JOB TITLE职务名称:Loyalty Manager 忠诚客户经理
AREA/DEPARTMENT区域/部门:F ront Office/Loyalty Club前厅部 / 忠诚客户俱乐部
JOB BAND级别: 6
HOTEL LEVEL酒店星级:IV-V
REPORTS TO直接领导:Front Office Manager/Assistant Front Office Manager
前厅部经理 / 前厅部副经理
POSITIONS SUPERVISED下级:Loyalty Officer
忠诚客户主任
JOB SCOPE工作范围:Under the general direction of the Front Office
Manager/Assistant Front Office Manager and within the
limits of established InterContinental Hotels Group and
local policies and procedures, overes and directs all
aspects of Guest Recognition Program to achieve the
丁小猫highest possible recognition of VIPs and returning
guests and maximize the Priority Club Rewards
enrolments. Promotes the desired work culture around
the five core values of Trust, Integrity, Respect, One
Team and Service of the InterContinental Hotels Group
and the brand ethos.
服从前厅部经理/前厅部副经理的全面地指示，执行和遵
循洲际酒店集团和本地酒店的相关的政策和程序。监查
和指导客户认知计划的各方面以最大程度达到对酒店重
要客人和回头客的重视，同时最大程度的增加酒店的会
员的加入。发扬酒店的工作文化5个最重要的价值，信
任，诚信，尊重，一个团队和服务以及品牌声誉。TESTIMONIAL: I hereby confirm having read the duties and agree to perform the duties as t out in the Job Description to the required standards.
证明: 我确认细读了所有职责，同意按照工作职责的要求工作并到达所规定的标准。Signature签名: ………………………………………………………………………… Date日期: …………………………………………………………………………………
Key Responsibilities主要职责
•Monitor loyalty officers to ensure maximum guest satisfaction through personal recognition to all VIP’s, returning guests and PCR members and 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，回头客以及酒店会员的满意度。
纸盒怎么做
•Monitor loyalty officers to ensure all VIP’s, returning guests and PCR members consistently receive all benefits, special recognition and rvice.
监管客户关系以确保所有的重要客人，回头客和优悦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-lect PCR enrolment targets and ensure maximum qualified enrolments are achieved.
每天提前选择酒店会员的对象确保最大化的加入会员，查看预期到达客人清单。
•Inspects all pre-assigned rooms for VIP’s, returning guests and PCR members prior to arrival.
在客人到达前，检查所有提前预留给重要客人，回头客，优悦会员的房间。
•Greet all VIP’s, returning guests and PCR members personally
亲自问候所有的重要客人，回头客和酒店会员。
•Ensure VIP Rooming list issued in Welcome Booklet, whenever 2 or more VIP’s are a party (e 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。
•Liai with other departments and necessary outside contacts to ensure excellent rvice delivery 保持和其它部门及外界的紧密接触以确保优质的服务。
•Overe maintenance of all VIP’s, returning guests and PCR members history system.
检查和维护所有重要客人，回头客以及优悦会员的资料记录。
•Promote Inter-Hotel sales and in-hou facilities.
促进销售酒店和酒店设施
•Perform such functions as to include but not be limited to:
执行下面包括但是没有限制的功能：
o All VIP’s, returning guests and PCR members welcome letters.
所有重要贵宾，回头客，优悦会员的欢迎信
o Active solicitation of PCR applications.
积极的增加酒店的会员加入
o 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.
处理客人的投诉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 PCR member’s cocktail parties and social engagements in an effort to further improve on rvice delivery.
计划和参加重要贵宾，回头客，优悦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 PCR members to check room allocations, amenities, and special requests.
浏览重要客人，回头客，优悦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。•Prepare requisitions for amenities on a timely basis.
每天定时准备房间欢迎物品。
•Overall responsible for ensuring and maintaining the entire range of rvices offered for all VIP’s, returning guests and PCR members with the aim to maximize guest satisfaction.
全面地负责和确保重要贵宾，回头客，优悦会员的全方面服务已提高客人满意度。
•Organize and conduct regular meeting related to guest recognition to facilitate communications and smooth operations.
组织和举行例会以提高客人的重视度以及推动沟通和稳定的运作。
•Obey temporary arrangement or transfer by superior and department head.
服从部门领导工作上的临时安排及调动
Human Resource and Training Responsibilities人力资源和培训职责
钩花教程新手学钩花朵•Works with Superior and Human Resource Manager to ensure the departmental performance of staff is
productive. Duties include:
与主管和人事部的经理合作确保部门员工的表现富有有效的生产力，包括
o Assists in maintaining a comprehensive, current and guest focud t of departmental standards and procedures and overes their implementation
协助，全面和广泛的保持对客人的关注，部门的标准和程序以及监管执行能力
o Ensures Priority Club Rewards training programmes are updated and implemented to meet needs 确保优悦会员的奖励培训计划保持更新和执行以达到需求。
o Coaches, counls and disciplines staff, providing constructive feedback to enhance performance in guest recognition.
