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· Leads and supports all Guest Experience initiatives at the property.
领导及支持酒店所有宾客体验项目及方案。
· Supports GM in driving a guest centric culture in the hotel and create awareness and understanding among all talents on the importance of guest experience.
支持总经理在酒店推行以服务客人为中心的理念，让所有人才理解并提高意识认识到宾客体验的重要性。
· 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).
每天回顾宾客之声的状态以及客人的反馈意见，识别动态以及分析出需要改进的地方定期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.
每天早会分享最近的宾客体验/宾客之声的内容，并强调需要改进的地方以及分享宾客对酒店的表扬。
· Conduct Guest Experience Management overview induction for new hires and thorough induction on Guest Experience for all new Department Heads/Managers within the first month of employment.
与新入职人才分享宾客体检管理的内容，并确保在一个月之内完整地给新入职的部门总监/经理进行分享。
· Conducts a bi-weekly Guest Experience meeting with individual Department Heads, communicates performance, supports and pushes Management Action Plan efforts.
每两周组织一次部门总监开有关宾客体验的会议，目的是讨论宾客体验结果，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.
回顾与沟通新品牌所有的新标准/质量计划对相关人员有一定的效力影响。
· Conducts regular property self-assessments on the Operational Brand Standards and other quality programs (at a minimum 4 times per year).
对于酒店品牌标准的运营和其他质检项目进行定期的自我评估(至少每年4次)。
· Works with and supports Department Heads to prepare for LQA Brand Assurance audits.
支持部门总监并一同准备酒店LQA品牌审计。
· Participates to the annual revision of Operational Brand Standards with Regional/Global teams.
参与区域/全球团队年度运营品牌标准的修复拟定。
· Leads and develops a team of Guest Experience Champions within the hotel to conduct deep dives/self-assessments and identify improvement opportunities and solutions.
领导并开发酒店宾客体验团队成员来进行自我发展/自我评估，从而提出自我提升的机会及改进的方案。
· Conducts Brand Assurance refreshers training from time to time to all Department Heads.
向各部门经理/总监定时开展品牌回顾培训。
· Champion the internal communication of guest experience related matters and updates to all Talents in the hotel.
支持所有与宾客体验相关的内部沟通，进而提高大使在店的体验。
· Reviews MAPs proposed by each department post-LQA Mystery Visit and supports and follows up implementation by Department Heads.
回顾各个部门关于LQA神秘访问的指导手册，协助部门经理跟进并开展执行。
· 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反馈，并寻找更多新的途径来获取住店客人的反馈。
· Work closely with Department Heads to assess service standards and delivery on a regular basis.
与部门经理/总监紧密合作，定时评估服务标准。
· Monitors results of other quality management programs such as Reservation, MICE, Hygiene audit and follows up action plans from the relevant Department Heads whenever necessary.
如预订部，会议销售，卫生审计及相关部门经理/总监需要帮助时，指导其他质量管理系统的运行并跟进行动计划。
· Works in partnership with all relevant external partners to ensure external training is conducted where applicable, e.g. HOTSOS, VOG Trust You, Diversey, Signature…
建立与所有外部伙伴的合作关系，以适用外部培训，例如：信息发布系统，客人之声，供应商，签名等等。
· 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 negative reviews/feedback and at a minimum 50% of positive reviews/feedback).
确保相关部门回应所有的客人反馈，例如：客人之声，GSS及各种社交媒体网站或旅游网站上的内容。（需回复100%的消极评论/反馈，在积极反馈/评论中至少50%的回复率）。
· Reviews and communicates best practices implemented in other LUB hotels, follow-up on implementation at the property when relevant.
将其他奢华品牌酒店中好的范例进行回顾及分享，在本酒店中进行分析并借鉴执行。
· Attends Regional/Global Guest Experience meetings/training as required.
必要时，参加总部/全球宾客体验会议/培训。
· Ensure adherence to the attached task list which provides a framework to the Guest Experience Manager’s role.
确保遵守作为客户体验经理角色框架的附加工作职责。
国际联号工作经历：优先语言能力：英语-精通计算机能力：精通
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酒店业--国际高端酒店/5星级
100-499人
私营．民营企业
About Accor 关于雅高集团Accor is a world-leading augmented hospitality group offering unique experiences in more than 5000 hotels and residences across 110 destinations. The Group has been acquiring hospitality expertise for more than 50 years, resulting in an unrivaled portfolio of 39 hotel brands, from luxury to economy. The Group also offers digital solutions that maximize distribution, optimize hotel operations and enhance the customer experience.With ALL - Accor Live Limitless, the new daily lifestyle companion, the relationship between the Group and his clients, members and partners evolves from transactional to emotional, and unlocks the potential to live, work, and play. Beyond accommodation, ALL enables new ways to live, work, and play, by blending food and beverage with nightlife, wellbeing, and co-working. Accor is deeply committed to sustainable value creation and plays an active role in giving back to planet and community via its Planet 21 – Acting Here program and the Accor Solidarity endowment fund, which gives disadvantaged groups access to employment through professional training.Accor SA is publicly listed on the Euronext Paris Stock Exchange (ISIN code: FR0000120404) and on the OTC Market (Ticker: ACRFY) in the United States. For more information visit group.accor.com Or become a fan and follow us on Twitter and Facebook.