广州招聘

This is a temporary position with 6 months contract(may extend).

Starwood Preferred Guest is the industry-leading loyalty program focused on increasing revenue at participating properties by building loyalty through personal recognition, benefits, and rewards for stays at Starwood Hotels & Resorts Worldwide. This program represents enormous business potential for Starwood and is our single most important marketing platform. It is imperative for our hotels to recognize members, provide program benefits, and enroll new members for relationship marketing and communication purposes. The benefits to the hotel and the entire organization are measurable through higher occupancy and revenue as a result of increased guest loyalty.

POSITION SUMMARY

The Starwood Preferred Guest Trainer develops, schedules and delivers training programs for SPG and related programs. Mandatory training is conducted for all new Starwood hotels and refresher training is provided where necessary. Training methods may include standard classroom, on-site, or hub training, web conferences, virtual classroom and e-learning course development. The SPG Trainer will conduct training at Starwood properties for all levels of management including the General Manager, Director of Sales, Controller, Front Office Manager and appropriate accounting, sales, front desk and service staff. Training may be custom designed to meet the needs of the property. The training ensures that all hotel associates will provide SPG members with recognition, deliver on all program benefits and ensure overall guest satisfaction.

KEY RESPONSIBILIYTY

1. Designs and develops training curriculums and course materials using a variety of training delivery formats and tailoring to the needs of the various departments – accounting, sales, front office and executive office.

2. Conducts training classes in a hub location or at a Starwood property.

3. Works directly with division SPG leader, franchise directors and training administrator to schedule new Starwood property training prior to or just after opening or conversion.

4. Completes pre-training checklist including: agenda, property enrollment goals, class schedules, giveaway order, etc.

5. Conducts SPG Front Office and Reservations training and incorporates brand guest experience and arrival procedures.

6. Conducts training for Program Administration and SPG accounting procedures for Controller and accounting staff to ensure compliance with procedures and fraud prevention.

7. Participates in division training programs and conference calls as needed.

8. Writes a customized follow-up letter and report documenting training experience and listing specific action items. Follows up with department heads on all action items.

9. Responsible for post training metrics. Works with hotel and the relevant coordinator to make sure that all targets are being met.

10. Reviews class evaluation scores and improves content and delivery as needed to achieve satisfaction goals.

11. Works with SPG Hotel performance team to make sure that the China hotels are on goal, delivering the benefits and meeting all key metrics.

SUPERVISION EXERCISED: none

SUPERVISION RECEIVED: SPG Property Support Services Trainer – Asia-Pacific

RESPONSIBILITY AND AUTHORITY:

Employee Relations: The SPG Trainer is responsible for training Starwood hotel staff, to include: General Managers, Directors of Sales, Controllers, Directors of Revenue Management, Reservations Managers, Front Office Managers and appropriate sales, accounting, reservations, front office and other service staff. The SPG Trainer will also work as part of the larger training and support team as well as being an integral part of the Asia-Pacific support team.

Materials and Products: Creates and maintains all training materials. Designs tailor made courses where necessary.

Financial: Arranges and incurs travel and lodging expenses and is held accountable for these amounts submitted on expense reports. Conducts fraud prevention and accounting procedures for hotels to manage program costs and prevent theft.

Contacts: Direct contact with SPG and China leaders, all hotel staff, e.g. General Managers, Directors of Sales, Directors/Managers of Reservations, Front Office Managers. Program services, Hotel coordinators and training colleagues and various divisional support teams.

TECHNICAL/JOB-SPECIFIC COMPETENCY REQUIREMENTS AND RELATED EXPERIENCE

The individual must possess the following knowledge, skills and abilities and be able to explain and demonstrate that he or she can perform the essential functions of the job, with or without reasonable accommodation, using some other combination of knowledge, skills, and abilities.

· Excellent communication skills, both verbal and written in Chinese and English

· Demonstrate self-confidence, energy and enthusiasm.

· Present ideas, expectations and information in a concise, well-organized way.

· Excellent time management skills and correctly prioritizing tasks.

· Establish, measure and effectively evaluate processes, policies and procedures.

· Ability to be resourceful, creative and flexible.

· Ability to make decisions and work on their own initiative as needed.

· Superior human relations skills

· Strong training, development and presentation skills, and the ability to motivate individuals to learn.

· Desire to participate as part of a team.

· Proficient in PC applications: WP, PowerPoint and Spreadsheet.

· Detail-oriented and highly organized.

· Possess versatile leadership qualities and the ability to manage change.

This position requires the individual to be willing to travel on a weekly basis as required by the new property schedule and requests for refresher training. Property visits average 2-3 days each.

QUALIFICATION STANDARDS

Education

B.A. or B.S. in Hotel Management, Education, Marketing or Business, or equivalent experience.

Experience

Minimum two years in hotel reservations or front office operations or equivalent. Minimum 2 years in a role responsible for conducting training for groups of 10 or more.

万豪国际集团在全球 110+个国家拥有 30 个著名酒店品牌,酒店数量超过5,700 家，且还在继续发展壮大。作为世界知名的品牌，旗下拥有瑞吉、万豪，丽思卡尔顿，豪华精选、W 酒店、威斯汀、艾美、喜来登、福朋酒店，雅乐轩，源宿,Tribute Portfolio等。

    万豪国际大中华客户服务中心—广州海航大厦(Guangzhou Customer Engagement Center简称广州CEC）为万豪国际集团旗下的所有品牌服务，是一个重要的业务渠道和客户接触平台。我们关注的是中国——万豪国际在世界上最重要市场的客户需求。我们的员工主要是通过电话，邮件以及网上聊天会话的方式与客户进行交流互动。通过我们与众不同的服务，让客户在下榻酒店之前就能感受到品牌的魅力，从而建立顾客忠诚度并且扩大万豪国际集团的市场份额。

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