忠诚客户经理 Loyalty Manager

· Directs all aspects of the PCR to achieve thehighest possible guest satisfaction to current and future PCR members.
指导PCR工作的各个方面，从而最大程度获得当前和未来PCR会员的满意度。
Essential Duties and Responsibilities – (KeyActivities of the role)
主要职责﹣(职务的主要工作)
· Monitor guestrelations’ personnel to ensure maximum PCR members’ satisfaction through personal recognition and prompt cordial attentionfrom arrival through departure
监督客户关系部工作人员，以确保PCR会员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 guestrelations personnel to ensure Priority Club members consistently receive allbenefits, 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 Gold and Platinum members’ rooms prior to arrival
在金卡和白金卡会员到达前对其房间进行检查
· Greet Gold and Platinum members personally
亲自迎接金卡和白金卡会员
· Liaise with otherdepartments and necessary outside contracts to ensure excellent servicedelivery
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 maintenanceof 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-Hotelsales and in-house facilities
促进店际销售及完善内部设施
· Perform suchfunctions as to include but not be limited to:
行使下列功能，包括但不仅限于：
o Priority Club andregular guest welcome letters
向优悦会会员和常客致欢迎信
o Solicitation ofPriority Club applications
发展优悦会会员
o Attending to specialrequests by guests
回应客人提出的特别要求
· Develop andimplement guest telephone contact systems
开发和应用客人电话联系系统
· Handle guestcomplaints and refer them as necessary, follows up on corrective action
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, analyze andcontrol guest relations’ costs
对客户关系部的成本情况进行编写、分析和控制
· Schedule and attendregular Priority Club and VIP guest cocktail parties and social engagements inan effort to further improve on service delivery
计划并参加优悦会和贵宾的定期鸡尾酒会和社会活动，以便进一步提高服务质量
· Review arrival listsfor all arrivals and PCR members to check room allocations,amenities, and special requests
查阅来客单，检查对客人和PCR会员的房间分配情况、各类设施情况以及特别申请
· Prepare requisitionsfor amenities on a timely basis
及时准备设备使用申请
· Overall responsiblefor ensuring and maintaining the entire range of services offered for the ClubFloor and Club Lounge with the aim to maximum guest satisfaction
确保向行政楼层和行政俱乐部提供全方位的服务，最大程度的获得宾客满意度
· Appraise appearance,discipline and efficiency of all staff under direct supervision and initiateimmediate remedial action if necessary
评估所有员工的外在形象、守纪情况和工作效率并进行直接监管，如有必要，可采取
直接的纠正措施
· Organize and conductregular meeting for all Guest Relation’s staff to facilitate communications andsmooth operations
组织和召开客户关系部全体人员参加的会议，以加强交流和保证业务的顺利进行
· Prepare efficientwork schedule for Guest Relations Staff, arranging holidays and vacation,taking into consideration project occupancy and forecasts and any large groupmovements, especially those with early or late arrivals or departures
在考虑酒店入住情况和预测以及大规模的团组活动，特别是关于提前或延迟到达及离店的情况的前提下，为客户关系部员工准备高效的工作计划，安排节日和假日
· Works with Superior and Human Resources on manpowerplanning and management needs
与上级领导和人力资源部一起进行人力规划和管理需求。
· Works with Superior and Director of Finance in thepreparation and management of the Department’s budget.
与上级领导和财务总监一起编制和管理部门预算。