Primary Responsibilities 主要職責(zé)
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(lǐng)導(dǎo)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(guān)負責(zé)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(nèi)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(guān)人員回顧并溝通好品牌保證計劃以及所有新的品牌/質(zhì)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(wù)和更新相關(guān)的內(nèi)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(guān)團隊人員回應(yīng)所有的客人反饋，例如：賓客之聲，客戶滿意度調(diào)查，及各種社交媒體網(wǎng)站或旅游網(wǎng)站上客人填寫的內(nèi)容（需回復(fù)100%的消極評論/反饋；但不要回復(fù)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(nèi)的所有賓客任何所需的服務(wù)或超出其期望的服務(wù)。
· 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(nèi)的所有賓客的抵店、入住和退房期間，協(xié)調(diào)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(guān)部門，準(zhǔn)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(guān)部門，確保達到并超出包括雅高心悅界會員和貴賓在內(nèi)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(nèi)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(nèi)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(diào)，以確保自始至終滿足貴賓和雅高心悅界會員的服務(wù)需求。
· Assist VIP and high profile ALL guests with preparation of activity itineraries and ground transportation when applicable.
在適當(dāng)?shù)臅r候幫助貴賓和高級雅高心悅界會員賓客準(zhǔn)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(dāng)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(guān)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(diào)，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(zhuǎn)交給夜班的相關(guān)人員；并安排客戶服務(wù)人員為客戶進行退房結(jié)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(guān)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(yīng)急反應(yīng)和危機處理時的管理任務(wù)，確保人才和賓客了解當(dāng)前狀況并做出適當(dāng)?shù)姆磻?yīng)。
· 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(lǐng)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.
確保客人的需求被預(yù)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(quán)的理念來解決問題。
Management and Leadership of the Guest Relation Team
管理及領(lǐng)導(dǎo)賓客關(guān)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(wù)并在品牌內(nèi)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(guān)系團隊，與團隊建立實時的溝通，并且對人才滿意度負責(zé)。
· 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(guān)的其他職責(zé)的一整套行政職責(zé)。
· Ensures clear communication within departments to provide seamless service to all guests.
確保部門內(nèi)的溝通順暢以便為賓客提供無縫且高效的服務(wù)。
· Identifies training needs, submit training plan and follow-up to ensure compliance and efficiency of training activities.
確認(rèn)培訓(xùn)需求，提交培訓(xùn)計劃，并跟蹤培訓(xùn)進展以及確認(rèn)培訓(xùn)效果。
· Controls the duty roster for guaranteeing quality as well as considering the highest personnel cost efficiency.
在保證服務(wù)質(zhì)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(dǎo)的方式和定期績效評估相結(jié)合，以達到認(rèn)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(yīng)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(diào)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(wù)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?？腿嘶蛲碌膯栴}能夠在最短的時間內(nèi)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(guān)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(guān)的酒店各項政策與程序都被嚴(yán)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(zhǔn)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(dāng)?shù)貓?zhí)法部門所要求的全部事項都被嚴(yán)格遵守并實行。
· Maintains ‘Safe Food & Hygiene Standards’ are implemented within Front Office at 100%.
確?！妒称钒踩c衛(wèi)生標(biāo)準(zhǔn)》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(biāo)準(zhǔn)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(guān)區(qū)域的清潔和外觀符合品牌標(biāo)準(zhǔn)。
· 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(quán)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(zé)和被指派的職責(zé)。
Main Complexity/Critical Issues In The Job主要復(fù)雜/關(guān)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(diào)、溝通和獲得酒店不同級別的相關(guān)人員的支持。
· The ability to influence stakeholders and support implementation of MAPs.
對相關(guān)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(lǐng)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(wù)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(guān)專業(yè)的本科或?qū)？茖W(xué)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(nèi)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
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