香格里拉盛贸饭店国际酒店客务关系主任操作手册 gro sop

1、PAGE 31STANDARD OPERATION PROCEDURE标准工作程序GUEST RELATIONOFFICER客务关系主任TRADERS HOTEL, CHANGZHOUSTANDARD OPERATION PROCEDUREGUEST RELATION OFFICERTask No. DescriptionGreeting and welcoming VIPs 问候，欢迎贵宾Escorting and registering VIPs 房间引领，贵宾登记Courtesy calls 问候电话Departure calls and late check out requests

2、离店问候电话，延迟退房要求Onward room reservation 处理预定Handling express departures 特快结账Conducting showroom 引领房间展示Receiving guest compliments 接受客人称赞Performance monitor 宾客意见调查Request for doctor by phone 电话要求医生服务Long staying guest program 常住客计划Guest birthday 客人生日Guest preference card 客人喜好卡How to handle guest complai

3、nt 处理客人投诉STANDARD OPERATION PROCEDUREDEPARTMENT: Front OfficeJOB TITLE: Guest Relation OfficerTASK NO:FD-GR 1.1TASK: Greeting and Welcoming VIPs (Page 1 of 3) 问候，欢迎贵宾EQUIPMENT REQUIRED: Room Keys, VIP Arrival List, Welcome FolderWHAT TO DOHOW TO DOWHY1. Coordinate with airport andConcierge.与机场和礼宾部协调

4、2. Standby in the lobby 10 minutes prior to guest arrival informed by concierge.提前十分钟在大堂等候3. Ensure GSA-Concierge is onhand to assist with guests luggage.行李员服务行李4. Greet guest upon arrival in the driveway.欢迎客人Verify time of arrival of guest.Obtain car registration and type of transportation.If Horiz

5、on Club guest, inform pursers of arrival. 确认抵达时间，如有接机，获得车型和车号如果是豪华阁客人，通知豪华阁客人到达时间。Have the welcome folder in hand.Registration CardRoom KeyPenWelcome bookletMessages准备好欢迎夹：登记卡；房间钥匙；笔；欢迎册；留言等。Inform GSA-Concierge who isthe guest, which room No. wasassigned.通知行李员客人姓名和房号。Smile and remain eye contact wh

6、en the guest arrive. Say: Ni Hao, Mr./Mrs. XX,Welcome to Traders Fudu Hotel. Changzhou (If return guest, say: Welcome Back) Shake hand firmly.(If theres NO against to guests traditional habit.)Introduce yourself:Say: My name is Ann, I am Guest Relation Officer, I willshow you up to your room and reg

7、ister for you in the room.”If GM, RM or other managersare around, do introduce by saying,By ensuring that guest is met upfrom the driveway will show our Respect toward guests.确保在正门车道迎接客人，表现我们对客人的尊重。To welcome guests promptly andappropriately on arrival.及时有效的迎接客人。To provide efficient service.提供有效服务SL

8、IM Standard集团标准PREPARED BY: Christina DingAPPROVED BY: Mr. Charles. Cable DESIGNATION: FOMSIGNATURE/DATEDESIGNATION: GMSIGNATURE/DATESTANDARD OPERATION PROCEDUREDEPARTMENT: Front OfficeJOB TITLE: Guest Relation OfficerTASK NO:FD-GR 1.1TASK: Greeting and Welcoming VIPs (Page 2 of 3) 问候，欢迎贵宾EQUIPMENT

9、REQUIRED: Room Keys, VIP Arrival List, Welcome FolderWHAT TO DOHOW TO DOWHY5. Offer to explain room features.提出介绍房间6. Offer further assistance and follow through.提供额外帮助May I introduce our GeneralManager Mr. Cable to you. Mr. Cable, this is Mr. XX, the General Manager from XX Company.等客人到达时，微笑并保持目光接触

