国际酒店前厅前台操作程序手册-SOP Rec 64 Using guest preference card.DOC

Standard Operation Procedures / Front Desk标准操作程序/前台STANDARD OPERATION PROCEDURES标准操作程序RECEPTIONIST前台接待国际酒店管理手册前厅/客房/餐饮/营销/工程/保安/质检/人事/行政/资料DEPARTMENT部门: Front Office JOB TITLE职务: Receptionist Guest History Coordinator TASK NO任务编号: 64TASK: Using guest preference card (Page 1of 1) EQUIPMENT REQUIRED设备要求设备要求: Fidelio/Guest Preference CardWHAT TO DO要做什么要做什么HOW TO DO如何去做如何去做 IT如何去做如何去做WHY为什么 Note guest preference onto padDrop completed notes into designated box in respective DEPARTMENT部门sGuest history coordinator collect Guest preference padsRead the Guest history pads and select the notes which can be usedInput guest preference into computerRecord all returns of Guest preference pad. All hotel staff who has chance to contact guest, should note down guest preference onto the guest preference card as following* Note specific guest preference on pad at every opportunity or in the event that a terminal is not accessible to input directly.* When communicating with guests at any time, note guests like or dislike* Observe guest habits especially if guest is long staying or repeat.* If guest is golden circle guest, note down any guest comment on golden circle program.Notes are to be dropped into the tray or box at the end of each shift.Guest history coordinator collects Guest preference pads from the box on regular basis.Guest history coordinator selects the note, which can be used in the long term and valuable comment.Input guest preference into “remark” of guests profileFile all return of Guest preference pad All hotel staff have responsibility to care for guest preferenceStaff should be carefully, positive and initiative to take care of guest preference.Centralize all Guest preference pads Ready for updating guest profileOnly valuable comment will be input guest profileEnsure other colleagues can read it in computer at anytimeFor record purpose.PREPARED BY编写人: APPROVED BY批准DESIGNATION名称Front Office Manager前厅经理前厅经理SIGNATURE/DATE签名/日期签名/日期DESIGNATION名称SIGNATURE/DATE签名/日期签名/日期-酒店管理手册前厅、客房、餐厅、人事、保安、工程、营销、行政、总经办开业、入职、招聘、设计、程序、标准、SOP