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崗位職責/職位描述

·???????? Monitor guest relations’ personnel to ensure maximum guest satisfaction through personal recognition to all PCR members, VIPs and repeat guests,? and prompt cordial attention from arrival through departure

通過對員工業(yè)績的認可，提升員工工作熱情，監(jiān)督客服關系中心員工工作，在客人到達至離開酒店期間，客人提供個性化服務，量讓客人滿意。

·?????? Review all expected arrivals on daily basis, and to pre-select PCR enrolment? targets.

每天查看預期到達客人清單，提前選出預期到達的優(yōu)悅俱樂部成員。

·???????? Monitor guest relations personnel to ensure Priority Club members consistently receive all benefits, repeat guests and other VIP’s receive special recognition and service

監(jiān)督客服關系中心員工工作，確保優(yōu)悅俱樂部成員能獲得最大利益，頭客及重要客人都能受到特別的關注。

·?????? Inspects all pre-assigned PCR member / VIP rooms prior to arrival.

在客人到達前，提前檢查優(yōu)悅俱樂部成員及重要客人房間。

·???????? Greet VIP / PCR / repeat? guests personally

單獨迎接重要客人，優(yōu)悅俱樂部成員及回頭客

·???????? Liaise with other departments and necessary outside contracts to ensure excellent service delivery

與其他部門保持合作，與必要外界部門保持聯系，確保為客人提供優(yōu)質服務。

·???????? Oversee maintenance of efficient repeat guest history system

維護回頭客檔案系統(tǒng)

·???????? Promote Inter-Hotel sales and in-house facilities

促進酒店內房間及設施的銷售

·???????? Priority Club and regular guest welcome letters

優(yōu)悅俱樂部及定期客人的歡迎信。

·???????? Solicitation of Priority Club applications

接受優(yōu)悅俱樂部會員申請。

·???????? Attending to special requests by guests

滿足客人特殊要求。

·???????? Develop and implement guest telephone contact systems

為客人接通電話。

·???????? Handle guest complaints and refer them as necessary, follows up on corrective action

處理客人投訴，在必要時為客人提供咨詢，跟蹤錯誤行為。

·???????? Schedule and attend regular Priority Club and VIP guest cocktail parties and social engagements in an effort to further improve on service delivery

定期計劃并參加優(yōu)悅俱樂部及重要客人雞尾酒會和必要社交活動，進一步提高服務。

·???????? Review arrival lists for Priority Club Rewards members and all VIPs to check room allocations, amenities, and special requests

查看優(yōu)悅俱樂部成員及重要客人清單，查看房間分配，房間內設施，及客人特殊要求。

·???????? Prepare requisitions for amenities on a timely basis

及時在房間內準備令客人愉快的物品。

·???????? Overall responsible for ensuring and maintaining the entire range of services offered for the Priority Club members, VIP’s and repeat guests? with the aim to maximum guest satisfaction

全面負責對優(yōu)悅俱樂部成員，重要客人，及回頭客的服務，盡量讓客人滿意。

·???????? Organize and conduct regular meeting related to Priority Club activities to facilitate communications and smooth operations

定期組織有關優(yōu)悅俱樂部活動的會議，以便更好的交流，及確保工作正常運作。