洲际酒店礼宾部标准运营程序.doc

STANDARD OPERATING PROCEDURE标准运营程序DOORMAN - GUEST ARRIVAL 门童客人到达Task Number题目编号: CON-0001Department部门： Concierge 礼宾部Date Issued颁布日期：May 2008 二零零八年五月Guest Expectation客人期望: I expect that I get a warm welcome from the first point of contact with the hotel which is often the Doorman. The Doorman should open my car door and help me unload my luggage. He should also open the Hotel Door.我期望第一时间酒店的门童可以过来欢迎我，替我打开车门并帮我拿行李，他也要把酒店的大门打开。Time to Train培训时长: 30 minutes 三十分钟Why is this task important for you and our guests? 为什么这个培训对你和我们的客人都非常重要？Answers 回答: 1. We must welcome every one of our guests. 我们必须对每一位客人都表示欢迎。2. The first impression is the most important experience to our guests. 第一印象对我们的客人非常重要。3. Demonstrate my professionalism.展示我们的专业性。4. Increase the GSTS score.提高“宾客满意度调查”分数。WHAT/STEPS步骤HOW/ STANDARDS怎样做/标准TRAINING QUESTIONS问题1) Welcome guest 欢迎客人Upon a car approaching the hotel entrance, proceed to open the back door (Limo/Taxi) or Front Door (Private car) to assist the guest.在车辆靠近酒店入口时,我们应打开后门 (豪华轿车/出租汽车) 或前门 (私人的汽车) 协助客人。When the VIP arrival, the bell man should be assist doorman to open another door (Limo/Taxi).在有VIP 抵店时，除一名门童外应有一名行李员在车道另一侧共同迎接。Welcome the guest to the hotel and ask if luggage is in the trunk.在欢迎客人的同时询问是否有行李在后备箱里。Which door should we open first if there are passengers sitting in both the front seat and the back seat?如果前座和后座均有乘客，我们应该首先打开哪一扇门? Why do I need to ask the guest about the luggage in the trunk?为什么我们要问客人是否有行李在后备箱呢？2) Help with luggage 帮助拿行李If there is luggage, be proactive and offer assistance with the luggage.如有行李，要主动积极地协助客人提取行李。行李如损坏要告知客人。Retrieve the luggage as instructed by the guest and put it on a luggage trolley carefully. 帮客人拿行李时要小心放到行李车上。Be careful not to damage any luggage especially leather bags.注意小心不要损坏到客人的皮革行李。Verify that all pieces have been retrieved from the car.确认行李是否都从车里取出。Take a luggage ticket and write the number of bags on the bottom of luggage ticket.取一张行李寄存单在下半部分记录行李件数。Tag each bag on a visible spot.每个行李签都要放在一个明显的地点。Bellman positioned at the Front Door will bring the luggage trolley into the lobby and place it together in Luggage Storage area.行李员在酒店大门把行李放在行李车上一起带进行李储存区并放置它。DRILL BODY LANGUAGE练习身体语言Why do I need to put the luggage on the trolley?为什么我们需要把行李放在行李车上？Why do we need to verify the pieces of luggage?为什么我们需要确认行李的件数？Is it important to put the tag on a visible spot?把行李签放在一个明显的地点重要吗?3) Parking car 停车If guest requests Car Parking service, issue the parking voucher to the guest and explain the charges for valet parking (where applicable).如果客人需要停车服务，需要提供给客人停车证并解释停车的费用。( 何处可用) The car key needs to be returned to the Concierge or Doorman and put in the key cabinet.停车后车钥匙需要收回并放到钥匙柜里。Doorman/Bellman/Hotel Driver may park the car in hotel garage.门童/行李员/酒店司机需要把车停到酒店车库里面。What should we issue to the guest who request car parking?我们要给请求停车的客人什么？Why do we need to return the key to the Doorman or Concierge?为什么我们要收回停车后的钥匙呢？Does the car need to be locked?汽车需要锁吗？4) Other service 其它服务Doorman can provide auto-route information to our customers.门童可以提供给我们的客户一些道路信息。Direct guests to the Front Desk /Restaurant / function room as appropriate.适当的指引客人去前台/餐厅/会议室。Reminding the guest get receipt from TAXI and double check their stuff on the TAXI.