酒店团队接待程序标准操作(共18页).docx

精选优质文档-倾情为你奉上酒店团队接待程序标准操作（中英文）2014-07-01 酒店团队接待程序标准操作Guest Expectation 客人期望:I expect my arrival experience to be smooth, quick and flawless. I expect to be assisted by friendly staff that provide assistance for my needs and help me to handle my group efficiently. I expect constant effective communication with designated hotel representatives. I expect the bill to be accurate and the staff prepared in advance.我希望到店体验是顺利的、快捷的、完美的。我希望友好的员工能帮我解决我的要求,并高效地处理我的团队。我希望能与酒店代表做持续有效的沟通。我希望帐单要准确，员工要提前准备帐单。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 guests. 我们必须为客人提供高效、无误、谦恭的服务。2. We must understand what our guest need and want.我们必须理解客人的需要及需求。3. We must maximize guest satisfaction 我们必须使客人满意度最大化。4. Improve hotel business. 改善酒店业务情况。5. Improve GSTS score. 提高客人满意度测试分数。6. Demonstrate our professionalism. 展示我们的职业道德。STEPS步骤How / Standards 标准Pre Convention Meeting.班前会议The Sales Manager must organize and conduct a pre convention meeting 1 week prior to the arrival of a conference group or a group which requires special attention or has a high number of guest rooms ( 100+) 销售经理必须在会议团或需要特别关注的团队或高客房预订（100间以上）到店的前一周组织并召开会前会议。The content of the meeting ensures that all requirements are met and the Group leader is introduced to the main contact employees in the hotel. 会议内容要确保满足所有需求，要把团队负责人介绍给酒店的主要联系人。Participants: FOM, Exec. HK, Ass. Manager, Guest Relations, Accounting, F&B Manager. 参与者：前厅经理，行政主任，客房，大堂副理，宾客关系主任，财务部，餐饮部经理。In the absence of the DH the Assistant must participate. 在DH不在时，副手必须参加。Points to be discussed are:要讨论的要点有：Billing instruction 付帐说明Signature authorization 签字授权Evening planning 晚会计划Final numbers of Conference finalized最终确定的与会人数 Gift distribution 分发礼物Audio visual finalization 确定视听装备Group pre-arrival Meeting团队会前会议A “Group “Pre arrival Meeting” needs to be conducted by the Sales Representative prior to group arrival, at least 2 days prior to arrival. 销售经理要在至少团队到店两天前召开团队会前会议。This is summary briefing of the pre con meeting which informs about any changes and reminds of requests to ensure smooth operation. 这是一次会前会议的总结汇报，要告知有何变化及提醒有何要求，以便确保顺利运作。Every single detail has to be reviewed and finalized in the meeting, for follow up. E.g. Billing, special requests as pick-up, F&B arrangements, Flower orders, welcome desk, check in time, check out time. 要在会议上核实并确定每一个单独的事项以便跟进。例如. 帐单，接送特殊请求，餐饮服务准备，订花，欢迎台，入住时间，离店时间Group Check-in venue should be confirmed and reserved accordingly. 确认团队登记入住地点及相应的准备情况。FO Briefing 前厅交班会The Assistant Manager will brief all employees prior to the shift about all details上班之前，大堂副理要向所有员工通报详细情况。Details all FO employees must know所有前厅部员工都要知道的详细情况Brief the staff about Check-in venue, Arrival Reception, Event orders, outside catering, breakfast arrangements, group arrival time, check out time, billing instructions Etc. 向员工汇报登记入住地点，到店接待处，事务顺序，店外餐饮业，早餐服务，团队到店时间，离店时间，帐单说明等等。Front Desk Action 前台的行动Front Desk assigns correct room types, according to guest requests, guest preferences and the time of arrival. 前台要按照客人要求，客人喜好及到店时间为客人合理地分房。Adjust room category according to inventory, and take into account specific requirements for airline crews and groups. 根据情况调整房间并要重视乘客及团队的特殊要求。The Reservation is to double-check the Routing Instruction in the computer and inputting comments, check-out messages and billing information into the computer. 