Legacy Yen Tu, MGallery by Sofitel. Accorhotels - Guest Relation Manager (Korean speaking)

• Hạn nộp: 29/11/2019
• Mức lương: Thỏa thuận

Thông tin cơ bản

Mô tả công việc

VOICE OF THE GUEST
· As the project leader, he/she should support EAM 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 the brand 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

Quyền lợi được hưởng

- Competitive Package of salary and benefits
- Professional and international working environment.
Care about future career advancements

Yêu cầu công việc

- Minimum 2 years relevant experience working in international hotels
- Thorough knowledge of customer service,
- Good organizational and multitasking abilities
Problem-solving skills

Yêu cầu hồ sơ

Please send your CV to email: Tin đã hết hạn
or visit to T&C office - Legacy Yên Tử MGallery by Sofitel - Uong Bi city, Quang Ninh province.
or contact Ms Tâm (in office hour) for further information: 0916 020360

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