门僮服务程序

门僮服务程序主题：门僮服务Subject:doormanservice参考号：XX-XX-002Ref:XX-XX-002目的OBJECTIVE规范门前工作的细节，保证来临的客人第一时间地感受到酒店的亲切、热情的到店服务Regularizeworkingdetailsofhotelfrontarea,makesureguestsfeelwarmandhospitableoncetheygethotel流程PROCEDURES1.当客人乘坐的车辆抵近时，站外车道的门僮要主动为司机打手势，以便汽车停在适当的位置。待车停定后，门童应迅速走近开启汽车门的最佳位置，热情相迎（微笑），拉开车门，向客人表示欢迎（讲敬语、问好），先开前门，再开后门，然后站在后门为客人服务。Doormansignalsdrivertoparkatproperplacewhenguest’svehiclecomes.Whenthevehiclestops,gotothebestplacetosmileandopenthedoorfortheguest,andhavegreetingstotheguest,toopenthefrontdoorfirst,thenbackdoor,thenserveguestatthebackdoor.2.动作应是左手拉开车门，右手遮挡于车门框上沿（泰国客人除外），以防客人头部与汽车门框相碰，并提醒客人注意。Openthedoorwithlefthand,coverthetopofthevehiclewithrighthand(exceptpeoplefromThiland)andtellguesttobecareful,incasetoletguestbumpintothevehicle.3.对于年老或行动不便的客人，拉开车门后，要主动搀扶其下车。Foroldorthosewhohaveprobleinwalking,openthedoorandsupportthemwithhandstogetoutofthevehicle.a) 如果客人手上拿的东西太多，应主动接过来，以方便客人下车。Ifguesthasmanythingsinhishand,helphimtocarrythingswhenhegetsoutofthevehicle.b) 如果车上装有行李，即招呼门口行李员为客人搬运行李。Ifthereisluggage,callforluggagemantocarrytheluggage.c) 询问客人是否要住店，并转告行李员。Askguestifhewillstyinthehotel,thenletluggagemanknow.d) 如暂时没有行李员，应主动帮助客人将行李卸下，当面和客人点清件数，把行李搬入大堂，并告诉行李员行李件数，如无行李生则与领班交接，然后迅速返回工作岗位。Ifthereisnoluggagemanatthattime,helpguesttotakeofftheluggage,counttheminfrontoftheguest,takethemtothelobby,tellluggagemanthenumber.Ifthereisnoluggagemman,telltheheadoftheshift,thengobacktowork.e)登记车号卡转交给客人。Registervehiclenumberandhandintotheguest.4．客人离店时，门童应主动上前向客人打招呼，问客人去处并代客人叫车，打手势引导车辆停在适当位置。请客人上车，并告诉司机客人的去处，向客人道别。Whenguestleavesthehotel,doormanshouldsaygoodbyetoguest,asktheguestwheretogo,andhelphimtogetavehicle.Openthedoorfortheguest,telldriverwheretogo,saygoodbyetotheguest.a)动作应是左手拉门，右手遮挡于车门门框上沿，以防客人头部与汽车门框相碰，并提醒客人注意。Openthedoorwithlefthand,coverthetopofthevehiclewithrighthand(exceptpeoplefromThiland)andtellguesttobecareful,incasetoletguestbumpintothevehicle.b)对于年老或行动不便的客人，拉开车门后，要主动搀扶其上车。Foroldorthosewhohaveprobleinwalking,openthedoorandsupportthemwithhandstogetintothevehicle.c)如果客人手上拿的东西太多，应主动接过来，征得客人同意后，把行李物品放好，并交接好件数，盖好车尾箱盖（或关好车门）。Iftherearemanythingsintheguest’shands,withtheguest’spermission,helphimputtheluggageinthevehicle,countandtellguesthowmanyitems,closethetrunk/door.d)VIP客人离店，当客人车辆启动时，应举手告别，且目送其离去以示礼貌。SolutetoVIPwhenheleaveshotel.登记车号卡呈交客人。Registervehiclenumberandgiveittotheguest.当候车人多而无车时，门僮应礼貌地请客人排队，按先后次序乘车，协助保安员维持秩序；当载客的车多而人少时，门僮应按汽车到达的先后安排客人乘车。Whentherearemanypeoplewaitingforthevehicle,doormanshouldbepoliteandtellgueststowaitinline,andasistsecurityguardtomaintainorder;whentherearemorevehiclesthanguests,doormanshouldarrangethepickingupaccordingtotheorderinline.