雅高是全球领先的全方位服务酒店集团，通过位于全球110个国家的5,000多家酒店、度假酒店以及住宅，提供独特并充满意义的体验。50多年来雅高持续提供热情好客的服务以及酒店行业的专业知识，旗下拥有39个无以伦比的酒店品牌，全线覆盖从奢华到经济型细分市场。雅高还提供数字解决方案，实现分销最大化，优化酒店运营并增强宾客体验。ALL - Accor Live Limitless 雅高心悦界作为日常生活方式的贴心旅伴，为公司及其客户、员工、合作伙伴间的关系赋予了从理性到感性的转变，为生活、工作和娱乐解锁新的可能。除酒店住宿之外，ALL - Accor Live Limitless 雅高心悦界通过旗下餐饮、夜生活娱乐、康体以及共享办公品牌提供生活、工作以及娱乐的新方式。 雅高深入致力于创造可持续价值，并在回馈地球和社区方面发挥积极作用。Planet 21 – Acting Here（21世纪地球）项目倡导行动致力于“积极的待客之道”。Accor Solidarity（雅高团结基金会）是雅高的捐赠基金会，通过工作技能培训和经济能力培养帮助社会弱势群体。雅高（Accor SA）在巴黎泛欧交易所上市（ISIN code: FR0000120404）并在美国场外交易市场（OTC Market）交易（Ticker: ACRFY）。了解更多信息，请访问group.accor.com。或者关注我们的Twitter 和Facebook帐户，了解最新动态。 About Sofitel 关于索菲特品牌Sofitel Hotels & Resorts is an ambassador of modern French style, culture and art-de-vivre around the world. Established in 1964, Sofitel is the first international luxury hotel brand to originate from France with almost 120 chic and remarkable hotels in the world’s most sought after destinations. Sofitel exudes a refined and understated sense of modern luxury, always blending a touch of French decadence with the very best of the locale. The Sofitel collection includes such notable hotels as Sofitel Paris Le Faubourg, Sofitel London St James, Sofitel Munich Bayerpost, Sofitel Rio de Janeiro Ipanema, Sofitel Washington DC Lafayette Square, Sofitel Sydney Darling Harbour and Sofitel Bali Nusa Dua Beach Resort. Sofitel is part of Accor, a world-leading augmented hospitality group offering unique experiences in 5000 hotels and residences across 110 countries.索菲特酒店及度假酒店遍布全球，集中彰显了现代法式风格、法式文化和法式生活艺术的魅力。索菲特创立于1964年，是首个源于法国的国际奢华酒店品牌，目前在全球热门城市和景点拥有超过120家以法式优雅而闻名的非凡酒店。索菲特酒店推崇精致内敛的现代奢华理念，巧妙融合法式魅力和各地文化精髓。索菲特旗下酒店包括著名的巴黎法布格索菲特酒店、伦敦圣詹姆斯索菲特酒店、慕尼黑巴亚普斯特索菲特酒店、里约热内卢伊帕内玛索菲特酒店、华盛顿拉菲特广场索菲特酒店、悉尼达令港索菲特酒店和巴厘岛努沙杜亚索菲特海滩度假酒店。索菲特所属的雅高集团（Accor）为国际领先的全方位服务酒店集团，通过位于全球110个国家的5,000家酒店、度假酒店以及住宅，提供独特并充满意义的体验。Sofitel Hangzhou Yingguan is conveniently located in Xiaoshan District, a fast developing central technology hub of Zhejiang Province; roughly 18 KM away from the airport. This 593-key hotel is invested by Zhejiang Yingguan Holding Group, equipped with six F&B outlets, two large grand ballrooms and numerous conference facilities，now officially operation.杭州英冠索菲特酒店坐落于杭州钱塘江南岸萧山区，地处浙江省核心科技发展区；距机场约18公里。酒店拥有593间豪华宽敞的客房，设有6间餐厅酒吧，2个大型宴会厅及众多会议设施，由浙江英冠控股集团投资，现正式运营。 Occupying an unparalleled location at the center of everything, Sofitel Hangzhou Yingguan is the center of social life south of the Qiantang River. It is adjacent to Binjiang CBD and moments away from Qianjiang Century City, the up-and-coming new central business district of Hangzhou. 杭州英冠索菲特酒店坐拥“万事中心“的绝佳地理位置，毗邻滨江中央商务区，靠近杭州新兴商务中心“钱江世纪城”，是钱塘江南岸的社交中心。Imagined by award-winning hospitality design firm Hirsch-Bedner Associates, Sofitel Hangzhou Yingguan is elegantly styled, reflecting Hangzhou’s rich cultural heritage intermingled with French romance and reimagined through the lens of cutting-edge technology. Three sophisticated restaurants and three fashionable bars anchor the hotel as the place to meet in Hangzhou while Magnifique Meetings and Magnifique Breaks offer an elevated meeting experience for both corporate events and personal celebrations. Capturing the Modern French art-de-vivre, Sofitel Hangzhou Yingguan offers guests and residents a welcoming stay and chic experiences.由屡获殊荣的酒店室内设计公司赫希贝德纳联合公司设计，酒店风格简约高雅，集深厚的人文情怀与前卫的法式创新于一体，以精雕细琢的匠心精神，引领高端法式生活的智慧。三家地道精致的餐厅和三家时尚活力的酒吧是萧山乃至杭州的生活品味标杆。无论是经过重塑的会议中心，还是充满创意的茶歇，“精彩会议”从始至终为您创造独具特色、影响非凡的会议与活动体验。杭州英冠索菲特酒店是现代法式生活风尚的掠影，为一众宾客带来舒焕身心的住宿和尖端科技的体验。Thank you very much for your attentions to Sofitel Hangzhou Yingguan.感谢各位求职者对杭州英冠索菲特酒店的关注!酒店指定招聘电话号码：0571-8269 8888转6202欢迎广大应聘者来电了解或莅临现场咨询。 杭州英冠索菲特酒店招聘时，从未授权任何中介机构进行代招，所有职位均是酒店直接招聘，并且均是按照国家相关法律法规，并通过正规渠道进行招聘，不以任何形式向应聘者收取押金、体检费、证件等，请大家提高警惕。
