酒店客人不在场时换房处理标准操作(中英版)

酒店客人不在场时换房处理标准操作规程

G UEST E XPECTATION客人期望:

I expect that the hotel staff can change my room for me on request and move my entire luggage to the new room without my presence. My luggage will be handled carefully without any damage and missing items.

我希望酒店员工能按我的要求帮我换房并在我不在场的时候把我的一切行李搬到新房间。希望能妥善安置我的行李，无损坏、无缺失。

Why is this task important for you and our guests?

为什么该任务对你和我们的客人都很重要？

Answers回答:

1.We must provide a prompt and accurate room change service to

our guests. 我们必须向客人提供快捷无误的换房服务。

2.Safety is one of the most important issues to our guests, we

must make the guests items are moved safely. 对于我们客人最重要的

问题之一就是安全性；我们必须确保客人行李的安全。

3.Increase guest satisfaction. 提高客人满意度。

4.Demonstrate my professionalism. 展示我的职业道德。

Summary questions问题小结:

1. a) What is the difference between a dead move and a live move?

客人在场时的换房与不在场时的换房有什么区别？

b) Why do we need to record the reason for the move? 为什么我们我们需要记录换房理由？

2. Why can we not do the room change with unpacked luggage? 为什么行李未包装时，我们就不能做换房处理？

3. What do you do with garments? 我们如何处理大衣？

4. Why do I need to distribute the room change slip to the Housekeeping department? 为什么我要把换房单交给客房部？