酒店关心残疾客人标准操作（中英文）资料.doc

酒店关心残疾客人标准操作Guest Expectation 客人期望:I am a disabled guest and I may need some special assistance. It is always important for me that service is convenient, and if needed, a comfortable area to talk to staff is made available. I do not like being made a fuss of or spectacle of.我是一个残疾人，我需要特殊帮助服务便利对我很重要必要的话，为我准备一个对员工谈话的舒适场所我不希望得到特别关照Why is this task important 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. Maximize guest satisfaction.使客人满意度最大化2. Improve business 提高业务状况3. Well prepare our work to facilitate the guest service. 充分为便利客人服务做好准备。

4. Improve GSTS score提高客人满意度测试分数5. Demonstrate our professionalism. 展示我们职业道德STEPS步骤How / Standards 标准1) Understand the disabled guests理解残疾人Disabled guests staying at the hotel need to be identified in case of emergency. Those that would fall into this category would be those confined to a wheel chair or who require assistance in moving; guests who are hard of hearing; guests who are blind or have impaired sight. 需要在紧急情况下识别入住酒店的残疾客人要归于此类的人仅限于坐轮椅的或需要帮助其活动的人还有有听力障碍的人，盲人，或者是有视力损伤的人. 2) Clear information in computer在电脑中有清楚的信息Reservations must note in the computer clearly indicating the guest’s disability. If a wheelchair is required, this has to be clearly entered into the computer for follow up. 预订部须在电脑上清楚地标注出客人的残疾情况。

如果需要轮椅，要清楚地输入电脑以便跟进3) Use code使用代码Special Service codes are to be used to identify the Reservation. Executive Office needs to be informed. 要用特殊服务代码确认此预订要通知行政办4) Preparation准备The Assistant Manager must prepare for the Disabled guest prior to their arrival. 大堂副理必须在残疾客人到店之前做好准备5) Escort the guest陪同客人Escort the guest to the room without delay. 毫不迟疑地陪同客人到房间6) Inform relevant departments通知相关部门Security, Concierge, Housekeeping and Guest Service Center need to be informed. 要通知安全部、礼宾部、客房部及客服中心7) Pay extra attention给予特别关注The Housekeeping Floor Supervisor and Room Attendant have to be made aware of any disabled guest on their floor.客房楼层主管及房间服务员要在他们所在的楼层关注残疾客人。

8) Our attitude我们的态度All departments are to ensure assistance is given to such guests with regards to their comfort and safety at the hotel.所有部门要确保给予残疾客人在酒店的舒适及安全方面的帮助Do not gossip about a guest’s disability. 不要对客人残疾嫌弃Summary questions问题小结:1. Is there any special guest supplies which can provide to disabled guests? 有要提供给客人的特殊物品吗？2. Why does Reservations have to note the information of disabled guests in the computer? 为什么预订部要在电脑中注明残疾人的信息？3. What is the special service code for the disabled guest’s reservations? 残疾客人预订的特殊服务代码是什么？4. What has the Assistant Manager to prepare prior to the disabled guest’s arrival? 在残疾客人到店之前，大堂副理要准备什么？5. Why do we have to escort the guest to the room? 为什么我们要陪同客人到房间？6. Why do I have to inform other departments about the disabled guest? 为什么我要把残疾客人的情况通知其他部门？7. What are some examples of extra attention we could provide disabled guests? 我们要提供给客人的特别关注有哪些？8. Should our attitudes differ to guests with disabilities? 我们对残疾客人的态度应该不同吗？。