酒店管家引导客人到房间的工作标准操作程序

1、酒店管家引导客人到房间的工作标准操作程序STANDARD OPERATING PROCEDURE 标准操作程序ROOMING A GUEST引导客人到房间TaskN umber :任务号：BUT-0008Department :部门：ButlerDate Issued: 制定日期：August 20XX20XX年8月Guest Expectation : 客人期望：I expect a frien dly, efficie nt and uno btrusive roo ming experie nee. If am a regular, I may not want this courtes

2、y.希望能友好、有效、不唐突地被引到房间，如果我是长客，不 需要此项服务。T ime to T RAIN : 培训时间：1 hour1小时Why is this task importa nt for you and our guests?为什么这项任务对你和我们的客人都很重要？An swers:回答：I can en sure a smooth check in experie nee 确保客人顺禾 U登记。I am able to provide person alized service.提供个性化服务。Fulfill and exceed all expectations of the

3、 guest.超前完成客人期望。I can in crease our GSTS score.提升客人意愿调查系统的得分。The guest will feel expected and welcomed.客人感到被受到欢迎及期待。WHAT/ STEPS什么/步骤HOW/ STANDARDS怎样做/标准TRAINING QUESTIONS培训问题WHAT/ STEPS什么/步骤HOW/ STANDARDS怎样做/标准TRAINING QUESTIONS培训问题1) Greeting at the elevator在电梯处迎接客人Guest Relati ons Officer will pre

4、se nt the Butler by n ame and pass the room key to the Butler.对客关系协调员将会给管家客人的名字，并把钥匙 给管家。Thank the Guest Relati ons Officer.感谢对客关系协调员。Bow slightly, and address the guest as follows:Welcome (back) to In ter Co ntinental ., Mr.Mrs. XXX ”轻度弯腰，跟客人打招呼：“XXX先生，欢迎来到洲际酒店。”Offer to carry his/ her coat or brie

5、f case as you escort the guest to his/her room.陪同客人到房间时，主动帮客人拿他的衣服和皮 箱。Who will greet the guest at the main entrance?谁在入口迎接客人？How should the guest be addressed? DRILL LANGUAGE/BODYLANGUAGE/怎样跟客人打招呼？训练语言/身体语言2) Show the room展示房间Open the guestroom door with the guest key (mak ing sure it works before

6、the guest arrives), hold the door ope n and in sert the key into the master switch.用客人钥匙打开客人房间(确信在客人到达前已准 备好房间)，开门后，把钥匙插入总的电源开关。Allow the guest enter the room first and proceed accord ing to one of the follow ing seen arios:先让客人进入房间，按照下列其中一种设想进行：- If the bellma n is wait ing in front of the door, le

7、thim in the room. Do not begi n“ Theprese ntati on” un til the bellma n has fini shedplaci ng the luggage. Begi n“ The Presas soon as the bellma n exits.如果行李员已在门前等候，让他进入房 间，等到行李员放好行李出门后，再开始“介 绍”。- If the bellma n arrives after you have begu n“ The Presentation”，let him in and standplaces the luggage

8、. Continue after he exits the room.如果行李员在你已经开始“介绍”时到 达，让行李员进入房间，站在旁边等行李员放 好行李出门后，再继续你的“介绍”。The bellma n will usually receive a gratuity. Allow the guest time to give it to him, but do not pause too long, look or seem in terested in the gratuity give n to the bellma n.行李员通常会收到小费，留给客人时间给行李员小 费，但时间不要过长

9、，显得对给行李员的小费表示 感兴趣。What should be done first when entering the guest room?进入客人房间时首先应该做什么？What should be done if the bellma n is in front of the door?当行李员已等候在门前时，应该怎么 做？en tati on”as he3) Prese nt the in -roomDo not assume that the guest has time for a fullDo all guests receive an in troduct ion to th

10、eWHAT/ STEPS什么/步骤HOW/ STANDARDS怎样做/标准TRAINING QUESTIONS培训问题facilities展示房间内设施prese ntati on. Ask the guest as follows:“ May I take a few moments to explaiithe features of your room? ”不要假设客人都有时间去了解房间内的设施，询问 客人如下：“能占有您一会儿时间来替您介绍房间 内的设施吗？”Guest orie ntatio n always in eludes in structi ons about客人一般会倾向于

11、对以下物品的用法说明：- temperature control 温度的控制- emerge ncy exits紧急出口- tech no logy in formatio n regard ing in ternet access有关上网的信息- power supply电源配备-introduce the I SPA 介绍水疗-in troduce Restaura nts and Bar介 绍餐厅和酒 吧- In troduce Club services and adva ntages介绍俱乐部服务及优势room?所有的客人都需要对房间做出介绍 吗？Which facilities s

12、hould be in troduced to the guest?应该给客人介绍哪些设施？4) Offer services提供服务Ice will be offered to all guests or pre-set in room. 为所有客人提供或预先准备冰冻食品。Whilst greeting arriving guests, the butler will offer complime ntary press ing and shoeshi ne service. 在迎接客人时，管家应该为客人提供熨烫及擦鞋服 务。During the rooming, the butler wi

13、ll offer to take coats and hang them in the closet.在客人到达房间时，应该为客人拿衣服并把衣服挂到衣柜里。During the rooming, the butler will explain the operation of the In sta nt Service Butt on.在客人到达房间时，管家应该给客人解释怎样操作 紧急按钮。Whilst greeting arriving guests, the butler will offer un pack ing services.在迎接客人时，管家应该提供行李服务。Whilst greeting arriving guests, the butler will offer complimentary coffee, tea, or soft drinks.在迎接客人时，管家应该给客人提供咖啡、茶或饮 料。Which services should be offered? 应该提供哪些服务？5) Leave the room离开房间Make sure that all the guest ' s questions have been an swered and offer additi onal services.确信已回答完所有客人疑问并提供了额外服务。Wha