宾客体验官

1.质量标准制定与维护
Set and maintain Quality Standards
- 根据品牌标准，制定并持续更新酒店服务质量标准、操作流程及检查体系；
According to brand standards, set and constantly renew the hotel service standards,operation procedures and inspection systems;
- 监督各部门执行标准化服务流程，定期审核合规性。
Monitor the execution of service standards, and regular inspect compliance.
2.质量监控与评估
Quality monitor and evaluation
- 定期开展全面质量检查（包括神秘顾客调查、现场巡查、LRA质量检查等），识别服务缺陷、设施隐患或流程漏洞；
Regular quality inspection (including mystery shopper, on-site check and LRA check,etc), to identify service defects, facility challenges and process loophole;
- 分析客户反馈（如OTA评价、投诉记录、满意度调查），提炼改进方向并推动整改；
Analyze guests’ feedbacks (including OTA comments, compliant records, satisfaction investigation, etc) , to identify improvement opportunities so as to initiate rectification projects;
- 建立顾客满意度体系及客户沟通系统，通过高效沟通和服务提升线上平台美誉度。
Create guest satisfaction system and guest communication system, to increase reputation through highly effective communication and services.
3.培训与改进
Training and improvement
- 协同人力资源部设计质量相关培训计划，提升员工服务意识和技能；
Co-work with HR department to design service quality related trainings, to increase service sense and skills of all staffs;
- 主导跨部门协作，针对质量问题制定改进方案并跟踪落实效果。
Lead multi-departments collaboration, determine quality improvement plan and projects, and lead the execution.
4.合规与风险管理
Compliance and risk management
- 确保酒店运营符合卫生、安全、消防等法律法规及集团内部政策；
Ensure the hotel operation up to standards of safety, hygiene, fire safety national laws and regulations as well as company policies;
- 参与危机管理预案制定，处理重大质量事故或客户投诉，降低负面影响。
Participate crisis emergency plan, handle major quality incident or guests compliant, to reduce negative influence.
5.数据与报告
Data and report
- 建立质量绩效指标体系（如客户满意度得分、重复投诉率等），定期向管理层汇报分析报告；
Set up quality performance management system (guests’ satisfaction, repeat compliant ratio, etc), regular reports to management team;
- 使用质量管理软件跟踪趋势并提出优化建议。
Utilize the quality management tools to track the trend and propose optimization.
任职要求：
1、本科或以上学历，酒店管理或相关专业，国际品牌酒店或万达酒店管理公司工作背景的优先。
Bachelor's degree or above in Hospitality Management or a related field, with work experience in international hotel brands or Wanda hotel management background preferred.
2、房务或餐饮运营管理岗位5年以上工作经验，连锁品牌酒店至少5年以上工作经验。
Preference will be given to candidates with 5 years’ management experience in Room division or Food & Beverage division positions. At least 5 years’ experience in chain branded hotels is required.
3、拥有至少两年以上国际五星级品牌运营部门负责人工作经验。
At least two years of section head experience in the international 5-star hotel operations department is required.