Primary Responsibilities 主要职责
Analyze and Manage the VOG Performance
分析并管理“宾客之声”表现
· 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。
· Driving a guest centric culture in the hotel and create awareness and understanding among all Ambassadors on the importance of guest experience.
在酒店推行以客人为中心的文化理念，让所有人才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）。
· 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.
组织新入职人才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。
· 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。
· Champion the internal communication of guest experience related matters and updates to all Ambassadors in the hotel.
支持全酒店人才的所有与客户体验事务和更新相关的内部沟通。
· 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。
· 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：宾客之声，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。
Provide Guests’ Experiences that Exceed Guests’ Expectations
为客人带来超越期待的入住体验
· Ensure all guest procedures, including ALL/VIP are being met or exceeded on a daily basis for all ALL/VIP guests.
确保在日常接待中提供给包括雅高心悦界会员和贵宾在内的所有宾客任何所需的服务或超出其期望的服务。
· Coordinate the Arrival, Stay and Departure experiences for the guests, including ALL/VIP guests, to ensure a seamless experience.
在包括雅高心悦界会员和贵宾在内的所有宾客的抵店、入住和退房期间，协调以确保为客人提供完美的入住体验。
· Liaise with all key departments to gather the correct information relating to each VIP and high profile ALL guest.
联系所有的相关部门，准确地收集每一位入住的贵宾和高级雅高心悦界会员的信息。
· Communicate relevant information and special requirements to all departments to ensure the expectations of guests, including all ALL/VIP, are exceeded.
将宾客的信息和特殊需求传达给所有相关部门，确保达到并超出包括雅高心悦界会员和贵宾在内的所有宾客的期望。
· Works directly with the Front Office operations to ensure a seamless experience for all guests, including ALL/VIP.
确保与前厅各运营部门一起，为包括雅高心悦界会员和贵宾在内的所有宾客提供完美的入住体验。
· Create Daily and Weekly reports highlighting the upcoming arrivals and in house VIP’s and ALL guests.
建立每天和每周的工作报告，重点突出即将到访和已经入住的雅高心悦界会员和贵宾。
· Review all VIP and high profile ALL guest arrivals for the next ten days on a daily basis
检查未来十天内所有即将到店的贵宾和雅高心悦界会员。
· Coordinate with Front Office and Housekeeping to ensure VIP and ALL preferences are consistently met.
与前厅和客房部人员进行协调，以确保自始至终满足贵宾和雅高心悦界会员的服务需求。
· Assist VIP and high profile ALL guests with preparation of activity itineraries and ground transportation when applicable.
在适当的时候帮助贵宾和高级雅高心悦界会员宾客准备地面交通和日程安排。
· Ensure Front Office and Accounting colleagues are aware of special billing arrangements.
确保前厅和会计部人才了解如何对账单进行特殊排版。
· Perform pre-arrival communication to VIP and ALL guests when applicable to ensure the correct information is obtained and communicated to departments prior to arrival.
适当时可在贵宾和雅高心悦界会员到来前进行联系，以确保获得正确的信息并及时传达给相关部门。
· Contact with each VIP and ALL guest during their stay and assist with any needs that arise.
在贵宾和雅高心悦界会员入住期间进行沟通协调，满足他们所提出的需求。
· Ensure all ALL/VIP folios are correct and delivered the night prior to departure; schedule check out services with Guest Services team.
确保所有贵宾和雅高心悦界会员的账单是正确的，在宾客离店的前一个晚上转交给夜班的相关人员；并安排客户服务人员为客户进行退房结算。
· Review all ALL/VIP guest incidents and ensure proper follow up is completed with the relevant departments.
审查全部贵宾和雅高心悦界会员发生的事件，确保相关部门完成后续工作。
· To provide continuity of management in regards to emergency response and crisis handling – ensuring that team members and guests are aware of the situation and appropriate responses.
提供应急反应和危机处理时的管理任务，确保人才和宾客了解当前状况并做出适当的反应。
· Personalized engagement with guests whenever/wherever possible, to build up close relationship with guests, and leads the Front Office team to personalize the guest stay experience as a role model.
随时随地与客人展开个性化的互动，成为带领前厅部团队为客人提供个性化的入住体验的榜样。
· Ensure guests’ needs be anticipated, guests’ preferences be collected, and the needs and preferences be met during current stay and future stays.
确保客人的需求被预知、喜好被收集、并且这些需求和喜好在今后会始终被得到满足。
· Ensure hotel operation supporting systems, such as PMS/Royal Service Manager/InTouch/iConcierge be fully utilized to embrace guest experience.
确保各类酒店管理系统和软件得到充分的使用以提高宾客体验。
· Seeks feedback on guest satisfaction and resolves problems in accordance with our Mission Statement and philosophy of talent empowerment.
寻求客人满意度反馈，并根据我们的使命宣言和人才赋权的理念来解决问题。
Management and Leadership of the Guest Relation Team
管理及领导宾客关系团队
· Creates an environment that allows colleagues to achieve job fulfillment and provides a path for career development with Brand. Develops strong teams through active involvement in the operations and through the development and support of a continually evolving team.
为所有同事创造出一个可以完成工作任务并在品牌内得到提升与发展的工作环境。通过积极参与运营以及对同事的支持与发展来建立一个持续进步的团队。
· Provides guidance and motivation to the Guest Relation Team. Establishes and communicates on a daily basis with the team. A strong commitment to Colleague Satisfaction.
指引并激励宾客关系团队，与团队建立实时的沟通，并且对人才满意度负责。
· Accomplish a set of administrative duties such as leading and attending meeting, writing reports and memos and other specific duties related to the job function.
