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1、酒店出租设备服务标准操作规程Guest Expectation 客人期望:Sometimes I need a LCD projector or a Fax machine. This Equipment needs to be in good condition, clean and functioning. I expect assistance in set up by people who know what they are doing.有时我须要一部液晶投影仪或一部传真机，须要该设备状态良好、干净且能正常工作。希望员工可以娴熟的安装设备。Why is this task impor
2、tant 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. I understand the guests expectation. 我了解客人的期望。2. All our guests are Business people and have high expectations. 全部的商务客人都对服务都有很高的期望。3. We are able to show our professionalism. 我们能展示我们的职业水准。4. We are able to increase our GSTS score. 我们要提高客人
3、的满足度。5. We need to deliver all equipment in great condition. 我们供应状态极佳的设备。STEPS步骤How / Standards标准1) Welcome欢迎Welcome the guest and ask Guest kindly: 问候客人并礼貌地对客人讲：“How may I help you”? “我能帮你忙吗”？2) Check 核查Check if the equipment is available before accepting the assignment. 检查设备是否可以运用。If you are not a
4、ble to complete the task, ask for help from your Supervisor. 假如你不能完成该任务，恳求主管帮助。Obtain the guests name and room number. 获得客人姓名及房号。3) Control 限制Proof the equipment before giving it to the guest. 先调试好设备然后交给客人运用。If the equipment is in bad condition or dirty, clean before giving it to the guest, or look
5、for another part. 假如设备有问题或太脏，交给客人之前须要先清洁或供应另一部设备。4) Charges 收费Advise the guest of the cost of the rent. 告知客人租赁收费标准。5) Presentation摆放Present the Equipment in clean and functional condition, to the guest room or into the function room. 将干净、运用正常的设备摆放在客房或功能室。6) Delivery 交付Ask a Bellman to send the equip
6、ment to the guest room. (In accordance with the Guests Instruction). 通知行李员将设备送至客房（询问并依照客人指示操作）。7) Log 登记Record the rent into the Log Book: Date, name, room numbers, time of rent. 登记簿上记录出租状况：日期、姓名、房号及出租时间。8) Outhouse or Restaurant Guest 非住店客人或用餐客人If the guest is not staying in the hotel equipment wil
7、l not be rented.假如是非住店客人，不能够供应酒店设备出租服务。9) Payment 付款If the guest is an in-house guest, post to the guest folio as soon as the task is completed. 假如是住店客人，当设备返还后即刻将费用通过系统挂在客人帐单上。If the equipment is given to a conference guest, ensure convention Sales is informed and charges accordingly to the conferen
8、ce bill. Give name of guest and room number if applicable to Convention Sales. 假如为会议客人供应设备出租服务，须确保通知会议销售部，并将费用挂在其会议帐单上。最好将客人姓名及房号供应应会议销售部。Obtain Guests signature on the bill. 请客人在帐单上签字。10) Bid Farewell告辞Always thank the guest by saying:记住须感谢客人：“Madame/Sir has everything been to your satisfaction? Th
9、ank you for using our service, if we can be of any further assistance, please contact us again. Good bye” “女士/先生，您对我们的服务满足吗？感谢你运用我们的服务，假如其它帮助的话，请再次与我们联系。再见”。Summary questions问题小结:1. How should all guests be welcomed? 如何欢迎客人？2. Do I always have to check before accepting work? What specifically do I h
10、ave to check? 接受任务之前总是须要检查设备吗？详细须要检查什么？3. Do I have to know how all equipment works which we rent out? 我了解供出租设备的操作方法吗？4. Why do I have to tell the guest about the charges in advance? 为什么须要预先告知客人收费状况？5. What am I doing when the Equipment is not in good condition? 假如设备有故障，我该怎么做？6. How and where should
11、 the equipment be delivered? 如何交付设备？将设备送至何处？7. Does equipment need to be logged? 须要出租登记吗？8. How do I know if the guest is from outside the hotel and what must I do if they are? 如何得知客人是否是店外客人？假如是店外客人，我该怎么办？9. a) Where is equipment rental charged to? 设备租赁费用应在哪里挂帐？ b) Why do I have to inform Convention Sales when I want to rent equipment to a conference guest? 当设备租给会议客人时，为什么须要通知会议销售部？10. How do I farewell the guest who uses our services? 如何运用服务的客人告辞？
酒店出租设备服务标准操作(中英版)