10、来迎接客人。介绍自己，告知将送客人去房间登记。如果总经理或其他经理在场迎接客人，向客人作介绍。Switches by bedside and temperature controlUse of Voice mailExplain TV/Radio channelsTea/Coffee making facilitiesOpen refrigerator, briefly inform the mini barShow the safe, demonstrate its useTry to concise your introduce.灯开关，空调开关；留言功能使用；电视频道；咖啡茶用具；房间酒

11、水；房间保险箱 介绍应简单明了。Say, “We have several restaurantsoffer dinner (i.g.), such asChinese restaurants, Coffee Garden, would you like Ibook a seat for you?”Say: We have 24 hours laundryservice, would you prefer pressing your suits?Say: Do you have air ticket need to be reconfirmed. Please leave it to me.

12、Ill follow up and send back to you.Ensure the highest standardof services are provided in theguest contact points.确保每次同客人接触时提供高标准的服务To provide more personalized service.提供更多个性化服务To WOW the Guest.使客人喜出望外To delivery of warm and natural service. Do more for our customer.为客人做得更多PREPARED BY: Christina Di

13、ngAPPROVED BY: Mr. Charles. Cable DESIGNATION: FOMSIGNATURE/DATEDESIGNATION: GMSIGNATURE/DATESTANDARD OPERATION PROCEDUREDEPARTMENT: Front OfficeJOB TITLE: Guest Relation OfficerTASK NO:FD-GRO 1.1TASK: Greeting and Welcoming Guest (Page 3 of 3) 问候，欢迎贵宾EQUIPMENT REQUIRED: Room Keys, VIP Arrival List,

14、 Welcome FolderWHAT TO DOHOW TO DOWHY7. Wish the guest.祝客人入住愉快Note: All VIP guests with flight -details check in must be met and escorted by GSA directly to their room with in room registration.注意：所有有航班信息的贵宾必须由GRO进行房间引领和登记。介绍餐饮设施和提供订餐服务提供洗衣和熨衣信息。提供机票确认服务等。Assure the guest that you arereachable if as

15、sistance is needed.Say: Mr./Mrs. XX, again, my name is Ann, should you needany help, please contact me atFront Desk, Wish you a pleasantstay!再次告知客人如需帮助，可联系人和部门，并祝客人入住愉快。PREPARED BY: Christina DingAPPROVED BY: Mr. Charles. Cable DESIGNATION: FOMSIGNATURE/DATEDESIGNATION: GMSIGNATURE/DATETRADERS FUDU

16、HOTEL,CHANGZHOUSTANDARD OPERATION PROCEDUREDEPARTMENT: Front OfficeJOB TITLE: Guest Relation OfficerTASK NO:FD-GRO 2.1TASK: Escorting and Registering VIPs (Page 1 of 2) 房间引领，贵宾登记EQUIPMENT REQUIRED: Welcome FolderWHAT TO DOHOW TO DOWHYEscort guests to the room.房间引领Traders Club guest, introduce to the

17、 GSA-Traders Club介绍客人给商贸阁员工Entering and Explain.进入房间，介绍Use appropriate pace:Inform guest the hotel events.Inform guest the location and operation hours of the outlets, offer making reservation.Ensure that when entering the elevator or room, you follow guests. Hold the door for them.Never walk or tal

18、k too fast.介绍酒店的活动；介绍餐饮设施和预订服务；切记进入电梯或房间时，客人在前，为客人扶梯门或房门； 不可走太快和讲太快。Explain the role to the GSA-Traders Club for take over.Say: Mr./Mrs. XX, I will show you to the Traders Floor and Introduce the GSA, who will deliver daily service to you.介绍居住在商贸阁的客人给商贸阁员工。Insert key card to open the door.Use the se

19、curity latch to keep the door open.Show how the door lock works. Show DND sign and Master switch.使用钥匙打开房门，使用防盗扣使门保持打开状态。介绍门锁，请勿打扰指示牌，总开关的使用。Give guest an impression of a warm home welcome.Home away from home.给客人回家的感觉。To familiarize guest with staff and services offered.Let guest feel our friendlines

