整体职责义务：
General Duties & Responsibilities:
1.
推广全面优质管理文化，建立全面优质管理体系（例如，远景使命价值观，内部沟通架构，战略及改善团队，顾客满意度体系等）。
Promote a comprehensive quality management culture. Establish
a comprehensive quality management system (e.g., vision, mission, values,
internal communication structure, strategic and improvement teams, customer
satisfaction systems, etc.).
2.
协调内部战略及改善团队，向同事传达质量管理的知识。
Coordinate internal strategic and improvement teams.
Communicate quality management knowledge to colleagues.
3.
为同事提供质量管理及思维的培训，管理并协助服务部门改善服务质量。
Provide training on quality management and thinking to
colleagues. Manage and assist service departments in improving. Service
quality.
4.
实施顾客满意度体系及客户反馈系统，监测、协调酒店LRA审计项目。
Implement customer satisfaction systems and customer
feedback mechanisms. Monitor and coordinate the hotel LRA program.
5.
协调质量监控及评估项目，协助标准操作流程的建立及完善。
Coordinate quality monitoring and assessment projects.
Assist in the establishment and improvement of standard operating procedures.
6.
建立文件控制系统。
Establish a document control system.
7.
评估每日运行情况，观察探讨每日运营。
Evaluate daily operational performance. Observe and
discuss daily operations.
8.
数据收集与分析：收集并分析数据，以了解部门的表现，并识别改进的领域。
Data Collection and Analysis: Gathering and analyzing
data to understand departmental performance and identify areas for
improvement.
9.
流程优化：致力于简化流程，以提高效率和效果。
Process Optimization: Working on streamlining processes
to increase efficiency and effectiveness.
10.
客户满意度：专注于提升客户体验，以满足或超越期望。
Customer Satisfaction: Focusing on improving the
customer experience to meet or exceed expectations.
11.
品牌标准：确保所有运营活动符合品牌的质量标准。
Brand Standards: Ensuring that all operations align
with the brand's quality standards.
12. 运营目标：为实现组织的运营目标做出贡献。
Operational Goals: Contributing to the achievement of
the organization's operational objectives.
13. 服务质量：跟进客人在店期间服务，保证宾客体验并及时处理客诉，确保客人满意离店。
Service Quality: Provide high quality service for guest
and handle complaint. Ensure guest check out satisfied.
14. 舆情管控：全盘负责酒店服务质量体系分数，确保相关评分超出集团标准。
Opinions Tracking: Fully in charge the hotel opinion
score system. Ensure the score over brand standard.
15. 品质分析：统筹开展品质复盘会议，督促酒店各部门提高酒店服务品质。
Quality Analysis: Organize service quality meeting,
push forward department improve service quality.
16. 增销：与店内客人保持良好的沟通并增加酒店可能的销售机会，包括但不限于季节性产品、健身卡、会员卡、婚宴的销售。
Upselling: Maintain good communication with guests and
sale seasonal products, healthy club cards, membership cards, weddings, etc.
教育/职位要求:
Education/Qualifications:
1. 本科或以上学历，酒店管理或相关专业，国际品牌酒店或万达酒店管理公司工作背景的优先。
Bachelor's degree or above in Hospitality Managementor a related field, with work experience in international hotel brands or Wandahotel management background preferred.
2. 前厅或餐饮运营管理岗位工作经验优先。品牌酒店至少5年以上工作经验。
Preference will be given to candidates with workexperience in front office or food and beverage management positions. At least5 years of work experience in branded hotels is required.
3. 拥有至少两年以上奢华品牌运营部门工作经验。
At least two years of work experience in the luxury brandoperations department is required.
4. 良好的中英文沟通能力。
Good communication skills in both Chinese andEnglish.
5. 具备优秀的人际交往、沟通协调能力和交流技巧。组织计划、执行力强，结果导向。
Possess excellent interpersonal, communication, and coordination skills.Strong organizational planning, execution ability, and result oriented.
