FD-SOP-016-welcoming a guest.docVIP

前台FRONT DESK 部门/区域：DEPARTMENT/ AREA: FD 接待处FD reception 服务内容/工作职责：SERVICE/ TASK: FD-SOP-016 欢迎走进酒店的每一位宾客 welcoming a guest / ENTERING THE HOTEL 标准：STANDARD: 确保能认出宾客并以热情而亲切的态度欢迎宾客光临。To ensure that the guest is acknowledged at all times and welcomed in a warm and friendly manner. 宾客期望Guest expectation 工作职责What to do? 工作标准Standard of Performance 受到高素质员工迅速而高效的欢迎和接待。To be welcomed and checked in promptly and efficiently by knowledgeable personnel. 欢迎宾客Welcome the guest 前台24小时要有员工 There is a member of staff at the desk at all times 核查VIP的预定 Check the arrivals list for VIPs 使光顾酒店的宾客受到关注和照顾Welcome the guest to the hotel with care and attention 三米之内与宾客微笑打招呼并与其目光交流十秒钟 Greet the guest with a smile and eye contact within 10 seconds /3m of entering “Good morning, Mr X, welcome to Le Meridien” 如果你正在接待另一位宾客，你应向这位宾客问好然后说，“先生，请您稍等。”If you are dealing with another guest, acknowledge and say, “I will be with you shortly, sir”. 为宾客开门 Hold the door open for guest 指引宾客停车并帮其拎行李 Offer the guest parking and assistance with luggage 为宾客指明接待处位置及路线 Show the guest the way to the reception 可适当地与宾客友好的交谈 Engage in friendly conversation if appropriate. 如果你认识这位宾客，至少两次以姓命称呼Use name at least twice if guest is known to you 员工应熟悉酒店及餐厅信息Staff should have a good knowledge about the hotel and the restaurant 如果需要，引领宾客参观酒店Assist guests, if needed show around of the hotel 给宾客所需的详尽信息 Give all and proper details to guest when needed 热情而不是随便的与客人交流 Exercise a warm yet not familiar approach 跟进宾客可能的其他咨询 Follow up if needed for any future reference 微笑感谢宾客选择入住本酒店Thank the guest for choosing to stay at the hotel with a smile