【正文】 is this task important for you and our guests? 為什么這項(xiàng)任務(wù)對你和我們的客人都很重要。 Answers: 回答： 1. I should be courteous to all guests. 應(yīng)該禮貌地對待客人。 2. I need to fulfill the guest expectation 應(yīng)該實(shí)現(xiàn)客人期望。 3. I want to maintain InterContinental Hotel high standards by addressing guests 。 4. I can show my 。 WHAT/ STEPS 什么/步驟 HOW/ STANDARDS 如何做/標(biāo)準(zhǔn) TRAINING QUESTIONS 培訓(xùn)問題 1) Guest name 客人名字 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，洲際俱樂部客人名單 Butler must be able to memorize and pronounce their names correctly. 需要正確地記住及拼寫他們的名字。 When do we check the guest names? 我們在哪里檢查客人名單？ Why do I have to memorize the guest name? 為什么我要記住客人名字。 2) Check the guest name and title 檢查客人名字及頭銜 Look for the guest title and name in the puter system. If there is any doubt whether the title or name is correct, contact Reservations or Sales to double check. 利用計(jì)算機(jī)系統(tǒng)尋找客人頭銜和名字。如果對客人名字和頭銜的正確性有任何疑問，請與預(yù)定部和銷售部核實(shí)。 These are the titles as they have to be used to address our guests: 稱呼客人的頭銜： 1. A KING國王 First time address as “Your Majesty”, then “ Sir” 第一次稱呼為“陛下”，然后稱為“先生” 2. A QUEEN女王 First time as “Your Majesty”, then “ Madam” 第一次稱呼為“陛下”，然后稱為“女士” 3. A PRINCESS公主 First time as “Your Royal Highness”, then “Madam” 第一次稱呼為“殿下”，然后稱為“女士” 4. A PRINCE王子 First time as “Your Royal Highness”, then “Sir” 第一次稱呼“殿下”，然后稱為“先生” 5. A ROYAL DUKE皇室公爵 First time as “Your Royal Highness”, then “Sir” 第一次稱呼為“殿下”，然后稱為“先生” 6. A DUCHESS公爵夫人 First time as “Your Royal Highness”, then “Madam” 第一次稱呼為“殿下”，然后稱為“夫人” 7. A COUNTESS伯爵夫人 First time as “Lady (first name)”, then “Madam” 第一次稱呼為名字加女士，然后稱為“夫人” 8. A BARON男爵 First time as “Lord (last name)”, then “Sir” 第一次稱呼為姓加閣下，然后稱為“先生” 9. A PRESIDENT 總統(tǒng) “Mr. President” “總統(tǒng)先生” 10. A SENATOR 議員 “Senator (last name)”姓加議員 11. AN AMBASSADOR大使 First times as “Ambassador (last name)”, then “Your Excellency” 第一次稱呼為姓加大使，然后稱為“閣下” 12. A MAYOR市長 “Mr. Mayor”“市長先生” How do we address our guests? 應(yīng)該怎樣稱呼我們的客人？ Why is it important to address guests with their title? 為什么用正確的頭銜稱呼客人很重要？ DRILL LANGUAGE/BODY LANGUAGE 訓(xùn)練語言及身體語言 3) Courtesy standards when addressing a guest 稱呼客人時(shí)的禮貌標(biāo)準(zhǔn) 1. When in doubt, address as “Sir” or “Madam” 不確定時(shí)，稱呼“先生”或“女士” 2. Never call a guest by their first name, even when asked. 永遠(yuǎn)不要用客人的名字稱呼客人，就算是被問及時(shí)。 3. Guests should be greeted with a neck bow and eye contact (except for the King amp。 Queen of Thailand). 迎接客人時(shí)要彎腰，眼睛要注視對方（泰國國王、王后除外）。 4. Never offer to shake 。 5. If a guest initiates a handshake, do so 如果客人主動(dòng)要跟你握手，才能跟客人握手。 How should we address a guest if we do not know the name or title? 在不知道客人名字或頭銜前，我們應(yīng)該怎樣稱呼客人。 Should we shake a guest’s hand? 我們應(yīng)該主動(dòng)去握客人的手嗎？ Summary questions: 問題概述: 1. How should we address our guests? 我們應(yīng)該怎樣稱呼客人。 2. What do we have to do when we do not have specific information? 當(dāng)我們沒有專門信息時(shí)，我們應(yīng)該做協(xié)商能夠做些什么？ 3. Should we always shake a guest’s hands?我們應(yīng)該主動(dòng)跟客人握手嗎 4. Which are the appropriate guest titles? 對客人的稱呼有哪些？ 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)踐操作并做測試中國管理資訊網(wǎng)