【正文】 ANDLING COMPLAINTS 處理投訴 Task Number: 任務號: HK – GE 0010 Department: 部門: Housekeeping 客房部 Date Issued: 制定日期: August 2005 2005年8月 Guest Expectation: 客人期望: I expect my plaints to be handled swiftly and professionally and if at all possible, by one person who has the authority to resolve my problem by “bending the rules” if necessary. 我希望酒店能盡快并專業(yè)的解決我的投訴，如果有必要的話，我希望盡量是由有權限的人來處理。這些不只是客人的話而且還包含了客人的心情。 3. Pay attention to the plaint. 認真注意客人投訴 Write down key 。Why do I need to write them down? 為什么我需要記錄下來？ 2) Apologize 道歉 Apologize to the guest even if the problem is not caused by you. 即使問題不是你造成的仍須向客人道歉。Why should I have a solution? 為什么我有一個解決方法呢？ Report all plaints, however small, to Supervisor, record the case in the logbook. 向主管報告所有的客人投訴，并將其記錄進記錄本。 I need to fulfill the guest expectation 應該實現客人期望。Why do I have to memorize the guest name? 為什么我要記住客人名字。Look for the guest title and name in the puter system. If there is any doubt whether the title or name is correct, contact Reservations or Sales to double check. 利用計算機系統(tǒng)尋找客人頭銜和名字。 Should we shake a guest’s hand? 我們應該主動去握客人的手嗎？ Summary questions: 問題概述: 1. 4. Never offer to shake 。Why is it important to address guests with their title? 為什么用正確的頭銜稱呼客人很重要？ When do we check the guest names? 我們在哪里檢查客人名單？ 4. Time to Train: 培訓時間： 30 minutes 30分鐘 Why is this task important for you and our guests? 為什么這項任務對你和我們的客人都很重要。4) Follow up 跟進 Maintain eye contact with the guest if not on the ，保持與客人眼神交流。 WHAT/ STEPS 步驟 HOW/ STANDARDS 如何做/標準 TRAINING QUESTIONS 培訓問題 This can increase our 。 During the rooming, the butler will offer to take coats and hang them in the closet. 在客人到達房間時， 應該為客人拿衣服并把衣服掛到衣柜里。 technology information regarding internet access有關上網的信息 If the bellman arrives after you have begun “The Presentation”, let him in and stand as he places the luggage. Continue after he exits the room. 如果行李員在你已經開始“介紹”時到達，讓行李員進入房間，站在旁邊等行李員放好行李出門后，再繼續(xù)你的“介紹”。 Greeting at the elevator 在電梯處迎接客人 4. Now ask the trainee to practice the task from start to end to test petency. 現在由培訓生按照步驟從頭到尾進行實踐操作并做測試STANDARD OPERATING PROCEDURE 標準操作程序 ROOMING A GUEST 引導客人到房間 Task Number: 任務號： BUT0008 Department: 部門： Butler Date Issued: 制定日期： August 2005 2005年８月 Guest Expectation: 客人期望： I expect a friendly, efficient and unobtrusive rooming experience. If I am a regular, I may not want this courtesy. 希望能友好、有效、不唐突地被引到房間，如果我是長客，不需要此項服務。 Fruit Plate quality and presentation準備的果盤及其質量 Follow up with Housekeeping 與客房部一起追蹤 This is a chance to make our guest feel wele and expected. 是一次機會讓客人感到受到歡迎和期待。 3.When should the arrival report be checked? 什么時候查看到達報告？ 2) Ensure the following: 對以下項目進行確認： 怎樣檢查房間 Which steps need to be followed?應對哪些步驟進行跟蹤？ 3. When should the room be prepared and ready for the guest arrival?客人到達前，什么時候為客人準備好房間？ 5. Who should you contact if the room is not set up? 如果房間還沒布置好