国际酒店问题处理方法.doc

STAR RECOVERY GUIDELINESRevised on: January 31, 2005AREAPROBLEM DESCRIPTIONSEVERITYAction PlanReservationandCheck-inCheck-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 search for available room and book room 提前联系相邻的其他酒店寻找并且预订可住的房间 Contact Transportation department to send Limousine to Hotel lobby 同车队联系派车送到酒店大堂 GRM escorts guest to booked Hotel GRM 陪同客人到预订的酒店 SSH pay for Room/One telephone call/Limousine transfer 苏州喜来登支付房费/一次电话费/豪华轿车接送 Following day, guest returns to SSH by limousine. 第二天客人乘豪华轿车返回苏州吴宫喜来登大酒店 Guest is met by GRM/FOM and if necessary GM/EAM. GRM/FOM如有需要GM/EAM迎接 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房间 Complimentary F2 with an apology card sent to room after check-in. 客人入住后F2水果盘并附致歉卡 Update guest profile background notes. 更新客史资料Staff员工Staff unable to provide information when requested员工不能提供客人需要的信息Low低 Verbal apology by complaint receiver and provides guest with information accordingly.接到投诉的员工口头致歉并且提供客人需求的信息Staff not courteous or unfriendly员工不礼貌或态度无理Medium中 Verbal apology by GRM. GRM口头致歉 Complimentary F3 with an apology card sent to room.客人入住后提供F3水果盘并附致歉卡Luggage行李Luggage delivered late to room after check-in入住后行李送至房间速度太慢Low低 Verbal apology by Chief Concierge/Shift Leader.礼宾部经理/主管口头致歉 A follow-up call to guest room after delivery.行李送至房间后跟进致歉电话 Update guest profile background notes.更新客史资料Luggage lost/damaged (Hotel is responsible)行李丢失/损坏(由于酒店的责任)High高 Verbal apology by GRM/MOD.GRM/值班经理口头致歉 Send an apology letter from GRM/MOD.GRM/值班经理发出致歉信 Replace or reimburse for lost/damaged item as per Hotel policy. (guest should provide detail list, and invoice of all the items as well)根据酒店政策使用其他物品代替或者偿还丢失/损坏的物品(客人需提供 物品清单及发票) A follow-up call to guest room after appropriate action taken.在采取行动后通过电话跟进此事 Update guest profile background notes.更新客史资料 Incident Report. 事故报告Lobby大堂Dirty Hotel lobby area酒店大堂区域不清洁Low低 Verbal apology by GSA/GRMGSA/GRM口头致歉 Contact HSKP immediately. 与管家部联系及时跟进Others其他Checked into an unmade room提供尚未清洁的房间供客人入住High高 Verbal apology by GRM/MODGRM/值班经理口头致歉 Offer welcome drinks at Garden Lounge/Pagoda Lounge在萃英廊/塔影廊提供客人欢迎饮料 Immediately assign a clean room with an upgrade to one category higher.立即分配一间清洁空房并升级至下一级别最好的房间 Complimentary F2 with an apology card sent to room. 提供客人免费F2水果盘，并附致歉卡 Update guest profile background notes.更新客史资料Guest is given room occupied by another guest提供一间住客房供客人入住High高 Verbal apology by GRM/MOD.GRM/值班经理口头致歉 Immediately assign a clean room with an upgrade to one category higher.立即分配一间清洁空房并升级至下一级别最好的房间 Complimentary F2 with an apology card sent to room.提供客人免费F2水果盘并附致歉卡 Update guest profile background notes更新客史资料Guest RoomCleanliness卫生Room/Bathroom not clean房间浴室不清洁Low低 Verbal apology by complaint receiver.接到投诉的员工口头致歉 Inform Housekeeping for room attendant to clean room/ bathroom immediately.通知客房部立即清洁房间/浴室 Complimentary F3 with an apology card sent to room.提供客人免费F3水果盘并附致歉卡Room not turned down 没有提供开夜床服务Low低 Verbal apology by complaint receiver.接到投诉的员工口头致歉 Inform Housekeeping for room attendant to do turn down immediately.通知客房部立即提供客人开夜床服务 Extend turn down service for guest entire stay.在客人驻留期间给客人提供开夜床服务 Update guest profile background notes.更新客史资料Insects in room房间内出现昆虫Medium中 Verbal apology by complaint receiver.接到投诉的员工口头致歉 Offer room change immediately.立即换房 Complimentary F3 with an apology card sent to room.提供客人免费F3水果盘并附致歉卡 Offer choice of spray or electrical repellent.提供杀虫喷雾剂或电驱虫熏香供客人选择 Update guest profile background notes.更新客史资料Amenities 客用洗漱用品Bathroom amenities not supplied or re-stocked没有提供或补充卫生间的客用洗漱用品Low低 Verbal apology by complaint receiver.接到投诉的员工口头致歉 Inform Housekeeping to replace amenities immediately.