Guest Relation Manager ( Phụ Trách Dịch Vụ Khách Hàng, Ưu Tiên Người Quảng Ninh) Toàn thời gian

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Mô Tả Công Việc

Job Purpose
This position has as key objectives the continuous improvement and operational implementation of the Guest Experience and online reputation of the hotel by monitoring daily experience performance and Guest feedback, representing the Guest within the hotel and supporting GM on achieving positive results and Guest Experience targets. She/he will ensure full compliance of the Brand Assurance Program at the property, the implementation and follow-up of brand essentials (standards) and quality programs, including related training, with the aim of ensuring brand consistency and excellence, while supporting optimal Guest Experience, increased satisfaction and loyalty.


Responsibilities
VOICE OF THE GUEST
• As the project leader, he/she should support GM to lead and grow all Guest Experience initiatives within the property
• Focuses on guest satisfaction when identifying business improvement opportunities
• Represent the guests’ voice within the hotel; centralize and analyse all available guest feedback concerning hotel products and services (directly from guests and tools: VOG, Local Measure, Accor Customer Digital Card, ResaVision…)
• Encourage staff to invite guests to answer to the hotel guest satisfaction survey
• Fully master guest satisfaction tools to monitor and drive the Reputation Performance Score (RPS) as well as CompIndex
• Manage responses to all guest feedback, as per AccorHotels’ recommendation
• Share guest insights during morning briefing to GM, HOD and employees: negative as well as positive feedbacks (develop recognition of employees)
• Performing root-cause analysis in each touchpoints, problem resolution & prevention plans, following-up on necessary actions and implementation
• Deep Dive on Member’s experience and satisfaction and work closely with the loyalty activist
• Conduct weekly HOD meeting to communicate performance, support and follow up on action plans
• Lead and develop a team of Guest Experience Champions within the hotel to infuse the guest experience centric culture and keep improving guest satisfaction to drive preferences
• Champion the internal communication of Guest Experience related matters to all employees including performance, best practices implemented in other AccorHotels (CXC)
• Conducts Guest Experience Management induction for new hires

BRAND ASSURANCE AND QUALITY PROGRAM
• Embrace and communicate the Brand Assurance Program and all new brand/quality initiatives effectively to all stakeholders
• Is fully knowledgeable about the brand essentials (standards), checks and ensures full implementation across all departments
• Review and follow up on action plans proposed by each department post-mystery audit
• Take the initiative to actively implement daily / weekly cross-department assessments and appoint staff and empower them in doing the task
• Conduct quarterly full self-assessments
• Set internal target to ensure the highest audit score during the mystery audit

OPERATIONAL: GUEST SERVICE
• Has regular and close interactions with hotel guests to collect feedbacks and ideas
• Ensure VIP guests’ experience meet expectation from pre-arrival to departure
• Train, direct and monitor guest relation team performance to ensure all standards and operation procedures are adhered to
• Takes pride in delivering a high quality service
• Exhibit problem solving skill in efficient and timely manner, has ability to recover guest experience from negative into positive one
• Allows and supports team members to resolve internal and external guest service issues

OTHER INVOLVEMENT
• HEARTIST: The Guest Experience director works closely with T&C to ensure the entire hotel team fully embrace Heartist service culture as it will help enhancing guest experience. Takes pride in posting Sparkle moments on the CXC (Customer Experience Community)
• ACDC: The Guest Experience director works closely with the ACDC Champion in embracing the platform, collecting and using guest preferences to personalize guest’s experience. Takes pride in posting Sparkle moments on the CXC (Customer Experience Community)
• Change Management: models a positive response to organizational change; leading the change process through coaching and communication
• Attend regional/country Guest Experience meetings/trainings as required

Yêu Cầu Công Việc

Knowledge and Experience
• Bachelor’s Degree in Hospitality or related areas;
• Strong user knowledge of Microsoft Outlook and Microsoft Office tools;
• Experience in 5-star Hospitality required;
• Strong background in hotel operations; (minimum of 5 years in hotel operations including at least 2 years as a Duty Manager / Assistant Manager position)
• Strong experience with the setup and management of a Quality Management System;
• Experience in partnering and working closely with different stakeholders at various levels

Competencies
• Perfectly fluent in English and local language, another language a plus
• Strives to be approachable at all times particularly during workloads peaks
• Analytical
• Team player
• Excellent communicator
• Able to influence
• Detail-oriented
• Innovative, creative
• Organized
• Accountable
• People-oriented
• Multi-disciplinary, multi-tasked
• Passion for people and for best-in-class service

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