酒店出租设备服务标准操作(中英版).pdf

. 酒店出租设备服务标准操作规程 UEST XPECTATION G E 客人期望 : Sometimes I need a LCD projector or a Fax machine. This Equipment needs to be in good condition, clean and functioning. I expect assistance in set up by people who know what they are doing. 有时我需要一部液晶投影仪或一部传真机，须要该设备状态良好、洁净且能正常工作。 希望员工可以熟练的安装设备。 Why is this task important for you and our guests? 为什么该任务对你和我们的客人都很重要？ Answers 回答 : 1. I understand the guest ’s expectation. 我了解客人的期望。 2. All our guests are Business people and have high expectations. 所有 的商务客人都对服务都有很高的期望。 3. We are able to show our professionalism. 我们能展示我们的职业水准。 4. We are able to increase our GSTS score. 我们要提高客人的满意度。 5. We need to deliver all equipment in great condition. 我们提供状态极 佳的设备。 STEPS步骤 How / Standards 标准 1) Welcome 欢迎 Welcome the guest and ask Guest kindly: 问候客 人并礼貌地对客人讲：“ How may I help you ”? “我能 帮你忙吗”？ 2) Check 核查 Check if the equipment is available before accepting the assignment. 检查设备是否可以使用。 精选范本 . STEPS步骤 How / Standards 标准 If you are not able to complete the task, ask for help from your Supervisor. 如果你不能完成该任务， 请求主管帮助。 Obtain the guests