國(guó)際酒店客房資料 Rooming a Guest引到客人到房間

1、國(guó)際酒店管理資料走在路上客房標(biāo)準(zhǔn)操作程序Hotel Room Management Training Manual國(guó)際酒店客房手冊(cè)International Hotel Room Handbook酒店客房的重要性：負(fù)責(zé)組織和安排客房和公共區(qū)域的清掃工作，督導(dǎo)、培訓(xùn)和考核下屬員工按標(biāo)準(zhǔn)和流程實(shí)施清掃和服務(wù)工作，確保酒店客房干凈與設(shè)施完好，滿足客人的服務(wù)需求，并負(fù)責(zé)客房物品的管理，協(xié)助工程人員完成客房和公共區(qū)域的維修項(xiàng)目。按標(biāo)準(zhǔn)要求負(fù)責(zé)清掃整理客房和樓層公共區(qū)域，為客人提供干凈安全的客房和環(huán)境，滿足客人正當(dāng)合理的服務(wù)需求，負(fù)責(zé)本區(qū)域安全工作。負(fù)責(zé)酒店公共區(qū)域的衛(wèi)生保潔及保養(yǎng)工作，為客人營(yíng)造干凈、溫

2、馨、舒適的環(huán)境，保持酒店環(huán)境的美觀，滿足酒店服務(wù)要求貫徹執(zhí)行店總的經(jīng)營(yíng)管理指令，向店總負(fù)責(zé)并報(bào)告工作；根據(jù)酒店確定的經(jīng)營(yíng)方針和目標(biāo)，負(fù)責(zé)編制客房部預(yù)算，制訂各項(xiàng)業(yè)務(wù)計(jì)劃，并有效組織實(shí)施與監(jiān)控，實(shí)現(xiàn)預(yù)期目標(biāo)；以市場(chǎng)為導(dǎo)向，研究并掌握市場(chǎng)的變化和發(fā)展情況，適時(shí)調(diào)整經(jīng)營(yíng)策略，努力創(chuàng)收，堅(jiān)持以部門為成本中心的方針，嚴(yán)格控制成本，降低消耗，以最小的成本獲取最大的經(jīng)濟(jì)效益；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-0008Department: 部門：ButlerDate Issued: 制定日

3、期：Guest Expectation: 客人期望：I expect a friendly, efficient and unobtrusive rooming experience. If I am a regular, I may not want this courtesy.希望能友好、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 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：I can ensure

4、a smooth check in experience. 確?？腿隧樌怯?。I am able to provide personalized service. 提供個(gè)性化服務(wù)。Fulfill and exceed all expectations of the guest. 超前完成客人期望。I can increase our GSTS score. 提升客人意愿調(diào)查系統(tǒng)的得分。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 QUEST

5、IONS培訓(xùn)問題Greeting at the elevator在電梯處迎接客人Guest Relations Officer will present the Butler by name 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。Thank the Guest Relations Officer.感謝對(duì)客關(guān)系協(xié)調(diào)員。Bow slightly, and address the guest as follows:“Welcome (back) to InterContinental ., Mr./ Mrs. XX

6、X” 輕度彎腰，跟客人打招呼：“XXX先生，歡迎來到洲際酒店。”O(jiān)ffer 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。Who will greet the guest at the main entrance?誰在入口迎接客人？How should the guest be addressed? DRILL LANGUAGE/BODY LANGUAGE怎樣跟客人打招呼？訓(xùn)練語言/身體語言Show the room展示房間Open the

7、guestroom door with the guest key (making sure it works before the guest arrives), hold the door open and insert the key into the master switch.用客人鑰匙打開客人房間（確信在客人到達(dá)前已準(zhǔn)備好房間），開門后，把鑰匙插入總的電源開關(guān)。Allow the guest enter the room first and proceed according to one of the following scenarios: 先讓客人進(jìn)入房間，按照下列其中一種設(shè)

8、想進(jìn)行：If the bellman is waiting in front of the door, let him in the room. Do not begin “The presentation” until the bellman has finished placing the luggage. Begin “The Presentation” as soon as the bellman exits. 如果行李員已在門前等候，讓他進(jìn)入房間，等到行李員放好行李出門后，再開始“介紹”。If the bellman arrives after you have begun “The

9、 Presentation”, let him in and stand as he places the luggage. Continue after he exits the room.如果行李員在你已經(jīng)開始“介紹”時(shí)到達(dá)，讓行李員進(jìn)入房間，站在旁邊等行李員放好行李出門后，再繼續(xù)你的“介紹”。The bellman will usually receive a gratuity. Allow the guest time to give it to him, but do not pause too long, look or seem interested in the gratuit

