酒店品牌标准2.docVIP

酒店品牌标准 离店手续办理标准 中午12点为正常退房时间。 客人排队等待办理离店手续的时间不能超过3分钟。 同时给予客人账单和发票 离店手续办理程序的构成： D – 给予客人亲切的问候。 E – 询问客人是否满意这次入住，若当时可以解决的问题及时解决。 P – 预览账单。 A – 确认有无额外消费并询问结账方式。 R – 重新打印账单， 检查会员卡号，确认E-mail 地址已经录入。 T – 感谢客人下榻喜来登饭店。 U – 使用客人姓名至少2次。 R – 记住主动询问是否需要提供行李服务。 E – 感谢客人这次入住，邀请客人再次顾并祝客人旅途愉快。 在客人离店后发生的托收费用，前台员工必须在24小时之内通知到客人并寄送出更正过的相应单据。 Brand Standards for Guest Check-out Check-out standard D- Deliver warm greeting E- Establish level of satisfaction (Resolve problem if necessary.) P- Present folio A- Ask about any additional charges and the settlement of bill R- Reprint folio (Check for SPG and confirm have e-mail address) T- Thank the guest (for staying with Sheraton) U- Use guest name (at least twice) R- Remember to offer luggage assistance E- End with invitation to return and a fond farewell 情形 1：若客人是If the guest is a SPG member 早上好，先生/女士，有什么可以帮您的吗 Good morning, Sir/Madam, How may I assist you? 请问您的房号是？ Sure, May I have your room number? 谢谢您，先生/女士，您这次入住还满意吗？ Thank you, Mr. /Mrs. /Ms. X, How was your stay with us this time? 非常感谢您！（如果客人表示不满: 非常抱歉给您添麻烦了。我们一定会将您的意见反映给饭店管理层并和全体员工分享以作好服务改进，感谢您对我们的理解和耐心）。 Thank you! （f guest is unsatisfied: We are extremely sorry for the unhappy experience. We will deliver your comments to our management team and share them with our associates in order to improve the service. Once again, we are very sorry for the inconvenience.） 请问您有用过房间的酒水饮料吗 Did you use anything from the Mini-bar? 好的！先生/女士，在您的账单上有八块钱是给联合国儿童基金会捐款，不知道您方便捐吗？ Thank you! Mr. /Mrs. /Ms. , One US Dollar included in your bill is for the UNICEF donation, do you mind donating it? 谢谢您的爱心！（没关系，这本来就是自愿的） That’s very kind of you! (Sure, this is voluntary anyway) 先生/女士，这是您的账单, 请您确认一下，如果没问题的话, 麻烦您在这里签下字这次入住您可以分在 Mr. /Mrs. /Ms. Xiao, please check your bill and sign your name here to confirm. You could earn 450 StarPoints this time. 谢谢您，萧先生/女士，请问您还是用同一张信用卡/现金结账吗 Thank you，Mr. /Mrs. /Ms. Xiao, Would you like to pay with the same credit card/cash? 我需要再用一下您的信用卡 May I take your credit card ag