喜来登wow星级恢复补救系统.doc

STAR RECOVERY GUIDELINES Revised on: January 31, 2005

AREA
PROBLEM DESCRIPTION
SEVERITY
Action Plan
Reservation
and
Check-in
Check-in入住

Check in process takes a long time
入住过程时间过长
Low
低
· Verbal apology by GSA/GRM.
GSA/GRM口头致歉
· Offer late check-out according to availability.
根据住房率，提供延迟退房
Delayed check-in due to room not ready or Fidelio system failure
因为房间尚未清洁好或电脑系统故障延迟入住

Medium
中
· Verbal apology by GSA/GRM.
GSA/GRM口头致歉
· Offer welcome drinks at Garden Lounge/Pagoda Lounge while guest waits.
等候期间在翠荫廊/塔影廊提供客人饮料
· Inform guest immediately when room is ready.
房间一准备好立即通知客人
· Grant only one out of the following:
可以采取以下其中一种处理方式：
a. Complimentary F3 sent to room after check-in.
客人入住后提供客人免费标准F3水果盘
b. Offer late check-out according to availability.
根据住房率，提供延迟退房
c. Offer room upgrade to next best category according to availability.
根据住房率，将房间升级至下一级别最好的房间
· Update guest profile background notes by GSA/GRM
GSA/GRM更新客史资料

Room Type房间类型

Incorrect room type
房间类型错误
Medium
中
· Verbal apology by GSA/GRM.
GSA/GRM口头致歉
· Reconfirm room type requested.
重新确认客人要求的房间类型
· Grant only a or b:
采取a或b 处理方式
a. Complimentary F3 with an apology card sent to room after check-in.
客人入住后提供免费F3水果盘并附致歉卡
b. Offer late check-out according to availability.
根据住房率，提供延迟退房
· Update guest profile background notes.
更新客史资料
Confirmed room type not available at check-in
入住时不能提供为客人确认过的房间类型
High
高
· Verbal apology by GRM/MOD.
GRM/值班经理口头致歉
· Grant a & b, last c:
可以采取以下a和b的处理方式，最后可用C：
a. Complimentary F3 sent to room after check-in with apology card.
客人入住后提供客人F3水果盘并附致歉卡
b. Offer late check-out according to availability
根据住房率，提供延迟退房
c. Offer room upgrade to next best category according to availability.
根据住房率，将房间升级至下一级别最好的房间
· Update guest profile background notes.
更新客史资料
No room available with guaranteed booking
不能提供客人担保预订过的房间
High
高
· Verbal apology by GRM/FOM/MOD and if necessary GM/EAM.
GRM/FOM/值班经理口头致歉如果有需要GM/EAM口头致歉
· Pre-contact Neighbour Hotel and search for available room and book room
提前联系相邻的其他酒店寻找并且预订可住的房间
· Contact Transportation department to send Limousine to Hotel lobby
同车队联系派车送到酒店大堂
· GRM escorts guest to booked Hotel
GRM 陪同客人到预订的酒店
· SSH pay for Room/One telephone call/Limousine transfer
苏州喜来登支付房费/一次电话费/豪华轿车接送
· Following day, guest returns to SSH by limousine.
第二天客人乘豪华轿车返回苏州吴宫喜来登大酒店
· Guest is met by GRM/FOM and if necessary GM/EAM.
GRM/FOM如有需要GM/EAM迎接
· Offer room upgrade to next best category according to
availability.
根据住房率，将房间升级至下一级别最好房间
· Complimentary F2 with an apology card sent to room after check-in.
客人入住后F2水果盘并附致歉卡
· Update guest profile background notes.
更新客史资料

Staff员工

Staff unable to provide information when requested
员工不能提供客人需要的信息
Low
低
· Verbal apology by complaint receiver and
provides guest with information accordingly.
接到投诉的员工口头致歉并且提供客人需求的信息
Staff not courteous or unfriendly
员工不礼貌或态度无理
Medium
中
· Verbal apology by GRM.
GRM口头致歉
· Complimentary F3 with an
apology card sent to room.
客人入住后提供F3水果盘并附致歉卡
Luggage行李

Luggage delivered late to room after check-in
入住后行李送至房间速度太慢
Low
低
· Verbal apology by Chief Concierge/Shift Leader.
礼宾部经理/主管口头致歉
· A follow-up call to guest room after delivery.
行李送至房间后跟进致歉电话
· Update guest profile background notes.
更新客史资料
Luggage lost/damaged (Hotel is responsible)
行李丢失/损坏(由于酒店的责任)
High
高
· Verbal apology by GRM/MOD.
GRM/值班经理口头致歉
· Send an apology letter from GRM/MOD.
GRM/值班经理发出致歉信
· Replace or reimburse for lost/damaged item as per Hotel policy. (guest should provide detail list, and invoice of all the items as well)
根据酒店政策使用其他物品代替或者偿还丢失/损坏的物品(客人需提供
物品清单及发票)
· A follow-up call to guest room after appropriate action taken.
在采取行动后通过电话跟进此事
· Update guest profile background notes.
更新客史资料
· Incident Report.
事故报告

