Primary Responsibilities 主要職責
Analyze and Manage the VOG Performance
分析并管理“賓客之聲”表現(xiàn)
· Leads and supports all Guest Experience initiatives at the property.
領導及支持酒店所有客戶體驗方案及措施。
· Driving a guest centric culture in the hotel and create awareness and understanding among all Ambassadors on the importance of guest experience.
在酒店推行以客人為中心的文化理念，讓所有人才意識到并理解客戶體驗的重要性。
· Reviews VOG performance and guest feedback daily, identifies trends and areas for improvement on a regular basis and shares with relevant stakeholders (at a minimum once a week).
每天回顧賓客之聲上的表現(xiàn)以及客人的反饋意見，定期識別評論趨勢并分析出需要改進的地方，與相關負責人分享跟進（至少每周一次）。
· Conduct Guest Experience Management overview induction for new hires and thorough induction on Guest Experience for all new HODs/Managers within the first month of employment.
組織新入職人才做客戶體驗管理的入門簡介，并確保在一個月之內為新入職的部門總監(jiān)/經(jīng)理進行全面介紹。
· Reviews and communicates the Brand Assurance Program and all new brand/quality initiatives effectively to all stakeholders.
有效地與所有相關人員回顧并溝通好品牌保證計劃以及所有新的品牌/質量舉措。
· Champion the internal communication of guest experience related matters and updates to all Ambassadors in the hotel.
支持全酒店人才的所有與客戶體驗事務和更新相關的內部溝通。
· Have direct contact with guests to collect direct feedback and facilitate new ways of collecting more in-house feedback.
直接與客人溝通以獲得客人的直接反饋，并尋找更多新的途徑來獲取在店客人的反饋。
· Ensure the relevant teams and stakeholders respond to all Guest feedback, e.g. VOG GSS, and consumer-generated content on various social media sites or travel sites (100% of the negative reviews/feedback, but none of the positive reviews/feedback except for those on GSS and TripAdvisor).
確保相關團隊人員回應所有的客人反饋，例如：賓客之聲，客戶滿意度調查，及各種社交媒體網(wǎng)站或旅游網(wǎng)站上客人填寫的內容（需回復100%的消極評論/反饋；但不要回復任何積極評論/反饋，除了GSS和貓途鷹上的）。
· Reviews and communicates best practices implemented in other hotels in the network, follow-up on implementation at the property when relevant.
回顧及分享集團中其他酒店的最佳操作，在本酒店中借鑒執(zhí)行并跟進。
Provide Guests’ Experiences that Exceed Guests’ Expectations
為客人帶來超越期待的入住體驗
· Ensure all guest procedures, including ALL/VIP are being met or exceeded on a daily basis for all ALL/VIP guests.
確保在日常接待中提供給包括雅高心悅界會員和貴賓在內的所有賓客任何所需的服務或超出其期望的服務。
· Coordinate the Arrival, Stay and Departure experiences for the guests, including ALL/VIP guests, to ensure a seamless experience.
在包括雅高心悅界會員和貴賓在內的所有賓客的抵店、入住和退房期間，協(xié)調以確保為客人提供完美的入住體驗。
· Liaise with all key departments to gather the correct information relating to each VIP and high profile ALL guest.
聯(lián)系所有的相關部門，準確地收集每一位入住的貴賓和高級雅高心悅界會員的信息。
· Communicate relevant information and special requirements to all departments to ensure the expectations of guests, including all ALL/VIP, are exceeded.
將賓客的信息和特殊需求傳達給所有相關部門，確保達到并超出包括雅高心悅界會員和貴賓在內的所有賓客的期望。
· Works directly with the Front Office operations to ensure a seamless experience for all guests, including ALL/VIP.
確保與前廳各運營部門一起，為包括雅高心悅界會員和貴賓在內的所有賓客提供完美的入住體驗。
· Create Daily and Weekly reports highlighting the upcoming arrivals and in house VIP’s and ALL guests.
建立每天和每周的工作報告，重點突出即將到訪和已經(jīng)入住的雅高心悅界會員和貴賓。
· Review all VIP and high profile ALL guest arrivals for the next ten days on a daily basis
檢查未來十天內所有即將到店的貴賓和雅高心悅界會員。
· Coordinate with Front Office and Housekeeping to ensure VIP and ALL preferences are consistently met.
與前廳和客房部人員進行協(xié)調，以確保自始至終滿足貴賓和雅高心悅界會員的服務需求。
· Assist VIP and high profile ALL guests with preparation of activity itineraries and ground transportation when applicable.
