五星级酒店GRO服务程序_管家服务

1Standard:Butlerswillhavebasicknowledgeaboutmattersofticketingandabletocompletesomebasicstepsinresolvingthem.标准：专职管家应有关于机票事宜的基本知识，并能够完成解决这些问题的基本步骤。Procedures:1.Butlersshallbeknowledgeableoftypeofguestrequestsrelatingtomattersofair-ticketing:§Reservation:Toreserve/bookaseatonaflightforaguestorpassenger.§Reconfirmation:Toconfirmwithairlinethatguestisleavingonaparticulardayviaaparticularflight.§Change:Tochangeguest’sdeparturedate,flightnumber/departuretime.§Re-route:Changingofdestination.§Endorsement:Changingofcarrier/airlinecompany.§Refund:Canonlybedonebyguestfromplaceofissueorpurchasing.2.Butlershallbeknowledgeableofkeyinformationindicatedonair-ticket:§Nameofpassengers§Departuredate/time§Nameofairlinecompany§Flightnumber§Classofseats§Fromwhichcitytowhichdestination§Reservationstatus程序：1.专职管家在客人各种关机票事宜的要求上应具备足够丰富的知识：§预定：为客人或乘客在某一航班上保留/预定一个位子。§确认：与航空公司确认客人将在特定的日期经由特定的航班离开。§更改：更改客人的离开日期，航班号/离开时间。§变更旅程：变更目的地。§迁票：变更航班/航空公司。§退票：只能经由客人从出票或购票处完成。2.专职管家应对机票上显示的关键信息足够了解：§乘客姓名§离开日期/时间§航空公司§航班号§舱位§从哪一城市至那一目的地§预定情况§机票号2§Ticketnumber§Validityperiod§Freebagallowance§Ticketrestrictions3.Butlershallalwaysaskforsecond/thirdoptionsfromguestsuponhandlingtherequests.4.Butlersshalltakepersonalresponsibilityofsafeguardingguest’sair-ticketsduringtherequestprocess.5.Forreferencepurpose,butlersshallalwaysaskfornameofairlinestaffwhoheisspeakingtoaftertheydonetherequests.6.Butlersshallplaceguestair-ticketinAir-ticketEnvelopeuponhandingitbacktoguestaftercompletingofservice.7.Butlersshallalwayshandair-ticketsbacktoguestinperson.§有效期§允许随身携带多少包件§机票限制3.专职管家在处理这些要求时将总是从客人处询问并得到第二/第三种选择。4.专职管家个人在处理过程中将对客人的机票安全负有责任。5.出于参考的目的，专职管家在处理完这些要求后需总是问得他所与之对话的航空公司员工的姓名。6.专职管家在完成服务后需将客人的机票置于票夹内交还给客人。7.专职管家总是需亲手将机票交回给客人。Standard:AllButlerswillconstantlythinkingofwaystoservicetheGuestbymeansofofferingGuestsPreferencesbeforetheyask.Byobservationofgestures/facialexpressionsandbyknowledgeofinformationinGuestHistory,wewillprovidepersonalizedGuestsserviceonaconsistentbasis.标准：所有的专职管家要经常思考服务客人的方法，在客人提出要求前为客人提供他们想要的服务。通过观察客人的手势/面部表情，以及从客人历史记录上记载的信息，我们将在一贯的基础上为客人提供个人化的服务。Procedures:1.AllButlersshallreviewallarrivingguestsneedsandpreferenceslocatedinGuestHistory.2.Byunderstandingandstudying/updatingeachGuestneedsandpreferencesButlerswilldelivertheservicebeforetheGuestsask.3.UsingObservationSkillsonewilldetermineGuestsneeds.Lookingat程序：1.所有的专职管家应熟知所有预抵客人客史里的需求与喜好。2.通过了解和学习每一位客人的需求和喜好,专职管家将在客人要求前提供服务。3.通过观察的技巧，专职管家可以得知客人的需求。