忠诚客户经理Loyalty Manager

MAJORRESPONSIBILIES 责任概要:
Under the guidance and supervision of the Front Desk Manager, oversee all aspects of communication, coordination and executionof all assigned tasks. Ensures smooth and efficient handling of the FrontOffice operation so that the guest receives utmost care. Provide the necessaryVIP treatment; Work in coordination with Rooms Division and all departmentconcerned to fulfill guest needs and to respond and comply professionally.
有责任认识认可和识别温德姆尊贵会员，及OTA宾客，以提供高质量得宾客入住体验，从预置电话建立联系开始，见面和问候，到再整个酒店入住期间，离店中宾客得所有反馈，主导并践行OTA运营方案，负责管理和监督忠诚运营和项目得所有组成部分，与人力资源部门合作，建立适应部门的培训体系。
SPECIFIC DUTIES 工作任务 :
1. Maintainsup to-date information on.
良好的沟通和人际关系技巧。
2. Ensures prompt, efficient and courteous service.
优秀的组织能力。
3. To walkthe talk about customer delight and be a role model for your team with regardsto “Customer Delights”.
在令客人喜出望外方面以身作责，在集体中起到带头作用。
4. Anticipatesthe needs of the guests and exceed their needs as much as possible.
总是预见并超越客人的期望。
5. Ensuresall VIP arrivals receive special attention.
确保所有的VIP客人到达时受到关注。
6. Be awareof the VIP amenities and all requests.
了解客人房间的赠品和其它要求。
7. Reviewarrival information on a daily basis; VIP, MB, Regular guests, Groups, specialrequests etc. ，inform Housekeepingand Room Service in time.
每班检查当日抵店客人信息，包括贵宾、温德姆会员、回头客人、团队及OTA宾客的情况以 及特别要求，及时将相关信息通知客房部和送餐部。
8. Meets VIP guest in the lobby and offer information pertainingto hotel services and facilities. Welcome and escorts VIPs on their arrival inorder to ensure guest's satisfaction through personal recognition.
在大堂迎接贵宾并提供有关酒店服务及设备信息。有客人到达时迎接并护送客人以便识别确保客人满意度。
9. Ensuresguest are recognized and known within the department throughout their stay.
确保在客人入住期间充分地让所在部门内所有员工认识客人。
10. Ensures all guests are greeted upon check in and departure.
所有客人入住及离店时迎送客人。
11. Be a role model for the associate in your support for thisprogram and help associate or get involvement from them.
为宾客关系主任作好榜样工作中协助他们。
12. Takes quick and decisive action to eliminate potentialmotivation hazards.
采取迅速，果断的措施，以消除潜在的影响工作热情的危机。
13. Earn a level of trust and respect throughout the organizationthrough hard work and dedication.
通过努力工作的献身精神去赢得部门中每位员工的信任与尊敬。
14. Ensure all GSA are completely familiar with computer systemsand the standards operation of their areas. E.G. Business Center, Traders Club, ServiceCenter.
确保所有宾客服务员熟练掌握电脑系统知识和标准服务程序。
15. Oversees lobby operations ensuring that guests are handledquickly and efficiently in all their needs.
监管大堂营运确保所有顾客的需求得以高效快捷的处理。
16. Assist Reception with group check-in. Conduct hotel tours, forboth general facilities and rooms.
协助前台为团队办理入住，引导团队并介绍酒店总体设施及场所。
17. Ensure that lobby area is kept clean at all times andcoordinate with Housekeeping to ensure this.
与客房部密切联系，确保大堂随时处于一个干净整洁状态。
18. Ensures emergency procedures are in place and can be easilyenacted on a 24 hours basis.
确保紧急疏散程序在全天24小时内都可以随全时适用。
19. Ensures that the environmental initiatives are adhered to inthe workplace.
确保工作区域环保措施的施行。
20. Constantly identify potential environmental improvementinitiatives which can be included in the environmental management program.
不断地探求利用环保的改进措施，纳入环保管理方案。
21. Monitor and conduct a smoothly procedure of PM daily, ensuredistribution, enrolment, collection back and record operate properly accordingto standard.
监控和引导日常正确和流畅的宾客调查工作，确保日常分发，申请，回收和记录的操作都按照标准进行。
22. Analysis PM and collect guest comments and material, maintenanceand improve operation & performance standard.
分析宾客意见调查表格，纠正和改进标准程序。
23. Conductthe regular meeting according to the guest comments, to improve service quality.
分析宾客意见调查资料，召开例会，与相关研讨，从而提升服务质量。
27. Be familiar with the Room Rate、discount、packageprice、hotel facilities and special events and otherinformation.
熟悉房费、折扣、包价、酒店设施和特殊活动等相关知识。
28. Promoting the hotel's products and services by introducingthe hotel's services and facilities to guests
通过不断向客人介绍酒店服务与设施，从而促销酒店的产品与服务。
29. Ensure guest complaints are recorded and resolvedpromptly and correctly, try to avoid guests leaving with unsatisfied, solicit the assistance of Guest Service Managerif necessary.
确保迅速、正确记录与解决客人投诉，尽量避免客人带着不满意离开酒店，必要时征求宾客服务经理或前厅部经理的帮助。
32. Follow the guestservice standard of Hotel in the work，make sure the guest satisfaction score on the Guest Voice and Ctrip up to standard.
在工作中遵循酒店对客服务满意标准，确保宾客满意度和携程中宾客满意度的分数达标。
33. Payattention to the situation of the department staff and achieve the objectivesof the department staff satisfaction survey.
关注部门员工工作情况，使部门员工达到宾客满意度调查的目标。
34. Participate in the rotation of Guest Service Manager and Executive Lounge Manager.
参与宾客服务经理及行政酒廊经理的轮岗工作。