Guest Service Manager Check List.doc

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1、Guest Service Manager Check List对客服务部每日工作检查表本文由【中文word文档库】 搜集整理。中文word文档库免费提供海量教学资料、行业资料、范文模板、应用文书、考试学习和社会经济等word文档Morning shift: 07:15- Date:早班 日期Associate on duty:当班人员Yesterday occupancy: Today occupany:昨日住房率 今日住房率 Action1. 15minute earlier arrival department. Hand over from Night Shift 提前15分钟到岗，与

2、夜班GSM交班。 2. Read the GSM Logbook (to management), follow the last shift hand over things.查看宾客服务经理交班本,熟知上面的内容,并完成上一班交给的继续完成的工作. 3. Share the information with the different sections of Front Desk: transportation arrangement, VIP arrival & departure time, special requests和前厅部各部门就一些重要信息进行沟通，比如：车辆安排，VIP客

3、人的的抵达和离店等，是否有特殊要求。 4. Check the on duty staff grooming (uniform, name tag, hair, shoes, nail, sock, and make-up).查看各当值员工的仪容仪表（如：制服，名牌，头发，鞋，指甲，袜子，化妆）。 5. Check In House Guest Birthday Report, fill the Amenities Requirement Form to in room dining (opera: Guest Birthday Report).检查在店客人的生日报表，填写客房赠品单。 6.

4、Check VIP arrival set up (amenities, flower fruit basket) Clear about their arrival time and limousine arrangement.查看VIP房间的设置。(如果篮，鲜花等)，做VIP的准备和接待工作。 7. Check the transportation arrangement, if have, remind transportation prepare advance.查看当天的客人接机安排和酒店的内部用车安排计划，如有则提前准备好，并通知车队做好出车准备。 8. Check expect

5、arrival guest.检查预计抵店的客人情况。 9. Brief hotel occupancy, forecast, expects arrival room assignment.了解酒店当天的住房率，检查前台的分房情况。 10. Care for VIP and Long Staying guests check in ,check out, did alert to inform the concern management After VIP checked in 15minutes make the courtesy call 关注VIP 和长住客的登记入住，离店登记 通知好

6、相关的管理层。在VIP 登记入住后的十五分钟给客人打礼貌电话。 11. Conduct SPG Recognition survey, at least two guests and make record. 完成对至少两位喜达屋优先宾客的意见调查，并在电脑中作好记录。 12. Conduct Check in speed data collection at Front Desk, at least three guests and make record.完成对至少三位客人的住登记手续数据的收集，并作好记录。 13. Control the lights in lobby accordin

7、g the weather and time change.根据天气的变化开关大堂灯，以调节灯光亮度。 14. Review stationary usages.检查GSM工作文具等必需品是否充足。 15. Check the Front Desk operation item of RC & cashier report按规定审批前台的入住登记单及做的帐目。 Action16. Handle all the emergency case, DND room, guest complain, room safe opening, gas smoking detector alarmed, lo

8、st and found.处理当值期间任何异常事情，如挂DND房，客人投诉，开保险箱，煤气， 烟感报警，失物招领等。 17. Check background music.检查背景音乐。 18. Check the PF folio: Lost Posting, Cleaning Folio.查假房如：Lost Posting, Cleaning Folio. 19. Check room discrepancy report & file.查房态差异报表。 20. Check the Front Desk cash float.查前台的备用金。 21. Check the Due Out G

9、uest, assist front desk with check out guest at rush time.查当日预计离店客人。在退房高峰时段给予前台必要的帮助。 22. Make anonymous testing call at least 3 every shift.对前厅各个小分部做神秘测试电话，每班不得低于三个。 23. Check hotel public area, check our guest service attitude, talk with guest positively & friendly, and write down the guest commen

10、ts on GSM logbook.巡视酒店的各个部门工作区域，监督宾客的服务情况，尽可能主动与客人交谈， 并将有关客人信息记录在GSM工作记录本上。（内容与客人意见表一致） 24. Log down the case happened during shift on GSM logbook, delivery the guest comments toGeneral Manager Office; contact guest figure out the details of guest comments upon check out.将需要交班的事情写在GSM交班本上，将收集到的客人意见表

11、交给总经理办事处处理，如客人还未退房须与客人取得联系，了解意见表得意见。 25. If guests have complain or any comments. We need put these records to guest profile in opera 如果客人有投诉或意见反馈，宾客服务经理应在客人的档案里输入（在Opera System） 26. Load down the Opera Downtime Report.将OPERA中的紧急报表储存在电脑里 27. Organize the briefing; remind occupancy, arrival, departur

