VIP handling
机场贵宾服务的内容及流程
机场贵宾服务的内容及流程英文回答：Airport VIP services provide a range of exclusive benefits and personalized assistance to travelers. These services are designed to enhance the overall airport experience and make the journey more convenient and comfortable. Let me walk you through the content and process of airport VIP services.1. Meet and Greet: Upon arrival at the airport, a dedicated VIP agent will meet you at the entrance or at the aircraft gate. They will assist with luggage handling and escort you through immigration and security procedures, ensuring a smooth and expedited process.For example, when I traveled to Dubai, I booked an airport VIP service. As soon as I stepped off the plane, a friendly agent was waiting for me at the gate. They helped me with my bags and guided me through the immigration andsecurity checks. It saved me a lot of time and hassle.2. Lounge Access: VIP services often include access to exclusive airport lounges. These lounges provide a comfortable and quiet environment where travelers can relax, enjoy complimentary refreshments, access Wi-Fi, and catchup on work or entertainment.During a layover in London, I had access to the airport lounge through the VIP service. I was able to unwind in a cozy seating area, enjoy a delicious meal, and even take a refreshing shower before my next flight.3. Fast Track Security: VIP services usually offer expedited security screening, bypassing long queues and saving valuable time. Dedicated lanes or priority accessare provided to ensure a hassle-free experience.When I flew from New York to Los Angeles, I opted forthe VIP service. I was able to skip the long security lines and go through a dedicated fast track lane. It was a relief not having to wait in line and allowed me to reach my gatewith plenty of time to spare.4. Personal Assistance: VIP agents are available to assist with any travel-related queries or requests. They can provide information about flight schedules, gate changes, and help with rebooking or making special arrangements.Once, I had a flight delay while traveling to Paris. Thanks to the VIP service, I had a dedicated agent who promptly informed me about the delay and assisted with rebooking my connecting flight. Their support and guidance made a stressful situation much easier to handle.5. Transportation Services: Some airport VIP services offer chauffeur-driven transportation to and from the airport. This adds an extra level of convenience and luxury to the travel experience.When I arrived in Tokyo, a chauffeur was waiting for me at the airport. They drove me to my hotel in a comfortable and stylish vehicle, making me feel like a VIP from themoment I landed.中文回答：机场贵宾服务提供一系列独特的福利和个性化的协助，旨在提升旅客的整体机场体验，使旅程更加便利和舒适。
大酒店管家部各岗位职责与管理制度
