酒店团队接待程序标准操作（中英文） 2014-07-01 迈点资料
酒店团队接待程序标准操作
Guest Expectation 客人期望:
I expect my arrival experience to be smooth, quick and flawless. I expect to be assisted by friendly staff that provide assistance for my needs and help me to handle my group efficiently. I expect constant effective communication with designated hotel representatives. I expect the bill to be accurate and the staff prepared in advance.
我希望到店体验是顺利的、快捷的、完美的。我希望友好的员工能帮我解决我的要求,并高效地处理我的团队。我希望能与酒店代表做持续有效的沟通。我希望帐单要准确，员工要提前准备帐单。
Why is this task important for you and our guests? 为什么该任务对你和我们的客人都很重要?
Answers回答: 1. We must provide efficient, accurate and courteous service to our guests. 我们必须为客人提供高效、无误、谦恭的服务。 2. We must understand what our guest need and want. 我们必须理解客人的需要及需求。 3. We must maximize guest satisfaction 我们必须使客人满意度最大化。 4. Improve hotel business. 改善酒店业务情况。 5. Improve GSTS score. 提高客人满意度测试分数。 6. Demonstrate our professionalism. 展示我们的职业道德。 STEPS步骤 How / Standards 标准 Pre ConventioThe Sales Manager must organn Meeting. 班前会议 ize and conduct a pre convention meeting 1 week prior to the arrival of a conference group or a group which requires special attention or has a high number of guest rooms ( 100+) 销售经理必须在会议团或需要特别关注的团队或高客房预订（100间以上）到店的前一周组织并召开会前会议。 The content of the meeting ensures that all requirements are met and the Group leader is introduced to the main contact employees in the hotel. 会议内容要确保满足所有需求，要把团队负责人介绍给酒店的主要联系人。 Participants: FOM, Exec. HK, Ass. Manager, Guest Relations, Accounting, F&B Manager. 参与者：前厅经理，行政主任，客房，大堂副理，宾客关系主任，财务部，餐饮部经理。 In the absence of the DH the Assistant must participate. 在DH不在时，副手必须参加。 Points to be discussed are:要讨论的要点有： Billing instruction 付帐说明 Signature authorization 签字授权 Evening planning 晚会计划 Final numbers of Conference finalized最终确定的与会人数 Gift distribution 分发礼物 Audio visual finalization 确定视听装备 Group pre-arrA “Group “Pre arrival Mival Meeting eeting” needs to be cond团队会前会议 ucted by the Sales Representative prior to group arrival, at least 2 days prior to arrival. 销售经理要在至少团队到店两天前召开团队会前会议。 This is summary briefing of the pre con meeting which informs about any changes and reminds of requests to ensure smooth operation. 这是一次会前会议的总结汇报，要告知有何变化及提醒有何要求，以便确保顺利运作。 Every single detail has to be reviewed and finalized in the meeting, for follow up. E.g. Billing, special requests as pick-up, F&B arrangements, Flower orders, welcome desk, check in time, check out time?. 要在会议上核实并确定每一个单独的事项以便跟进。例如. 帐单，接送特殊请求，餐饮服务准备，订花，欢迎台，入住时间，离店时间?? Group Check-in venue should be confirmed and reserved accordingly. 确认团队登记入住地点及相应的准备情况。 FO Briefing 前厅交班会 The Assistant Manager will brief all employees prior to the shift about all details上班之前，大堂副理要向所有员工通报详细情况。 Details all FBrief the staff about ChO employees meck-in venue, Arrival Reust know 所有前厅部员工都要知道的详细情况 ception, Event orders, outside catering, breakfast arrangements, group arrival time, check out time, billing instruction