酒店客户经理岗位职责

岗位职责是什么

酒店客户经理是酒店业务的核心角色，主要负责维护和建立与客户之间的良好关系，以提升客户满意度和忠诚度，促进酒店业务的稳定增长。

岗位职责要求

1. 拥有出色的沟通技巧，能够有效理解并满足客户需求。

2. 具备良好的商业意识，能识别和把握商业机会。

3. 熟悉酒店行业，了解市场动态和竞争对手情况。

4. 具备一定的项目管理能力，能协调各部门资源以达成目标。

5. 有较强的问题解决能力和危机应对策略。

6. 能够在压力下保持专业，始终保持以客户为中心的服务理念。

岗位职责描述

酒店客户经理的角色不仅限于销售，更是关于建立长期的客户伙伴关系。他们需要通过定期的沟通和互动，了解客户的喜好和期望，提供个性化的服务。在处理客户投诉时，客户经理需展现出高超的谈判技巧，快速解决问题，确保客户满意度。此外，他们还需要分析客户数据，以优化服务流程，提高客户回头率。

在业务拓展方面，客户经理需主动发掘新的潜在客户，制定并执行有效的市场营销策略。他们需要与酒店各部门紧密合作，从预订到入住，再到离店后的跟进，确保整个客户体验的一致性和优质性。

有哪些内容

1. 客户关系管理：维护现有客户数据库，定期更新客户信息，进行客户满意度调查。

2. 服务定制：根据客户需求，协调各部门提供个性化服务，如特别餐饮安排、活动策划等。

3. 销售推广：制定并实施销售计划，参与商务谈判，争取更多的预订和团体业务。

4. 市场研究：跟踪行业趋势，分析竞争对手策略，为酒店发展提供建议。

5. 问题解决：处理客户投诉，及时解决客户遇到的问题，确保客户满意度。

6. 团队协作：与各部门经理沟通协调，确保服务质量，共同提升客户体验。

7. 数据分析：利用crm系统分析客户行为，为优化服务和提升业绩提供数据支持。

酒店客户经理的工作是多维度的，既需要关注细节，又要有全局观，以实现客户满意度、业务增长和品牌声誉的同步提升。这一角色需要不断适应市场变化，以创新的方式提升客户价值，推动酒店业务的持续成功。

酒店客户经理岗位职责范文

第1篇 酒店客户经理岗位职责

hotel account manager 酒店客户经理 驿舒达酒店预订服务(上海)有限公司 驿舒达酒店预订服务(上海)有限公司,hrs,驿舒达 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