PreparingforArrival客人入住前的準(zhǔn)備工作

1、standard operating procedure標(biāo)準(zhǔn)操作標(biāo)準(zhǔn)preparation for a guests arrival為客人的到來做準(zhǔn)備task number: 任務(wù)號(hào)：but-0007department: 部門：butlerdate issued: 制定日期：august 20052005年8月guest expectation: 客人期望：when i arrive at the hotel, i expect my room to be ready and attention to be paid to my amenities and preferences.當(dāng)我到達(dá)酒

2、店時(shí)，希望酒店能根據(jù)我的個(gè)人需求準(zhǔn)備好房間。time to train: 培訓(xùn)時(shí)間：1 hour1小時(shí)why is this task important 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？answers: 回答：1. i am able to ensure a smooth check in process, especially for return guests.按照程序進(jìn)行檢查，特別是回頭客的房間。2. this is a good chance to exceed the guest expectations.這是超前滿足客人需求的

3、好機(jī)會(huì)。3. the guest room should be prepared according to our guest wishes.按照客人要求準(zhǔn)備客房。4. this is a chance to make our guest feel welcome and expected. 是一次機(jī)會(huì)讓客人感到受到歡迎和期待。5. i am able to increase our gsts score. 提升客人滿意度調(diào)查系統(tǒng)的得分。what/ steps什么/步驟how/ standards如何做/標(biāo)準(zhǔn)training questions培訓(xùn)問題1) check arrival time

4、s 查看到達(dá)時(shí)間check one day prior to and in the morning of arrival. ensure that rooms have been blocked by the room administrator.提前一天檢查第二天早上要到達(dá)的客人，確保房間服務(wù)員已鎖了房間。when should the arrival report be checked?什么時(shí)候查看到達(dá)報(bào)告？2) check guest history 查看客人檔案ensure that all of the guest wishes are followed up upon if the

5、 guest is a return guest. 如果客人是回頭客，確保對(duì)所有客人的要求進(jìn)行追蹤。why do i have to check the guest history?為什么需要檢查客人檔案。3) follow up with housekeeping 與客房部一起追蹤communicate arrival times and expected completion of room with hk.傳達(dá)到達(dá)時(shí)間，與客房部一起完成客人需求。4）check the room檢查房間all amenities in club intercontinental rooms will be

6、 inspected by the butler管家 應(yīng)該檢查洲際俱樂部所有房間的物品。all vip rooms will be inspected by the head butler additional. check the room according to the standard requirements of intercontinental hotels.any discrepancies are to be corrected in order to achieve that the room is ready for presentation before the gue

7、st arrives.管家主管應(yīng)該按照洲際酒店標(biāo)準(zhǔn)，再另外檢查重要客人房間。管家在客人到達(dá)以前糾正所存在的差異，為客人準(zhǔn)備好房間。ensure the following: 對(duì)以下項(xiàng)目進(jìn)行確認(rèn)：- fruit plate quality and presentation準(zhǔn)備的果盤及其質(zhì)量- flower quality and presentation準(zhǔn)備的鮮花及其質(zhì)量- welcome chocolate/pastry amenity quality and presentation準(zhǔn)備的歡迎巧克力/小餅干及其質(zhì)量- welcome letter quality and presentati

8、on準(zhǔn)備的歡迎信及其質(zhì)量- gift for return guest quality and presentation回頭客準(zhǔn)備的禮物及其質(zhì)量- all of the guests special requirements are followed up upon. 跟蹤所有顧客的特殊要求which rooms need to be inspected by the chief butler? 主管需要檢查哪些房間how should the rooms be checked?怎樣檢查房間what needs to be checked in the rooms?檢查房間時(shí)應(yīng)對(duì)哪些地方進(jìn)行檢

9、查。summary questions:問題概述：1. which rooms need to be prepared and checked by the butler?管家應(yīng)準(zhǔn)備和檢查哪些房間。2. which steps need to be followed?應(yīng)對(duì)哪些步驟進(jìn)行跟蹤？3. what is important about the communication with hk?與客房部聯(lián)系時(shí)，最重要的是什么？4. when should the room be prepared and ready for the guest arrival?客人到達(dá)前，什么時(shí)候?yàn)榭腿藴?zhǔn)備好房間？5. what should be checked in the room? 應(yīng)對(duì)房間的哪些物品進(jìn)行檢查？6. who should you contact