文档介绍：五星级宾馆客户关系部经理岗位职责
中英文版
Room to have a great start成功的开始
Guest Relations Manager 客户关系部经理
Hotel Level:IV-V Department:Rooms Division
酒店等级:四--五部门:房务部
Job Band:6 Reports To:Front office manager
职位等级:6 直属上级:前厅部经理
ohtel Level:
otehl Lheve等H级:
I V– V
四-五
Department:
部门:
Rooms Division
房务部
Job overview职位概述
· Directs all aspects of the guest relations function to achieve the highest possible guest satisfaction to current and future VIPs.
· 指导客户关系工作的各个方面,从而最大程度获得当前和未来贵宾宾客满意度。
At Holiday Inn we want our guests to relax and be themselves which means we need you to:
· Be you by being natural, professional and personable in the way you are with people
· Get ready by taking notice and using your knowledge so that you are prepared for anything
· Show you care by being thoughtful in the way you e and connect with guests
· Take action by showing initiative, taking ownership and going the extra mile
在假日酒店®,我们希望宾客能尽情放松、做回自己,这意味着我们的团队成员要做到:
· 展现真我:在与他人接触时真实自然、形象专业、积极乐观
· 时刻准备:注意观察周围的事物,运用自己的知识,做好应对任何事情的准备
· 体现关爱:对宾客关切周到、热诚欢迎并与他们心意相通
· 积极行动:积极主动、尽职尽责并且要多做一步
Duties and Responsibilities工作职责
· Monitor guest relations’ personnel to ensure maximum guest satisfaction through personal recognition and prompt cordial attention from arrival through departure
· 监督客户关系部工作人员,以确保来宾始终得到礼貌接待及充分的注意和重视,由此实现最大的客人满意度
· Monitor guest relations personnel to ensure Priority Club members consistently receive all benefits, repeat guests and other VIP’s receive special recognition and service
· 监督客户关系部人员的工作,以确保优悦会会员始终得到全部优惠,常客和其它贵宾也得到特别关照
· Inspects all VIP rooms prior to arrival
· 在贵宾到达前对贵宾房进行检查
· Greet VIP guests personally
· 亲自迎接贵宾
· Liaise with other departments and necessary outside contracts to ensure excellent service delivery
· 与其它部门和必要的外部承包商联系,以确保提供高质量的服务
· Oversee maintenance of efficient repeat guest history system
· 对高效的常客客史档案系统维护实施监管
· Promote Inter-Hotel sales and in-house facilities
· 促进店际销售及完善内部设施
· Perform such functions as to include but