酒店客滿服務(wù)程序（中英版）

　　Objective 目的

　　xto arrange the relocation in a tactful and efficient manner so that guest will not have any negative feelings.

　　重新安排一個(gè)得體、有效的方式以防止客人產(chǎn)生任何不良感受。

　　xthe guestroom accounts is charged appropriately according to guidelines so that there is no dispute.

　　根據(jù)規(guī)章適當(dāng)?shù)氖杖》抠M(fèi)以防爭(zhēng)議。

　　PolicyStatement

　　政策闡述

　　*It is the hotel’s policy that during a full house situation, guests with confirmed reservations will be relocated to a property from similar standard and similar facilities and services.

　　酒店的政策是在客滿時(shí)，實(shí)現(xiàn)已經(jīng)得到預(yù)定的客人將被安排到。合理的標(biāo)準(zhǔn)、設(shè)施、服務(wù)相近的酒店。

　　*Relocated guests will be sent and picked up from the other hotel on the next available day with complimentary limousine service.

　　被重新安置的客人將在第二個(gè)有效日，由豪華轎車接送。

　　Procedures – Full House

　　程序——客滿

　　1.When the hotel is e*pected to be full house, the Assistant Manager has to pre block all guaranteed reservation and VIP reservations to avoid a no-room situation upon their arrival.

　　當(dāng)酒店已經(jīng)被預(yù)期到會(huì)客滿，經(jīng)理助理將不得不停止其他包括重要客人的預(yù)定，從而避免無(wú)房情況的發(fā)生。

　　2.The General Manager and the Director of Sales & Marketing will make a decision right after the Morning Briefing which reservations will be cancelled.

　　在晨會(huì)后，總經(jīng)理及銷售總監(jiān)將做出取消那一個(gè)預(yù)定的決定。

　　3.All non-guaranteed reservations without e*pected arrival time are singled out and released by 1800hrs if the guest did not arrive.

　　如果客人沒(méi)有抵店，所有沒(méi)有保證的預(yù)定（沒(méi)有確切的預(yù)定到達(dá)時(shí)間的）預(yù)定都將被挑選出來(lái)并保留到1800小時(shí)。

　　4.To liase closely with Housekeeping Department on any new made up rooms and to page for the Housekeeper whenever necessary if any rooms need to be cleaned immediately.

　　如果任何房間需要立即清潔，立即通知客房部整理房間，客房部員工在任何需要時(shí)為其編號(hào)。

　　5.To monitor Due Outs and Room Status Discrepancy to ensure clean rooms are available for arrivals.

　　密切注意離店情況與房態(tài)的差異，確保為抵達(dá)準(zhǔn)備足夠的凈房。

　　6.Attempt to up-sell the best categories of rooms available at the best possible rates.

　　盡可能把高等級(jí)房間的價(jià)格賣(mài)到最高。

　　7.The day before the e*pected full-house, all FIT guests departing on that day should be contacted directly, or a message left asking if they wish to extend their stay to avoid any une*pected on-day extensions.

　　預(yù)計(jì)會(huì)客滿的頭一天，應(yīng)直接和國(guó)外個(gè)人旅行者直接聯(lián)系，或者留便條詢問(wèn)是否期望延遲離店，以避免任何不期望的延期。

　　Procedures - Guest Relocation

　　程序——客人的再安置

　　1.Identify the guests that need to be relocated prior to arrival. Usually guests on FIT status and guests without arrival time on first visit will be identified to be relocated.

　　提前確定需要重新安排的客人，通常國(guó)外個(gè)人旅行者和沒(méi)有準(zhǔn)確到達(dá)時(shí)間且第一次到達(dá)的客人將被重新安排。

　　2.Contact the hotel, which is predetermined as comparable to ( Hotel Name ), to arrange for the relocation.

　　聯(lián)系與××酒店相當(dāng)?shù)木频辏园才畔嚓P(guān)事宜。

　　3.Discuss to establish:

　　需要討論：

　　a) The Room Rate and Room Type

　　房間價(jià)格和類型

　　b) Guest Name

　　客人姓名

　　c)The duration of stay

　　持續(xù)時(shí)間

　　d)The billing instruction and settlement modes.

　　帳單指導(dǎo)及解決模式

　　u The hotel will pay for the difference of the room rate if the actual room rate e*ceeds the confirmed room rate.

　　如果實(shí)際房間價(jià)格超出已經(jīng)確定的房間價(jià)格，酒店將支付不同的價(jià)格。

　　u Room Charges for guest on travel agent payment usually is billed to the hotel. The room charges has to be posted in the computer system under Permanent Folio- Guest Relocation. Ensure to collect the Travel Agent Voucher.

　　旅行社支付客人房費(fèi)給酒店。房費(fèi)信息將被輸入計(jì)算機(jī)系統(tǒng)的“永久客戶安排變更記錄”中。

　　u Zerorise the Permanent Folio by city ledger at the end of guest stay.

　　在客人離店時(shí)取消客人永久分類帳戶記錄。

　　4. Confirm the above discussion with a fa*

　　用傳真確認(rèn)以上義項(xiàng)。

　　5. -If the identified guest to be relocated arrives, the Assistant Manager or GRO has to personally attend to the guest.