预订部要在电脑中复查行程说明并把注释、离店消息、帐单信息输入电脑。Review Group Order once again, to ensure that all guests requests are fulfilled and every single detail is attended to. 再次核实团队需求。要确保满足了所有客人的需求以及要关注每个独立的事项。Night Manager Action夜班经理的行动Over Night Manager has to double check the group master account in the computer, to ensure the rates, charges are correct. 夜班经理要在电脑中复查团队总帐以确保房价, 其他费用准确无误.Group Check-in preparation团队入住准备Reservation arranges group transportation with Coach Service. (if applicable) 预订部要为团队安排长途汽车的交通服务。（如果可以的话）Follow up on F&B跟进餐饮部Sales Manager will follow up with F&B about Dining Arrangements as well as meeting arrangements. 关于就餐安排及会议安排，销售部经理要跟进餐饮部。Follow up on rooms 跟进客房We must try our best to ensure that rooms are ready prior to group arrival. If the room allocation cannot be completed, always hand over to the Supervisor/ Assistant Manager to follow up. 我们必须尽力确保在团队到店之前把房间准备好。如果未完成分房，务必要交给主管/大堂副理做跟进。Night activities夜班的行动Brief the Over Night front desk staff about the group arrival information.把团队到店信息向夜班前台员工通报。Over Night shift must prepare the registration cards and cut the keys. 夜班要准备登记卡及钥匙。Dont change the room allocations if the keys have been distributed to the group leader. 如果钥匙已分发给团队领导就不要改变分房。The Night Manager has to brief all the Front Desk Staff about room availability and other group related information. 夜班经理要把房间可用情况及其他相关团队信息向所有前台员工通报。HSK activities客房的行动Amenities for group members have to be placed into the guest rooms by Housekeeping prior to arrival or during the turn down service. 客房部要在团队到店前或在夜床服务期间把客人用品放入客房。This depends on the guest request. 这取决于客人要求。Morning shift早班Take over from overnight shift.接过夜班的工作。Follow up the room allocation and prepare for the early arrivals.跟进分房并为早到做准备。Follow up with Housekeeping about the rush rooms. 与客房跟进抢房事宜。Rush the rooms with Housekeeping Department and obtain a VCI time for all rush rooms from Housekeeping.与客房部抢房并从客房部得知抢房所需时间。Inform the relevant departments if you change the group allocations. The Group Leader also needs to be informed. 如果你更改团队分房，要通知相关部门。也要通知团队领队。Group Check-in Procedure团队登记程序Confirm with Housekeeping or Room Service to ensure amenities have been placed into the guests rooms and set ups are done properly. 向客房部或房间服务部做确认，以保证客人用品已放入客房且安置完备。Above tasks will be carried out by the Front Desk and reconfirmed by the Assistant Manager. 前台要执行以上任务，大堂副理要再次确认。Ensure Group Reception is well organized.确保团队接待组织有序。Block the Check-in Venue 2 hours prior to group arrival. 在团队到店前的两小时准备好登记处。Check in the guests in the computer as soon as keys are distributed. 一但发放钥匙，则在电脑中做入住登记。Place the registration cards on the table by alphabetic order. 把登记卡按字母顺序放在前台。Make sure there are enough pens for group registration. 要确保做团队登记有足够的笔。Double-check and ensure there is no Room Rate printed on the registration cards. 复查并确保不要在登记卡上打印房价。Double-check and ensure there is no Room Rate printed on the registration cards. 复查并确保不要在登记卡上打印房价。Ensure there is enough staff available upon check-in. 要确保登记处有足够的员工。Ensure the hotel driveway is clear for group arrival. And that the Doormen and Security guards are well informed and organized。要为团队到店确保酒店车道清洁。确保通知并组织门童及保安。Welcome the group in front of the hotel entrance, and lead the guests to the Group Reception Area for check-in. 在酒店门口欢迎团队客人，带领客人到团队接待区做入住登记。Ensure all guests are taken care of and welcome drinks are served. 