• 五险一金
• 节日礼物
• 技能培训
• 带薪年假
• 员工生日礼物
• 年度旅游
• 年底双薪
• 午餐补贴
• 福利

持续性地提升酒店客户体验以及线上知名度、监督工作成效及客户反馈，在酒店中代表客户提出意见，为总经理及部门领导达成正向结果、设定客户体验目标提供支持。她/他将确保酒店完全服从品牌保证项目及品牌运营标准，并负责项目的执行、跟进以及质量项目，其中包括旨在确保品牌一致性同时支持最佳客户体验及提升满意度的相关培训。
This position has as its key objective the continual improvement of the Guest Experience and Online Reputation of the hotel, monitoring performance and guest feedback, being the Voice of the Guest at the hotel, supporting GM and HODs on achieving positive results and defined Guest Experience targets. She/he will ensure full compliance of the Brand Assurance Program and Operational Brand Standards at the property, the implementation and follow-up of brand and quality programs, including related training programs, with the aim of ensuring brand consistency while supporting optimal guest experience and increased satisfaction.
 
Job Description
1.领导并支持酒店所有与客户体验有关的活动
Leads and supports all Guest Experience initiatives at the property
2.帮助总经理在酒店建立起以客户为中心的文化，并在所有部门代表中明确客户体验的重要性
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
3.日常性地进行客户之声工作效果及客户反馈的审查工作，经常性地识别趋势并发掘可以提升的领域，并把这些信息分享给相关人员（至少一周一次）
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)
4.与所有相关人员一同针对品牌保证项目及所有新的品牌/质量方案进行有效地审查与沟通
Reviews and communicates the Brand Assurance Program and all new brand/quality initiatives effectively to all stakeholders
5.开展常规的针对品牌运营标准及其他质量项目的酒店自查活动（每年至少举行4次）
Conducts regular property self-assessments on the Operational Brand Standards and other quality programs (at a minimum 4 times per year)
6.与部门领导一同进行LQA品牌保证审查的准备工作并提供相应支持
Works with and supports Department Heads to prepare for LQA Brand Assurance audits
7.与区域/全球团队一同参与品牌运营标准的年度修订工作
Participates to the annual revision of Operational Brand Standards with Regional/Global teams
8.在酒店内领导并建立一支客户体验工作团队以进行深入地自查并发现进一步提升的空间及解决方案
Leads and develops a team of Guest Experience Champions within the hotel to conduct deep dives/self-assessments and identify improvement opportunities and solutions
9.对各部门LQA神秘访客提出的管理层行动计划进行审核，并对部门领导展开的计划实施工作进行跟进并提供支持
Reviews MAPs proposed by each department post-LQA Mystery Visit and supports and follows up implementation by Department Heads
10.与客人进行直接沟通以收集直接反馈并发掘更多的收集内部反馈的新方法
Have direct contact with guests to collect direct feedback and facilitate new ways of collecting more in-house feedback
11.与部门领导进行紧密合作以定期评估并传达服务标准
Work closely with Department Heads to assess service standards and delivery on a regular basis
12.确保相关团队和人员对所有客户反馈进行回应，如VOG、GSS以及消费者在社交媒体网站或旅游网站上发布的内容（对负面评论/反馈做到100%回复，对正面评论/反馈最少做到50%反馈）
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)
13.根据要求参加区域/全球客户体验会议/培训
Attends Regional/Global Guest Experience meetings/training as required
 
Qualification and Experience
1.旅游管理或人力资源相关专业本科学历；
Bachelor’s Degree in Hospitality/HR or related areas;
2.熟练掌握Microsoft Outlook and Microsoft Office等相关软件；
Strong user knowledge of Microsoft Outlook and Microsoft Office tools;
3.5年以上奢华品牌五星级酒店工作经验；
Experience in 5-star Luxury Hospitality required;
4.熟悉运营部门的操作流程，最好做过前台值班经理或前台经理
Strong background in hotel operations;
5.对于服务质量管理具有丰富的经验；
Strong experience with the setup and management of a Quality Management
System;
6.对于不同的文化和生活方式的客人具有敏锐的洞察力
International experience, having worked in different continents and being
sensitive to different cultures and ways of life.

雅诗阁中国雅诗阁有限公司（“雅诗阁”）是全球最大的国际服务公寓业主和运营商，在亚太、欧洲及海湾地区的24多个国家89多个城市管理256家物业，超过38,000 套服务公寓单位。雅诗阁旗下共有三大品牌，即雅诗阁、馨乐庭以及盛捷。在中国，雅诗阁是最大的国际服务公寓业主和运营商。目前在全国拥有和管理着68个物业，逾12,000套服务公寓单位，分布在北京、长沙、成都、重庆、大连、佛山、广州、杭州、合肥、南京、上海、沈阳、深圳、苏州、太原、天津、武汉、无锡、西安、厦门、银川、香港和澳门。雅诗阁是凯德集团旗下的全资子公司，总部设在新加坡。1984年，雅诗阁推出了亚太地区的首个世界级服务公寓。2006年，雅诗阁成立了全球首个亚太区服务公寓房地产信托基金——雅诗阁公寓信托。经过30年的耕耘与发展，今日的雅诗阁在服务公寓行业中备受推崇，在国际上稳占领导地位。雅诗阁官网：www.the-ascott.com雅诗阁中国官网：www.ascottchina.com?About Ascott China?The Ascott Limited (Ascott) is theworld's largest international serviced residence owner-operator with more than256 properties over 38,000 serviced residence units in key cities of AsiaPacific, Europe and the Gulf region. Its portfolio spans over 89 cities morethan 24 countries. The company operates three brands – Ascott, Citadines andSomerset.Ascott is also the largest internationalserviced residence owner-operator in China, with 68 properties over 12,000units in Beijing, Changsha, Chengdu, Chongqing, Dalian, Foshan, Guangzhou,Hangzhou, Hefei, Nanjing, Shanghai, Shenyang, Shenzhen, Suzhou, Taiyuan,Tianjin, Wuhan, Wuxi, Xi’an, Xiamen, Yinchuan, Hong Kong and Macau. Ascott,?a wholly-owned subsidiary ofCapitaLand Limited, is headquartered in Singapore. It pioneered Asia Pacific'sfirst international-class serviced residence in1984. In 2006, it establishedthe world's first Pan-Asian serviced residence real estate investment trust,Ascott Residence Trust. Today, the company boasts 30-year industry track recordand serviced residence brands that enjoy recognition worldwide. Ascott website: www.the-ascott.comAscott China website: www.ascottchina.com??