20、s and hospitality.使客人熟悉商贸阁员工和服务。To provide the best service.提供良好的服务PREPARED BY: Christina DingAPPROVED BY: Mr. Charles. Cable DESIGNATION: FOMSIGNATURE/DATEDESIGNATION: GMSIGNATURE/DATESTANDARD OPERATION PROCEDUREDEPARTMENT: Front OfficeJOB TITLE: Guest Relation OfficerTASK NO:FD-GRO 2.1TASK: Escort

21、ing and Registering VIPs (Page 2 of 2) 房间引领，贵宾登记EQUIPMENT REQUIRED: Welcome FolderWHAT TO DOHOW TO DOWHYRegistration.登记Leave the guest room.离开房间Pull out the chair, seat the guest.Ask passport and name card to register for guestIndicate appropriate areas to sign.Say: Mr./Mrs. XX, may I have your pass

22、port and business card so I will fill it up for youand please sign here.请客人入座；要求证件和名片帮客人登记；请客人签名。Verify departure date and time. Offer flight reconfirmation or other assistance. E.g. Transportation, onward hotel reservations.Verify mode of paymentCredit card-No. write on the registration card.Cash p

23、aying-note down on registration card and deliver the cash deposit receipt afterwards.确认离店时间，提供机票确认，订车服务，预订其他香格里拉酒店房间服务；确认付款方式。将信用卡号和有效期记录在登记卡上；现金押金在登记卡上作备注，并随后将押金收据送给客人。Leave the room quietly and gently close the door.Say: Mr./Mrs. XX, is there anything else I can do for you?and wish you a pleasant

24、stay.轻关房门离开并祝客人入住愉快。 Humility.谦恭To WOW the guest.使客人喜出望外PREPARED BY: Christina DingAPPROVED BY: Mr. Charles. Cable DESIGNATION: FOMSIGNATURE/DATEDESIGNATION: GMSIGNATURE/DATESTANDARD OPERATION PROCEDUREDEPARTMENT: Front OfficeJOB TITLE: Guest Relation OfficerTASK NO:FD-GRO 3.1TASK: Courtesy Call （1

25、of 2） 问候电话EQUIPMENT REQUIRED: PC Terminal, Courtesy Log BookWHAT TO DOHOW TO DOWHYReview In-house report and SM log book.检查住店客人报表和服务经理值班日志Phone the guest.致电客人Check guest length of stay.Check guest if first visit or repeat guest.Check for any grievances or complaints happened.客人入住期间；第一次入住还是回头客；是否有过投诉

26、。Introduce yourself politely and call them at reasonable time 9:00 hours-21:00 hours.Say: Mr./Mrs. XX, this is Scott Front Desk Associate (Team Leader). This is our hotel courtesy call. May I know how about your stay?Are you satisfied with our service?Do you have any comments for us to improve the s

27、ervice?Take the good opportunity to confirm guest departure date/time and transportation arrangement.在合理时间致电客人，（09：00-21：00）：介绍自己和说明致电的目的。获得客人在住店期间对酒店设施和服务的意见和建议。利用此时良好的机会确认离店时间并提供送机服务。To collect the accurate information before talking to the guest.Be prepared on every time to avoid guest repeating

28、his problem and ready to recover.在与客人交谈前做好充分准备，避免客人重复讲述问题。Show our care.表现我们的关怀Confirm guests satisfaction. Be the best team to solve some problem that we might ignore.确认客人的满意度，尽可能解决我们忽视的问题。PREPARED BY: Christina DingAPPROVED BY: Mr. Charles. Cable DESIGNATION: FOMSIGNATURE/DATEDESIGNATION: GMSIGNAT

29、URE/DATESTANDARD OPERATION PROCEDUREDEPARTMENT: Front OfficeJOB TITLE: Guest Relation OfficerTASK NO:FD-GRO 3.1TASK: Courtesy Call （2 of 2） 问候电话EQUIPMENT REQUIRED: PC Terminal, Courtesy Log BookWHAT TO DOHOW TO DOWHYHearing the complaint.倾听投诉Appreciate the guest.感谢客人Write down the case on the courte

