饭店服务与管理教案：专职管家的大堂迎宾.doc

The St. Regis ShanghaiStandard & Procedure上海瑞吉红塔大酒店标准与程序Position: Butler职位:专职管家Department: RoomsDept. Head: Jevons Yang部门：部门经理：仰平GM Approval: Chuck AbbottDate: Nov 24, 2002总经理批准：安奕德日期：2002年11月24日Task: Greeting as Lobby ButlerCode: RM-BU-A069任务：专职管家的大堂迎宾序号：RM-BU-A069Standard:Lobby Butler shall make himself presented at the lobby during regulated hours of the day to provide greetings to all and coordinate Floor Butlers in-room check-in service for all arrival guests. 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。Procedures:1. At least one Butler shall be assigned as Lobby Butler / Greeter who shall permanently station himself/herself in the lobby during his/her duty hours.2. Lobby Butler / Greeter shall provide every guests with warm smiling and greeting at all time. 3. Lobby Butler / Greeter shall be proactive and will approach all guests who are in the lobby to see if any assistance is required, such as giving hotel information and direction about all hotel outlets. 4. The standard phrase for guest greeting can be: “Good morning / afternoon / evening, welcome to the St. Regis Shanghai. How may I assist you?”5. Lobby Butler/Greeter shall have the following equipment and reports upon commencing his/her lobby duty: Two-way mobile phone The days VIP Arrival Report The days Airport Pick up Report6. Lobby Butler / Greeter shall give immediate attention to those arrival guests and coordinate in room check in process accordingly.7. The standard procedure is as followings:a) To greet the arrival guests with warm smiling: “Good morning / afternoon / evening, Welcome to the St. Regis Shanghai. Are you checking in Sir/Madam? (If yes), May I have your name please?”b) To escort guests to the Reception Counter and introduce the GSA to guest: “Mr. Smith, My colleague will check the reservation for you and we will provide you with an in room check in.”c) To obtain arrival guests room from GSA.d) To inform Floor Butler where the guests room is located to be ready for Floor Greeting by using two-way mobile phone. Lobby Butler shall notify Floor Butler the following information: Name of guest Arrival Room number Return guest or 1st time visitore) To obtain room key from GSA and escort guest to the floor with the Welcome Folder. f) To introduce Floor Butler to the guest: “Mr. Smith, this is your Butler John, he will show you the way to your room and offer you in room check in. I Hope you have a nice stay with us!”g) To hand over room key & the Welcome Folder to Floor Butler after introduction. Lobby Butler may close the key holder while handing it over to indicate the arrival guest is 1st visit, and open the key holder to indicate the arrival guest is return guest. Based on these two different indications, the Floor Butler shall greet the guest accordingly: “Welcome to our hotel, Mr. Smith” (for 1st time visitor), or “Welcome back, Mr. Smith” (For return guest).h) To conduct in room check in if Floor Butler does not show up on the floor or for some reason.8. Lobby Butler / Greeter shall make accurate and complete record of names/room numbers of arrival guests being greeted, or checked in by himself/herself. 9. Lobby Butler / Greeter shall also pay special attention to those arrival guests with airport pick up. He/she shall keep Floor Butler updated with accurate arrival time of the transportation and serves as backup to ensure guests are received and greeted as per our standard. 10. It shall always be the 1st priority task for all Floor Butlers to follow up with the arrival guests lobby/floor/in-room greeting based on the information provided by the Lobby Butler/Greeter. 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登记服务。”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) 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