RoomingaGuest引到客人到房間(20210106213521)

1、 STANDARD OPERATING PROCEDURE 標(biāo)準(zhǔn)操作程序 ROOMING A GUEST 引導(dǎo)客人到房間 Task Number : 任務(wù)號(hào)： BUT-0008 Department : 部門(mén)： Butler DATE ISSUED： 制定日期： August 2005 2005年8月 Guest Expectation : 客人期望： I expect a frien dly, efficie nt and un obtrusive roo ming experie nee. If I am a regular, I may no want this courtesy. 希望

2、能友好、有效、不唐突地被引到房間，如果我是長(zhǎng)客，不需要此項(xiàng)服務(wù)。 TIME TO T RAIN : 培訓(xùn)時(shí)間： 1 hour 1小時(shí) Why is this task importa nt for you and our guests? 為什么這項(xiàng)任務(wù)對(duì)你和我們的客人都很重要？ An swers: 回答： 1. I can ensure a smooth check in experienee確保客人順利登記。 2. I am able to provide personalized service.提供個(gè)性化服務(wù)。 3. Fulfill and exceed all expectations

3、 of the guest.超前完成客人期望。 4. I ca n in crease our GSTS score提升客人意愿調(diào)查系統(tǒng)的得分。 5. The guest will feel expected and welcomed客人感到被受到歡迎及期待。 WHAT/ STEPS 什么/步驟 HOW/ standards 怎樣做/標(biāo)準(zhǔn) training questions 培訓(xùn)問(wèn)題 WHAT/ STEPS 什么/步驟 HOW/ STANDARDS 怎樣做/標(biāo)準(zhǔn) TRAINING QUESTIONS 培訓(xùn)問(wèn)題 1) Greet ing at the elevator 在電梯處迎接客人 Gue

4、st Relati ons Officer will prese nt the Butler by n ame and pass the room key to the Butler. 對(duì)客關(guān)系協(xié)調(diào)員將會(huì)給管家客人的名字，并把鑰 匙給管家。 Who will greet the guest at the main entrance? 誰(shuí)在入口迎接客人？ 2) Show the room 展示房間 Thank the Guest Relati ons Officer. 感謝對(duì)客關(guān)系協(xié)調(diào)員。 Bow slightly, and address the guest as follows: Welco

5、me (back) to In ter Continen tal Mrs. XXX ” 輕度彎腰，跟客人打招呼：“XXX先生，歡迎來(lái) 到洲際酒店?！?.,M Offer to carry his/ her coat or brief case as you escort the guest to his/her room. 陪同客人到房間時(shí)，主動(dòng)幫客人拿他的衣服和皮 箱。 Open the guestroom door with the guest key (mak ing sure it works before the guest arrives), hold the door ope n

6、 and in sert the key into the master switch. 用客人鑰匙打開(kāi)客人房間(確信在客人到達(dá)前已 準(zhǔn)備好房間)，開(kāi)門(mén)后，把鑰匙插入總的電源開(kāi) 關(guān)。 Allow the guest enter the room first and proceed accord ing to one of the follow ing seen arios: 先讓客人進(jìn)入房間，按照下列其中一種設(shè)想進(jìn) 行： How should the guest be addressed? DRILL LANGUAGE/BODY LANGUAGE 怎樣跟客人打招呼？ 訓(xùn)練語(yǔ)言/身體語(yǔ)言 Wha

7、t should be done first when entering the guest room? 進(jìn)入客人房間時(shí)首先應(yīng)該做什么？ What should be done if the bellma n is in front of the door? 當(dāng)行李員已等候在門(mén)前時(shí)，應(yīng)該怎么做？ he d sen tati on” - If the bellman is waiting in front of the door, let hi m in the room. Do not begi n“ T prese ntati on ” un til the bellma n has fin

8、i she placi ng the luggage. Begi n“ The Pre as soon as the bellma n exits. 如果行李員已在門(mén)前等候，讓他進(jìn)入房 間，等到行李員放好行李出門(mén)后，再開(kāi)始 “介紹”。 - If the bellma n arrives after you have begu n as he “ The Presentation”，let him in and stand places the luggage. Continue after he exits the WHAT/ STEPS 什么/步驟 HOW/ STANDARDS 怎樣做/標(biāo)準(zhǔn)

