- 職位性質：全職
- 工作地區：江蘇省南京市
- 招聘人數：1人
- 學 歷：本科
- 工作經驗：5年以上
- 提供食宿：提供食宿
- 年齡要求：不限
- 計算機能力：熟練
- 語言要求：英語(熟練)
- 國際聯號工作經歷：優先
- 薪資待遇：1萬-1.2萬
- 職位有效期：2026-05-13至2026-08-18
職位：Quality Manager 質量經理
崗位職責/職位描述
1. Provides inspirational leadership, clear vision and direction to team members to ensure delivery of the Capella brand, values and vision, to create an amazing experience for our guests and team members.
為團隊成員提供富有感召力的領導力、清晰的愿景與工作方向，確保貫徹嘉佩樂酒店品牌理念、價值觀及發展愿景，為賓客和員工打造卓越體驗。
2.?Communicates expectations, recognizes performance, and produces consistent desired business results.
明確工作期望，認可員工工作表現，穩定達成預期經營成果。
3. Ensures and provides flawless, upscale, professional and high-class guest service experiences as a role model and expertise in operational related matters.
以身作則，憑借運營專業能力，保障并提供零瑕疵、高端精致、專業的賓客服務體驗。
4. Be an exemplary role model in inspiriting team members through strong demonstration of the Capella Culture and Service Philosophy.
深度踐行嘉佩樂企業文化與服務理念，成為激勵團隊員工的標桿榜樣。??
5. Recommend hotels’ key drivers to leaders when establishing quality charters through guests and operations feedback and data analysis.
結合賓客反饋及運營數據分析，在制定品質章程時，向管理層提出酒店核心提升方向建議。
6. Be actively involved and facilitate property Tiger Team meetings and follow through project execution to ensure it follows all action agreed in the meeting.
積極參與并組織酒店行政委員會會議，跟進項目落地執行，確保嚴格落實會議議定的各項舉措。
7. Driving consistent use of Knowcross inspection reports by Departmental Leaders.
推動各部門負責人常態化使用嘉佩樂巡檢報告。
8.?Establishing Key Performance Indicators for number of Internal assessments done utilizing Knowcross inspection reports.
依托嘉佩樂巡檢報告，制定內部質檢完成量的關鍵績效指標。
9. Handle complaints and resolving service ‘Glitches’, keep a record of all feedbacks under the appropriate system. Ensures that the issues are resolved in a timely manner to guests’ satisfaction.
處理賓客投訴、解決服務突發問題，在指定系統中留存所有反饋記錄，確保問題及時妥善解決，達到賓客滿意標準。
10.?Analyze and evaluate all guest comments and feedback from across all channels (i.e. TripAdvisor, ReviewPro, direct comment cards etc.). Provides findings and strategic direction to continuously improve overall rating.
分析研判來自各大平臺（例如貓途鷹、睿評系統、賓客意見卡等）的所有賓客評論與反饋，輸出分析結論并制定優化策略，持續提升酒店綜合評分。
11.?Monitor and analyses service performance scores on a monthly basis,identifies root causes and work with the relevant department heads on suggestions to improve performances.
每月監測并分析服務質量評分，深挖問題根源，協同各相關部門負責人制定服務提升改進方案。
12. Assists and provides performance results to departmental and senior management through use of data analysis, root cause analysis and action plan formulation.
過數據分析、根源剖析及行動計劃制定，向部門及高層管理層提供工作績效數據與支持。
13. Providing Department heads with data analyses on key drivers to facilitate departmental gap analysis.
為各部門負責人提供核心指標數據分析，協助開展部門服務短板差距分析。
14. To find opportunity to simplify the routine reporting procedure to achieve work efficiency within internal department.
尋找優化契機，簡化內部常規匯報流程，提升部門工作效率。
15. Ensure all colleagues recognizes the importance of LQA and Forbes standards as to deliver excellent audit and service performance.
確保全體員工充分認識 LQA（酒店品質評估）及福布斯評級標準的重要性，保障評審成績與服務品質雙優。
16. Ensure consistent departmental assessments are performed according to Forbes standard and Training Certification Manual.
嚴格依照福布斯標準及培訓認證手冊，常態化開展部門內部質檢評估工作。
17.?Liaise and build networks with internal, external auditors and mystery shoppers to schedule quarterly / yearly audits.
對接內外部評審機構及神秘訪客，建立溝通渠道，統籌安排季度及年度評審工作。
18. Facilitate time in operations to audit quality deviations based on customer feedbacks.
合理調配運營工作時間，依據賓客反饋對服務品質偏差項開展專項質檢核查。
19. Keep track of the property’s competitive standing on popular review platforms and promote project initiatives to maintain and or enhance property’s standing.
持續關注酒店在主流點評平臺的行業排名與競爭地位，推進專項提升項目，穩固并拔高酒店口碑排名。
20. Implement project initiatives to improve on the hotel’s operating procedures and standards in accordance with efforts to enhance the company’s competitive standing through efficiency of work and service performance.
落地各類優化項目，完善酒店運營流程與服務標準，通過提升工作效率和服務品質，增強酒店市場競爭力。
21.?Conduct yearly training of Performance Excellence Planning (PEP) for all leaders.
面向全體管理人員，組織開展年度卓越績效規劃（PEP）培訓。
22. Coordinate with Training Manager and Department heads on gap analysis and training initiatives to provide continuous improvement of service score performance.
協同培訓經理及各部門負責人，開展服務短板差距分析并落地專項培訓，持續提升服務評分表現。
23. Report any issue or damages and breakdowns within working areas and the hotel to ensure a defect-free facilities and service amenities provided.
及時上報工作區域及酒店內各類設施問題、損壞及故障情況，確保酒店設施與服務配套完好無缺陷。
24. Maintains strong working relationships with other departments to ensure effective communications for operational issues, serves as a role model for inter-departmental collaboration and support.
與各部門保持良好協作關系，保障運營事務溝通高效，樹立跨部門協作互助的標桿典范。
25. Empower team members to take ownership and responsibility in going beyond to exceed guest expectations. Delegate responsibility and expect accountability and regular feedback.
充分賦能團隊員工，引導其主動擔當、超越賓客期望；合理授權工作權責，要求員工履職盡責并定期工作復盤反饋。
26. Monitor performances team members and provide effective performance feedback for improvements, recognition and performance appraisal as due.
監督團隊員工工作表現，及時給予專業績效反饋，做好評優表彰及定期績效考核工作。
27. Mentor and guide individual team members’ growth and identify short to long-term goals to achieve and ensure high colleague engagement and welfare.
輔導助力員工個人職業成長，幫其制定短期及長期發展目標，維持高員工敬業度與員工福利保障水平。
28.?Maintain an image of professional management to all guests, team members and the hotel.
在賓客、內部員工及酒店各方面前，始終保持專業管理者職業形象。