通知客房部立即补充客用洗漱品 A follow-up call in the next 10 minutes to ensure delivery.10分钟以后跟进电话确保此项服务Furniture/Fittings and Appliances家俱/设施设备Door squeaky or noisy开关门时发出噪音Low低 Verbal apology by complaint receiver.接到投诉的员工口头致歉 Inform Engineering Dept. for immediate rectification.通知工程部立即维修 A follow-up call in the next 10 minutes to ensure delivery.10分钟以后跟进电话确保此项服务Defective table lamp or room lights台灯或房间内的灯有缺陷Low低 Verbal apology by complaint receiver.接到投诉的员工口头致歉 Inform Engineering Dept. for immediate rectification.通知工程部立即维修 A follow-up call in the next 10 minutes to ensure delivery.10分种以后跟进电话确保此项服务 If rectification is not possible within 20 minutes GSA moves guest to another room with upgrade of one level provided if necessary. 如果不能在20分钟内维修好，如有必要GSA给客人升级到下一个级别的房间。Plumbing， heating， A/C工程Air-conditioning not cold or too cold空调不制冷或太冷Low低 Verbal apology by complaint receiver.接到投诉的员工口头致歉 Inform Engineering Dept. for immediate rectification.通知工程部立即维修 If rectification is not possible within 20 minutes GSA moves guest to another room with upgrade of one level provided if necessary. 如果不能在20分钟内维修好，如有必要GSA给客人升级到下一个级别的房间。 Complimentary F3 with an apology card sent to room. 提供客人免费F3水果盘并附致歉卡Air-conditioning unit leaks空调漏水Low低 Verbal apology by complaint receiver.接到投诉的员工口头致歉 Inform Engineering Dept. for immediate rectification.通知工程部立即维修 If rectification is not possible within 20 minutes GSA moves guest to another room with upgrade of one level provided if necessary. 如果不能在20分钟内维修好，如有必要GSA给客人升级到下一个级别的房间。 Complimentary F3 with an apology card sent to room. 提供客人免费F3水果盘并附致歉卡Air-conditioning not working空调失灵Medium中 Verbal apology by complaint receiver.接到投诉的员工口头致歉 Inform Engineering Dept. for immediate rectification.通知工程部立即维修 If rectification is not possible within 20 minutes GSA moves guest to another room with upgrade of one level provided. 如果不能在20分钟内维修好，GSA给客人升级到下一个级别的房间。 Complimentary F3 with an apology card sent to room.客人入住后提供客人免费F3水果盘并附致歉卡 Update guest profile background notes.更新客史资料No hot water没有热水Medium中 Verbal apology by complaint receiver.接到投诉的员工口头致歉 Inform Engineering Dept. for immediate rectification.通知工程部立即维修 If rectification is not possible within 20 minutes GSA moves guest to another room with upgrade of one level provided. 如果不能在20分钟内维修好，GSA给客人升级到下一个级别的房间。 Complimentary F3 with an apology card sent to room.客人入住后提供免费F3水果盘并附致歉卡 Update guest profile background notes.更新客史资料Low water pressure水压过低Medium中 Verbal apology by complaint receiver.接到投诉的员工口头致歉 Inform Engineering Dept. for immediate rectification.通知工程部立即维修 If rectification is not possible within 20 minutes RSM moves guest to another room with upgrade of one level provided. 如果不能在20分钟内维修好，GRM给客人升级到下一个级别的房间。 Complimentary F3 with an apology card sent to room.客人入住后提供免费F3水果盘，并附致歉卡 Update guest profile background notes.更新客史资料Shower door leaks and wets the bathroom floor淋浴门漏水，弄湿卫生间地面Medium中 Verbal apology by complaint receiver.接到投诉的员工口头致歉 If rectification is not possible within 20 minutes GSA moves guest to another room with upgrade of one level provided. 如果不能在20分钟内维修好，GSA给客人升级到下一个级别的房间。 Complimentary F3 with an apology card sent to room.客人入住后提供免费F3水果盘并附致歉卡 Update guest profile background notes.更新客史资料Toilet overflows马桶外溢High高 Verbal apology by GRM/MOD.GRM/值班经理口头致歉 If rectification is not possible within 20 minutes GRM moves guest to another room with upgrade of one level provided. 如果不能在20分钟内维修好，GRM给客人升级到下一个级别的房间。 Complimentary F2 with an apology card sent to room.提供客人免费F2水果盘并附致歉卡 Update guest profile background notes.更新客史资料Toilet cannot be flushed马桶不冲水High高 Verbal apology by GRM/MOD.GRM/值班经理口头致歉 Inform Engineering Dept. for immediate rectification.