确保要照顾到所有客人并提供欢迎茶。Welcome Speech by the Sales Manager if necessary. 必要的话，销售经理要致欢迎词。Have all group members registered and signed. 要登记所有团队成员并让他们签字。Collect a deposit for incidental charges. Refer to “Advance Deposit” Procedure if not otherwise required. 收取杂费押金。如果没有其他要求，就按照“缴预付金”程序。Every Operational Departments should have a copy of the Group Order after the check-in. 登记入住后，要给每一个运作部门发放一份团队通知单。Assistant Manager should alert the Department Heads immediately if error occurs. 如果产生错误，大堂副理立即要告知部门领导。Distribute the keys.分发钥匙。The Hostess continues to serve the welcome drinks. 女服务员要一如既往地提供欢迎茶服务。Confirm the Wake up call time, breakfast time and venue, departure transportations, luggage collection time and hotel departure time. 确认叫醒时间、早餐时间及地点、离店的交通服务、取行李时间及离店时间。Check in the guests in the computer. 在电脑中登记入住。Hand over the registration cards to the Front Desk Administrator for modification. 把登记卡交给前厅主管以便修正。Group Check-out procedure团队离店程序Ensure all the supporting documents are collected from operating departments. 要确保从运作部门收集到所有支持性凭证。The Assistant Manager has to review the billing with the Group Leader/Sales Coordinator the day before departure. 大堂副理要在团队离店的前一天与团队领导/销售协调员合适帐单。Print out the invoices for the Travel Agent Account and go through each single charge with the Tour Leader and ask him to sign on the bill. 打印出旅行社账户的发票并与导游仔细检查每一项费用并请他在账单上签字。Review the incidental charges and ensure there are no duplicate charges. 检查杂费，要确保无重复收费。Assistant Manager must ensure that all billing instructions are adhered to. All the incidental charges must be settled completely prior to group departure. Group luggage will be released after the payment confirmation is made. 大堂副理必须确保附上了所有账单说明。团队离店前要完全结清所有杂费。当付款确认后，才能取出行李。Summary questions问题小结:1. a) Who attends the meeting? (7 pax )谁要参加会议？（7人）b) What points are discussed (6) 要讨论哪些问题？（6个）2. a) Why does the Sales Manager have to organize the Group Arrival Meeting at least one week before the group arrives? 为什么销售经理要在团队到店至少一周前组织召开团队到店会议？b) What is its purpose 目的是什么？3. Who briefs the Front office staff and when is this briefing conducted? 做简报时，谁要向前厅部员工做汇报？4. There are some details all Front Office Staff must know. What are they? (8 were mentioned) 前厅部员工必须知道的详细情况。是什么？（8个要点）5. What are the actions Reservations must perform? (5 specifics were mentioned)预订部要采取什么行动？（提到了5项具体行动）6. What does the Night Manager action? (1 thing) 夜班经理要采取什么行动？（1件事）7. Who arranges Group transportation with the Coach Company? 由谁来与长途汽车公司衔接，安排团队交通服务问题？8. Whose job is it to follow up with F&B about special requirements? 与客房部跟进特殊要求是谁的工作？9. Whose job is it to follow up that the Rooms are ready for the arriving group? Who follows up? 跟进为到店团队准备房间一事是谁的工作？又谁来做跟进？10. Night activities what do they entail? 夜班的行动 他们需要做什么？11. Housekeeping activities what do they entail? 客房的行动 他们需要做什么？12. Morning Shift activities what do they entail? 早班的行动 他们需要做什么？13. Who instructs Room Service or Housekeeping to put amenities in the room? 由谁来通知房间服务部或客房部安置房间物品？14. a) When doe the Ast Manager check the group billing and who does he check it with?何时大堂副理要检查团队帐单？他和谁一道检查呢？b) Who ensures all the supporting documents are collected from operating departments? 由谁来确保从所有运作部门收集到全部的支持性凭证？c) What does the Tour Leader have to sign? 导游要在哪里签字？d) What should we do if the guest disputes the incidental charges? 如果客人对杂费有争议，我们应该怎么做？专心-专注-专业