酒店出租设备服务标准操作(中英版).docVIP

酒店出租设备服务标准操作规程 Guest Expectation 客人期望:Sometimes I need a LCD projector or a Fax machine. This Equipment needs to be in good condition, clean and functioning. I expect assistance in set up by people who know what they are doing. 有时我需要一部液晶投影仪或一部传真机，须要该设备状态良好、洁净且能正常工作。希望员工可以熟练的安装设备。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: I understand the guest’s expectation. 我了解客人的期望。All our guests are Business people and have high expectations. 所有客人都有很高的期望。We are able to show our professionalism. 我们能展示我们的职业水准。We are able to increase our GSTS score. 我们要提高客人的满意度。We need to deliver all equipment in great condition. 我们提供状态极佳的设备。 STEPS步骤 How / Standards标准 1) Welcome欢迎 Welcome the guest and ask Guest kindly: 问候客人并礼貌地对客人讲：“How I help you”? “我能帮你忙吗”？ 2) Check 核查 Check if the equipment is available before accepting the assignment. 检查设备是否可以使用。If you are not able to complete the task, ask for help from your Supervisor. 如果你不能完成该任务，请求主管帮助。 Obtain the guests’ name and room number. 获取客人姓名及房号。 3) Control 控制 Proof the equipment before giving it to the guest. 先调试好设备然后交给客人使用。If the equipment is in bad condition or dirty, clean before giving it to the guest, or look for another part. 如果设备有问题或太脏，交给客人之前须要先清洁或提供另一部设备。 4) Charges 收费 Advise the guest of the cost of the rent. 告知客人租赁。 5) Presentation摆放 Present the Equipment in clean and functional condition, to the guest room or into the function room. 将干净、使用正常的设备摆放在客房或功能室。 6) Delivery 交付 Ask a Bellman to send the equipment to the guest room. (In accordance with the Guest’s Instruction). 通知将设备送至客房（询问并依照客人指示操作）。 7) Log 登记 Record the rent into the Log Book: Date, name, room numbers, time of rent. 登记簿上记录出租情况：日期姓名房号出租时间。 8) Outhouse or Restaurant Guest 非住店客人或用餐客人 If the guest is not staying in the hotel equipment will not be rented. 如果是非住店客人，不能够提供酒店设备出租服务。 9) Payment 付款 If the guest is an in-house guest, post to the guest folio as soon as the task is completed. 如果是住店客人，当设备返还后即刻将费用通过系统挂在客人帐单上。 If the equipment