Diretor de Relações com Clientes 宾客 关系 主任

• Ensure maximum guest satisfaction through personal recognition and prompt cordial attention from arrival through departure
• 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 
• Ensure Priority Club members consistently receive all benefits, repeat guests and other VIP’s receive special recognition and service
• 确保优悦会会员始终得到全部优惠，常客和其它贵宾也得到特别关照 
• 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
• Promote Inter-Hotel sales and in-house facilities
• 促进店际销售及完善内部设施
• 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
• 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 
• Overall responsible for ensuring and maintaining the entire range of services offered for the Club Floor and Club Lounge with the aim to maximum guest satisfaction
• 确保向行政楼层和行政俱乐部提供全方位的服务，最大程度的获得宾客满意度
• Perform other duties as assigned by superior. 
• 完成上级分派的其他任务。

Number of employees supervised –

管理的员工

Direct      N.A.

直接     无

Indirect     N.A.

间接         无

Annual Operating Profit/Payroll Budget – 

年度经营利润和薪金预算

• N/A
• 无

Key Metrics – 

主要绩效指标

• Completion of assigned tasks
• 完成分配给的工作的情况
• Guest Satisfaction Survey
• 宾客满意度调查

Decision Making Responsibilities (Decision Rights) –

决策职责(决策权)

• Matters pertaining to Guest Relation
• 与宾客的相关事宜
• Within the authority as assigned for HoteI Band 7 role.
• 酒店职位 7级所拥有职权范围。