xxx大酒店貼身管家服務(wù)程序(butler sop)

1、大酒店管家服務(wù)程序大酒店管家服務(wù)程序Stard:Butlerswillhavebasicknowledgeaboutmattersofticketingabletocompletesomebasicstepsinresolvingthem.標(biāo)準(zhǔn)：標(biāo)準(zhǔn)：專職管家應(yīng)有關(guān)于機(jī)票事宜的基本知識(shí)，并能夠完成解決這些問(wèn)題的基本步驟。Procedures:1.Butlersshallbeknowledgeableoftypeofguestreques

2、tsrelatingtomattersofairticketing:Reservation:Toreservebookaseatonaflightfaguestpassenger.Reconfirmation:Toconfirmwithairlinethatguestisleavingonaparticulardayviaaparticularflight.Change:Tochangeguest’sdeparturedatefligh

3、tnumberdeparturetime.Reroute:Changingofdestination.Endsement:Changingofcarrierairlinecompany.Refund:Canonlybedonebyguestfromplaceofissuepurchasing.2.Butlershallbeknowledgeableofkeyinfmationindicatedonairticket:Nameofpass

4、engersDeparturedatetimeNameofairlinecompanyFlightnumberClassofseatsFromwhichcitytowhichdestinationReservationstatus程序：程序：1.專職管家在客人各種關(guān)機(jī)票事宜的要求上應(yīng)具備足夠豐富的知識(shí)：預(yù)定：為客人或乘客在某一航班上保留預(yù)定一個(gè)位子。確認(rèn)：與航空公司確認(rèn)客人將在特定的日期經(jīng)由特定的航班離開。更改：更改客人的離開日期，航班

5、號(hào)離開時(shí)間。變更旅程：變更目的地。遷票：變更航班航空公司。退票：只能經(jīng)由客人從出票或購(gòu)票處完成。2.專職管家應(yīng)對(duì)機(jī)票上顯示的關(guān)鍵信息足夠了解：乘客姓名離開日期時(shí)間航空公司航班號(hào)艙位從哪一城市至那一目的地預(yù)定情況ofGueststofindGuestneedspreference.5.AllguestpreferenceshallbeinputintoOPERAguestprofileinstardfmat.6.Throughlargea

6、mountsofinfoobtainedbyalldepartmentsconsolidatedinGuestHistywewillprovidefastefficientservicetoallGuests.6.通過(guò)來(lái)自所有部門的大量信息和統(tǒng)一合并輸入客史的檔案，我們將對(duì)所有的客人提供快速有效的服務(wù)。Stard:Guestswithnoarrivaltime&pickupshallbegreetedreceivedbyButlerso

7、nthefloupontheirarrival.標(biāo)準(zhǔn)：標(biāo)準(zhǔn)：當(dāng)沒有到達(dá)和接機(jī)時(shí)間的客人到達(dá)時(shí)，專職管家需在樓層上問(wèn)候和接待。Procedures:1.FrontServiceRoomControllerwillpreblockarrivalroomswheneverpossible.2.Butlershallinspectassignedguestroomensureeverythingintheroomisreadyfoccupyin

8、g.3.UponguestarrivesinReceptionGSAshallverifythereservationinfmButlerofthisparticularguest’sarrival.4.Butlershallproceedtoguestliftlobbyofassignedroom’sflowaitfguest’scomingup.5.GSALobbyButlershallesctguesttotheflointrod

9、uceButlerofthatflotoguestatliftlobby.6.Butlershallgreetreceivetheguestafterbeingintroducedproceedtoinroomregistrationservicefacilityintroduction.(RefertoS&PRMBUA020&A021)7.AftercompletingthegreetingButlershallupdateguest

10、profilewithgreetingtype–FloGreetingffuturereference.程序：程序：1.前臺(tái)客房控制員將把預(yù)抵客房事先排定。2.專職管家需檢查已排定的客房并確?？头恳褳榭腿巳胱∽龊脺?zhǔn)備。3.當(dāng)客人到達(dá)前臺(tái)時(shí)，前臺(tái)接待需確認(rèn)其預(yù)定并告知專職管家該客人的到達(dá)。4.專職管家需在排定的客房所在樓層電梯廳等待客人到達(dá)。5.前臺(tái)接待或樓層專職管家需引領(lǐng)客人至樓層，并在電梯廳將該樓層的專職管家介紹給客人。6.專職管家需

11、在介紹之后問(wèn)候并接待客人，完成房?jī)?nèi)入住登記和服務(wù)設(shè)備的介紹。（參考S&PRMBUA020&A021）7.完成問(wèn)候之后，專職管家需以問(wèn)候類別—樓層問(wèn)候來(lái)更新賓客文檔，以備日后參考。[REPLYVIEW][REPLYVIEW]Stard:ShallthereareguestsnotbeinggreetedreceivedbyButlerinthelobbyonthefloButlershallmakeselfintroductionoffe

12、rbutlerservices.Butlershalltakethisactionwithin10minutesafterguestenterstheroom.標(biāo)準(zhǔn)：標(biāo)準(zhǔn)：專職管家如沒有在大堂或樓層上問(wèn)候和迎接抵店客人，就需要進(jìn)行客房?jī)?nèi)的自我介紹和提供專職管家服務(wù)。專職管家需在客人進(jìn)入房間后10分鐘內(nèi)完成這一任務(wù)。Procedures:1.FrontServiceRoomControllerwillpreblockarrivalroom

13、swheneverpossible.2.Butlershallinspectassignedguestroomensureeverythingintheroomisreadyfoccupying.3.UponknowingguestalreadyenteredtheroomButlershallcheckwithGSAwhoesctedguestjust程序：程序：1.前臺(tái)客房控制員將把預(yù)抵客房事先排定。2.專職管家需檢查已排定的客房并