饭店服务与管理教案：处理需礼宾服务的要求.doc

Standard: Butlers will accept all requests with regard to Concierge Services in a professional and courteous manner. They will not transfer responsibility to Concierge associate but will request assistance politely from them in order to personally deliver and fulfill Guest request. Procedures: Upon receiving a request that requires Concierge Services, accept the responsibility of the request, record all required information and acknowledge to Guest that it will be done. Confirmation of Airline Tickets Airline information Dinner Recommendations and Reservations Tickets for Entertainment Sightseeing Arrangements and Bookings 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 Concierge, call a Concierge associate from the Pantry room Phone and inform them of the request. However, again keep in mind the request must be delivered to Guest within 10 minutes or ASAP depending upon the request. 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 provide from the Concierge Department in order to be able to answer all questions and inquiries about the services provided and to take required information for purpose of arranging any 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礼宾部服务的要求。他们不用把责任转给礼宾部的员工，但为了亲自提供服务以满足客人的要求，会需要礼宾部员工的协助。 程序： 当收到有关礼宾部方面的服务要求时，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。 确认机票 航班信息 正餐推荐和预定 表演门票 观光安排和预定 所有要求的完成和确认信息的反馈都需在10分钟内完成。 如果是需要礼宾部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。 专职管家必须具备所有礼宾部所提供的服务方面的知识，以便能回答所有有关于礼宾部所提供的服务的问题并且取得为了满足任何要求所需的信息。 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