国际酒店前厅管理手册Front Office Reception-RM-FO-Rec-11-04 宾客反馈Guest Feedback

1、国际酒店前厅部操作手册酒店管理之家前厅部Front Office前台服务程序LOCAL STANDARD OPERATING PROCEDURES国际酒店管理资料手册International Hotel Management Information Manual前台是展示酒店的形象、服务的起点。对于宾客来说，酒店大堂前台是接触我们酒店的第一步，是对酒店的第一印象，是非常重要的。 制定前厅部标准运作程序手册的目的制订本手册是为了说明酒店管理前厅部标准运作的政策和程序，确保前厅部运营及管理工作的一贯性。向前厅部工作人员提供日常工作及培训的指导。使前厅部员工了解前厅的作用，了解前厅运作及管理的政策

2、和程序。LOCAL STANDARD OPERATING PROCEDURES本地标准操作程序LSOP No.:RM FO GS-11 -04Effective Date:Division:Front Office前厅部Revised Date:Section:ReceptionPrepared by : Approved by 批准人:SUBJECT:Guest Feedback宾客反馈_OBJECTIVE目的：To continuously improve guest service and satisfaction, and improve the processes involved.

3、为持续不端的提升宾客服务及满意度，同时不断提升自身服务水平。POLICY政策：It is Reception ambassadors responsibility to capture, act on and report any feedback obtained from guests. 前厅大使应积极获取客人意见反馈，并向上级及时汇报 PROCEDURES 程序： PROCEDUREReception ambassadors are encouraged to obtain guest feedback about their stay. The information will be

4、used to analyze the hotels performance and identify areas for improvement.鼓励前台大使获得客人在居住期间的反馈意见。客人反馈的信息可以用来分析酒店服务水平，改进服务工作。Guest comments must be logged and reported to the respective Department Head and Guest Service Manager will compile the feedback and submit it to the Executive office. 客人反馈必须记录并上

5、报给相关的部门经理及宾客服务经理，宾客服务经理负责整理并提交反馈给行政办公室。Especially GSA checking out guests are encouraged to get feedback by asking if the guest had a pleasant stay.当前台宾客服务员为客人办理结账手续时，要鼓励员工与客人交流，获得必要的客人反馈。Needless to say, feedback given that can be rectified must be acted upon by the associate receiving it, using his/her own judgment and initiative and /or calling on GSO or GSMs assistance it needed.如果客人的反馈马上可以落实，员工要运用个人判断力，主动落实客人反馈并在必要时寻求当班宾客关系主任或者宾客服务经理的帮助。Reviewed by 审核人: Approved by 批准人: _ Di