客户服务
Customer Service
• 根据业务需要协助宾客服务员履行相关职责。
Assists with Host duties as requested and required due to operational needs
• 必要时，热情招待来酒店实地考察的客人。
Entertains and conducts hotel inspections to clients whenever required.
• 与确定客户建立和维持稳固的关系。
Establishes and maintains strong relationship with the established clientele.
• 与宾客服务部门密切合作，确保满足宾客的要求和期望。
Liaises and works closely with the Guest Services Department ensuring guest's requests and expectations are being met.
• 通过礼貌有效的方式处理宾客和同事的投诉和要求。如果不能及时解决，要对投诉或问题进行汇报，并寻求迅速反馈。
Handles guest and employee enquiries in a courteous and efficient manner, reporting complaints or problems. If no immediate solution can be found, to ensure that the necessary follow-up is conducted in a timely manner.
• 与客人及同事建立起积极的交流互动并保持良好的工作关系。
Maintains positive guest and colleague interactions with good working relationships.
• 处理所有商务和旅游团队接待事宜，提供优质的服务达到会议组织者和参加会议客人的要求。
Handles all business and leisure groups and provides excellent services to meeting planner and meeting guests.
营销
Marketing
• 协助进行大范围的竞争对手调研工作，熟知酒店的产品知识。
Assists to conduct extensive competitor research and maintains excellent Product Knowledge of the Hotel.
• 了解可能影响酒店财务业绩的团体、业务、政治和社会因素。
Be aware of community, business, political and social factors that may affect the hotel’s financial performance.
运营
Operational
• 确保在记录和电子数据库中对所管辖的公司客户相关信息进行定期更新。
Ensures that the relevant information of all allocated Accounts is being updated regularly in the record or electronic database system.
• 回复电话询问，确保所回复信息的及时性和精确性。
Responds to all telephone calls or inquiries, ensures information/ messages are accurately received and relayed.
• 积极跟进销售需求。
Actively follows up sales leads.
• 准备报价单，并在网站上及时更新。
Prepares quotes and updates online web sites with on time information.
• 及时编制和分发每周/月度报告。
Prepares, compiles and distributes the weekly/ monthly reports in a timely manner.
• 确保正确保存活动/事件记录薄。
Ensures the activities/events log book is being accurately maintained.
• 编辑市场调研和竞争对手调研报告。
Compilation of Market Surveys and Competitor Researches report.
• 必要时，向客户分发酒店资料。
Distribution of relevant hotel information to clients when required.
• 按照销售总监编制的计划进行销售拜访。
Conducts regular sales calls per schedule prepared by the Director of Sales.
• 与确定客户维持良好的关系，并在必要时提供所有协助。
Maintains good relationship with the established clientele and provides all necessary assistance when required.
• 准备宴会单，并及时将其分发给相关部门。
Prepares and ensures all Events Orders are distributed to concerned department on a timely manner.
• 确保完成或超越销售总监规定的房间月度和年度销售目标。
Ensures to achieve or exceed the monthly and yearly target of room sales assigned by DOS.
• 确保所提供的服务总是符合操作手册中规定的最高效率、一致性和礼貌的标准。
Ensures services provided are always carried out according to defined standards with the utmost efficiency, consistency and courtesy as detailed in the Operation Manual.
• 完全了解酒店的设施、特点和服务。
Maintains a detailed knowledge of hotel facilities, features and services.