星级酒店客务关系sop标准作业程序

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1、客务关系主任标准工作程序TRADERSHOTEL,CHANGZHOU29STANDARDOPERATIONPROCEDUREGUESTRELATIONOFFICERTaskNo.Description1.GreetingandwelcomingVIPs问候，欢迎贵宾2.EscortingandregisteringVIPs房间引领，贵宾登记3.Courtesycalls问候电话4.Departurecallsandlatecheckoutrequests离店问候电话，延迟退房要求5.Onwardroomreservation处理预定6

2、.Handlingexpressdepartures特快结账7.Conductingshowroom引领房间展示8.Receivingguestcompliments接受客人称赞9.Performancemonitor宾客意见调查10.Requestfordoctorbyphone电话要求医生服务11.Longstayingguestprogram常住客计划12.Guestbirthday客人生日13.Guestpreferencecard客人喜好卡14.Howtohandleguestcomplaint处理客人投诉TRADERSFU

3、DUHOTEL,CHANGZHOUSTANDARDOPERATIONPROCEDURE29DEPARTMENT:FrontOfficeJOBTITLE:GuestRelationOfficerTASKNO:FD-GR1.1TASK:GreetingandWelcomingVIPs(Page1of3)问候，欢迎贵宾EQUIPMENTREQUIRED:RoomKeys,VIPArrivalList,WelcomeFolderWHATTODOHOWTODOWHY1.CoordinatewithairportandConcierge.与机场和

4、礼宾部协调2.Standbyinthelobby10minutespriortoguestarrivalinformedbyconcierge.提前十分钟在大堂等候3.EnsureGSA-Conciergeisonhandtoassistwithguest’sluggage.行李员服务行李4.Greetguestuponarrivalinthedriveway.欢迎客人Verifytimeofarrivalofguest.Obtaincarregistrationandtypeoftransportation.IfHorizonClu

5、bguest,informpursersofarrival.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.Havethewelcomefolderinhand.¨RegistrationCard¨RoomKey¨Pen¨Welcomebooklet¨Messages准备好欢迎夹：登记卡；房间钥匙；笔；欢迎册；留言等。InformGSA-Conciergewhoistheguest,whichroomNo.wasassigned.通知行李员客人姓名和房号。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.确保在正门车道迎接客人，表现我们对客人的尊重。Towelcomeguestspromptlyandappropriatelyonarrival.及时有效的迎接客人。Toprovideefficientservice.提供有效服务SLIMStandard集团标准PREPARED

8、BY:ChristinaDingAPPROVEDBY:Mr.Charles.CableDESIGNATION:FOMSIGNATURE/DATEDESIGNATION:GMSIGNATURE/DATETRADERSFUD