在適當?shù)臅r候幫助貴賓和高級雅高心悅界會員賓客準備地面交通和日程安排。
· Ensure Front Office and Accounting colleagues are aware of special billing arrangements.
確保前廳和會計部人才了解如何對賬單進行特殊排版。
· Perform pre-arrival communication to VIP and ALL guests when applicable to ensure the correct information is obtained and communicated to departments prior to arrival.
適當時可在貴賓和雅高心悅界會員到來前進行聯(lián)系，以確保獲得正確的信息并及時傳達給相關部門。
· Contact with each VIP and ALL guest during their stay and assist with any needs that arise.
在貴賓和雅高心悅界會員入住期間進行溝通協(xié)調，滿足他們所提出的需求。
· Ensure all ALL/VIP folios are correct and delivered the night prior to departure; schedule check out services with Guest Services team.
確保所有貴賓和雅高心悅界會員的賬單是正確的，在賓客離店的前一個晚上轉交給夜班的相關人員；并安排客戶服務人員為客戶進行退房結算。
· Review all ALL/VIP guest incidents and ensure proper follow up is completed with the relevant departments.
審查全部貴賓和雅高心悅界會員發(fā)生的事件，確保相關部門完成后續(xù)工作。
· To provide continuity of management in regards to emergency response and crisis handling – ensuring that team members and guests are aware of the situation and appropriate responses.
提供應急反應和危機處理時的管理任務，確保人才和賓客了解當前狀況并做出適當?shù)姆磻?· Personalized engagement with guests whenever/wherever possible, to build up close relationship with guests, and leads the Front Office team to personalize the guest stay experience as a role model.
隨時隨地與客人展開個性化的互動，成為帶領前廳部團隊為客人提供個性化的入住體驗的榜樣。
· Ensure guests’ needs be anticipated, guests’ preferences be collected, and the needs and preferences be met during current stay and future stays.
確?？腿说男枨蟊活A知、喜好被收集、并且這些需求和喜好在今后會始終被得到滿足。
· Ensure hotel operation supporting systems, such as PMS/Royal Service Manager/InTouch/iConcierge be fully utilized to embrace guest experience.
確保各類酒店管理系統(tǒng)和軟件得到充分的使用以提高賓客體驗。
· Seeks feedback on guest satisfaction and resolves problems in accordance with our Mission Statement and philosophy of talent empowerment.
尋求客人滿意度反饋，并根據(jù)我們的使命宣言和人才賦權的理念來解決問題。
Management and Leadership of the Guest Relation Team
管理及領導賓客關系團隊
· Creates an environment that allows colleagues to achieve job fulfillment and provides a path for career development with Brand. Develops strong teams through active involvement in the operations and through the development and support of a continually evolving team.
為所有同事創(chuàng)造出一個可以完成工作任務并在品牌內得到提升與發(fā)展的工作環(huán)境。通過積極參與運營以及對同事的支持與發(fā)展來建立一個持續(xù)進步的團隊。
· Provides guidance and motivation to the Guest Relation Team. Establishes and communicates on a daily basis with the team. A strong commitment to Colleague Satisfaction.
指引并激勵賓客關系團隊，與團隊建立實時的溝通，并且對人才滿意度負責。
· Accomplish a set of administrative duties such as leading and attending meeting, writing reports and memos and other specific duties related to the job function.
完成如組織并出席會議、撰寫報告和備忘錄以及與工作職能有關的其他職責的一整套行政職責。
· Ensures clear communication within departments to provide seamless service to all guests.
確保部門內的溝通順暢以便為賓客提供無縫且高效的服務。
· Identifies training needs, submit training plan and follow-up to ensure compliance and efficiency of training activities.
確認培訓需求，提交培訓計劃，并跟蹤培訓進展以及確認培訓效果。
· Controls the duty roster for guaranteeing quality as well as considering the highest personnel cost efficiency.
在保證服務質量的同時，通過對排班的管控以達到效率最大化的目的。
· Drafts and evaluate work flows to improve and optimize organization.
對工作流程進行制定和評估以達到優(yōu)化提升的目的。
· Use the performance review process on regular basis to identify and develop talent for growth management performance issues, using a coaching styles.
以輔導的方式和定期績效評估相結合，以達到認知和發(fā)展人才的目的。
· Carry out disciplinary actions in line with hotel procedures.
按照酒店規(guī)章制度對不合適的行為采取相應措施。
Involvement as a Member of the Front Office Leadership Team
參與前廳部運營和管理
· Coordinates management of the Front Desk, Executive Floor, Concierge and Service Center to ensure a smooth operation and the highest level of guest satisfaction。
協(xié)調前臺、行政樓層、禮賓部和總機等部門的工作，以確保運營順暢及客人滿意度。
· Conducts daily walk-through to ensure LQA standards are implemented and delivered to every guest.
