酒店客戶經理崗位職責

崗位職責是什么

酒店客戶經理是酒店業(yè)務的核心角色，主要負責維護和建立與客戶之間的良好關系，以提升客戶滿意度和忠誠度，促進酒店業(yè)務的穩(wěn)定增長。

崗位職責要求

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，能識別和把握商業(yè)機會。

3. 熟悉酒店行業(yè)，了解市場動態(tài)和競爭對手情況。

4. 具備一定的項目管理能力，能協調各部門資源以達成目標。

5. 有較強的問題解決能力和危機應對策略。

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理念。

崗位職責描述

酒店客戶經理的角色不僅限于銷售，更是關于建立長期的客戶伙伴關系。他們需要通過定期的溝通和互動，了解客戶的喜好和期望，提供個性化的服務。在處理客戶投訴時，客戶經理需展現出高超的談判技巧，快速解決問題，確?？蛻魸M意度。此外，他們還需要分析客戶數據，以優(yōu)化服務流程，提高客戶回頭率。

在業(yè)務拓展方面，客戶經理需主動發(fā)掘新的潛在客戶，制定并執(zhí)行有效的市場營銷策略。他們需要與酒店各部門緊密合作，從預訂到入住，再到離店后的跟進，確保整個客戶體驗的一致性和優(yōu)質性。

有哪些內容

1. 客戶關系管理：維護現有客戶數據庫，定期更新客戶信息，進行客戶滿意度調查。

2. 服務定制：根據客戶需求，協調各部門提供個性化服務，如特別餐飲安排、活動策劃等。

3. 銷售推廣：制定并實施銷售計劃，參與商務談判，爭取更多的預訂和團體業(yè)務。

4. 市場研究：跟蹤行業(yè)趨勢，分析競爭對手策略，為酒店發(fā)展提供建議。

5. 問題解決：處理客戶投訴，及時解決客戶遇到的問題，確?？蛻魸M意度。

6. 團隊協作：與各部門經理溝通協調，確保服務質量，共同提升客戶體驗。

7. 數據分析：利用crm系統(tǒng)分析客戶行為，為優(yōu)化服務和提升業(yè)績提供數據支持。

酒店客戶經理的工作是多維度的，既需要關注細節(jié)，又要有全局觀，以實現客戶滿意度、業(yè)務增長和品牌聲譽的同步提升。這一角色需要不斷適應市場變化，以創(chuàng)新的方式提升客戶價值，推動酒店業(yè)務的持續(xù)成功。

酒店客戶經理崗位職責范文

第1篇 酒店客戶經理崗位職責

hotel account manager 酒店客戶經理 驛舒達酒店預訂服務(上海)有限公司 驛舒達酒店預訂服務(上海)有限公司,hrs,驛舒達 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