國際酒店前廳管理手冊Front Office Reception-RM-FO-Rec-11-04 賓客反饋Guest Feedback

1、國際酒店前廳部操作手冊酒店管理之家前廳部Front Office前臺服務(wù)程序LOCAL STANDARD OPERATING PROCEDURES國際酒店管理資料手冊International Hotel Management Information Manual前臺是展示酒店的形象、服務(wù)的起點(diǎn)。對于賓客來說，酒店大堂前臺是接觸我們酒店的第一步，是對酒店的第一印象，是非常重要的。 制定前廳部標(biāo)準(zhǔn)運(yùn)作程序手冊的目的制訂本手冊是為了說明酒店管理前廳部標(biāo)準(zhǔn)運(yùn)作的政策和程序，確保前廳部運(yùn)營及管理工作的一貫性。向前廳部工作人員提供日常工作及培訓(xùn)的指導(dǎo)。使前廳部員工了解前廳的作用，了解前廳運(yùn)作及管理的政策

2、和程序。LOCAL STANDARD OPERATING PROCEDURES本地標(biāo)準(zhǔn)操作程序LSOP No.:RM FO GS-11 -04Effective Date:Division:Front Office前廳部Revised Date:Section:ReceptionPrepared by : Approved by 批準(zhǔn)人:SUBJECT:Guest Feedback賓客反饋_OBJECTIVE目的：To continuously improve guest service and satisfaction, and improve the processes involved.

3、為持續(xù)不端的提升賓客服務(wù)及滿意度，同時(shí)不斷提升自身服務(wù)水平。POLICY政策：It is Reception ambassadors responsibility to capture, act on and report any feedback obtained from guests. 前廳大使應(yīng)積極獲取客人意見反饋，并向上級及時(shí)匯報(bào) PROCEDURES 程序： PROCEDUREReception ambassadors are encouraged to obtain guest feedback about their stay. The information will be

4、used to analyze the hotels performance and identify areas for improvement.鼓勵(lì)前臺大使獲得客人在居住期間的反饋意見。客人反饋的信息可以用來分析酒店服務(wù)水平，改進(jìn)服務(wù)工作。Guest comments must be logged and reported to the respective Department Head and Guest Service Manager will compile the feedback and submit it to the Executive office. 客人反饋必須記錄并上

5、報(bào)給相關(guān)的部門經(jīng)理及賓客服務(wù)經(jīng)理，賓客服務(wù)經(jīng)理負(fù)責(zé)整理并提交反饋給行政辦公室。Especially GSA checking out guests are encouraged to get feedback by asking if the guest had a pleasant stay.當(dāng)前臺賓客服務(wù)員為客人辦理結(jié)賬手續(xù)時(shí)，要鼓勵(lì)員工與客人交流，獲得必要的客人反饋。Needless to say, feedback given that can be rectified must be acted upon by the associate receiving it, using his/her own judgment and initiative and /or calling on GSO or GSMs assistance it needed.如果客人的反饋馬上可以落實(shí)，員工要運(yùn)用個(gè)人判斷力，主動落實(shí)客人反饋并在必要時(shí)尋求當(dāng)班賓客關(guān)系主任或者賓客服務(wù)經(jīng)理的幫助。Reviewed by 審核人: Approved by 批準(zhǔn)人: _ Di