酒店受伤客人服务程序

　　酒店受伤客人服务程序

　　Objectives

　　目标

　　xto ensure that the injured guest is being treated with medical attention immediately.

　　确保受伤客人能够立刻得到医护。

　　xthe life of the injured guest is safeguarded through prompt action.

　　通过及时的行动,保障客人生命安全。

　　Policy Statement

　　政策阐述

　　It is the hotel policy to ensure that any accident involving a guest is handled promptly to safeguard his live.

　　此项政策旨在确保任何客人受伤时能够迅速得到生命保障措施。

　　Procedures

　　程序

　　1.Once an accident occurs, the Security Manager or in his absence the Security Assistant Manager is informed immediately as well as the Guest Service Manager.

　　一旦紧急事件发生，保安部经理（其不在时为保安经理助理）和大堂经理应该被通知到。

　　2.First aid to be applied immediately with the readily provided First aid bo* and equipment.

　　利用现有的初步急救箱和设备，立刻实施初步急救工作。

　　3.Arrange to send the injured to the nearest clinic or hospital for treatment per hotel car – decided by the Guest Service Manager.

　　安排由酒店汽车（由大堂经理决定）将伤者送至最近的门诊或医院。

　　4.If the guest is in a severe condition, do not remove the guest at all, administer emergency treatment if possible, and arrange an ambulance.

　　如果伤者处于较危险的情况，不要移动，如果可能则安排紧急情况处理办法，同时安排救护车。

　　5.Get ready the service lift for the ambulance and medical crew so that prompt action can be taken.

　　为救护和医疗人员准备好服务电梯以便其迅速采取行动。

　　6.The injured is brought down through areas that are at the back of the house to avoid guest contact.

　　伤者经过的区域应该处于酒店后门处，以避免和客人接触。

　　7.A team member of the Security Department should be summoned to escort the injured to the hospital, to assist the injured.

　　保安部员工应该被召集并协助护送伤者至医院。

　　8.General Manager, Resident Manager and Security Department has to be informed immediately.

　　应立即通知总经理，驻店经理和保安部经理。

　　9.Contain the spread of the news of the accident by ensuring the team member involved maintain confidentiality.

　　确保相关人员控制事故扩散的机密性。

　　10.If the accident occurred in a guestroom, security team member is to be positioned to prevent unauthorized persons from entering.

　　如果事故发生在客房，安全部成员应该被设置在合理的位置，从而防止非相关人员进入现场。

　　Security is to ensure that the ambulance is directed to the loading dock area.

　　保安确保救护车直接到指定区域。

　　11.If the accident occurred in the guestroom and the victim is accompanied by a friend or relative, a change of room should be offered. The room which accident occurred may need to be double locked for further investigation purposes.

　　如果事故发生在客房，受害者有朋友或亲戚陪同，则可以允许其对房间内设施的变更。发生事故的房间需要被双锁，以便更进一步的调查。

　　12.If the victim is not accompanied by anyone, every effort must be made to contact the next of kin through information on his passport. The Embassy of guest nationality is to be contacted if necessary.

　　如果受害人没有人陪同，应该尽力按照护照上的联系方式联系其亲属。如果有必要，可联系该国籍的大使人员。

　　13.Guest’s travel documents should be checked and Airline or Tour Agent notified.

　　客人的旅行文件应该被检查，相应的航空公司和旅行社应该被通知。

　　14.The Incident is to be kept in absolute confidentiality to all parties, especially the Press.

　　事故应该被严格对外界保密，尤其是新闻界。

　　15.All inquiries are to be handled by the PR Manager or the General Manager.

　　所有的相关需求将交由公共关系经理和总经理处理。

　　16.An Incident Report is filled up by the Security Department

　　任何事故报告由保安部填写。

www.pmCeo.com 物业经理人网

篇2：酒店客人投诉处理程序(中英版)

　　酒店客人投诉处理程序

　　Objectives

　　目标

　　xto resolve guest complaints and disputes in an efficient and professional manner.

　　用一种有效、专业的方式解决客人投诉和争执。

　　xto ensure highest level of guest satisfaction and hotel interest.

　　最大限度的确保客人的满意度及酒店利益。

　　xto report to the management so as to review the complaints to rectify any problem and prevent loss of future business opportunities.

　　向管理层报告投诉的处理情况，防止酒店商业机会的流失。

　　Policy Statement

　　政策阐述

　　It is the policy of the hotel that all guest complaints and disputes are solved amicably in the highest level of guest satisfactions and hotel interest.

