客户关系员Guest Relation Officer

• Ensures at all times maximum guest satisfaction through personal recognition to all guests along with PCR members, VIPs, and repeat guests, and prompt cordial attention from arrival through departure.
• 确保满足客人的需求，关注优悦俱乐部会员及重要贵宾从到达至离开酒店期间，为客人提供个性化服务，使客户满意。
• Ensures Priority Club members consistently receive all benefits, repeat guests and other VIP’s receive special recognition and service.
• 确保优悦俱乐部会员能获得最大利益，回头客及重要客人都能受到特别的关注。
• Greets VIP guests personally
• 迎接贵宾客人。
• Greets all guests at all times in a friendly and helpful manner and attempts to learn and use guest’s name at every opportunity.
• 随时以友好的态度与客人打招呼，为客人提供帮助，尽量称呼客人的姓名。
• Liaises 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。
• Ensures the maintenance of efficient repeat guest history system
• 维护回头客档案系统。
• Promotes Inter-Hotel sales and in-house facilities
• 促进酒店内房间及设施的销售。
• Performs such functions as to include but not be limited to:
• Solicitation of Priority Club applications.
• Attending to special requests by guests.
• 完成以下职责：
• 接受优悦俱乐部会员申请
• 满足客人特殊要求
• Develops and implement guest telephone contact systems.
• 更新及维护客人电话系统
• 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。
• Reviews arrival lists for all arrivals and VIPs to check room allocations, amenities, and special requests.
• 查看所有到达客人及重要客人清单，查看房间分配，房间内设施，及客人特殊要求。
• Prepares requisitions for amenities on a timely basis.
• 及时在房间内准备令客人愉快的物品。
• Ensures and maintains the entire range of services offered for all the guests with the aim to maximum guest satisfaction.
• 确保对客人提出的各种需求提供满意的服务，让客人满意。