Lobby大堂

Dirty Hotel lobby area
酒店大堂区域不清洁
Low
低
· Verbal apology by GSA/GRM
GSA/GRM口头致歉
· Contact HSKP immediately.
与管家部联系及时跟进

Others其他

Checked into an unmade room
提供尚未清洁的房间供客人入住
High
高
· Verbal apology by GRM/MOD
GRM/值班经理口头致歉
· Offer welcome drinks at Garden Lounge/Pagoda Lounge
在萃英廊/塔影廊提供客人欢迎饮料
· Immediately assign a clean room with an upgrade to one
category higher.
立即分配一间清洁空房并升级至下一级别最好的房间
· Complimentary F2 with an apology card sent to room.
提供客人免费F2水果盘，并附致歉卡
· Update guest profile background notes.
更新客史资料
Guest is given room occupied by another guest
提供一间住客房供客人入住
High
高
· Verbal apology by GRM/MOD.
GRM/值班经理口头致歉
· Immediately assign a clean room with an upgrade to one
category higher.
立即分配一间清洁空房并升级至下一级别最好的房间
· Complimentary F2 with an apology card sent to
room.
提供客人免费F2水果盘并附致歉卡
· Update guest profile background notes
更新客史资料

Guest Room
Cleanliness卫生

Room/Bathroom not clean
房间浴室不清洁
Low
低
· Verbal apology by complaint receiver.
接到投诉的员工口头致歉
· Inform Housekeeping for room attendant to clean room/
bathroom immediately.
通知客房部立即清洁房间/浴室
· Complimentary F3 with an apology card sent to room.
提供客人免费F3水果盘并附致歉卡
Room not turned down
没有提供开夜床服务
Low
低
· Verbal apology by complaint receiver.
接到投诉的员工口头致歉
· Inform Housekeeping for room attendant to do turn down
immediately.
通知客房部立即提供客人开夜床服务
· Extend turn down service for guest entire stay.
在客人驻留期间给客人提供开夜床服务
· Update guest profile background notes.
更新客史资料
Insects in room
房间内出现昆虫
Medium
中
· Verbal apology by complaint receiver.
接到投诉的员工口头致歉
· Offer room change immediately.
立即换房
· Complimentary F3 with an apology card sent to room.
提供客人免费F3水果盘并附致歉卡
· Offer choice of spray or electrical repellent.
提供杀虫喷雾剂或电驱虫熏香供客人选择
· Update guest profile background notes.
更新客史资料

Amenities 客用洗漱用品

Bathroom amenities not supplied or re-stocked
没有提供或补充卫生间的客用洗漱用品
Low
低
· Verbal apology by complaint receiver.
接到投诉的员工口头致歉
· Inform Housekeeping to replace amenities immediately.
通知客房部立即补充客用洗漱品
· A follow-up call in the next 10 minutes to ensure delivery.
10分钟以后跟进电话确保此项服务

Furniture/Fittings and Appliances家俱/设施设备

Door squeaky or noisy
开关门时发出噪音
Low
低
· Verbal apology by complaint receiver.
接到投诉的员工口头致歉
· Inform Engineering Dept. for immediate rectification.
通知工程部立即维修
· A follow-up call in the next 10 minutes to ensure delivery.
10分钟以后跟进电话确保此项服务
Defective table lamp or room lights
台灯或房间内的灯有缺陷
Low
低
· Verbal apology by complaint receiver.
接到投诉的员工口头致歉
· Inform Engineering Dept. for immediate rectification.
通知工程部立即维修
· A follow-up call in the next 10 minutes to ensure delivery.
10分种以后跟进电话确保此项服务
· If rectification is not possible within 20 minutes GSA moves guest to another room with upgrade of one level provided if necessary.
如果不能在20分钟内维修好，如有必要GSA给客人升级到下一个级别的房间。

