星级酒店客务关系sop标准作业程序.docVIP

客务关系主任 标准工作程序 TRADERS HOTEL, CHANGZHOU STANDARD OPERATION PROCEDUREGUEST RELATION OFFICER Task No. Description Greeting and welcoming VIPs 问候，欢迎贵宾 Escorting and registering VIPs 房间引领，贵宾登记 Courtesy calls 问候电话 Departure calls and late check out requests 离店问候电话，延迟退房要求 Onward room reservation 处理预定 Handling express departures 特快结账 Conducting showroom 引领房间展示 Receiving guest compliments 接受客人称赞 Performance monitor 宾客意见调查 Request for doctor by phone 电话要求医生服务 Long staying guest program 常住客计划 Guest birthday 客人生日 Guest preference card 客人喜好卡 How to handle guest complaint 处理客人投诉 TRADERS FUDU HOTEL, CHANGZHOU STANDARD OPERATION PROCEDURE DEPARTMENT: Front Office JOB TITLE: Guest Relation Officer TASK NO:FD-GR 1.1 TASK: Greeting and Welcoming VIPs (Page 1 of 3) 问候，欢迎贵宾 EQUIPMENT REQUIRED: Room Keys, VIP Arrival List, Welcome Folder WHAT TO DO HOW TO DO WHY 1. Coordinate with airport and Concierge. 与机场和礼宾部协调 2. Standby in the lobby 10 minutes prior to guest arrival informed by concierge. 提前十分钟在大堂等候 3. Ensure GSA-Concierge is on hand to assist with guest’s luggage. 行李员服务行李 4. Greet guest upon arrival in the driveway. 欢迎客人 Verify time of arrival of guest. Obtain car registration and type of transportation. If Horizon Club guest, inform pursers of arrival. 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。 Have the welcome folder in hand. Registration Card Room Key Pen Welcome booklet Messages 准备好欢迎夹：登记卡；房间钥匙；笔；欢迎册；留言等。 Inform GSA-Concierge who is the guest, which room No. was assigned. 通知行李员客人姓名和房号。 Smile and remain eye contact when the guest arrive. Say: Ni Hao, Mr./Mrs. XX, Welcome to Traders Fudu Hotel. Changzhou (If return guest, say: Welcome Back) Shake hand firmly.(If there’s NO against to guest’s traditional habit.) Introduce yourself: Say: My name is Ann, I am Guest Relation Officer, I will show you up to your room and register for you in the room.” If GM, RM or other managers are around, do in