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崗位職責/職位描述

Primary Responsibilities【主要職責】

1. Conduct Guest Experience Management overview induction for new hires and thorough induction on Guest Experience for all new HODs/Managers within the first month of employment.組織新入職人才做客戶體驗管理的入門簡介，并確保在一個月之內為新入職的部門總監/經理進行全面介紹。
2. Provides guidance and motivation to the Guest Relation Team. Establishes and communicates on a daily basis with the team. A strong commitment to Colleague Satisfaction.指引并激勵賓客關系團隊，與團隊建立實時的溝通，并且對人才滿意度負責。
3. Accomplish a set of administrative duties such as leading and attending meeting, writing reports and memos and other specific duties related to the job function.完成如組織并出席會議、撰寫報告和備忘錄以及與工作職能有關的其他職責的一整套行政職責。
4. Coordinates management of the Front Desk,?Executive Floor, Concierge and Service Center?to ensure a smooth operation and the highest level of guest satisfaction.協調前臺、行政樓層、禮賓部和總機等部門的工作，以確保運營順暢及客人滿意度。
5. Works directly with the Front Office operations to ensure a seamless experience for all guests, including LCAH/VIP.確保與前廳各運營部門一起，為包括雅高樂雅會會員和貴賓在內的所有賓客提供完美的入住體驗。
6. Ensure the relevant teams and stakeholders respond to all Guest feedback.確保相關團隊人員回應所有的客人反饋。
7. To provide continuity of management in regards to emergency response and crisis handling – ensuring that team members and guests are aware of the situation and appropriate responses.提供應急反應和危機處理時的管理任務，確保人才和賓客了解當前狀況并做出適當的反應。
8. Creates an environment that allows colleagues to achieve job fulfillment and provides a path for career development with Brand. ?Develops strong teams through active involvement in the operations and through the development and support of a continually evolving team.為所有同事創造出一個可以完成工作任務并在品牌內得到提升與發展的工作環境。

【崗位要求】

1. One years or more of experience in front desk management positions.一年及以上前廳管理崗位的經驗；
2. Experienced in?guest experience management, understands and can use reporting RPS, etc.熟悉賓客體驗管理體系，并可熟練使用報表工具對賓客滿意度進行分析；
3. PMS and Office software knowledge.熟悉并掌握Opera酒店管理系統和各類辦公軟件；
4. Excellent communication and expression skills, clear thinking, proactive, strong internal drive, learning ability, sense of responsibility, and affinity.優秀的溝通表達能力，思路清晰，積極主動，內驅力、學習能力、責任心、親和力強。