Base:MGM Qingdao
工作地点:青岛美高梅酒店
JOB RESPONSIBILITIES
工作职责
1.Brand Experience Design
品牌体验设计
Project Investigation
项目摸底
- Keep a real-time and in-depth understanding of the actual operation of the hotel abreast of the actual operation status of the hotel in real time, including the current situation of equipment, facilities, staffing, service processes, etc.
实时洞悉酒店实际运营全貌,涵盖设备设施、人员配置、服务流程等各方面现状。
- Thoroughly understand the brand positioning and core propositions of the hotel's brand, precisely grasp the hotel brand direction, and clearly define the core values, target audiences and unique selling points.
深度领会酒店所属品牌的定位与核心主张,精准把握品牌方向,清晰界定品牌的核心价值、目标受众以及独特卖点。
Market Research
市场调研
- Thoroughly study local market trends, consumer needs and preferences, analyze the brand experience scenarios, services and product features of competitors, and regularly submit detailed market research reports to lay a solid foundation for the planning of hotel brand experiences.
深入研究当地市场动态、消费者需求及偏好,分析竞争对手的品牌体验场景、服务与产品特点,定期提交详细的市场调研报告,为策划酒店品牌体验提供有力依据。
- Pay attention to industry trends and popular elements, and explore ways to integrate emerging experience forms into hotel operation services and product design, ensuring that the hotel brand always exudes freshness and attractiveness.
关注行业趋势与流行元素,探索将新兴体验形式融入酒店运营服务与产品设计,确保酒店品牌始终洋溢新鲜感与吸引力。
- Ensure the most efficient integration and utilization of local and owner resources to strengthen the operational advantages of the project.
确保最大效益利用当地和业主资源为其项目强化运营优势。
Design in Combination with Brand Positioning
结合品牌定位设计
- According to the brand book of the hotel's brand and the hotel brand positioning, plan and design brand - featured experience scenarios, services and products that are innovative and attractive.
依据酒店所属品牌的品牌书以及酒店品牌定位,策划并设计具有创新性与吸引力的品牌特色体验场景、服务与产品。
- Ensure that the designed services and products fully can not only fully demonstrate the unique style of the hotel brand but also meet the diverse needs of different guest groups simultaneously.
确保所设计的服务与产品充分体现酒店所属品牌的调性,同时满足不同宾客群体的多样化需求。
Feasibility Assessment and Optimization
可行性评估与优化
- Conduct cost - benefit analysis and feasibility assessment of the design plan, and communicate closely with the hotel operation team to ensure that the plan is executable in actual operation.
对设计方案进行成本效益分析和可行性评估,与酒店运营团队密切沟通,确保方案在实际操作中具备可执行性。
- According to the internal feedback and market test results, optimize and adjust the design plan in a timely manner, and continuously improve the quality and attractiveness of brand services and products.
根据内部反馈与市场测试结果,及时对设计方案进行优化调整,不断提升品牌服务与产品质量和吸引力。
2.Brand Experience Promotion
品牌体验推广
Formulate Promotion Strategies
制定推广策略
- Develop a comprehensive promotion plan for brand experience services and products, integrate online and offline promotion channels, and increase brand exposure and product awareness.
制定全面的品牌体验服务与产品推广计划,整合线上线下推广渠道,提高品牌曝光度与产品知晓度。
- Combine local cultural characteristics and consumption habits to formulate targeted marketing strategies, ensuring that promotion activities can accurately reach the target customer groups.
结合当地文化特色与消费习惯,制定针对性的营销策略,确保推广活动能够精准触达目标客户群体。
Activity Planning and Execution
活动策划与执行
- Plan and organize various offline promotion activities, such as new product launch conferences, themed experience activities, festival celebrations, co - branded activities, etc., providing guests with opportunities to experience brand services and products in person.
策划并组织各类线下推广活动,如新品发布会、主题体验活动、节日庆典、联名活动等,为宾客提供亲身体验品牌服务与产品的机会。
- Be responsible for the whole - process execution and on - site management of the activities, ensuring the smooth progress of the activities, leaving a deep impression on guests and enhancing brand reputation.
负责活动的全程执行与现场管理,确保活动顺利进行,为宾客留下深刻印象,提升品牌美誉度。
3.Guest Experience Guidance and Feedback Collection
宾客体验引导与反馈收集
Guest Experience Guidance
宾客体验引导
- During the stay, actively guide guests to participate in and experience brand services and products. Through enthusiastic and professional explanations and interactions, help guests deeply understand and fully perceive the connotations and features of the hotel brand.
