ASSM-0012 Assigning VIP Rooms_ Checking VIP Room sand Amenities.doc

Task: ASSIGNING VIP ROOMS CHECKING VIP ROOMS AND AMENITIES Page  PAGE 8 of  NUMPAGES 8 STANDARD OPERATING PROCEDURE 标 准 工 作 程 序ASSIGNING VIP ROOMS CHECKING VIP ROOMS AND AMENITIES 为贵宾分配房间及检查贵宾预到房间Task Number 任务编号: FO 02-ASSM-0012Department 部 门 : Assistant Manager 大堂副理Date Issued 签发日期: May 2010 2010年5月Approved by 批准人:General Manager Mr. Stephen Yam 总经理 任世敏先生Guest Expectation 客人期望: I expect my room assignment to be handled efficiently, accurately and courteously by staff who understand the product they are selling and recognize me as an individual. 我期望酒店能准确,快捷,礼貌地为我分配房间,酒店员工具备丰富的产品知识并尊重我的个人需求. I expect my room is clean and well maintained, all the function is well performed and amenities are enjoyable. 我期望酒店房间干净并合理维护, 设备能正常运转,房间用品完备质量优良.Time to Train 培训时间: 30 minutes 30 分钟 Why is this task important for you and our guests? 为什么这个任务对你和你的客人非常重要？ Answers回 答: We must have full knowledge of all room types, their differences and respective locations. 我们必须熟知酒店所有的房间类型, 房型之间区别与不同的位置. Guests must be given the room type they have requested. 我们必须根据客人的需求分配房间. We are able to increase the GSTS score by proper preparing the room arrangement to our guests. 我们可以通过合理, 准确地安排客人的预订房间来提高我们的宾客满意度追踪调查分数。 Increase guest satisfaction. 提升客人的满意度. Improve business 提升酒店生意. WHAT / STEPS 工作步骤HOW/ STANDARDS 怎么做/工作标准TRAINING QUESTIONS 提 问 1) Update VIP arrival guest profiles for the next 8 days (rolling) 更新今后8天预到贵宾的客户资料  Update profiles in detail. 更新客人信息. Use VIP arrival reports and guest history. 使用贵宾预到报表与客史资料. Update更新: Title 称谓 Room requirements (smoking/non-smoking) 房间要求(吸烟/非吸烟房间) Other preferences (bedding/room types) 其他喜好(床型/房型) Frequent flyer programs 飞行奖励计划 Guest History comments 客史纪录 Why do I have to update the VIP arrival guest profile for the next 8 days (rolling)? 为什么我们要更新今后8天预到贵宾的客户资料? 2) Assigning/blocking of VIP rooms 分配锁定房间 Using VIP Arrivals report and Guest History. 使用贵宾预到报表与客史资料. PCR E