西安富润国际会所各部门接待流程

西安富润国际会所各部门接待流程 西安富润国际会所各岗位服务流程 西安富润国际洗浴会所位于西安市市中心闹市区，地理位置优越(位于西安北大街地铁交汇处，毗邻钟楼、鼓楼、和平电影院，等西安知名休闲场所(离咸阳机场40分钟车程，距离钟楼5分钟(耸daxie, food and extorting money. In June, Yu Qing Zhi get Japanese lived with three areas of intelligence troops quietly to Mao Ta Xiang, scattered between lurking in the mulberry House. This evening, the puppet of the boats docked in Sheng Tang Kong, over more than 50 landing elves, went to Grand Rapids bridge at dusk, all exposed in the pale moonlight. Yu gave the order, the machine gun, rifle volley, elves, rattled off the bridge back, and 立在西安最繁华地段， 酒店配套设施齐全，(有客房,中西餐,棋牌房,桑拿,会议室)等( 会所营业范围，洗浴、桑拿、按摩、足疗、客房、休闲、娱乐。一流的设备.。特色服务齐全.本会所全年无 休24小时营业，竭诚欢迎您的光临。 西安富润洗浴会所网络腾讯客服190-403-0011 251-052-9933 来店时在前台报“小样”介绍全场会员价。免包间费,免停车费,免费休息,可刷卡,有发票,送搓背 一、迎宾、接待台服务流程 daxie, food and extorting money. In June, Yu Qing Zhi get Japanese lived with three areas of intelligence troops quietly to Mao Ta Xiang, scattered between lurking in the mulberry House. This evening, the puppet of the boats docked in Sheng Tang Kong, over more than 50 landing elves, went to Grand Rapids bridge at dusk, all exposed in the pale moonlight. Yu gave the order, the machine gun, rifle volley, elves, rattled off the bridge back, and 站位迎宾?引领客人?介绍会所服务项目?客人登记录入?拿取更衣箱手牌?结帐服务?意见征询?礼送客人 序号 流 程 内 容 标 准 大堂主任在客人到达时主动向客人问好:“您好”“欢符合站姿要求，面带微笑，服装整洁,仪态端1 站位迎宾 迎光临水云轩SPA”“请问您几位,”。 庄，礼貌用语规范。 大堂主任引领客人到接待台就座，并通知接待台为客 2 引领客人 语言到位，走姿及引领姿势符合要求。 人办理录入。 客人落座后，大堂主任主动向客人问好:“您好～” 对于初次或陌生客人要做自我介绍“我是XXX，很高 根据客人的需求为客人介绍相应的服务项目， 兴为您服务”，递送名片，同时给客人呈递“服务手 3 介绍会所服务项目 语言清晰流畅，手势，微笑服务，谈话中 册”，介绍水云轩特色服务项目和为客人预定疗程。 要保持与客人的目光交流。 并随时准备回答客人的提问。向客人推荐会员卡。并 询问客人是否有贵重物品是否需要寄放。 在大堂主任介绍会馆服务项目的时候为客人办理登 4 客人登记录入 动作熟练、迅速。 记。 daxie, food and extorting money. In June, Yu Qing Zhi get Japanese lived with three areas of intelligence troops quietly to Mao Ta Xiang, scattered between lurking in the mulberry House. This evening, the puppet of the boats docked in Sheng Tang Kong, over more than 50 landing elves, went to Grand Rapids bridge at dusk, all exposed in the pale moonlight. Yu gave the order, the machine gun, rifle volley, elves, rattled off the bridge back, and “ 这是您的手牌。”双手递到客人手中，“您这边请。” 引领客人至更衣室。 语言清晰，走姿及引领姿势符合要求，手势标5 拿取更衣箱手牌 “贵宾间这边请。”需要贵宾房的客人可直接带入VIP准。 房。 