Guest Experience Manager 宾客体验经理

[{{ $ctrl._job.status.name | translate}}] Guest Experience Manager 宾客体验经理
Raffles Hainan

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Job description


 

 

Raffles Hotels & Resorts is a collection of award-winning luxury hotels located in vibrant destinations around the world. Unique with its own distinct personality, each Raffles hotel distinguishes itself with the highest standards of product and service.
We offer excellent career development and growth opportunities for our colleagues who have the talent, dedication, drive and passion to be part of leading global luxury hospitality brand.
 
Raffles Hainan, located in the “Hawaii of Asia” – Hainan, will enjoy a superior beachfront location while offering guests direct access to the adjacent championship golf course. The resort’s 299 guestrooms and 32 luxurious villas are among the most spacious and all offer commanding sea views. The resort will feature 7 exciting food and beverage concepts, a 1,400 sqm Raffles Spa, a grand ballroom and flexible meeting spaces for special events.
 
If you are looking for a dynamic environment for growth, please join us as :
所有绝美的旅程都会在某一个地方开始,而我们的开始在约130年之前的新加坡,在那里,我们有了第一家莱佛士酒店。今天,莱佛士逐步成为了一个国际化的品牌,从吸引人的度假胜地到充满生气的发达城市,它的名字遍及全球。
 
随着莱佛士扩张的脚步越来越广,成为世界最奢华的酒店管理集团,是我们每一个人的追求所在。我们需要极具领导才华的您,给予我们员工鼓舞和激励,使他们的诚意服务能够增强客人入住时家一般的感觉,也能够给予他们无至迷人的住店体验。我们也需要您坚持不懈的追求至高标准,可以提供给客人超出期望的完美表现。
 
通过您的领导才华及热情感染可以使我们的客人再次光顾,是你们,让莱佛士保有精髓,成为独一无二的莱佛士,使它可以继续旅程,让足迹抵达新的地方。
 
海南莱佛士酒店位于著有“亚洲夏威夷”之称的海南,坐拥纯美海岸线,毗邻世界级高尔夫球场。299间全海景客房及32间奢华别墅,为宾客提供超大海景视野,宾客在享受精致的同时,俯瞰水清沙白。酒店拥有七间不同风格的餐厅,1400平方米莱佛士水疗设施,大型宴会厅及面积各异的多功能厅,满足各种会议需要。
 
如果您正在寻求一个更好的职业发展平台,请加入我们:
 
Guest Experience Manager

 

PURPOSE OF POSITION:

 

Guest Experience Manager represents Raffles brand and its values, at all times.  The Raffles Guest Experience Manager will establish relationships and foremost, the Raffles Guest Experience Manager will deliver an exceptional guest experience and promote brand excellence.
 
KEY ROLES AND RESPONSIBILITIES:
 
 
  • To be fully conversant with brand compliance systems and guest experience management tools such as Voice of the Guest, etc.
  • Conduct Guest Experience Management overview induction for new hire department heads.
  • Provide monthly update on guest experience and satisfaction scores and identify areas of improvement
  • To facilitate timely corrective action planning, implementation, and eventual elimination of root causes that supports the continuous improvement in the area of guest experience.
  • To supervise the maintenance of Brand and Guest Experience related Operating Procedures, in line with Raffles standards.
  • To process registration to all new guest satisfaction and brand compliance tools and systems
  • To facilitate deployment of hotel goals and strategies to departmental functions and key processes, ensuring integration and continuity
  • To facilitate and drive continuous excellence through regular management review of key goals and strategies for hotel, departmental functions and key processes.
  • To drive the culture of Cousu Main in the hotel and create awareness and understanding among allGuest Experience Managers on this key driver of guest experience.
  • Be expert of product and service standard, ensure the process of standards and audit as well as reporting tools are well communicated to the operational teams
  • Ensure the standards and audit tools are understood and implemented
  • Organize quarterly self-assessment, in charge of putting together any waiver request for the hotel
  • Monitor the implementation of Management Actions Plans (MAP) following product & service mystery audit together with operational teams
  • To maintain the integrity of the Raffles brand standards and ensure achievement of stated objectives and policies in relation to brand compliance.
  • To work together with operations team and ensure the guest feedback management process is set up and well communicated to all Guest Experience Managers
 

 


 

QUALIFICATIONS
  • Professional secretarial Diploma.
  • Physically fit.
  • Neat appearance and pleasant personality.
  • Fluent in English and Mandarin language; ability to speak, write and present clearly and effectively.
  • Excellent interpersonal and communication skills.
  • Able to work individually/independently in a fast pace environment.
  • Analytical and pro-active mind, planning ahead all aspects of the job.
  • Detail-oriented and highly reliable in thorough execution and follow-through.
  • Service excellence mindset.
  • High integrity and ability to keep confidentiality.
  • Strong IT and word processing skills.
  • Previous experience as a Secretary / Personal Assistant is preferable.
  • Able to communicate at all levels.
 
EXPERIENCE
  • 5 – 8 years’ experience in similar capacity.

 


Requirements

See description

Job type
Full-time
Location
Yingzhouzhen, China
Department
Front Office reception
Starting in
As soon as possible
Duration of the contract
Indefinite

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