　　如果需要重新安排客人抵達(dá)，經(jīng)理助手或公共關(guān)系主任應(yīng)親自關(guān)照客人。

　　6. Extend apology to the guest and inform him the reason and the alternative that has been planed.

　　向客人表達(dá)更進(jìn)一步的歉意、解釋其原因并提供已經(jīng)計(jì)劃好的方案讓其選擇。

　　7. The matter must be dealt with care and tact to ensure customer satisfactions.

　　所有經(jīng)處理的時(shí)間都必須保證顧客滿意。

　　8. Arrange the limousine to transfer the guest as soon as possible together with one member of the Front Desk who will assist the guest in completing theRegistration process in the other hotel.

　　盡可能安排豪華轎車接送客人，并由前廳部成員陪同專門(mén)，協(xié)助客人在其他酒店重新登記。

　　9. Arrange pick up service for the next day if guest is willing to return to the hotel – make sure the guest is pre-registered so he only has to sign his name.

　　如果客人愿意在第二天回到酒店，則安排轎車接。并確保客人已經(jīng)提前再登記以便其只用簽名就可入住。

　　10. Inform the PAB* of the relocation as well as the Business Centre for any incoming calls and fa*es.

　　通知自動(dòng)交換機(jī)重新安排，同時(shí)通知商務(wù)中心接收電話和傳真。

　　11. Fill up a Guest Relocation Form detailing the following information:

　　為客人填寫(xiě)再登記表格，細(xì)節(jié)如下：

　　a)Guest name

　　客人名稱

　　b)Company name

　　公司名稱

　　c)Duration of stay

　　住宿時(shí)間

　　d)Confirmed room type and room rate

　　房型和房?jī)r(jià)

　　e)Reason for relocation

　　再登記原因

　　f)Hotel relocated

　　酒店重新安排

　　g)Relocated room type and room rate

　　重新安排的房型和房?jī)r(jià)

　　h)Billing instructions

　　價(jià)格說(shuō)明

　　i)Document attached

　　相關(guān)文件

　　j)Complimentary limousine delivery and pick up time

　　免費(fèi)豪華轎車接送時(shí)間

　　12. Forward the Guest Relocation Report to the Front Office Manager for review.

　　客人再登記報(bào)告轉(zhuǎn)呈給前廳部經(jīng)理檢查。

　　13. The Front Office Manager then sends a copy of the report to Finance Department for processing of any settlement.

　　前廳部經(jīng)理復(fù)印該文件給

財(cái)務(wù)部處理相關(guān)預(yù)算。

　　14.-If the guests decides to return to the hotel, the guest should be puton VIP status and a remark should be left in the system

　　如果客人決定返回酒店，該客人應(yīng)該得到VIP待遇，起相關(guān)資料在系統(tǒng)中保存。

　　15.An upgrade – if possible – can be offered by the Director of Sales &

　　Marketing and the Sales E*ecutive in charge of the account has to be notified so she can contact the company

　　如有可能，銷售總監(jiān)將提供升級(jí)，銷售代表負(fù)責(zé)已經(jīng)發(fā)出的帳目，以便能聯(lián)系該公司。

　　16. The GRO will escort the guest to his room

　　公共關(guān)系主任將陪同客人至房間。

　　GUEST RELOCATION REPORT

　　賓客重置表

　　Guest name

　　客人名字

　　Company name公司名字

　　Check in date

　　入住時(shí)間

　　Check out date

　　離店時(shí)間

　　Relocated to

　　重新安排的地點(diǎn)

　　Room type

　　房型

　　Room rate

　　房號(hào)

篇2：物業(yè)管理顧客滿意服務(wù)態(tài)度四個(gè)方面

　　物業(yè)管理顧客滿意服務(wù)態(tài)度四個(gè)方面

　　物業(yè)管理是一項(xiàng)以服務(wù)為本質(zhì)，以管理體現(xiàn)服務(wù)的工作。作為業(yè)主和客戶，誰(shuí)都享受貨真價(jià)實(shí)的優(yōu)質(zhì)服務(wù)。從而使顧客滿意就要體現(xiàn)在服務(wù)態(tài)度方面主要體現(xiàn)在以下幾個(gè)方面。

　　服務(wù)態(tài)度----熱情

　　服務(wù)中要一切從"以人為本"這個(gè)基本原則出發(fā)，首先要有做到為業(yè)主、客戶熱情服務(wù)，做到文明禮貌、語(yǔ)言規(guī)范、談吐文雅、尊時(shí)守約、衣冠整潔、動(dòng)作雅觀、稱呼得當(dāng)。

　　服務(wù)項(xiàng)目----齊全

　　在做好物業(yè)管理綜合服務(wù)所包含的必要內(nèi)容之外，物業(yè)管理公司還應(yīng)努力開(kāi)展服務(wù)的深度和廣度，使業(yè)主、客戶享受到盡善盡美的服務(wù)。

　　服務(wù)方式----靈活

　　物業(yè)管理除了做到規(guī)范管理、依法管理外，還應(yīng)設(shè)身處地地為業(yè)主著想，努力為業(yè)主、客戶提供各種靈活的服務(wù)方式，盡可能在辦事手續(xù)、服務(wù)范圍等方面給業(yè)主、客戶提供方便。

　　服務(wù)效率----快速

　　服務(wù)效率是向業(yè)主、客戶提供服務(wù)的時(shí)限，管理公司應(yīng)盡量提供高員工素質(zhì)，減少工作環(huán)節(jié)，縮短辦事時(shí)間，提高服務(wù)效率。

　　以上幾點(diǎn)達(dá)到標(biāo)準(zhǔn)，才能使業(yè)主滿意予物業(yè)。我們要在平時(shí)的工作中加大對(duì)業(yè)主的服務(wù)意識(shí)，使業(yè)主認(rèn)同物業(yè)、信賴物業(yè)。