Responsibilities 
- Leads and supports hotels in the implementation and monitoring of all Guest Experience programs (i.e. VOG, LQA/BARE INTERNATIONAL, Resavision, etc.)
- Regularly reviews and monitors the hotels’ Guest Experience scores and identify trends and areas of improvement across the region
- Facilitates and supports hotels in action planning to drive improvements in the guest experience scores in all touchpoints and deep dive on Member’s experience and satisfaction
- Be the point of contact to effectively communicate all new initiatives related to guest experience to all hotels
- Provide support to the Director of Guest Experience on the implementation of tools and training programs related to guest experience (Local Measure, VOG etc…)
- Assists the Guest Experience Director with compiling and production of monthly guest experience results across the region
- Visit specific properties that need urgent assistance to improve guest satisfaction scores
- Support pre-opening hotels in the implementation of all tools related to brand compliance, guest experience programs such as VOG, etc.
- Consolidate approval forms, schedule E and follows up payment from hotels prior to the yearly audit wave
- Monitor mandatory self-assessment in preparation for audits and follow up and validate Action Plans submitted by hotels after the audit inspection
- Validate waivers and retro-claims submitted by hotels prior to submission to the Asia Pacific Guest Experience team
- Together with Director Guest Experience, conduct Guest Experience Management overview with all new General Managers to introduce the key programs related to Guest Experience and Brand Assurance program
- Support the Director Guest Experience to  conduct induction of each Guest Experience Manager / Champion within the first month of employment
- Regularly communicates with GMs to advise on areas of improvement whenever necessary
- Annual review, organization of translation and distribution of updated brand standards to the hotels
- Identifies, collects and shares Guest Experience related best practice within hotel and network
- Attends 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
- Animate and create engagement on the Customer Experience Community (CXC) by communicating best practices from hotels. Encourage hotels to get inspiration and inspire other by uploading Sparkle moments with guests on CXC
- Provide feedback to local AccorHotels Academie on training needs at hotel level

Knowledge and Experience
- Bachelor Degree in Hospitality management/business
- Minimum of 3 years of relevant experience in hotel operations
- Strong user knowledge of Microsoft Outlook, Microsoft Office
- Strong background in hotel operations; international exposure a must
- International experience, having worked in different continents and being sensitive to different cultures and ways of life is an advantage
- Strong experience with the setup and management of a Quality Management system
- Experience in partnering and working closely with the latest Guest Experience Management Tools

Competencies
- Perfectly fluent in English and local language
- Analytical
- Team player
- Detail-oriented
- Innovative, creative 
- Digitally-oriented
- Organized
- Accountable
- People-oriented

作为全球领先的酒店集团，雅高在全球110个国家运营超过5500家酒店，拥有行业内最具多样化的知名酒店品牌，包括莱佛士、费尔蒙、索菲特、铂尔曼、瑞士酒店、诺富特、美爵及宜必思等。2024年将在大中华区域迎来700家酒店的发展里程碑。在刚刚过去的2023年，雅高大中华区开设了多家引发行业和市场强烈关注的酒店，包括澳门银河 莱佛士、香港梦卓恩酒店、青岛尚美雅高瑞享酒店（品牌首店）以及庆祝了铂尔曼酒店在大中华区的第50家酒店。2024年，雅高大中华区将继续大展宏图，通过多个万众期待的酒店开业项目达成700家酒店的发展里程碑，如上海北外滩金辉索菲特酒店、五间美憬阁酒店以及首个诺富特公寓项目等。雅高集团的全面客户忠诚计划“雅高心悦界ALL - Accor Live Limitless”也已推出面向中国宾客的专属定制版本，在酒店礼遇基础上更提供独家尊享生活时尚体验，如法国网球公开赛和蒙特勒爵士音乐节的VIP体验等。秉承可持续转型愿景，雅高大中华区致力于携手包括锦江集团、携程集团和麦肯锡在内的各方合作伙伴，共同引领整个酒店业将中国打造成为一个更环保的生活、工作和探索目的地。