青岛招聘

职位描述：
General and Administration
? Lead and support hotels in the implementation of all Guest Experience programs (i.e. VOG, LQA, Resavision, etc.)
? Be the point of contact to effectively communicate all new initiatives related to guest experience to all hotels
? Identify, collect, and share Guest Experience Management best practices within hotel and network
? Attend monthly conference calls with the Guest Experience Asia Pacific team to review region’s performance and provide feedback on specific hotel’s performance whenever necessary
? Formulate yearly guest experience targets/KPIs for hotels within the network for final validation of the VPOs and COO

Guest Satisfaction and Feedback Management
? Collect, analyze, and interpret customer satisfaction data to identify requirements and information useful in optimizing guest experience
? Management of all customer contacts / feedback received directly by the Corporate Office in China and follow up resolution of such feedback with hotel GMs
? Monitor and analyze guest feedbacks (complaints/congratulations/inquiry) from Social Media, Emails, Call Center, etc. and facilitate action plans necessary for improvement whenever needed

Brand Compliance Management
? Manage the brand assurance audit process
? Ensure the standards and audit tools are understood and implemented by hotels properly
? Annual review of the brand essentials with other departments, assessment of applicability to the market / region, and provide recommendations to the global team for adjustment as necessary
? Monitor mandatory self-assessments in preparation for brand assurance audits
? Follow up and validate Management Action Plans submitted by hotels after the brand assurance inspection
? Validate waivers and retro-claims submitted by hotels prior to submission to the Regional/Global Brand Teams
? Validate translation and consequently distribute the updated brand standards to the hotels

Performance Management
? Visit specific properties that need urgent assistance in improvement of guest satisfaction scores
? Issue a monthly report to the VPO / COO on hotels performance and advise on areas of improvement/focus
? Regularly communicate with General Managers to advise on areas of improvement whenever necessary
? Regular consultations with poor-performing hotels/hotels that have shown a decline in guest experience KPIs (i.e. RPS, Brand assurance audit score, etc.) to ensure action plans are implemented and hotels are showing improvement
? Facilitate and support hotels in action planning to drive improvements in the guest experience scores

Continuous Improvement
? Work with other departments such as marketing, distribution, Technical services, etc. to analyze customer feedback and develop programs effective for improved customer experience
? Conduct research to identify new trends in terms of customer engagement and experience
? Identify innovative new approaches to guest experience management and communicate effectively (e.g. creating internal audit teams, deep dive teams etc.)
? Identify specific touchpoints (along the customer journey) that needs improvement using data from VOG and work with relevant departments to improve customer experiences

Pre-opening Support
? Support pre-opening hotels in the implementation of all tools related to brand compliance, guest experience programs
? Conduct Guest experience induction workshops for new opening hotels
? Conduct brand compliance assessments to new opening hotels within the first month of opening and provide guidance on where to focus on to improve compliance and enhance customer experience

Training and Human Resources
? Validation of candidates for hotel guest experience manager / champion prior to appointment, providing orientation and training to ensure an effective and qualified workforce
? Organize training programs for the guest experience managers / champions in order to update their job knowledge and enhance their skills
? Conduct Guest Experience Management overview with all new General Managers and Director of Sales and Marketing to introduce the key programs related to Guest Experience and Brand compliance
? Actively participate and support the implementation of the Heartist Journey
? Conduct Guest Experience Trainings with hotels (as necessary) to spread the guest experience culture

Knowledge and Experience
? Bachelor Degree in Hospitality management
? Minimum of 5 years of relevant experience in hotel operations, out of which 2 years should be as a Functional Manager level or above (at least HOD or similar level experience preferred)
? Experience with Quality Management and setup
? Experience in partnering and working closely with the latest Guest Experience Management Tools

Competencies
? Strong customer relations skills
? Perfectly fluent in English and local language with ability to communicate with impact
? Leads change effectively
? Interpersonal savvy
? Highly organized and detail-oriented
? Innovative, creative
? Digitally-oriented
? Results and action oriented
? Strong self-management, self-insight, self-development skills

雅高作为全球领先的酒店集团，在全球110个国家拥有5,100多家酒店和10,000家餐饮场所。雅高集团拥有行业内最具多样化及完整性的酒店生态系统之一，包括奢华及高端品牌、中端和经济型酒店、独到的生活方式理念、娱乐和夜生活场所、餐厅和酒吧、服务型品牌寓所、共享住宿酒店、礼宾服务以及联合办公空间等。同时，雅高集团还拥有风格各异的品牌组合及大约26万名团队成员，遍及全球各地。超过6,800万会员享受雅高集团的全面客户忠诚计划ALL - Accor Live Limitless 雅高心悦界——集礼遇、服务与体验为一体的日常生活方式的贴心旅伴。

集团设立有Planet 21 – Acting Here（21世纪地球）项目、Accor Solidarity（雅高团结基金会）、RiiSE计划以及“ALL Heartist Fund”专项资金等多项计划，旨在通过商业道德、负责任旅游、环境可持续性、社区参与、多元与融合等多个渠道推动社会的积极行动。

雅高集团是目前全球第二大奢华酒店集团、全球名列前茅的生活方式运营商以及服务型品牌寓所领域的全球领导者。

雅高集团成立于1967年，拥有50余年的酒店运营经验，足迹遍布世界，在大中华区已运营超过35年。雅高旗下拥有从奢华、高端、生活方式、中端到优质经济型品牌共52个品牌，其中在大中华区有14个，包括奢华品牌莱佛士、费尔蒙、索菲特，高端品牌美憬阁、铂尔曼、瑞士酒店、美爵，以及中端品牌诺富特、美居，和经济型品牌宜必思等等，每个品牌各有特色，为宾客提供他们希望的别出心裁的体验。

截至2021年6月，雅高在大中华区共拥有超过480家运营酒店，共计89,900多间客房。目前雅高大中华区拥有约25,000名员工。