Hoteljob MV: "Tôi Là Nhân Viên Khách Sạn": Xem Ngay

Hoteljob.vn ra mắt phiên bản App Mobile cho 2 hệ điều hành IOS (Tại đây) và Android (Tại đây)

1140 400
7911 1

Hotel Guest Experience

  • Hạn nộp: 30/07/2018
  • Mức lương: Thỏa thuận

Thông tin cơ bản

Số lượng
1
Nơi làm việc
Thành Phố Hạ Long - Quảng Ninh
Giờ làm việc
Giờ hành chính
Vị trí
Nhân viên
Cập nhật
03/08/2018 14:00

Mô tả công việc

Job Purpose
This position has as key objectives the continuous improvement and operational implementation of the Guest Experience and online reputation of the hotel by monitoring daily experience performance and Guest feedback, representing the Guest within the hotel and supporting GM on achieving positive results and Guest Experience targets. She/he willensure full compliance of theBrand Assurance Program at the property, the implementation and follow-up of brand essentials (standards) and quality programs, including related training, with the aim of ensuring brand consistency and excellence, while supporting optimal Guest Experience, increased satisfaction and loyalty.

Key Interactions
Internally
• General Manager
• Department Heads and Managers
• Ambassadors/ Champions/ Employees
• Corporate teams: Guest Experience, Loyalty, MarketingMidscale or Economy brands, Operations

Externally
• Guests
• Third-party suppliers (VOG Trust You,Brand Audit Supplier, Local Measure…)

Responsibilities
VOICE OF THE GUEST (VOG)
• As the project leader, he/she should support GM to lead and grow all Guest Experience initiatives within the property
• Focuses on guest satisfaction when identifying business improvement opportunities
• Represent the guests’ voice within the hotel; centralize and analyse all available guest feedback concerning hotel products and services (directly from guests and tools: VOG, Local Measure, Accor Customer Digital Card, ResaVision…)
• Encourage staff to invite guests to answer to the hotel guest satisfaction survey
• Fully master guest satisfaction tools to monitor and drive the Reputation Performance Score (RPS) as well as CompIndex
• Manage responses to all guest feedback, as per AccorHotels’recommendation
• Share guest insights during morning briefing to GM, HOD and employees: negative as well as positive feedbacks (develop recognition of employees)
• Performing root-cause analysis in each touchpoints, problem resolution & prevention plans, following-up on necessary actions and implementation
• Deep Dive on Member’s experience and satisfaction and work closely with the loyalty activist
• Conduct weekly HOD meeting to communicate performance, support and follow up on action plans
• Lead and develop a team of Guest Experience Champions within the hotel to infuse the guest experience centric culture and keep improving guest satisfaction to drive preferences
• Champion the internal communication of Guest Experience related matters to all employees including performance, best practices implemented in other AccorHotels (CXC)
• Conducts Guest Experience Management induction for new hires

BRAND ASSURANCE AND QUALITY PROGRAM
• Embrace and communicate the Brand Assurance Program and all new brand/quality initiatives effectively to all stakeholders
• Is fully knowledgeable about thebrand essentials (standards), checks and ensures full implementation across all departments
• Review and follow up on action plans proposed by each department post-mystery audit
• Take the initiative to actively implement daily / weekly cross-department assessments and appoint staff and empower them in doing the task
• Conduct quarterly full self-assessments
• Set internal target to ensure the highest audit score during the mystery audit

OPERATIONAL: GUEST SERVICE
• Has regular and close interactions with hotel guests to collect feedbacks and ideas
• Ensure VIP guests’ experience meet expectation from pre-arrival to departure
• Train, direct and monitor guest relation team performance to ensure all standards and operation procedures are adhered to
• Takes pride in delivering a high quality service
• Exhibit problem solving skill in efficient and timely manner, has ability to recover guest experience from negative into positive one
• Allows and supports team members to resolve internal and external guest service issues

OTHER INVOLVEMENT

• HEARTIST:The Guest Experience director works closely with T&C to ensure the entire hotel team fully embrace Heartist service culture as it will help enhancing guest experience. Takes pride in posting Sparkle moments on the CXC (Customer Experience Community)

• ACDC: The Guest Experience director works closely with the ACDC Champion in embracing the platform, collecting and using guest preferences to personalize guest’s experience. Takes pride in posting Sparkle moments on the CXC (Customer Experience Community)

• Attend regional/country Guest Experience meetings/trainings as required

Main Complexity/Critical issues in the Job
• The ability to manage projects strategically, while being hands-on and detail-oriented, acting as a catalyst for making things happen
• Capacity to work independently and with stakeholders in order to enhance the Guest Experience with relevant/innovative products, services and programs
• Coordinate, communicate and get buy-in from the different stakeholders at various levels
• The ability to influence stakeholders
• The ability to create and lead a guest-centric culture at the property
• Act as a role-model and inspire behavioral change
• Lead and foster excellence and innovation

Quyền lợi được hưởng

Candidates will be provided with job details during interview.

Yêu cầu công việc

Profile
Knowledge and Experience
• Bachelor’s Degree inHospitality or related areas;
• Strong user knowledge of Microsoft Outlook and Microsoft Office tools;
• Experience in 2-3-star Hospitality required;
• Strong background in hotel operations;(minimum of 3 years in hotel operations)
• Strong experience with the setup and management of a Quality Management System;
• Experience in partnering and working closely with different stakeholders at various levels

Competencies
• Perfectly fluent in English and local language, another language a plus
• Analytical
• Team player
• Excellent communicator
• Able to influence
• Detail-oriented
• Innovative, creative
• Organized
• Accountable
• People-oriented
• Multi-disciplinary, multi-tasked
• Passion for people and for best-in-class service

Yêu cầu hồ sơ

Full CV

Chia sẻ:
Tải lên từ máy tính

Chấp nhận tập tin doc, docx, xls, xlsx, pdf, gif, jpg, png dung lượng không quá 10MB

ĐÁNH GIÁ

5.0

TỐT

5 ĐÁNH GIÁ

Chính sách nhận xét

Môi trường làm việc5/10
Chế độ đãi ngộ5/10
Địa điểm làm việc5/10
Thêm ảnh
Môi trường làm việc
Chế độ đãi ngộ
Địa điểm làm việc

BẠN ĐÃ ĐÁNH GIÁ CHO NTD NÀY

5 THÀNH VIÊN ĐÃ ĐÁNH GIÁ

Sắp xếp đánh giá:

  • Quy mô: 100 - 499
  • 160 Ha Long Road / Bai Chay Ward / Ha Long City / Quang Ninh Province
  • https://www.novotelhalongbay.com
  • Novotel Ha Long Bay is the leading hotel in Ha Long and opened in October 2008. The 4-star hotel overlooks the magnificent Ha Long Bay, UNESCO World Heritage, and offers 225 rooms F&B outlets feature: The Square Restaurant with international cuisine, The Lobby Lounge, an outdoor swimming pool with a poolside Bar. Conference facilities include a ballroom up to 300 seats for conferences, events and banquets and 5 meeting rooms with a panoramic view on the islands of Ha Long Bay.

Thông tin liên hệ

Mã QR giới thiệu