酒店客房管理流程制度 SP-RM-BU-A025如何收集客人的喜好.doc

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1、国际酒店客房操作程序手册Housekeeping客房标准操作程序Hotel Room Management Training Manual国际酒店客房手册International Hotel Room Handbook 酒店客房的重要性：负责组织和安排客房和公共区域的清扫工作，督导、培训和考核下属员工按标准和流程实施清扫和服务工作，确保酒店客房干净与设施完好，满足客人的服务需求，并负责客房物品的管理，协助工程人员完成客房和公共区域的维修项目。除了详细了解顾客的最初喜好等，在贴身服务的过程中，贴身管家需从多方面仔细观察客人的需求，如果提前发现客人下一步需要什么样的服务，需立刻行动起来，让客人还

2、没提出要求就可以享受到贴心的服务。但是服务必须灵活，得按照一定的流程和规律，也要坚持原则，首先要衡量已入住的顾客所提出的要求是否合理，如不能违反国家法律相关规定、不能侵犯其他客人的正当权益等；有特殊状况发生时，需逐级请示，不能擅自向客人许诺或脱离工作范围。如曾经有一位客人要求贴身管家充当昆明导游的身份，让其带他到昆明各风景区旅游，但贴身管家说服客人可以安排专职导游，可以更好地提供专业和理想的服务，得到了客人的理解和支持Standard & Procedure上海xxxx大酒店标准与程序Position: Butlers职位：专职管家Department: HousekeepingDept. H

3、ead: 部门：客房部部门经理：xxxxHM Approval: Date: 酒店经理批准：xxxx日期：Task: How to collect Guests Needs & PreferencesCode: RM-BU-A025任务：如何收集客人的喜好序号：RM-BU-A025Standard: We will be collecting Guests Needs and Preferences at every opportunity by observations, listening to the Guests, analyzing and accurately recording

4、pertinent information into our Guest History. We are obtaining this in order to provide the services and needs of our Guests before they need to ask.标准：我们会利用任何机会(如观察、倾听客人的陈述，分析并准确记录恰当的信息的方式)来收集客人的需求与嗜好并记录在客人资料库中，以便在客人开口之前为客人提供服务。Procedures:1. All Butlers will listen carefully in detail and record al

5、l Guest Request and questions.2. Shift leader/Butlers of each shift will consolidate all Needs and Preferences into the OPERA system, guest profile in an organized manner. The guest preference shall go into the following categories:o Arrival needso Daily actionso Preference o Problemso Solutionso Gi

6、fts3. The following are some examples of needs and preferences of Guests:a. Likes Bananasb. Likes Pepsi, do not like Coco Colac. Sleeps on the Right Side of the Bedd. Likes Cappuccinoe. Prefers USA Today newspaperf. Enjoys Baileys on the Rocks after dinner.g. Requires extra Blanketh. Enjoys Chinese

7、Opera4. Other than listening, all Butlers are required to observe Guest needs and preferences by inspecting Guest Room. Again, record on Log Book.5. Collection of Guest Needs and Preferences will be the responsibility of all Associates. For example, Room Attendants should advise Butlers on certain o

8、bservations or request received from the Guests. Butler will then record in logbook whilst gaining knowledge of those guests.6. Listen and write down ALL Guest request and questions, in order to proper obtain all Preferences.程序：1. 所有的专职管家将仔细倾听和记录所有客人的要求和问题的细节。2. 每一个班次的领班/专职管家应该把所有客人的喜好以一种有组织的方式整合并记录

9、在OPERA系统里，客人的喜好应该包括以下内容：o 抵达需求o 每日所需o 喜好o 产生的问题o 解决结果o 礼物3. 以下是客人需求与喜好的一些例子：a. 喜欢香蕉b. 喜欢百事可乐，不喜欢可口可乐c. 喜欢睡在床的右边d. 喜欢喝卡布其诺e. 爱看报纸今日美国f. 喜欢在餐后喝 Bailey酒 g. 要求加毛毯h. 喜欢中国戏剧4. 除了倾听，所有的专职管家要求做到通过检查客房来收集客人的喜好。然后，再次记录在交班本上。5. 收集客人的需求与喜好是所有员工的责任。例如，客房服务员应该在观察或接到客人的要求后告知专职管家客人的喜好。然后，专职管家将把得到的那些客人的喜好记录在交班本上 。6.

