文档介绍：金钥匙金钥匙服务 1 .金钥匙概述“金钥匙”的全称为“国际饭店金钥匙组织”( UICH ) ,是一个国际性的饭店服务专业组织。金钥匙服务,最早是法国在 1929 年率先提出的, 他们将“客人委托、饭店代办”式的个性化服务上升为一种理念。 1952 年,在此基础上成立了饭店业委托代办的组织---------- ——金钥匙组织。经过 70 多年的发展,国际饭店金钥匙组织已有 34 个国家和地区的 4500 多名成员。 1997 年1 月,在意大利首都罗马举行的第 45 届国际饭店金钥匙年会上,中国饭店金钥匙被接纳为国际饭店金钥匙组织第 31 个成员国团体会员。“金钥匙”的英文为 Concierge , 词义为门房、守门人、钥匙看管人, 其原型是十九世纪初期欧洲饭店的“ Concierge ”(委托代办) 。而古代的 Concierge 是指宫廷、城堡的“钥匙保管人”。从“委托代办”的含义可以看出:“金钥匙”的本质内涵就是饭店的委托代办服务机构, 演变到今天, 已经是对具有国际金钥匙组织会员资格的饭店的礼宾部职员的特殊称谓。“金钥匙”已成为世界各国高星级饭店服务水准的形象代表, 一个饭店加入了金钥匙组织, 就等于在之地;一个饭店拥有了“金钥匙”这种首席礼宾司, 就可显示不同凡响的身价。换言之, 大饭店的礼宾人员若获得“金钥匙”资格,他也会倍感自豪。因为他代表着全饭店的服务质量水准, 甚至代表着饭店的整体形象。“金钥匙”也是现代饭店个性化服务的标志, 是饭店内外综合服务的总代理。它的服务理念是在不违反当地法律和道德观的前提下, 使客人获得“满意加惊喜”的服务, 让客人从进入饭店到离开饭店, 自始至终都感受到一种无微不至的关怀和照料。("Golden key" is called "International Hotel Golden Key" (UICH), the hotel is an international professional anization. Golden Key Service, was first pioneered in France in 1929, they will be "commissioned by the guests, the hotel agent" Type of personalized service rose to an idea. In 1952, on the basis of established hotel concierge anization ---------- Golden Key. After 70 years of development, Golden Key International Hotel has 34 countries anizations to Area more than 4500 members. In January 1997, in the Italian capital Rome, the 45th annual meeting of the International Golden Key Hotel , China Hotel Golden Key Hotel Golden Key was accepted as an anization of 31 member group members. "Golden Key" in English as Concierge, meaning for the concierge, the doorman, the key custodian of the prototype of the eenth century. Early European hotel "Concierge" (commission agent). The Concierge is the ancient palace, castle "The key custodian." From the "concierge" has the meaning can be seen: "golden key" of the essential content is the property Concierge services, the evolution of today, is the golden key anizations that have membership of the hotel concierge Staff of the special title. "Golden Key" has e the world standard of high-star hotel service