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1、標(biāo)準(zhǔn)運作程序STANDARDOPERATIONPROCEDURETASK:Handlingtheguests’complains處理客人的投訴ReferenceDept:RoomsDivision—AssistantManager部門:房務(wù)部—大堂經(jīng)理SOPNO.:AssistantManagerSOP003標(biāo)準(zhǔn)運作程序號:大堂經(jīng)理標(biāo)準(zhǔn)運作程序003Date:February10,2006日期:2006年2月10日Whattodo/Purpose做什么/目的Howtodoit/procedure怎樣做/程序Why為什
2、么Knowinformation了解信息Handlingtheguests’complains處理客人的投訴TheAssistantManagershouldwarmlyreceivetheguestwhocomplainsandlistentotheguestcarefullywhiletalkingtotheguest.Afteryouclearthetruthfromourstaffandtheguest,heorshewillhavetoexplainfirstandapologizetotheguestfo
3、rtheinconvenience,maketherightjudgementandhandlethecomplainintime.Weshouldtryourbesttoaskfortheguest’sunderstandings.熱情接待客人,認(rèn)真傾聽客人投訴內(nèi)容,針對客人投訴內(nèi)容作以解釋及致歉,認(rèn)真分析投訴事件,調(diào)查處理投訴,盡可能多的了解事件詳情,正確判斷、妥善處理問題,及時將處理情況告訴客人,盡可能得到客人的諒解。Bydealingwiththebigissuesandincidentsreportedby
4、Department,theAssistantManagershouldcontactwiththehotelEODintimetotakemeasures,ifstillcan’tbesettled.AMandEODshouldinformRM.Afterthat,wehavetotelltheguestthemeasureswetakeandtheresultswefollowuptocalmdowntheguest.Torectifytheevent,totakedownnotesandmakepreventi
5、veproposalsinorderthatwecanimproveourservicequalityandstandards.由部門報告給大堂經(jīng)理的重大投訴或事件,大堂經(jīng)理應(yīng)該通知當(dāng)日EOD,如果EOD和大堂經(jīng)理不能妥善解決,應(yīng)及時通知駐店經(jīng)理,將投訴處理結(jié)果或采取的措施告訴客人盡可能挽回因投訴事件給客人造成的負(fù)面影響,公平、公正地處理問題,客人反映的問題、事件作好分析、處理情況的詳細(xì)記錄,留存事件分析、處理情況的記錄,預(yù)見性的改進(jìn)服務(wù)質(zhì)量。Dealwithintimeandgetunderstanding處理及時
6、獲取諒解STANDARDOPERATIONPROCEDURETASK:Dailychecking每日巡查ReferenceDept:RoomsDivision—AssistantManager部門:房務(wù)部—大堂經(jīng)理SOPNO.:AssistantManagerSOP003標(biāo)準(zhǔn)運作程序號:大堂經(jīng)理標(biāo)準(zhǔn)運作程序003Date:February10,2006日期:2006年2月10日Whattodo/Purpose做什么/目的Howtodoit/procedure怎樣做/程序Why為什么Examineanddirector
7、檢查督導(dǎo)Dailychecking每日巡查TheAssistantManagershouldbefamiliarwithhisworkprocedure,standardsandregulations.Heorshewilldotheservicedirecting,checkingtheserviceequipment,facilityandthesanitationandtakingrecordsabouttheexistingevents.Torectifytheproblemsandfollowuptoinc
8、reasetheservicestandards.熟悉酒店相關(guān)工作程序、標(biāo)準(zhǔn)及規(guī)章制度,對服務(wù)質(zhì)量的督查,對衛(wèi)生清潔及設(shè)施、設(shè)備的檢查,對存在問題作好記錄,及時發(fā)現(xiàn)工作中存在的問題,并加以督導(dǎo),從而保持、提升酒店服務(wù)水準(zhǔn)。Keepstandard保持水準(zhǔn)STANDARDOPERATIONPROCEDURETASK:RoomChecking查房R