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-13-03 Guest Request & Action记录并完成宾客要求.doc

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1、LOCAL STANDARD OPERATING PROCEDURESLSOP No.:RM FO GS -13-03Effective Date:Division:Front OfficeRevised Date:Section:ReceptionPrepared by : Approved by:SUBJECT:Guest Request & Action 记录并完成宾客要求_OBJECTIVE目的：Guest request is the first priority during our daily job.客人需求需永远放在每日工作的第一位。POLICY政策：Requests rec

2、eived directly from guests or through guest service center must be properly recorded and handled immediately.客人的要求必须准确记录并立刻落实。PROCEDURES 程序： 1. There are various requests that a guest can make during their stay. These requests must be recorded and action taken to meet the request. The Guest Service

3、Manager must monitor these requests, so changes can be instigated in the service delivery to meet and exceed the guests expectations. 在居住期间，客人有可能提出各种要求，客人的要求必须准确记录并立刻落实。宾客服务经理负责整理客人要求，以便改进工作并超越客人的期望。2. There are two types of guest requests. One is requests that can be answered immediately. The secon

4、d type is requests that might need communication with other departments.客人要求可以分为两种。第一种要求是自己部门可以解决的要求，第二种是需要其它部门协助解决的要求.3. When a request is received from a guest, listen to the guest request carefully and decide what action can be taken. Advise the Guest of the action, Contact the appropriate associ

5、ates, and forward the request. Ask the associates to report back to you on completion of the task. Check so the task has been completed if no confirmation has been received within 20 minutes, or earlier depending on the nature of the request.当接受客人要求时，仔细聆听并思考如何解决。告诉客人采用的解决方式。联系相关部门，转达客人要求。要求相关部门完成后通知

6、结果。根据客人要求的内容在20分钟后或指定的时间如果没有结果，要打电话核实客人的要求是否已落实。4. The Duty Engineer will be called for any urgent maintenance problems in occupied rooms, such as以下紧急维修可以联系值班工程师：n Air Conditioning not working房间空调不工作n No Hot Water无热水n Television not working房间电视维修5. The Housekeeping Coordinator can be contacted for:

7、以下情况可以联系管家部：n Make up room requests房间打扫n Change in departure date for a guest更改客人的离店日期n Requests for “rush” rooms to be cleaned赶房情况n Delivery of additional room items and items for loan送备品和出借物品6. Housekeeping can be contacted for requests for laundry and dry cleaning collection from guests rooms.客人要求洗衣服务时可以联系客房部.Reviewed by : Approved by: _ Division Head General Manager2