国际酒店客房住客服务手册-FO-GS-031-客人的评论guestcomments.doc

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1、国际酒店客房手册-住客服务标准操作程序S国际酒店HSKP SOP住客服务标准操作程序国际酒店客房手册酒店客房的重要性：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。按标准要求负责清扫整理客房和楼层公共区域，为客人提供干净安全的客房和环境，满足客人正当合理的服务需求，负责本区域安全工作。负责酒店公共区域的卫生保洁及保养工作，为客人营造干净、温馨、舒适的环境，保持酒店环境的美观，满足酒店服务要求1. 贯彻执行店总的经营管理指令，向店总负责

2、并报告工作；2. 根据酒店确定的经营方针和目标，负责编制客房部预算，制订各项业务计划，并有效组织实施与监控，实现预期目标；3. 以市场为导向，研究并掌握市场的变化和发展情况，适时调整经营策略，努力创收，坚持以部门为成本中心的方针，严格控制成本，降低消耗，以最小的成本获取最大的经济效益；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、

3、不能侵犯其他客人的正当权益等；其次，管家需量力而行，如果服务内容超过了自己的能力，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。根据每年对管家的考核数据统计，宾馆贴身管家行业人员的流动性并不大，职位也不会轻易变更，那贴身管家到底是由怎样的一群人组成的呢？据了解，这支至少由30人组成的昆明特有的贴身管家队伍中“藏龙卧虎”，在招聘初期，虽然不限制性别和年龄，但应聘管家的人需有一定的仪表和良好的综合素质，管家部要求至

4、少掌握1至2门外国语言，其中英语是必须具备的能力，不但会看、会听还要会说，这是接待外宾时正常交流的准则，管家队伍中甚至还有具备三国语言的“海归”派人士。STANDARD OPERATING PROCEDURES标准操作程序Subject: Guest Comments客人的评论 Effective Date: Policy No: FO-GS-031Issued by: FOMPage: 1 of 2Approved by:General ManagerDistribution: Executive Committee Department Head A&B: All AssociatesOb

5、jective目标Ensure the saturation of hotel guest satisfaction to stay with us.确保客人对酒店的充分满意。Ensure the guest can improve our hotel service from their comments.确保客人意见能促进酒店服务质量的提高。Policy Statement政策阐述It is Hotel police that we should humble and look squarely any guest comments.这是酒店员工应该谦虚、客观地看待任何客人意见。Proce

6、dures程序A. CONVERSATION WITH GUESTS与客人能的谈话1. Staff should always handle direct comments from guests with a patient and sincere attitude.员工应该以耐心诚挚的态度处理来自客人的意见。2. All guests comments will be reflected on a courtesy call logbook to be submitted to General Manager daily.所有客人的意见应该记录在记事本上并每天呈递给总经理批阅。3. A c

7、opy of the comment will be distributed to the concerned department head for reference and improvement.意见的复印件应该分发到相关部门以作参考和改进。4. In case of complaints, full details of the complaint will be written down in the Guest Service Manager logbook for General Managers review.如果遇到投诉，那么投诉的详细内容应该被记录在客服经理的记事本上并交

8、由总经理批阅。5. Corrective action should follow up by the department head concerned.相关部门主管应该进行相应的整改。STANDARD OPERATING PROCEDURES标准操作程序Subject: Guest Comments Pages: 5 of 2Policy No: FO-GS-031 B. GUEST QUESTIONNAIRE/GUEST SATISFACTION SURVEY (GSS) IN GUEST ROOM在客人房间的顾客问卷/满意度调查1. All guest questionnaires r

9、eceived will be answered immediately and channeled to the General Manager for review in Department Heads Meeting.所有被接受的问卷将是能立即被回答和引导的并由总经理在部门负责人会议上讨论。2. Any complaint mentioned on the guest questionnaire will investigate by the concerned department head. If extra training for the staff is necessary,

10、 department head concerned will lilies with Training Manager to provide the training as soon as possible.任何问卷上提及的投诉将由相关部门负责人深入调查。如果有必要附加培训，相关部门负责人将于培训经理联系尽可能给与培训。3. All complaints from guests will be recorded in the guest history system maintained by Guest Service Department to avoid the occurrence

11、of the same complaint during the future visits of the guests.所有客人投诉将被记录在客服部的客史档案中以避免将来客人光临时出现同样问题。4. A compliment letter should prepare by General Manager to hotel associate who received compliment from guest questionnaire.总经理准备致意信以表彰酒店向客人收取问卷的员工。C. LETTERS RECEIVED FROM GUEST客人信件1. All letters from

12、 guests will be opened by General Manager and reviewed in the Department Heads Meeting. 所有客人能来信讲将由总经理在部门负责人会议上打开并检查2. Any complaint mentioned in the letter will investigate by the concerned department head. 任何提及的投诉将由相关负责人调查。3. A compliment letter will prepare by General Manager to hotel associate who received compliment from guest letter.总经理将为从客人处取得信件的员工颁发表彰信。4. All letters received will be replied by General Managers Office.所有接受到的客人信件将被保存在总经理办公室。酒店管理手册前厅、客房、餐厅、人事、保安、工程、营销、行政、总经办酒店管理之家