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Loyalty Manager 忠诚客户经理

Hotel Brand: InterContinental Hotels
Location: Mainland China, Hainan, Sanya

Hotel: SYXHA - InterContinental Sanya Resort

Job number: HOTEL48463


About Us

Do you see yourself as a Loyalty Manager? 您认为自己是优秀的忠诚客户经理吗? What's your passion? Whether you're into tennis, shopping or karaoke, at IHG we're interested in you. At IHG we employ people who apply the same amount of care and passion to their jobs as they do their hobbies - people who put our guests at the heart of everything they do. And we're looking for more people like this to join our friendly and professional team. 您的激情是什么?无论您的爱好是网球、购物或是卡拉OK,在洲际酒店集团,我们都对您非常欢迎。洲际酒店集团希望招募到那些把同样的关注和激情如同付诸于他们的爱好那样投入到工作中的人 - 那些用心对待客人每件事情的员工。目前我们在招募更多这样的员工加入我们充满动力与活力的团队。


Your day to day

•Monitor guest relations’ personnel to ensure maximum guest satisfaction through personal recognition to all VIP’s, returning guests and IHG Rewards Club members to prompt cordial attention from arrival through departure 监管客户关系最大程度的提供个人化热诚的,优质的服务在客人入住期间增加重要客人,回头客以及酒店优越会员的满意度 •Monitor guest relations personnel to ensure IHG Rewards Club members consistently receive all benefits, repeat guests and other VIP’s receive special recognition and service 监管客户关系以确保所有的重要客人,回头客和酒店优越会员能够一如既往的享受 所有的优惠和特别的重视和服务 •Review all expected arrivals on daily basis, and pre-select IHG Rewards Club members enrollments targets and ensure maximum qualified enrolments are achieved 每天浏览所有的预定情况,提前选择酒店会员的对象确保最大化的加入会员 •Inspects all pre-assigned rooms for VIP’s, returning guests and IHG Rewards Club members prior to arrival 检查所有提前预留给重要客人,回头客,酒店优越会员的房间 •Greet all VIP’s, returning guests and IHG Rewards Club members personally 亲自问候所有的重要客人,回头客和酒店优越会员 •Ensure VIP Rooming list issued in Welcome Booklet, whenever 2 or more VIP’s are a party (see attachment) 保证分发重要客人的欢迎信,包括2个或更多的随行人员 •Liaise with other departments and necessary outside contacts to ensure excellent service delivery 保持和其它部门和外界的紧密接触以确保优质的服务 •Oversee maintenance of all VIP’s, returning guests and IHG Rewards Club members history system 检查和维护所有重要客人,回头客以及酒店优越会员的资料记录 •Promote Inter-hotel sales and in-house facilities 促进销售酒店和酒店设施 •Perform such functions as to include but not be limited to: 行使下列功能,包括但不仅限于: All VIP’s, returning guests and IHG Rewards Club members welcome letters. 所有重要贵宾,回头客,酒店优越会员的欢迎信 Active solicitation of IHG Rewards Club applications. 积极的增加酒店的优越会员加入 Recognize, attend and follow up to special requests by guests. 重视以及参与跟进客人的特殊要求 •Develop and implement guest telephone contact systems 发展和执行客人电话联系系统 •Handle guest complaints and refer them as necessary, follows up on corrective action 处理客人的投书如有必要将会作为参考,立即做出跟进计划 •Compile, analyze and control guest relations’ costs 编辑,分析和控制客户关系的成本 •Schedule and attend regular VIP’s, returning guests and IHG Rewards Club member’s cocktail parties and social engagements in an effort to further improve on service delivery 计划和参加重要贵宾,回头客,酒店优越会员的鸡尾酒会以努力提高提供的服务 •Review arrival lists for arrivals of all VIP’s, returning guests and IHG Rewards Club members to check room allocations, amenities, and special requests 浏览重要客人,回头客,酒店优越会员的到达预定的表格并检查房间的安排,房间内的欢迎物品和特殊的要求 •Overall responsible for ensuring and maintaining the entire range of services offered for all VIP’s, returning guests and IHG Rewards Club members with the aim to maximize guest satisfaction 全面地负责和确保重要贵宾,回头客,酒店优越会员的全方面服务已提高客人满意度



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