酒店出租設(shè)備服務(wù)標(biāo)準(zhǔn)操作

1、精選優(yōu)質(zhì)文檔-傾情為你奉上酒店出租設(shè)備服務(wù)標(biāo)準(zhǔn)操作規(guī)程Guest Expectation 客人期望:Sometimes I need a LCD projector or a Fax machine. This Equipment needs to be in good condition, clean and functioning. I expect assistance in set up by people who know what they are doing.有時我需要一部液晶投影儀或一部傳真機(jī)，須要該設(shè)備狀態(tài)良好、潔凈且能正常工作。希望員工可以熟練的安裝設(shè)備。Why is th

2、is task important for you and our guests? 為什么該任務(wù)對你和我們的客人都很重要？Answers回答: 1. I understand the guests expectation. 我了解客人的期望。2. All our guests are Business people and have high expectations. 所有的商務(wù)客人都對服務(wù)都有很高的期望。3. We are able to show our professionalism. 我們能展示我們的職業(yè)水準(zhǔn)。4. We are able to increase our GSTS s

3、core. 我們要提高客人的滿意度。5. We need to deliver all equipment in great condition. 我們提供狀態(tài)極佳的設(shè)備。STEPS步驟How / Standards標(biāo)準(zhǔn)1) Welcome歡迎Welcome the guest and ask Guest kindly: 問候客人并禮貌地對客人講：“How may I help you”? “我能幫你忙嗎”？2) Check 核查Check if the equipment is available before accepting the assignment. 檢查設(shè)備是否可以使用。If

4、you are not able to complete the task, ask for help from your Supervisor. 如果你不能完成該任務(wù)，請求主管幫助。Obtain the guests name and room number. 獲取客人姓名及房號。3) Control 控制Proof the equipment before giving it to the guest. 先調(diào)試好設(shè)備然后交給客人使用。If the equipment is in bad condition or dirty, clean before giving it to the gu

5、est, or look for another part. 如果設(shè)備有問題或太臟，交給客人之前須要先清潔或提供另一部設(shè)備。4) Charges 收費(fèi)Advise the guest of the cost of the rent. 告知客人租賃收費(fèi)標(biāo)準(zhǔn)。5) Presentation擺放Present the Equipment in clean and functional condition, to the guest room or into the function room. 將干凈、使用正常的設(shè)備擺放在客房或功能室。6) Delivery 交付Ask a Bellman to s

6、end the equipment to the guest room. (In accordance with the Guests Instruction). 通知行李員將設(shè)備送至客房（詢問并依照客人指示操作）。7) Log 登記Record the rent into the Log Book: Date, name, room numbers, time of rent. 登記簿上記錄出租情況：日期、姓名、房號及出租時間。8) Outhouse or Restaurant Guest 非住店客人或用餐客人If the guest is not staying in the hotel

7、equipment will not be rented.如果是非住店客人，不能夠提供酒店設(shè)備出租服務(wù)。9) Payment 付款I(lǐng)f the guest is an in-house guest, post to the guest folio as soon as the task is completed. 如果是住店客人，當(dāng)設(shè)備返還后即刻將費(fèi)用通過系統(tǒng)掛在客人帳單上。If the equipment is given to a conference guest, ensure convention Sales is informed and charges accordingly to

8、 the conference bill. Give name of guest and room number if applicable to Convention Sales. 如果為會議客人提供設(shè)備出租服務(wù)，須確保通知會議銷售部，并將費(fèi)用掛在其會議帳單上。最好將客人姓名及房號提供給會議銷售部。Obtain Guests signature on the bill. 請客人在帳單上簽字。10) Bid Farewell告別Always thank the guest by saying:記住須感謝客人：“Madame/Sir has everything been to your sat

9、isfaction? Thank you for using our service, if we can be of any further assistance, please contact us again. Good bye” “女士/先生，您對我們的服務(wù)滿意嗎？感謝你使用我們的服務(wù)，如果其它幫助的話，請再次與我們聯(lián)系。再見”。Summary questions問題小結(jié):1. How should all guests be welcomed? 如何歡迎客人？2. Do I always have to check before accepting work? What specif

10、ically do I have to check? 接受任務(wù)之前總是須要檢查設(shè)備嗎？具體須要檢查什么？3. Do I have to know how all equipment works which we rent out? 我了解供出租設(shè)備的操作方法嗎？4. Why do I have to tell the guest about the charges in advance? 為什么須要預(yù)先告知客人收費(fèi)情況？5. What am I doing when the Equipment is not in good condition? 如果設(shè)備有故障，我該怎么做？6. How and where should the equipment be delivered? 如何交付設(shè)備？將設(shè)備送至何處？7. Does equipment need to be logged? 需要出租登記嗎？8. How do I know if the guest is from outside the hotel and what must I do if they are? 如何得知客人是否是店外客人？如果是店外客人，我該怎么辦？9. a) Where is equipment rental charged to? 設(shè)備租賃費(fèi)用應(yīng)在哪里掛帳？ b) Why do I have to inf