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FO-FD-04 Handling In-House amenity


Standard Operating Procedure
Handling In-House amenity
Topic

客人欢迎品安排程序 Offer efficient and courtesy service for guest. 为客人提供快捷,殷勤的服务。

Intent of this document

Actions to be taken

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Print report Issue report Ensure that the requested amenities have been placed DEPARTMENT COVERED

Front Desk Reception / Club floor ×

Guest Relations F&B

Concierge

Version Last modification Owner(s)

1 Version Apr. 30, 2012 Pullman Linyi Lushang

st

STANDARD OPERATING PROCEDURE

TASKS TO BE PERFORMED
1. Analyze the arrival report and guest amenity summary report generated by Opera. 分析由 Opera 打印出来的抵达报告和客人欢迎品报告。 2. Check guest history(remarks in guest profile) for any special needs. 检查客人历史 (客人个人资料备注栏),以查是否有特殊需要。 3. Report issue 报表分发 4. To meet guest any additional requirement. 满足客人的其他需求。 5. Ensure that the requested amenities have been placed in the room prior to guest arrival. 确保各项要求的欢迎品在客人到达之前送到房间。 6. Raise the amenities requisition form for same day booking. 填好当天预定的欢迎品申请表。

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STANDARD OPERATING PROCEDURE

STEP 1 –ANALYZE 步骤 1 –分析


1

STDS

BRAND STANDARDS

SERVICE SEQUENCE
Go through each reservation and highlight the special requests or amenities. 通览每一个预定,在特殊要求处做出突出标记。

VERBIAGE/PICTURE
To ensure that all requests are attended to and that nothing is missed. 确保所有的要求都被得到注意, 并无 一遗漏。

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STANDARD OPERATING PROCEDURE

STEP 2 –CHECK GUEST HISTORY FOR ANY SPECIAL NEEDS 步骤 2 –检查是否有特殊需要


1

STDS

BRAND STANDARDS

SERVICE SEQUENCE
View the remarks in the guest profile to look for any special needs or requests during the guest’s previous stay. 查看客人的个人资料,查找在客人以前居住期间是否有特殊的需 要或要求。

VERBIAGE/PICTURE
To provide efficient service for the guest as well as to ensure that mistakes are not repeated. 为客人提供高效率的服务,并确保不 重复出错。

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STANDARD OPERATING PROCEDURE

STEP 3 –REPORT ISSUE 步骤 3 –报表分发


1.

STD S

BRAND STANDARDS
First issue:

SERVICE SEQUENCE
To complete blocking early arrival and VIP rooms, the amenities report should be passed to room service before 09:30 第一次分发报表,在每天 09:30 之前将所有的早到客人和贵宾的房间安 排好后。

VERBIAGE/PICTURE
To ensure consistency in our service and all amenities are sent promptly. To show guest we take note of his preference. To give room service enough time to prepare and deliver the amenities. 保证我们服务的持续性和确保所有的欢迎品 及时送达。 使客人感受到我们关注他们的喜好 给送餐部足够的时间准备和递送欢迎品。

Second issue: To complete blocking most of arrival rooms, the amenities report should be issued to room service before 12:00. 第二次分发报表,在每天12:00前,将大部分抵达的客人房间安排好 后。

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STANDARD OPERATING PROCEDURE

STEP 4 –RAISE THE AMENITIES REQUISITION FORM FOR SAME DAY BOOKING 步骤 4 –填好当天预定的欢迎品申请表


1

STDS

BRAND STANDARDS

SERVICE SEQUENCE
For the same day booking, fill in the details such as name, day of arrival, expected time of arrival, requests, room number which has been blocked. Pass this report to room service 对于当天的预定,将详细的内容,例如:客人姓名,抵达日期, 预计抵达时间,要求,预留的房号等。将报告交给送餐部。

VERBIAGE/PICTURE
Complete details are important as it will help the respective department to prepare for the special request. 详细填写各项是很重要的,因为这将 有助于各个部门为客人的特殊要求做 准备。

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STANDARD OPERATING PROCEDURE

STEP 5 –TO MEET GUEST ANY ADDITIONAL REQUIREMENT 步骤 5 –满足客人其他的需求


1

STDS

BRAND STANDARDS

SERVICE SEQUENCE
Confirm with concerned department regarding some special set up amenity. 与其他相关部门确认客人的其他需求得到满足。

VERBIAGE/PICTURE

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STANDARD OPERATING PROCEDURE

STEP 6 –ENSURE THAT THE REQUESTED AMENITIES HAVE BEEN PLACED IN THE ROOM PRIOR TO GUEST ARRIVAL 步骤 6 –确保客人要求的欢迎品在客人抵达之前完成


1

STDS

BRAND STANDARDS

SERVICE SEQUENCE
Telephone the respective departments to ensure that the item requested have been sent to the room. 与各个部门通电话以确保所要求的各项均送到房间内。

VERBIAGE/PICTURE
To double check again so that nothing is omitted. We will be consistent in our delivery of service. 再次检查以免有所疏漏。 对客服务要保持一致。

For VIP guest, GRO must go to the respective room and physically check to ensure that the requested amenities have been placed in the room prior to guest arrival. 亲自去VIP房间检查,确保在客人到达之前将欢迎品在房间安排 好。

CHECK LIST
INFORMATION ?? ?

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STANDARD OPERATING PROCEDURE

?? ?? PREPARATION Vip Amenity Order ? ?? EXECUTION Opera system CONTROL Assistant manager will check to ensure the proper schedule being followed by ambassadors. ? ? ?

SELF ASSESSMENT
Strongly disagree Disagree Undecided Agree Strongly agree

I know the Prepare for Handling In-House amenity Procedures. I know what I have to do to Handle In-House amenity I have done anything possible to satisfy our Guests.

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