酒店贵宾接待程序(中英文)

1、酒店贵宾接待程序Stan dard:标准：1. All VIP guest must be approved by hotel man ageme nt and must be welcomed atthe lobby by Guest Service Man ager on duty or Front Service Man ager, or any other member of Management upon arrival. Normally check-in formalities must be done in guest room in stead of recepti on.所

2、有的贵宾都是由饭店的管理层批准的并且到店时要由客务服务经理，或前厅部经理，或其它饭店管理委员会成员在大堂迎接。通常登记手续都是在客人房间内进行的。2. VIP designation or amenity requests should be placed in the Fidelio Systemat least one day prior to arrival.贵宾的特殊接待申请至少在一天前就输入到电脑系统中。3. In the event of a same day amenity request, the appropriate amenityrequireme nt should b

3、e in formed to the Guest Service Supervisor/Ma nager for process ing.对于当天的贵宾申请要立即通知前台的客务服务经理或主管以使其能立即安排。4. In all cases the amenity codes should be keyed into the guest profile in the Fidelio System.任何级别的贵宾的特殊要求代码都要输入至电脑的客户档案中。5. Rooms for VIP guests must be ready upon the guest s arrival; GSM has t

4、heresp on sibility to mon itor the room status.贵宾房间在客人抵店前必须准备好，客务服务经理有责任掌控。Policy:程序：1. Any member of Man ageme nt or any other associate may recomme nd a pers on asVIP status. In certain cases, external sources will request their guests for special atte nti on.店外订无论饭店管理人员或普通员工都可以推荐某位客人为贵宾。某些特殊情况下,房

5、者也可向饭店申请把他们的客人做为贵宾接待。2. Any member of Man ageme nt or any other associate may recomme nd a pers on asVIP status. In certain cases, external sources will request their guests for special attention. Apart from the General Manager, the followingmembers of Management canapprove VIP status:Excom MemberDe

6、partme nt HeadsGuest Service Man ager, i n the abse nee of the Man ageme nt above and whe nrequired for guest relatio ns申请要以书面的形式提交饭店管理层。除总经理外，以下管理人员也可批准：行政委员部门经理客务服务经理在以上人员不在或宾客服务需要时，也可批准3. Special VIP guest should be advised to the Gen eral Man ager如有特别重要客人抵达，要向总经理汇报。4. All specials amenity for VI

7、P guests including welcome gift, treatments, GMmeeting and greeting and transportarrangements etc will be entered into the Operaspecial codes field所有贵宾到达时的特殊要求包括欢迎的礼物，特别待遇，总经理的接待和问候和接送机的安排等要输入运行特殊代码内。5. During “ Arrival Meeting ” . GSM checks all details are correct, includingguest n ame, compa ny d

8、etails and billi ngin struct ionsetc one day before guest arrival.The n prepare welcome letter for arrival VIP.在贵宾到达的前一天，中班的预到客人会议”必须检查所有细节的正确，包括客人的姓名、公司的详情和客人的特殊要求等详情。之后打印相关的欢迎贵宾的客信。6. GSMprepares the vacant clean rooms well for the next day if it is possible.Assign rooms according to the guest s p

9、referenee and special requests.在住房率允许的情况下贵宾房间在客人到达的前一天分房。分房时根据客人的喜好及要求，尽量不要分配角落及吵闹的房间7. Night Shift GSM prepares RC and two keys for arrival VIPs. Ensure the keysfor VIP are usable.在贵宾到达的前一天夜班，打印临时入住登记单，配置两张钥匙卡，同时有效期必须比 客人预离店日期多一天。8. The VIP list for arrivals must be reviewed first in the morning br

10、iefingandreviewed for any special atte nti on at the daily operatio ns meeti ng.每天早班客务服务经理必须阅读预抵贵宾报表，并将需要特殊注意的事项在班前会上提出。9. When room atte ndant get the VIP room nu mber, they should first prepare it.The AssistantHousekeeper should check the VIP room after shiftleader checks to makesure the VIP room

11、is in good con diti on.管家部每天都会打印预抵贵宾的房号，当服务员得到贵宾的房号后，应该首先准备贵宾房间。在楼层主管查过之后助理管家应该再去检查一遍，以确保贵宾房间保持良好的状态10. If there is a problem with the assig ned room that will not be able to berepaired in time, then Reception must be advised as soon as possible so that another room can be allocated and the releva n

12、t departme nts can be give n eno ugh time to move the various items requested.如果房间设施损坏又不能及时修理，马上通知前台换房，以便给其它相关部门充足时间更换礼品。11. With Assistant Housekeeper cooperation, the florist attendant will set upthe flower (differe nt size) accord ing to the differe nt VIP grade on the differe ntplace depe nding

13、on the room type .助理管家将会根据不同级别的贵宾赠送相应的花蓝，并根据房间类型的不同，放在房间内相应的位置。12. Usually the VIP room should be prepare well before one hour accord ing tothe expected arrival time If there is no expected arrival time for VIP, the roomshould be prepared well at least before 12 o clock in the after noon.通常贵宾房间应该在客人

14、预抵饭店的一个小时之前准备好。如贵宾房间没有预抵时间，房间应该最迟在12:00点之前准备好。13. When the VIP room is checked by the last pers on in the Housekeep ing, theroom status should be cha nged into Vaca nt Clea n.当贵宾房间被管家部的最后一个人检查后，房间的状态应该变成干净的可用房14. When the room allocated is “ Vaca nt in spected ” by housekeep ing, Assista nt Housekee

15、per will take the responsibility to check the room amenity and condition.Guest Service Man ager must en sure assig ned the room rema ins un cha nged.当管家部将房态置为“干净空房”时，楼层必须检查房间状况和物品摆设，客务服务经理需在电脑输入警示”保证房间不被任意改动。15. Bellboy delivers newspaper to the room and In-room Dining send the related ame nities by

16、 12:00pm.行李生必须在12:00以前把报纸送入房间。送餐部在12:00以前把欢迎赠品水果或其它 赠品送入房间。16. For some situationyou will be asked to go to the airport and greet the VIPand escort them back to the hotel and to their hotel suite.某些情况下需要安排人员到机场，陪同贵宾回到酒店并送去房。17. GSM prepared the welcome letter from Gen eral Man ager or Director of Ro

17、omsin the room prior to the guest arrival. Check the keys are working. Ensure all ame nities quality and prese ntati on in the room.客务服务经理需在客人到达前，把总经理或前厅经理及房务总监发出的欢迎信放在房间里。确保贵宾的钥匙卡有效工作，留一张以备贵宾入住期间取电。同时检查其它欢迎赠品质量和摆放的位置。18. Gen eral Man ager and Excom Members will greet all VIP guests from the hotel e

18、ntrance and be wait ing for their arrival to the hotel.总经理及相关人员应等候在酒店大门迎接贵宾入住。19. Be familiar with appropriate addresses to call special titles.熟悉用正确的头衔称呼贵宾。20. Introduce General Manager, Hotel Manager or designated Director to the VIP Guests at entrance of the hotel.在酒店入口处向贵宾介绍总经理、酒店经理或特定的总监。21. Guest Service Manager will meet VIP guests upon arrival and escort to their rooms for check-i n. GSM will sta nd by for further assista nee if required.宾客服务经理应带上客人