10、 为了更好地收集所有客人的喜好，必须倾听并记录下所有客人的喜好和问题。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附件：酒店各部门英文缩写总经理办公室:GM 人力资源部:HR 财务部:FN 销售部:S&M餐饮部:F&B 前厅部:FO客房部:HSKP 工程部:ENG 保安部:SEC 康乐部:ENT 市场传讯部MC酒店各职位英文缩写GM-GENERAL MANAGER 总经理 DGM-DUTY GENERAL MANAGER 副总 DOR-DIRECTOR OF ROOMS 客务部总监 AM-ASSISTANT MANAGER 大堂经

11、理 DOM-DIRECTOR OF SALES&MARKETING 销售部总监 FO-FRONT OFFICE 前厅部 FOM-FRONT OFFICE MANAGER 前厅部经理 CON-CONCIERGE 礼宾部 BC-BUSINESS CENTER 商务中心 F&B-FOOD&BEVERAGE 餐饮部 ENG-ENGINEERING 工程部 HR-HUMAN RESOURCES 人力资源部FN-FINANCIAL DEPARTMENT 财务部 FC-FINANCIAL CONTROLLER财务总监 行政总厨 A.T.K Administrative total kitchen收益管理经理

12、 Revenue ManagerRECP-RECEPTION 接待处 HSKP-HOUSEKEEPING DEPARTMENT客房中心酒店职位英语 董事长 Board Chairman (Director)董事总经理Managing Director经济师Economist首席会计师 Chief Accountant总经理General Manager副总经理Deputy General Manager (Vice)驻店经理Resident Manager总经理行政助理Executive Assistant Manager总经理秘书Executive Secretary总经理室Executiv

13、e Office (G.M office)机要秘书Secretary接待文员Clerk副总经理Vice General Manager总经理助理Assistant to General Manager总经理秘书Secretary to General Manager行政秘书Executive Secretary人力资源部Human Resources Division人事部Personnel Department培训部Training Department质检部Quality Inspection Department员工关系部 Staffing Relationship Department

14、人力资源开发总监Director of Human Resources人事培训经理 P&T Manager人事部经理Personnel Manager培训部经理Training Manager质检部经理Quality Inspection Manager人事主任Personnel Officer福利劳资员 Payroll Clerk培训主任Training Officer行政部主任 Executive Officer秘书Secretary员工事务长 Staff Purser车队队长 Driver Captain Chief Driver 员工宿舍管理员 Dormitory Keeper员工餐厅

15、勤杂工 Staff Restaurant Cleaner司机 Driver更衣室管理员：Staff Lockers Rooms Keeper翻译兼英语教师：English Translator & Teacher 市场营销部Sales & Marketing Division 销售部Sales Department公关部Public Relation Department市场营销总监Director of Sales and Marketing销售部经理Director of Sales公关经理Public Relation Manager宴会销售经理Banquet Sales Manager

16、销售经理Sales Manager宴会销售主任Banquet Sales Officer销售主任Sales Officer高级销售代表 Senior Sales Executive 销售代表 Sales Executive 公关代表 P.R. Representative 公关部经理Public Relation Manager公关部主任Public Relation Supervisor 高级客户经理Senior Account Manager资深美工Senior Artist美工Artist销售部联络主任Sales Coordinator计划财务部Finance and Accountin

17、g Division财务部Accounting Department成本部Cost-control Department采购部Purchasing Department审计部 Auditor Department 财务总监Financial Controller (Director of Finance)财务部经理Chief Accountant成本部经理Cost Control manager结帐经理Cashier Manager信用审计经理Credit Manager采购部经理Purchasing Manager采购部主管Purchasing Officer 总出纳Chief Cashie

18、r仓储领班 Store Room Captain营业点结帐领班F&B Cashier Captain总台结帐领班F/O Cashier Captain夜审计员 Night Auditor信用管理员Credit Clerk应收款管理员 A/R Clerk往来款结算员Accounting Clerk收入费用结算员 Accounting Clerk成本核算员 Cost Clerk验货员Receiving Clerk信息管理员Information System Clerk文员Secretary食品采购员Purchasing Clerk - F&B物资采购员Purchasing Clerk - Mat

19、erial食品保管员Storeroom Keep - F&B物资保管员 Storeroom Keep - Material餐厅收款员 F&B Cashier总台收款员 F/O Cashier保健部技术经理Health Technical Manager 保健部主管Health supervisor康乐部Recreation and Entertainment Department舞台总监：Stage Performance Director 艺术总监：Arts Director消防员：Fireman 拓展部经理：Marketing Manager 楼面经理：Service ManagerDJ部

