酒店重要客人房间的检查服务程序
Objectives
目标
xto ensure that the VIP room is in perfect condition
确保重要客人的房间处于良好的状态.
Policy Statement
政策阐述
*All VIP rooms need to be inspected prior to arrival to ensure that the room is in perfect condition
所有重要客人的房间需要在到达前被提前检查，并确定房间处于良好的状态。
Procedures
程序
1.Check and bock all VIP rooms and prior to arrival. For VIP1, it will be discussed at the weekly meeting.
在客人到达前，所有重要客人房间都必须经过检查并空出。第一间重要客人房间在周会上讨论。
2.Check and block all VIP rooms one day prior to arrival.
在客人到达的前一天，检查和空出所有重要客人房间。
3.Check the major room facilities first (telephone, Air-condition, curtains, carpet, bath, etc.) according to the Room Inspection Check List Provided.
根据提供的房间检查表，首先检查房间主要设施（电话、空调、窗帘、地毯、浴盆等）.
4.In case of any deficiencies that can not be solved easily the room should be changed.
如果有任何不能轻易解决的缺陷，将更换房间。
5.In case of any minor deficiencies, call the concerned departments (e.g. Housekeeping, Engineering) immediately to follow up.
如果存在任何小缺陷，则立即通知相关部门（如客房部等）.
6.Check -if the special requests from the VIP are adhered to.
检查客人提出的特别要求。
7.Double check -if the follow up is carried out satisfactory.
反复检查（两次）保证能让客人满意。
8.Check the VIP Set Up prior to arrival.
在客人到达前检查运行程序。
9.Put the welcome letter in the room
将欢迎信放在客人房间。
Some points that need special attention during the check:
在检查过程中需要特别注意的是：
uTurndown service done (-if applicable)
夜床已经完成（如有必要）
uDoorbell makes the right sound
门铃声音适宜
uA/C grill is clean, makes no noise
空调罩清洁，运行无噪音
uCurtains can be -closed and pleats are nice
窗帘开闭正常及窗帘褶缝良好
uNothing between the cushions of chairs and sofas
椅子、沙发垫完好
uTelevision channels show a clear picture
电视机显示清晰画面
uRadio channels are well received
收音机运行良好
uMini bar items are not e*pired, are well arranged and labels face the guest
迷你吧内容齐全，标签正对客人
uFlashlight is working
手电筒可使用
u-Closet lights switch on when opening and off when closing the doors
开关橱柜门时，橱柜灯开关正常
10.For VIP1 Room, Resident Manager , Director Of Rooms And Director OfEngineering will double inspect the room to ensure it is in tip top condition after the first inspection by the GRO.
在客关系主任第一次检查之后，第一重要客人的房间将由驻店经理、房务总监、工程总监将两度检查房间以确保其达到最好的状态。
篇2：酒店重要客人服务程序
酒店重要客人的服务程序
Objective
目标
* To provide VIP service for all VIP guests
为重要客人提供特殊的服务.
PolicyStatement
政策阐述
* It is the policy of the hotel that every VIP is warmly greeted by the AM and the concerned Department Heads upon arrival as soon as the VIP gets out of the car.
酒店的这项政策指出：每一位重要的客人一出车门就应该得到酒店经理助理和相关部门总监的热情迎接。
Procedures
程序
1.Make sure the room is thoroughly checked, in a perfect condition and VIP amenities and welcome letter are in the room – The VIP2 room needs to be blocked on the same day and the VIP1 room needs to be blocked one day prior to arrival.
确定房间已经被彻底地检查，舒适的环境和令人愉快的设施及欢迎信已经准备就绪。为客人准备的第二间房在当天要空出；第一间房在使用的前一天要空出。
2.Prepare the registration card as complete as possible as well as a typed key card holder and key (make sure the key is tested).
必须准备好登记卡、钥匙盒及钥匙（确定钥匙有效）。
3.Put all in a check in folio, together with a pen and the HFA(Hold For Arrival)messages and fa*es.
记录所有的检查项目，将钢笔抵达信息及传真等集中在一起。
4.Coordinate with the Hotel Representative and inform the managers 15 minutes before the VIP is due to arrive.
与酒店代表协调，在重要客人抵达前15分钟通知传信者。
5.Have the Check In Folio ready, together with the HFA messages and fa*es and wait for the VIP at the entrance of the hotel – outside.
携已准备好的检查表、抵达信息、传真在酒店门口（外侧）等待客人。
Greet the guest by name and welcome him to Howard Johnson
All Suites Hotel.
称呼客人的姓名来问候客人并表示对其光临本**豪生全套房的欢迎。
6.Wait till formal greetings from management are finished and inform the guest that he has the privilege to check-in in the privacy of his own room. If the guest hesitates, suggest the Lounge of the E*ecutive Floor (for E*ecutive Floor guests only) -or either the GRO desk or the Front Desk.
等到正式的问候、欢迎等结束后，告知客人他拥有直接到其房间单独登记的特权。如果客人犹豫，则建议客人到行政楼层（仅仅对行政楼层的客人）或宾客关系主任办公桌或前台办理。
7. Confirm the number of luggage with the guest and make sure the Bellboy gives priority to the VIP luggage.
确定随客行李数量并告知行李员重要客人行李的优先性。
8. Show the guest the way to the elevator and introduce some of the hotel facilities.
陪同客人至电梯，并向客人介绍酒店设施。
9. Open the door for the guest, switch on the light and hold the door for the guest.
为客人开门，开灯及把门。
10. Check with the guest if the room is at his satisfaction, offer the guest a seat
at the desk and request for his signature on the Registration Card politely.
如果客人对房间满意，为客人让座并有礼貌地要求客人在登记卡上签字。
At the same time the Guest Services Officer performs the welcome tea ceremony.
在此同时，客服主任为客人送迎客茶。
11.Offer the VIP a cup of tea and ask the guest for his credit cardnumber.
Also inquire if the guest is a Howard Johnson Reward Member, and if they need the flight reconfirmed, -or a limousine to be arranged.
为客人送茶,并请求客人给予信用卡号码。同时落实客人是否为豪生会员，是否需要航班预定和轿车安排等。
12.Hand over the HFA messages and fa*es and inquire if you can be of
further assistance.
如果你需要进一步协助，则移交抵达信息、传真和要求等。
13.Wish the guest a pleasant stay and open the door for the Bellboy for the luggage.
行李员为客人放置行李，当房门打开时致客人：“旅途愉快”的祝愿。
14.Return the Registration Card to the Front Desk and ensure that it is checked into the system correctly.
将登记卡归还前台并确定其已经正确地被输入。