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太原富力铂尔曼大酒店| 招聘职位

    职位:Guest Experience Manager 客户体验经理

  • 职位性质:全职
  • 工作地区:山西省太原市
  • 招聘人数:1人
  • 学  历:本科
  • 工作经验:5年以上
  • 所 在 地:不限
  • 户 籍 地:不限
  • 提供食宿:提供食宿
  • 年龄要求:不限
  • 计算机能力:精通
  • 语言要求:英语(精通)
  • 国际联号工作经历:优先
  • 薪资待遇:面议
  • 职位有效期:2020-01-17至2020-02-16

岗位职责/职位描述

1. Is a member of the hotel's management board, and works cross-departmentally with all departments. 酒店管理层的成员,与酒店所有部门进行合作.
2. Has a perfect understanding and clear vision of the brand's guest promise, is exemplary in their manner and behaviour. Is a coach and a project leader.对于品牌的客户承诺具有准确的理解和清晰的远景,在态度和行为上起到标杆作用,作为指导者和项目领导.
3. Is the guests' voice within the hotel; centralises, analyses and processes all available information concerning guests' perceptions of the services and products provided by the hotel.作为酒店内的客户信息反馈者,集中分析处理所有客人对于酒店提供的服务和产品反馈意见有关的可用信息.
4. Is responsible for implementing the Pullman Guest Experience Program (PGEP) with the management board and throughout the hotel.负责与管理层在酒店内执行铂尔曼客户体验项目.
5. Coordinates and manages the PGEP concerning the continuous improvement process and project.协调管理客户体验项目的持续改进.
Provides necessary explanations and training for the hotel's heads of department in the use of the associated working methods and tools. Supports the heads of department in establishing a continuous improvement process and in introducing any necessary changes in working methods.使用相关的工作方法和工具为酒店部门经理提供必要的解释和培训,支持部门经理建立持续改进的流程,介绍必要的工作方法更改.
6. In collaboration with the heads of department, develops processes and defines or adjusts operational actions enabling the hotel to deliver a product and service that matches the guest promise as closely as possible.与部门经理合作,建立流程及制定或调整营运操作,使酒店尽可能提供符合向客户承诺的产品和服务.
7. Has regular and close contact with hotel guests. Organises meetings with guests to collect feedbacks and ideas.与酒店客人保持常规密切的联系,组织会议收集客人的反馈和建议.
8. Ensures that the PGEP tools (modules on standards implementation, internal surveys, audits, social media) are deployed, used and understood.确保客户体验项目(标准执行,内部调查,审查,社交媒体)的有效开展、使用以及理解.
9. Maintains the accuracy and consistency of data and information within the PGEP tools.确保客户体验项目中各类工具所用数据的精确和连贯性。
Responds to guest comments and monitors correspondence with the guest.回复客人的评价以及跟进与客人的沟通.