酒店总机如何提供贴心服务(行业规范).docVIP

Runner Service 贴心服务 批准人： 派送： 页数 PAGE 1 / NUMPAGES 3 Purpose目的: The SC System is to create customer loyalty by offering guests dependable and efficient delivery of service, information and problem resolution. The SC concept is to promote the coordinated use of the hotels resources to increase operational efficiency. SC系统将通过为客人提供可信的高效的递送服务、信息和解决问题的方法而创造客人忠诚度。 SC概念是促进酒店资源的合理运用以便增加操作效率。 Policy 政策: The SC Center has to create customer loyalty by offering guests dependable and efficient delivery of service, information and problem resolution. SC系统通过为客人提供可信的高效的服务、信息和解决问题的方法等而获得客人的忠诚度。 Procedure: 程序 RUNNER SERVICE Note : 1. The SC Agent should be quite familiar with the items of in-room-guest amenities their locations, by which the CC Agent can answer guest’s request very positively quickly. 注意事项 SC服务员应非常熟悉客房内设施以便迅速满足客人的要求。 2. SC should double-check with the runner around 15 minutes later. SC服务员应在15分钟后联系客房部，以确定是否已为客人提供服务。 Ashtray, Bathrobe, Blanket, Bed Pad, Bed Cover, Coffee Bag, Coffee Mug, Creamer Shaver, Duvet, Envelope, Glass, Glue, Hot Water, Hand Towers, Hair Dryer, Iron Board, Ice, Laundry List, Mineral Water, Pillow, Rubbish Bag, Soap, Shopping Bag, Sugar, Slippers, Show Shine, Safety Box, Toothbrush, Toothpaste, Tea Bag, Tissue Paper, Toilet Paper, Writing Paper, Wine Opener, Water Speedy Kettle 烟灰缸、浴衣、毛毯、床垫、床罩、咖啡袋、咖啡杯、奶忠和剃须刀、羽绒被、信封、玻璃、胶、热水、手巾、吹风机、熨斗和熨烫板、冰、洗衣单、矿泉水、枕头、垃圾袋、香皂、购物袋、糖、拖鞋、查看服务、保险箱、牙刷、牙膏、袋装茶、面巾纸、卫生纸、书写纸、开瓶器、快速电水壶 Note : Above-listed are all available in every guest’s room. 客人要求客房内已有物件 SC Agent : Good Morning (Afternoon, Evening), Mr. Brown. Services Center, Rosa speaking. May I help you? SC ：早上好（下午好，晚上好） Mr. Brown.这是Rosa，将很高兴为您服务，能为您做什么？ Guest ：Please give me an ashtray. 客人 ：请给我一个烟灰缸。 SC Agent ：Certainly, Mr. Brown. The astray is available on your writing desk. SC ：当然可以，Mr. Brown。请您查看一下，您的书桌上是否有烟灰缸呢？ Guest : Oh. Yes. Thank you. 客人 ：哦，是的。谢谢。 SC Agent : It’s my pleasure, At your service! SC ：非常乐意为您服务。