He/she is a specialist ensuring high level of products and services and client satisfaction in his field of expertise.Geographic scope: China resorts (AI resorts and CM Joyview) with occasional missions in other resorts of APAC regionPurpose of the jobThe Expert supports daily the resorts in order to:· Respect the customer contract by guaranteeing 100% conformity compared to product standards· Deploy product evolutions linked to his expertise and follow their operational life· Bring strong field support to Club Med resorts on a regular basis and in case of particular operational difficulties· Develop collaborators skills with trainings, in cooperation with HR team· Participate to transversal projects (including IT and digital) to evolve product and services He/she holds a regional scope, yet is able to hold a one-time in-resort manager mission in order to secure the product delivery and/or to develop future managersThe Room Division Expert:· Coordinates and is responsible for support and evolution of the following fields: Guest Relations Department, Front Desk Service, Lodging Service, Transport Service, Meeting & Events· Ensures conformity, optimization and sustainability of the services delivered· He/she guarantees the Club Med spiritOperational missions1. Quality:· Performs quality diagnosis of the services under his responsibility and delivers action plan to improve quality· Controls the application of standards, hygiene and security rules in collaboration with the Hygiene & Safety department. Define service standards for welcome & lodging services to implement in resort· Controls Room division product consistency on his scope of resort2. Budget management:· Participates to structures/costs optimization· Participates to increase resorts’ local incomes through the implementation of sales support (program, posters, book…)· Advises Regional P&S Manager on operating budget definition for his products and services (Opex/ Capex) and on product evolutions quantification in his perimeter 3. Product & Services Evolution· Performs studies & benchmarks, searches for market knowledge· Shares Best practices at the BU level· Participates with Regional P&S Manager to steer the new BU activities or products’ implementations through feedback analysis and benchmarks· Contributes to operations modes/ SOP elaboration (on internal tool Mozaik)· Drafts specifications of services/activities for Local Purchases service· Looks for new sourcing opportunities. Follows and analyzes products and services pilots and conducts return on experience 3. Organization:· Supports the teams during the season and openings & closings for seasonal resorts· Supervises Resorts’ Room Division managers in:- The Organization of the teams- Respecting internal and external procedures- Respecting the budget- The implementation and application of safety and hygiene standards in his area of service· Suggests new operating modes to improve service and productivity:- Through the implementation of a new welcome & lodging services organizations- Through new equipment implementation - Through action plans validation concerning welcome & lodging services renovation or any other new projects - Through the implementation of fact sheets or functional specifications for the production 4. Human Resources:· Suggests Room Division Manager objectives to CDV (Chef de village)· Participates, with the help of (training and HR managers, to training programs implementation to reinforce team professionalization in welcome & lodging services· Detects young talents, referents, Key GOs, identify their training needs and contribute to their development· Is proactive on job frames and profiles according to products evolution 6. Resort Monitoring:· Visits each resort regularly to ensure the compliance with the group’s objectives and to compare products standards· Reports resort tours conclusions including action plans to hand to the CDV, Room Division Manager, P&S Manager, VP Operations· Reports Season priorities to P&S Manager and VP Operations· Collaborates with Regional P&S Manager for activities follow-up (quality/price ratio, quality, service providers, …)2. Development & construction projects· Contributes to the work at the new resorts: detailed plans analysis, dimensioning and functional design of the reception, lobby, laundry service, common areas …3. New resorts’ opening:· Collaborates with Construction team in listing the SOE (small operating equipment) and other equipment needs· Collaborates with HR Regional team to prepare the staffing guide· Assists Resort Managers to ensure the smoothness of villages opening as well as the correct implementation of staffing guide and product standardsToolsMicrosoft office pack +NA – booking system, PMS – hotel management system (the knowledge of these tools can be acquired)), guest satisfaction tools: Review Pro & internal survey GM FeedbackObjectives and evaluation criteria· Respect of the standards (compliance rate)· Relevance of reports· Relevance of proposed actions plans· Rigor in the follow-up of the deployments and action plansQuality of new services proposals, implementation and returns on experience Technical expertise required· Very good knowledge of the hospitality market with a focus on front desk and accommodation services practices· Understanding / quick learning of Club Med products· Knowledge of China market practices and Chinese customer· Capacity to analyze and to prioritize· Capacity to synthetize and formalizeChinese & English proficiencyHuman qualities required· Leadership, Organization and management skills· Capacity to drive change· Mobility, reactivity and flexibility· Relational skills & team player attitude· Ability to coach· Initiative spirit and “yes we can” attitude