【精品】五星级酒店宾客服务培训手册.docVIP

宾客服务培训手册 .JOB DESCRIPTION 福顺天天大酒店 岗位职责 Index Number 04 Page: 1of 2 Job title:Guest Service Manager 职位名称：宾客服务经理 Effective Date: July 1,2002 生效日期：2002年七月一日 Report to:Front Office Manager 直属上级 ：前厅部经理 Supersedes: 职务概述： Position Description: 代表酒店管理者处理酒店事务，记录重大问题反映给相关部门经理并跟随办，接受客人提出的任何要求并受理投诉。 Represents hotel management in the absence of the senior management.Brings any outstanding points to the notice of the concerned department heads and follow up if necessary. Receiving guest’s queries and acting on complaints if necessary. 职务及职责范围： Responsibility 处理客人帐务的问题，调查客人意见。 Handles questions of charges and surrey of any guest’s comments.. 协助处理调查紧急事出有因件（火灾、意外、偷盗等）。 Assists with implementation of emergency cases(eg. Fire、accidents and theft etc.).. 招呼正在等候的客人提供帮助，减少登记、结帐的时间。 Greets guests who are waiting for service. Try best to reduce the time for c/I or c/o guest. 掌握酒店各种程序、政策、如预定、分房、行李处理、客房、餐饮、房间挂帐、信用卡和保安。 Be familiar with the knowledge of the hotel’s procedures and policies concerning reservations, room assignments,baggage handling ,HSKP ,FB,room ledger,credit card and security.. 在宾客服务记事出有因本上记录特别事件，检查需跟办的重要事件。 Record any unusual incidents and checks any important matters that require follow up on GSM’s log-book. 定期检查客房和公共区域，确保达到客房部标准。 To check the guest room and public area regularly. 不定期地对酒店的设施进行检查。 Make unscheduled check of the hotel property and facilities. 在客人到达之前检查VIP房间和套房确保符合标准，欢迎VIP的到来陪同他们到房间，客人离店时与他们道别。 Checks on the standard of cleanliness in VIPand suite rooms prior to guest’s arrival. Welcome and meets the VIP’s on their arrival and escorts them to their pre-assigned rooms and bid fare- well .on their departure. 陪同客人或团体进入房间，体现酒店的热情待客，继续行使职责。 Escort guests or groups to rooms to show our host’s courtesy and continuation of duties.. 遇到紧急情况（如死亡、意外水灾等）立即采取相应措施。 Take immediate action whenever the case of emergency(eg death,water leakage etc.). 熟悉内部操作如预测，满房日，可卖房。 Be familiar with the internal operations ,such as forecast ,full house date and the available rooms