H .K 管理实务 H .K 管理实务目 录CATALOGUE第一章 管家部组织构造图 (1)ORGANIZATION CHART第二章 管家部岗位职责 ··············································· 1-25POSITION RESPONSIBILITY OF H.K DEPT2.1 管家部经理 H.K Dept. Manager (2)2.2 楼层经理 Head Floor Supervisor (3)2.3 楼层督导 Floor Captain .................................................. 5 2.4 楼层服务员 Room Attendant .............................................. 7 2.5 楼层打扫员 Room Cleaner ..................................... 9 2.6 公共区域经理 Public Area Supervisor .......................... 11 2.7 公共区域督导 Public Area Captain ......................................... 12 2.8 公共区域服务员 Public Area Attendant ..................................... 13 2.9 花房管理员 Florist ................................................................ 14 2.10 公共区域清洁工 Public Area Cleaner ........................................ 15 2.11 洗涤部经理 Laundry Manager ............................................ 16 2.12 洗涤部督导 Laundry Captain . (17)2.13 干洗工Dry Cleaner (18)2.14 大湿洗工Washer-Large Items (20)2.15 小湿洗工Washer-Small Items (21)2.16 平烫工Flat Work Ironer (22)2.17 布草折叠工Linen Folding Attendant (23)2.18 布草收发员Linen Delivery Maid (24)2.19 制服收发员Uniform Delivery Maid (25)第三章管家部各岗位操作程序·············································· 27-136HK.DEPT.STANDARD OPERATION PROCEDURE3.1 楼层经理Head Floor Supervisor (27)3.1.1 处理客人投诉Handling Guest’s Complains (27)3.2 楼层督导Floor Captain··········································28-31实务理H.K管3.2.1 检验客房Checking Guest Rooms (28)3.2.2 收取小酒吧帐单Collecting Mini-bar Bill (30)3.2.3 饮料管理Controlling wine & Beverage (31)3.3 楼层服务员Room Attendant······························ 32-533.3.1 楼层钥匙领用和保管Picking up& Keeping Room Key (32)3.3.2 开酒水帐单Filling in Wine & Beverage Bill (33)3.3.3 杯具洗涤、消毒Washing-up & Disinfecting Glassware (34)3.3.4 客用具领用、寄存Application of &Keeping Items (35)3.3.5 客人要求开门Handling Request for Opening the Door (36)3.3.6 引领客人进房Greeting the Guests (37)3.3.7 报交遗留物品Delivering Properties Left Behind by Guest.38 3.3.8 客人离店结帐Guest Check-out (39)3.3.9 查走客房（遗留物品）Check-up C/O Room (40)3.3.10 做夜床Providing Turn-down Service (41)3.3.11 开房门Opening the Door (43)3.3.12 加床Handling Request for Extra Bed (44)3.3.13 铺床Making the Bed (45)3.3.14 上毛巾、茶水Offering Towel / Tea Service (46)3.3.15 客房二次打扫Re-cleaning the Room (47)3.3.16 要点来宾进房Receiving VIP (48)3.3.17 擦皮鞋Providing Free Shoe Shining Service (49)3.3.18 翻转床垫Turning the Mattress (50)3.3.19 洗涤浴帘Washing Shower Curtain (51)3.3.20 吸尘器使用和保养Using & Maintaining Vacuum Cleaner (52)3.3.21 处理意外损坏来宾物品Dealing w ith Damaging Guests ’Articles (53)3.4 客房打扫员Room Cleaner .............................54-59 3.4.1 整顿工作车Cleaning up Maid’s Cart. (54)3.4.2 打扫住客房Making up Occupied Room (55)3.4.3 打扫卫生间Making up Washing Room (57)3.4.4 工作车摆放Ma id’s Cart Setting (58)3.4.5 空房打扫Making up Vacant Room (59)3.5 客房中心服务员Housekeeping Center Attendant ········60-643.5.1 核对未进店客房报告Checking No-show Room Report (60)实理务H.K管3.5.2 核对查房报告Checking Room Report (61)3.5.3 客用具旳借用、登记和保管Item’s Loan /Registration / Keeping (62)3.5.4 接打内部Receiving & Making Inside Call (63)3.5.5 处理前台报表Dealing with Dept. Reports (64)附录：客房中心常备客用具清单 (64)Appendix: List of Items Prepared in Housekeeping Center3.6 PA服务员PA Attendant ································65-813.6.1 石材日常保养Marble Daily Maintenance (65)3.6.2 大理石地面打蜡Polishing Marble with Wax (66)3.6.3 大理石地面起蜡Wax Remove From Marble (67)3.6.4 石材墙壁上蜡Polishing Wall with Wax (68)3.6.5 清洗地毯（干泡）Cleaning Carpet(Dry-clear) (69)3.6.6 洗地毯（抽洗）Washing Carpet (70)3.6.7 沙发抽洗Washing Sofa (72)3.6.8 清洁铜条Cleaning Copper Strip (73)3.6.9 清洁客梯Cleaning Elevator (74)3.6.10 清洗吸尘器Cleaning Vacuum Cleaner (75)3.6.11 使用三合一抽洗机Using Wet Vacuum Carpet Extractor (76)3.6.12 使用洗地机Using Clean Marble Machine (77)3.6.13 使用吸水机Using Wet & Dry Vacuum Cleaner (78)3.6.14 使用高速抛光机Using Ultra High Speed Machine (79)3.6.15 清洁玻璃Polish the Window-panes (80)3.6.16 花岗岩地面晶硬处理Crystallize Marble (81)3.7 PA保洁工PA Cleaner ···································82-863.7.1 棉尘推药剂处理Spray Floor Dust Remover on the Mop (82)3.7.2 推尘（清洁大理石地面）Dust Removed From Floor (83)3.7.3 清洁各公共区域卫生Cleaning the Public Areas (84)3.7.4 洗手间日常清洁保养Cleaning Washing Room (85)3.7.5 客人醉酒呕吐处理Dealing with Drunk Guests (86)3.8制服收发员Uniform Delivery Maid··························87-973.8.1 新制服申领、发放Appling for & Giving Out Uniform (87)3.8.2 制服收发Counting & Sending Uniform (88)3.8.3 交接制服Taking over Uniform (89)实理务H.K管3.8.4 清点脏制服Counting Dirty Uniform (90)3.8.5 核对接受已清洗制服Checking Uniform Cleaned (91)3.8.6 处理旧制服报损Steps to Handle Uniform Scraped (92)3.8.7 制服盘点Inventorying Uniform (93)3.8.8 入店、离店人员领退制服Appling for& Returning Uniform for Staff (94)3.8.9 制服收发员收尾Finishing Work for Uniform Delivery Maid (95)3.8.10 缝补制服Steps to Sewing Uniform (96)3.8.11 缝纫机保养Maintaining Sewing Machine (97)3.9 布草收发员Linen Delivery Maid ...................98-102 3.9.1 交接布草Taking Over linen . (98)3.9.2 布草领用Application of Linen (99)3.9.3 交接餐饮、康乐织品Taking over F&B and H&R Dept Linen (100)3.9.4 发送客房布草Sending Out Linen of H.K Dept (101)3.9.5 布草盘点Inventorying Linen (102)3.10花房管理员Florist .....................................103-105 3.10.1 绿色植物保养Preserving Green Plants . (103)3.10.2 保养公共区域插花Preserving Flowers in Public Area (104)3.10.3 送花Sending Flowers (105)3.11客衣服务员Guest Clothes Delivery Maid ........106-114 3.11.1 收包Collecting Clothes (106)3.11.2 点数Counting Clothes (107)3.11.3 打码Marking on Clothes (108)3.11.4 叠衣Folding Clothes (109)3.11.5 装包Packing Clothes (110)3.11.6 送衣Sending Clothes (111)3.11.7 处理遗留物品Dealing with Properties Left by Guests (112)3.11.8 加紧洗衣Express Valet Service (113)3.11.9 来宾洗衣VIP Valet Service (114)3.12大湿洗工Washer-large Items ····················115-1173.12.1 客房、饮食布草洗涤Laundering Linen F&B & H.K Dept . (115)3.12.2 使用大湿洗机Using Washed-large Items Machine (116)3.12.3 使用烘干机Using Dry Machine (117)3.13小湿洗工Washer-small Items ····················118-123实务理H.K管3.13.1 开机准备Preparation of Turning on Machine (118)3.13.2 客衣检验、分类Checking & Classifying Clothes (119)3.13.3 客衣去迹Remove Stain From Clothes (120)3.13.4 客衣洗涤Laundering Guests’ Clothes (122)3.13.5 使用小湿洗机Using Washed-Small Items Machine (123)3.14平烫工Flat Work Ironer Turning on ········124-1273.14.1 开机准备Preparation of Turning on Machine (124)3.14.2 