進行每日巡視以確保LQA在對客服務中被遵守和執(zhí)行。
· Maintains high visibility with guests and colleagues, ensure that guest and colleague concerns are resolved in a professional and timely manner.
積極參與部門日常運營，以確保客人或同事的問題能夠在最短的時間內以專業(yè)的方式得以解決。
· Attends to referred and unsolved problematic situations such as complaint handling, takes initiative action and be entrepreneurial.
主動關注并參與如客人投訴等待解決問題的跟進和處理。
· Implement ALL member enrollment strategy, to maximize room revenue & guest loyalty.
實施雅高心悅界會員招募計劃，以最大化收益和客人忠實度。
· Ensures that all Front Office related Hotel Policies and Procedures are adhered.
確保與部門相關的酒店各項政策與程序都被嚴格執(zhí)行。
· Detailed hotel product knowledge, up-to-date with VIP arrivals & events within the hotel and the destination.
明晰酒店產(chǎn)品知識，確保貴賓及活動信息的時效性和準確性。
· Presence in the Front Office and lobby area at critical guest flow time.
客流高峰期間在前廳及大堂區(qū)域協(xié)助部門運營。
· Involvement in guest complaint handling, whenever the situation required, adheres to and promotes the health & safety policies to ensure a safe work environment and knowledgeable all safety & emergency procedures.
堅持并推行健康與安全政策，以確保安全的工作環(huán)境；同時確保所有同事都熟悉了解并掌握安全及緊急程序。
· Verifies that all information requested by the local police authorities are adhered to and prepared accurately.
確保由當?shù)貓?zhí)法部門所要求的全部事項都被嚴格遵守并實行。
· Maintains ‘Safe Food & Hygiene Standards’ are implemented within Front Office at 100%.
確保《食品安全與衛(wèi)生標準》被百分之百的執(zhí)行。
· Maintains all information security standards compliance of Front Office at 100%.
確保所有信息安全標準都被百分之百的執(zhí)行。
· Ensure cleanliness and appearance of lobby and related areas.
確保大堂及相關區(qū)域的清潔和外觀符合品牌標準。
· The management reserves the right to change / extend this job description if necessary at any point of time during her / his employment.
如有必要，該部門有權更改或補充該職位描述。
· Carries out any other reasonable duties and responsibilities as assigned.
完成任何其他合理的職責和被指派的職責。
Main Complexity/Critical Issues In The Job主要復雜/關鍵工作事項
· The ability to manage projects, while being hands-on and detail-oriented, acting as a catalyst for making things happen.
具有管理項目,在實踐和注重細節(jié)的同時起到催化劑的作用以成事的能力。
· Coordinate, communicate and get buy-in from the different stakeholders at various levels.
協(xié)調、溝通和獲得酒店不同級別的相關人員的支持。
· The ability to influence stakeholders and support implementation of MAPs.
對相關人員產(chǎn)生影響力并支持管理行動計劃的執(zhí)行。
· The ability to create and lead a guest-centric culture.
具有創(chuàng)造并引領以客人為中心的文化的能力。
· Act as a role-model and inspire behavioral change.
作為榜樣來激勵其他人改進他們的行為。
· Management of the guest service experience / personalization.
確保個性化服務以提升客人體驗。
· Ensure wherever possible that colleagues are provided with a work place free of discrimination, harassment and victimization.
確保提供給同事們一個沒有歧視、騷擾和危險的工作環(huán)境。
Profile概述
Knowledge and Experience知識和經(jīng)驗
· Diploma or Degree preferably in hospitality or related field
酒店管理或相關專業(yè)的本科或?？茖W歷
· Minimum three (3) years relevant experience in a managerial position of Front Office in a renowned international hotel brand(s)
在知名國際酒店內從事至少三年前廳管理崗位的經(jīng)驗
· PMS and Office software knowledge
熟悉并掌握Opera酒店管理系統(tǒng)和各類辦公軟件
· Excellent oral and written skills in Mandarin and English
優(yōu)秀的中英文聽說讀寫能力
· Familiar with ALL processes or other loyalty programs
熟悉雅高心悅界或其他忠誠會員計劃
· Familiar with VOG processes or other guest satisfaction programs
熟悉賓客之聲或其他賓客滿意度系統(tǒng)
Experienced in guest experience management, understands and can use reporting RPS, etc.
熟悉賓客體驗管理體系，并可熟練使用報表工具對賓客滿意度進行分析
