饭店服务与管理教案：处理需商务中心服务的要求.doc

Standard: Butlers will accept all requests with regard to Business Center Facilities Services in a professional and courteous manner. They will not transfer responsibility to Business Center associate but will request assistance politely from them in order to personally deliver and fulfill Guest request. Procedures: Upon receiving a request that requires Business Center Facilities or Services, accept the responsibility of the request, record all required information and acknowledge to Guest that it will be done. All Requests must be completed and information confirmed back to the Guests within 10 minutes. If the request requires assistance from your associate in the Business Center, call a BC associate from the Pantry room and inform them of the request. However, again keep in mind the request must be delivered to Guest within 10 minutes. Record all request in the daily Guest Needs and Preferences log sheet with accurate time, type of request, time of delivery, etc. Butlers must be knowledgeable with all Facilities in the Business Center, prices of rental and services, meeting arrangements etc. in order to be able to answer all questions and inquiries about the Business Center and to take required information for purpose of arranging a meeting or equipment request. Good communication and accurate transfer of request is essential to fulfill the request and meet the Guest Expectations. 标准： 专职管家将以专业周到的态度接受所有有关于需要使用商务中心的设施和服务的要求。他们不用把责任转给商务中心的员工，但为了亲自提供服务以满足客人的要求，会需要商务中心员工的协助。 程序： 当收到有关商务服务方面的服务要求时，承担相关责任，记录下所有所需信息，并向客人确认要求会被满足。 所有要求的完成和确认信息的反馈都需在10分钟内完成。 如果是需要商务中心员工的协助才能完成的要求，回到工作间打电话给他们并告知要求。然后再次提醒自己，客人所需的服务必须在10分钟内送到。 在日常客人需求和喜好记录单上详细记录所有的要求，如准确的时间、要求的类型、送抵时间等。 专职管家必须具有商务中心所有设施、租金、服务费和会议安排等方面的知识，以便能回答所有有关于商务中心的问题并且取得有关安排会议或设备所需的信息。 对于满足客人的期望而言，良好的交流及准确的传达要求是十分重要的。 1