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1、Standard Operation Procedures / Front Desk 前厅部标准操作程序/前台前厅部Front Office前台服务程序LOCAL STANDARD OPERATING PROCEDURES国际酒店管理资料手册International Hotel Management Information Manual前台是展示酒店的形象、服务的起点。对于宾客来说，酒店大堂前台是接触我们酒店的第一步，是对酒店的第一印象，是非常重要的。 制定前厅部标准运作程序手册的目的制订本手册是为了说明酒店管理前厅部标准运作的政策和程序，确保前厅部运营及管理工作的一贯性。向前厅部工作人员提
2、供日常工作及培训的指导。使前厅部员工了解前厅的作用，了解前厅运作及管理的政策和程序。DEPARTMENT部门: Front Office前厅部 JOB TITLE职务: Receptionist前台接待TASK NO任务编号: 67TASK任务: Handling of Guest Complaint (B)EQUIPMENT REQUIRED: Fidelio work stationWHAT TO DO要做什么HOW TO DO如何去做WHY为什么Guest approached our staff to complaint.1. Listen2. Apology3. Empathy4.
3、ActionDo not panic, if guest are speaking loudly, quickly offer guest over to Assistant Managers Desk to sit down and attend to his needs.Listen to guest attentively and take note of his comments.Accept guest comments positively, Apologies to guest sincerely. e.g. Mr. XXX, I am sorry that this has h
4、appen to youShow empathy guest. e.g. “I understand how you feel.” (Put yourself in the guest shoe)Using the “One Stop Shop” method solving guest problems without referring to other department.You will take care of it immediately and take ownership of handling personally all the way through Be flexib
5、le and anticipate guest needs, always offer option for solution and check guest level of satisfaction.Ensures proper follow-up are madeAnd fill-up the “Recovery Form”Show our humility.Let the guest know that you appreciate his comments. Respect guest comments. Guest complaint as they want us to impr
6、ove.HumilityCalm the guest Continue to strive for excellence.Do more.Customer delight.Practice Sofitel Care using the recovery method.Solving the problems immediately is giving us to correct the mistake and even delighting the guest.Feedback to management of situation occurred and action taken.Updating guest history for future references.PREPARED BY: APPROVED BY: DESIGNATIONFront Office ManagerSIGNATURE/DATE 签名/日期DESIGNATIONSIGNATURE/DATE 签名/日期-酒店管理手册前厅、客房、餐厅、人事、保安、工程、营销、行政、总经办开业、入职、招聘、设计、程序、标准、SOP酒店管理之家