酒店客滿服務程序（中英版）
Objective 目的
xto arrange the relocation in a tactful and efficient manner so that guest will not have any negative feelings.
重新安排一個得體、有效的方式以防止客人產生任何不良感受。
xthe guestroom accounts is charged appropriately according to guidelines so that there is no dispute.
根據規章適當的收取房費以防爭議。
PolicyStatement
政策闡述
*It is the hotel’s policy that during a full house situation, guests with confirmed reservations will be relocated to a property from similar standard and similar facilities and services.
酒店的政策是在客滿時，實現已經得到預定的客人將被安排到。合理的標準、設施、服務相近的酒店。
*Relocated guests will be sent and picked up from the other hotel on the next available day with complimentary limousine service.
被重新安置的客人將在第二個有效日，由豪華轎車接送。
Procedures – Full House
程序——客滿
1.When the hotel is e*pected to be full house, the Assistant Manager has to pre block all guaranteed reservation and VIP reservations to avoid a no-room situation upon their arrival.
當酒店已經被預期到會客滿，經理助理將不得不停止其他包括重要客人的預定，從而避免無房情況的發生。
2.The General Manager and the Director of Sales & Marketing will make a decision right after the Morning Briefing which reservations will be cancelled.
在晨會后，總經理及銷售總監將做出取消那一個預定的決定。
3.All non-guaranteed reservations without e*pected arrival time are singled out and released by 1800hrs if the guest did not arrive.
如果客人沒有抵店，所有沒有保證的預定（沒有確切的預定到達時間的）預定都將被挑選出來并保留到1800小時。
4.To liase closely with Housekeeping Department on any new made up rooms and to page for the Housekeeper whenever necessary if any rooms need to be cleaned immediately.
如果任何房間需要立即清潔，立即通知客房部整理房間，客房部員工在任何需要時為其編號。
5.To monitor Due Outs and Room Status Discrepancy to ensure clean rooms are available for arrivals.
密切注意離店情況與房態的差異，確保為抵達準備足夠的凈房。
6.Attempt to up-sell the best categories of rooms available at the best possible rates.
盡可能把高等級房間的價格賣到最高。
7.The day before the e*pected full-house, all FIT guests departing on that day should be contacted directly, or a message left asking if they wish to extend their stay to avoid any une*pected on-day extensions.
預計會客滿的頭一天，應直接和國外個人旅行者直接聯系，或者留便條詢問是否期望延遲離店，以避免任何不期望的延期。
Procedures - Guest Relocation
程序——客人的再安置
1.Identify the guests that need to be relocated prior to arrival. Usually guests on FIT status and guests without arrival time on first visit will be identified to be relocated.
提前確定需要重新安排的客人，通常國外個人旅行者和沒有準確到達時間且第一次到達的客人將被重新安排。
2.Contact the hotel, which is predetermined as comparable to ( Hotel Name ), to arrange for the relocation.
聯系與××酒店相當的酒店，以安排相關事宜。
3.Discuss to establish:
需要討論：
a) The Room Rate and Room Type
房間價格和類型
b) Guest Name
客人姓名
c)The duration of stay
持續時間
d)The billing instruction and settlement modes.
帳單指導及解決模式
u The hotel will pay for the difference of the room rate if the actual room rate e*ceeds the confirmed room rate.
如果實際房間價格超出已經確定的房間價格，酒店將支付不同的價格。
u Room Charges for guest on travel agent payment usually is billed to the hotel. The room charges has to be posted in the computer system under Permanent Folio- Guest Relocation. Ensure to collect the Travel Agent Voucher.
旅行社支付客人房費給酒店。房費信息將被輸入計算機系統的“永久客戶安排變更記錄”中。
u Zerorise the Permanent Folio by city ledger at the end of guest stay.
在客人離店時取消客人永久分類帳戶記錄。
4. Confirm the above discussion with a fa*
用傳真確認以上義項。
5. -If the identified guest to be relocated arrives, the Assistant Manager or GRO has to personally attend to the guest.
