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T ASK N UMBER :BUT-0008任务号：D EPARTMENT:Butler部门：D ATE I SSUED :August 2005制定日期：2005年月GI expect a friendly, efficient and unobtrusive rooming experience. If I am a regular, I may notUESTEXPECTATION:want this courtesy.客人期望：希望能友好、有效、不唐突地被引到房间，如果我是

2、长客，不需要此项服务。T IME TO T RAIN :1 hour培训时间：1 小时Why is this task important for you and our guests?为什么这项任务对你和我们的客人都很重要？Answers:回答：1. I can ensure a smooth check in experience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 of the guest. 超前完成客人期望。4. I ca

3、n increase 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/ STEPSHOW/ STANDARDSTRAINING QUESTIONS什么/步骤怎样做/标准培训问题WHAT/ STEPSHOW/ STANDARDSTRAINING QUESTIONS什么/步骤怎样做 /标准培训问题1) Greeting at the elevatorGuest Relations Officer will present the Butler by nameWho

4、 will greet the guest at the main entrance?and pass the room key to the Butler.谁在入口迎接客人？在电梯处迎接客人对客关系协调员将会给管家客人的名字，并把钥匙给管家。Thank the Guest Relations Officer.感谢对客关系协调员。Bow slightly, and address the guest as follows:“Welcome (back) to InterContinentalMrs. XXX ”How should the guest be addressed? DRILL L

5、ANGUAGE/BODY LANGUAGE怎样跟客人打招呼？训练语言 / 身体语言., Mr./轻度弯腰，跟客人打招呼：“XXX 先生，欢迎来到洲际酒店。 ”Offer to carry his/ her coat or brief case as you escortthe 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。2)Show the roomOpen the guestroom door with the guest key (makingsure it works before the guest arrives), hold the d

6、oor展示房间open and insert 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 proceedaccording to one of the following scenarios:先让客人进入房间，按照下列其中一种设想进行：What 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 don

7、e if the bellman is in front of the door?当行李员已等候在门前时，应该怎么做？- If the bellman is waiting in front of the door,let hi m in the room. Do not begin“ Thepresentation” until the bellman has finishedplacing the luggage. Begin“ The Presentation”as soon as the bellman 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

8、“介绍”。- If the bellman arrives after you have begun“ The Presentation” , let him in and stand as heplaces the luggage. Continue after he exits theWHAT/ STEPSHOW/ STANDARDS什么 / 步骤怎样做 /标准room.TRAINING QUESTIONS培训问题3) Present the in room facilities展示房间内设施4) Offer services提供服务如果行李员在你已经开始“介绍”时到达，让行李员进入房间，

9、站在旁边等行李员放好行李出门后，再继续你的“介绍”。The bellman will usually receive a gratuity. Allow the guest time to give it to him, but do not pause too long, look or seem interested in the gratuity given to the bellman.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，显得对给行李员的小费表示感兴趣。Do not assume that the guest has time for a full pres

10、entation. 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 includes 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- emergency exits紧急出口- technology information reg

11、arding internet access有关上网的信息- power supply 电源配备- introduce the I SPA 介绍水疗- introduce Restaurants and Bar介绍餐厅和酒吧- Introduce Club services and advantages介绍俱乐部服务及优势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 complimentary

12、 pressing and shoeshine 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.Do all guests receive an introduction to the room? 所有的客人都需要对房间做出介绍吗？Which facilities should be introduced to the guest? 应该给客人介绍哪些设施？Which services should be off

13、ered?应该提供哪些服务？WHAT/ STEPSHOW/ STANDARDSTRAINING QUESTIONS什么/步骤怎样做 /标准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 rooming, the butler will explain theoperation of the Instant Service Button.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 offerunpacking services.在迎接客人时，管家应该提供

14、行李服务。Whilst greeting arriving guests, the butler will offercomplimentary coffee, tea, or soft drinks.在迎接客人时，管家应该给客人提供咖啡、茶或饮料。5)Leave the roomMake sure that all the guest s questions haveWhatbeen should be asked before leaving the guest room?answered and offer additional services.在离开客人房间前，应做些什么？离开房间确

15、信已回答完所有客人疑问并提供了额外服务。6)Follow upAll the guest s requests need to be followed up withWthate happens when are not?appropriate departments.当没有追踪时，会发生什么？跟踪与主管部门一起对客人要求进行追踪Summary questions: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?为什么带客人到房