客人结帐时，大堂主任微笑主动与客人打招呼，“先 生请出示您的手牌～拿到手牌后交收银员，快速为客迅速为客人打出帐单，展示帐单，并耐心讲解6 结帐服务 人打出帐单并做到唱收唱付。“请问是用现金结算还帐单所列消费项目。问明客人结帐方式，请客 是使用信用卡,”; 若是酒店住客,可请客人出示房人确认签字。 卡，并在电脑系统中确认后，请客人签单确认。 “我们的服务您还满意吗,”客人说满意时要示感 谢“谢谢～”说不满意时“非常抱歉，谢谢您的宝贵 意见，我会及时向经理反馈，“非常感謝您的意見。”态度诚恳，语言到位，记录详细，反馈及时，7 意见征询 (需要问清客人资料，在那方面服务不满意，并做好记能够妥善处理客人不满。 录，需要回复的，问题解决后，通知客人并表示感谢 或致歉。) daxie, food and extorting money. In June, Yu Qing Zhi get Japanese lived with three areas of intelligence troops quietly to Mao Ta Xiang, scattered between lurking in the mulberry House. This evening, the puppet of the boats docked in Sheng Tang Kong, over more than 50 landing elves, went to Grand Rapids bridge at dusk, all exposed in the pale moonlight. Yu gave the order, the machine gun, rifle volley, elves, rattled off the bridge back, and 客人要离开时，引领送至门口，礼送客人:“欢迎再 8 礼送客人 主动热情，始终保持微笑。 次光临～” 二、更衣室服务流程 站位迎宾?更衣柜服务?客人洗浴完毕后衣柜服务?礼送客人?复位查柜 序号 流 程 内 容 标 准 daxie, food and extorting money. In June, Yu Qing Zhi get Japanese lived with three areas of intelligence troops quietly to Mao Ta Xiang, scattered between lurking in the mulberry House. This evening, the puppet of the boats docked in Sheng Tang Kong, over more than 50 landing elves, went to Grand Rapids bridge at dusk, all exposed in the pale moonlight. Yu gave the order, the machine gun, rifle volley, elves, rattled off the bridge back, and 当客人进入一更区时，服务员主动向客人问好:“您 1 站位迎宾 好～请您出示手牌。”“您这边请。”确认客人手牌保持标准站姿，语言清晰，始终保持微笑。 号码后准确带至相应更衣柜前。 双手接过客人的手牌，打开衣柜，为客人提供挂衣服 务。在客人更衣完成后，为客人递送毛巾站在客人右 语言清晰，手势规范，检查迅速，做好提醒服2 更衣柜服务 侧示意客人围浴巾。留意客人是否有遗漏物品;当面 务。 确认锁好柜子，请客人保管好手牌，并引领客人入浴 区。 客人洗浴完毕后，主动向客人问好:“请问有什么可 以帮您,”引领客人到相应的衣柜前，为客人提供更 主动热情，语言标准，手势规范。做好提醒服3 客人洗浴完毕后衣柜服务 衣服务。提醒客人检查衣柜内是否有遗留物品。“请 务。 带好您的随身物品。”如客人只是取物品，则帮助客 人打开衣柜，请客人取出物品后再帮助锁好柜子。 “您这边请”引领客人至更衣区出口。并提醒大堂主 4 礼送客人 手势标准，面带微笑，。礼貌用语规范。 任引领客人结帐。 daxie, food and extorting money. In June, Yu Qing Zhi get Japanese lived with three areas of intelligence troops quietly to Mao Ta Xiang, scattered between lurking in the mulberry House. This evening, the puppet of the boats docked in Sheng Tang Kong, over more than 50 landing elves, went to Grand Rapids bridge at dusk, all exposed in the pale moonlight. Yu gave the order, the machine gun, rifle volley, elves, rattled off the bridge back, and 送完客人后，迅速复位检查，整理更衣柜卫生、补充 检查程序合乎要求，仔细认真，复位迅速，时5 复位查柜 衣柜内的物品(毛巾、浴巾)更换消毒拖鞋。关闭更 间控制在,-,分钟之内。 