酒店重要客人房間的檢查服務程序
Objectives
目標
xto ensure that the VIP room is in perfect condition
確保重要客人的房間處于良好的狀態.
Policy Statement
政策闡述
*All VIP rooms need to be inspected prior to arrival to ensure that the room is in perfect condition
所有重要客人的房間需要在到達前被提前檢查，并確定房間處于良好的狀態。
Procedures
程序
1.Check and bock all VIP rooms and prior to arrival. For VIP1, it will be discussed at the weekly meeting.
在客人到達前，所有重要客人房間都必須經過檢查并空出。第一間重要客人房間在周會上討論。
2.Check and block all VIP rooms one day prior to arrival.
在客人到達的前一天，檢查和空出所有重要客人房間。
3.Check the major room facilities first (telephone, Air-condition, curtains, carpet, bath, etc.) according to the Room Inspection Check List Provided.
根據提供的房間檢查表，首先檢查房間主要設施（電話、空調、窗簾、地毯、浴盆等）.
4.In case of any deficiencies that can not be solved easily the room should be changed.
如果有任何不能輕易解決的缺陷，將更換房間。
5.In case of any minor deficiencies, call the concerned departments (e.g. Housekeeping, Engineering) immediately to follow up.
如果存在任何小缺陷，則立即通知相關部門（如客房部等）.
6.Check -if the special requests from the VIP are adhered to.
檢查客人提出的特別要求。
7.Double check -if the follow up is carried out satisfactory.
反復檢查（兩次）保證能讓客人滿意。
8.Check the VIP Set Up prior to arrival.
在客人到達前檢查運行程序。
9.Put the welcome letter in the room
將歡迎信放在客人房間。
Some points that need special attention during the check:
在檢查過程中需要特別注意的是：
uTurndown service done (-if applicable)
夜床已經完成（如有必要）
uDoorbell makes the right sound
門鈴聲音適宜
uA/C grill is clean, makes no noise
空調罩清潔，運行無噪音
uCurtains can be -closed and pleats are nice
窗簾開閉正常及窗簾褶縫良好
uNothing between the cushions of chairs and sofas
椅子、沙發墊完好
uTelevision channels show a clear picture
電視機顯示清晰畫面
uRadio channels are well received
收音機運行良好
uMini bar items are not e*pired, are well arranged and labels face the guest
迷你吧內容齊全，標簽正對客人
uFlashlight is working
手電筒可使用
u-Closet lights switch on when opening and off when closing the doors
開關櫥柜門時，櫥柜燈開關正常
10.For VIP1 Room, Resident Manager , Director Of Rooms And Director OfEngineering will double inspect the room to ensure it is in tip top condition after the first inspection by the GRO.
在客關系主任第一次檢查之后，第一重要客人的房間將由駐店經理、房務總監、工程總監將兩度檢查房間以確保其達到最好的狀態。
篇2：酒店重要客人服務程序
酒店重要客人的服務程序
Objective
目標
* To provide VIP service for all VIP guests
為重要客人提供特殊的服務.
PolicyStatement
政策闡述
* It is the policy of the hotel that every VIP is warmly greeted by the AM and the concerned Department Heads upon arrival as soon as the VIP gets out of the car.
酒店的這項政策指出：每一位重要的客人一出車門就應該得到酒店經理助理和相關部門總監的熱情迎接。
Procedures
程序
1.Make sure the room is thoroughly checked, in a perfect condition and VIP amenities and welcome letter are in the room – The VIP2 room needs to be blocked on the same day and the VIP1 room needs to be blocked one day prior to arrival.
確定房間已經被徹底地檢查，舒適的環境和令人愉快的設施及歡迎信已經準備就緒。為客人準備的第二間房在當天要空出；第一間房在使用的前一天要空出。
2.Prepare the registration card as complete as possible as well as a typed key card holder and key (make sure the key is tested).
必須準備好登記卡、鑰匙盒及鑰匙（確定鑰匙有效）。
3.Put all in a check in folio, together with a pen and the HFA(Hold For Arrival)messages and fa*es.
記錄所有的檢查項目，將鋼筆抵達信息及傳真等集中在一起。
4.Coordinate with the Hotel Representative and inform the managers 15 minutes before the VIP is due to arrive.
與酒店代表協調，在重要客人抵達前15分鐘通知傳信者。
5.Have the Check In Folio ready, together with the HFA messages and fa*es and wait for the VIP at the entrance of the hotel – outside.
攜已準備好的檢查表、抵達信息、傳真在酒店門口（外側）等待客人。
Greet the guest by name and welcome him to Howard Johnson
All Suites Hotel.
稱呼客人的姓名來問候客人并表示對其光臨本**豪生全套房的歡迎。
6.Wait till formal greetings from management are finished and inform the guest that he has the privilege to check-in in the privacy of his own room. If the guest hesitates, suggest the Lounge of the E*ecutive Floor (for E*ecutive Floor guests only) -or either the GRO desk or the Front Desk.
等到正式的問候、歡迎等結束后，告知客人他擁有直接到其房間單獨登記的特權。如果客人猶豫，則建議客人到行政樓層（僅僅對行政樓層的客人）或賓客關系主任辦公桌或前臺辦理。
7. Confirm the number of luggage with the guest and make sure the Bellboy gives priority to the VIP luggage.
確定隨客行李數量并告知行李員重要客人行李的優先性。
8. Show the guest the way to the elevator and introduce some of the hotel facilities.
陪同客人至電梯，并向客人介紹酒店設施。
9. Open the door for the guest, switch on the light and hold the door for the guest.
為客人開門，開燈及把門。
10. Check with the guest if the room is at his satisfaction, offer the guest a seat
at the desk and request for his signature on the Registration Card politely.
如果客人對房間滿意，為客人讓座并有禮貌地要求客人在登記卡上簽字。
At the same time the Guest Services Officer performs the welcome tea ceremony.
在此同時，客服主任為客人送迎客茶。
11.Offer the VIP a cup of tea and ask the guest for his credit cardnumber.
Also inquire if the guest is a Howard Johnson Reward Member, and if they need the flight reconfirmed, -or a limousine to be arranged.
為客人送茶,并請求客人給予信用卡號碼。同時落實客人是否為豪生會員，是否需要航班預定和轎車安排等。
12.Hand over the HFA messages and fa*es and inquire if you can be of
further assistance.
如果你需要進一步協助，則移交抵達信息、傳真和要求等。
13.Wish the guest a pleasant stay and open the door for the Bellboy for the luggage.
行李員為客人放置行李，當房門打開時致客人：“旅途愉快”的祝愿。
14.Return the Registration Card to the Front Desk and ensure that it is checked into the system correctly.
將登記卡歸還前臺并確定其已經正確地被輸入。