无锡酒店前台员工培训文件43.docxVIP

前台 FRONT DESK 部门 /区域： FD 接待处 DEPARTMENT/ AREA: FD RECEPTION 服务内容 /工作职责： FD-SOP-033 换房 SERVICE/ TASK: ROOM CHANGE 迅速而高效地为来宾换房 标准： To provide a smooth and STANDARD: efficient room change of a guest. 1 / 2 来宾期望 工作职责 Guest What to do? expectation 高效而迅速的服 确认客人需要 务 Determine Efficient and needs prompt service.  工作标准 Standard of Performance 确认来宾换房缘故 Determine why guest wants to move 认真倾听 Listen carefully 理解他们关于酒店的期待 Understand what they want from the hotel 假如不能换房不要做出承诺 Do not promise if you cannot deliver 在承诺来宾前，确认有房间可换 Before promising the guest, check the availability 确认是否有其他费用 Check if there is