熨烫口布、枕套Ironing Napkin & Pillow-case (125)3.14.3 熨烫布草（床单、台布）Ironing Linen (126)3.14.4 使用大烫机Using Flat Ironing Machine (127)3.15手烫工Presser ....................................128-133 3.15.1 岗位准备Preparation . (128)3.15.2 熨烫西服上衣Ironing Suit (129)3.15.3 熨烫真丝服装Ironing Silk Clothes (130)3.15.4 熨烫西裤Ironing Trousers (131)3.15.5 熨烫衬衫Ironing Shirt (132)3.15.6 熨烫T恤衫Ironing T-shirt (133)3.16干洗工Dry-cleaner ..............................134-136 3.16.1 使用干洗机Using Dry-cleaning Machine (134)3.16.2 使用人像机Using Model Machine (135)3.17布草折叠工Linen Folding Attendant (136)第四章管家部管理制度············································································137-152H.K DEPT.MANAGEMENT SYSTEN4.1 管家部安全管理制度Safety Regulation (137)4.2 楼层客房安全管理制度Safety Regulation of Guest Rooms (138)4.3 管家部卫生管理制度Hygiene Management Regulation (139)4.4 管家部防火制度Fire Prevention Regulation (141)4.5 客人失窃处理制度Handling Guests’ Report of Loss (142)4.6 客人急病处理制度Regulation on Caring for Ill Guests (143)4.7 客人醉酒处理制度Caring for Drunk Guests Regulation (144)4.8 客人携带宠物和易燃易爆品处理制度Handling Pet & Dangerous Goods (145)理管实务KH.4.9 客人带走客房物品处理制度Handling Room Items Taked by Guests (146)4.10 来访人员登记制度Visitor Registration Regulation (147)4.11 督导查房制度Captain Inspecting Room Regulation (148)4.12 洗涤房管理制度Laundry Management Regulation (150)4.13 树木花卉管理制度Plants & Flowers Management Regulation ··1514.14 草地保养管理制度Lawn Management Regulation (152)第五章管家部运转表单············································································153-188OPERATION LIST OF H.K DEPT.管家部组织构造图注：楼层打扫、PA核定计日工15人合计：57人实务理KH.管管家部经理岗位职责JOB RESPONSIBILITY OF H&K DEPT MANAGER一、岗位名称: 管家部经理Job Name: HK. DEPT. manager二、岗位级别: 经理Job Title: Manager三、直属上司：驻店经理、总经理Immediate Superior: G.M 、R.M四、下属对象：各分部经理Immediate Subordinate：Supervisor五、岗位概要：Job Description:直接管理全部管家部员工并确保推行管家部职责，负责对楼层、PA组、洗涤组各区域和各项对客服务进行指挥协调。
AM岗位职责中英文对照
AM岗位职责1，代表酒店迎送VIP客人，带领VIP客人到指定房间，并介绍房间设施和酒店基本情况。
2，做好VIP接待记录，落实接待的每个细节，形成报告并汇总整理做好客史。
3，处理客人投诉，针对客人心理正确解决问题。
4，了解当天及之后房间状态走势，尽量参与接待工作。
5，拜访客人及与客人交流时可适当介绍酒店的相关设施和产品。
6，巡查酒店内外以保证设施设备等各项功能正常运转，及时排除可防范的弊端。
7，与保安人员及工程人员一起检查发出警报的房间。
8，与财务部人员配合，追收仍在酒店住宿客人拖欠的账款。
9，发生紧急事件时，必须及时做出正确的指示。
10，遇危险事故而没有领导可请示时，应果断做出决定视情况需要疏散客人。
11，为生病或发生意外事故的客人安排送救护或送医院事宜。
12，负责贵重物品、遗失物品和拾获物品的处理工作。
13，检查大堂范围内需要维修的项目，并督促有关部门及时维修。
14，做好本组范围内的防火防盗工作。
15，向领导反映有关员工的表现和客人意见。
16，每天坚持在值班记录本上记录当天发生的事件和投诉处理情况，并向前厅部经理汇报。
AM Job Responsibilities1, on behalf of the hotel to receive VIP guest, lead the VIP guests to the designated room, And introduced the basic situation of the room facilities and hotel.2, Finish VIP reception record, implementation Every detail ,collected information and well-off report.3, Dealing with customers complaints, according to customers right psychological to solve problems.4, Know about the room reservation that day and trend, and Involved in reception work as much as possible.5, Inspected both inside and outside of the hotel to ensure that facilities and equipment is normal operation, prevent and remove defects.6, Visiting