洲際酒店客房中英文版資料sop-wenkub
2023-07-09 04:16:09 本頁(yè)面
【正文】 ARRIVAL 為客人的到來(lái)做準(zhǔn)備 Task Number: 任務(wù)號(hào)： BUT0007 Department: 部門(mén)： Butler Date Issued: 制定日期： August 2005 2005年8月 Guest Expectation: 客人期望： When I arrive at the hotel, I expect my room to be ready and attention to be paid to my amenities and preferences. 當(dāng)我到達(dá)酒店時(shí)，希望酒店能根據(jù)我的個(gè)人需求準(zhǔn)備好房間。 4. This is a chance to make our guest feel wele and expected. 是一次機(jī)會(huì)讓客人感到受到歡迎和期待。 Check arrival times 查看到達(dá)時(shí)間 Follow up with Housekeeping 與客房部一起追蹤 4）Check the room 檢查房間 All amenities in Club InterContinental rooms will be inspected by the Butler 管家 應(yīng)該檢查洲際俱樂(lè)部所有房間的物品。 Fruit Plate quality and presentation準(zhǔn)備的果盤(pán)及其質(zhì)量 Gift for return guest quality and presentation回頭客準(zhǔn)備的禮物及其質(zhì)量 Now ask the trainee to practice the task from start to end to test petency. 現(xiàn)在由培訓(xùn)生按照步驟從頭到尾進(jìn)行實(shí)踐操作并做測(cè)試STANDARD OPERATING PROCEDURE 標(biāo)準(zhǔn)操作程序 ROOMING A GUEST 引導(dǎo)客人到房間 Task Number: 任務(wù)號(hào)： BUT0008 Department: 部門(mén)： Butler Date Issued: 制定日期： August 2005 2005年８月 Guest Expectation: 客人期望： I expect a friendly, efficient and unobtrusive rooming experience. If I am a regular, I may not want this courtesy. 希望能友好、有效、不唐突地被引到房間，如果我是長(zhǎng)客，不需要此項(xiàng)服務(wù)。 4. I can increase our GSTS score. 提升客人意愿調(diào)查系統(tǒng)的得分。 Greeting at the elevator 在電梯處迎接客人 How should the guest be addressed? DRILL LANGUAGE/BODY LANGUAGE 怎樣跟客人打招呼？ 訓(xùn)練語(yǔ)言/身體語(yǔ)言 2) If the bellman arrives after you have begun “The Presentation”, let him in and stand as he places the luggage. Continue after he exits the room. 如果行李員在你已經(jīng)開(kāi)始“介紹”時(shí)到達(dá)，讓行李員進(jìn)入房間，站在旁邊等行李員放好行李出門(mén)后，再繼續(xù)你的“介紹”。Do not assume that the guest has time for a full presentation. Ask the guest as follows: “May I take a few moments to explain the features of your room?” 不要假設(shè)客人都有時(shí)間去了解房間內(nèi)的設(shè)施，詢問(wèn)客人如下：“能占有您一會(huì)兒時(shí)間來(lái)替您介紹房間內(nèi)的設(shè)施嗎？” technology information regarding internet access有關(guān)上網(wǎng)的信息 Introduce Club services and advantages 介紹俱樂(lè)部服務(wù)及優(yōu)勢(shì) During the rooming, the butler will offer to take coats and hang them in the closet. 在客人到達(dá)房間時(shí)， 應(yīng)該為客人拿衣服并把衣服掛到衣柜里。 Make sure that all the guest’s questions have been answered and offer additional services. 確信已回答完所有客人疑問(wèn)并提供了額外服務(wù)。 Follow up 跟蹤 This can increase our 。 WHAT/ STEPS 步驟 HOW/ STANDARDS 如何做/標(biāo)準(zhǔn) TRAINING QUESTIONS 培訓(xùn)問(wèn)題 Maintain eye contact with the guest if not on the ，保持與客人眼神交流。What are the points to take in consideration When a guest plains? 客人投訴時(shí)須注意什么？ Why do I need to apologize if it was not my mistake? 為什么不是我犯的錯(cuò)也仍要向客人道歉呢？ Why should I not blame a colleague? 為什么我不能責(zé)備同事呢？ 3) Take immediate action 立即采取行動(dòng) Tell the guest immediately what action you are going to take. 立即告訴客人你將怎么做。 4) Follow up 跟進(jìn) 行政管家和洗衣房經(jīng)理應(yīng)該與總經(jīng)理確定為什么會(huì)有那么嚴(yán)重的投訴 Time to Train: 培訓(xùn)時(shí)間： 30 minutes 30分鐘 Why is this task important for you and our guests? 為什么這項(xiàng)任務(wù)對(duì)你和我們的客人都很重要。 4. I can show my 。Print next day arrival report in the afternoon and check all VIP, Suite room and Club InterContinental guest names. 下午打印出第二天的人員到達(dá)報(bào)告，檢查所有的重要客人及隨同人員房間，洲際俱樂(lè)部客人名單 When do we check the guest names? 我們?cè)谀睦餀z查客人名單？ These are the titles as they have to be used to address our guests: 稱呼客人的頭銜： 1. A KIN
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