准
运
作
程
序
STANDARDOPERATIONPROCEDURE
TASK: Handling the guests’ complains处理客人的投诉
Reference Dept :Rooms Division—Assistant Manager
部门:房务部—大堂经理
SOP NO.:Assistant Manager SOP 003
标准运作程序号:大堂经理 标准运作程序 003
Date:February 10,2006
日期:2006年2月10日
What to do /
Purpose
做什么/目的
How to do it / procedure
怎样做/程序
Why
为什么
Know information
了解信息
Handling the guests’ complains处理客人的投诉
The Assistant Manager should warmly receive the guest who complains and listen to the guest carefully while talking to the guest. After you clear the truth from our staff and the guest, he or she will have to explain first and apologize to the guest for the inconvenience, make the right judgement and handle the complain in time. We should try our best to ask for the guest’s understandings.
热情接待客人,认真倾听客人投诉内容,针对客人投诉内容作以解释及致歉,认真分析投诉事件,调查处理投诉,尽可能多的了解事件详情,正确判断、妥善处理问题,及时将处理情况告诉客人,尽可能得到客人的谅解。
By dealing with the big issues and incidents reported by Department, the Assistant Manager should contact with the hotel EOD in time to take measures, if still can’t be settled. AM and EOD should inform RM. After that, we have to tell the guest the measures we take and the results we follow up to calm down the guest. To rectify the event, to take down notes and make preventive proposals in order that we can improve our service quality and standards.
由部门报告给大堂经理的重大投诉或事件,大堂经理应该通知当日EOD,如果EOD和大堂经理不能妥善解决,应及时通知驻店经理,将投诉处理结果或采取的措施告诉客人尽可能挽回因投诉事件给客人造成的负面影响,公平、公正地处理问题,客人反映的问题、事件作好分析、处理情况的详细记录,留存事件分析、处理情况的记录,预见性的改进服务质量。
Deal with in time and get
understanding
处理及时获取谅解
STANDARDOPERATIONPROCEDURE
TASK: Daily checking 每日巡查
Reference Dept :Rooms Division—Assistant Manager
部门:房务部—大堂经理
SOP NO.:Assistant Manager SOP 003
标准运作程序号:大堂经理 标准运作程序 003
Date:February 10,2006
日期:2006年2月10日
What to do /
Purpose
做什么/目的
How to do it / procedure
怎样做/程序
Why
为什么
Examine and
director
检查督导
Daily checking
每日巡查
The Assistant Manager should be familiar with his work procedure,standards and regulations. He or she will do the service directing,checking the service equipment,facility and the sanitation and taking records about the existing events.To rectify the problems and follow up to increase the service standards.
熟悉酒店相关工作程序、标准及规章制度,对服务质量的督查,对卫生清洁及设施、设备的检查,对存在问题作好记录,及时发现工作中存在的问题,并加以督导,从而保持、提升酒店服务水准。
Keep
standard
保持水准
STANDARDOPERATIONPROCEDURE
TASK:Room Checking 查房
Reference Dept :Rooms Division—Assistant Manager
部门:房务部—大堂经理
SOP NO.:Assistant Manager SOP 003
标准运作程序号:大堂经理 标准运作程序 003
Date:February 10,2006
日期:2006年2月10日
What to do /
Purpose
做什么/目的
How to do it / procedure
怎样做/程序
Why
为什么
Room checking
查房
Room Checking
查房
To be familiar with the five-star hotel room equipment and sanitation standards.You knock the door first before you use the key to open it,and then start checking either from your left or right so you will not miss one thing.To take records and to follow up the exiting matters with the departments concerned to make sure that every room is well equipped and ready to sell.
熟悉查房标准、五星级酒店客房设施、设备及卫生标准的要求,敲门进入房间,按顺时针或逆时针查房目的是避免遗漏。及时通知相关部门跟进并做好记录,及时跟进房间存在的问题,确保房间质量标准。
Find problem
发现问题
STANDARDOPERATIONPROCEDURE
TASK:Compensation 索赔
Reference Dept :Rooms Division—Assistant Manager
部门:房务部—大堂经理
SOP NO.:Assistant Manager SOP 003
标准运作程序号:大堂经理 标准运作程序 003
Date:February 10,2006
日期:2006年2月10日
What to do /
Purpose
做什么/目的
How to do it / procedure
怎样做/程序
Why
为什么
compensation
索赔
Compensation 索赔
To make sure that the compensation rates of the goods, check with the guests and claim the compensation according to the hotel police. The VIPs could be treated differently based on the background of the guests. You should pay attention to the way of speaking while you talk to the guests. To take records and hand over to the next shift.
确认被损物品的赔偿价格,与客人核实被损物品情况,向客人索赔。落实赔付情况,酌情对待VIP客人,作好记录、交接,按照酒店规定损坏酒店财物需照价赔偿,但应特别注意说话方式,进行索赔。
Insure
Hotel
benefit
确保酒店利益