In 2013, I was work in a high-top hotel that locates in Hangzhou National Xixi wetland Park as customer relationship officer (CRO). I was in that position for a half of year, and then I decided to come to the United States. Here I want to talk about this job.
In general, a customer relationship officer works at the Customer Relations department to assist with the needs of customers by responding to the concerns and feedback of customers. My main duty is that, I found any problems and concerns from customers and communicated with other departments in that hotel, and sometimes conduct investigations by collecting their information via telephone calls. More specifically, I was deal with complaints and orders, answer questions about services. …show more content…
Sometimes, I might attempt to solve the problems or at least make a few solutions. Moreover, sometimes I might also be authorized to send customers their replacement rooms and services. I would show the role function like gatekeepers, getting information on the problem and passing it along to someone else who could solve it. I have to make sure first that the complaints made are valid and must do whatever I can--within my authority--to ensure the customers are satisfied when he or she hangs up the phone. For instance, I might assist customers in opening booking system or help them to resolve a problem if they cannot access they bookings in their account, and then transfer the problem to housekeeping department and Front Office department.
Assisting in Sales
Selling the company’s products and services may be part of my job, such as selling moon cake before Mid-Autumn Festival or recommending our rooms for a walking-in customer, even though I may not be a part of the sales department. Sometimes I can provide information about our product and service to help customers make decisions. Also, Customer relationship officer may help generate sales leads. For instance, after addressing a customer’s inquiry, I might attempt to sell them with new options, like room upgrades.
Clerical
In general, a customer relationship officer works at the Customer Relations department to assist with the needs of customers by responding to the concerns and feedback of customers. My main duty is that, I found any problems and concerns from customers and communicated with other departments in that hotel, and sometimes conduct investigations by collecting their information via telephone calls. More specifically, I was deal with complaints and orders, answer questions about services. …show more content…
Sometimes, I might attempt to solve the problems or at least make a few solutions. Moreover, sometimes I might also be authorized to send customers their replacement rooms and services. I would show the role function like gatekeepers, getting information on the problem and passing it along to someone else who could solve it. I have to make sure first that the complaints made are valid and must do whatever I can--within my authority--to ensure the customers are satisfied when he or she hangs up the phone. For instance, I might assist customers in opening booking system or help them to resolve a problem if they cannot access they bookings in their account, and then transfer the problem to housekeeping department and Front Office department.
Assisting in Sales
Selling the company’s products and services may be part of my job, such as selling moon cake before Mid-Autumn Festival or recommending our rooms for a walking-in customer, even though I may not be a part of the sales department. Sometimes I can provide information about our product and service to help customers make decisions. Also, Customer relationship officer may help generate sales leads. For instance, after addressing a customer’s inquiry, I might attempt to sell them with new options, like room upgrades.
Clerical