五星级宾馆客户关系部经理岗位职责

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1、五星级宾馆客户关系部经理岗位职责中英文版Roomt0haveagi开始GuestRe1ationsM系部经理HotelDepartment:Rooms酒店等级:四-•-五房务部JobReportsTo:Fron职位等级:6eatstart成功的anager客户关Leve1:IV-VDivision部门：Band:6tofficemanager直属上级：前厅部经理ohte1Level:oteh1Lheve等H级:IV-V四-五Department:部门：RoomsDivision房务部Joboverview职位概述・Direc

2、tsa11aspectsoftheguestrelationsfunctiontoachievethehighestpossibleguestsatisfactiontocurrentandfutureVIPs・HolidayInnwewantourgueststorelaxandbethemselveswhich•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Omeansweneedyouto:・Beyoubybeingnatural,professionalandpersonableinthewayy

3、ouarewithpeople・Getreadybytakingnoticeandusingyourknowledgesothatyouarepreparedforanything・ShowyoucarebybeingthoughtfulinthewayyouwelcomeandconnectwithguestsTakeactionbyshowinginitiative,takingownershipandgoingtheextramile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

4、：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到、andMonitorguestmaximumpersonnelensureguestsatisfactionthroughpersonalrecognitionandpromptcordialattentionfromarrivalthroughdeparture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receivea11benefits,repeatguestsandot

5、herVIP9sreceivespec•MonitorguestrelationspersonneltoensurePriorityClubmembersconsistentlyandserv客户关员的工作，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・Inspectsa11VIProomspriortoarrival•在贵宾到达前对贵宾房进行检查GreetVIPguestspersonally亲自迎接贵宾Liaisewithotherdepartmentsandnecessaryoutsidecontrac

6、tstoensureexcellentservicedelivery•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・Overseemaintenanceofefficientrepeatguesthistorysystem对高效的常客客史档案系统维护实施监管PromoteInter-Hotelsalesandin-housefacilities・促进店际销售及完善内部设施・Performsuchfunctionsastoincludebutnotbelimitedto:・行使下列功能，包括但不仅限于：Priorit

7、yClubandregularguestwelcomeletterso向优悦会会员和常客致欢迎信SolicitationofPriorityClubapplications发展优悦会会员Attendingtospecialrequestsbyguests回应客人提出的特Developandcontactimplementguesttelephonesystems开发和应用客人电话联系系统complaintsandnecessary,followsactionHandleguestreferthemasuponcorrectiv

8、e处理客人投诉，如有必要则将其提交给有关部门，并对纠正措施进行跟进・Compile,analyzeandcontrolguestrelations9costs・对客户关系部的成本情况进行编写、分析和控制・ScheduleandattendregularPriorityClub