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-Rec-11-03 Guest locator.doc

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1、LOCAL STANDARD OPERATING PROCEDURESLSOP No.:RM-FO-GS-11-03Effective Date:Division:RoomsRevised Date:Section:Front OfficePrepared by : Approved by:_SUBJECT:Guest Locator _OBJECTIVE目的：It means guest might not in his room or she/he is in somewhere else of the hotel during some period of time in case so

2、meone is looking for him/her. In addition, if guest requested “DO Not Disturb” service, etc. we need to update the information in his function.PROCEDURES 程序： 1. Inform caller politely that guest information cannot be disclosed.礼貌地告知来电者客人的信息不方便对外透露。2. Ask the caller if he would like to speak to the g

3、uest and connect him to the guests room or take a message.询问来电者是否转接电话给住店客人或是提供留言服务3. Confidential stay request (some guests may ask that no one disclose that they are staying in the hotel) - In this situation, inform the caller politely that the guest is not staying in the hotel.对于要求提供“全保密服务”的客人(即住店

4、客人不想被其他人知道其入住在本酒店)，应礼貌并有技巧地回答本酒店没有这位客人入住。4. Do not disturb - inform caller politely that guest have left instructions that he or she is not to be disturbed and a message should be taken.对于要求提供“免打扰”服务的客人，礼貌地告知来电者客人当前为“免打扰”状态并询问是否可提供留言服务。5. GSM must be alerted if caller persists in wanting to talk to

5、the guest.如果来电者坚持要求与客人通话，应通知宾客服务经理.6. Where a caller requests information such as, hotel occupancy, average rate, names of long stay guests, names of companies frequently to the hotel, etc. refer call to the Guest Service Manager.作为酒店的一员，当客人(电话)问询敏感的酒店信息时要严格保密。敏感信息包括：酒店出租率、平均房价、长住客人名单、合同公司名单等，请告知宾客服务经理处理。7. If the caller persists notify the Front Office Manager.如果对方坚持询问，请通知前厅部经理Reviewed by : Approved by: _ Division Head General Manager2