guests and sharing the hotels facilities and products to them. 7, With security officers and engineers together to inspect the room which is sending alarm.8, With the Finance Department staff to recovery the outstanding receivables .9, In an emergency ,you must make the right directions.10, When encounters an accident and did not leader to consult, Should be bold and make a decision, As the case to evacuated guests.11,Send the illness and accidents guest to hospital .12, Responsible to deal with the valuable items, lost items and the picked up goods.13, Need to check the lobby to find the problem And urge the relevant departments of timely to maintenance,14, Well within the hotels Fire alarm and Security work.15, Reflect the staffs performance and guests views to the leaders.16, Records the events of that day and complaints handling of.。
酒店管理英语词汇
酒店管理英语词汇1、酒店管理英语词汇—客房状况术语酒店管理英语词汇(1)RoomStatus房间状态Clean干净Dirty脏Vacant：空的VCVacantClean干净的空房，即OK房，可直安排客人入住OCO CcupiedClean干净的住房或干净的占用房VDVacantDirty脏的空房ODO OccupiedDirty未打扫干净的住房D/LDoubleLockedDoor双锁的房间酒店管理英语词汇（2）GRSGuestRefusedService客人拒绝服务C/ICheckIn入住的房间C/OCheckOut离店的房间VIPVeryImportantPerson非常重要的客人DNDDoNotDisturbed请勿打扰OOOOutofOrder严重坏房OOSOutofServer轻微坏房DiscrepantRoom矛盾房酒店管理英语词汇(3)Sleepout：外宿房Skipper:未结帐即离房，逃帐房Lightluggageroom只带有少量行李的客房Noluggageroom无行李房Occupied:占用的，有人住Reservationstatues预订状态Arrivals预抵;2、酒店管理英语词汇—房间类型（ROOMTYPE）术语：1)床具种类单人床（Twin—sizeBed）；双人床（Double—sizeBed)：包括大号双人床(Queen-sizeBed)和特大号双人床（King-sizeBed) 隐蔽床(MurphyBed）婴儿床（BabyBed)加床（ExtraBed）RollawayBed2）客房类型单人间（SingleRoom）;标准间（StandardRoom)：放置两张单人床，我国饭店的大多数客房属于这种类型；大床间(DoubleRoom)：该房间放置一张双人床,一般适合夫妻或商务客人使用；新婚夫妇使用时,称“蜜月客房”；三人间（TripleRoom）：一般是房内放置三张单人床，供三位宾客同时入住,属经济房间。
第16届亚运会竞赛场馆通用功能房中英文名称对照表
运动员检录区 竞赛技术运 行 热身场地 竞赛信息台
竞赛综合事 务 运动员休息室 运动员更衣室 兴奋剂检查站 官员办公室 候检室 兴奋剂检查
Sport Information Desk Athlete Lounge Athlete Change Room Doping Control Station Doping Control Officers' Room Waiting Room
功能分区VII_公共活动区 公共活动区
注册分区_白区 注册分区 白区 运行责任部 门 房间中文名称 观众物品寄存区 检票处 临时卫生间 观众集散大厅 观众服务 观众饮水处 观众卫生间 失物招领处 观众信息服务亭 综合事务 自动取款机 餐饮服务 观众餐饮售卖点 特许商品专卖店 赞助商服务 票务咨询台 与票务 售票亭 观众医疗站 候诊室 医疗卫生 诊室 治疗室 医生办公室 医用储藏室 违禁物品存放处 场馆安保 治安处理点 英文名称 Spectator Storage Ticket Rip Temporary Toilet Spectator Concourse Spectator Drinking Fountain Spectator Toilets Lost & Found Spectator Information Services Booth ATM Store Licensed Products Shop Ticketing Help Desk Box-Office Spectator Medical Station Reception & Waiting Room Consulting Room
可进行木工漆工及组装等工作指路标识及临时设施仓库signageoverlaywarehouse办公用品存储间stationerystorage服装存储间uniformstorage形象景观仓储室imistorage物资回收及分发室materialrecyclingdistribution在储存区以外综合区以内物流卸货区unloadingarea油箱存储间fueltanksstorage物流人员专用卫生间toilet物资转运区materialstrasferarea观众服务观众服务管理办公区spectatorservicesmanagementarea供赛事服务管理团对工作使用物资储存和分发区供储备和分发设备工作部署区briefingarea供轮班前后工作人员做简报礼宾语言服务办公室languageservicesoffice赞助商服务办公室sponsorserviceoffice票务经理办公室ticketingmanageroffice用于工作和存储门票及其现金收入和文件备办供管理所有亚运商品的零售使用商品储存区merchandisestorage安全保障证件办理点daypasshandling办证等候区waitingarea受理审