　　此项政策旨在最大限度保证客人满意度和酒店利益,并友善地对客人投诉进行处理。

　　Procedures

　　程序

　　1.Greet and acknowledge the guest appropriately.

　　适度的问候和答谢客人。

　　2.Invite the guest to the Guest Services’ Desk or Offer the guest to the lounge for a discussion - this is to move the guest away from the Front Desk to avoid making a scene.

　　邀请客人到客户服务台或为客人提供谈话的休息室-------其目的在于将客人带离前台以避免出现不良场景。

　　3.Listen to the guest complaints carefully, maintain eye contact, do not make funny faces or giggle no matter what the complaint, take down any details if necessary.

　　仔细聆听客人投诉，维持眼神交流，无论投诉内容如何，不得流露滑稽或好笑的表情。如有必要记录下任何细节。

　　4.Show empathy and make sure the guest feels that you understand his situation, and apologize for the inconvenience caused.

　　显示理解的神态，并确定客人感觉到你已理解之，同时对给客人造成的不便表示歉意。

　　5.If the guest will not quiet down, or demands to see the manager, it is advisable to seek assistance from a colleague with a higher position.

　　如果客人情绪没有稳定下来，或要求见经理，可取的方法是邀请职位较高的同事处理该事件。

　　6.Resolve the matter immediately by offering alternatives that ensure the interest of both the guest and the hotel.

　　及时确定对客人和酒店都有利的、可供选择的方案供客人选择。

　　7.If the matter could not be resolved immediately, inform the guest the necessary action to be taken and will keep him duly informed until he is satisfied with the situation.

　　如果事件不能被迅速地解决，适时地告知客人采取的必要措施直到其满意。

　　8.Thank the customer for bringing up the matter to assist the hotel to rectify it shortcomings

　　感谢客人对酒店的支持——指出酒店不足，帮助其改正。

　　9.Check back with the customer to ensure satisfaction

　　回访顾客以确保顾客满意。

　　10.Log down the incident in the Log Book for Management review.

　　在记事本上记录事件以便管理层检查。

　　Ensure that all details are recorded in the guest’s profile for future reference.

　　确定所有关于客人的细节，以便将来参考之用。

　　Remarks备注:

　　Do not不要:

　　xtalk the guest down

　　带有歧视性语言

　　*Be defensive

　　带有防御性的

　　*Be impatient

　　不耐烦的

　　*Blame another employee or department

　　责怪其他顾客或部门

　　*Blame the guest

　　责怪顾客

　　*Do not argue back

　　不要反复争论

篇3：酒店客人要求延长离店时间服务程序

　　酒店客人要求延长离店时间服务程序

　　Objectives

　　目的

　　* To provide hospitable service to all guests

　　对所有客人提供人性化的服务。

　　Policy Statement

　　政策阐述

　　It is the hotel’s policy to accommodate requests for an extension of check out time whenever possible and reasonable.

　　该政策是用来随时尽可能合理地满足客人要求延长离店时间要求的。

　　Procedures

　　程序

　　1.Inform the guest that the hotel has introduced a 24-hour stay period (guest checks in at 15:00 hours, guest also has the right to check out at 15:00 hours the next day)

　　通知客人,其已经住店一天（客人入住时间是15点，以及经过一晚后在第二天离店）。

　　2.-If the guest requests to stay longer than the 24-hours, a late check out until 18:00 hours can be granted with no extra charge

　　如果客人要求延迟逗留的时间超过24小时，在不超过18时的免费逗留是可以接受的。

　　3.-If the guest wishes to check out later than 18:00 hours the guest will be charged half of their daily room rate.

　　如果客人要求延迟离店超过18时时，则客人需要加付费半天的房费。

　　4.A Miscellaneous Charge Voucher needs to be opened for the late check out charges – ask the guest to sign to avoid misunderstanding.

　　其他杂费的付款凭证需要对延迟离店的客人开单——要求客人签字以避免误会。

　　Remarks:备注

　　*-If the room situation is tight, ask colleagues or relatives to check out all rooms but one – usually a late check out room is only used to fresh up before leaving for the airport.

　　如果客人确实有困难，则要求除保留一间外，其他同事和亲戚离店——通常一间延迟离店房仅仅是为客人到机场前做整理之用。

篇4：酒店客人财产提供保护服务程序

　　酒店客人财产提供保护服务程序

　　Objectives

　　目的

　　* To provide the guests with optimum protection of his possession

　　为客人提供针对其所有物最合适的保护措施。

　　* To provide good hospitality for long-staying guests

　　为长住客提供盛情地服务。

　　Policy Statement

　　政策阐述

　　* It is the hotel’s policy to protect the guest’s possessions when the guest is out of the hotel for a longer period.