通知工程部立即维修 If rectification is not possible within 20 minutes GRM moves guest to another room with upgrade of one level provided if necessary. 如果不能在20分钟内维修好，如有必要GRM给客人升级到下一个级别的房间。 Complimentary F2 with an apology card sent to room.提供客人免费F2水果盘，并附致歉卡 Update guest profile background notes.更新客史资料TV/Entertainment/Internet电视/娱乐/因特网Defective TV set or TV remote control电视机或遥控器有缺陷Low低 Verbal apology by complaint receiver.接到投诉的员工口头致歉 Inform Engineering Dept. for immediate rectification.通知工程部立即维修 If rectification is not possible within 20 minutes GRM moves guest to another room with upgrade of one level provided. 如果不能在20分钟内维修好，GRM给客人升级到下一个级别的房间。 A follow-up call in the 20 minutes to ensure delivery.20分钟以后跟进电话确保此项服务Noise/Smell噪音/气味Excessive noise from other rooms其他房间产生的巨大的噪音Low低 Verbal apology by complaint receiver.接到投诉的员工口头致歉 Check to identify rooms causing excessive noises.检查并确认产生噪音的房间 Politely contact guests in the identified rooms to lower down the volume of noises.礼貌地请客人降低音量 After 20 minutes with Security check that noise from identified room(s) has ceased. 保安部20分钟后检查确认的房间是否还有噪音 If noise has not ceased, knock on door and politely once again ask guest to lower the volume of noises due to other guests having difficulty with sleeping. 如果噪音没有停止，有礼貌地再次敲门让客人减少噪音避免影响其他客人睡觉 An apology card sent to guest room following day. 第二天送致歉卡致客人房间。Excessive noise from air-conditioning unit 空调机产生的巨大噪音Medium中 Verbal apology by complaint receiver.接到投诉的员工口头致歉 Inform Engineering Dept. for immediate rectification.通知工程部立即维修 If rectification is not possible within 20 minutes GSA moves guest to another room with upgrade of one level provided if necessary. 如果不能在20分钟内维修好，如有必要GSA给客人升级到下一个级别的房间。 Complimentary F3 with an apology card sent to room.提供客人免费F3水果盘并附致歉卡Non-smoking room smells of smoke非吸烟房间有烟味Medium中 Verbal apology by complaint receiver.接到投诉的员工口头致歉 If guest still do not feel comfortable with any lingering smoke smell， offer a room change.(GSA/GRM to ensure the new room assigned to guest is smoke smell free prior to escorting guest there)如果客人对滞留的烟味感到不舒服，立即换房（GSA/GRM确保新的房间没有烟味并且护送客人进入房间） Inform Housekeeping to freshen-up the room(i.e. sending dry flowers with some drops of essential oil to room)通知客房去除房间烟味（例如准备一些带有浓缩香味的干花放置到房间内） Complimentary F2 with an apology card sent to room.提供客人免费F2水果盘，并附致歉卡 Update guest profile background notes.更新客史资料Bedding/Linen 床上用品Pillow too hard or too soft枕头太硬或太软Low低 Verbal apology by complaint receiver.接到投诉的员工口头致歉 Politely ask guest on pillow type preference.礼貌询问客人枕头的喜好类型 Inform Housekeeping for pillows to be sent to room immediately.通知客房部立即把枕头送到客房 Update guest profile background notes.更新客史资料Others其他Defective Key Card钥匙卡有缺陷Low低 Verbal apology by complaint receiver.接到投诉的员工口头致歉 Immediately replace with new room key.立即更换钥匙卡 Have a bellman escort guest to ensure room door can be opened.请行李生护送客人至房间确保钥匙打开房门 An apology card sent to guest room. 送致歉卡致客人房间。Theft of guest belongings from room(CONFIRMED)客人置于房间内的财物被窃(已确认的)High高 GM/GRM/MOD personally apologize to guest.GM/GRM/值班经理亲自致歉 Obtain all relevant details relating to the theft. Advise member of the Executive Office & Finance获得偷窃的相关详细资料, 通知行政办公室及财务部相关人员 Offer a room change with upgrade to the next best room category.提供客人换房并升级至下一级别最好房间 Complimentary F2 with an apology card sent to room.提供客人免费F2水果盘（deluxe fruit bowl），并附致歉卡 Ask guest whether necessary to involve local PSB. 限性询问客人是否需要联系当地公安机关 With the co-operation of Security Dept. and PSB conduct a detailed investigation on the thievery. 配合保安部及公安局开展详细调查 GRM/MOD to ask guest to send cost of said stolen items and to provide where possible receipts.GRM/MOD询问客人所丢失物品的价值如有可能提供相关的购物发票 Incident Report 事故报告In-RoomDiningTimeliness时间In-Room Dining meals delivered late客房送餐时间过长Low低 Verbal apology by complaint receiver.