核发证区realtimebadgingdesk咨询informationdesk场馆证件管理办公室accreditationmanagementoffice证件经理accreditationmanagerled显示屏控制室integratedwiringmaindistributionroomchinatelecomtelecommunicationequipmentroomintegratedwiringintermediatedistributionroomit设备存放间存放所有在用信息技术设备包括亚运网络与管理系统服务器场馆财务经理办公室含收费卡办公室venuefinancemanagerofficeincludingratecardoffice场馆财务工作人员在此进行现金出纳收费卡工作并协助场馆经理做好亚运会期间的预算technicalequipmentpackagingwarehousewarehousemaintainenceworkareaspsequipmentstoragedistribution赞助商服务与票务特许商品场馆零售管理办公区出merchandiseman
酒店前厅部 特殊客人 处理流程
酒店前厅部特殊客人处理流程1.对于特殊客人的处理，我们的酒店有一套非常严谨的流程和规定。
For the handling of special guests, our hotel has a very strict set of procedures and regulations.2.当有特殊客人到来时，前厅部经理会立即通知并安排专人负责其接待工作。
When there are special guests arriving, the front desk manager will immediately notify and assign a dedicated person to handle their reception.3.我们会提前了解特殊客人的需求和偏好，以便能够提供个性化的服务。
We will proactively understand the needs and preferences of special guests in advance, so as to provide personalized services.4.特殊客人的隐私和安全是我们最重要的考虑因素。
The privacy and security of special guests are our top priority consideration.5.我们会确保特殊客人的住宿体验是舒适、愉悦和无忧的。
We will ensure that the accommodation experience of special guests is comfortable, enjoyable, and worry-free.6.我们会安排专门的客房清洁人员对特殊客人的房间进行特殊处理。
We will arrange dedicated housekeeping staff to provide special cleaning for the rooms of special guests.7.还会提供额外的服务，比如定制早餐、私人导游等。
TAO-OH-SM-RM-D103 VIP Handling
THE ST. REGIS SHANGHAIXXXXXXXX大酒店TRAINING ACTIVITY OUTLINE培训活动纲要Task： VIP Guest Handling任务: 贵宾接待Code 序号： OH-SM-RM-D103Objectives: At the end of this session, each trainee will be able to provide guideline and empower sales associate to extend VIP set up at customer contactpoint under necessary circumstances.目的: 课程结束后，每个学员将能够提高指导方针和授权每一个销售员工在必要的时候向客人提供VIP 客人接待标准。
Standard：All sales associates are empowered to extend VIP set up to qualifiedVIP guest. VIP set up can be offered on VIP set up categories. Specialrequests will be approved by GM or Hotel Manager. Before the VIPguest arrival, the sales associate will brief every department, double checkwith Guest Service Manager. The sales associate will meet and greet the top level VIP guest with Director of Sales & Marketing or Excom member onarrival. The sales associate will make personal or telephone contact with the VIP guest during the guest stay. The sales associate will see the VIP guest off upon departure.标准: 每个销售部员工将被授权在适当的时候给予客人VIP 待遇。
机场贵宾服务的内容及流程
机场贵宾服务的内容及流程English.Airport VIP Service Contents and Procedures.Airport VIP services are designed to provide travelers with an enhanced and seamless airport experience. These services typically include the following:1. Priority Check-In and Boarding.VIP guests enjoy priority check-in and baggage handling, often with a dedicated check-in counter and expresssecurity lane. They may also board the aircraft beforeother passengers.2. Lounge Access.VIP lounges offer comfortable seating, complimentary