宾客接待管理制度.doc

Ventura Leatherware Mfy (BD) Ltd.文件编号File No.VLML/ADM-MP-005生效日期Effective Date:2/11/2015宾客接待管理制度The policy of entertaining guests版本号Version No.:A/0页数Pages.5宾客接待管理制度The policy of entertaining Guests1， 目的Purpose为规范公司的宾客接待管理，让每次的宾客接待工作能够有条不紊的开展，让来访宾客在我司有一个愉快的体验，以此更好地树立我司对外的公众形象和我司在公司心目中的美誉度；特制定本宾客接待管理制度。In order to standardize the management of entertaining guests, and make sure the entertaining job carried out in a good order, make sure the guest have a pleasant experience in our company, thus to improve our companys image and our companys reputation in guests heart. Herewith we made this .2， 适用范围Application scope本制度适用于公司所有的来访宾客. This policy is applicable to all the guests who visit our company.3， 定义Definition宾客：所有来我司考察，访问，学习的客户，供应商，社会团体，政府官员等统称为宾客。Guests: All the visitors such as the customers, suppliers, social organization and government officers who come to our company for visiting, discussing business and studying.4， 职责Obligations4.1，行政部负责宾客接待后勤工作如接机，会议室安排和布置，会议期间精美小吃安排，膳食安排，住宿安排，车辆安排等其他后勤工作。 The admin department responsible for providing the logistic work such as pick up the guests, arrange and decorating the conference room, arranging the snacks for meeting, foods arrangement and accommodation arrangement, car arrangement and other logistic work. 4.2，各相关部门负责按照本宾客接待管理制度按时提供宾客接待申请。 The concerned department responsible for submitting the according to 5， 规范执行Standardized implementation5.1，接待前准备；宾客接待由接待部门提前至少3天向行政部行政主任递交宾客接待申请，详细填写相关接待要求。 The preparation for pre-entertaining; the department responsible for entertaining should submit the to admin officer at least 3 days earlier, the reception department should fill in the application in details. 5.2, 后勤安排；在接到接待部门的申请后，行政部做相关后勤安排，如机票订购，接机车辆准备，鲜花预定，会议室布置，小吃准备；膳食安排，酒店预定，纪念品准备，送客车辆安排等。其中任何一项服务如果满足不了的，行政主任需提前2天告知申请部门，以便做相关变更。Logistic arrangement; after received the application from the reception department, the admin department should make the arrangement immediately, such as booking the air ticket, the car arrangement, booking the room in advance. Decorating the conference room, preparing the snacks, arrange the meal. Preparing the souvenir, preparing the car to send customers etc; if any item cant meet reception requirement, the admin department should inform the reception department 2 days earlier to make the change.5.2.1，机票订购，按照接待部门的要求，行政部为宾客订购机票，订购的机票须注明是公司付费还是宾客付费。行政部需及时把机票发给接待部门同事。Air ticket booking, the admin department should book the air ticket according to reception departments requirements; the reception should marked in the application who pay the ticket fee. The ticket specialist should send the ticket to reception department on time.5.2.2，车辆准备，接机车辆需提前1小时出发达到机场，以便有足够的时间应对交通堵塞等异常，以确保接机及时。送客车辆需提前10分钟到指定地点等待客人。 Car arrangement, the car arranged for picking up guests should arrived airport on hour earlier, for the purpose of having enough time to cope with the traffic jam and make sure pick up guests on time.5.2.3，会议室布置，提前20分钟布置好待客所需会议室，确保相关投影设备良好，文具齐全，椅子足够，小吃/饮料/水齐备，并按接待部门要求做特别的装饰如放置鲜花等。 Conference room decoration, the conference room should be decorated 20 minutes earlier, make sure the projector is working, have enough stationery, have enough chairs, have enough snacks/soft drink/water, and decorating the room particularly according to reception departments requirements. 5.2.4, 小吃和饮料准备，公司小吃包括巧克力糖，饼干，干果及新鲜水果；饮料包括咖啡，果汁和矿泉水等。 Snacks and drinks preparation; the snacks includes Chocolate, biscuit, peanut and fresh fruit, soft drinks includes coffee, juice and water, etc.小吃SnacksChocolate, sugar, biscuit, peanut, fresh fruit.饮料Soft drinksCoffee, Juice and water. 5.2.5, 膳食安排；接待部门需在申请表上注明饮食要求，行政部做相关食材采购准备和烹饪准备。如有异常，行政部需提前1天告知接待部门做相关菜式更改。 Meal arrangement; the reception department should fill in the meal requirements; the admin department purchasing the food material in advance, if any abnormal, the admin department should inform the reception department one day earlier and negotiate with the reception department to change the dishes.5.2.6, 酒店预定；行政部按照接待部门要求做相关酒店预定。如有异常，至少提前1天告知以便做相关变更。接待部门在填写酒店预定栏时，需详细写明酒店标准要求。在达卡住宿的酒店有采购经理Kausar负责预定 Hotel booking; the admin department should book the hotel according to reception departments requirements; if any abnormal, should inform the reception department one day earlier. The reception department should write down the hotel requirement in detail. The purchasing manager Kausar is responsible for booking the hotel for guests in Dhaka if the guests need to live in Dhaka.可供住宿的客户和宾馆Available Accommodation客房Guest houseDiaz HotelHotels in Dhaka房间档次Room gradeDeluxe Room SuperiorSingle, DeluxeFive star hotelFour star hotelThree star hotel5.2.7, 纪念品准备，对来访客人按照要求对客人赠送我司的吉祥物或带孟加拉国民俗风情的礼品给宾客做纪念；增强其此次到访的满意度。Souvenir preparation, Send the customer with company lucky mascot or the Bangladesh gifts for memory, which will improve their satisfaction to their visiting to our company.5.2.8，宾客接待工作，相关部门工作人员须做到待客礼貌，热情，耐心，面带微笑。 Entertaining guests, the concerned department should treat guest politely, enthusiastic, patient and smiling.5.3, 客户接待流程图 Entertaining Guest flow chart接待部门Reception dept.行政主任Admin officer票务专员Ticket specialistHSE Officer环境安全主任司机DriverN2.审核Judge开始Begin按照要求的时间地点接送宾客Pick up guest at the designated place and time安排住宿或定酒店Arrange the accommodation or book the hotel订票并发给须知人员Book the air ticket and send to concern person1.填写申请表Fill in application form Y宾客接待申请分派工作Assign the task安排住宿或定酒店Arrange the accommodation or book the hotel通知司机接机Inform the driver to pick up guests任务完成情况跟踪表The tracking form of task completed status接待意见反馈Feedback about the service perf