xxx大酒店貼身管家服務程序(butler sop)

1、大酒店管家服務程序大酒店管家服務程序Stard:Butlerswillhavebasicknowledgeaboutmattersofticketingabletocompletesomebasicstepsinresolvingthem.標準：標準：專職管家應有關于機票事宜的基本知識，并能夠完成解決這些問題的基本步驟。Procedures:1.Butlersshallbeknowledgeableoftypeofguestreques

2、tsrelatingtomattersofairticketing:Reservation:Toreservebookaseatonaflightfaguestpassenger.Reconfirmation:Toconfirmwithairlinethatguestisleavingonaparticulardayviaaparticularflight.Change:Tochangeguest’sdeparturedatefligh

3、tnumberdeparturetime.Reroute:Changingofdestination.Endsement:Changingofcarrierairlinecompany.Refund:Canonlybedonebyguestfromplaceofissuepurchasing.2.Butlershallbeknowledgeableofkeyinfmationindicatedonairticket:Nameofpass

4、engersDeparturedatetimeNameofairlinecompanyFlightnumberClassofseatsFromwhichcitytowhichdestinationReservationstatus程序：程序：1.專職管家在客人各種關機票事宜的要求上應具備足夠豐富的知識：預定：為客人或乘客在某一航班上保留預定一個位子。確認：與航空公司確認客人將在特定的日期經(jīng)由特定的航班離開。更改：更改客人的離開日期，航班

5、號離開時間。變更旅程：變更目的地。遷票：變更航班航空公司。退票：只能經(jīng)由客人從出票或購票處完成。2.專職管家應對機票上顯示的關鍵信息足夠了解：乘客姓名離開日期時間航空公司航班號艙位從哪一城市至那一目的地預定情況ofGueststofindGuestneedspreference.5.AllguestpreferenceshallbeinputintoOPERAguestprofileinstardfmat.6.Throughlargea

6、mountsofinfoobtainedbyalldepartmentsconsolidatedinGuestHistywewillprovidefastefficientservicetoallGuests.6.通過來自所有部門的大量信息和統(tǒng)一合并輸入客史的檔案，我們將對所有的客人提供快速有效的服務。Stard:Guestswithnoarrivaltime&pickupshallbegreetedreceivedbyButlerso

7、nthefloupontheirarrival.標準：標準：當沒有到達和接機時間的客人到達時，專職管家需在樓層上問候和接待。Procedures:1.FrontServiceRoomControllerwillpreblockarrivalroomswheneverpossible.2.Butlershallinspectassignedguestroomensureeverythingintheroomisreadyfoccupyin

8、g.3.UponguestarrivesinReceptionGSAshallverifythereservationinfmButlerofthisparticularguest’sarrival.4.Butlershallproceedtoguestliftlobbyofassignedroom’sflowaitfguest’scomingup.5.GSALobbyButlershallesctguesttotheflointrod

9、uceButlerofthatflotoguestatliftlobby.6.Butlershallgreetreceivetheguestafterbeingintroducedproceedtoinroomregistrationservicefacilityintroduction.(RefertoS&PRMBUA020&A021)7.AftercompletingthegreetingButlershallupdateguest

10、profilewithgreetingtype–FloGreetingffuturereference.程序：程序：1.前臺客房控制員將把預抵客房事先排定。2.專職管家需檢查已排定的客房并確?？头恳褳榭腿巳胱∽龊脺蕚?。3.當客人到達前臺時，前臺接待需確認其預定并告知專職管家該客人的到達。4.專職管家需在排定的客房所在樓層電梯廳等待客人到達。5.前臺接待或樓層專職管家需引領客人至樓層，并在電梯廳將該樓層的專職管家介紹給客人。6.專職管家需

11、在介紹之后問候并接待客人，完成房內入住登記和服務設備的介紹。（參考S&PRMBUA020&A021）7.完成問候之后，專職管家需以問候類別—樓層問候來更新賓客文檔，以備日后參考。[REPLYVIEW][REPLYVIEW]Stard:ShallthereareguestsnotbeinggreetedreceivedbyButlerinthelobbyonthefloButlershallmakeselfintroductionoffe

12、rbutlerservices.Butlershalltakethisactionwithin10minutesafterguestenterstheroom.標準：標準：專職管家如沒有在大堂或樓層上問候和迎接抵店客人，就需要進行客房內的自我介紹和提供專職管家服務。專職管家需在客人進入房間后10分鐘內完成這一任務。Procedures:1.FrontServiceRoomControllerwillpreblockarrivalroom

13、swheneverpossible.2.Butlershallinspectassignedguestroomensureeverythingintheroomisreadyfoccupying.3.UponknowingguestalreadyenteredtheroomButlershallcheckwithGSAwhoesctedguestjust程序：程序：1.前臺客房控制員將把預抵客房事先排定。2.專職管家需檢查已排定的客房并