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1、客務(wù)關(guān)系主任標(biāo)準(zhǔn)工作程序TRADERSHOTEL,CHANGZHOU29STANDARDOPERATIONPROCEDUREGUESTRELATIONOFFICERTaskNo.Description1.GreetingandwelcomingVIPs問候，歡迎貴賓2.EscortingandregisteringVIPs房間引領(lǐng)，貴賓登記3.Courtesycalls問候電話4.Departurecallsandlatecheckoutrequests離店問候電話，延遲退房要求5.Onwardroomreservation處理預(yù)定6
2、.Handlingexpressdepartures特快結(jié)賬7.Conductingshowroom引領(lǐng)房間展示8.Receivingguestcompliments接受客人稱贊9.Performancemonitor賓客意見調(diào)查10.Requestfordoctorbyphone電話要求醫(yī)生服務(wù)11.Longstayingguestprogram常住客計劃12.Guestbirthday客人生日13.Guestpreferencecard客人喜好卡14.Howtohandleguestcomplaint處理客人投訴TRADERSFU
3、DUHOTEL,CHANGZHOUSTANDARDOPERATIONPROCEDURE29DEPARTMENT:FrontOfficeJOBTITLE:GuestRelationOfficerTASKNO:FD-GR1.1TASK:GreetingandWelcomingVIPs(Page1of3)問候，歡迎貴賓EQUIPMENTREQUIRED:RoomKeys,VIPArrivalList,WelcomeFolderWHATTODOHOWTODOWHY1.CoordinatewithairportandConcierge.與機(jī)場和
4、禮賓部協(xié)調(diào)2.Standbyinthelobby10minutespriortoguestarrivalinformedbyconcierge.提前十分鐘在大堂等候3.EnsureGSA-Conciergeisonhandtoassistwithguest’sluggage.行李員服務(wù)行李4.Greetguestuponarrivalinthedriveway.歡迎客人Verifytimeofarrivalofguest.Obtaincarregistrationandtypeoftransportation.IfHorizonClu
5、bguest,informpursersofarrival.確認(rèn)抵達(dá)時間，如有接機(jī)，獲得車型和車號如果是豪華閣客人，通知豪華閣客人到達(dá)時間.Havethewelcomefolderinhand.¨RegistrationCard¨RoomKey¨Pen¨Welcomebooklet¨Messages準(zhǔn)備好歡迎夾：登記卡；房間鑰匙；筆；歡迎冊；留言等。InformGSA-Conciergewhoistheguest,whichroomNo.wasassigned.通知行李員客人姓名和房號。Smileandremaineyecontact
6、whentheguestarrive.Say:NiHao,Mr./Mrs.XX,WelcometoTradersFuduHotel.Changzhou(Ifreturnguest,say:WelcomeBack)Shakehandfirmly.(Ifthere’sNOagainsttoguest’straditionalhabit.)Introduceyourself:Say:MynameisAnn,IamGuestRelationOfficer,Iwillshowyouuptoyourroomandregisterforyouint
7、heroom.”IfGM,RMorothermanagersarearound,dointroducebysaying,ByensuringthatguestismetupfromthedrivewaywillshowourRespecttowardguests.確保在正門車道迎接客人，表現(xiàn)我們對客人的尊重。Towelcomeguestspromptlyandappropriatelyonarrival.及時有效的迎接客人。Toprovideefficientservice.提供有效服務(wù)SLIMStandard集團(tuán)標(biāo)準(zhǔn)PREPARED
8、BY:ChristinaDingAPPROVEDBY:Mr.Charles.CableDESIGNATION:FOMSIGNATURE/DATEDESIGNATION:GMSIGNATURE/DATETRADERSFUD