提醒客人遗落在车上的物品和索要出租车的发票。Instead of guest to wait TAXI receipt.替客人等候出租车发票。Reminding the guest hotel have shoe shine service and laundry service when the weather is not good.如遇天气不好，提醒客人酒店有擦鞋和洗衣服务。Take notice on guest special request for sitting habit.关注客人特殊乘坐要求，习惯座位。Giving the guest specific direction when guest need help.( example: the ballroom located on 5 floor, go out the elevator turn right, it is behind business center.)如果客人想到酒店的某一地方，我们不仅要告知客人在几层，并且要说出具体地点。比如客人要到宴会厅，我们要说：宴会厅在5楼，下了电梯右转经过商务中心就到了。Why does the Doorman need to provide auto-route information to the customer?为什么门童要提供道路信息给我们的客户？Summary questions 问题摘要:1. Which door should we open first when passengers are seated in the front and back? 当前排和后排都有乘客时，我们应该首先打开哪一门?2. a) What is particularly important about the Doormans body language? 门童的肢体语言有什么独特的？b) What qualities should a Doorman possess (alertness, appropriateness)?一个门童应有些什么特性(机灵的,得体的)？c) What specifically do you say when verifying numbers of luggage?当确认行李数量时你要说什么？3. a) What is issued to the guest who requests car parking? 如果客人要求停车，应该给客人提供什么？b) Are cars locked after being parked? 汽车在停好后需要锁吗？4. What is “auto route” information and who is it issued to?什么是道路信息还有是谁告知客人的？Now ask the Trainee to practice the whole task from start to end to test competency.现在开始对员工进行该题目的整体练习并测试员工的接受能力STANDARD OPERATING PROCEDURE标准运营程序DOORMAN GUEST DEPARTURE 门童 客人离店Task Number题目编号: CON-0002Department部门： Concierge 礼宾部Date Issued颁布日期：May 2008 二零零八年五月Guest Expectation客人期望: I expect the Doorman to bid me farewell and to help me with my luggage and transportation arrangements. Using my name provides me with extra recognition and is always appreciation. 我期望门童能帮我拿行李并安排好车辆并礼貌的与我告别。Time to Train培训时长: 30 minutes 三十分钟Why is this task important for you and our guests?为什么这个任务对于你和我们的客人如此重要？Answers 回答：5. We must bid farewell to every one of our guests. 我们必须要与每一位客人告别。6. The Guests last impression is very important. 最后印象对客人也很重要。7. Increase our guest satisfaction.增加客人的满意度。8. Demonstrate my professionalism.展示我们的专业性。WHAT/ STEPS步骤HOW/ STANDARDS怎样做/标准TRAINING QUESTIONS问题1) Greeting 问候Greet guest outside main entrance and ask if Taxi/Limousine will be needed. 问候客人并询问客人是否需要出租车/豪华轿车服务。Guest lasts impression is very important.最后印象对客人也非常重要。Why do I have to greet the guest outside the main entrance and ask if a taxi will be in needed?为什么要问候客人并询问是否需要出租车/豪华轿车服务呢？2) Arrange transportation 安排车辆Call a taxi. ( Refer SOP of Taxi Service )叫一辆出租车（查阅出租车服务）。Inform Driver of destination.告诉司机目的地。How can I call a taxi?如何去叫出租车？3) Help with luggage 帮助拿行李Steer luggage trolley from Bellman outside the main entrance and assist in loading the luggage into taxis/Limos trunk.协助行李员从里面推着行李车把行李装到出租车或豪华轿车的后备箱里。Ensure all the luggage has been placed into the car by asking the guest to verify his luggage.确认所有行李件数并跟客人核对行李都已装在后备箱里。Can this be done by the Bellman as well?除门童外行李员是否也一样可以做？Why do we need to verify the luggage with the guest?为什么要让客人核对行李呢？4) Farewell 告别Open the door for the guest and wish him/her a good trip.为客人开门并祝他旅途愉快。What do you say when opening the door for the guest?当为客人开车门的时候，你应该说什么？5) Extra service 更多的服务Always give a taxi card (in local dialect) to ensure correct destination.