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1、WUZHOU INTERNATIONAL HOTELVIP RECEPTION PROCEDURE五洲国际大酒店VIP 接待程序2011年 5月26日目 录1、The Grade of VIP and Reception Procedure.3VIP等级划分及接待流程2、VIP Reception Procedure of Marketing Department.4-5销售部VIP接待程序3、VIP Reception Procedure of Front desk.5-6前厅部VIP接待程序4、VIP Reception Procedure of Housekeeping Departme
2、nt.6-9客务部VIP接待程序5、VIP Reception Procedure of Food &Beverage Department9-13餐饮部VIP接待程序6、VIP Meeting Reception Procedure .13-17VIP会议接待程序7、VIP Reception Procedure of Security Department17-18 安保部VIP客人安全保卫程序一、VIP等级划分及接待流程：VIP class division and reception procedure:1、五洲国际大酒店VIP划分四级WuZhou International Hote
3、l VIP is divided into 4 classes.A级：党和国家领导人，外国首相、总统、元首、总理、议长等。Party Country leader ,foreign Prime Minister,President,PremierReeve,etc.B级：我国及外国的各部部长，世界著名大公司的董事长或总经理及各省、市、自治区负责官员；Our country foreign minister ,global fanous conpany board president or the govener of province ,city and autonomous region;C
4、级：各省、市的党政官员；旅游部门、文化艺术、新闻、体育等界的负责人或著名人士；the govener of province city;responsible persons or famous persons of touring deparment ,culture art,the press circles,sports ,etc.D级：各地星级饭店的总经理；国内外著名公司企业及合资、外资企业的总经理；与饭店有重要协作关系的企业厂长或总经理；general manager of every place stars_hotel ;general manager of home and bo
5、ard famous corporation,joint venture conpany foreign capital company ;plant manager or general manager relevant hotel;2、VIP接待流程The course of VIP reception :1、酒店高层管理者获得信息2、酒店市场营销部掌握信息酒店各部门管理人员建议信息2、酒店各部门管理人员建议信息市场营销部汇总信息、确认，拟定接待标准、计划向酒店总经理汇报拟订接待标准、计划，向总经理、驻店经理申请市场营销部向各部门发出接待通知单各部门按照接待单要求顺利完成接待所有接待资料存
6、档、记录(1) hotels administrator acquire informations. (2)Hotel marketing deparment gets informations.Marketing Deparment collects informations,confirms,draws up reception standards plans,then reports to general manager. Marketing Deparment delevers reception sheets to every deparment. Every deparment f
7、inishes reception successfully according to reception sheets. All reception files need to place on file and record.二、销售部VIP接待程序M.S VIP reception Procedure1、掌握详细的VIP到店情况To get VIP detailed arrival informations销售人员接到VIP客人预订信息，要详细了解VIP客人基本情况、到店时间、用餐、会议情况、接待规格及外貌特征等内容。When sales persons receive the rese
8、rvations of VIP guests ,they have to acquire VIPs basic informations、arrival time、dinner、meeting、reception standard appearance characters.2、通知相关部门做好VIP接待准备To inform relevant deparment of getting ready for VIP reception.2.1、根据客人要求，与前台充分沟通，确定接待安排。To communicate with front desk adequately and confirm r
9、eception arrangement according to guestsrequirement .2.2、制定VIP报告表和减免单。To draw up VIP report sheets and privilege sheets.3、做好VIP客人接待前的准备工作To make well preparation for VIP guest reception.3.1、销售部、前厅部协调配合，提前安排好房间。M.S coorperats with front desk and arrange for rooms in advance.3.2、与客务部协调按标准布置好房间。M.S coo
10、rperats with Housekeeping and dispose the rooms according to standaration.3.3、准确掌握客人抵店时间，落实好接机车辆及相关接机人员。To get the arrival time exactly ,arrange for pickingupcars and persons.4、迎接VIP客人Welcome to VIP guests4.1、根据VIP客人级别，提前15分种通知酒店相关领导出面进行接待，如需给客人留影，提前30分钟通知公关策划部。According to VIP guestsclasses,inform
11、hotel relevant leaders of reception 15 minutes in advance ,if the guests are taken pictures ,inform Public Relation Deparment 30 minutes in advance.4.2、销售部经理需出面进行接待，见面后主动问候客人，递上名片做自我介绍。The M.S manager has to recept in person ,greets guest after meeting ,delivers name card and make a selfintroduction
12、.4.3、与相关接待人员一同引领客人到房间。To lead the guests to the room with the relevant reception persons together.5、VIP客人在店期间服务Services during days that the VIP guests are in the hotel.5.1、VIP客人入住期间，销售部经理要做好VIP客人在店的全程跟踪服务，注意与接待方的协调，提前安排有关活动，及时解决临时出现的问题。During the days that the VIP guests are in the hotel ,the marke
13、ting manager arranges for all services,notes to cooperte with reception side arrange for the related activities in advance ,resolves the tempory problems in time.5.2、与大堂经理配合主动征求客人意见，对下一步接待工作做出适当调整。To cooperate with assistant manager to acquire guestsopinions,make exact adjustment for next reception.
14、6、VIP客人离店服务Services about VIP guests departure6.1、落实客人离店时间，通知各相关接待部门及人员，做好客人离店前的准备。To confirm the guests departure time ,infirm every relevant reception deparment and persons ,make preparation for guestsdeparture.6.2、通知行李部提前10分钟将VIP客人行李放在车里。To inform baggage office of putting VIP guests luggage on t
15、he cars 10 minutes in advance.6.3、销售部经理提前10分钟到房间门口，陪客人到大堂；其他酒店相关接待人员在大堂等候送别。The M.S manager come to the room gate 10 minutes in advance ,accompany with guests to the hall,other reception persons are waiting for seeing off in the hall.6.4、与客人握手道别，站立于门前直至车辆远行。To shake hands with guests to goodbye ,stand in the door until the vehicles
