EnglishHotelServiceProcessCATALOGUE目錄HotelreceptionserviceRoomserviceCateringservicesEntertainmentandLeisureServicesCheckoutandcheck-outservicesCHAPTERHotelreceptionservice01Thereceptionistwillgreettheguestswithasmileandawarmwelcome,makingthemfeelathomeThereceptionistwillinquireaboutthepurposeoftheguests'visitandprovideanynecessaryinformation,suchaslocalattractionsandaccommodationsThereceptionistwillalsoprovideinformationabouttheservicesandfacilitiesavailableatthehotel,soastherestaurant,gym,pool,andWiFiGreetingsandWelcomeCheckinThereceptionistwillchecktheguests'identificationandconfirmtheirreservationThereceptionistwillprovidetheguestswiththeirroomkeysandexplainhowtoaccesstheirroomThereceptionistwillalsoprovideinformationaboutthecheckouttimeandanyadditionalchargesthatmayapplyduringtheirstayFinally,thereceptionistwillansweranyquestionstheguestsmayhaveabouttheirstayandensuretheirfeelcomfortableandwelltakencareofIfnecessary,thereceptionistwillguidethegueststotheirroomandshowthemhowtooperatethebasicfacilities,suchasthelightsandairconditioningThereceptionistwillalsoprovideinformationabouttheinroomservicesavailable,suchaswakeupcallsandroomservicesGuidegueststotheroomCHAPTERRoomservice02IntroductionroomfacilitiesAirconditioningandheatingTheroomisequippedwithadvancedairconditioningandheatingsystemstoensureacomfortablestaythroughouttheyearLCDTVAlargeLCDTVwithmultiplesatellitechannelsisavailableforgueststoenjoytheirfavoriteprogramsWiFiFreeWiFiisprovidedintheroom,allowinggueststostayconnectedwithfamilyandfriendsMinibarTheroomcomeswithaminibarstockedwithsoftdrinks,beer,andsnakesforguests'conventionDailycleaningTheroomiscleanedandtidiedupdaily,includingchangingbedsheetsandtowelsLaundryserviceThehoteloffersalaundryserviceforguestlines,offeringaconservativeoptionforthosewhoprefernottowashtheirownclothesIroningfacilitiesAironingboardandironareavailableintheroom,allowinggueststopresstheirclothesDrycleaningserviceForthosewhorequireit,thehotelprovidesadrycleaningserviceforguestclothingProvidecleaningservicesExtrabeddingrequestIfguestsrequireextrasheetsortowels,thehotelstaffwillbehappytoprovidethemLaundryadviceBeforereplacingbedsheetsandtowels,thestaffwillaskiftheguestpreferencestohavethemwashedorreplacedRegularreplacementBedsheetsandtowelsarereplacedregularly,ensuringcleanlinessandhygienethroughoutthestageReplacebedsheetsandtowelsCHAPTERCateringservices03DeterminemenuBasedonthecharacteristicsofthehotelandtheneedsofguests,developadiversemenu,includingmaindishes,desserts,beverages,etc.UpdatemenuRegularlyupdatethemenutoprovidefreshnessandattractrepeatcustomers.ProvidespecialrequirementsForcustomerswithspecialdietaryrequirements,suchasvegetariansorthosewithallergies,correspondingmenuoptionsshouldbeprovided.ProvidemenuOrderingandOrderingNotifyguestspromptlybeforemealsandremindthemofrelevantprecautions.NotifyguestsBasedontheguest'sneedsandtheactualsituationofthehotel,acceptthereservationanddeterminethediningtimeandnumberofpeople.AcceptreservationAfterthecustomerplacesanorder,confirmthecontentoftheordertoensureaccuracy.ConfirmorderProvidehigh-qualityserviceProvideguestswiththoughtfulservice,includingguidingthemtotheirseats,presentingmenus,recommendingdishes,etc.PayattentiontohygieneEnsurethehygieneandsafetyoffood,andcomplywithrelevanthygieneregulations.TimelyhandlingofissuesWhenguestsraiseopinionsorquestions,theyshouldbehandledpromptlyandpolitelytoensurecustomersatisfaction.ServinganddiningCHAPTEREntertainmentandLeisureServices04VSGuestscanenjoyavarietyofindooractivities,includingreading,watchingTV,playingboardgames,andusingthehotel'scomputerandinternetfacilitiesOutdooractivitiesForthosewhoprefertobeactive,thehotelcanrecommendnearbyhidingtrails,cyclingroutes,andgolfcoursesGuestscanalsoenjoythebeautifulscenefromthehotel'sprivategardensorrooftoptableIndooractivitiesRecommendedLeisureActivitiesThehotelcanarrangeforgueststoparticipateinlocalculturalevents,suchasvisitstohistoricalsites,museums,andartgalleriesEntertainmentprogramscanalsoincludelivemusicperformances,cookingclasses,andwinetastingsGuestscanbooktheseactivitiesinadvanceoruponarrivalBookentertainmentactivitiesThehotelfeaturesawellequippedgymwithstateoftheartmachinesandfreeweightsPersonaltrainingsessionsandgroupfitnessclassescanalsobearrangedThehoteloffersaswimmingpoolwithavarietyoflanesforswimminglapsorjustrelaxingThepoolareaisrequiredwithloungechairs,cabanas,andapoolsidebarwhereguestscanenjoyrefreshingdrinksProvideaccesstographicsandswimmingpoolsCHAPTERCheckoutandcheck-outservices05Attheendofthestay,guestswillbepresentedwithadetailedbilllistingallchargesincurredduringtheirstay,includingroomrent,meals,drinks,andanyadditionalservicesusedIfaguesthasanyquestionsorconcernsaboutthebill,thefrontdeskstaffwillbehappytoassistinclarifyinganymisunderstandingsorexplainingthechargesGuestsareresponsibleforverifyingandapprovingthebill,andsettinganyoutstandingbalancesbeforecheckoutPaymentmethodsmayincludecash,creditcard,ordebitcardBillSettlementAftercheckout,guestscanexpecttoreceiveareceiptandanyapplicablerefundsforadvancedpaymentsorcancellationsGuestsshouldinformthefrontdeskoftheirintentiontocheckoutandprovidetheirroomkeysatleastonehourpriortotheirdepartmentThiswillallowsufficienttimefortheroomtobeinspectedandthebilltobefinalizedThefrontdeskwillprovideacheckoutenvelopeforgueststoplacetheirroomkeyandanyinro