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对客服务 Service
预定、接待、住店、结帐服务标准按统一流程操作 Reservation, reception, check-in/out with the same standard 前台业务操作熟练、CI\CO时间符合统一标准 Skilful with CI\CO operation 能提供信用卡服务，按统一流程操作 Provide credit card service according to the operation standard 规范处理客人投诉、妥善处理各类突发事件 Deal with customer complaint, initiation of Corrective and Preventive actions 向客人道别亲切自然 Seeing off the Guest with warm nature
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宾客预定 Reservation 房态核对 Room Decrepency 钥匙管理 Key Management
前台和销售的预订职责明确，按统一标准接受预订和处理，能有效的 控制和管理预订服务 Control and manage booking efficient 客房与前台定时核对房态，房态差异处理有记录 HSKP and FO check room discrepency on schedule and have record 酒店钥匙分门别类、按统一标准管理摆放，有明确的控制权限及交接 手续和记录，并配置专用钥匙箱 Hotel key classify managed and have handover record, the key should be kept in key box 贵重物品存取管理按统一标准操作，钥匙专人专管并有记录 Valuables Deposit managed by sepcially-assigned person and have record 存取手续按统一标准操作并有记录 managed according to standard with record 建立台帐、有交接记录、摆放整洁、明码标价 Keep good records on accounts, mark the price clearly 按统一价格表收取，并有记录 flat rate with record 严格按酒店财务制度按统一标准操作 Manage and control according to hotel rule 房间及房价变更必须按统一标准操作 Room and rate change according to hotel standard 按统一规定的权限操作并有记录 According to the scope of powers provided by the unified operation with record 严格按酒店财务制度按统一标准操作 Manage and control according to hotel rule 按统一规定操作有记录 Operate according to stipulations with record 按统一规定操作有记录 Operate according to stipulations with record 按统一规定操作 Operate according to stipulations 按统一规定操作有记录 Operate according to stipulations with record 按公安要求执行 Execution according to the public security requirements 按统一规定操作有记录 Operate according to stipulations with record 按统一规定操作有记录 Operate according to stipulations with record 征求宾客意见并每月提交集团 Collect guest comments and submit to GHR every month 建立台帐、物品充足、存放地点安全、整洁 Keep good records on accounts, well-stocked, keep safe and clean 必须连号使用有记录 all cheques/receipts and other numerical sequence documents used in sequential order with record 有阶段性和年度的销售计划，销售工作有目标措施和实施方案，有量 化的考核指标 have whole year sales plan, including target and emcute solution and assessment of indicators 有客史档案，有客户维护记录,客户反馈的信息有回复 Guest history kept safety and guest comment should be reply accordingly 定期评估销售业绩 evaluate performance regularly 培训并有记录 Staff training with record 统一考核有记录 Staff Evaluation with record 电话铃响三声内接听，用统一敬语向客人问好 Answer all calls promptly within 3 rings, using the appropriate greeting 叫醒服务准确、及时、规范 Morning call on time and with standard 全面、准确记录客人的预订信息 Make reservation accurately 预订中问候、介绍、服务主动 Greeting and service warmly
酒店开业检查表 Hotel Opening Check List
检查项目 Item 外立面CI facade CI 楼顶广告牌 Roof Logo 门头店招 Hotel Logo 旗帜，雨蓬 Flag,Canopy CI 电梯内宣传牌 Promotion in the elevator 公共指示及标识 Hotel Signage 绿化植物 Green Plants 装饰画 Decorative Picture 花摆及桌子 Flower & Table 大厅门、框、大玻璃 Lobby Door, Doorframe & Glass 窗及配件 Window & Accessories 地面 Ground 墙面 Wall 天花 Ceiling 照明、灯具 Lighting 家具 Furniture 空调 Air-condition 新风 Fresh Air 前台 Front Desk 背景音乐 Background Music 前台系统 Opera System 门锁系统 Door Lock System 行李房 Luggage Room 商务中心 BC 贵重物品保险箱 Safety Box 电梯 Elevator 行李车 Luggage Barrow 书报架 Magazine Rack 大堂硬件 Lobby Hardware 伞架 Umbrella Stand 立式垃圾筒 Garbage Can 检查标准 Check Standard 符合公司CI标准、完好 Meet up with GHR Standard, in good condition 符合公司CI标准、完好 Meet up with GHR Standard, in good condition 符合公司CI标准、完好 Meet up with GHR Standard, in good condition 符合公司CI标准、牢固、完好、位置正确 Meet up with GHR Standard, stable, fixed location 符合公司CI标准、牢固、完好、位置正确 Meet up with GHR Standard, stable, fixed location 符合CI标准、位置适当、指示正确、完好 Meet up with GHR Standard, stable, fixed location,correct instructions, in good condition 布局合理、养护良好 Rational layout, well maintained 牢固、端正、无破损 Stable,upright,Without breakage Stable,upright,Without breakage 符合公司CI标准、完好 Meet up with GHR Standard, in good conition 牢固、完好、开闭自如 Stable,Open easily 开闭自如、配件齐全、无破损、完好 Open and shut freely,accessories complete,Without breakage, in good condition 平整、无破损 Smooth,Without breakage 颜色一致、无开裂、破损 Consistency of color,non crackle 平整、无开裂、有检修口 Smooth, non crackle, with access hole 牢固无破损 Stable, Without breakage 无破损、脱漆 Without breakage, Paint peel off 位置适当、无异声、完好、温度按统一标准设定 Air-xondition in the right place,no noise,in good condition,uniform temperature 无异声、运行正常、按统一标准设定 no noise,in good condition,standard setting 设施完好、合理、方便、满足运营需求 in good condition,convenience,meet up with operation needs 符合设计要求、音量柔和 adherence to specification, Moderate volume 设施完好、能正常操作 in good condition 按统一标准配置、设施完好、正常操作 the same standard, in good condition and normal operation 布局合理、配置符合统一标准 properredistribution,standard setting 按统一标准配置、设施完好 the same standard and in good condition 摆放点符合酒店安全要求 Site is in line with the safety requirements 无异声、运行正常 no noise and normal operation 按统一标准配置 the same standard 完好 in good condition 完好无损 in good condition 位置适中，完好 in good condition and right place 合格 Quality 不合格 Below Standard