忠实客户经理

· Monitor VIP Reception Lounge’spersonnel to ensure maximum guest satisfaction through personal recognition andprompt cordial attention from arrival through departure
· 监督贵宾接待厅工作人员，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。
· Inspects all VIP rooms prior toarrival
· 在贵宾到达前对贵宾房进行检查
· Greet VIP guests personally
· 亲自迎接贵宾。
· Liaise with other departmentsand necessary outside contracts to ensure excellent service delivery
· 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 maintenance ofefficient repeat guest history system
· 对高效的常客客史档案系统维护实施监管。
· Promote Inter-Hotel sales andin-house facilities
· 促进店际销售及完善内部设施。
· Perform such functions as toinclude but not be limited to:
· 行使下列功能，包括但不仅限于：
· Prepare welcome letters for IHGRewards Club Platinum Elite member & VIP guests.
向优悦会白金卡菁英会员和常客致欢迎信
· Solicitation of IHG Rewards Clubapplications
发展优悦会会员
· Attending to special requestsby guests
回应客人提出的特别要求
· Develop and implement guesttelephone contact systems
· 开发和应用客人电话联系系统。
· Handle guest complaints andrefer 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, analysis and control VIP Reception Lounge’ costs
· 对贵宾接待厅部门的成本情况进行编写、分析和控制。
· Schedule and attend regular IHG Rewards Club and VIPguest cocktail parties and social engagements in an effort to further improveon 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 lists for allarrivals and VIPs to check room allocations, amenities, and special requests
· 查阅来客单，检查对客人和贵宾的房间分配情况、各类设施情况以及特别申请。
· Prepare requisitions foramenities on a timely basis
· 及时准备设备使用申请。
Appraise appearance, discipline and efficiency ofall staff under direct supervision and initiate immediate remedial action ifnecessary
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 conduct regularmeeting for all VIP ReceptionLounge’s staff to facilitate communications and smoothoperations
· 组织和召开贵宾接待厅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 efficient work schedulefor VIP Reception Lounge Staff, arranging holidays and vacation, taking into considerationproject occupancy and forecasts and any large group movements, especially thosewith 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，为贵宾接待厅员工准备高效的工作计划，安排节日和假日。
· Works with Superior and HumanResources 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 in thepreparation and management of the Department’s budget.
· 与上级领导一起编制和管理部门预算。
· Actively participate in thepromotion of hotel products and publicity
· 积极参与酒店产品和宣传的推广