30、sy log book.记录礼貌电话表格Use the Handle guest complaint skill to solve the problem.使用解决客人投诉的技巧解决问题。Say: Mr./Mrs. XX, thank you for your time receiving the courtesy call, I wish you a pleasant stay!感谢客人提供意见，并祝入住愉快。Write the details of the courtesy call on the log book, do bring the solution that GSA handl

31、ed, keep proper guest profile history record.详细记录礼貌电话表格，记录所采取的跟进行动，如需要，在客史记录中做标明。Remember how fast you bring the right action is key to the best.尽可能快地采取正确的行动是解决问题的关键。For future reference.今后参考。PREPARED BY: Christina DingAPPROVED BY: Mr. Charles. Cable DESIGNATION: FOMSIGNATURE/DATEDESIGNATION: GMSIGN

32、ATURE/DATESTANDARD OPERATION PROCEDUREDEPARTMENT: Front OfficeJOB TITLE: Guest Relation OfficerTASK NO:FD-GRO 4.1TASK: Departure Calls and Late Check out Request ( Page 1 of 2 ) 离店礼貌电话，延迟退房要求EQUIPMENT REQUIRED: Departure ReportWHAT TO DOHOW TO DOWHYReview the Departure Report.查看离店报告Call to the guest

33、 and polite ask for departure time.致电客人问询离店时间Late Check out request.延迟退房要求Review the report without departure time. Do not call to the VVIP, Executive and Elite level Golden Circle Member, Value Guest Rate and Some VIP groups.查看没有标明离店时间的房间注意：所有贵宾，金环会行政级和豪华级成员，满价客人和一些贵宾团队和延迟至18:00退房。Call for those gu

34、ests room without departure time (If the guest is not in, leave message) after 12:30 noon.Say: Ni Hao, Mr./Mrs. XX, this is Ben calling from Service Center. The registration shows your departure today, may I have your departure time, so we can prepare the bill in advance. Thank you.中午12:30后，致电没有离店时间

35、的房间。Ensure that room is not blocked and occupancy is low to grant late check out until 16:00 hours. Otherwise, It incurs half day room charge, if after 18:00 hours, there is full day charge.”Key in late check out information into the Fidelio under Departure Time and Instruction Column as: LCO 15:00F

36、OC (Late check out 3pm free of charge)LCO 18:00HAC (Late check out 6pm half day charge)LCO 18:30FAC (Late check out 6:30pm full day charge). To maintain the VIP priorities in the hotel.保证贵宾的优先权。Be more flexible, do not push guest leave the room.Be more consider of guests schedule on the late check o

37、ut request.Show our extremely caring.灵活，不要催促客人离开房间对客人延迟离店的要求表示理解，体现我们对客人的关怀。PREPARED BY: Christina DingAPPROVED BY: Mr. Charles. CableDESIGNATION: FOMSIGNATURE/DATEDESIGNATION: GMSIGNATURE/DATESTANDARD OPERATION PROCEDUREDEPARTMENT: Front OfficeJOB TITLE: Guest Relation OfficerTASK NO:FD-GRO 4.1TASK

38、: Departure Calls and Late Check out Request ( Page 2 of 2 ) 离店礼貌电话，延迟退房要求EQUIPMENT REQUIRED: Departure ReportWHAT TO DOHOW TO DOWHYCoordinate with concierge.与礼宾部协调确保房间没有预留给当天抵达的客人，在出租率允许的条件下，最晚延迟离店至16:00.否则，加收半天房费。18:00之后加收全天房费。If the guest says: I will check out 5 minutes later. GSA may take this

39、opportunity offering. Did you arrange your transport to the airport?“Can I call GSA-Concierge assist your luggage down? May I know how many pieces of luggage do you have.如客人很快离店，提供送机服务和下行李服务。Help our guest all the time.时刻为客人提供帮助。PREPARED BY: Christina DingAPPROVED BY: Mr. Charles. Cable DESIGNATION:

