酒店团队接待程序标准操作Word文件下载.docx

1、我希望帐单要准确，员工要提前准备帐单。Why is this task important for you and our guests?为什么该任务对你和我们的客人都很重要?Answers回答:1. We must provide efficient, accurate and courteous service to our guests. 我们必须为客人提供高效、无误、谦恭的服务。2. We must understand what our guest need and want.我们必须理解客人的需要及需求。3. We must maximize guest satisfaction

2、我们必须使客人满意度最大化。4. Improve hotel business. 改善酒店业务情况。5. Improve GSTS score. 提高客人满意度测试分数。6. Demonstrate our professionalism. 展示我们的职业道德。STEPS步骤How / Standards 标准Pre Convention Meeting.班前会议The Sales Manager must organize and conduct a pre convention meeting 1 week prior to the arrival of a conference grou

3、p or a group which requires special attention or has a high number of guest rooms （ 100+） 销售经理必须在会议团或需要特别关注的团队或高客房预订（100间以上）到店的前一周组织并召开会前会议。The content of the meeting ensures that all requirements are met and the Group leader is introduced to the main contact employees in the hotel. 会议内容要确保满足所有需求，要把

4、团队负责人介绍给酒店的主要联系人。Participants: FOM, Exec. HK, Ass. Manager, Guest Relations, Accounting, F&B Manager. 参与者：前厅经理，行政主任，客房，大堂副理，宾客关系主任，财务部，餐饮部经理。In the absence of the DH the Assistant must participate. 在DH不在时，副手必须参加。Points to be discussed are:要讨论的要点有：Billing instruction 付帐说明Signature authorization 签字授权E

5、vening planning 晚会计划Final numbers of Conference finalized最终确定的与会人数 Gift distribution 分发礼物Audio visual finalization 确定视听装备Group pre-arrival Meeting团队会前会议A “Group “Pre arrival Meeting” needs to be conducted by the Sales Representative prior to group arrival, at least 2 days prior to arrival. 销售经理要在至少团

6、队到店两天前召开团队会前会议。This is summary briefing of the pre con meeting which informs about any changes and reminds of requests to ensure smooth operation. 这是一次会前会议的总结汇报，要告知有何变化及提醒有何要求，以便确保顺利运作。Every single detail has to be reviewed and finalized in the meeting, for follow up. E.g. Billing, special requests

7、as pick-up, F&B arrangements, Flower orders, welcome desk, check in time, check out time. 要在会议上核实并确定每一个单独的事项以便跟进。例如. 帐单，接送特殊请求，餐饮服务准备，订花，欢迎台，入住时间，离店时间Group Check-in venue should be confirmed and reserved accordingly. 确认团队登记入住地点及相应的准备情况。FO Briefing 前厅交班会The Assistant Manager will brief all employees

8、prior to the shift about all details上班之前，大堂副理要向所有员工通报详细情况。Details all FO employees must know所有前厅部员工都要知道的详细情况Brief the staff about Check-in venue, Arrival Reception, Event orders, outside catering, breakfast arrangements, group arrival time, check out time, billing instructions Etc. 向员工汇报登记入住地点，到店接待处

9、，事务顺序，店外餐饮业，早餐服务，团队到店时间，离店时间，帐单说明等等。Front Desk Action 前台的行动Front Desk assigns correct room types, according to guest requests, guest preferences and the time of arrival. 前台要按照客人要求，客人喜好及到店时间为客人合理地分房。Adjust room category according to inventory, and take into account specific requirements for airline c

10、rews and groups. 根据情况调整房间并要重视乘客及团队的特殊要求。The Reservation is to double-check the Routing Instruction in the computer and inputting comments, check-out messages and billing information into the computer. 预订部要在电脑中复查行程说明并把注释、离店消息、帐单信息输入电脑。Review Group Order once again, to ensure that all guests requests

11、are fulfilled and every single detail is attended to. 再次核实团队需求。要确保满足了所有客人的需求以及要关注每个独立的事项。Night Manager Action夜班经理的行动Over Night Manager has to double check the group master account in the computer, to ensure the rates, charges are correct. 夜班经理要在电脑中复查团队总帐以确保房价, 其他费用准确无误.Group Check-in preparation团队入住

12、准备Reservation arranges group transportation with Coach Service. （if applicable） 预订部要为团队安排长途汽车的交通服务。（如果可以的话）Follow up on F&B跟进餐饮部Sales Manager will follow up with F&B about Dining Arrangements as well as meeting arrangements. 关于就餐安排及会议安排，销售部经理要跟进餐饮部。Follow up on rooms 跟进客房We must try our best to ensu

13、re that rooms are ready prior to group arrival. If the room allocation cannot be completed, always hand over to the Supervisor/ Assistant Manager to follow up. 我们必须尽力确保在团队到店之前把房间准备好。如果未完成分房，务必要交给主管/大堂副理做跟进。Night activities夜班的行动Brief the Over Night front desk staff about the group arrival information

14、.把团队到店信息向夜班前台员工通报。Over Night shift must prepare the registration cards and cut the keys. 夜班要准备登记卡及钥匙。Dont change the room allocations if the keys have been distributed to the group leader. 如果钥匙已分发给团队领导就不要改变分房。The Night Manager has to brief all the Front Desk Staff about room availability and other group related information. 夜班经理要把房间可用情况及其他相关团队信息向所有前台员工通报。HSK activities客房的行动Amenities for group members have to be placed into the guest rooms by Housekeepin