General and Administration
Lead and support hotels in the implementation of all Guest Experience programs (i.e. VOG, LQA, Resavision, etc.)
Be the point of contact to effectively communicate all new initiatives related to guest experience to all hotels
Identify, collect, and share Guest Experience Management best practices within hotel and network
Attend monthly conference calls with the Guest Experience Asia Pacific team to review region’s performance and provide feedback on specific hotel’s performance whenever necessary
Formulate yearly guest experience targets/KPIs for hotels within the network for final validation of the VPOs and COO
 
Guest Satisfaction and Feedback Management
Collect, analyze, and interpret customer satisfaction data to identify requirements and information useful in optimizing guest experience
Management of all customer contacts / feedback received directly by the Corporate Office in China and follow up resolution of such feedback with hotel GMs
Monitor and analyze guest feedbacks (complaints/congratulations/inquiry) from Social Media, Emails, Call Center, etc. and facilitate action plans necessary for improvement whenever needed
 
Brand Compliance Management
Manage the brand assurance audit process
Ensure the standards and audit tools are understood and implemented by hotels properly
Annual review of the brand essentials with other departments, assessment of applicability to the market / region, and provide recommendations to the global team for adjustment as necessary
Monitor mandatory self-assessments in preparation for brand assurance audits
Follow up and validate Management Action Plans submitted by hotels after the brand assurance inspection
Validate waivers and retro-claims submitted by hotels prior to submission to the Regional/Global Brand Teams
Validate translation and consequently distribute the updated brand standards to the hotels
 
Performance Management
Visit specific properties that need urgent assistance in improvement of guest satisfaction scores
Issue a monthly report to the VPO / COO on hotels performance and advise on areas of improvement/focus
Regularly communicate with General Managers to advise on areas of improvement whenever necessary
Regular consultations with poor-performing hotels/hotels that have shown a decline in guest experience KPIs (i.e. RPS, Brand assurance audit score, etc.) to ensure action plans are implemented and hotels are showing improvement
Facilitate and support hotels in action planning to drive improvements in the guest experience scores
 
Continuous Improvement
Work with other departments such as marketing, distribution, Technical services, etc. to analyze customer feedback and develop programs effective for improved customer experience
Conduct research to identify new trends in terms of customer engagement and experience
Identify innovative new approaches to guest experience management and communicate effectively (e.g. creating internal audit teams, deep dive teams etc.
Identify specific touchpoints (along the customer journey) that needs improvement using data from VOG and work with relevant departments to improve customer experiences
 
Pre-opening Support
Support pre-opening hotels in the implementation of all tools related to brand compliance, guest experience programs
Conduct Guest experience induction workshops for new opening hotels
Conduct brand compliance assessments to new opening hotels within the first month of opening and provide guidance on where to focus on to improve compliance and enhance customer experience
 
Training and Human Resources
Validation of candidates for hotel guest experience manager / champion prior to appointment, providing orientation and training to ensure an effective and qualified workforce
Organize training programs for the guest experience managers / champions in order to update their job knowledge and enhance their skills
Conduct Guest Experience Management overview with all new General Managers and Director of Sales and Marketing to introduce the key programs related to Guest Experience and Brand compliance
Actively participate and support the implementation of the Heartist Journey
Conduct Guest Experience Trainings with hotels (as necessary) to spread the guest experience culture 
 
Knowledge and Experience
Bachelor Degree in Hospitality management
Minimum of 5 years of relevant experience in hotel operations, out of which 2 years should be as a Functional Manager level or above (at least HOD or similar level experience preferred)
Experience with Quality Management and setup
Experience in partnering and working closely with the latest Guest Experience Management Tools
 
Competencies
Strong customer relations skills
Perfectly fluent in English and local language with ability to communicate with impact
Leads change effectively
Interpersonal savvy
Highly organized and detail-oriented
Innovative, creative
Digitally-oriented
Results and action oriented
Strong self-management, self-insight, self-development skills

关于雅高酒店集团雅高作为全球领先的酒店集团，在全球110个国家拥有5300多家酒店和10000家餐饮场所。雅高集团拥有行业内最具多样化及完整性的酒店生态系统之一，旗下包括超过40个奢华、高端、中端和经济型酒店品牌，同时还有独到的娱乐和夜生活场所、餐厅和酒吧、服务型品牌寓所、共享住宿酒店、礼宾服务以及联合办公空间等。雅高集团在全球发展最迅速的生活方式酒店领域有着无与伦比的优势——集团以控股股东的身份和Ennismore联手创立了全球规模最大、发展迅猛的生活时尚酒店公司，匠心打造先锋生活时尚酒店品牌，将创意与目标铭刻于心。同时，雅高集团还拥有风格各异的品牌组合及大约23万名团队成员，遍及全球各地。超过6,800万会员受益于雅高集团的全面客户忠诚计划雅高心悦界ALL - Accor Live Limitless ——集礼遇、服务与体验为一体的日常生活方式的贴心旅伴。集团设有雅高可持续发展计划、雅高团结基金会（Accor Solidarity）、RiiSE计划以及“ALL Heartist Fund”专项资金等多项计划，旨在通过商业道德、负责任旅游、环境可持续性、社区参与、多元与融合等多个渠道推动社会的积极行动。雅高集团（Accor SA）成立于1967年，总部设在法国。集团于巴黎泛欧交易所上市（ISIN code: FR0000120404）并在美国场外交易市场（OTC Market）交易（Ticker: ACRFY）。了解更多信息，请访问group.accor.com或者关注我们的Twitter、Facebook、LinkedIn和Instagram账户。