Loyalty Manager忠诚客户经理

· Assists the Front Office Manager in all aspects of their duties
· 协助前厅部经理的各方面工作
· Assist Front Office Manager in execution of the management of staff
· 协助前厅部经理管理员工
· Monitor Front Office personnel to ensure guests receive prompt, cordial attention and personal recognition
· 监督前厅部员工，以确保来宾被及时的礼貌接待并得到充分的注意和重视
· Monitor Front Office personnel, to ensure PCR members, known repeat guests and other VIPs receive special attention and recognition
· 监督前厅部，特别是客户关系人员，以确保优悦会会员、常客和其它贵宾得到特别关照和尊重
· Control the availability of rooms, rooms types, accuracy of room count and rate categories
· 管理房间空余情况、房间类型、房间出租率和价格类型的准确性等
· Maximize occupancy, revenue and average rate while maintaining high service standards
· 在保持服务的高标准的同时将入住率、收益和平均价格最大化
· Liaise with Housekeeping Department to ensure room image is maintained and the “Room Ready on Arrival” policy is adhered to
· 与客房部联系，保持客房形象，并遵守“到店即可入住”的政策
· Liaise closely with Executive Housekeeper to ensure special guest needs, amenities and other room related requests are met
· 与行政管家紧密联系，以确保客人的特殊需要、关于各类用品的需要和其它与客房相关的需要得到满足
· Be aware of credit policies and procedures and liaise closely with Finance Department to ensure that credit procedures are properly carried out
· 掌握信用政策和程序，并与财务部密切联系，以确保信用程序的完全执行
· Know system recovery procedures
· 掌握系统复原程序
· Interpret computer reports
· 分析电脑报告
· Compile statistics for front office and provide reports relating to that area
· 为前厅部整编统计数字并提供与之相关的报告
· Continually check the accuracy of room count
· 不断检查房间出租率的情况
· Approve upgrades and special amenities in absence of manager
· 批准房间的免费升级及特殊设备的使用
· Maintain inter-departmental relationships to ensure seamless customer service
· 保持各部门之间的关系以确保对客服务畅通
· Inspect frequently for cleanliness and orderliness, the lobby, Sanctuary, on a random basis, VIP rooms prior to arrival
· 经常到大厅、行政酒廊检查其整洁情况，并在贵宾到来前对贵宾房进行抽查
· Assist in the preparation of efficient work schedule for Front Office Staff, arranging holidays and vacation, taking into consideration project occupancy and forecasts and any large group movements, especially those with early or late arrivals or departures
· 在考虑项目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，为前厅部员工准备高效的工作计划，安排节日和假日
· Maintain appropriate standards of conduct, dress, hygiene, uniforms, appearance and posture of departmental employees
· 保持部门员工的行为、装束、卫生、制服穿着、外表和仪态标准
· Provide input for Front Office Departmental Meetings and deputizes in cases of absence
· 参加前厅部部门会议并在缺席的情况下负责代理
· Promote Inter-hotel sales and in house facilities
· 促进店际销售及完善内部设施
· Inspects all VIP rooms prior to arrival
· 在贵宾到达前对贵宾房进行检查
· Greet VIP guests personally
· 亲自迎接贵宾
· Oversee maintenance of efficient repeat guest history system
· 对高效的常客客史档案系统维护实施监管
· Perform such functions as to include but not be limited to:
· 行使下列功能，包括但不仅限于：
· Priority Club and regular guest welcome letters
· 向优悦会会员和常客致欢迎信
· Solicitation of Priority Club applications
· 发展优悦会会员
· Attending to special requests by guests
· 回应客人提出的特别要求
· Develop and implement guest telephone contact systems
· 开发和应用客人电话联系系统
· Handle guest complaints and refer 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, analyze and control guest relations’ costs
· 对客户关系部的成本情况进行编写、分析和控制
· Schedule and attend regular Priority Club and VIP guest cocktail parties and social engagements in an effort to further improve on 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 all arrivals 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 for amenities on a timely basis
· 及时准备设备使用申请
· 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