1、酒店客满服务程序中英版标准范本编号：QC/RE-KA2117酒店客满服务程序(中英版)标准范本 In the collective, in order to make all behaviors have rules and regulations, all people abide by the unified norms, so that each group can play the highest role and create the maximum value.（管理规范示范文本）编 订：_审 批：_工作单位：_酒店客满服务程序(中英版)标准范本使用指南：本管理规范文件适合在集体中
2、为使所有行为都有章可偱，所有人都共同遵守统一的规范，最终创造高效公平公开的的环境，使每个小组发挥的作用最高值与创造的价值最大化。文件可用word任意修改，可根据自己的情况编辑。来源自 物业经理人酒店客满服务程序（中英版）Objective 目的*To arrange the relocation in a tactful and efficient manner so that guest will not have any negative feelings.重新安排一个得体、有效的方式以防止客人产生任何不良感受。*The guestroom accounts is charged appr
3、opriately according to guidelines so that there is no dispute.根据规章适当的收取房费以防争议。Policy Statement政策阐述*It is the hotels policy that during a full house situation, guests with confirmed reservations will be relocated to a property from similar standard and similar facilities and services.酒店的政策是在客满时，实现已经得
4、到预定的客人将被安排到。合理的标准、设施、服务相近的酒店。*Relocated guests will be sent and picked up from the other hotel on the next available day with complimentary limousine service.被重新安置的客人将在第二个有效日，由豪华轿车接送。Procedures Full House程序客满1.When the hotel is expected to be full house, the Assistant Manager has to pre block all gu
5、aranteed reservation and VIP reservations to avoid a no-room situation upon their arrival.当酒店已经被预期到会客满，经理助理将不得不停止其他包括重要客人的预定，从而避免无房情况的发生。2.The General Manager and the Director of Sales & Marketing will make a decision right after the Morning Briefing which reservations will be cancelled.在晨会后，总经理及销售总
6、监将做出取消那一个预定的决定。3.All non-guaranteed reservations without expected arrival time are singled out and released by 1800hrs if the guest did not arrive.如果客人没有抵店，所有没有保证的预定（没有确切的预定到达时间的）预定都将被挑选出来并保留到1800小时。4.To liase closely with Housekeeping Department on any new made up rooms and to page for the Housekee
7、per whenever necessary if any rooms need to be cleaned immediately.如果任何房间需要立即清洁，立即通知客房部整理房间，客房部员工在任何需要时为其编号。5.To monitor Due Outs and Room Status Discrepancy to ensure clean rooms are available for arrivals.密切注意离店情况与房态的差异，确保为抵达准备足够的净房。6.Attempt to up-sell the best categories of rooms available at th
8、e best possible rates.尽可能把高等级房间的价格卖到最高。7.The day before the expected full-house, all FIT guests departing on that day should be contacted directly, or a message left asking if they wish to extend their stay to avoid any unexpected on-day extensions.预计会客满的头一天，应直接和国外个人旅行者直接联系，或者留便条询问是否期望延迟离店，以避免任何不期望的
9、延期。Procedures - Guest Relocation程序客人的再安置1. Identify the guests that need to be relocated prior to arrival. Usually guests on FIT status and guests without arrival time on first visit will be identified to be relocated.提前确定需要重新安排的客人，通常国外个人旅行者和没有准确到达时间且第一次到达的客人将被重新安排。2. Contact the hotel, which is pre
10、determined as comparable to ( Hotel Name ), to arrange for the relocation.联系与酒店相当的酒店，以安排相关事宜。3. Discuss to establish:需要讨论：a) The Room Rate and Room Type房间价格和类型b) Guest Name客人姓名c)The duration of stay持续时间来源自 物业经理人 来源自 物业经理人 d)The billing instruction and settlement modes.帐单指导及解决模式 The hotel will pay fo
11、r the difference of the room rate if the actual room rate exceeds the confirmed room rate.如果实际房间价格超出已经确定的房间价格，酒店将支付不同的价格。 Room Charges for guest on travel agent payment usually is billed to the hotel. The room charges has to be posted in the computer system under Permanent Folio- Guest Relocation. E
12、nsure to collect the Travel Agent Voucher.旅行社支付客人房费给酒店。房费信息将被输入计算机系统的“永久客户安排变更记录”中。 Zerorise the Permanent Folio by city ledger at the end of guest stay.在客人离店时取消客人永久分类帐户记录。4. Confirm the above discussion with a fax用传真确认以上义项。5. -If the identified guest to be relocated arrives, the Assistant Manager o
13、r GRO has to personally attend to the guest.如果需要重新安排客人抵达，经理助手或公共关系主任应亲自关照客人。6. Extend apology to the guest and inform him the reason and the alternative that has been planed.向客人表达更进一步的歉意、解释其原因并提供已经计划好的方案让其选择。7. The matter must be dealt with care and tact to ensure customer satisfactions.所有经处理的时间都必须保
14、证顾客满意。8. Arrange the limousine to transfer the guest as soon as possible together with one member of the Front Desk who will assist the guest in completing the Registration process in the other hotel.尽可能安排豪华轿车接送客人，并由前厅部成员陪同专门，协助客人在其他酒店重新登记。9. Arrange pick up service for the next day if guest is will
15、ing to return to the hotel make sure the guest is pre-registered so he only has to sign his name.如果客人愿意在第二天回到酒店，则安排轿车接。并确保客人已经提前再登记以便其只用签名就可入住。10. Inform the PABX of the relocation as well as the Business Centre for any incoming calls and faxes.通知自动交换机重新安排，同时通知商务中心接收电话和传真。11. Fill up a Guest Relocat
16、ion Form detailing the following information:为客人填写再登记表格，细节如下：a)Guest name客人名称b)Company name公司名称c)Duration of stay住宿时间d)Confirmed room type and room rate房型和房价e)Reason for relocation再登记原因f)Hotel relocated酒店重新安排g)Relocated room type and room rate重新安排的房型和房价h)Billing instructions价格说明i)Document attached相关
17、文件j)Complimentary limousine delivery and pick up time免费豪华轿车接送时间12. Forward the Guest Relocation Report to the Front Office Manager for review.客人再登记报告转呈给前厅部经理检查。13. The Front Office Manager then sends a copy of the report to Finance Department for processing of any settlement.前厅部经理复印该文件给来源自 物业经理人 来源自
18、 物业经理人 财务部处理相关预算。14.-If the guests decides to return to the hotel, the guest should be puton VIP status and a remark should be left in the system如果客人决定返回酒店，该客人应该得到VIP待遇，起相关资料在系统中保存。15. An upgrade if possible can be offered by the Director of Sales &Marketing and the Sales Executive in charge of the
19、account has to be notified so she can contact the company如有可能，销售总监将提供升级，销售代表负责已经发出的帐目，以便能联系该公司。16. The GRO will escort the guest to his room公共关系主任将陪同客人至房间。GUEST RELOCATION REPORT宾客重置表Guest name客人名字Company name公司名字Check in date入住时间Check out date离店时间Relocated to重新安排的地点Room type房型Room rate房号来源自 物业经理人 此处可填写公司名称/地址/位置Company name / address / location can be filled in this location