在入住期间,积极引导宾客参与和体验品牌服务与产品,通过热情专业的讲解与互动,帮助宾客深入理解、充分感知酒店品牌内涵与特色。
- Pay attention to the feedback and requirements during the guest experience process, and provide personalized services and support in a timely manner to ensure that guests have a pleasant and unforgettable experience.
关注宾客体验过程中的反馈与需求,及时提供个性化的服务与支持,确保宾客获得愉悦、难忘的体验。
Feedback Collection and Analysis
反馈收集与分析
- Establish an effective guest and market feedback collection mechanism to widely collect opinions and suggestions from guests and the market regarding brand services and products.
建立有效的宾客及市场反馈收集机制,广泛收集宾客及市场对品牌服务与产品的意见和建议。
- Conduct in-depth analysis of the collected feedback data, explore the potential needs and pain points of guests, and provide data support for the continuous optimization of brand services and products.
对收集到的反馈数据进行深入分析,挖掘宾客潜在需求与痛点,为品牌服务与产品的持续优化提供数据支持。
Cross-departmental Collaboration and Communication
跨部门协作与沟通
- Keep close communication and collaboration with all departments of the hotel, and timely convey guest feedback to relevant departments. Jointly explore solutions to promote the improvement of service quality and product experience.
与酒店各部门保持密切沟通与协作,及时将宾客反馈传达给相关部门,共同探讨解决方案,推动服务质量与产品体验的提升。
- Participate in cross - departmental project meetings, share market trends and guest demand information, and provide references for the formulation of the overall hotel operation strategy.
参与跨部门项目会议,分享市场动态与宾客需求信息,为酒店整体运营策略的制定提供参考。
- Assist the training department and the operation department in the training work of brand services. Ensure the accurate implementation and efficient execution of the designed brand services and products.
协助培训部门及运营部门针对品牌服务的培训工作。确保所设计的品牌服务与产品的精准落地和高效执行。
JOB QUALIFICATIONS
任职资格
- Bachelor's degree or above, majors in marketing, hotel management, media, etc. are preferred.
本科及以上学历,市场营销、酒店管理、传媒等相关专业优先。
- More than 5 years of work experience in marketing, brand promotion or customer experience management in the hotel industry. Those with successful brand service and product design and promotion cases are preferred.
具有 5 年以上酒店行业市场营销、品牌推广或客户体验管理相关工作经验,有成功的品牌服务与产品设计及推广案例者优先。
- Be familiar with the local hotel market, and those with in - depth understanding of local culture and consumption habits are preferred.
熟悉当地酒店市场,对当地文化、消费习惯有深入了解者优先考虑。
- Have sharp market insight and innovative thinking, and be able to accurately grasp market trends and design innovative and attractive brand services and products.
具备敏锐的市场洞察力与创新思维,能够准确把握市场趋势设计出具有创新性与吸引力的品牌服务与产品。
- Be proficient in various marketing tools and promotion channels, and have excellent content creation ability.
熟练掌握各类营销工具与推广渠道,具备优秀的内容创作能力。
- Have good communication and coordination abilities and team - working spirit, be good at listening to others' opinions, and be willing to share experiences and insights. Be able to effectively collaborate with all hotel departments to jointly promote project implementation.
良好的沟通协调能力与团队合作精神,善于倾听他人意见,乐于分享经验与见解。能够与酒店各部门有效协作,共同推动项目实施。
- Have excellent customer service awareness and problem - solving ability, and be able to quickly respond to and solve problems during the guest experience process.
具备出色的客户服务意识与问题解决能力,能够在宾客体验过程中迅速响应并解决问题。
- Be proficient in using office software and have certain data statistics and analysis abilities.
熟练使用办公软件,具备一定的数据统计与分析能力。
- Be passionate about the hotel industry and have a strong interest in brand building and customer experience.
对酒店行业充满热情,对品牌建设与客户体验有浓厚兴趣。
- Have strong sense of responsibility and execution ability, and be able to efficiently complete work tasks under pressure.
具备较强的责任心与执行力,能够在压力下高效完成工作任务。
- Have good learning ability and adaptability, be able to quickly master new knowledge and skills, and adapt to the ever - changing market environment.
拥有良好的学习能力与适应能力,能够快速掌握新知识与技能,适应不断变化的市场环境。