升级房间服务流程 [文档副标题] [日期] [公司名称] [公司地址] 一、了解客人需求与酒店政策 主动询问 在办理入住手续时，通过系统自动问卷或前台人员主动询问，收集 客人对于楼层、朝向、床型等特殊需求和偏好。 解释政策 向客人明确解释酒店的房间升级政策，包括可能的额外费用、升级 条件等，并确保客人理解。 二、确认房间升级可能性 检查房态 利用智能管理系统实时查看可用房间类型及数量，判断是否有更高 一级的房间可供升级。 考虑特殊因素 结合入住率、客人忠诚度、预订方式等因素，运用智能算法为每位 客人评估房间升级的可能性。 三、提供房间升级选项 介绍房型 通过数字化展示（如屏幕或移动设备），向客人展示可供升级的房 型及其特点，包括房间面积、设施、景观等。 提供选择 根据客人的需求和预算，利用智能推荐系统为客人提供合适的房间 升级选项。 四、处理费用与手续 确认费用 根据酒店的政策，系统自动计算房间升级所需的额外费用，并向客 人清晰说明。 更新预订 在客人确认升级后，系统自动更新预订信息，确保后续服务的准确 性。 五、通知相关部门 通知客房部 将房间升级的信息通过系统自动通知客房部，确保及时准备和清洁 升级后的房间。 通知其他部门 如有需要，将房间升级的信息通过系统自动通知其他相关部门，如 餐饮部、礼宾部等。 六、完成入住手续 提供房卡与地图 为客人提供升级后的房间房卡及电子地图，确保客人能够顺利找到 房间。 告知注意事项 通过数字化平台向客人介绍酒店的设施、服务及注意事项。 七、跟进客人满意度 询问反馈 在客人入住期间或离店前，通过在线问卷或移动端应用收集客人对 房间升级服务的满意度。 记录改进 将客人的反馈记录在系统中，作为改进服务的依据，不断提升房间 升级服务的质量和水平。 Room Upgrade Service Process: I. Understanding Guest Needs and Hotel Policies 1. Active Inquiry: Collect guests' special needs and preferences regarding floor, orientation, bed type, etc., through automatic questionnaires in the system or proactive inquiries by front desk staff during the check-in process. 2. Policy Explanation: Clearly explain the hotel's room upgrade policy to guests, including potential additional fees, upgrade conditions, and ensure their understanding. II. Confirming the Possibility of Room Upgrade 1. Room Availability Check: Utilize a smart management system to view available room types and quantities in real-time to determine if higher-level rooms are available for upgrade. 2. Consideration of Special Factors: Combine factors such as occupancy rate, guest loyalty, booking method, etc., and use intelligent algorithms to assess the possibility of room upgrade for each guest. III. Providing Room Upgrade Options 1. Room Type Introduction: Display upgradeable room types and their characteristics, including room size, facilities, views, etc., to guests through digital displays (such as screens or mobile devices). 2. Choice Provision: Based on guests' needs and budgets, utilize an intelligent recommendation system to provide suitable room upgrade options. IV. Handling Fees and Procedures 1. Fee Confirmation: According to hotel policy, the system automatically calculates the additional fees required for the room upgrade and clearly explains them to the guest. 2. Reservation Update: Once the guest confirms the upgrade, the system automatically updates the reservation information to ensure the accuracy of subsequent services. V. Notifying Relevant Departments 1. Notifying Housekeeping: Automatically notify Housekeeping through the system about the room upgrade to ensure timely preparation and cleaning of the upgraded room. 2. Notifying Other Departments: If needed, automatically notify other relevant departments such as Food and Beverage and Concierge about the room upgrade through the system. VI. Completing Check-In Procedures 1. Providing Room Keycards and Maps: Provide guests with room keycards and electronic maps for the upgraded room to ensure they can easily find their way. 2. Informing Precautions: Introduce hotel facilities, services, and precautions to guests through digital platforms. VII. Following up on Guest Satisfaction 1. Feedback Inquiry: Collect guest satisfaction feedback on the room upgrade service through online questionnaires or mobile applications during their stay or before departure. 2. Improvement Recording: Record guest feedback in the system as a basis for service improvement, continuously enhancing the quality and standards of room upgrade services.