Guest Service Manager 宾客服务经理

· Monitor guest relations’ personnel to ensure maximum guest satisfaction through personal recognition to all PCR members, VIPs and repeat guests, and prompt cordial attention from arrival through departure
通过对员工业绩的认可，提升员工工作热情，监督客服关系中心员工工作，在客人到达至离开酒店期间，客人提供个性化服务，量让客人满意。
· Review all expected arrivals on daily basis, and to pre-select PCR enrolment targets.
每天查看预期到达客人清单，提前选出预期到达的优悦俱乐部成员。
· Monitor guest relations personnel to ensure Priority Club members consistently receive all benefits, repeat guests and other VIP’s receive special recognition and service
监督客服关系中心员工工作，确保优悦俱乐部成员能获得最大利益，头客及重要客人都能受到特别的关注。
· Inspects all pre-assigned PCR member / VIP rooms prior to arrival.
在客人到达前，提前检查优悦俱乐部成员及重要客人房间。
· Greet VIP / PCR / repeat guests personally
单独迎接重要客人，优悦俱乐部成员及回头客
· Liaise with other departments and necessary outside contracts to ensure excellent service delivery
与其他部门保持合作，与必要外界部门保持联系，确保为客人提供优质服务。
· Oversee maintenance of efficient repeat guest history system
维护回头客档案系统
· Promote Inter-Hotel sales and in-house facilities
促进酒店内房间及设施的销售
· Priority Club and regular guest welcome letters
优悦俱乐部及定期客人的欢迎信。
· Solicitation of Priority Club applications
接受优悦俱乐部会员申请。
· Attending to special requests by guests
满足客人特殊要求。
· Develop and implement guest telephone contact systems
为客人接通电话。
· Handle guest complaints and refer them as necessary, follows up on corrective action
处理客人投诉，在必要时为客人提供咨询，跟踪错误行为。
· Schedule and attend regular Priority Club and VIP guest cocktail parties and social engagements in an effort to further improve on service delivery
定期计划并参加优悦俱乐部及重要客人鸡尾酒会和必要社交活动，进一步提高服务。
· Review arrival lists for Priority Club Rewards members and all VIPs to check room allocations, amenities, and special requests
查看优悦俱乐部成员及重要客人清单，查看房间分配，房间内设施，及客人特殊要求。
· Prepare requisitions for amenities on a timely basis
及时在房间内准备令客人愉快的物品。
· Overall responsible for ensuring and maintaining the entire range of services offered for the Priority Club members, VIP’s and repeat guests with the aim to maximum guest satisfaction
全面负责对优悦俱乐部成员，重要客人，及回头客的服务，尽量让客人满意。
· Organize and conduct regular meeting related to Priority Club activities to facilitate communications and smooth operations
定期组织有关优悦俱乐部活动的会议，以便更好的交流，及确保工作正常运作。