　　当客人长时间出行时，为客人的财产提供保护的政策。

　　Procedures

　　程序

　　1. Inform the guest that you will double-lock the room in -order to safeguard his possessions during his time away from the hotel

　　提醒客人为保证其财产的安全，在外出时将房门双锁。

　　2. Ask the guest when he is planning to come back to the hotel

　　向客人落实其返回酒店的日期。

　　3. Inform the guest that he needs to contact with the GRO in case he is coming back earlier – because of the double-lock

　　提醒客人,其应该和公共关系主任联系以免提早回程-----因为房门双锁。

　　4. Inform Housekeeping that the guest will be Out-Of-Town (O-O-T) -or Sleep Out till what date and ask the Floor Supervisor to page you when the room is cleaned in -order to double-lock the room

　　为了将房间双锁，通知客房部客人将要外出，直到某个合适的时间。同时楼层主管将在房间被清理后给出书面通知。

　　5. Inform Concierge to hold all mail and messages for the guest till what date

　　通知门房为客人保存所有邮件和信息直到相关日期。

　　6. Write all information clearly in the Logbook and leave a trace a day before the guest is scheduled to come back

　　根据回程安排，在客人返回前一天，在记事本上清晰地记下所有相应信息并留下记录.

　　7. A day before the guest returns, unlock the door and ask the Housekeeping to air the room and to put messages, mail, newspapers, etc. nicely on the table.

　　在客人返回的前一天，打开房门锁，要求客房部为房间通风，留出信息、邮件、报纸等。并装饰桌子。

　　Remarks:备注

　　* When the guest is planning to leave the hotel for a long time make sure plants in the room get watered on a regular basis.

　　当客人计划较长时间离开酒店，确定房间内的植物得到应有的照顾。

篇5：酒店住店客人庆贺生日服务程序

　　酒店住店客人庆贺生日服务程序

　　Objectives 目标

　　* To wish guest a happy birthday

　　祝愿客人生日快乐

　　* To provide guests with good hospitality

　　为客人提供人性化的服务

　　Policy

　　政策

　　* It is the policy of the hotel to recognize and present a birthday gift to all in house guests celebrating their birthday while staying in the hotel.

　　该项政策是酒店在客人住店期间认可和赠送所有住店客人生日礼物以庆贺其生日。

　　Procedures – Guest Service Manager

　　程序——大堂经理

　　1.Print and check the guest birthday report

　　打印并检查客人生日报告

　　2.Prepare the complimentary orders

　　准备免费的次序

　　Procedures – GRO

　　程序——宾客关系主任

　　1.Check the complimentary orders and wait till you receive the signed Birthday Cards from the Front Office Manager.

　　检查免费次序并等到你收到来自前台经理签名的生日卡片。

　　2.Pass all to the Room Service who will prepare the set up in the room.

　　将其分发到欲做房的客房部员工手中。

　　Procedures – Birthday upon Check In

　　程序——入住时的生日

　　1.-If the guest birthday is the same as the arrival day, the Front Desk Agent should recognize the date of birth and wish the guest a Happy Birthday on behalf of the Howard Johnson ( Hotel Name ), in a discreet manner, and not in front of the guest’s colleagues, or traveling companion(s).

　　如果客人的生日和到达日期一致，前台应该认可客人的生日并用谨慎的态度祝愿客人在豪生酒店（酒店名）生日快乐，但不可当着客人或旅行社同事的面。

　　2.After the check in the Front Desk Agent notifies the GRO

　　在前厅部办理入住手续后，前厅部应通知客户关系主任。

　　3.The GRO arranges that a card and the complimentary voucher will be sent to Room Service

　　宾客关系主任安排卡片和优惠券送至客房部。

　　Procedures – Birthday upon Check Out

　　程序——在离店时的生日

　　1.In case the guest birthday is on the same day as the departure day, the Guest Service Manager will prepare a gift and card signed by the ADOR.

　　如果客人生日与其离店时间相同，大堂经理将准备由房务总监签发的礼物和卡片。

　　2.The card and gift will be passed to the Front Desk who will surprise the guest upon check out.

　　卡片和礼物将被分发到前台以赠送给离店客人令其惊喜。