指导，劝告和训练员工，提供有建设性的反馈以达到提高。
o Regularly communicates with staff and maintains good relations
定期和员工沟通以保持最佳关系。
Occupational Health and Safety Responsibilities职业健康和安全职责节日祝福
•Demonstrate Awareness of OH&S policies and procedures and ensure all procedures are conducted safely and within OH&S guidelines and ensure your direct reports do the same
熟悉职业保健、安全职责相关政策和程序，以确保所有程序能得以安全地执行，并在职业保健和安全职责方针的指导下确保行为落到实处。
•Be aware of duty of care and adhere to occupational, health and safety legislation, policies and procedures 了解并坚持职业的、健康的、安全地立法、政策和程序
•Be familiar with property safety, first aid and fire and emergency procedures and operate equipment safely and nsibly
米粉怎么煮熟悉酒店安全，急救，消防，和紧急情况的处理程序，并能正确的使用相关的设备
•Initiate action to correct a hazardous situation and notify supervisors of potential dangers 及时对危险的情形采取补救措施，并对主管通报存在的潜在危险
•Log curity incidents and accidents in accordance with hotel requirements
按酒店的要求，记录安全事故和意外事故
Key Competencies 主要能力Key Tasks 主要任务
Drive For Results 推进成效•Compete against a standard of excellence by tting high performance standards and pursuing aggressive goals
设定高标准的要求和努力实践宏伟目标
•Strive for constant improvements and takes responsibility for achieving monthly and yearly PCR enrolment targets / results and pervere despite obstacles
努力，坚持不懈地的提高，同时承担责任，克服困难以达到增进优悦会员的月度和年度目标。
Understanding the Business
对工作了如指掌•Demonstrate an interest in and an understanding of issues relevant to your department and hotel and keep your related knowledge up to date
表现出对相关部门和酒店的兴趣以及理解，时刻更新相关的信息。
•Adheres to Intercontinental Hotels Group Corporate Code of Conduct, Employee Handbook and Hotel policies
遵守洲际酒店的行为规范，员工手册和酒店政策。
•Demonstrates an understanding of competitors’ major strengths and weakness 论证和熟悉竞争对手的优势和弱势。
•Establishes and interprets key performance indicators to manage the business, consistently takes into accounts financial implications of business decisions and recommendations怎么关闭迈克菲
建立和理解主要成绩指标管理经营，不间断的考虑经营的财务收益而做相应建议和举措。
•Has a broad knowledge of how the business is run, focus on the major factors necessary to ensure that the business is successful and profitable
具有广泛的知识，关注主要事项确保酒店成功的运作和盈利。
Problem Solving and Decision Making
问题的解决能力和做出决•Diagno problems and thoroughly analyze information to guide decision making 分析和了解问题的根本以作出决策。
•Evaluate and assimilate critical information when reaching conclusions and make
策logical, competent decisions
吸取和评估负面意见以作出更逻辑和竞争力的决定
Customer Focus 关注顾客•Build and maintain positive relationships with all internal customers and guests especially the VIP’s, returning guests and PCR members in order to exceed their needs
建立和保持所有客人特别是重要贵宾，回头客，优悦会员良好的客户关系以超越他们的要求。
•Take action to address in-hou VIP’s, returning guests and PCR members’ needs in order to exceed their expectations
采取行动计划以达到客人的需求从而超越他们的期望。
•Create a positive hotel image in every interaction with internal and external customers
维护和创造酒店的良好品牌形象。
•Adhere to hotel brand standards
遵循酒店的品牌标准。
•Maintain a high level of product and rvice knowledge in order to explain and ll rvices and facilities to PCR guests
保持最高标准的产品和服务的技能和知识以推广酒店的服务和设施给会员
•Assist guests and escort them to locations within the hotel at their request 在客人要求的情况下协助和指引客人所需到达的地方。
•Maintain knowledge of special programs and events in the hotel in order to recognize and respond to guests needs
对酒店的特别活动和宴会时刻掌握以满足客人的要求
•Maintain current Hotel information to be able to provide information to guests 保持目前酒店的信息以提供信息给我们的客人。
•Implements procedures which enhance the guest experience
执行提高客人入住经历的程序
Innovation 创新•Generate new ideas and encourage creativity from colleagues 不断更新理念鼓励同事创新。
•Recognize the need for new and modified approaches 认识到新趋势的需要并及时调整方式
Teamwork 团队协作•Demonstrate co-operation and trust with colleagues, supervisors, teams and across departments to deliver positive results
与同事，主管，整个部门和其他部门保持良好的合作和信任以达到成功•Actively participate in Front Office meeting
主动积极的参与前厅部会议。
•Interact with department and hotel staff in a professional and positive manner to foster good rapport, promote team spirit and ensure effective two way
communication
与部门和酒店员工的相互协调以建立良好的关系，推进团队的协作精神和有效的双面沟通。
Adaptability 适应能力•Be comfortable and effective in an environment of ambiguity or change 在多变化和不明朗的工作环境下正常有效工作
•Be receptive to new ideas and respond to workplace changes in a flexible and optimistic manner
乐于接受新的观念，很灵活和乐观的态度去面队工作中的变化
•Complete tasks as directed by Management
完成管理层分配的任务。
Impact and Influence 影响力•Promote your ideas persuasively, and shape the opinion of subordinates and overcome resistance
有力提倡观点和说服下属克阻力接受观点
•Build connsus for action and negotiate mutually beneficial solutions to problems 建立协商机制以双方互惠互利的原则解决问题
•Establish influential contacts with suppliers
和供应商保持有影响力的联系
Leading and Developing •Inspire others to excel by clearly communicating business values and direction,
People
领导和发展他人
recognizing good performance and providing managerial support
通过明确的工作价值和方向鼓舞他人超越自我，赏识良好的行为表现以及提供管理的协助支持。
黄冲•Develop potential of others through coaching and development opportunities to build organization capability for the future
cad光标发展有潜力的员工，提供和指导员工，为企业未来的发展培养人才。
Cultural Awareness 文化认识•Understands and takes into account the global nature of the business; works effectively with colleagues from different viewpoints, cultures and countries.
理解并考虑业务的全球性，并与持有不同观点，来自不同文化背景和国家的同事合作。
