Loyalty Manager 忠诚客户经理

Reports directly to and communicates with the Front
Office Manager on all pertinent matters affecting guest service and hotel
operations.
直接向前厅部经理汇报并就所有与宾客服务及酒店运作相关的问题进行沟通。
Provides functional assistance and direction to all
departments.
向所有部门提供功能性支持和指导。
Cooperates, coordinates and communicates with other
hotel departments as required.
按需要与酒店其它部门进行合作、协调和沟通。
Reacts to situations to ensure guests receive
prompt attention and personal recognition throughout the hotel.
对各种状况做出反应，以确保来宾被及时的礼貌接待并得到充分的注意和重视。
Responds to guest needs and resolves related
problems.
就客人的需求做出反应并解决相关问题。
Supervises and directs Reception and Reservations
personnel.
对接待部和预订部工作人员进行监督和指导。
Supports and assists Front Office personnel and all
departments at peak periods.
在高峰期向前厅部工作人员和其它所有部门提供支持和协助。
Ensures VIPs and priority club guests receive
special attention.
保证贵宾和优悦会会员受到特别关照。
Inspects front of house and back of house regularly
for cleanliness.
定期检查一线各部门和二线各部门的清洁状况。
Assists Guest Relations in greeting, rooming, and
sending off VIP guests.
协助客户关系部门迎接贵宾，为其安排房间并在其离店时送行。
Monitors appropriate standards of conduct, uniform,
hygiene, and appearance of staff.
监督员工的行为、制服穿着、卫生和外表形象。
Provides input for Front Office meetings.
为前厅部会议提供信息。
Promotes inter-hotel sales and in-house facilities.
促进店际销售及推销酒店内的设施。
Checks billing instructions and monitors guest
credit
检查结帐说明并监督客人信用情况。
Analyses and approves discounts and rebates.
分析和批准打折相关事宜。
Analyses the rate variance report to ensure rooms
revenue control.
分析房价差异报告以保证控制客房收入。
Takes action with the Property Management Systems
（PMS） in emergency situation.
在紧急情况下使用酒店管理系统（PMS）。
Fully conversant with all hotel emergency
procedures.
熟知酒店紧急情况所有处理程序。
Ensures front line staff complies with FIT
marketing techniques and maximize sales.
确保一线员工遵从散客市场技巧并最大化的进行销售。
Works with Superior and Human Resources on manpower
planning 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 the
preparation 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。
Instruct all relevant team members to
complete IHG Rewards Club online training modules and lead any ad-hoc
trainings based on team needs 确保所有相关部门及员工完成优悦会的培训。Ensure hotel team has a clear understanding of
the IHG Rewards Club Program
确保酒店管理团队对优悦会忠诚度计划的重要性有明确一致的认识。
Ensure front desk teams enroll new members into IHG
Rewards Club program.
确保前台完成新会员的引入目标。
Ensure all IHG Rewards Club collateral is
appropriately displayed and stocked and remove out-dated signage/materials.
确保酒店关于优悦会的宣传册及促销信息的及时更新和适量储备。
Direct the front desk team to greet IHG
Rewards Club members in a friendly and welcoming manner—addressing members
by name and level during check-in.
培训并确保前台员工按照优悦会标准用姓氏称呼并欢迎客人，同时识别客人的会员级别并提供相应的会员礼遇。
Ensure the hotel meets or exceeds its standard
targeted goals.
确保酒店通过优悦会考核并达标。
Frequently check Performance Tracker to ensure the
hotel is in compliance with each measured.
定期查看Performance Tracker并定期与管理团队分享。
Mentoring and Support
监督并提供优悦会标准培训。
Coordinate with
the GM to understand the Loyalty Connect system and make sure the front desk
team knows how to access IHG Rewards Club member information through
the tool.
确保前台员工知晓并利用IHG优悦会资源工具提升会员入住体验。