酒店顾客“加床”服务要求标准处理(中英文)

酒店顾客 加床 服务要求标准处理 Why is this task important for you and our guests 为什么此项任务对您和客人如此重要 Answers 回答 1 I am able to increase the GSTS score 能够提升客人的满意指数 2 I can show my professionalism 能够展示我们的专业 3 3 If a guest needs an additional bed or baby cot it is important for me that the additional person is not too squashed and has sufficient space to enjoy a comfortable sleep 如果客人需要加床或是婴儿床 客人主要是 不想太挤并希望有足够舒适的地方睡觉 WHAT WHAT STEPSSTEPS 步骤步骤 HOW HOW STANDARDSSTANDARDS 如何做如何做 标准标准 1 Guest calls Guest Service Center 客人通知宾客服务中 心 When a guest requests an extra bed or baby cot through the Guest Service Center the HSK Office will be called to deliver the baby cot FO must advise the guest of the additional charge 当客人向宾客服务中心 提出需要加床和婴儿床时 客房办公室应通知相应 的员工去做 前厅部需要向客人解释相关的额外的 费用 HK office will call Floor Supervisor and the Room Attendant will deliver baby cot 客房办公室将通知楼层主管和服务员去送婴 儿床 WHAT WHAT STEPSSTEPS 步骤步骤 HOW HOW STANDARDSSTANDARDS 如何做如何做 标准标准 2 Guest calls HK directly or asks Room Attendant 客人直接通知员工 If the guest calls directly Housekeeping the coordinator will call the Floor Supervisor and Room Attendant will immediately deliver the request HSK Office will advise the guest of the charge 当客人直接通知员工时 员工应及时通知主管 并 及时给客人送去 办公室需要告诉客人收费的标 准 HK Coordinator must inform FO of the additional charge 客房员工一定要通知前台关 于额外费用 3 Preparation 准备 Check to ensure that the bed or cot is in good condition 检查确保床或者婴儿床处于 良好的状况 Prepare bed sheets blanket pillows and pillow cases to make the bed 准备床单 毛毯 枕头和枕头套做床 Stock for the linen is in the pantry 从工作间拿取布草 WHAT WHAT STEPSSTEPS 步骤步骤 HOW HOW STANDARDSSTANDARDS 如何做如何做 标准标准 4 Making bed 做床 Greet guest and politely confirm with the guest the extra bed or baby cot and ask for the location to set up the bed cot by saying 礼貌的问候客人并且和客人确认摆放加床 或婴儿床的位置并将其展开 Madame Sir I deliver your extra bed baby cot What would be the most convenient place for you to set up the bed 女士 先生 这是您需要的加床 婴儿床 您看放在 什么位置您觉得最合适 Make bed according to How to make up bed SOP 做床参照如何做床的程序执行 5 Guest amenities 客人用品 Provide the guest with additional amenities accordingly as 提供客人用品参照以 下标准执行 Shampoo 洗发水 Bath and shower gel 沐 浴露 Conditioner 护发素 WHAT WHAT STEPSSTEPS 步骤步骤 HOW HOW STANDARDSSTANDARDS 如何做如何做 标准标准 Lotion 洗液 Soap 香皂 Bath towels 浴巾 Hand towels 中巾 Face towel 面巾 Bathrobe 地巾 additional pair of slippers 拖鞋 For children bring a Teddy Bear with CP logo and 如果是小孩 应准备 1 个带皇冠标志的玩 具熊 Bath towel 浴巾 Hand towel 中巾 Children Bathrobe 小孩 浴袍 WHAT WHAT STEPSSTEPS 步骤步骤 HOW HOW STANDARDSSTANDARDS 如何做如何做 标准标准 6 Finish 完成 When the job is completed check with the guest to see if further assistance is required by saying 当完成工作后应询问客人 是否还需要其他的家具等 说 Madame Sir is there anything else I can do for you I wish you a pleasant night s sleep 女士 先生 还有其他的什么事情我能帮您的 吗 祝您晚安 If guest requires more amenities or towels handle the request accordingly 如果 客人需要更多的用品或毛巾 应满足客人的要求 SummarySummary questions questions 问题概述 问题概述 1 What are the charges for a role away bed and a baby cot 加床和 婴儿床是怎样收费的 2 How many baby cots does the hotel have What happens if we have run out of baby cots 酒店有多少张加床 如果加床借完了该怎样处理 3 Why do I need to add amenities for the 3rd person and where do I place them 为什么需要给第三个人增加用品 并放在什么地方 4 What do I need