- 職位性質：全職
- 工作地區：上海市浦東新區
- 招聘人數：1人
- 學 歷：大專
- 工作經驗：不限
- 提供食宿：不限
- 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：不限
- 薪資待遇：1.1萬-1.5萬
- 職位有效期：2026-04-13至2026-07-12
職位：賓客體驗部經理 Manager of Guest Experience
崗位職責/職位描述
Analyze market data and industry trends to provide decision-making basis for the hotel's product innovation and service upgrade.
分析市場數據和行業趨勢，為酒店的產品創新、服務升級提供決策依據。
Be responsible for the budget preparation, cost control, and expense management of the GE department. Monitor all expenses to ensure that the department's operating costs are controlled within the budget.
負責賓客體驗部的預算編制、成本控制和費用管理，監控各項費用支出，確保部門運營成本控制在預算范圍內。
Establish and improve the customer service system, develop a customer satisfaction improvement plan, and ensure that guests enjoy high-quality service during their stay. Regularly conduct customer satisfaction surveys, collect guest feedback, and improve service quality in a timely manner.
建立并完善客戶服務體系，制定客戶滿意度提升計劃，確保客人在入住期間享受到優質的服務。定期開展客戶滿意度調查，收集客人反饋，及時改進服務質量。
Handle guest complaints and special needs to ensure that guest problems are properly resolved and maintain the good image of the hotel. Personally follow up and handle complaints from important guests until the guests are satisfied.
處理客人的投訴和特殊需求，確保客人問題得到妥善解決，維護酒店的良好形象。對于重要客人的投訴，親自跟進處理，直至客人滿意。
Ensure corrective training is implemented based on the feedback received.
確保根據收到的反饋實施矯正培訓。
Be responsible for the organizational structure design and staffing planning of the GE department, and allocate human resources reasonably according to business needs.
負責賓客體驗部的組織架構設計和人員編制規劃，根據業務需求合理配置人力資源。
Develop and implement employee training plans to improve employees' business skills and
service awareness. Regularly organize internal training courses and skill competitions to motivate employees to continuously improve their professional levels.
制定并實施員工培訓計劃，提升員工的業務技能和服務意識。定期組織內部培訓課程和技能競賽，激勵員工不斷提升自己的專業水平。
Establish and improve the employee performance appraisal system, conduct a fair and objective
evaluation of employees' work performance, motivate employees to work actively, and improve work performance. By setting up performance bonuses, excellent employee selection, etc., stimulate employees' work enthusiasm.
建立并完善員工績效考核體系，對員工的工作表現進行公正、客觀的評估，激勵員工積極工作，提高工作績效。通過設立績效獎金、優秀員工評選等方式，激發員工的工作積極性。
Cooperate closely with the marketing department, participate in the hotel's marketing promotion
activities, develop marketing strategies for the rooms department, and increase
the hotel's room occupancy rate and average room rate.
與市場營銷部門密切合作，參與酒店的市場推廣活動，制定房務部的營銷策略，提高酒店客房的入住率和平均房價。
Coordinating an effective and efficient Payroll Management / Resource allocation through establishing a flexible work force throughout the Division, based on the principles of Multi Skilling and Multi-Tasking.
根據“一職多能”的原則，建立一個靈活的用人機制，協調有效和高效的薪資管理和資源分配。
Support Host needs in other departments based on the hotel priorities and anticipated business
levels.
根據酒店的優先次序和預期業務水平，支持其他部門對主理的需求。
Establish a rapport with guests maintaining good customer relationship and handle all guest
complaints, requests and enquiries on Guest Services.
與客人建立并保持良好的客戶關系，并處理所有客人投訴，要求和問詢。
Ensure the Guest Experience Department and Housekeeping department meets quality and?internal standards. Identify process improvements and best practices. Provide feedback and develop processes to improve the guest experience.
確保賓客體驗部和客房部符合質量和內部標準。確定流程改進和最佳操作規程。提供反饋和改進流程，以改善客戶體驗。
Increase occupancy, ADR and RevPAR index by making accurate reservations using the implemented dynamic pricing strategies. Implement upsell program.
通過使用實施的動態定價策略進行準確預約，提高入住率，每日平均房價和每間夜平均收入。完成增銷計劃。
Work closely with the Finance department on follow-up items, i.e., returned checks, rejected credit cards, billing accurateness, cashier handling etc.