如果需要重新安排客人抵達，經理助手或公共關系主任應親自關照客人。
6. Extend apology to the guest and inform him the reason and the alternative that has been planed.
向客人表達更進一步的歉意、解釋其原因并提供已經計劃好的方案讓其選擇。
7. The matter must be dealt with care and tact to ensure customer satisfactions.
所有經處理的時間都必須保證顧客滿意。
8. Arrange the limousine to transfer the guest as soon as possible together with one member of the Front Desk who will assist the guest in completing theRegistration process in the other hotel.
盡可能安排豪華轎車接送客人，并由前廳部成員陪同專門，協助客人在其他酒店重新登記。
9. Arrange pick up service for the next day if guest is willing to return to the hotel – make sure the guest is pre-registered so he only has to sign his name.
如果客人愿意在第二天回到酒店，則安排轎車接。并確?？腿艘呀浱崆霸俚怯浺员闫渲挥煤灻涂扇胱?。
10. Inform the PAB* of the relocation as well as the Business Centre for any incoming calls and fa*es.
通知自動交換機重新安排，同時通知商務中心接收電話和傳真。
11. Fill up a Guest Relocation Form detailing the following information:
為客人填寫再登記表格，細節如下：
a)Guest name
客人名稱
b)Company name
公司名稱
c)Duration of stay
住宿時間
d)Confirmed room type and room rate
房型和房價
e)Reason for relocation
再登記原因
f)Hotel relocated
酒店重新安排
g)Relocated room type and room rate
重新安排的房型和房價
h)Billing instructions
價格說明
i)Document attached
相關文件
j)Complimentary limousine delivery and pick up time
免費豪華轎車接送時間
12. Forward the Guest Relocation Report to the Front Office Manager for review.
客人再登記報告轉呈給前廳部經理檢查。
13. The Front Office Manager then sends a copy of the report to Finance Department for processing of any settlement.
前廳部經理復印該文件給
財務部處理相關預算。
14.-If the guests decides to return to the hotel, the guest should be puton VIP status and a remark should be left in the system
如果客人決定返回酒店，該客人應該得到VIP待遇，起相關資料在系統中保存。
15.An upgrade – if possible – can be offered by the Director of Sales &
Marketing and the Sales E*ecutive in charge of the account has to be notified so she can contact the company
如有可能，銷售總監將提供升級，銷售代表負責已經發出的帳目，以便能聯系該公司。
16. The GRO will escort the guest to his room
公共關系主任將陪同客人至房間。
GUEST RELOCATION REPORT
賓客重置表
Guest name
客人名字
Company name公司名字
Check in date
入住時間
Check out date
離店時間
Relocated to
重新安排的地點
Room type
房型
Room rate
房號
篇2：物業管理顧客滿意服務態度四個方面
物業管理顧客滿意服務態度四個方面
物業管理是一項以服務為本質，以管理體現服務的工作。作為業主和客戶，誰都享受貨真價實的優質服務。從而使顧客滿意就要體現在服務態度方面主要體現在以下幾個方面。
服務態度----熱情
服務中要一切從"以人為本"這個基本原則出發，首先要有做到為業主、客戶熱情服務，做到文明禮貌、語言規范、談吐文雅、尊時守約、衣冠整潔、動作雅觀、稱呼得當。
服務項目----齊全
在做好物業管理綜合服務所包含的必要內容之外，物業管理公司還應努力開展服務的深度和廣度，使業主、客戶享受到盡善盡美的服務。
服務方式----靈活
物業管理除了做到規范管理、依法管理外，還應設身處地地為業主著想，努力為業主、客戶提供各種靈活的服務方式，盡可能在辦事手續、服務范圍等方面給業主、客戶提供方便。
服務效率----快速
服務效率是向業主、客戶提供服務的時限，管理公司應盡量提供高員工素質，減少工作環節，縮短辦事時間，提高服務效率。
以上幾點達到標準，才能使業主滿意予物業。我們要在平時的工作中加大對業主的服務意識，使業主認同物業、信賴物業。