Guest Experience Manager宾客体验经理
8千-1万
停止招聘
发布于 2020-01-15
Guest Experience Manager宾客体验经理
8千-1万
深圳 | 2年以上 | 本科 | 招1人
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职位描述

 

·  Leads and supports all Guest Experience initiatives at the property

·  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 Guest Experience Management overview induction for new hires and thorough induction on Guest Experience for all new Department Heads/Managers within the first month of employment

·  Conducts a weekly Guest Experience meeting with individual Department Heads, communicates performance, supports and pushes Management Action Plan efforts

·   Reviews and communicates the Brand Assurance Program and all new brand/quality initiatives effectively to all stakeholders

·   Conducts regular property self-assessments on the Operational Brand Standards and other quality programs (at a minimum 4 times per year)

·   Works with and supports Department Heads to prepare for LQA Brand Assurance audits

·   Participates to the annual revision of Operational Brand Standards with Regional/Global teams

·  Leads and develops a team of Guest Experience Champions within the hotel to conduct deep dives/self-assessments and identify improvement opportunities and solutions

·  Conducts Brand Assurance refreshers training from time to time to all Department Heads

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

·  Reviews MAPs proposed by each department post-LQA Mystery Visit and supports and follows up implementation by Department Heads

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

·  Work closely with Department Heads to assess service standards and delivery on a regular basis

·  Monitors results of other quality management programs such as Resavision, iPerform for MICE, Hygiene audit and follows up action plans from the relevant Department Heads whenever necessary

·  Works 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)

·  Reviews and communicates best practices implemented in other LUB hotels,  follow-up on implementation at the property when relevant

·  Attends Regional/Global Guest Experience meetings/training as required

·  Ensure adherence to the attached task list which provides a framework to the Guest Experience Manager’s role


其他要求
国际联号工作经历:优先
语言能力:英语-熟练
计算机能力:熟练
年龄要求:25-35岁
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  • 酒店业--国际高端酒店/5星级
    行业
  • 100-499人
    规模
  • 国内上市公司
    企业性质
所有绝美的旅程都会在某一个地方开始,而我们的开端源于130多年前的新加坡,伴随着第一家莱佛士酒店的开幕。时值今日,莱佛士足迹遍布全球知名城市,成为广为认可的国际酒店品牌。深圳鹏瑞莱佛士酒店位于深圳湾金融中心,直接与前海新经济开发区相连,并直临港深大桥和香港出入境,到达香港中心只需30分钟的车程。酒店拥有168个宽敞豪华的客房,同时酒店也有6间餐饮场所、健身中心、水疗、室内游泳池、大宴会厅和各种会议室。在莱佛士,我们相信真正的奢华,不仅仅来自于物质奢华,而是源自宾客感受,我们称之为“触动心灵的奢华”。我们为具有天赋、专心致力于酒店行业、自我鞭策,并热忱追随全球领导地位酒店品牌的同事们,提供绝佳的职业发展与成长机会。All great journeys begin somewhere, and ours began in Singapore some 130 years ago with the opening of the first Raffles Hotel. Today, Raffles has evolved into an international brand, with the Raffles name spans across the globe from exotic destinations to vibrant cities.Raffles Shenzhen is located in the Shenzhen Bay Financial Center, with direct connections to the new Qianhai Economic Zone. And with the Hong Kong Bridge and border crossing just opposite, it will only be a 30-minute drive to the central of Hong Kong. The hotel features 168 spacious and luxurious guestrooms, all with expansive views. There is a choice of 6 F&B venues, Fitness Centre, Spa, Indoor swimming pool, Ballroom and various meeting rooms.At Raffles, we believe that true luxury is not just about physical luxury, it is about how our guests feel. We call this ‘emotional luxury’. We offer excellent career development and growth opportunities for our colleagues who have the talent, dedication, drive and passion to be part of a leading global hospitality brand.深圳鹏瑞莱佛士酒店公开招聘日(工作日)Raffles Shenzhen Open Day 时间:每周一至周五早上十点到十二点;下午两点到五点Date & Time: Every Monday to Friday, 10:00-12:00;14:00-17:00地点:深圳市南山区粤海街道中心路3008号,深圳湾壹号广场7栋,深圳鹏瑞莱佛士酒店负一层人才与文化部办公室Venue: Raffles Shenzhen, B1F, T7, One Shenzhen Bay, Zhongxin Road 3008, Nanshan District, Shenzhen投递简历小贴士 Tips for you 通过最佳东方网站投递(请您耐心等待回复,无需重复使用邮箱再次发送);Apply the position via veryeast.com (please wait for the reply, do not send your CV again to email);  
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