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Leads and supports all Guest Experience initiatives at the property.
领导及支持酒店所有客户体验方案及措施。
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.
支持总经理在酒店推行以客人为中心的文化理念,让所有员工意识到并理解客户体验的重要性
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).
每天回顾宾客之声上的表现以及客人的反馈意见,定期识别评论趋势并分析出需要改进的地方,与相关负责人分享跟进(至少每周一次)。
Represents Guest Experience / be the voice of the guest daily at the morning briefing with updates and highlights points for improvement and guest praise.
每天早会代表客户体验部门/代表客人发声,分享最新内容,并强调需要改进的地方以及分享客人对酒店的表扬。
Conduct Guest Experience Management overview induction for new hires and thorough induction on Guest Experience for all new HODs/Managers within the first month of employment.
组织新入职员工做客户体验管理的入门简介,并确保在一个月之内为新入职的部门总监/经理进行全面介绍。
Conducts a weekly Guest Experience meeting with individual HODs, communicates performance, supports and pushes Management Action Plan efforts.
每周一次单独与部门总监开客户体验会议,交流客户体验表现,支持并推进管理层作出相应的行动计划。
Reviews and communicates the Brand Assurance Program and all new brand/quality initiatives effectively to all stakeholders.
有效地与所有相关人员回顾并沟通好品牌保证计划以及所有新的品牌/质量举措。
Conducts regular property self-assessments on the Operational Brand Standards and other quality programs (at a minimum 4 times per year).
对品牌运营标准和其他质检计划进行定期的自我评估(至少每年4次)。
Works with and supports HODs to prepare for Brand Assurance audits.
支持各部门总监并一同准备酒店品牌审计。
Participates in the annual revision of Operational Brand Standards with Regional/Global teams.
参与区域/全球团队年度品牌运营标准的修订。
Leads and develops a team of Guest Experience Champions within the hotel to conduct deep dives/self-assessments and identify improvement opportunities and solutions.
在酒店内领导并发展一个客户体验代表的团队来进行自我评估/深度评估,从而发现改进的机会及方案。
Conducts Brand Assurance refreshers training from time to time to all HODs.
不定期组织各部门总监/经理进行品牌保证回顾培训。
Champion the internal communication of guest experience related matters and updates to all Ambassadors in the hotel.
支持全酒店员工的所有与客户体验事务和更新相关的内部沟通。
Reviews MAPs proposed by each department post-Mystery Visit and supports and follows up implementation by HODs.
回顾各个部门提出的针对神秘来访后的管理行动计划,协助并跟进各部门总监/经理的执行。
Have direct contact with guests to collect direct feedback and facilitate new ways of collecting more in-house feedback.
直接与客人沟通以获得客人的直接反馈,并寻找更多新的途径来获取在店客人的反馈。
Work closely with HODs to assess service standards and delivery on a regular basis.
与部门总监/经理密切合作,定时评估服务及服务标准。
Monitors results of other quality management programs such as ResaVision, Hygiene audit and follows up action plans from the relevant HODs whenever necessary.
监督其他质量管理计划的表现,例如ResaVision,卫生审计,并在必要的时候跟进相关部门总监/经理的行动计划。
Works in partnership with all relevant external partners to ensure external training is conducted where applicable, e.g. HOTSOS, TrustYou, Diversey, Signature…
与所有外部合作伙伴建立合作关系以确保到位的外部培训,例如:HOTSOS,TrustYou,泰华施,Signature等等。
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 the negative reviews/feedback, but none of the positive reviews/feedback except for those on GSS and TripAdvisor).
确保相关团队人员回应所有的客人反馈,例如:客人之声,客户满意度调查,及各种社交媒体网站或旅游网站上客人填写的内容(需回复100%的消极评论/反馈;但不要回复任何积极评论/反馈,除了GSS和猫途鹰上的)。
Reviews and communicates best practices implemented in other hotels in the network, follow-up on implementation at the property when relevant.
回顾及分享集团中其他酒店的最佳操作,在本酒店中借鉴执行并跟进。
Attends Regional/Global Guest Experience meetings/training as required.
根据要求参加区域/全球客户体验会议/培训。
Ensure adherence to the attached task list which provides a framework to the Guest Experience Manager’s role.
确保遵守附件中的作为客户体验经理的工作框架的任务列表。
Follow and complete other work tasks from department leader.
完成上级指派的其他工作。