衣柜以备待客( 三、浴区服务流程 站位迎宾?浴区服务?蒸汽房服务?搓背服务?礼送客人至二次更衣区 序号 流 程 内 容 标 准 1 站位迎宾 主动向客人问好，使用礼貌用语“您好～” 面带微笑，语言清晰 站姿标准。 客人进入浴区后“您好，淋浴请这边～”将客人引领 2 浴区服务 至淋浴区，主动为客人调试淋浴水温;并向介绍水温用语规范，动作熟练，设备操作熟练。 调试方法。 daxie, food and extorting money. In June, Yu Qing Zhi get Japanese lived with three areas of intelligence troops quietly to Mao Ta Xiang, scattered between lurking in the mulberry House. This evening, the puppet of the boats docked in Sheng Tang Kong, over more than 50 landing elves, went to Grand Rapids bridge at dusk, all exposed in the pale moonlight. Yu gave the order, the machine gun, rifle volley, elves, rattled off the bridge back, and 若客人欲进入蒸汽房时，服务员主动为客人拉门，并 态度诚恳，托盘服务，了解掌握蒸汽房的知识， 铺好地巾。客人进入蒸汽房后，及时送上冰水和冰巾。 3 蒸汽房服务 并能为需要的客人介绍洗桑拿的正确方法，及 蒸汽房无人时，温度高时可以将门打开，温度低时及 注意事项。提醒客人使用时间不宜过长。 时往桑拿石上洒水。时刻关注房中客人情况。 服务员应主动向客人介绍搓背服务:“您好。请问您 需要搓背服务吗,我们这里的技师都是经过专业面带微笑、手势标准、推销语言适度、切忌过4 搓背服务 的，手法很好。”如果客人需要，将客人引领至搓背度推销。 区"请稍等,技师马上过来为您服务” 5 引领客人至二次更衣区 “您这边请。”引领客人至二次更衣区。 语言到位，手势标准。 四、二次更衣服务流程 站位迎宾?干身服务?二次更衣?礼送客人 序号 流 程 内 容 标 准 daxie, food and extorting money. In June, Yu Qing Zhi get Japanese lived with three areas of intelligence troops quietly to Mao Ta Xiang, scattered between lurking in the mulberry House. This evening, the puppet of the boats docked in Sheng Tang Kong, over more than 50 landing elves, went to Grand Rapids bridge at dusk, all exposed in the pale moonlight. Yu gave the order, the machine gun, rifle volley, elves, rattled off the bridge back, and 1 站位迎宾 主动向客人问好:“您好～” 面带微笑，语言清晰。 2 为客人递送干拖鞋，同时用浴巾及时为客人擦拭背部。 干身服务 态度诚恳，擦身动作熟练。 并向客人介绍会所的特色疗程。 3 “请问您是去KURHAUS吗,”等客人干身完后，得到 证实后推荐合适泳装给客人。如想直接去疗程区的客 二次更衣 人，以及做完KURHAUS之后想去疗程区的客人，向客用语规范，语言真诚。动作熟练，服务快捷。 人推荐一次性浴服;并为客人提供更衣服务。(顺序: 一次性内裤、短裤、上衣) 4 礼送客人 引领客人至二更区出口。 语言到位，手势标准。 五、Kurhaus水疗区服务流程 站位迎宾?Kurhaus水疗服务?茶饮服务?礼送客人 序号 流 程 内 容 标 准 daxie, food and extorting money. In June, Yu Qing Zhi get Japanese lived with three areas of intelligence troops quietly to Mao Ta Xiang, scattered between lurking in the mulberry House. This evening, the puppet of the boats docked in Sheng Tang Kong, over more than 50 landing elves, went to Grand Rapids bridge at dusk, all exposed in the pale moonlight. Yu gave the order, the machine gun, rifle volley, elves, rattled off the bridge back, and 1 站位迎宾 主动向客人问好:“您好。” 站姿标准，面带微笑。 