国际星级酒店前厅部前台接待岗位技能培训标准RM-FO-GS-01-02 Concept of Guest Service 宾客服务的概念

1、 PAGE 3LOCAL STANDARD OPERATING PROCEDURESLSOP No.:RM-FO-GS-01-02Effective Date:Division:RoomsRevised Date: Section:Front OfficePrepared by : Approved by:_SUBJECT:Concept of Guest Service 宾客服务的概念_OBJECTIVE目的：To ensure all Front Office ambassadors have a clear concept about job.确保每一位前厅部大使清楚认知宾客服务的意义.

2、POLICY政策：All guests will be welcomed with a warm smile, eye contact and an appropriate hospitality greeting when approaching the Front Desk. The guest will be given undivided attention and the registration will be friendly, courteous and efficient. A suitable room will be selected according to the g

3、uests preference. Departing guests will enjoy a smooth and efficient check out. The aim will be to transport the guest from the outside world into the world of Renaissance through the Arrival Experience. 当客人走近前台时热情微笑，礼貌地问候，并保持目光接触。全身心地给客人以关注 礼貌友好迅速地为其登记。 根据客人个人喜好分配合适房间，为即将离店客人提供 顺利 快捷的结帐服务。通过提供特有的“抵

4、达体验”让客人一进大堂就感觉到进入了一 个万丽的世界.PROCEDURES 程序： Services 服务 Registration of guests 登记服务 Exchange of foreign currency 外币兑换 Message Service 留言服务 Hotel information 信息查询 Payment of bills 帐务服务 Reservations 预订服务 Group service 团队服务Standards 标准Approaching guests will be acknowledged at once with a smile, eye-cont

5、act and an appropriate hospitality greeting 向任何前来的客人微笑，保持目光接触并礼貌地问候Undivided attention will be given when providing service to the guest 全身心地为客人提供服务The guests name should always be used when known 尽量称呼客人姓名Registration will be friendly and efficient 友好迅速的为客人登记 A suitable room will be allocated accord

6、ing to the guests preferences 根据客人喜好分配客房A room will be allocated in advance if a special request was made in the reservation, or if the guests preference is noted in the guest profile 对于预订时有特殊要求或客史中有特殊喜好的客人要预先分房Close attention will be given to any information indicating if the guest is on aspecial s

7、tatus, such as V.I.P., Return Guest and/or Marriott Rewards Member 特别关注那些有特殊身份的客人例如贵宾，回头客和万豪礼赏会员Payments of bills and check-out will be done in a friendly and efficient way 友好快捷的进行帐务服务和结帐服务Guests who are not members of the Marriott Rewards program will be asked and encouraged to become members, and

8、all benefits will be explained. 鼓励那些非万豪礼赏会员的客人参加此计划，并详细解释优惠待遇Whenever possible, the Guest Service Agent will try to up-sell to a better room, to enhance the guests stay. 为客人居住更加舒适尽可能推销酒店高级房间When the guest has left the desk, the profile in the Front Office system will be updated with all available in

9、formation, such as home address, preferred room-type, id-details etc. to speed up the registration process when the guest returns 当客人离开前台后，尽快在系统内更新客人信息例如：家庭住址，喜好房型，证 件类别和各种详细信息为客人下次光顾提供方便Messages to guests will be properly logged and forwarded without delay and given to Concierge for immediate dispa

10、tch to the guest 客人的留言要准确记录并及时交给礼宾部尽早送到客人房间All Guest Service Agents and Team leaders will maintain a thorough up to date knowledge of all hotel facilities and services to ensure correct and efficient response to guests questions and requests 所有前台宾客服务员和当班主管要随时掌握酒店最新的信息及活动，以便当客人提 出问题时给予更好的解答All Guest Service Agents and Team leaders