Director of Guest Experience and Program Activation, Greater China

Salary Details

Salary Description: Competetive Salary Offered

Job Description For Director of Guest Experience and Program Activation, Greater China

Shanghai

Job Purpose:

The Director of Guest Experience and Program Activation is responsible for spearheading the implementation and continual development of the brand-focused and guest experience programs across all hotels in Greater China.

1st primary responsibilities
- Manages specific projects from all cross-functional departments to ensure that all initiatives are prioritized and executed / implemented properly within the determined timeline
- Establishes processes to ensure alignment and strengthen synergies, as well as avoid duplicate work between all cross-functional departments
- Directs and drives the proper implementation of key brand programs in the hotels with the support of VPOs and AGMs and all cross-functional departments
- Regularly reviews the online reputation performance scores (RPS) of the hotels, identifies trends and areas of improvement across the region, and advises hotels on steps to be taken for improvement.
- Provides customer satisfaction insights on areas of improvement to be tackled on a regional level to all cross-functional departments and outlines priorities in terms of intervention / improvement plans and strategies
- Organizes an annual workshop to share a common Brand Experience vision
- Provides end-to-end support to all pre-opening hotels to ensure on brand openings and proper setup of guest experience management programs, systems, and processes.
- Validation of property guest experience manager candidates before appointment
- Onboarding of new Guest Experience Managers within the first month of employment
- Shares the hotels' and the brands' guest experience performance on a quarterly basis to all the cross-functional departments to measure the impact / success of all initiatives being implemented
- Reviews individual hotel's performance with their respective VPOs and tracks performance progression of key priority hotels
- Formulates, reviews, and proposes all guest experience targets for all hotels to the VPOs
- Ensures that the brand standards and the audit process are well communicated to hotels
- Organizes a quarterly conference call with guest experience managers/ guest experience champions in the region to communicate trends and key priorities for the next quarters
- Collaborates with the Communications team to ensure that brand programs and initiatives are communicated internally and externally as necessary

2nd primary responsibilities
- Once a year full review of the Guest Experience Management checklist with each guest experience leader
- Works in partnership with all relevant value-added partners to ensure external training is conducted where applicable- examples: VOG, LQA, Bare International, etc.
- Annual review, organization of translation, and distribution of updated brand standards