观察肢体语言，手势，面部表情例如迷惑，兴奋，搜寻某物等，一位专3BodyLanguage,handgestures,facialexpressionsuchasconfused,excited,lookingforsomethingetc,aButlerwillatleastofferhis/herassistance.ButifitcanbedeterminedwhattheGuestisrequiring,thencompletetheservicetotheGuests.4.ButlerswillinspectGuestroomsintheabsenceofGueststofindGuestneedsandpreference.5.AllguestpreferenceshallbeinputintoOPERAguestprofileinstandardformat.6.ThroughlargeamountsofinfoobtainedbyalldepartmentsandconsolidatedinGuestHistory,wewillprovidefastandefficientservicetoallGuests.职管家至少将提供他/她的帮助。但是如果能确定客人的要求，则需完成对客服务。4.专职管家将在客人不在房间里时检查客房，并从中找到客人的需求与喜好。5.所有的客人喜好必须以标准的形式输入OPERA系统的宾客文档里。6.通过来自所有部门的大量信息和统一合并输入客史的档案，我们将对所有的客人提供快速有效的服务。Standard:Guestswithnoarrivaltime&pickupshallbegreetedandreceivedbyButlersonthefloorupontheirarrival.标准：当没有到达和接机时间的客人到达时，专职管家需在楼层上问候和接待。Procedures:1.FrontServiceRoomControllerwillpre-blockarrivalroomswheneverpossible.2.Butlershallinspectassignedguestroomandensureeverythingintheroomisreadyforoccupying.3.UponguestarrivesinReception,GSAshallverifythereservationandinformButlerofthisparticularguest’sarrival.4.Butlershallproceedtoguestliftlobbyofassignedroom’sfloorandwaitforguest’scomingup.5.GSA,orLobbyButlershallescortguesttothefloorandintroduceButlerofthatfloortoguestatliftlobby.6.Butlershallgreetandreceivetheguestafterbeingintroduced,andproceedtoin-roomregistrationandservice/facilityintroduction.(RefertoS&PRM-BU-A020&A021)程序：1.前台客房控制员将把预抵客房事先排定。2.专职管家需检查已排定的客房并确保客房已为客人入住做好准备。3.当客人到达前台时，前台接待需确认其预定并告知专职管家该客人的到达。4.专职管家需在排定的客房所在楼层电梯厅等待客人到达。5.前台接待或楼层专职管家需引领客人至楼层，并在电梯厅将该楼层的专职管家介绍给客人。6.专职管家需在介绍之后问候并接待客人，完成房内入住登记和服务/设备的介绍。（参考S&PRM-BU-A020&A021）7.完成问候之后，专职管家需以问候类别—楼层问候来更新宾客文档，以备日后参考。47.Aftercompletingthegreeting,Butlershallupdateguestprofilewithgreetingtype–FloorGreetingforfuturereference.Standard:ShallthereareguestsnotbeinggreetedandreceivedbyButlerinthelobbyoronthefloor,Butlershallmakeself-introductionandofferbutlerservices.Butlershalltakethisactionwithin10minutesafterguestenterstheroom.标准：专职管家如没有在大堂或楼层上问候和迎接抵店客人，就需要进行客房内的自我介绍和提供专职管家服务。专职管家需在客人进入房间后10分钟内完成这一任务。Procedures:1.FrontServiceRoomControllerwillpre-blockarrivalroomswheneverpossible.2.Butlershallinspectassignedguestroomandensureeverythingintheroomisreadyforoccupying.3.Uponknowingguestalreadyenteredtheroom,ButlershallcheckwithGSA,whoescortedguestjustnow,toseeifanyservicesbeingrequestedbyguest.4.Butlershallmakeself-introductionbyknockingonguestroomdoor.MeanwhileButlermayalsodeliverguestservicerequests.5.Forself-introduction,Butlershallusethefollowingstandardphrase:“MrJones,IamyourButlerJohn.Iamherewithyourcoffee(ifitisrequestedbyguest)MayItakea