- 目錄
崗位職責(zé)是什么
酒店客戶經(jīng)理是酒店業(yè)務(wù)的核心角色，主要負(fù)責(zé)維護(hù)和建立與客戶之間的良好關(guān)系，以提升客戶滿意度和忠誠(chéng)度，促進(jìn)酒店業(yè)務(wù)的穩(wěn)定增長(zhǎng)。
崗位職責(zé)要求
1. 擁有出色的溝通技巧，能夠有效理解并滿足客戶需求。
2. 具備良好的商業(yè)意識(shí)，能識(shí)別和把握商業(yè)機(jī)會(huì)。
3. 熟悉酒店行業(yè)，了解市場(chǎng)動(dòng)態(tài)和競(jìng)爭(zhēng)對(duì)手情況。
4. 具備一定的項(xiàng)目管理能力，能協(xié)調(diào)各部門資源以達(dá)成目標(biāo)。
5. 有較強(qiáng)的問題解決能力和危機(jī)應(yīng)對(duì)策略。
6. 能夠在壓力下保持專業(yè)，始終保持以客戶為中心的服務(wù)理念。
崗位職責(zé)描述
酒店客戶經(jīng)理的角色不僅限于銷售，更是關(guān)于建立長(zhǎng)期的客戶伙伴關(guān)系。他們需要通過定期的溝通和互動(dòng)，了解客戶的喜好和期望，提供個(gè)性化的服務(wù)。在處理客戶投訴時(shí)，客戶經(jīng)理需展現(xiàn)出高超的談判技巧，快速解決問題，確保客戶滿意度。此外，他們還需要分析客戶數(shù)據(jù)，以優(yōu)化服務(wù)流程，提高客戶回頭率。
在業(yè)務(wù)拓展方面，客戶經(jīng)理需主動(dòng)發(fā)掘新的潛在客戶，制定并執(zhí)行有效的市場(chǎng)營(yíng)銷策略。他們需要與酒店各部門緊密合作，從預(yù)訂到入住，再到離店后的跟進(jìn)，確保整個(gè)客戶體驗(yàn)的一致性和優(yōu)質(zhì)性。
有哪些內(nèi)容
1. 客戶關(guān)系管理：維護(hù)現(xiàn)有客戶數(shù)據(jù)庫(kù)，定期更新客戶信息，進(jìn)行客戶滿意度調(diào)查。
2. 服務(wù)定制：根據(jù)客戶需求，協(xié)調(diào)各部門提供個(gè)性化服務(wù)，如特別餐飲安排、活動(dòng)策劃等。
3. 銷售推廣：制定并實(shí)施銷售計(jì)劃，參與商務(wù)談判，爭(zhēng)取更多的預(yù)訂和團(tuán)體業(yè)務(wù)。
4. 市場(chǎng)研究：跟蹤行業(yè)趨勢(shì)，分析競(jìng)爭(zhēng)對(duì)手策略，為酒店發(fā)展提供建議。
5. 問題解決：處理客戶投訴，及時(shí)解決客戶遇到的問題，確?？蛻魸M意度。
6. 團(tuán)隊(duì)協(xié)作：與各部門經(jīng)理溝通協(xié)調(diào)，確保服務(wù)質(zhì)量，共同提升客戶體驗(yàn)。
7. 數(shù)據(jù)分析：利用crm系統(tǒng)分析客戶行為，為優(yōu)化服務(wù)和提升業(yè)績(jī)提供數(shù)據(jù)支持。
酒店客戶經(jīng)理的工作是多維度的，既需要關(guān)注細(xì)節(jié)，又要有全局觀，以實(shí)現(xiàn)客戶滿意度、業(yè)務(wù)增長(zhǎng)和品牌聲譽(yù)的同步提升。這一角色需要不斷適應(yīng)市場(chǎng)變化，以創(chuàng)新的方式提升客戶價(jià)值，推動(dòng)酒店業(yè)務(wù)的持續(xù)成功。
酒店客戶經(jīng)理崗位職責(zé)范文
第1篇 酒店客戶經(jīng)理崗位職責(zé)
hotel account manager 酒店客戶經(jīng)理 驛舒達(dá)酒店預(yù)訂服務(wù)(上海)有限公司 驛舒達(dá)酒店預(yù)訂服務(wù)(上海)有限公司,hrs,驛舒達(dá) we are looking for a shanghai based hotel account manager china (m/f) to proactively support our partner hotels in satisfying our customers needs and to acquire new partner hotels
at hrs group “we love to make it happen”: we are the world’s leading hotel solutions provider and enable business and leisure travelers to search, book and stay in control of their hotel accommodation. it is our goal to make the booking e_perience simple and smart. our booking portals combine more than 850,000 accommodations worldwide and form the basis for our innovative end-to-end solutions we are offering to global corporations. the hrs group continues to e_pand and employs more than 1,500 people in 27 offices across the world – including cologne, shanghai, london, mumbai and sydney.
our business unit hrs hotel solutions takes care of the procurement of the hrs group. this means, our sales colleagues engage with our hotel partners in order to support them ma_imizing their distribution success. but also acquiring and bundling the best accommodations and conditions for our business and leisure customers is their passion.
to fuel our international growth we are looking for entrepreneurial minds, who are passionate and result-driven, have a strong team-spirit and will take on the challenge to pioneer the ever changing travel industry. do you also want to make it happen at hrs?
the challenge you are up for
? provide phone (inbound calls) and written advice to our hotel partners on issues regarding the best way they can market themselves via hrs
? process incoming correspondence in both mandarin and english
? closely cooperate with other departments in the company and provide a seamless flow of information
the commitment you bring
? professional training in the hotel industry
? initial professional e_perience in the hotel and/or tourism industry, including customer contact
? passion for customer support in online business/ecommerce
? commitment, ability to work independently and a customer-oriented, results-focused approach combined with very good communication skills
? fluency in mandarin and good command of english, spoken and written
the reward you get
? a high impact hotel sales role with high degrees of responsibility and autonomy
? plenty of room for personal growth and professional development
? a highly talented, passionate and international team that revolutionizes the travel industry
? strong team performance and a transparent results focus towards one shared direction
? a modern working environment
