酒店金钥匙就是这样接待贵宾的！

酒店金钥匙接待贵宾的最佳操作规程（高星级酒店的宾客服务经理岗位通常由金钥匙担任）：

Policy政策

 

Rooms for VIP guests must be ready upon theguest’s arrival, and VIPsmust be met by the Guest Service Manager on duty or another member ofManagement.

贵宾房间在客人抵店前必须准备好，贵宾必须由宾客服务经理或管理层经理陪同至房间。

 

Procedure程序 

1. GSM needsto prepare to welcome VIP guest according to their arrival time; if the guestbooked airport pick-up service, the driver must inform Concierge & GSM onthe way back. If the guest didn’t provide arrival time, GSM need to inform allGSAs to notify GSM when guest arrives. C/I alert should be placed in Opera PMS.

宾客服务经理根据贵宾抵达时间在大堂迎候。如客人有接机服务，司机在返回时通知宾客服务经理。如果客人没有留下确切的抵达时间，宾客服务经理需通知前台员工在客人抵达时通知宾客服务经理并在系统中留下提醒。

2.Check the welcomefolder to ensure all necessary items and documents are in order for in-room check in. The itemsprepared should include:

·  Guest registration form

·  Key folder with encoded key forassigned guestroom

·  Deposit receipt

·  Pen (in working condition)

·  ** Brochure

·  Hotel Brochure

·  Navigation Page

·  Hotel Address

检查客人的登记夹，确保房内登记所需的资料齐全。包括：

·  宾客登记表

·  做好相应房间的房卡放在钥匙袋内

·  圆珠笔 (可用的)

·会员计划简介

·  酒店简介

·  导航页

·  酒店地址

3. GSM should get themselves ready and standby at the lobby towelcome the guest 15 minutes before the guest’s arrival.

客人抵店的15分钟前，宾客服务经理应在大堂等候并迎接客人。

4． Upon arrival, greetthe guest by addressing guest name, show business card to the guest.

当客人达到时，在大堂迎接并称呼客人姓名，并出示名片.

Ex.: “Welcome to **Hotel, Mr./Ms/Mrs. XXX. I am GSM XXX, please let me showyou to your room.” (If the guest is a returning guest, GSM need to welcomeguest back.)

“欢迎光临**酒店，…先生/小姐/太太，我是酒店宾客服务经理XX，我将带您去您的房间。”(如客人是回头客需表示欢迎再次光临。)

On theway, introduce the hotel’s general facilities (if this is the guest’s firststay). 

在去房间的路上，介绍饭店设施，(如客人是首次入住)/或询问客人上次入住的感受或其它谈话。

Ex.: “Mr/Mrs XXX, I understand this isyour first time in our hotel, so please let me introduce some of our hotelfacilities. Breakfast is at our all day dining restaurant on the 3rd floor,next to our Chinese Restaurant. We have our speciality Korean restaurant on the 4^th floor, and our Health Club is on the 5^thfloor.”

“…先生/小姐，我知道这是您第一次入住我们酒店，我可以为您介绍一下酒店的设施吗？您可以在我们3楼的全日自助餐厅享用您的早餐，也可以看到我们的中餐厅。我们有自己独特的韩式餐厅在4楼，和我们健康中心是在5楼。”

5.Alwaysgive simple directions, such as turn to your left or right.

总是为客人指引方向向左或向右。

6.Advisethat the floor number of his/her room is located in the elevator.

进入电梯后，告知客人房间的楼层。

 

7．Do not mention the guest’s room number aloud,to protect guest privacy.

不要大声将房间号码说出，要保护客人隐私。

8．Allow theguest to step out the lift first and advise the direction (“Mr/Mrs XXX, pleaseturn to the left or right.”)

电梯到达楼层后，先让客人出电梯并指引方向(…先生/女士，请向左转或右转”)。

9．GSM needto advise the guest the fire exit locations. (“Mr XXX, at the end the eachcorridor there is a fire exit.” Gesture towards the fire exit nearest to theguestroom.)

到楼层时，宾客服务经理有义务向客人介绍安全出口。(“ …先生/女士，在每个走廊都有安全出口。”手势并指引方向，向客人指引离房间最近客房的安全出口。)

10．Open the guestroomdoor with the guest’s key, enter the room first, insert the key into the switchbox, and invite the guest to enter the room.

先轻敲房门，然后用客人的钥匙打开房门，先进入房间推开门，插入房卡取电，并请客人进入房间。

11．Invitethe guest to be seated, then ask the guest for his/her passport/ID. (“May Ihave your passport/ID for registration?”) If need the guest’sID/Passport,GSM need to tell the guest how long need to use.

请客人坐下，并向客人要证件登记，“我能看一下您的护照/ 身份证进行登记吗？”如果需要使用客人的证件，宾客服务经理需要告知客人多久可以用好。

12．Proceed to complete Registration Card with details below and is signedby guest:

·Guest Name (correctlyindicate last name/surname, first name)

·Date of birth

·Gender

·Passport Number

·Valid date ofpassport

·Nationality

·Visa type

·Expiry date of visa

·Permanent Address (ifmainland Chinese ID card)

·**Member Number.  (If guest is non-member, promotethe benefits of membership, and obtain a business card from guest to registerwith if they accept.)

o   Frequent flyer number (if any; can use only withMarriott Rewards)

·Guest e-mail Address (veryimportant)

·Method of payment (“MayI know your method of payment?” )

·Guest contact details (mobilephone, etc.)

·Guest Signature

为客人进行入住登记的填写，确保完成登记单内所有具体信息和客人签名的填写：

·客人姓名(包括正确的姓氏、名字)

·生日

·性别

·护照号码

·护照的有效期

·国籍

·签证种类

·签证有效期

·永久地址（如果是中国身份证）

·**会员号码 (介绍会员的优惠，并取得客人的名片。)

o   常旅客航空里程卡

·付款方式

·留下客人的手机号码或其它联系方式，以防客人离店后遗漏物品。

·客人签名

 

13．Obtain business card from guest if this is his/her first stay.

如果客人是首次入住，取得客人的名片。

14．Introduceand show features of the guestroom. “Please let me explain the features of yourroom”.

向客人介绍房间服务设施。“我将向您介绍房间设施。”

15．Offer assistance with guest’s laundryand offer wake-up call service.

询问客人是否需要洗衣和叫早服务。

16．Wish guests a pleasant stay and leave the room.

祝客人居住愉快。离开房间。

17．Modifythe guest’s profile in system with the Registration Card information.

依据宾客登记表将系统中客人的客史补全。

中国金钥匙

 · 总部地址 ·
广东省广州市越秀区农林上路二横路6号

· 总部热线 ·
400-7758-258

· 官方网站 ·
www.goldenkeyschina.com

· 官方微博 ·
http://weibo.com/lcdc