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1、Standard:The following procedures are set down to standardize the VIP reception, to improve the hotels image and ensure the successful fulfillment of each VIP reception.标准：为了规范酒店对VIP的接待，提高酒店形象，确保每一次接待工作都能顺利完成，特制订以下规定。Procedures:1 VIP Classification VVVIP: Leaders above Ministry level from both home
2、and abroad VVIP: Management of noted enterprises above vice G.M. level from both home and abroad VIP: Provincial or municipal government leaders, representatives of our proprietor, leaders of our Management Corporation or sister-hotels.2 Welcoming and Departing Staff VVVIP: hotel leaders; department
3、 directors and vice directors; G.R.M.; F.O.M; Security chief; Assistant Manager VVIP: hotel leaders, D.O.S&M., D.O.F&B, D.O.R.D, D.O.F.D., Executive Officer, F.O.M, G.R.M./Assistant Manager VIP: appropriate hotel leaders, department directors; Executive Officer; G.R.M./Assistant Manager3 Information
4、 Imparting Upon receiving the arrival information of VIP, the Assistant Manager should be immediately informed by the related department about the VIP, such as name, title/rank, working place, the arrival and departure date etc. According to the classification of VIP, the Assistant Manager should in
5、form the related reception staff directly. According to the needs of VIP, the main reception departments should set down all the reception procedures and schedule and inform the related departments.4 Welcoming and Reception The reception staff should be in position ten minutes in advance. Generally,
6、 the G.M. waits at the gate, the other reception staff wait in queue in the lobby. Both parties make an introduction (flowers are presented if necessary), the G.M. and VIP enter the lobby. The reception staff escort the VIP to the elevator, then the Assistant Manager escorts the VIP to his/her room
7、or the designated area by exclusive elevator. Each department should be familiar with the schedule of VIP in our hotel and fulfill its own reception task.5 VIP Farewell The Assistant Manager and the related departments should ensure the VIPs belongings and prepare the bill for him/her beforehand. Th
8、e Assistant Manager waits the VIP on VIPs floor fifteen minutes in advance and escorts him/her to the lobby by the exclusive elevator. The Assistant Manager should make sure that the VIP has not something left behind. The G.M. and the related staff wait in the lobby ten minutes in advance and farewe
9、ll VIP warmly.6 Each department should note the faults or possible improvements in attending VIPs. Each VIP visit needs to be examined for faults improvements, notes made and training given to improve VIP reception quality.程序：1 VIP的等级划分 VVVIP：国内外部级及以上贵宾。 VVIP：国内外闻名企业的副总级以上领导。 VIP：省或市级政府重要领导、业主代表、本系统
10、领导或酒店负责人。2 迎送人员 VVVIP：店级领导、A级正副职总监、来宾关系经理、前厅经理、安全主任、大堂副理。 VVIP：店级领导、营销总监、餐饮总监、房务总监、财务总监、总经理办公室主任、前厅经理、来宾关系经理/大堂副理。 VIP：相应店级领导、相应部门总监、总经理办公室主任、来宾关系经理/大堂副理。3 信息传送 所有部门接到VIP抵店的信息后，必须及时知会大堂副理，并详明VIP的姓名、职务、单位、抵离时刻等相关情况。 大堂副理依照VIP的等级，直接通知总经理办公室及相关接待人员。 要紧接待部门依照VIP的实际要求，制定VIP在店的一切接待工作和详细活动日程，并通知各相关部门。4 迎接及
11、接待工作 迎接相关人员必须提早10分钟到场迎接。 做好列队安排，一般情况下，店级领导在门口迎接，其他迎接人员在大堂列队等待。 双方做好介绍，必要时礼仪小姐献花，总经理与VIP一同步入大堂。 酒店迎接人员陪同送VIP并送至电梯门口，由大堂副理陪同VIP乘专用电梯并送至房间或指定区域。 各部门必须熟知VIP在店的日程安排，并跟催做好所辖区域的接待服务工作。5 送不工作 大堂副理与相关部门必须提早落实VIP携带物品、帐目等情况离店前的预备工作。 大堂副理提早15分钟在楼层等待并专梯送VIP到大堂。 大堂副理与相关部门确认VIP是否有遗留物品。 总经理率相关人员提早10分钟在大堂热情欢送VIP。6 各部对VIP接待工作中存在的问题进行自我总结，商讨改进措施，并做好案例分析和培训，提高酒店的接待能力。2 / 2