给客人一张酒店卡并写下正确的目的地。Reminding the guest to be taken care when they go to outside with a bad weather.如遇天气情况不好，注意提醒客人外出注意。Why are taxi cards needed in some locations?为什么出租车卡上要有目的地？Summary questions 问题摘要：1. What role does the Doorman play on a guest departure? 门童在客人离开前扮演的是什么角色？2. What is the procedure for calling a taxi? 叫出租车的程序是什么？3. Why do we need to verify the luggage with the guest? 为什么我们需要与客人核对行李？4. What do you say when opening the door for the guest? 当为客人开车门的时候你说什么？5. Where are taxi cards obtained from and who are they given to?怎样填写酒店卡片并且需要提供给哪些客人？Now ask the Trainee to practice the whole task from start to end to test competency.现在开始对员工进行该题目的整体练习并测试员工的接受能力STANDARD OPERATING PROCEDURE标准运营程序HANDLING LUGGAGE UPON ARRIVAL 抵店行李处理Task Number题目编号: CON-0003Department部门： Concierge 礼宾部Date Issued颁布日期：May 2008 二零零八年五月Guest Expectation客人期望: I expect my luggage to be sent to my room as soon as possible, and my luggage to be carefully handled.我期望对我的行李小心提取并尽快的送到我的房间。Time to Train培训时长: 30 minutes 三十分钟Why is this task important for you and our guests?为什么这个培训对你和我们的客人都非常重要？Answers 回答：9. We must provide a prompt and accurate luggage service to our guests. 我们提供快捷准确的运送行李服务给我们的客人。10. Safety is one of the most important issues to our guests; we must make sure guests luggages safety.安全对我们的客人最重要，我们要保证客人行李的安全。11. Increase guest satisfaction.增加客人的满意度。12. Demonstrate my professionalism.展示我们的专业性。WHAT / STEPS步骤HOW/ STANDARDS怎样做/标准TRAINING QUESTIONS问题1) Escort Guest to Reception陪同客人去接待处Bellman should always escort the guest to the Front Desk and introduce the guest to the Front Desk Agent.行李员应总是陪同客人去往前台并介绍给前台接待员。Familiarize yourself with the guest name and introduce the guest to the Front Desk.如熟知客人的姓名要把客人介绍给前台接待。When the guest were keeping in the front desk or ECF for check in, we should leading the guest在前台或行政酒廊客人比较多时，疏导客人。Open the elevator for guest and show the guests the way to his room when he doesnt need any other help. 如客人不需要送到房间时，为客人开电梯并告知下电梯后应该走的方向。When guests were keeping for check in, we can provide kindly service to him.(newspaper, water)如遇客人入住等候时向其提供服务。（报纸、水）Take the ashtray or lighting when guest smoke.主动为客人点烟和拿烟缸。Why do we need to introduce the guest to the Front Desk Agent?为什么需要介绍客人给前台接待员？2) Handling luggage行李处理Luggage always needs to be well secured. 行李需要很好看护。Never leave guest luggage unattended.永远不要将行李留在不能注意到的地方。After registration, obtain the room number from the Front Desk.登记后，从前台获得房号。Verify the room number and write it on the luggage ticket.确认房号并写在行李签上。Identify the guests luggage and deliver to the guests room without delay.识别客人的行李要送到房间，不要拖延时间。Help with guest to clean and fix luggage.帮助客人清洁和简单修理行李。Why should we never leave the luggage unattended?为什么我们永远不要将行李留在不能注意到的地方呢？3) Deliver luggage to guest room 递送行李到客人房间Once in front of the correct room, knock on the door and announce yourself to the guest.进入房间前，要敲门并告知客人自己身份。Greet the guest by name and introduce yourself. 称呼客人姓名问候客人并介绍自己。Maintain eye contact and smile.目光注视客人并保持微笑。After entering the room, gently retrieve the luggage rack from the closet and put the luggage on top with the locks facing towards you.进入房间后，轻轻地从行李车上取出放在房间的行李架上。Neatly and carefully hang garment bags either inside the closet or on the luggage rack.