饭店服务与管理教案专职管家的大堂迎宾

1、学习必备欢迎下载Standard:LobbyButlershallmakehimselfpresentedatthelobbyduringregulatedhoursofthedaytoprovidegreetingstoallandcoordinateFloorButlersin-roomcheck-inserviceforallarrivalguests.Procedures:1.AtleastoneButlershallbeassignedasLobbyButler/Greeterwhoshallpermanentlystationhimself/herselfinthelobbydur

2、inghis/herdutyhours.2.LobbyButler/Greetershallprovideeveryguestswithwarmsmilingandgreetingatalltime.3.LobbyButler/Greetershallbeproactiveandwillapproachallguestswhoareinthelobbytoseeifanyassistanceisrequired,suchasgivinghotelinformationanddirectionaboutallhoteloutlets.4.Thestandardphraseforguestgree

3、tingcanbe:“Goodmorning/afternoon/evening,welcometotheSt.RegisShanghai.HowmayIassistyou?”5.LobbyButler/Greetershallhavethefollowingequipmentandreportsuponcommencinghis/herlobbyduty:Two-waymobilephoneThedaysVIPArrivalReportThedaysAirportPickupReport6.LobbyButler/Greetershallgiveimmediateattentiontotho

4、searrivalguestsandcoordinateinroomcheckinprocessaccordingly.7.Thestandardprocedureisasfollowings:a)Togreetthearrivalguestswithwarmsmiling:“Goodmorning/afternoon/evening,WelcometotheSt.RegisShanghai.AreyoucheckinginSir/Madam?(Ifyes),MayIhaveyournameplease?”b)ToescortgueststotheReceptionCounterandintr

5、oducetheGSAto标准：大堂专职管家应在每天指定时间出现在大堂，向所有的客人致以问候，并联系楼层专职管家，为所有到达客人提供房内入住登记服务。程序：1.至少有一名专职管家应被指定为大堂迎宾员，在他/她的工作时间内他/她的工作区域是大堂。2.大堂专职管家迎宾员应随时以热情的微笑向客人致以问候。3.大堂专职管家迎宾员应主动接近所有大堂里的客人，需要时提供酒店信息并引导客人去各部门。4.问候客人的标准用语如下：“早上好/下午好/晚上好，欢迎来到上海瑞吉红塔大酒店。我可以为您做什么吗？”5.大堂专职管家/迎宾员在开始他/她的大堂工作事，应携带一下设备和报告：酒店手机当日的VIP预抵报告当日的接

6、机报告6.大堂专职管家/迎宾员应及时注意那些抵店客人并据此协调房内入住登记程序的执行。7.标准用语如下：a)以热情的微笑问候客人：“早上好/下午好/晚上好，欢迎来到上海瑞吉红塔大酒店。先生/小姐，请问您是来进行入住登记的吗？（如果是）我可以知道您的名字吗？”b)引领客人至前台将其介绍给前台接待：“Smith先生，我的同事将核对您的预定并为您提供客房内入住学习必备欢迎下载c)d)e)guest:“Mr.Smith,Mycolleaguewillcheckthereservationforyouandwewillprovideyouwithaninroomcheckin.”Toobtainarri

7、valguestsroomfromGSA.ToinformFloorButlerwheretheguestsroomislocatedtobereadyforFloorGreetingbyusingtwo-waymobilephone.LobbyButlershallnotifyFloorButlerthefollowinginformation:NameofguestArrivalRoomnumberReturnguestor1sttimevisitorToobtainroomkeyfromGSAandescortguesttothefloorwiththeWelcomeFolder.登记服

8、务。”c)从前台接待处得到抵达客人的房号。d)用手机告知相应楼层专职管家客人房号，以准备楼层迎候后或大堂迎候。大堂专职管家迎宾员应告知楼层专职管家以下信息：客人姓名到达客人房号回头客或首次入住e)从前台接待处得到客人房卡，引领客人至楼层。f)TointroduceFloorButlertotheguest:“Mr.Smith,thisisyourButlerJohn,hewillshowyouthewaytoyourroomandofferyouinroomcheckin.IHopeyouhaveanicestaywithus!”g)Tohandoverroomkey&theWelcomeFo

9、ldertoFloorButlerafterintroduction.LobbyButlermayclosethekeyholderwhilehandingitovertoindicatethearrivalguestis1stvisit,andopenthekeyholdertoindicatethearrivalguestisreturnguest.Basedonthesetwodifferentindications,theFloorButlershallgreettheguestaccordingly:“Welcometoourhotel,Mr.Smith”(for1sttimevis

10、itor),or“Welcomeback,Mr.Smith”(Forreturnguest).h)ToconductinroomcheckinifFloorButlerdoesnotshowuponthefloororforsomereason.8.LobbyButler/Greetershallmakeaccurateandcompleterecordofnames/roomnumbersofarrivalguestsbeinggreeted,orcheckedinbyhimself/herself.9.LobbyButler/Greetershallalsopayspecialattent

11、iontothosearrivalguestsf)在楼层或大堂向客人介绍楼层专职管家：“Smith先生，这是您的楼层专职管家John，他将带您去房间并为您办理入住登记手续。希望您入住愉快！”g)在介绍之后将房卡和宾客欢迎夹交给楼层专职管家。大堂专职管家迎宾员可以将钥匙夹合上表示该客人是首次入住，将钥匙夹展开表示该客人是回头客。基于两种不同的情况，楼层专职关家应据此问候客人：“Smith先生，欢迎来到我酒店。”（首次入住的客人）“Smith先生，欢迎回来。”（回头客）h)如楼层专职管家因某种原因没有在楼层或大堂出现，大堂专职管家迎宾员应完成房内入住登记手续。8.大堂专职管家迎宾员应精确而完整的记录下由他/她自己迎候或完成房内入住登记手续的抵店客人的姓名/房号。9.大堂专职管家/迎宾员也应有接机的预抵客人特别注意。他/她应及时通知楼层管家预抵客人接机时间，协助确保客人按照我们的标准学习必备欢迎下载withairportpickup.He/sheshallkeepFloorButlerupdatedwithaccuratearrivaltimeofthetransportationandservesasbackuptoensureguestsarereceivedandgreetedasperourstandard.10.Itshallalwaysbethe1stpriorityta