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Mandarin Oriental Hotels logo
文华东方酒店
Service Excellence Officer
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Service Excellence Officer

发布于 大约 14 小时前

普通员工/个人贡献者

Hong Kong
其它
全职员工
仅现场办公
本科
数据分析
Dashboarding
Kpi Reporting
Power Bi
Powerpoint

AI 估算 · 30k–50k

Based in Hong Kong, requires data analytics and hospitality experience, offering competitive compensation in a luxury hotel grou

职位详情

关于这个职位

As a Service Excellence Officer at Mandarin Oriental, you will analyze guest feedback and performance data across the group's luxury hotels, turning insights into actionable improvements. Based in Hong Kong, this role supports data-driven decision-making, dashboard development, and strategic collaboration with hotel teams and corporate functions to enhance service quality and guest satisfaction. It is an excellent opportunity to develop expertise in hospitality analytics and work with senior stakeholders.

最低要求

Bachelor's degree in Business Administration, Data Analytics, Hospitality Management, or a related discipline.

Experience in data analysis, business intelligence, guest experience analytics, or hospitality performance reporting.
Strong analytical and problem-solving capabilities, with the ability to identify trends and translate data into actionable recommendations.
Advanced proficiency in Microsoft Excel and PowerPoint.
Strong organisational skills with the ability to manage multiple projects and priorities simultaneously.
Excellent written and verbal communication skills, including the confidence to communicate effectively with senior stakeholders and C-level executives.
Ability to collaborate effectively across functions and cultures within a global organisation.

工作职责

Data & Insight Generation: Analyse guest feedback from multiple platforms including the Guest Feedback Hub, LQA, Forbes, and other guest satisfaction sources, identifying trends, root causes, and improvement opportunities across the global hotel portfolio.

Reporting & Analytics: Develop and maintain dashboards, reports, and visual insights to monitor service performance, guest sentiment, and key Service Excellence KPIs. Provide analytical support for Service Excellence initiatives and strategic projects.
Guest Feedback Hub Support: Act as a key support resource for the Guest Feedback Hub, ensuring data accuracy, meaningful interpretation of guest feedback trends, and effective system utilisation across the Group. Collaborate with Brand, Customer Insights, and Data teams to enhance reporting capabilities and analytical tools.
Performance Monitoring: Prepare recurring Service Excellence reports, executive summaries, and GLT presentations. Monitor and analyse key metrics including Guest Satisfaction (GSAT), Net Promoter Scores (NPS), LQA results, Forbes ratings, and online review performance.
Operational Support & Continuous Improvement: Support hotel teams in identifying performance gaps and opportunities through data analysis and insight generation. Assist in issue resolution tracking, guest sentiment monitoring, performance reviews, and service improvement initiatives.
Central Page Ownership: Maintain and continuously enhance the Service Excellence page on Central, ensuring stakeholders have access to relevant insights, performance updates, best practices, and strategic resources.
Cross-Functional Collaboration: Partner closely with Service Excellence, Customer Insights, Operations, Learning & Development, Brand, and Data teams to support quality reporting platforms, service excellence programmes, training initiatives, and reporting framework enhancements.
Stakeholder Engagement: Communicate insights and recommendations effectively to hotel leadership teams, corporate stakeholders, and senior executives across the Group, supporting informed decision-making and continuous improvement efforts.

优先资格

Experience working with guest feedback platforms, customer insights tools, or experience management systems is highly desirable.

Familiarity with Power BI, Tableau, or similar business intelligence tools is an advantage.

AI 洞察

优缺点分析

优点

  • Work for a prestigious luxury hotel group with a strong global brand and commitment to excellence.
  • Develop highly valuable data analysis and business intelligence skills applicable across industries.
  • Exposure to senior executives and strategic projects, enhancing career visibility and professional growth.
  • Comprehensive benefits including learning and development programmes, complimentary hotel stays, and health & wellness support.
  • The role may involve managing multiple priorities and tight reporting deadlines, especially during peak hotel seasons.
  • Translating complex data into clear, persuasive messages for senior stakeholders can be demanding.
  • Working within a large global organization requires cultural adaptability and cross-functional coordination.
  • This role is ideal for analytical professionals with a passion for hospitality, who enjoy transforming data into meaningful improvements and are comfortable collaborating with senior leadership.

