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崗位職責/職位描述

The Role 崗位職責:

1. The Essentialist Manager is the cultural heartbeat of Patina Tianjin, embodying the brand’s spirit of Perpetual Journey— a continuous exploration of meaningful connections, local artistry, and mindful living. This role leads the creation and curation of immersive guest experiences that celebrate Tianjin's local culture, ensuring that every stay transforms from accommodation into an inspiring life moment.

Beyond traditional guest relations, this leader oversees guest satisfaction, online reputation, and the hotel's Lifestyle Program, aligning all guest touchpoints with Patina's purpose of“Transformative Luxury.”

知客經理是柏典的品牌靈魂人物，代表著「永續旅程（Perpetual Journey）」的核心精神 —— 持續探索有意義的連接、本地文化與優雅生活的深度融合。此職位負責策劃與引領賓客沉浸式文化體驗，讓每一次入住都成為賓客靈感與生活方式的延伸。

不僅限于傳統的賓客關系管理，此崗位更肩負賓客滿意度、線上聲譽管理及酒店生活方式項目（Perpetual Journey）的全面統籌，確保賓客接觸的每個環節都與?Patina?的品牌宗旨——“變革型的奢華”完美契合。

2. Serveas the brand custodian of Patina's Perpetual Journey, ensuring its philosophy is translated into tangible guest experiences across every stay stage — pre-arrival, in-stay, and post-departure.

作為品牌精神「永續旅程」的守護者，將其理念貫穿于賓客全旅程體驗中（抵店前、在店中、離店后），確保品牌精神轉化為真實感受。

3. Lead the curation of the Hotel Lifestyle Program, collaborating with local artists, designers, musicians, and cultural partners to create meaningful cultural immersion for guests.

統籌并策劃酒店生活方式計劃，與本地藝術家、設計師、音樂人及文化機構合作，打造具有意義的沉浸式文化體驗。

4. Act as the cultural storyteller of the property — developing narratives, experiences, and touchpoints that reflect Tianjin's contemporary art, history, and human connections.

成為酒店的文化敘事者，設計并詮釋反映天津當代藝術、歷史底蘊及人文精神的故事與體驗環節。

5. Oversee all aspects of guest experience,ensuring personalized, anticipatory, and emotionally resonant interactions aligned with Forbes Five-Star and LQA standards.

全面負責賓客體驗管理，確保所有服務體現個性化、前瞻性與情感共鳴，并符合福布斯五星及?LQA?標準。

6. Manage VIP arrivals, special requests, and pre-arrival communications to ensure seamless service coordination across departments.

管理貴賓抵店流程、特殊需求及抵店前溝通，確保跨部門服務銜接順暢。

7. Lead post-stay follow-ups to deepen guest relationships and identify future engagement opportunities (return visits,cultural program participation, or brand advocacy).

主導賓客離店后的關系維護，促進二次互動與復訪，例如邀請參與文化活動或品牌體驗項目。

8. Monitor and lead the hotel's online reputation management, including TripAdvisor, Ctrip, Google Reviews, and social media platforms, ensuring timely responses that reflect brand tone and empathy.

主導酒店的線上口碑管理，包括?TripAdvisor、攜程、Google?評論及社交媒體，確保以品牌語調與真誠態度及時回應。

9. Analyze guest feedback trends and sentiment analytics to identify service gaps, initiate recovery actions, and drive continuous improvement.

分析賓客反饋趨勢與情感數據，識別服務差距，主導改進措施并持續優化體驗。

10. Work with Marketing and PR teams to translate authentic guest stories and experiences into digital story telling that enhances the property's cultural positioning.

與市場及公關團隊合作，將真實的賓客故事轉化為數字傳播內容，強化酒店的文化定位與品牌形象。

11. Build and sustain partnerships with local creators, artisans, galleries, and cultural venues to craft meaningful guest experiences beyond the hotel.

建立并維護與本地創意人、手工藝人、美術館及文化空間的合作，打造酒店以外延伸的在地體驗。

12. Curatein-house lifestyle activations — fromart installations and tea ceremonies to live music sessions — integrating local traditions with contemporary aesthetics.

策劃酒店內的生活方式活動，如藝術裝置、茶文化體驗、音樂沙龍等，將地方傳統與現代美學融合。

13. Lead,mentor, and inspire the Guest Experience team and Patina essentialists to embody brand philosophy and deliver emotionally intelligent service.

領導并激勵知客團隊與柏典酒店團隊，以情緒智能驅動品牌化服務，成為品牌文化的代言者。

14. Conduct Forbes & LQA service training sessions, focusing on empathetic communication, storytelling, and personalization.

定期組織福布斯及?LQA?服務培訓，重點強化同理心溝通、故事化表達與個性化體驗設計。

15. Collaborate with the Rooms, F&B, and Spa teams to ensure a unified guest journey and consistent emotional tone across touchpoints.

與房務、餐飲及水療部門密切合作，確保賓客旅程一致性與情感體驗連貫。

16. Track guest satisfaction metrics (GSS, NPS,online review ratings) and present insights to GT for strategic improvement.

監控賓客滿意度指標（GSS、NPS、線上評分等），并定期向管理委員會呈報優化建議。

17. Integrate guest feedback into service design, cultural programming, and operational decisions.

將賓客反饋融入服務設計、文化活動及運營決策中，實現體驗持續進化。

Talent Profile 能力&技能需求：

Acquire working experience in hotel/resort(preferably luxury brands).

擁有酒店工作經驗(特別是奢華品牌的酒店)。

Have professional training in hospitality industry.

接受過酒店專業的培訓。

Able to communicate in Mandarin or English fluently.

能夠流暢的使用普通話或英語進行對話。

Having good communication skills.

良好的溝通能力。

Able to operate basic computer skills.

正確應用基本電腦系統。

Command organization system in our department,knowledge how to make or motivate people work, cooperate with other departments.

能夠指揮本部門的組織系統，知人善任，調動下級的積極性，協調與其他部門的關系。