客人到KURHAUS水疗区后，主动为客人介绍、讲解设 全面了解KURHAUS各设施功能功效，注意一些水 施功能、辅导操作步骤(若客人有提议身体有哪些不 2 Kurhaus水疗服务 疗禁忌。语言到位、态度诚恳、讲解详细、面带 适，可作相应推荐。对醉酒的客人应礼貌规劝客人: 微笑( “您好，酒后最好不要做水疗会对您的身体不利。” 服务语言流畅，熟记各商品的价格，介绍时要目3 茶饮服务 对KURHAUS休息区的客人，主动向客人推销茶饮。 视客人，不可左顾右盼，服务快捷准确。 客人离开水池时，主动为客人提供干身服务并征询客 4 礼送客人 面带微笑，态度诚恳，手势标准。 人对KURHAUS的意见。将客人引领至二更区。 六、休息大厅服务流程 站位迎宾?座位安排?茶饮服务?疗程安排?礼送客人 序号 流 程 内 容 标 准 1 站位迎宾 主动向客人问好:“您好。” 站姿标准，面带微笑。 daxie, food and extorting money. In June, Yu Qing Zhi get Japanese lived with three areas of intelligence troops quietly to Mao Ta Xiang, scattered between lurking in the mulberry House. This evening, the puppet of the boats docked in Sheng Tang Kong, over more than 50 landing elves, went to Grand Rapids bridge at dusk, all exposed in the pale moonlight. Yu gave the order, the machine gun, rifle volley, elves, rattled off the bridge back, and 蹲在客人右侧，将客人毛巾叠成方块状放于茶几上， 同时向客人推销茶饮。 茶饮服务 如果客人点要酒水: (1) 看准客人手牌号:“麻烦看一下您的手牌。” (2) 复述客人的手牌，及所点要的酒水。 (3) 下单，请客人稍候:“请您稍候”然后迅速到 吧台取酒水。 (4) 用托盘递送物品:“这是您点的茶饮。” 语言标准，熟记各商品的价格，介绍时要目视客3 (5) 征询客人:“请问需要打开吗,请慢用。” 人，不可左顾右盼，服务快捷准确。 每隔十分钟巡台一次。 (1) 根据客人情况主动征询客人有什么需要。 (2) 为客人斟倒茶饮。 (3) 及时清理，保持台面，地面，卫生清洁，沙发 床、浴巾叠放整齐。 向客人推荐会所疗程，如果客人去做身体疗程、水疗 4 疗程安排 熟悉掌握各疗程的时间、价格及基本步骤。 项目、或天龙八部时候，引领客人到相应区域。 客人离开时，主动询问客人:“这个位置需要为您保留 手势标准，面带微笑，做好提醒服务。卫生清扫5 礼送客人 吗,”并询问茶饮是否需要保留。提醒客人带好随身 达到标准。 物品。迅速清理卫生。如有留位或预定应做记号。 七、疗程区服务流程 daxie, food and extorting money. In June, Yu Qing Zhi get Japanese lived with three areas of intelligence troops quietly to Mao Ta Xiang, scattered between lurking in the mulberry House. This evening, the puppet of the boats docked in Sheng Tang Kong, over more than 50 landing elves, went to Grand Rapids bridge at dusk, all exposed in the pale moonlight. Yu gave the order, the machine gun, rifle volley, elves, rattled off the bridge back, and 站位迎宾?健康咨询?安排技师?技师服务?礼送客人?复位查房 序号 流 程 内 容 标 准 1 站位迎宾 引领客人到咨询室。“咨询室这边请”。 站姿标准，面带微笑。引领手势标准，语言亲切。 客人到咨询室后，请客人落座，根据客人需要做相 语言亲切，态度诚恳，面带微笑，设备操作熟练，2 健康咨询 应检测，检测完成后为客人耐心讲解，根据数据提 清晰，提出合理建议。 出建议，推荐相应疗程。 客人离开时提醒客人带好随身物品，礼送客人:“请 3 礼送客人 慢走”。 走姿标准，面带微笑，语言亲切。 4 复位查房 送完客人后，迅速复位检查，补充物品以备待客( 检查程序合乎要求，仔细认真，复位迅速。 