Plumbing， heating， A/C工程

Air-conditioning not cold or too cold
空调不制冷或太冷
Low
低
· Verbal apology by complaint receiver.
接到投诉的员工口头致歉
· Inform Engineering Dept. for immediate rectification.
通知工程部立即维修
· If rectification is not possible within 20 minutes GSA moves guest to another room with upgrade of one level provided if necessary..
如果不能在20分钟内维修好，如有必要GSA给客人升级到下一个级别的房间。
· Complimentary F3 with an apology card sent to room.
提供客人免费F3水果盘并附致歉卡
Air-conditioning unit leaks
空调漏水
Low
低
· Verbal apology by complaint receiver.
接到投诉的员工口头致歉
· Inform Engineering Dept. for immediate rectification.
通知工程部立即维修
· If rectification is not possible within 20 minutes GSA moves guest to another room with upgrade of one level provided if necessary.
如果不能在20分钟内维修好，如有必要GSA给客人升级到下一个级别的房间。
· Complimentary F3 with an apology card sent to room.
提供客人免费F3水果盘并附致歉卡
Air-conditioning not working
空调失灵
Medium
中
· Verbal apology by complaint receiver.
接到投诉的员工口头致歉
· Inform Engineering Dept. for immediate
rectification.
通知工程部立即维修
· If rectification is not possible within 20 minutes GSA moves guest to another room with upgrade of one level provided.
如果不能在20分钟内维修好，GSA给客人升级到下一个级别的房间。
· Complimentary F3 with an apology card sent to room.
客人入住后提供客人免费F3水果盘并附致歉卡
· Update guest profile background notes.
更新客史资料
No hot water
没有热水
Medium
中
· Verbal apology by complaint receiver.
接到投诉的员工口头致歉
· Inform Engineering Dept. for immediate
rectification.
通知工程部立即维修
· If rectification is not possible within 20 minutes GSA moves guest to another room with upgrade of one level provided.
如果不能在20分钟内维修好，GSA给客人升级到下一个级别的房间。
· Complimentary F3 with an apology card sent to room.
客人入住后提供免费F3水果盘并附致歉卡
· Update guest profile background notes.
更新客史资料
Low water pressure
水压过低
Medium
中
· Verbal apology by complaint receiver.
接到投诉的员工口头致歉
· Inform Engineering Dept. for immediate rectification.
通知工程部立即维修
· If rectification is not possible within 20 minutes RSM moves guest to another room with upgrade of one level provided.
如果不能在20分钟内维修好，GRM给客人升级到下一个级别的房间。
· Complimentary F3 with an apology card sent to room.
客人入住后提供免费F3水果盘，并附致歉卡
· Update guest profile background notes.
更新客史资料
Shower door leaks and wets the bathroom floor
淋浴门漏水，弄湿卫生间地面

Medium
中
· Verbal apology by complaint receiver.
接到投诉的员工口头致歉
· If rectification is not possible within 20 minutes GSA moves guest to another room with upgrade of one level provided.
如果不能在20分钟内维修好，GSA给客人升级到下一个级别的房间。
· Complimentary F3 with an apology card sent to room.
客人入住后提供免费F3水果盘并附致歉卡
· Update guest profile background notes.
更新客史资料
Toilet overflows
马桶外溢
High
高
· Verbal apology by GRM/MOD.
GRM/值班经理口头致歉
· If rectification is not possible within 20 minutes GRM moves guest to another room with upgrade of one level provided.
如果不能在20分钟内维修好，GRM给客人升级到下一个级别的房间。
· Complimentary F2 with an apology card sent to room.
提供客人免费F2水果盘并附致歉卡
· Update guest profile background notes.
更新客史资料
Toilet cannot be flushed
马桶不冲水
High
高
· Verbal apology by GRM/MOD.
GRM/值班经理口头致歉
· Inform Engineering Dept. for immediate rectification.
通知工程部立即维修
· If rectification is not possible within 20 minutes GRM moves guest to another room with upgrade of one level provided if necessary.
如果不能在20分钟内维修好，如有必要GRM给客人升级到下一个级别的房间。
· Complimentary F2 with an apology card sent to room.
提供客人免费F2水果盘，并附致歉卡
· Update guest profile background notes.
更新客史资料

TV/Entertainment/Internet电视/娱乐/因特网

Defective TV set or TV remote control
电视机或遥控器有缺陷
Low
低
· Verbal apology by complaint receiver.
接到投诉的员工口头致歉
· Inform Engineering Dept. for immediate rectification.
通知工程部立即维修
· If rectification is not possible within 20 minutes GRM moves guest to another room with upgrade of one level provided.
如果不能在20分钟内维修好，GRM给客人升级到下一个级别的房间。
· A follow-up call in the 20 minutes to ensure delivery.
20分钟以后跟进电话确保此项服务

