国际酒店补救系统剖析.doc

STAR RECOVERY GUIDELINES Revised on: January 31, 2005 AREA PROBLEM DESCRIPTION SEVERITY Action Plan Reservation and Check-in Check-in入住 Check in process takes a long time 入住过程时间过长 Low 低 ( Verbal apology by GSA/GRM. GSA/GRM口头致歉 ( Offer late check-out according to availability. 根据住房率，提供延迟退房 Delayed check-in due to room not ready or Fidelio system failure 因为房间尚未清洁好或电脑系统故障延迟入住 Medium 中 ( Verbal apology by GSA/GRM. GSA/GRM口头致歉 ( Offer welcome drinks at Garden Lounge/Pagoda Lounge while guest waits. 等候期间在翠荫廊/塔影廊提供客人饮料 ( Inform guest immediately when room is ready. 房间一准备好立即通知