招聘ID25900 质量及宾客体验经理 Quality & Guest Experience Manager

支持总经理推进以宾客为中心的酒店文化，并且为所有大使创造对宾客体验重要性的理解和意识的提高

每天回顾VOG的绩效和宾客反馈，在常态基础上定位提升趋势和区域，并且与相关股东分享这些信息（每周至少进行一次）

代表宾客体验/每天作为宾客之声在早会上跟进和强调需要提高之处和客人的好评

组织各部门领导进行每周一次的宾客体验会议，沟通绩效、支持和推进行动计划的管理

大力支持与宾客体验相关的内部交流并且及时向酒店所有大使更新有关信息

通过直接与客人交流来收集反馈，同时促成更多的收集同住店客人反馈的方式

与所有相关外部合作方（HOTSOS、VOG、Trust You、Diversey和Signature）保持良好的工作关系，从而保证外部培训在适宜的时候顺利进行

保证相关团队和股东对所有在社交媒体平台或者旅行网站上产生的消费者反馈（比如：VOG、GSS）做出回复（对负面评论做出100%的回复，对积极评论至少做出50%的回复

）

回顾与传达其他奢华高端品牌酒店的最佳实践案例，跟进本酒店的推进

Supports GM in driving a guest centric culture in the hotel and create awareness and understanding among all Ambassadors on the importance of guest experience

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)

Represents Guest Experience / be the voice of the guest daily at the morning briefing with updates and highlights points for improvement and guest praise

Conduct a weekly Guest Experience meeting with individual Department Heads, communicate performance, support and push Management Action Plan efforts

Champion the internal communication of guest experience related matters and updates to all Ambassadors in the hotel

Have direct contact with guests to collect direct feedback and facilitate new ways of collecting more in-house feedback

Work in partnership with all relevant external partners to ensure external training is conducted where applicable, e.g. HOTSOS, VOG, Trust You, Diversey, Signature

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 negative reviews/feedback and at a minimum 50% of positive reviews/feedback)

Review and communicate best practices implemented in other LUB hotels, follow-up on implementation at the property when relevant

昆明索菲特大酒店位于中国云南省省会城市昆明，四季如春的气候及淳朴的自然人文环境让这座城市历来享有“春城”美誉。Sofitel Kunming is located in Kunming, capital city of Yunnan Province, P. R. China and known as the 'Spring City' with a pristine enviroment and pleasant, mild weather throughout the year.位于昆钢大厦（多功能物业建筑，包括写字楼、酒店及零售商店）的昆明索菲特大酒店共50层，拥有397间客房及套房、行政楼层、3个餐厅（Kwee Zeen国际餐厅、云轩中餐厅及澜餐厅）、2个酒吧（大堂吧及悦吧）、灵感会议（780平方米大宴会厅、380平米多功能厅及8个会议室）、So Spa水疗中心、So Fit健身中心及室内泳池。The hotel, housed in the 50 Floor KISC Edifice multiuse high-rise tower (Offices, Hotel and Retail) includes; 397 guest rooms and suites, Club Millesime, 3 restaurants (Kwee Zeen International Restaurant, Le Chinois Chinese Restaurant and LAN Restaurant), 2 bars (Lobby Bar and Voyage), Inspired Meeting™ (780m2 Ballroom, 380m2 Multi-function room, 8 meeting rooms), So Spa, So Fit and Indoor Swimming Pool.昆明索菲特大酒店公开招聘时，从未授权任何中介机构进行代招，所有职位均是酒店直接招聘，并且均是按照国家相关法律法规，并通过正规渠道进行招聘，不以任何形式向应聘者收取押金、体检费、证件等，请大家提高警惕。酒店指定招聘电话号码：0871-6863 8108（直线）/0871-6863 9888-7117，招聘邮箱：H8529-HR8@sofitel.com，招聘地址：云南省昆明市环城南路777号昆明索菲特大酒店-1层，欢迎广大应聘者来电或发邮件咨询，谢谢！职位申请者敬请携带一张一寸彩色证件照、身份证及相关资质证书进行面试。