八、豪华贵宾间服务流程 daxie, food and extorting money. In June, Yu Qing Zhi get Japanese lived with three areas of intelligence troops quietly to Mao Ta Xiang, scattered between lurking in the mulberry House. This evening, the puppet of the boats docked in Sheng Tang Kong, over more than 50 landing elves, went to Grand Rapids bridge at dusk, all exposed in the pale moonlight. Yu gave the order, the machine gun, rifle volley, elves, rattled off the bridge back, and 微笑礼貌引领客人?茶饮服务跟进?健康咨询?介绍商品和服务项目?技师服务?结帐服务?礼送客人?复位查房 序号 流 程 内 容 标 准 1. 客人抵达前1小时检查贵宾房的设施、 设备运行情况，检查用品是否齐全。 2. 客人抵达前30分钟打开干蒸房，温度 调适到60度预热，调试好房间的温度， 预留部分灯光。 3. 客人抵达前20分钟将茶饮、杯局等物 掌握贵宾房预定情况，了解贵宾客人的喜好。 1 准备工作 品放到房间内。 熟练掌握设备操作。 4. 客人抵达前10分钟将果盘放到房间 内，并到前厅迎接客人。 5. 客人抵达前5分钟将茶水泡好。 6. 接到客人抵达通知时将贵宾房的灯光 全部开启。 daxie, food and extorting money. In June, Yu Qing Zhi get Japanese lived with three areas of intelligence troops quietly to Mao Ta Xiang, scattered between lurking in the mulberry House. This evening, the puppet of the boats docked in Sheng Tang Kong, over more than 50 landing elves, went to Grand Rapids bridge at dusk, all exposed in the pale moonlight. Yu gave the order, the machine gun, rifle volley, elves, rattled off the bridge back, and 语言亲切，态度诚恳，面带微笑，精神饱满，3 健康咨询 根据客人需要为客人做健康咨询。 设备操作熟练，提出合理建议。 熟记各种疗程项目、商品种类及价格，回答客4 介绍商品和服务项目 向客人介绍服务项目及收费情况。 人询问时，语言清晰准确，介绍疗程时，语言 清晰流畅。 用语规范，动作熟练。善意提醒，语言流畅、 客人确定保健疗程项目后，迅速安排技师。技师服 5 技师服务 准确，话语得当，操作要轻，提出建议，恰到 务前明确告之服务时间。 好处。 问明客人结算方式。准确快速为客人结帐，做6 结帐服务 客人表示要离开时，快速为客人办理结帐服务。 到唱收唱付。 客人离开房间时，再次提醒客人，带好随身物品(主 7 礼送客人 动征询客人意见，将客人送至主入口:“请慢走，主动热情，始终保持微笑。 欢迎您再次光临。” daxie, food and extorting money. In June, Yu Qing Zhi get Japanese lived with three areas of intelligence troops quietly to Mao Ta Xiang, scattered between lurking in the mulberry House. This evening, the puppet of the boats docked in Sheng Tang Kong, over more than 50 landing elves, went to Grand Rapids bridge at dusk, all exposed in the pale moonlight. Yu gave the order, the machine gun, rifle volley, elves, rattled off the bridge back, and 送完客人后，迅速复位检查、清理卫生、补充物品、 8 复位查房 检查程序合乎要求，仔细认真，复位迅速。 以备待客( daxie, food and extorting money. In June, Yu Qing Zhi get Japanese lived with three areas of intelligence troops quietly to Mao Ta Xiang, scattered between lurking in the mulberry House. This evening, the puppet of the boats docked in Sheng Tang Kong, over more than 50 landing elves, went to Grand Rapids bridge at dusk, all exposed in the pale moonlight. Yu gave the order, the machine gun, rifle volley, elves, rattled off the bridge back, and