精品XX酒店standard operation procedure
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ositive impression of the hotel as well as to acknowledge the presence by greeting them at least improtance of the guest in the hotel two meters away from the counter by to raise the self esteem of guests by saying:"你好,Mr./Mrs.XXX."(If name of addressing them by their name.To let guest is kown, otherwise use Sir guest feel home away from home or Madam) service . Respect Establish and keep eye contact with the guest and slmile genuinely. To show that you are genuinely willing to serve the guest. Sincerity
Saying:"Thank oyu for waiting, If guest should be kept waiting, Mr./ Mrs. XX." thank them for waiting.
To acknowledge that the guest has been waiting and that their patience is appreciated. Care about guest feelings. Show care
PREPARED BY: DESIGNATION
SIGNATURE / DATE
APPROVED BY: DESIGNATION
SIGNATURE / DATE
SOFITEL BOAO 博鳌索菲特大酒店
SOFITEL BOAO 博鳌索菲特大酒店 STANDARD OPERATION PROCEDURE
DEPARTMENT: Front Desk TASK NO: FD- REC 6.1 EQUIPMENT REQUIRED: Fidelio Workstation WHAT TO DO Use standard greetings for the guest. JOB TITEL: Guest Service Associate TASK: Greeting and Welcoming Guests WHY
As the guests approach the Front Desk counter, acknowledge their
Stand upright with an attentive body A good body posture indicates good
posture. grooming and confidence. Showing humility respect to guest. Humility To make guests feel at home as well as delight guest with calling guest's name proudly. Respect
Offer assistance and identify guest's name. Saying:"May I have your sir name, please?"
To retrieve reservation from Fidelio. Make the guest feel friendly and courtesy. Warm and natural care.
Welcome guest to the hotel.
Saying:"你好,welcome to SOFITEL BOAO hotel." If the guest is a return guest. Saying;" Mr./Mrs. XX, welcome back to SOFITEL BOAO."
Saying:"Thank oyu for waiting, If guest should be kept waiting, Mr./ Mrs. XX." thank them for waiting.
To acknowledge that the guest has been waiting and that their patience is appreciated. Care about guest feelings. Show care
PREPARED BY: DESIGNATION
SIGNATURE / DATE
APPROVED BY: DESIGNATION
SIGNATURE / DATE
SOFITEL BOAO 博鳌索菲特大酒店
SOFITEL BOAO 博鳌索菲特大酒店 STANDARD OPERATION PROCEDURE
DEPARTMENT: Front Desk TASK NO: FD- REC 6.1 EQUIPMENT REQUIRED: Fidelio Workstation WHAT TO DO Use standard greetings for the guest. JOB TITEL: Guest Service Associate TASK: Greeting and Welcoming Guests WHY
As the guests approach the Front Desk counter, acknowledge their
Stand upright with an attentive body A good body posture indicates good
posture. grooming and confidence. Showing humility respect to guest. Humility To make guests feel at home as well as delight guest with calling guest's name proudly. Respect
Offer assistance and identify guest's name. Saying:"May I have your sir name, please?"
To retrieve reservation from Fidelio. Make the guest feel friendly and courtesy. Warm and natural care.
Welcome guest to the hotel.
Saying:"你好,welcome to SOFITEL BOAO hotel." If the guest is a return guest. Saying;" Mr./Mrs. XX, welcome back to SOFITEL BOAO."