9、 TRAINING QUESTIONS 培訓(xùn)問(wèn)題 room. 如果行李員在你已經(jīng)開(kāi)始“介紹”時(shí)到 達(dá)，讓行李貝進(jìn)入房間，站在旁邊等行李貝 放好行李出門(mén)后，再繼續(xù)你的“介紹”。 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. 行李員通常會(huì)收到小費(fèi)，留給客人時(shí)間給行李員 小費(fèi)，但時(shí)間不要過(guò)長(zhǎng)，顯

10、得對(duì)給行李員的小費(fèi) 表示感興趣。 3) Present the in -room facilities 展示房間內(nèi)設(shè)施 Do not assume that the guest has time for a full prese ntati on. Ask the guest as follows: “ May I take a few moments to explain the features of your room? ” 不要假設(shè)客人都有時(shí)間去了解房間內(nèi)的設(shè)施，詢(xún) 問(wèn)客人如下：“能占有您一會(huì)兒時(shí)間來(lái)替您介紹 房間內(nèi)的設(shè)施嗎？” Guest orientation always inc

11、ludes instructions about 客人一般會(huì)傾向于對(duì)以下物品的用法說(shuō)明： - temperature control 溫度的控制 - emerge ncy exits 緊急出口 - tech no logy in formatio n regard ing internet access有關(guān)上網(wǎng)的信息 - power supply電源配備 -introduce the I SPA 介紹水療 -in troduce Restaura nts and Bar介 紹餐廳和酒 吧 - In troduce Club services and adva ntages 介紹俱樂(lè)部服務(wù)及優(yōu)勢(shì)

12、 Do all guests receive an in troduct ion to the room? 所有的客人都需要對(duì)房間做出介紹嗎？ Which facilities should be in troduced to the guest? 應(yīng)該給客人介紹哪些設(shè)施？ 4) Offer services 提供服務(wù) Ice will be offered to all guests or pre-set in room. 為所有客人提供或預(yù)先準(zhǔn)備冰凍食品。 Whilst greeting arriving guests, the butler will offer complime nta

13、ry press ing and shoeshi ne service. 在迎接客人時(shí)，管家應(yīng)該為客人提供熨燙及擦鞋 服務(wù)。 During the rooming, the butler will offer to take coats and hang them in the closet. Which services should be offered? 應(yīng)該提供哪些服務(wù)？ WHAT/ STEPS 什么/步驟 HOW/ STANDARDS 怎樣做/標(biāo)準(zhǔn) TRAINING QUESTIONS 培訓(xùn)問(wèn)題 在客人到達(dá)房間時(shí)，應(yīng)該為客人拿衣服并把衣服 掛到衣柜里。 During the room

14、ing, the butler will explain the operati on of the In sta nt Service Butt on. 在客人到達(dá)房間時(shí)，管家應(yīng)該給客人解釋怎樣操 作緊急按鈕。 Whilst greeting arriving guests, the butler will offer un pack ing services. 在迎接客人時(shí)，管家應(yīng)該提供行李服務(wù)。 Whilst greeting arriving guests, the butler will offer complimentary coffee, tea, or soft drinks.

15、 在迎接客人時(shí)，管家應(yīng)該給客人提供咖啡、茶或 飲料。 5) Leave the room 離開(kāi)房間 Make sure that all the guest s questions ha、 an swered and offer additi onal services. 確信已回答完所有客人疑問(wèn)并提供了額外服務(wù)。 /eWbehshould be asked before leavi ng the guest room? 在離開(kāi)客人房間前，應(yīng)做些什么？ 6) Follow up 跟蹤 All the guest s requests need to be followed up w appro

16、priate departme nts. 與主管部門(mén)一起對(duì)客人要求進(jìn)行追蹤 itWthat happe ns whe n are not? 當(dāng)沒(méi)有追蹤時(shí)，會(huì)發(fā)生什么？ Summary questio ns: 問(wèn)題概述： 1. Where should the Butler wait for the Guest?管家應(yīng)該在哪里等客人？ 2. Which steps need to be followed when checking the guest in在客人登記時(shí)，應(yīng)做哪些步驟？ 3. Why is it important that we take the guest to the room?為什