RoomingaGuest引到客人到房间

1、 STANDARD OPERATING PROCEDURE 标准操作程序 ROOMING A GUEST 引导客人到房间 Task Number : 任务号： BUT-0008 Department : 部门： Butler DATE ISSUED： 制定日期： August 2005 2005年8月 Guest Expectation : 客人期望： I expect a frien dly, efficie nt and un obtrusive roo ming experie nee. If I am a regular, I may no want this courtesy. 希望

2、能友好、有效、不唐突地被引到房间，如果我是长客，不需要此项服务。 TIME TO T RAIN : 培训时间： 1 hour 1小时 Why is this task importa nt for you and our guests? 为什么这项任务对你和我们的客人都很重要？ An swers: 回答： 1. I can ensure a smooth check in experienee确保客人顺利登记。 2. I am able to provide personalized service.提供个性化服务。 3. Fulfill and exceed all expectations

3、 of the guest.超前完成客人期望。 4. I ca n in crease our GSTS score提升客人意愿调查系统的得分。 5. The guest will feel expected and welcomed客人感到被受到欢迎及期待。 WHAT/ STEPS 什么/步骤 HOW/ standards 怎样做/标准 training questions 培训问题 WHAT/ STEPS 什么/步骤 HOW/ STANDARDS 怎样做/标准 TRAINING QUESTIONS 培训问题 1) Greet ing at the elevator 在电梯处迎接客人 Gue

4、st Relati ons Officer will prese nt the Butler by n ame and pass the room key to the Butler. 对客关系协调员将会给管家客人的名字，并把钥 匙给管家。 Who will greet the guest at the main entrance? 谁在入口迎接客人？ 2) Show the room 展示房间 Thank the Guest Relati ons Officer. 感谢对客关系协调员。 Bow slightly, and address the guest as follows: Welco

5、me (back) to In ter Continen tal Mrs. XXX ” 轻度弯腰，跟客人打招呼：“XXX先生，欢迎来 到洲际酒店。” .,M Offer to carry his/ her coat or brief case as you escort the guest to his/her room. 陪同客人到房间时，主动帮客人拿他的衣服和皮 箱。 Open the guestroom door with the guest key (mak ing sure it works before the guest arrives), hold the door ope n

6、 and in sert the key into the master switch. 用客人钥匙打开客人房间(确信在客人到达前已 准备好房间)，开门后，把钥匙插入总的电源开 关。 Allow the guest enter the room first and proceed accord ing to one of the follow ing seen arios: 先让客人进入房间，按照下列其中一种设想进 行： How should the guest be addressed? DRILL LANGUAGE/BODY LANGUAGE 怎样跟客人打招呼？ 训练语言/身体语言 Wha

7、t should be done first when entering the guest room? 进入客人房间时首先应该做什么？ What should be done if the bellma n is in front of the door? 当行李员已等候在门前时，应该怎么做？ he d sen tati on” - If the bellman is waiting in front of the door, let hi m in the room. Do not begi n“ T prese ntati on ” un til the bellma n has fin

8、i she placi ng the luggage. Begi n“ The Pre as soon as the bellma n exits. 如果行李员已在门前等候，让他进入房 间，等到行李员放好行李出门后，再开始 “介绍”。 - If the bellma n arrives after you have begu n as he “ The Presentation”，let him in and stand places the luggage. Continue after he exits the WHAT/ STEPS 什么/步骤 HOW/ STANDARDS 怎样做/标准

9、 TRAINING QUESTIONS 培训问题 room. 如果行李员在你已经开始“介绍”时到 达，让行李贝进入房间，站在旁边等行李贝 放好行李出门后，再继续你的“介绍”。 The bellma n will usually receive a gratuity. Allow the guest time to give it to him, but do not pause too long, look or seem in terested in the gratuity give n to the bellma n. 行李员通常会收到小费，留给客人时间给行李员 小费，但时间不要过长，显

10、得对给行李员的小费 表示感兴趣。 3) Present the in -room facilities 展示房间内设施 Do not assume that the guest has time for a full prese ntati on. Ask the guest as follows: “ May I take a few moments to explain the features of your room? ” 不要假设客人都有时间去了解房间内的设施，询 问客人如下：“能占有您一会儿时间来替您介绍 房间内的设施吗？” Guest orientation always inc

11、ludes instructions about 客人一般会倾向于对以下物品的用法说明： - temperature control 温度的控制 - emerge ncy exits 紧急出口 - tech no logy in formatio n regard ing internet access有关上网的信息 - power supply电源配备 -introduce the I SPA 介绍水疗 -in troduce Restaura nts and Bar介 绍餐厅和酒 吧 - In troduce Club services and adva ntages 介绍俱乐部服务及优势

12、 Do all guests receive an in troduct ion to the room? 所有的客人都需要对房间做出介绍吗？ Which facilities should be in troduced to the guest? 应该给客人介绍哪些设施？ 4) Offer services 提供服务 Ice will be offered to all guests or pre-set in room. 为所有客人提供或预先准备冰冻食品。 Whilst greeting arriving guests, the butler will offer complime nta

13、ry press ing and shoeshi ne service. 在迎接客人时，管家应该为客人提供熨烫及擦鞋 服务。 During the rooming, the butler will offer to take coats and hang them in the closet. Which services should be offered? 应该提供哪些服务？ WHAT/ STEPS 什么/步骤 HOW/ STANDARDS 怎样做/标准 TRAINING QUESTIONS 培训问题 在客人到达房间时，应该为客人拿衣服并把衣服 挂到衣柜里。 During the room

14、ing, the butler will explain the operati on of the In sta nt Service Butt on. 在客人到达房间时，管家应该给客人解释怎样操 作紧急按钮。 Whilst greeting arriving guests, the butler will offer un pack ing services. 在迎接客人时，管家应该提供行李服务。 Whilst greeting arriving guests, the butler will offer complimentary coffee, tea, or soft drinks.

15、 在迎接客人时，管家应该给客人提供咖啡、茶或 饮料。 5) Leave the room 离开房间 Make sure that all the guest s questions ha、 an swered and offer additi onal services. 确信已回答完所有客人疑问并提供了额外服务。 /eWbehshould be asked before leavi ng the guest room? 在离开客人房间前，应做些什么？ 6) Follow up 跟踪 All the guest s requests need to be followed up w appro

16、priate departme nts. 与主管部门一起对客人要求进行追踪 itWthat happe ns whe n are not? 当没有追踪时，会发生什么？ Summary questio ns: 问题概述： 1. Where should the Butler wait for the Guest?管家应该在哪里等客人？ 2. Which steps need to be followed when checking the guest in在客人登记时，应做哪些步骤？ 3. Why is it important that we take the guest to the room?为什