接到投诉的员工口头致歉 Immediate follow-up on food delivery within the next 15 minutes.15分钟内立即跟进食品的传递 Offer guest complimentary coffee/tea or dessert.提供客人免费的咖啡/茶或甜点Preparation准备Poor Food and Beverage quality质量差的食品和酒水Low低 Verbal apology by complaint receiver.接到投诉的员工口头致歉 Offer to replace with a new dish.立即给客人更换 Courtesy approach by Outlet Manager.餐厅经理礼貌的询问客人Food items missing in the order漏掉了客人点单上的食品Low低 Verbal apology by complaint receiver.接到投诉的员工口头致歉 Confirm order again and ensure item is served within the next 15 minutes.确认客人的点单并确保在15分钟内提供菜品 Offer guest complimentary coffee/tea.提供客人免费的咖啡/茶 Follow-up on guest satisfaction.跟进确保客人满意Food not prepared according to guest specifications made during order没有根据客人的要求准备食品Medium中 Verbal apology by complaint receiver.接到投诉的员工口头致歉 Confirm guest specification again and offer to replace with a new dish within the next 15 minutes.确认客人的特殊要求并确保在15分钟内提供菜品 Offer guest complimentary coffee/tea or dessert.提供客人免费的咖啡/茶或甜点 Courtesy approach by Outlet Manager to follow-up on guest satisfaction.餐厅经理礼貌的询问客人确保客人满意Wrong food order delivered上菜出错Medium中 Verbal apology by complaint receiver.接到投诉的员工口头致歉 Replace with the actual ordered food immediately.立即更换，提供客人正确的菜品 Offer complimentary drink while guest waits.客人在等候时提供客人免费的饮料 Follow-up on guest satisfaction.跟进确保客人满意Staff员工Associate gives wrong answers to guest questions on food items客人提出关于食品的问题时，员工提供客人错误的信息Medium中 Verbal apology by Outlet Manager.餐厅经理口头致歉 Immediately provide guest with the proper information requested.立即提供客人所需的正确信息 Offer guest complimentary drink.提供客人免费的饮料Associate not courteous or unfriendly员工不礼貌或态度无理Medium中 Verbal apology by Outlet Manager/MOD.餐厅经理/值班经理口头致歉 Offer complimentary coffee/tea or dessert.提供客人免费的咖啡/茶或甜点Others其他CONFIRMED Food poisoning as a result of consuming In-Room Dining meals经确认房间内用餐引起的食物中毒Catastrophic极其严重 Verbal apology by DOFB/MOD/GRM.餐饮总监/值班经理/GRM口头致歉 Waive charges for the meal consumed.对客人消费的食品提供免单 House doctor visits twice daily minimum. 酒店医生每天至少两次看望 In-house medical expenses on house account.酒店承担内部发生的医药费 Fresh flowers sent to guest room with an apology letter from GM/EAM.赠送客人鲜花并附致GM/EAM签署的致歉卡 Personal visit/call by the DOFB.餐饮总监亲自探望或致电询问 Offer complimentary one night accommodation for the next visit with breakfast inclusive.提供客人下次入住免一间/夜的含早的房费的优惠 Update guest profile background notes.更新客史资料 Incident report 事故报告Foreign objects in food (In-house Guest)食品中发现异物 (住店客人)Catastrophic极其严重 Verbal apology by Outlet Manager/MOD/GRM.餐厅经理/值班经理/GSM口头致歉 Offer to replace with a new dish.立即更换 Offer alternative item if guest rejects the offer for a replacement.如果客人拒绝更换，提供客人选择 Waive charges for the meal consumed.对客人消费的食品免单 Offer complimentary fruit platter/coffee or tea/dessert.提供客人免费的果盘(fruit platter)/咖啡或茶/点心 Complimentary F2 with apology card sent to guest room from the DOFB.提供客人免费F2水果盘并附餐饮总监签署的致歉卡 Invite guest to return for a complimentary meal for this stay or during his next visit to the Hotel.在客人逗留酒店或下次入住酒店时，邀请客人免费再次进餐 Update guest profile background notes.更新客史资料 Incident report.事故报告Foreign objects in food (Outside Guest)食品中发现异物 (非住店客人)Catastrophic极其严重 Verbal apology by Outlet Manager/MOD/GRM.餐厅经理/值班经理/GSM口头致歉 Offer to replace with a new dish.立即更换 Offer alternative item if guest rejects the offer for a replacement.如果客人拒绝更换，提供客人选择 Waive charges for the meal consumed.对客人消费的食品免单 Offer complimentary fruit platter/coffee or tea/dessert.提供客人免费的果盘(fruit platter)/咖啡或茶/点心 Provide guest with 2 complimentary buffet coupon. 提供客人两张免费自助餐券。 Incident report.事故报告Telephone/ Ope