前厅部前台岗位技能培训标准国际星级酒店宾馆手册 RM-FO-GS-04-01 Virtual Concerige 虚拟礼宾.doc

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1、LOCAL STANDARD OPERATING PROCEDURESLSOP No.:RM FO GS-04-01Effective Date:Division:Front OfficeRevised Date:Section:ReceptionPrepared by : Approved by:SUBJECT:Virtual Concierge 虚拟礼宾_OBJECTIVE目的：Ambassadors get through with the virtual concierge.大使了解虚拟礼宾服务.并根据客人的需求提供相应的服务.POLICY政策：Each Ambassador get

2、used to find guests preference and noted it for further identify所有大使了解并记录客人的特殊喜好,形成客史资料,以便为客人提供更人性化服务.PROCEDURES 程序： Marriotts Virtual Concierge- It means a communication tool offers guests the opportunity to request amenities or services specific to their needs, before they arrive to our hotel must

3、 be checked and followed.万豪的虚拟礼宾服务是酒店提供给客人的一种沟通工具，客人通过网络提出自己的需求，酒店相关负责人会在客人到店前查询并按照客人要求做相应安排。Some amenities that a hotel may offer below:虚拟礼宾服务所提供便利服务如下：1. A food and beverage pair(a fruit and cheese plate with a recommended wine)食物酒水（水果甜品盘及推荐的酒水）2. Foam / Feather Pillows 泡沫或羽毛枕头3. Extra Towels 额外的毛

4、巾4. Early arrival and late check out request 提前到店及延迟退房5. Cribs and Rollaway 婴儿床及成人床6. Transportation service 用车服务7. Order flower 订花8. Room upgrade and so on. 房间免费升级等Guests also have the option of writing a note to alert the Reception of a birthday, anniversary, allergies or other special requests. O

5、nce guest choice the Virtual Concierge, the system will be submit the email to hotel automatically.客人也可选择留言给酒店前台告知有特殊庆典，如生日，周年纪念，过敏信息或其他特殊要求，一旦客人使用的虚拟礼宾服务，系统会自动发送邮件到酒店。AFOM/Chief Concierge will reply guest email according the guest request.前厅部经理及礼宾司会回复客人的邮件。After confirmed with guest by email, we need to put all entire requests in guest reservation.和客人确认所有服务要求后，要把客人的说有要求输入系统中。Must be prepared all requests items in the room before guest arrival.必须在客人到店前做好所有安排。Reviewed by : Approved by: _ Division Head General Manager2