houkeeping

Houkeepingrvice

Procedureofrvice(服务流程)

Rervationist：·Greettheguest.

·Getthefollowingrervationinformationfromtheguest:

Thedateofarrivaldeparture.

Thenumberofthepeople

Theroomtypeandthenumberoftheroom.

·archforthevacancyneededinthecomputer.

·Getthefollowinginformationfromtheguest:

Thenameorthenameofthegroupandthephonenumber.

·confirmtherervation.

·Makeuptherecordoftherervationinthecomputer.

·Expressyourwishestotheguest.

Fullhou

·Telltheguestwhyrervationcannotbemade.

·Expressyourwishtohaveanotherchancetorvetheguest.

ChamberService:

·Knockatthedoorgentlythreetimes.

·Say:”houkeeping”.

·Asktheguestwhetherhecangointotheroom.

·Asktheguestwhetherhecacleantheroomnow.

·cleantheroom

(Turningdownthebed)

·Asktheguestifhewantsturndownrvicenow.

·turndownthebed.

·Expressyourwishestotheguest.

RoomService:

·Greettheguest.

·Gettheinformationfromtheguestandconfirmwhattheguestbooks.

·Telltheguesttheorderwillbereadysoon.

·Deliverthefoodatthegateoftheguestroom.

·Knockatthedoorgently.

·Announce:”mein?”

·Speakouttheorderandgivethebilltotheguest.

·Asktheguesttosignthenameandroomnumber.

·Expressyourwishes.

MaintenanceService

(houkeeper)

·Greettheguest.

·Patientlyandcarefullylistentowhattheguestsays.

·Say“sorry”totheguest.

·gettheroomnumberfromtheguest.

·Telltheguestwhatwillbedoneatonce.

·Checkwhathasbeenmadebytherepairman.

(repairman)

·:”mein?”

·Say”sorry”tothegustandtheguestabouttheproblemindetails.

·Checkandrepair.

·Telltheguestthateverythingisalright

·Extendthewishestotheguest.

·ReporttheFrontDesk.

PerformanceforService(模拟演练)

rervealuxury

m

e

is,

callsthe

Houkeeping,becauthereissomethingwrongwithsomeofthe

keepertellshimthattherepairman

airmanrepairsthefacilities.