與財務部在后續跟進事宜中緊密合作，如：退還支票，拒絕信用卡，賬單正確性，現金管理等。
Operate all aspects of the Guest Experience computer system, including software maintenance, report generation and analysis.
操作客戶服務部門所有的計算機系統，包括軟件維護，報告生成和分析。
Be personally and frequently verify that guest’s check-in / out are receiving the best possible service.
經常親自對客人在入住/離店時是否得到最佳服務進行核實。
Monitor call handling in Guest Experience and ensure that all telephone standards are adhered to.
監控賓客體驗部的電話服務，并確保其遵守所有電話服務標準。
Maintain standards of guest service quality. Analyze response time to guest’s requests for items and maintenance requests and highlight any issues to the respective department
head.
保持客戶服務質量的標準。分析客人請求的回應時間，并向相應部門負責人匯報突出問題。
Ensure that the team projects a warm, professional and welcome image.
確保團隊表現出熱情，專業和歡迎的形象。
Be in attracting, coaching, training, and retaining talent by engaging and showing a genuine passion to develop others.
用真誠的熱情來吸引，指導，培養和留住人才。
Preparation of annual department operating budget: Monitor monthly expenses, with emphasis on variances, assisting in preparing schedules, ordering, inventory management, and other administrative duties as needed.
編制部門年度運營預算：監測每月開支，重點是差異，協助準備時間表，訂購，庫存管理以及其他需要的行政職責。
Achieve maximum sell out where possible.
盡可能實現最大限度的銷售。
Conduct daily operational briefings.
主持每日運營簡會。
Demonstrate high visibility in the lobby F&B outlet.
隨時關注大堂餐飲部的運營情況。
Monitor team daily roster to make sure smoothly flows during operations.
監督團隊排班，確保運營工作的順利進行。
Act as a coach and mentor to team members, maintaining discipline as necessary.
在工作中為員工樹立榜樣，必要時采取紀律措施，確保賓客體驗部和客房部工作。
Ensure clear and timely internal team communication (e.g. of room targets, up-selling targets).
隨時確保團隊內部的信息溝通（如：客房銷售目標；增銷目標）。
Identifies and develops high potential team members.
發現并培養有潛質的員工。
Responsible for emergency and security related situations (SOS, fire bureau, PSB).
負責緊急事件和安全防范的相關事宜（國際醫療救助，火警，外來人口統計調查）。??
Able to efficiently perform all duties (accurate completion of forms, securing of payment).
保證日常工作能夠高效運轉實施（表格單據要填寫規范，付款方式要有保障）。
Is knowledgeable on all hotel information, city information and event activities.
需要了解一切酒店信息、城市信息和重要活動事件的信息。
Responsible for monitoring and controlling room inventory management.
隨時監控客房的出租率。
Act as a role model and exemplifies delivery of Artyzen Brand Service Standards.
在工作中以雅辰酒店的品牌服務標準為依據。
Be familiar with hotel’s contingency plan.
熟練掌握酒店突發事件處理預案。
Comply with Health & Safety, emergency, fire and hotel rules and regulations.
遵守有關健康安全、緊急事件、火警和酒店規則等相關章程。
Completes checks on reports including- rate, room discrepancy, credit check, blacklist report.
確保檢查包括：房價、房態差異、信用核查、酒店黑名單等相關報表。
Conducts spot checks all activities relating to Artyzen membership.
負責檢查所有雅辰會員計劃的工作實施。
Follows up on finance related issues to ensure all payments are secured and accurate.
依照財務制度確保一切付款方式的保障性。
Monitor annual leave plans ensuring it is in line with business trends.
根據酒店運營情況合理安排年假。
Review and analyze expenses to keep in line with departmental targets.
回顧并分析開支預算以確保部門收益目標的達成。
Remain commercially aware, maximizing revenue being always up-to-date on current promotions.
時刻保持經濟頭腦，持續一貫性的日常促銷可以保證利潤最大化。
Adhere by all company rules and regulations.
服從公司的所有規章制度。
To undertake any other reasonable task or request as directed by the management.
貫徹執行由管理者下達的正確指示和要求。