12、e, due out, new memo, and event order.组织前厅部中班的例会，宣读最新文件，宴会的预定和使用情况，以及当日入住率。 28. Last shift complained if not resolve, the coming shift need follow up. if last shift complain resolved and guest still at hotel. The coming shift need make a courtesy call to guest and double check the guest satisfaction

13、.上一班的投诉如有没解决的或者已解决但客人还没退房的则需打个礼貌电话与客人再次确认他的问题是否以解决了，是否满意。 Guest Service Manager Check List对客服务部每日工作检查表Morning shift: 15:15- Date:中班 日期Associate on duty:当班人员Yesterday occupancy: Today occupancy:昨日住房率 今日住房率 Action1. 15 minute earlier arrival department. Hand over from morning shift提前15分钟到岗,与早班宾客服务经理交接

14、班 2. Read the GSM Logbook ( to management), Follow the last shift hand over things查看宾客服务经理交班本,熟知上面的内容,并完成上一班交给的继续完成的工作. 3. Organize the briefing, remind occ%, arrival (especially VIP) VIP in house (name room No), Departure, due out , new memo, event order组织前厅部的例会,宣读最新文件,宴会的预定和使用情况,当日的入住率. 4. Share t

15、he information with the different sections of Front Desk: transportation arrangement, VIP arrival & departure time, special requests和前厅部各部门就一些重要信息进行沟通，比如：车辆安排，VIP客人的的抵达和离店等,是否有特殊要求。 5. Check the on duty staff grooming (uniform, name tag, hair ,shoes, nail, sock, make up)查看各当值员工的仪容仪表(如: 制服,名牌,头发,口红,指

16、甲,鞋,袜子,精神状态) 6. Check the VIP departure folio, ensure there is no problem检查预计离店的VIP 房的账单确保其所有账单的准确无误. 7. Update the FO public area note board, VIP arrival name assign room. Hotel on duty manager.更新前厅公众告示牌,如预计抵达的VIP 客人的姓名房号.酒店当值的经理 8. Check VIP arrival set up (amenities, flower fruit basket) clear ab

17、out their arrival time and limousine arrangement. 查看VIP 房间的设置.(如: 果蓝,鲜花等)做VIP 的准备和接待工作9. Check the transportation arrangement, if have remind transportation prepare advance.查看当天的客人接送机安排和酒店的内部用车安排计划,如有则提前准备好,并通知车队做好事出车准备 10. Check expect arrival guest assist front desk with check out guest at rush ti

18、me查预抵客人情况,在入住登记高峰期给予前台必要的帮助. 11. Brief hotel occupancy, forecast, expect arrival room assignment了解酒店当天的住房率预测,检查前台的分房情况. 12. Care for VIP and Long Staying guests check in ,check out, did alert to inform the concern management After VIP checked in 15minutes make the courtesy call 关注VIP 和长住客的登记入住，离店登记

19、通知好相关的管理层。在VIP 登记入住 后的十五分钟给客人打礼貌电话。13. Control the light on lobby according the weather and time change.根据天气的变化开关大堂灯,以调节灯光亮度. Action14. Check the GSM stationary enough or not.检查宾客服务经理工作文具等必需品是否充足. 15. Check the FD rebate, discount按规定审批前台的退款及折扣. 16. Handle all the emergency case, DND room, guest comp

20、lain, safe box opening, gas smoking detector alarmed, lost and found.处理当值其间的任何异常事情,如挂DND 房,客人投诉,开保险箱,煤气,烟感报警, 失物招领等.17. Check the PF folio: Lost Posting, Cleaning folio. 查假房如：LOST POSTING, CLEANING folio。 18. Check &print room discrepancy report and file. 查房态差异报表。 19. Check the front desk cash float

21、. 查前台的备用金。 20. Follow the due out room. 跟进Due out 房。 21. Conduct SPG Recognition survey, at least two guests and make record. 完成对至少两位喜达屋优先宾客的意见调查，并在电脑中作好记录。 22. Conduct Check in speed data collection at Front Desk, at least three guests and make record.完成对至少三位客人的住登记手续数据的收集，并作好记录。 23. Check hotel pub

22、lic area, check our guest service attitude, talk with guest positive& friendly, and write down the guest comments on GSM logbook. 巡视酒店的各个部门工作区域,监督宾客的服务情况,尽可能主动与客人交谈,并将有关客人信息记录在宾客服务记录本上(内容与客人意见表一致). 24. Take your shift note on GSM notebook; pass the guest comments to general manager office contact gu