小心悬挂衣服放在壁橱或行李架上。Why does the guest need to know who we are?为什么我们要让客人知道我们是谁呢？Where should we put the luggage?我们应该把行李放在那里？Why do we need to place Suites in the wardrobe?为什么我们需要把套装挂到壁橱里呢？4) Introduce hotel & room facilities介绍酒店和房间设备Explain the hotels facilities such as Restaurant, Business center, Spa, In-Room Dining, etc.介绍酒店设备 , 比如餐馆，商务中心，水疗中心,送餐服务 等等。Inform the guest about theMini bar, climate control, light switches and bedside control, laundry/dry cleaning supplies and TV.告诉客人关于小酒吧，温度控制，照明开关和床头柜控制，水洗/干洗服务/电视。At least one F&B outlet must be promoted during rooming process. Breakfast venues need to be explained.在引导客人入房过程中至少要介绍一个酒店的餐厅同时需要告知客人早餐地点。Advise guest of nearest emergency exits.告诉客人最近的紧急通道在哪里。Why do we need to explain the hotel facilities to the guest?为什么我们需要把酒店的设施介绍给客人？Which room facilities should we introduce to the guest?哪些房间设施我们需要介绍给客人呢？Why do we need to advise the emergency exits to guest?为什么要告诉客人紧急通道在那里呢？4) Leaving guest room 离开客人房间Offer additional assistance.提供其它帮助。Wish the guest an enjoyable stay and then leave the room.祝愿客人居住愉快后再行离开。Return to the lobby without delay.不要耽误时间立刻回到大堂。What additional assistance can be offered?还能提供什么帮助？Summary questions 问题摘要：1. Why do we need to introduce the guest to the Front Desk Agent?为什么我们需要介绍前台接待员给客人认识？2. Why does the hotel strongly emphasis that luggage should not be unattended?为什么酒店强调行李不能没有人看管呢？3. Where is luggage placed when delivering it to the guest room? Is there anything else which needs to be done other than delivering it at this stage?当行李到达客人房间时应放在那里？在运送行李的过程中还有什么是你需要做的？4. Which room facilities should we introduce to the guest?哪些房间设备需要介绍给客人呢？5. When leaving a guest room what additional assistance may a guest want?当离开客人房间时还能提供什么额外服务？How ask the Trainee to practice the whole task from start to end to test competency. 现在开始对员工进行该题目的整体练习并测试员工的接受能力STANDARD OPERATING PROCEDURE标准运营程序HANDLING LUGGAGE UPON DEPARTURE 离店行李处理Task Number题目编号: CON-0004Department部门： Concierge 礼宾部Date Issued颁布日期：May 2008 二零零八年五月Guest Expectation客人期望: I expect that the Bellman will come to my room to pick up my luggage promptly, and my luggage will be carefully handled.我期望行李员可以尽快到房间帮我把行李收走。Time to Train培训时长: 30 minutes 三十分钟Why is this task important for you and our guests?为什么这个培训对你和我们的客人都非常重要？Answers 回答：13. We must provide a prompt and accurate luggage service to our guests. 我们必须提供快捷准确的行李运送服务给我们的客人。14. Safety is one of the most important issues to our guests; we must ensure guests luggage is safe.安全问题对我们的客人最为重要; 我们也要确保他们的行李安全。15. Increase guest satisfaction. 增加客人的满意度。16. Demonstrate my professionalism.展示我们的专业性。WHAT / STEPS步骤HOW/ STANDARDS怎样做/标准TRAINING QUESTIONS问题1) Receive request and make record接到请求后要记录下来Upon receiving a checkout request, the following information is required:1. Room number2. How many bags3. If storage is needed在接受C/O请求之后必须纪录下来：1. 房号2. 行李件数3. 是否需要寄存Log the “luggage down request” in the logbook. 记录在提取行李本上。Concierge must note the following information in their Logbook. -Room Number -Departure Time -Number of pieces 礼宾部一定要把以下信息记录下来：房号离店时间件数Which information do we need to require? 哪些是我需要的信息？Which information do we need to note down?哪些信息需要记录下来？