What is the position of "GRO" in the hotel and what does it mean?

GRO is the abbreviation of "customer relations officer", and the hotel industry refers to the director of customer relations.

operating duty

1, to master the guest situation and catering activities of the day.

2. Participate in all kinds of front desk work. Find and report problems in work.

3. Grasp the important guests who arrive and leave the store that day, and pay a return visit to the guests.

4. Keep good communication with hotel guests, understand their likes and dislikes, and help them solve difficult problems.

5, do a good job in the daily telephone work of hotel guests, collect guest opinions and take follow-up measures in time and reflect to the superior.

6, always pay attention to listen to the opinions of the guests, timely reflect to the superior.

7, always pay attention to all kinds of problems in the reception work, timely reflect to the superior and assist in handling.

Responsibilities of the front office department

1, familiar with hotel room rate policy and reservation business;

2. Accept the room reservation business;

3. Be responsible for establishing good business relations with related companies, travel agencies and other tourism units;

4. Strengthen the contact with the reception desk, and provide the relevant information and data of room reservation to the front office manager and relevant positions and departments at the front desk in time;

5. Participate in customer prediction and provide VIP arrival information to superiors;

6. Participate in the negotiation and contract signing of the front office's external reservation business.