refreshments, Wi-Fi, and other amenities. Guests can relax,work, or socialize while waiting for their flight.3. Concierge Service.Dedicated concierge staff can assist guests with a variety of needs, such as booking flights, arranging transportation, and making dining reservations.4. Meet and Greet Service.Upon arrival, VIP guests may be greeted by a concierge and escorted through the airport. They may also receive assistance with baggage claim and onward transportation.5. Baggage Delivery.VIP guests' baggage can be delivered directly to their vehicle or hotel.Procedures for Accessing VIP Services.To access airport VIP services, travelers can purchasea membership or pay a per-use fee. Memberships typically offer unlimited access to services, while per-use fees are charged for each service utilized.To book VIP services, passengers should contact the airport's concierge service in advance. They will provide information on available services, pricing, and booking procedures.On the Day of Travel.On the day of travel, VIP guests should proceed to the designated VIP check-in counter. They will present their VIP pass or confirmation number and receive their boarding pass and lounge access information.VIP guests can then proceed to the VIP lounge, where they can relax and enjoy the amenities. When it is time to board the aircraft, they will be escorted to the gate by a concierge.Additional Benefits of VIP Services.In addition to the core services listed above, VIP guests may also enjoy the following benefits:Priority passport control.Access to exclusive restaurants and retail outlets.Discounted or complimentary parking.Valet parking service.Airport information and assistance.中文回答：机场贵宾服务内容及流程。
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HOTEL NAME
酒店名
TRAINING ACTIVITY OUTLINE
培训活动纲要
Task： VIP Guest Handling
任务: 贵宾接待
Code 序号： OH-SM-RM-D103
Objectives: At the end of this session, each trainee will be able to provide guideline and empower sales associate to extend VIP set up at customer contact
point under necessary circumstances.
目的: 课程结束后，每个学员将能够提高指导方针和授权每一个销售员工在必要的时候向客人提供VIP 客人接待标准。
Standard：All sales associates are empowered to extend VIP set up to qualified
VIP guest. VIP set up can be offered on VIP set up categories. Special
requests will be approved by GM or Hotel Manager. Before the VIP
guest arrival, the sales associate will brief every department, double check with Guest Service Manager. The sales associate will meet and greet the top level VIP guest with Director of Sales & Marketing or Excom member on
arrival. The sales associate will make personal or telephone contact with the VIP guest during the guest stay. The sales associate will see the VIP guest off upon departure.
标准: 每个销售部员工将被授权在适当的时候给予客人VIP 待遇。
接待标准必须按照酒店标准。
特殊的要求必须经市场总监和总经理批准。
贵宾到
店前，销售部员工将通知有关部门并与前台宾客服务经理一起重新确认
客人要求。
销售部员工将市场销售总监一起在客人到达时迎接。
销售部
员工将在客人如住期间向客人问候并在客人离店时与客人道别。
Resources： LCD, Flip Chart, OHP
培训器材: LCD, 翻转展示板，幻灯机。