缺点 / 挑战

暂无明显挑战项

角色解读

  • Gain expertise in hospitality analytics and guest experience management, becoming a subject matter expert within the group.
  • Progress to senior data or business intelligence roles within the hospitality industry, or move into broader strategy and operations positions.
  • Opportunities to work with a luxury global brand and develop stakeholder management skills at executive levels.
  • Analyze guest feedback data from multiple platforms like the Guest Feedback Hub, LQA, and Forbes to identify trends and improvement areas for hotel service quality.
  • Develop dashboards and reports that track service performance, guest sentiment, and key KPIs such as GSAT, NPS, and online review scores.
  • Act as a key support for the Guest Feedback Hub, ensuring data accuracy and effective system use across the group.
  • Prepare executive summaries and presentations for senior leadership, and collaborate with cross-functional teams to drive service excellence initiatives.
  • Strong analytical skills to interpret data and derive actionable insights, with proficiency in Excel and PowerPoint.
  • Familiarity with business intelligence tools like Power BI or Tableau for creating visual reports.
  • Excellent communication skills to present insights to hotel leadership and C-level executives.
  • Organizational skills to manage multiple projects and collaborate effectively across cultures and functions.

申请策略

  • Research Mandarin Oriental's service pillars and Legendary Quality Experiences (LQEs) and mention them in your cover letter.
  • Emphasize your alignment with the company's values of integrity, respect, and continuous improvement, and your passion for guest experience.
  • Highlight specific examples of dashboards or reports you created, and how they influenced decision-making.
  • Showcase your experience with guest feedback platforms or customer insights tools, even if from non-hospitality sectors.
  • Demonstrate your ability to handle multiple projects and communicate with senior stakeholders.
  • Include any familiarity with Power BI, Tableau, or other BI tools, and particular achievements in data-driven improvements.
  • If you're less experienced with dashboards, consider taking short courses on Power BI or Tableau to strengthen your practical skills.
  • Brush up on hospitality-specific metrics like NPS, GSAT, and LQA to show domain awareness.

面试指南

  • Use the STAR method for behavioral questions, focusing on the situation, task, action, and result.
  • When discussing data analysis, explain the process from data collection to insight generation, and emphasize the business impact.
  • For stakeholder questions, demonstrate your listening skills and ability to translate requests into actionable analysis.
  • How would you analyze guest feedback data to identify a recurring issue at a hotel?
  • Describe a time you created a dashboard or report that helped improve business performance.
  • How do you handle conflicting priorities from different stakeholders?
  • What experience do you have with guest feedback platforms or customer insights tools?
  • How do you communicate complex data insights to non-technical senior executives?

职位点评

65
综合评分

Prestigious luxury hotel group, strong learning & development, data-rich analytical role, with limited work-life balance signals.

从薪资福利、成长空间、工作节奏和岗位方向综合评估，方便横向比较。

更适合这类人
This role is best suited for candidates who prioritize skill development and career growth in a prestigious hospitality environment, and who are comfortable with an on-site office role and the inherent pace of the industry.
表现最好
成长发展
相对薄弱
工作生活
薪资福利65
成长发展78
工作生活52
使命价值60

薪资福利

65中等

While the salary is not specified, the luxury hotel group offers a comprehensive benefits package including learning, health, retirement, and travel perks. Compensation is likely competitive for Hong Kong, but overall it's not the strongest driver.

薪资信号未披露（AI估算：30K-50K/月）
福利待遇Learning & Development、MOstay、Health & Wellness、Retirement Plans

成长发展

78中等

The role offers strong development through learning programmes, exposure to data analytics in hospitality, and interactions with senior executives. The emphasis on continuous improvement signals growth opportunities.

技术前沿主流现代技术
技术栈Excel、PowerPoint、Power BI、Tableau、Data Analysis
成长机会Learning & Development、continuous improvement
业务类型cost_center

工作生活

52较低

The role is based at the corporate office in Hong Kong and requires on-site presence. No flexible working or work-life balance signals are provided, and hospitality often involves pressure around reporting deadlines.

工作模式仅现场办公
办公地点未明确
加班情况未提及（无法判断）

使命价值

60中等

While the role contributes to enhancing guest experiences and maintaining brand standards, it is fundamentally an analytical support function. The luxury hospitality industry offers a sense of prestige but not a direct social mission.

行业发展稳定成熟行业
社会影响中性/一般
创新程度稳健跟随主流

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