40、 FOMSIGNATURE/DATEDESIGNATION: GMSIGNATURE/DATESTANDARD OPERATION PROCEDUREDEPARTMENT: Front OfficeJOB TITLE: Guest Relation OfficerTASK NO:FD-GRO 5.1TASK: Onward Room Reservation 处理预定EQUIPMENT REQUIRED: Reservation FormWHAT TO DOHOW TO DOWHYRequest room reservation at other properties.其他酒店预订服务Provi

41、de hotel information.提供酒店信息Reply to the guest.回复客人Check the Fidelio system search the other properties information.查看系统得到其他香格里拉酒店的信息。Provide brochures of requested hotel for more detailed information.提供相关酒店宣传册给客人更多信息。Pass all room reservation information to Reservation department or call to other pr

42、operty to book directly.将预定信息传达给预定部。After getting confirmation from Reservation department.Inform the guest the room reservation was accepted by the other hotel property and confirmed.Say: Mr./Mr. XX, your room reservation in Shangri-La Hotel, Singapore is made, confirmation number is 102543.通知客人预定已

43、完成，并将预定确认号告之。If Reservation department off duty, call to book the room directly. Get the person you contacted in that hotel, in order to convince the guest.Say: Mr./Mrs. XX, the person I talked to is Ms. Linda, the reservation associate. I write her name on our hotel business card for your memory. W

44、ish you have a pleasant stay in Singapore.如果预定部已下班，直接打电话帮客人预定，随之告诉客人预定确认号码和对方酒店接受预定员工姓名。Always show our helpfulness to guest.提供帮助。Professional service.专业的服务To delight our guest.使客人喜出望外。PREPARED BY: Christina DingAPPROVED BY: Mr. Charles. Cable DESIGNATION: FOMSIGNATURE/DATEDESIGNATION: GMSIGNATURE/D

45、ATESTANDARD OPERATION PROCEDUREDEPARTMENT: Front OfficeJOB TITLE: Guest Relation OfficerTASK NO:FD-GRO 6.1 (1 of 2)TASK: Handling Express Departures 特快结账EQUIPMENT REQUIRED: Departure ReportWHAT TO DOHOW TO DOWHYReceive the Express Check out slip from guest.得到客人特快结账要求Check and verify details.确认细节Aski

46、ng for any assistance.提供额外帮助Escort and farewell the guest at the main entrance.陪同客人至正门，告别The guest may not reach to the counter to pass the Express Check Out Slip. They will reach to anybody who work at the lobby. Do take it from the guest.By saying: “Thank you for return.”客人可能交给大堂的任何一名员工特快结账信封，员工收下

47、并感谢客人。Check through the system, compare with the Express Check Out Slip.Room number/Guest NameAddressCredit card/Expire DateSignatureWithout one minutes or less与系统中用最快速度核对细节：房号；地址；信用卡信息；签字。Saying: Mr./Mrs. XX, is there anything else I can assist you?礼貌提供额外帮助Saying: Thank you for staying Traders Hote

48、l, Changzhou, Wish you a pleasant trip. We look forward to your next visiting, Mr./Mrs. XX. 真诚地与客人道别，并送至正门。To bring the most convenience service to our guest.使客人感到方便。To deliver our express and professional service.提供快速，高效服务To give last good impression to guest.给客人良好的最后印象PREPARED BY: Christina DingAP

49、PROVED BY: Mr. Charles. Cable DESIGNATION: FOMSIGNATURE/DATEDESIGNATION: GMSIGNATURE/DATESTANDARD OPERATION PROCEDUREDEPARTMENT: Front OfficeJOB TITLE: Guest Relation OfficerTASK NO:FD-GRO 6.1 (2 of 2)TASK: Handling Express Departures 特快结账EQUIPMENT REQUIRED: Departure ReportWHAT TO DOHOW TO DOWHYCom

