《星级酒店客务关系sop标准作业程序》由会员分享，可在线阅读，更多相关《星级酒店客务关系sop标准作业程序（29页珍藏版）》请在金锄头文库上搜索。
1、客务关系主任标准工作程序TRADERS HOTEL, CHANGZHOUSTANDARD OPERATION PROCEDUREGUEST RELATION OFFICERTask No. Description1. Greeting and welcoming VIPs 问候，欢迎贵宾2. Escorting and registering VIPs 房间引领，贵宾登记3. Courtesy calls 问候电话4. Departure calls and late check out requests 离店问候电话，延迟退房要求5. Onward room reservation 处理预定
2、6. Handling express departures 特快结账7. Conducting showroom 引领房间展示8. Receiving guest compliments 接受客人称赞9. Performance monitor 宾客意见调查10. Request for doctor by phone 电话要求医生服务11. Long staying guest program 常住客计划12. Guest birthday 客人生日13. Guest preference card 客人喜好卡14. How to handle guest complaint 处理客人投诉
3、TRADERS FUDU HOTEL, CHANGZHOUSTANDARD OPERATION PROCEDUREDEPARTMENT: Front OfficeJOB TITLE: Guest Relation OfficerTASK NO:FD-GR 1.1TASK: Greeting and Welcoming VIPs (Page 1 of 3) 问候，欢迎贵宾EQUIPMENT REQUIRED: Room Keys, VIP Arrival List, Welcome FolderWHAT TO DOHOW TO DOWHY1. Coordinate with airport an
4、dConcierge.与机场和礼宾部协调2. Standby in the lobby 10 minutes prior to guest arrival informed by concierge.提前十分钟在大堂等候3. Ensure GSA-Concierge is onhand to assist with guests luggage.行李员服务行李4. Greet guest upon arrival in the driveway.欢迎客人Verify time of arrival of guest.Obtain car registration and type of tra
5、nsportation.If Horizon Club guest, inform pursers of arrival. 确认抵达时间，如有接机，获得车型和车号如果是豪华阁客人，通知豪华阁客人到达时间。Have the welcome folder in hand. Registration Card Room Key Pen Welcome booklet Messages准备好欢迎夹：登记卡；房间钥匙；笔；欢迎册；留言等。Inform GSA-Concierge who isthe guest, which room No. wasassigned.通知行李员客人姓名和房号。Smile
6、and remain eye contact when the guest arrive. Say: Ni Hao, Mr./Mrs. XX,Welcome to Traders Fudu Hotel. Changzhou (If return guest, say: Welcome Back) Shake hand firmly.(If theres NO against to guests traditional habit.)Introduce yourself:Say: My name is Ann, I am Guest Relation Officer, I willshow yo
7、u up to your room and register for you in the room.”If GM, RM or other managersare around, do introduce by saying,By ensuring that guest is met upfrom the driveway will show our Respect toward guests.确保在正门车道迎接客人，表现我们对客人的尊重。To welcome guests promptly andappropriately on arrival.及时有效的迎接客人。To provide e
8、fficient service.提供有效服务SLIM Standard集团标准PREPARED BY: Christina DingAPPROVED BY: Mr. Charles. Cable DESIGNATION: FOMSIGNATURE/DATEDESIGNATION: GMSIGNATURE/DATETRADERS FUDU HOTEL, CHANGZHOUSTANDARD OPERATION PROCEDUREDEPARTMENT: Front OfficeJOB TITLE: Guest Relation OfficerTASK NO:FD-GR 1.1TASK: Greet
9、ing and Welcoming VIPs (Page 2 of 3) 问候，欢迎贵宾EQUIPMENT REQUIRED: Room Keys, VIP Arrival List, Welcome FolderWHAT TO DOHOW TO DOWHY5. Offer to explain room features.提出介绍房间6. Offer further assistance and follow through.提供额外帮助May I introduce our GeneralManager Mr. Cable to you. Mr. Cable, this is Mr. XX
10、, the General Manager from XX Company.等客人到达时，微笑并保持目光接触来迎接客人。介绍自己，告知将送客人去房间登记。如果总经理或其他经理在场迎接客人，向客人作介绍。 Switches by bedside and temperature control Use of Voice mail Explain TV/Radio channels Tea/Coffee making facilities Open refrigerator, briefly inform the mini bar Show the safe, demonstrate its use
11、 Try to concise your introduce.灯开关，空调开关；留言功能使用；电视频道；咖啡茶用具；房间酒水；房间保险箱 介绍应简单明了。Say, “We have several restaurantsoffer dinner (i.g.), such asChinese restaurants, Coffee Garden, would you like Ibook a seat for you?”Say: We have 24 hours laundryservice, would you prefer pressing your suits?Say: Do you ha
12、ve air ticket need to be reconfirmed. Please leave it to me. Ill follow up and send back to you.Ensure the highest standardof services are provided in theguest contact points.确保每次同客人接触时提供高标准的服务To provide more personalized service.提供更多个性化服务To WOW the Guest.使客人喜出望外To delivery of warm and natural servi
13、ce. Do more for our customer.为客人做得更多PREPARED BY: Christina DingAPPROVED BY: Mr. Charles. Cable DESIGNATION: FOMSIGNATURE/DATEDESIGNATION: GMSIGNATURE/DATETRADERS FUDU HOTEL, CHANGZHOUSTANDARD OPERATION PROCEDUREDEPARTMENT: Front OfficeJOB TITLE: Guest Relation OfficerTASK NO:FD-GRO 1.1TASK: Greeting and Welcoming Guest (Page 3 of 3) 问候，欢迎贵宾EQUIPMENT REQUIRED: Room Keys, VIP Arrival List, Welcome FolderWHAT TO DOHOW TO DOWHY7. Wish the guest.祝客人入住愉快Note:- All VIP guests with flight