2) Preparation 准备工作The bellman should inform front desk to prepare bill when the guest luggage down.当客人打电话通知礼宾部下行李时，行李员告知前台准备帐单。The Bellman must arrive within 5 minutes of a call to collect bags. 行李员要在5分钟之内取收集行李。Give the guest an estimated time. 给客人一个时间范围。If guest needs to store the luggage, verify space in the luggage storage room, retrieve appropriate ticket from the slot at the desk. Deliver the ticket to the guest room.如果客人需要寄存行李，首先要确认行李房空余的空间，找到适当的空间并带行李寄存单去房间。Take a luggage trolley, if needed and proceed to the room. 推着行李车，如果需要在进入房间。Luggage trolley must be polished and kept clean and shining.行李车一定要擦亮保持干净光亮如新。Why do we need to give guest an estimated time?为什么要给一个客人时间范围？Why do I need to verify space in the luggage room first?为什么要先确认行李房的空间？Why is it important to have the equipment clean?为什么保持设备干净很重要？3) Collect luggage from room从房间收集行李Once at the door, knock and announce yourself.先敲门并报出自己的身份。Upon opening the door, greet the guest by name and introduce yourself.开门后，称呼客人的名字问候客人并自我介绍。Good Morning/afternoon/evening my name is I am here to collect your luggage.早上好/下午好/晚上好我叫。我是来取您的行李的。After entering the room, retrieve luggage as instructed by the guest. 进入房间，根据客人指示收集行李。If storage has been requested, fill out the ticket as outlined above and hand the guest his part of the ticket. 如果需要寄存，填妥行李寄存单把其下联给客人。Take the luggage to the hotel lobby and store it in the appropriate storage section, or proceed to the hotel entrance for departure.行李运送到大堂寄存在适当地点或到门口等候客人的离开。Reminding guest to check his luggage left in the safe box or not when the bellman down luggage.当行李员到客人房间下行李时，提醒客人是否在保险箱里存有物品。Why do we need to announce ourselves?为什么我们要告知客人我们部门？DRILL LANGUAGE/BODY LANGUAGE使用身体语言？Why does the guest need a ticket?为什么客人还需要行李寄存单呢？Summary questions 问题摘要：1. What information do we need to require prior to picking up luggage from a guest room? 在去客人房间取行李前我们需要什么信息？2. Why do we need to give the guest an estimated time of pick up? 为什么要给一个客人时间范围？3. Why do we need to announce ourselves at the guest door? 为什么我们要通知客人我们部门？Now ask the Trainee to practice the whole task from start to end to test competency.现在开始对员工进行该题目的整体练习并测试员工的接受能力STANDARD OPERATING PROCEDURE标准运营程序LUGGAGE STORAGE & RETRIEVAL 存取行李Task Number题目编号: CON-0006Department部门： Concierge 礼宾部Date Issued颁布日期：May 2008 二零零八年五月Guest Expectation客人期望: I expect that the hotel can provide luggage storage, and all my luggage will be handled carefully and stored in the storage room to ensure its safety.我期望酒店提供寄存行李服务，并妥善保管我的行李确保行李的安全。Time to Train培训时长: 30 minutes 三十分钟Why is this task important for you and our guests?为什么这件培训对你和我们的客人都非常重要？Answers 回答：17. We must provide a prompt and accurate luggage storage service to our guests.我们提供快捷准确的行李寄存服务给客人。18. Safety is one of the most important issues to our guests; we must make sure their luggage is stored safely.安全问题对我们的客人最为重要; 我们要确保客人的行李寄存的安全。19. Increase guest satisfaction.增加客人的满意度。20. Demonstrate my professionalism.展示我们的专业性。21. Protects ourselves from claims of theft or losing guests luggage if we have a system which is followed by everyone.如果有这样一项政策，可以保护我们自己以防万一行李被窃或遗失的情况发生。WHAT / STEPS步骤HOW/ STANDARDS怎样做/标准TRAINING QUESTIONS问题1) Receiving request for luggage storage要求行李寄存Greet the guest and inquire if any help is needed.问候客人并询问客人是否需要帮助。