50、e back and balance the account.结账GSA come back, go into the system and check out the folio balance the account. Retrieve the registration card, attach together with the Express Check Out Slip, later for closing the cashier supporting.在系统中结帐，将登记单和特快结账信封附在一起。To maintain correct room status.立即在系统中结帐，确保

51、正确房态。To accounting check.将所有资料交财务部。PREPARED BY: Christina DingAPPROVED BY: Mr. Charles. CableDESIGNATION: FOMSIGNATURE/DATEDESIGNATION: GMSIGNATURE/DATESTANDARD OPERATION PROCEDUREDEPARTMENT: Front OfficeJOB TITLE: Guest Relation OfficerTASK NO:FD-GRO 7.1TASK: Conducting Showroom (Page 1 of 2) 房间展示引

52、领EQUIPMENT REQUIRED: Brochures, PC TerminalWHAT TO DOHOW TO DOWHYPrepare for the planned showroom.准备Write on the white board.注明Inform the relevant department.通知相关部门Prepare Sales Kit.欢迎夹Lead the visitors show room.房间展示Politely asking for the visitors name card.要求来访者名片Every morning, GSA & Room Control

53、ler Housekeeping block the showroom in the computer.每天，前台和客房部员工在系统中确认房间展示的房号。Write the room number on the Front Office white board. To keep the whole-day Front Desk GSA informed.在前台告示板上注明通知前台每位员工。Call to Operator, Traders Club, Concierge, Business Center after GSA blocks the showroom. They can check

54、 the number from the computer.总机，商贸阁，礼宾部，商务中心可在系统中查询。，Prepare Sales Kit all the time.It includes:TariffHotel BrochureHotel Business CardPromotion InformationSelf Business Card准备欢迎夹：房价单；宣传册酒店名片；促销信息等。Introduce yourself. By saying: Welcome to Traders Hotel, Changzhou, my name is Scott, I am Guest Serv

55、ice Associate Front Desk. I will show you the room and other places you are interested. If you have any questions, please let me know. Thank you.介绍自己，提供房间展示服务Saying: If I can have one of your business card, you will help us to maintain an efficient communication between us.To have an appropriate pla

56、n of action will offer an excellent impression to those hotel visitors.提前做好准备，给参观酒店的人留下良好印象Keep the good communication.良好沟通Prepare in advance.We believe, When guest are ready, we were ready.提前准备是优质服务的前提Ensure the visitors are our guests too. Show our philosophy Shangri-La Hospitality from caring peo

57、ple参观者是我们潜在的客人Be respect and courtesy.显示尊重，礼貌PREPARED BY: Christina DingAPPROVED BY: Mr. Charles. Cable DESIGNATION: FOMSIGNATURE/DATEDESIGNATION: GMSIGNATURE/DATESTANDARD OPERATION PROCEDUREDEPARTMENT: Front OfficeJOB TITLE: Guest Relation OfficerTASK NO:FD-GRO 7.1TASK: Conducting Showroom (Page 2

58、of 2) 引领房间展示EQUIPMENT REQUIRED: Brochures, PC TerminalWHAT TO DOHOW TO DOWHY7. Explain facilities and service.介绍设施和服务Ask for question, respond appropriately.回复客人询问Sale, sale and sale.推销Farewell the visitors.告别Check the Business Card update in the guest profile. And keep Business Card for future refe

59、rence.信息更新礼貌要求来访者名片，以保持联络。Be confidence when GSA introduce the hotel.Say: This is . , We offer. , I believe.充满自信和自豪的介绍设施和服务。Saying: Is there anything I can help? 认真回答客人询问GSA can sale lots of thing, Restaurant, room, shop, banquet, entertainmentSaying: May I make a reservation for you?Are you interes

60、ted in having big party in the nearer future.员工在一切可能的情况下推销酒店的所有服务。Saying: Thank you for visiting Traders Hotel. Changzhou I wish you can introduce our hotel to your friends, Id like to meet you next time.Walk out the visitors to the main entrance.告别，送客人至正门。建议客人推荐酒店给其他人。Update in the profile, attach