23、est figure out the details of guest comments upon guest check out.将需交班的事情写在宾客服务经理的交接本上,将收集到的客人意见表交给总经办处,如客人还未离店须与客人取得联系,了解意见表的意见. 25. GSM Internal logbook need writing down the case detail for next shift follow up or information. Especially the customer complains.宾客服务经理交接要仔细，将需要下一班更进或知道的事情要写好在内部交班本上

24、。 特别是关于当日有投诉客人。 26. If guests have complain or any comments. We need put these records to guest profile in opera如果客人有投诉或意见反馈，宾客服务经理应在客人的档案里输入（在Opera System） 27. Last shift complained if not resolve, the coming shift need follow up. if last shift complain resolved and guest still at hotel. The coming

25、 shift need make a courtesy call to guest and double check the guest satisfaction.上一班的投诉如有没解决的或者已解决但客人还没退房的则需打个礼貌电话与客人再次确认他的问题是否以解决了，是否满意。 Guest Service Manager Check List对客服务部每日工作检查表Night shift: 23:15- Date:晚班 日期Associate on duty:当班人员Yesterday occupancy: Today occupancy:昨日住房率 今日住房率 Action1. 15minut

26、e earlier arrival department. Hand over from Afternoon Shift提前15分钟到岗，与中班宾客服务经理交接班。 2. Read the GSM Logbook (to management), Follow the last shift hand over things查看宾客服务经理交班本，熟知上面的内容，并完成上一班交给的待继续完成的工作。 3. Contact the briefing; remind occupancy, arrival, departure, due out, new memo, and event order.

27、组织酒店各夜班当值的例会，宣读最新文件，宴会的预定和使用情况。当日的入住率。 4. Share the information with the different sections of Front Desk: transportation arrangement, VIP arrival & departure time, special requests和前厅部各部门就一些重要信息进行沟通，比如：车辆安排，VIP客人的抵达和离店等，是否有特殊要求。 5. Check the on duty staff grooming (uniform, name tag, hair, shoes, n

28、ail, sock, make up,)查看各当值员工的仪容仪表（如，制服，名牌，头发，口红，指甲，鞋，袜子，精神状态）及工作纪律和工作质量。 6. GSM with security patrol around hotel each area，identify the hotel safe. Check the electric facilities works in good status. 与保安部一起巡视酒店各个区域，确保安全，并检查节能情况。 7. Check business center whether have guest fax.负责商务中心夜间的正常运转，检查是否有客人的传

29、真如果有则按规定做相应的处理。 8. (00:00) Check due in & due out; ensure no due out room in opera, hand due in according to hotel police确保过夜审时没有DUE OUT 房。对于DUE IN 根据酒店的规定做相应的处理。 9. Check the room discrepancy 查房态差异表 10. Check rate variance report, POS room, PF room. PQ room, PM room, Check out 9600 room.查RATE VARIA

30、NCE 报告，查假房如，接口丢失账目（9500），垃圾账户（9600）等。将9600退房 11. Informed communication &correlation section before your start you night audit在宾客服务经理过夜审前须通知相关部门如：通讯部，餐饮收银等。 12. Finish night audit informed correlation section，Check in 9600 in opera.过完夜审通知相关部门如：通讯部，餐饮收银等,将9600在电脑中CHECK IN。 13. Check next day VIP arri

31、val report, assign room according guest special requests; print it out for FOM/OWNER。检查第二天预抵贵宾报表，根据特别要求房；打印出分送FOM/OWNER。 14. Check next day arriving report，assign room according guest special requests；prepare repeat guest report(over 10 times) for Morning Shift arranging amenities. 检查第二日预计抵达客人报表，根据特

32、别要求分房；为早班准备常客报表（十次以上）以便安排欢迎礼品。 Action15. Send VIP arrival reports to EXCOM and History &Forecast report to EAM through Outlook.通过内部邮箱发送贵宾抵店表给EXCOM；历史和预测报表给EAM。 16. Update Public information sharing in P drive and the project of IDS.更新P 盘下的公共信息和大屏幕中的节目。 17. Check the VIP departure folio, ensure there is no mistake.检查预计离店的VIP房的帐单，确保其所有的帐目准确无误。 18. Handle all guest complaints; log in book, for the outstanding case must complete report in writing.处理当班其间的任何异常事情如：客人投诉，以外事故等。需写下详细报告。 16. Check lobby lightings.控制大堂的灯。 17. Clear pigeon hole at least 2 times a shift去PEGENON HOLE