酒店报修标准操作（中英版）资料.doc

酒店报修标准操作Guest Expectation 客人期望:I expect the hotel product to be well maintained. I don’t expect to see scuff marks, peeling paint, blown light bulbs and old and tired furnishings. I pay a sum of money for my total guest experience and the state of the hotel is an important component to my decision to stay.我希望酒店产品保养得很好我不希望看到有磨损，脱漆，坏灯泡以及破旧家具我为我的总体顾客体验付了一大笔钱，酒店的环境对我决定是否入住是一个关键因素Why is this task important for you and our guests?为什么该职责对你和我们的客人都很重要？Answers回答: 1. Improve our GSTS score.提高客人满意度调查分数2. Be as professional as possible.尽可能专业化。

STEPS步骤How / Standards标准1) Reporting Maintenance报修To keep close and efficient communication on a maintenance problem. 对于维修问题，要保持紧密而高效地沟通Complete a Maintenance Request Form with a detailed description of the problem indicated. 填写带有维修问题详情的维修申请单Distribute the maintenance request accordingly:- 1 copy to Engineering- 1 copy to stay in the department issued分派相应的维修申请- 1份备份到工程部1份备份到报修部门2) Guest Reporting maintenance issues 客人报维修问题Guest Call the Guest Service Center. 客人给客服中心打The guest Service Center has to ensure correct input and record every call in the Phone Call Logbook. 客服中心要保证正确的信息录入并将每个记录在记录上.The Guest Service Center staff calls Engineer to report the maintenance issues and record the time and who is informed. Record all information into the Phone Call Logbook. 客服中心员工立即打给工程部报修并记录时间以及接收人. 将所有信息记入记录上.Complete a Maintenance Request Form with a detailed description of the problem indicated. 填写带有维修问题详情的维修申请单。

Distribute the maintenance request accordingly:- 1 copy to Engineering- 1 copy to stay in the department issued分派相应的维修申请- 1份备份到工程部 - 1份备份到报修部门It is every employee’s responsibility to report maintenance problems. 维修问题上报是每一个员工的职责3) Follow Up跟进After receiving call from Eng. that the task is completed, call guest to check guest satisfaction. 当工程部完成任务反馈给客服中心后, 客服中心员工要至电客人检查客人的满意度. 并在维修申请单右上角注明”完成”Collect all Maintenance Request Forms and check the status, file or hand over to next shift before each shift over. 收集所有维修申请单并检查状况,在班次结束前存档或交接下一班次跟进.Summary questions问题小结:1. a) Why is maintenance important for the hotel? 为什么维修对酒店很重要？b) Who is authorized to report maintenance requirements? 授权谁去上报维修请求？c) What is the procedure? 维修的程序是什么？d) What do I do if Maintenance is slow to respond to my request? 如果维修迟于响应我的请求，我该做什么？2. What is the Espresso or CCS system? 什么是Espresso 或 CCS 系统？。