preparingforarrival客人入住前的准备工作

STANDARDOPERATINGPROCEDURE标准操作标准标准操作标准PREPARATIONFORAGUESTSARRIVAL为客人的到来做准备TASKNUMBER任务号BUT0007DEPARTMENT部门BUTLERDATEISSUED制定日期AUGUST20052005年8月GUESTEXPECTATION客人期望WHENIARRIVEATTHEHOTEL,IEXPECTMYROOMTOBEREADYANDATTENTIONTOBEPAIDTOMYAMENITIESANDPREFERENCES当我到达酒店时，希望酒店能根据我的个人需求准备好房间。TIMETOTRAIN培训时间1HOUR1小时WHYISTHISTASKIMPORTANTFORYOUANDOURGUESTS为什么这项任务对你和我们的客人都很重要ANSWERS回答1IAMABLETOENSUREASMOOTHCHECKINPROCESS,ESPECIALLYFORRETURNGUESTS按照程序进行检查，特别是回头客的房间。2THISISAGOODCHANCETOEXCEEDTHEGUESTEXPECTATIONS这是超前满足客人需求的好机会。3THEGUESTROOMSHOULDBEPREPAREDACCORDINGTOOURGUESTWISHES按照客人要求准备客房。4THISISACHANCETOMAKEOURGUESTFEELWELCOMEANDEXPECTED是一次机会让客人感到受到欢迎和期待。5IAMABLETOINCREASEOURGSTSSCORE提升客人满意度调查系统的得分。WHAT/STEPS什么/步骤HOW/STANDARDS如何做/标准TRAININGQUESTIONS培训问题1CHECKARRIVALTIMES查看到达时间CHECKONEDAYPRIORTOANDINTHEMORNINGOFARRIVALENSURETHATROOMSHAVEBEENBLOCKEDBYTHEROOMADMINISTRATOR提前一天检查第二天早上要到达的客人，确保房间服务员已锁了房间。WHENSHOULDTHEARRIVALREPORTBECHECKED什么时候查看到达报告2CHECKGUESTHISTORY查看客人档案ENSURETHATALLOFTHEGUESTWISHESAREFOLLOWEDUPUPONIFTHEGUESTISARETURNGUEST如果客人是回头客，确保对所有客人的要求进行追踪。WHYDOIHAVETOCHECKTHEGUESTHISTORY为什么需要检查客人档案。3FOLLOWUPWITHHOUSEKEEPING与客房部一起追踪COMMUNICATEARRIVALTIMESANDEXPECTEDCOMPLETIONOFROOMWITHHK传达到达时间，与客房部一起完成客人需求。4）CHECKTHEROOM检查房间ALLAMENITIESINCLUBINTERCONTINENTALROOMSWILLBEINSPECTEDBYTHEBUTLER管家应该检查洲际俱乐部所有房间的物品。ALLVIPROOMSWILLBEINSPECTEDBYTHEHEADBUTLERADDITIONALCHECKTHEROOMACCORDINGTOTHESTANDARDREQUIREMENTSOFINTERCONTINENTALHOTELSANYDISCREPANCIESARETOBECORRECTEDINORDERTOACHIEVETHATTHEROOMISREADYFORPRESENTATIONBEFORETHEGUESTARRIVES管家主管应该按照洲际酒店标准，再另外检查重要客人房间。管家在客人到达以前纠正所存在的差异，为客人准备好房间。ENSURETHEFOLLOWING对以下项目进行确认FRUITPLATEQUALITYANDPRESENTATION准备的果盘及其质量FLOWERQUALITYANDPRESENTATION准备的鲜花及其质量WELCOMECHOCOLATE/PASTRYAMENITYQUALITYANDPRESENTATION准备的欢迎巧克力/小饼干及其质量WELCOMELETTERQUALITYANDPRESENTATION准备的欢迎信及其质量GIFTFORRETURNGUESTQUALITYANDPRESENTATION回头客准备的礼物及其质量ALLOFTHEGUESTSSPECIALREQUIREMENTSAREFOLLOWEDUPUPON跟踪所有顾客的特殊要求WHICHROOMSNEEDTOBEINSPECTEDBYTHECHIEFBUTLER主管需要检查哪些房间HOWSHOULDTHEROOMSBECHECKED怎样检查房间WHATNEEDSTOBECHECKEDINTHEROOMS检查房间时应对哪些地方进行检查。SUMMARYQUESTIONS问题概述1WHICHROOMSNEEDTOBEPREPAREDANDCHECKEDBYTHEBUTLER管家应准备和检查哪些房间。2WHICHSTEPSNEEDTOBEFOLLOWED应对哪些步骤进行跟踪3WHATISIMPORTANTABOUTTHECOMMUNICATIONWITHHK与客房部联系时，最重要的是什么4WHENSHOULDTHEROOMBEPREPAREDANDREADYFORTHEGUESTARRIVAL客人到达前，什么时候为客人准备好房间5WHATSHOULDBECHECKEDINTHEROOM应对房间的哪些物品进行检查6WHOSHOULDYOUCONTAC