Starwood_WOW星级恢复.doc

STAR RECOVERY GUIDELINES Revised on: January 31, 2005 AREA PROBLEM DESCRIPTION SEVERITY Action Plan Reservation and Check-in Check-in入住 Check in process takes a long time 入住过程时间过长 Low 低 ( Verbal apology by GSA/GRM. GSA/GRM口头致歉 ( Offer late check-out according to availability. 根据住房率，提供延迟退房 Delayed check-in due to room not ready or Fidelio system failure 因为房间尚未清洁好或电脑系统故障延迟入住 Medium 中 ( Verbal apology by GSA/GRM. GSA/GRM口头致歉 ( Offer welcome drinks at Garden Lounge/Pagoda Lounge while guest waits. 等候期间在翠荫廊/塔影廊提供客人饮料 ( Inform guest immediately when room is ready. 房间一准备好立即通知客人 ( Grant only one out of the following: 可以采取以下其中一种处理方式： a. Complimentary F3 sent to room after check-in.客人入住后提供客人免费标准F3水果盘 b. Offer late check-out according to availability.根据住房率，提供延迟退房 c. Offer room upgrade to next best category according to availability.根据住房率，将房间升级至下一级别最好的房间 ( Update guest profile background notes by GSA/GRM GSA/GRM更新客史资料 Room Type房间类型 Incorrect room type 房间类型错误 Medium 中 ( Verbal apology by GSA/GRM. GSA/GRM口头致歉 ( Reconfirm room type requested. 重新确认客人要求的房间类型 ( Grant only a or b: 采取a或b 处理方式 a. Complimentary F3 with an apology card sent to room after check-in.客人入住后提供免费F3水果盘并附致歉卡 b. Offer late check-out according to availability.根据住房率，提供延迟退房 ( Update guest profile background notes. 更新客史资料 Confirmed room type not available at check-in 入住时不能提供为客人确认过的房间类型 High 高 ( Verbal apology by GRM/MOD. GRM/值班经理口头致歉 ( Grant a b, last c: 可以采取以下a和b的处理方式，最后可用C： a. Complimentary F3 sent to room after check-in with apology card.  客人入住后提供客人F3水果盘并附致歉卡 b. Offer late check-out according to availability根据住房率，提供延迟退房 c. Offer room upgrade to next best category according to availability. 根据住房率，将房间升级至下一级别最好的房间 ( Update guest profile background notes. 更新客史资料 No room available with guaranteed booking 不能提供客人担保预订过的房间 High 高 ( Verbal apology by GRM/FOM/MOD and if necessary GM/EAM. GRM/FOM/值班经理口头致歉如果有需要GM/EAM口头致歉 ( Pre-contact Neighbour Hotel and s