10、y given to the bellman.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)間不要過長(zhǎng)，顯得對(duì)給行李員的小費(fèi)表示感興趣。What 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 bellman is in front of the door?當(dāng)行李員已等候在門前時(shí)，應(yīng)該怎么做？Present the in room facilities展示房間內(nèi)設(shè)施Do not assume that the guest has time for a f

11、ull presentation. 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，詢問客人如下：“能占有您一會(huì)兒時(shí)間來替您介紹房間內(nèi)的設(shè)施嗎？”Guest orientation always includes instructions about客人一般會(huì)傾向于對(duì)以下物品的用法說明：temperature control溫度的控制emergency exits緊急出口technology information regar

12、ding 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introduce Restaurants and Bar介紹餐廳和酒吧Introduce Club services and advantages介紹俱樂部服務(wù)及優(yōu)勢(shì)Do all guests receive an introduction to the room?所有的客人都需要對(duì)房間做出介紹嗎？Which facilities should be introduced to the guest?應(yīng)該給客人介紹哪些設(shè)施？Offer services提供服務(wù)Ic

13、e 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 complimentary pressing and shoeshine 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.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

14、衣柜里。During the rooming, the butler will explain the operation of the Instant Service Button.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 unpacking 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

15、 drinks.在迎接客人時(shí)，管家應(yīng)該給客人提供咖啡、茶或飲料。Which services should be offered?應(yīng)該提供哪些服務(wù)？Leave the room離開房間Make sure that all the guests questions have been answered and offer additional services.確信已回答完所有客人疑問并提供了額外服務(wù)。What should be asked before leaving the guest room?在離開客人房間前，應(yīng)做些什么？Follow up跟蹤All the guests reques

16、ts need to be followed up with the appropriate departments.與主管部門一起對(duì)客人要求進(jìn)行追蹤What happens when are not?當(dāng)沒有追蹤時(shí)，會(huì)發(fā)生什么？Summary questions:問題概述：Where should the Butler wait for the Guest?管家應(yīng)該在哪里等客人？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？Why is it important that we take the

17、 guest to the room?為什么帶客人到房間非常重要？Should all guests receive an introduction to the room / hotel?所有客人都要求介紹房間和酒店嗎？What do I have to introduce and why?我們必須介紹什么？為什么？Now ask the trainee to practice the task from start to end to test competency.現(xiàn)在由培訓(xùn)生按照步驟從頭到尾進(jìn)行實(shí)踐操作并做測(cè)試 對(duì)于客房服務(wù)，相信不少的酒店人都有一些誤區(qū)，認(rèn)為客房服務(wù)就是打掃房間或者遞

18、送物品那么簡(jiǎn)單，其實(shí)，客房服務(wù)需要注重的側(cè)重點(diǎn)還很多，今天我們就列舉了一些酒店常遇到的小情況，和大家共同探討該如何處理。對(duì)于客房服務(wù)，相信不同的酒店也會(huì)有自己獨(dú)立的一套運(yùn)營(yíng)標(biāo)準(zhǔn)，希望通過本篇文章，能夠給大家一些運(yùn)營(yíng)上的啟發(fā)，獲得客人更多好評(píng)，從全面做好客房服務(wù)開始。酒店是一個(gè)“以人為中心”的服務(wù)企業(yè)，每天發(fā)生的事情，基本上都是“人”的故事。從員工對(duì)顧客的服務(wù)，經(jīng)理對(duì)員工的管理，總經(jīng)理面對(duì)大量事務(wù)也無一不與顧客、員工和業(yè)主有關(guān)，酒店生產(chǎn)出來的產(chǎn)品都是通過人的勞作和服務(wù)的產(chǎn)品。所以酒店的產(chǎn)品有別于一般企業(yè)的產(chǎn)品，需要我們用心來做，而客房服務(wù)在所有環(huán)節(jié)中，至關(guān)重要?？头抗芾砣藛T必須對(duì)客服務(wù)第一線經(jīng)常地反復(fù)地講解、宣傳、鼓動(dòng)、督促、鞭策、培訓(xùn)、現(xiàn)場(chǎng)示范給部門員工，將簡(jiǎn)單的、重復(fù)的、乏味的勞動(dòng)變?yōu)榉e極主動(dòng)創(chuàng)造性的勞