Loyalty Manager 忠实客户经理

岗位职责/职位描述

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
Monitor FO staff’s personnel to ensure maximum guest satisfaction through personal recognition to all VIP and IHG Rewards Club members and repeat guests, and prompt cordial attention from arrival through departure
通过对员工业绩的认可，提升员工工作热情，监督前厅部员工工作，在重要客人和IHG优悦会 会员以及常客到达至离开酒店期间，为客人提供个性化服务，尽力让客人满意
Monitor FO staffs’ personnel to ensure maximum guest satisfaction through personal recognition and prompt cordial attention from arrival through departure
监督前厅部员工，以确保客人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
Review all expected arrivals on daily basis, and to pre-select IHG Rewards Club membership enrollment targets
每天查看预期到达客人报告，提前选出潜在的客人成为IHG优悦会会员
Inspects all pre-assigned IHGRC and VIP rooms prior to arrival
在客人到达前，提前检查IHG优悦会会员及重要客人的房间
Greet VIP,IHGRC and repeat guests personally
迎接重要客人，IHG优悦会会员及回头客
Liaise 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
Oversee maintenance of efficient repeat guest history system
维护回头客档案系统
Perform such functions as to include but not be limited to:
行使下列功能，包括但不仅限于:
IHG Rewards Club members and regular guest welcome letters
向IHG优悦会会员和常客致欢迎信
Solicitation of IHG Rewards Club applications
发展IHG优悦会会员
Attending to special requests by guests
回应客人提出的特别要求
Handle guest complaints and refer them as necessary, follows up on corrective action
解决客人投诉，必要时与其联系，并采取相关行动
Schedule and attend regular IHG Rewards Club and VIP guest cocktail parties and social engagements in an effort to further improve on service delivery
定期计划并参加IHG优悦会会员及重要客人的鸡尾酒会和必要社交活动，进一步提高服务
Review arrival lists for IHG Rewards Club members and all VIPs to check room allocations, amenities, and special requests
查看IHG优悦会会员及重要客人报表，查看房间分配，房间内设施，及客人特殊要求
Prepare requisitions for amenities on a timely basis and check room before guest arrival
及时在房间内准备欢迎物品并在客人到达前检查房间
Overall responsible for ensuring and maintaining the entire range of services offered for the IHG Rewards Club members, VIP’s, and repeat guests, also long staying guest，first time arrival and special date guest, etc. with the aim to maximum guest satisfaction
全面负责对IHG优悦会会员、重要客人及回头客的服务，还有一些长住客人，第一次入住客人 还有特别日期的客人都要尽量让客人满意
Responsible for room inspection
负责为客人介绍房间设施
Organize and conduct regular meeting related to IHG Rewards Club members activities to facilitate communications and smooth operations
定期组织有关IHG优悦会会员活动的会议，以便更好的交流，及确保工作正常运作
Perform other duties as maybe assigned by superiors
完成上级布置的其他工作
Organize and conduct regular meeting for all FO staff to facilitate communications and smooth operations
组织和召开前厅部全体人员参加的会议，以加强交流和保证业务的顺利进行
Compile, analyse and control VIP Supplies costs
对贵宾用品成本情况进行编写、分析和控制
Training all of FO staff for IHG Rewards Club, Loyalty Enrollment and HeartBeat
对所有的前厅部员工进行IHG优悦会，会员招募和心语的培训
Take the responsibility of Guest Service Manager if necessary
必要时，担当宾客服务经理职责
Adheres to Intercontinental Hotels Group Corporate Code of Conduct, Employee Handbook and Hotel policies
遵守酒店集团的规则、员工手册和政策
Carry out other tasks as directed by your supervisors
完成你上级交待的其它任务
Familiar with relevant works of epidemic prevention and control
熟悉疫情防控相关工作
Assist Guest Service Manager to handle guest complaint 
协助宾客服务经理处理客诉