饭店服务与管理教案：处理需接待服务的要求.doc

Standard: Butlers will accept all requests with regard to Reception Services Inquiries in a professional and courteous manner. They will not transfer responsibility to Reception associate but will request assistance politely from them in order to personally deliver and fulfill Guest request. Procedures: Upon receiving a request that requires Receptionist Services or information, 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 Reception Desk, call a Reception 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 services and inquiries concerning the Reception Desk. Such request could include the following: Late Check-out request Billing inquiries and questions Rate concerns All other that may come about, however you need to be able to answer all questions and inquiries about Reception Services and to take required information for purpose of fulfilling Guests 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接待和询问服务的要求。他们不用把责任转给接待处的员工，但为了亲自提供服务以满足客人的要求，会需要接待处员工的协助。 程序： 当收到有关接待处方面的服务要求和询问时，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。 如果是需要接待处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分钟内送到或根据要求尽快完成。 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。 专职管家必须具有有关前台接待和问讯方面的知识。 这些要求可能包括以下内容： 延迟退房要求 帐单查询和问题 相关汇率 虽然 可能出现其他问题，您仍需要回答所有有关于接待服务的问题和询问并且取得为了满足客人要求所需的信息 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