国际酒店前厅操作手册-SOP Rec 66Handling of Guest Compliments (A)

1、Standard Operation Procedures / Front Desk 前厅部标准操作程序/前台前厅部Front Office前台服务程序LOCAL STANDARD OPERATING PROCEDURES国际酒店管理资料手册International Hotel Management Information Manual前台是展示酒店的形象、服务的起点。对于宾客来说，酒店大堂前台是接触我们酒店的第一步，是对酒店的第一印象，是非常重要的。 制定前厅部标准运作程序手册的目的制订本手册是为了说明酒店管理前厅部标准运作的政策和程序，确保前厅部运营及管理工作的一贯性。向前厅部工作人员提

2、供日常工作及培训的指导。使前厅部员工了解前厅的作用，了解前厅运作及管理的政策和程序。DEPARTMENT部门: Front Office前厅部JOB TITLE职务: Receptionist前台接待TASK NO任务编号: 66TASK任务: Handling of Guest Compliments宾客问候单 (A)EQUIPMENT REQUIRED: Fidelio work stationWHAT TO DO要做什么HOW TO DO如何去做WHY为什么Guest approached receptionist and compliment on the service.Thank

3、the guestOffer the Guest Comment Form If guest do not want to fill Guest Comment Form.Offer additional serviceAsk for guest business cardMaintain calm and listen actively, do not over react with joy.Accept guest compliment positively with a simple smile, by saying:“Thank you very much, Mr./Mrs. XX,

4、we glad that you have enjoyed your stay with us”.Suggest to guest if he would like to share it with the management in writing by providing Guest Comment Form and a pen.Ask guest if there is any area we could have done better, by saying:“Mr. XXX, Do you have a few minutes to fill our Guest Comment Fo

5、rm and highlight any areas that we can make improvement.Accept guest decision in a positive manner, do not show upset with guest and thank him anyway.Feedback to Assistant Manager or Dept. Head to log into LogBook. E.G. Mr. XXX, May I have the pleasure to make your next reservation with us?Mr. XXX,

6、Where is your next destination, would you like me to make a reservation for you.Mr. XXX, May I have your business card? Demonstrate our humilityPride without arrogant To acknowledge and appreciate guest efforts.Important feedback on areas that need improvement, to enhance our service in future. Show our sincerity.Respect guest decisionFor management attention.Continue to strive for excellenceDo more and Delight Customer.For mailing and future references andManagement to know our guest data. PREPARED BY: APPROVED BY: DESIGNATIONFront Office ManagerSIGNATURE/DATE 签名/