酒店贵宾登记程序标准操作.doc

酒店贵宾登记程序标准操作

Guest Expectation 客人期望:
I expect my arrival experience to be smooth, quick and flawless. As I am a guest who pays for an expensive room, I want to have a special service.
我希望我的到店体验是顺利的﹑快捷的﹑完美的。因为我付了很高的房价,我希望得到特别的服务。
Why is this task important for you and our guests?
为什么该任务对你和我们的客人都很重要？
Answers回答:
1. We must provide efficient, accurate and courteous service to our guest.
我们必须向我们的客人提供高效﹑无误﹑谦恭的服务。
2. We must understand what our guests need and want.我们必须理解我们客人的需要及需求。
3. We must maximize guest satisfaction 我们必须让客人满意度最大化。
4. Improve hotel business. 要改善业务状况。
5. Improve GSTS score. 要提高宾客满意度分数。
6.Demonstrate our professionalism. 展示我们的职业水准

STEPS步骤

How /Standards标准

1） Coordinate with
Airport and Concierge.
与机场和礼宾部协调

Verify time of arrival of guest. Obtain car registration and type of transportation.
If Club Lounge 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行政楼层的客人，通知行政楼层客人到达时间。

2) Standby in the lobby 10 minutes prior to guest arrival informed by concierge.
提前十分钟在大堂等候并通知礼宾部

Have the welcome folder in hand.
- Registration Card
- Room Key
- Pen with hotel logo
- Welcome booklet
- Messages
准备好欢迎夹：登记卡；房间钥匙；酒店笔；欢迎册；留言等。

3 ) Ensure SA- Concierge is on hand to assist with guest’s luggage.
行李员服务行李

4）Greeting guest upon arrival in the driveway.
欢迎客人

5）Escort guests to the room.
房间引领

6）Club Floor guest, introduce to SA- Club Floor.
介绍客人给行政楼层员工

7）Entering and Explain.
进入房间，介绍

8）Registration
登记

9）Leave the guest room.
离开客人房间

Inform SA-Concierge who is the guest, which room number was assigned.（Note: IRC no need give the guest luggage tag）
通知行李员客人姓名和 房号。(注： IRC 不需要给行李卡)

Smile and remain eye contact when the guest arrives.
Say: Good morning/afternoon/evening, Mr./Ms. XX, welcome to Jiuzhai Paradise Intercontinental Hotel (If return guest, say: Welcome back) Shake hand firmly.(If there’s No against to guest’s traditional habit) Introduce yourself: Say: My name is XX, Guest Relations Officer. I will show your up to your room” If GM, RM or other managers are around, do introduce by saying.
微笑并保持目光接触在客人抵达时，说“上午好/下午好/晚上好，XX先生女士，欢迎光临九寨天堂洲际饭店（如果是回头客，要说欢迎回来）友好的握手（如果客人没有特殊的习俗）介绍自己：我叫XX宾客关系主任。我将陪同您到房间。如果总经理或驻店经理或其他管理人员在场，要同时介绍。

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 talk too fast.

介绍酒店的活动；介绍餐饮设施和预定服务；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 SA- Club Floor for take over. Say: Mr./Ms. XX, I will show you to the Club Lounge and introduce the SA, who will deliver daily service to you.
介绍居住行政楼层的客人给行政楼层员工。

Insert key card to open the door. Use the security 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。

- Pull out the chair, seat the guest.
- Ask passport and name card to register for guest.
- Indicate appropriate areas to sign.
Say: Mr./Ms. XX, May I have your passport, member card ,FFP card and business card so I will fill it up for you… and please sign.
请客人入座，要求证件会员卡航空里程卡名片等帮客人登记，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 payment Credit card- No. Write on the registration card.
- Cash paying-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，预定房间服务，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. /Ms. XX, is there anything else I can do for you? and wish you a pleasant stay.
轻关房门离开并祝客人入住愉快。

Summary questions问题小结:

1. Why do I have to welcome the guest in the lobby? 为什么要在大堂接待客人?

2. Why do we have to introduce the hotel facilities to the guest?
为什么我们要把酒店设施介绍给客人?
a) Why do we have to introduce the room facilities to the guest?
为什么我们要向客人介绍房间设施?
b) Why do I have to ask the guest to verify his personal information on the registration card? 为什么我要请客人确认入住登记单上他的个人信息？
b) What must I obtain from the guest? 什么东西是我要向客人获取的？

3. Why do I have to verify the payment with the guest?
为什么我要向客人核实付款方式？

4. Is there anything special you should say when leaving the Guest room?
离开客人房间时，你有什么特别的要说的吗？

5. What is the difference between a club lounge check in and a guest room check in?
在行政楼层与在房间里登记入住有什么区别?