Noise/Smell噪音/气味

Excessive noise from other rooms
其他房间产生的巨大的噪音
Low
低
· Verbal apology by complaint receiver.
接到投诉的员工口头致歉
· Check to identify rooms causing excessive noises.
检查并确认产生噪音的房间
· Politely contact guests in the identified rooms to lower down the volume of noises.
礼貌地请客人降低音量
· After 20 minutes with Security check that noise from identified room(s) has ceased.
保安部20分钟后检查确认的房间是否还有噪音
· If noise has not ceased, knock on door and politely once again ask guest to lower the volume of noises due to other guests having difficulty with sleeping.
如果噪音没有停止，有礼貌地再次敲门让客人减少噪音避免影响其他客人睡觉
· An apology card sent to guest room following day.
第二天送致歉卡致客人房间。
Excessive noise from air-conditioning unit
空调机产生的巨大噪音
Medium
中
· Verbal apology by complaint receiver.
接到投诉的员工口头致歉
· Inform Engineering Dept. for immediate rectification.
通知工程部立即维修
· If rectification is not possible within 20 minutes GSA moves guest to another room with upgrade of one level provided if necessary.
如果不能在20分钟内维修好，如有必要GSA给客人升级到下一个级别的房间。
· Complimentary F3 with an
apology card sent to room.
提供客人免费F3水果盘并附致歉卡
Non-smoking room smells of smoke
非吸烟房间有烟味
Medium
中
· Verbal apology by complaint receiver.
接到投诉的员工口头致歉
· If guest still do not feel comfortable with any lingering smoke smell， offer a room change.(GSA/GRM to ensure the new room assigned to guest is smoke smell free prior to
escorting guest there)
如果客人对滞留的烟味感到不舒服，立即换房（GSA/GRM确保新的房间没有烟味并且护送客人进入房间）
· Inform Housekeeping to freshen-up the room(i.e. sending dry flowers with some drops of essential oil to room)
通知客房去除房间烟味（例如准备一些带有浓缩香味的干花放置到房间内）
· Complimentary F2 with an apology card sent to room.
提供客人免费F2水果盘，并附致歉卡
· Update guest profile background notes.
更新客史资料

Bedding/Linen 床上用品

Pillow too hard or too soft
枕头太硬或太软
Low
低
· Verbal apology by complaint receiver.
接到投诉的员工口头致歉
· Politely ask guest on pillow type preference.
礼貌询问客人枕头的喜好类型
· Inform Housekeeping for pillows to be sent to
room immediately.
通知客房部立即把枕头送到客房
· Update guest profile background notes.
更新客史资料
Others其他

Defective Key Card
钥匙卡有缺陷
Low
低
· Verbal apology by complaint receiver.
接到投诉的员工口头致歉
· Immediately replace with new room key.
立即更换钥匙卡
· Have a bellman escort guest to ensure room
door can be opened.
请行李生护送客人至房间确保钥匙打开房门
· An apology card sent to guest room.
送致歉卡致客人房间。
Theft of guest belongings from room(CONFIRMED)
客人置于房间内的财物被窃(已确认的)
High
高
· GM/GRM/MOD personally apologize to guest.
GM/GRM/值班经理亲自致歉
· Obtain all relevant details relating to the theft. Advise member of the Executive Office & Finance
获得偷窃的相关详细资料, 通知行政办公室及财务部相关人员
· Offer a room change with upgrade to the next best room category.
提供客人换房并升级至下一级别最好房间
· Complimentary F2 with an apology card sent to room.
提供客人免费F2水果盘（deluxe fruit bowl），并附致歉卡
· Ask guest whether necessary to involve local PSB.
限性询问客人是否需要联系当地公安机关
· With the co-operation of Security Dept. and PSB conduct a detailed investigation on the thievery.
配合保安部及公安局开展详细调查

· GRM/MOD to ask guest to send cost of said stolen items and to provide where possible receipts.
GRM/MOD询问客人所丢失物品的价值如有可能提供相关的购物发票
· Incident Report
事故报告

In-Room
Dining
Timeliness时间

In-Room Dining meals delivered late
客房送餐时间过长
Low
低
· Verbal apology by complaint receiver.
接到投诉的员工口头致歉
· Immediate follow-up on food delivery within the next 15 minutes.
15分钟内立即跟进食品的传递
· Offer guest complimentary coffee/tea or dessert.
提供客人免费的咖啡/茶或甜点

Preparation准备

Poor Food and Beverage quality
质量差的食品和酒水
Low
低
· Verbal apology by complaint receiver.
接到投诉的员工口头致歉
· Offer to replace with a new dish.
立即给客人更换
· Courtesy approach by Outlet Manager.
餐厅经理礼貌的询问客人
Food items missing in the order
漏掉了客人点单上的食品
Low
低
· Verbal apology by complaint receiver.
接到投诉的员工口头致歉
· Confirm order again and ensure item is served
within the next 15 minutes.
确认客人的点单并确保在15分钟内提供菜品
· Offer guest complimentary coffee/tea.
提供客人免费的咖啡/茶
· Follow-up on guest satisfaction.
跟进确保客人满意
Food not prepared according to guest specifications made during order
没有根据客人的要求准备食品
Medium
中
· Verbal apology by complaint receiver.
接到投诉的员工口头致歉
· Confirm guest specification again and offer to replace with a new dish within the next 15