Workplace-experience-manager-陆家嘴工作职责与职位要求.docx

Workplace experience manager-陆家嘴工作职责与职位要求

职位描述：
•Develops and maintains positive client relationships.
•Ensures contractual KPIs and SLAs are maintained.
•Collaborates with HR to ensure adequate on-boarding, training, and staffing for the account.
•Manages and coaches Experience Team to deliver excellent service levels for the client within budget.
•Creates & Delivers training for the Experience team and as required the wider account team.
•Embodies the “hospitality mindset〞
•Creates an “One Team〞 and “Pro-active service delivery〞 culture.
•Researches and implements new processes and technology to improve operational efficiency.
•Periodically reviews and drives adaptation of policies and procedures.
•Prepares and manages departmental budget.
•Responsible for facility inspections for quality assurance on a periodic basis.
•Produces and maintains various inspection and CSAT reports, using the data to drive business decisions.
•Uses computer and/or mobile device for work order system, email, ESS and training.
•Other duties may be assigned.
Required Knowledge and Skills:
COMMUNICATION SKILLS
Ability to comprehend, analyze, and interpret the most complex business documents. Ability to respond effectively to the most sensitive issues. Ability to write reports, manuals, speeches and articles using distinctive style. Ability to make effective and persuasive presentations on complex topics to employees, clients, top management and/or public groups. Ability to motivate and negotiate effectively with key employees, top management, and client groups to take desired action.
FINANCIAL KNOWLEDGE
Requires working understanding of financial terms and principles. Ability to forecast and prepare budgets.
REASONING ABILITY
Ability to solve advanced problems and deal with a variety of options in complex situations. Draws upon the analysis of others and makes recommendations that have a direct impact on the company.
OTHER SKILLS and/or ABILITIES
Intermediate skills with Microsoft Office Suite, Outlook, intranet/internet. Ability to use work order system.
LANGUAGE: excellent verbal and written communication skills in both English and Mandarin
COLLABORATION: displays the ability to work in a team. Shares information and is prepared to assist colleagues when necessary in order to deliver a task or project
DESIRE TO LEARN: displays a willingness and enthusiasm to learn and be guided by Senior Managersand stays up to date with the latest industry information
Qualifications and Education:
EDUCATION and EXPERIENCE
High school diploma or general education degree (GED) required. Minimum of six years of related experience and/or training. Bachelor's degree preferred with focus on Hospitality. Management experience required.