1, providing efficient and high-quality services, especially for VIP guests.

2. Responsible for the related services of VIP guests to ensure their satisfaction.

We should sincerely welcome every VIP guest and try our best to do this for repeat customers.

4. Issue birthday cards to repeat customers or hotel guests.

5. Make corresponding decisions on related services, and have the responsibility to cooperate with relevant departments and follow up to ensure customer satisfaction.

6. When dealing with guest complaints, we should use skills to avoid the deterioration of the problem in an appropriate way, and keep in touch with the guests to maintain a good relationship between the hotel and the guests.

7. Be good at listening to the boss's opinions and suggestions when encountering problems and special requirements of guests.

8. Work closely with all departments, be familiar with relevant knowledge and information, and further meet the needs of VIP guests.

9. Before the guests arrive at the store, cooperate with the assistant manager of the lobby and the assistant manager of the front office, and the front office manager will arrange the guests and check them before they arrive.

10, welcome the distinguished guests and escort them to the room for registration.

1 1. Send guests away when they leave the store and help them check out at the cashier.

12. Give the guests polite telephone greetings every day and feed back the relevant information to the front office manager.

13. For some big complaints, especially those from VIP guests, the management should be informed immediately.

14. Before the guests arrive at the hotel, they should coordinate with the Food and Beverage Department, the Concierge Department and the Butler Department to ensure that the gifts are prepared according to hotel regulations or guests' requirements.

15. cooperate with the front office when necessary.

16, entertain guests when necessary.

17, responsible for doing some unexpected special services.

18, in addition to the implementation of the hotel's various rules and regulations, but also seriously implement the work requirements of the hotel and the boss.

19, and do all the work with great enthusiasm.

Extended data:

Communication skills of customer relations specialist;

To establish a good relationship with guests, we must have a correct understanding of the guests, correctly understand the relationship between hotel employees and guests, and master the psychology and communication skills of guests. First of all, we should correctly understand the guests, who are "recipients of services" and "objects of services". Can't turn guests into other objects, such as:

1, the guest is not the object of comment.

2. The guest is not the object of competition.

3. The guest is not the object of "reasoning" (the reasoning here is that when the guest is dissatisfied, don't defend himself or the hotel, but apologize immediately).

4. The guest is not the object of "lesson" and "transformation". When communicating with the guest, you should master the communication skills with the guest, including:

1, pay attention to "psychological service" for guests.

Be polite to the guests, but also be "modest" and "attentive".

3. Treat guests with an understanding attitude.

4. Say "negative" words "positive" instead of saying "no" to the guests.

5. deny yourself and don't deny the guests.

6. Do what you like and avoid what you don't like.