures that departmental briefings and meetings are effective and conducted as necessary.
定期主持召开部门沟通会并确保例会和会议切实有效且在必要时进行指导。
3.Ensures that all Front Office employees deliver the brand promise and provide exceptional guest service at all times.
确保所有前厅部员工遵循品牌承诺并始终提供优异的对客服务。
4.Ensures that Front Office employees also provide excellent service to internal customers as appropriate.
确保员工适时的为其他部门员工提供同样优质的服务。
5.Assists in greeting and checking-in VIP and Long Stay guests, ensures that they are met by an Duty Manager.
协助贵宾和常住客的接待及入住登记，确保由值班的经理接待这些客人。
6.Ensures that all Front Office employees are aware of current promotions, policies and other important information.
确保所有前厅部员工知悉最新的促销信息，规章制度及其他重要信息。
7.Implements consistent guest recognition programmers and maintains a relevant guest history database.
贯彻集团统一的顾客认知程序并维护相关的顾客信息数据库。
8.Handles all guest and internal customer complaints and inquiries in a courteous and efficient manner, following through to make sure problems are resolved satisfactorily.
礼貌而高效地处理所有客人和内部的投诉和询问，确保问题得到圆满解决。
9.Maintains positive guest and colleague interactions with good working relationships.
保持与顾客和同事的良好合作关系。
10.Spends time in Front Office area during peak periods to ensure that all areas are managed well by the respective teams and deliver the brand promise.
繁忙时期确保前厅各个区域均能有条不紊地运作并实现酒店的品牌承诺。
11.Ensures that guest history records are accurately maintained and all repeat guests are pre-registered.
确保客人信息的历史记录得到精确的维护，并提前对回头客进行入住登记。
12.Maximizes employee productivity through the use of multi-skill, multi-tasking and flexible scheduling to meet the financial goals of the business as well as the expectations of the guests.
通过多技能、多任务及灵活的日程安排最大限度地发挥员工的工作能力，以实现财政目标并达到顾客的期望。
13.Ensures that the Front Office operates with the lowest possible cost structure while also delivering on the brand promise to the guest, proactively managing costs based on key performance indicators.
在确保实现服务承诺的前提下，尽可能地降低前厅部的运营成本，根据主要的绩效指标前瞻性的控制成本。
14.Maximizes rooms’ sales and revenues for the hotel through appropriate yield management, up-selling and inventory management initiatives, working closely with the relevant Heads of Department and Front Office employees.
与相关部门经理和前厅部员工合作，通过合理的收益管理，升级促销和房间安排，达到客房的销售和收入的最大化。
15.Ensures that all company minimum brand standards have been implemented, and that optional brand standards have been implemented where appropriate.
确保服务符合品牌标准的基本要求，适时提供更多可供选择的品牌服务。
16.Responds to the results of the Consumer Audit and ensures that the relevant changes are implemented.
根据顾客意见调查结果，确保所有改进措施贯彻执行。
17.Works closely with other management personnel in a supportive and flexible manner, focusing on the overall success of the hotel and the satisfaction of hotel guests.
以协助和灵活的态度与其他管理层员工密切合作，关注酒店的整体成功和客人的满意度。
18.Takes a proactive role in the discipline of employees, when necessary. Immediate counselling should be carried out when employees are observed to be discourteous and failing to carry out their duties responsibly.
必要时承担训导员工的工作，在员工出现不当行为和未能履行应尽职责时给予及时纠正。
19.Encourages employees to be creative and innovative, challenging and recognizing them for their contribution to the success of the operation.
鼓励员工创新、变革，以及积极面对挑战，并对他们的贡献表示认可。
20.Ensures that employees have a complete understanding of and adhere to employee rules and regulations.
确保员工理解酒店的规章制度并遵照执行。
21.Attends training sessions and meetings as and when required.
参加必要的培训和例会。
22.Carries out any other reasonable duties and responsibilities as assigned.
完成其他合理分配的职责和任务。
23.Excellent ability and experience in handling and solving hotel problems
具备处理和解决酒店问题的优秀能力和丰富经验
24.Monitors rapid implementation of all quality improvement decisions and maximizes guest feedback
监督质量提升举措的广泛实施并最大化顾客反馈
25.Investigates complaints and conducts post mortem in details with Dept. Heads to ensure zero repetition.
调查顾客投诉并通过引导与部门负责人一同了解具体细节，保证不再重蹈覆辙
任职资格:
Good health 身体健康
Good communication 良好的沟通技能
Pleasant looking 五官端正
Well presence 形象气质佳
Fluent in both verbal & written English & Mandarin
出色的普通话及英语的口语和写作能力
College degree or above
大专及以上学历
A minimum of 3 years as Assistant Front Office Manager in a similar size hotel.
至少拥有在相当规模酒店3年酒店管理同岗位的经验
Self-starter. 主动
Team-builder. 团队精神
Goals oriented. 目标明确
Tactful and sensitive to employee needs. 能体察员工需要
Positive role model. 以身作则
Able to multi task能力处理多项工作和任务
Computer knowledge. 计算机知识
Ability to work long hours. 能适应长时间工作