完成如组织并出席会议、撰写报告和备忘录以及与工作职能有关的其他职责的一整套行政职责。
· Ensures clear communication within departments to provide seamless service to all guests.
确保部门内的沟通顺畅以便为宾客提供无缝且高效的服务。
· Identifies training needs, submit training plan and follow-up to ensure compliance and efficiency of training activities.
确认培训需求，提交培训计划，并跟踪培训进展以及确认培训效果。
· Controls the duty roster for guaranteeing quality as well as considering the highest personnel cost efficiency.
在保证服务质量的同时，通过对排班的管控以达到效率最大化的目的。
· Drafts and evaluate work flows to improve and optimize organization.
对工作流程进行制定和评估以达到优化提升的目的。
· Use the performance review process on regular basis to identify and develop talent for growth management performance issues, using a coaching styles.
以辅导的方式和定期绩效评估相结合，以达到认知和发展人才的目的。
· Carry out disciplinary actions in line with hotel procedures.
按照酒店规章制度对不合适的行为采取相应措施。
Involvement as a Member of the Front Office Leadership Team
参与前厅部运营和管理
· Coordinates management of the Front Desk, Executive Floor, Concierge and Service Center to ensure a smooth operation and the highest level of guest satisfaction。
协调前台、行政楼层、礼宾部和总机等部门的工作，以确保运营顺畅及客人满意度。
· Conducts daily walk-through to ensure LQA standards are implemented and delivered to every guest.
进行每日巡视以确保LQA在对客服务中被遵守和执行。
· Maintains high visibility with guests and colleagues, ensure that guest and colleague concerns are resolved in a professional and timely manner.
积极参与部门日常运营，以确保客人或同事的问题能够在最短的时间内以专业的方式得以解决。
· Attends to referred and unsolved problematic situations such as complaint handling, takes initiative action and be entrepreneurial.
主动关注并参与如客人投诉等待解决问题的跟进和处理。
· Implement ALL member enrollment strategy, to maximize room revenue & guest loyalty.
实施雅高心悦界会员招募计划，以最大化收益和客人忠实度。
· Ensures that all Front Office related Hotel Policies and Procedures are adhered.
确保与部门相关的酒店各项政策与程序都被严格执行。
· Detailed hotel product knowledge, up-to-date with VIP arrivals & events within the hotel and the destination.
明晰酒店产品知识，确保贵宾及活动信息的时效性和准确性。
· Presence in the Front Office and lobby area at critical guest flow time.
客流高峰期间在前厅及大堂区域协助部门运营。
· Involvement in guest complaint handling, whenever the situation required, adheres to and promotes the health & safety policies to ensure a safe work environment and knowledgeable all safety & emergency procedures.
坚持并推行健康与安全政策，以确保安全的工作环境；同时确保所有同事都熟悉了解并掌握安全及紧急程序。
· Verifies that all information requested by the local police authorities are adhered to and prepared accurately.
确保由当地执法部门所要求的全部事项都被严格遵守并实行。
· Maintains ‘Safe Food & Hygiene Standards’ are implemented within Front Office at 100%.
确保《食品安全与卫生标准》被百分之百的执行。
· Maintains all information security standards compliance of Front Office at 100%.
确保所有信息安全标准都被百分之百的执行。
· Ensure cleanliness and appearance of lobby and related areas.
确保大堂及相关区域的清洁和外观符合品牌标准。
· The management reserves the right to change / extend this job description if necessary at any point of time during her / his employment.
如有必要，该部门有权更改或补充该职位描述。
· Carries out any other reasonable duties and responsibilities as assigned.
完成任何其他合理的职责和被指派的职责。
Main Complexity/Critical Issues In The Job主要复杂/关键工作事项
· The ability to manage projects, while being hands-on and detail-oriented, acting as a catalyst for making things happen.
具有管理项目,在实践和注重细节的同时起到催化剂的作用以成事的能力。
· Coordinate, communicate and get buy-in from the different stakeholders at various levels.
协调、沟通和获得酒店不同级别的相关人员的支持。
· The ability to influence stakeholders and support implementation of MAPs.
对相关人员产生影响力并支持管理行动计划的执行。
· The ability to create and lead a guest-centric culture.
具有创造并引领以客人为中心的文化的能力。
· Act as a role-model and inspire behavioral change.
作为榜样来激励其他人改进他们的行为。
· Management of the guest service experience / personalization.
确保个性化服务以提升客人体验。
· Ensure wherever possible that colleagues are provided with a work place free of discrimination, harassment and victimization.
确保提供给同事们一个没有歧视、骚扰和危险的工作环境。
Profile概述
Knowledge and Experience知识和经验
· Diploma or Degree preferably in hospitality or related field
酒店管理或相关专业的本科或专科学历
· Minimum three (3) years relevant experience in a managerial position of Front Office in a renowned international hotel brand(s)
在知名国际酒店内从事至少三年前厅管理岗位的经验
· PMS and Office software knowledge
熟悉并掌握Opera酒店管理系统和各类办公软件
· Excellent oral and written skills in Mandarin and English
优秀的中英文听说读写能力
· Familiar with ALL processes or other loyalty programs
熟悉雅高心悦界或其他忠诚会员计划
· Familiar with VOG processes or other guest satisfaction programs
熟悉宾客之声或其他宾客满意度系统
Experienced in guest experience management, understands and can use reporting RPS, etc.
熟悉宾客体验管理体系，并可熟练使用报表工具对宾客满意度进行分析