20、高级工程师：DJ Senior Engineer康乐主管：Recreation Center SupervisorDJ部主管：DJ Supervisor舞台主任：Stage Performance Supervisor康乐领班(楼面部长)：Captain DJ部长：DJ Captain 舞厅服务员：Waiter/Waitress健身房服务员：Gymnasium Attendant桌球服务员：Billiard Attendant主持：Preside演员：Actor& Actress服务员：Waiter & WaitressDJ员：DJ咨客：Hostess房务部Room Division前厅部Fr

21、ont Office Department客房部（管家部）Housekeeping Department预订部Reservation Department宾客关系主任Guest Relation Officer资深销售中心预订员Sales Center Senior Reservation Clerk销售中心主任Sales Center Supervisor礼宾部经理Chief Concierge行李员Bellboy女礼宾员Door Girl礼宾司Door Man客房总监Director of Housekeeping前厅部经理Front Office Manager前厅部副经理Asst .

22、Front Office Manager 大堂副理Assistant Manager宾客关系经理 Guest Relation Manager礼宾主管Chief Concierge客务主任Guest Relation Officer接待主管Chief Concierge接待员Receptionist 出租车订车员Taxi Service Clerk行政管家Executive Housekeeper行政副管家Assistant Executive Housekeeper房务中心文员Room service Clerk 楼层主管Floor supervisor楼层领班Floor Captain客房

23、服务员Room Attendant洗衣房经理Laundry Manager 公卫主管：PA Supervisor 洗衣房主管：Laundry Supervisor 布草主管：Uniforms Supervisor 服务中心领班：Service Center Captain 公卫领班：PA Captain 水洗领班：Laundry Captain 干洗领班：Dry Clean Captain 布草领班：Uniforms Captain 仓管员：Store man 清洁工：P.A. Man 客房服务员：Room Attendant 缝纫工：Seamstress 熨烫工：Presser 洗涤工：Wa

24、sher 餐饮部Food & Beverage Division中餐部 Chinese Restaurant Department西餐部 Western Restaurant Department厨房部 Kitchen Department管事部 Steward Department餐饮总监F&B Director餐饮部经理F&B Manager西餐厅经理Western Restaurant Manager中餐厅经理Chinese Restaurant Manager咖啡厅经理Coffee Shop Manager餐饮部秘书F&B Secretary领班Captain迎宾员Hostess服务员

25、Waiter ,Waitress传菜Bus Boy, Bus Girl行政总厨Executive chef中厨师长Sous Chef(Chinese Kitchen)西厨师长Sous Chef(Western Kitchen)西饼主管Chief Baker点心工：Pastry Cook烧味厨师：Grill Chef厨工：Cook Assistant管事部：Steward Department 总管事：Chef Steward 主管：Steward Supervisor 碗工：Dishwasher 管事清洁工：Cleaner宴会销售部经理：Banquet Sales Manager 宴会销售主任

26、：Banquet Sales Officer中餐部经理：Chinese Restaurant Manager西餐部经理：Western Restaurant Manager营业部经理：Sales Manager酒水部经理：Beverage Manager调酒师：Bartender 酒吧服务员：Barman 咖啡厅主管：Coffee Shop Supervisor 高级主管；Senior Supervisor 领班：Captain 高级服务员：Senior Waiter & Waitress 服务员：Waiter & Waitress咨 客：Hostess传菜员：Pantry man实习生：Tr

27、ainee工程部Engineering Department工程总监Chief Engineer工程部经理Engineering Manager值班工程师Duty Engineer工程部经理Engineering Manager运行经理Operation Manager维修经理Repairing Manager安消经理Fire Control Supervisor运行领班Operation Captain强弱电领班Strong & Weak Captain维修领班Repairing Captain空 调 工Air-Conditioning Attendant锅 炉 工 Boiler配 电 工

28、Electrician强弱电工Strong & Weak Current Worker机修工Mechanician木 工Carpenter万能工Fitting-up Worker水 工Plumber文 员Secretary仓管员Storeroom Keeper保安部Security Department保安部经理Security Manager保安部副经理Asst. Security Manager保安部主任Security Manager保安员Security Manager安消部经理Security Manager警卫领班Security Captain门 卫Entrance Guard巡 逻Patrol Guard监控员TV Monitoring Clerk商场部Shopping Arcade Department商场部经理Shop Manager商场营业员Shop Assistant酒店管理之家酒店管理之家