【正文】 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。 Queen of Thailand). 迎接客人時(shí)要彎腰，眼睛要注視對(duì)方（泰國(guó)國(guó)王、王后除外）。 Courtesy standards when addressing a guest 稱呼客人時(shí)的禮貌標(biāo)準(zhǔn) 如果對(duì)客人名字和頭銜的正確性有任何疑問，請(qǐng)與預(yù)定部和銷售部核實(shí)。 2) Guest name 客人名字 I want to maintain InterContinental Hotel high standards by addressing guests 。 3.STANDARD OPERATING PROCEDURE 標(biāo)準(zhǔn)操作程序 ADDRESSING A GUEST 正確稱呼客人 Task Number: 任務(wù)號(hào)： BUT0001 Department: 部門： Butler Date Issued: 制定日期： August 2005 2005年8月 Guest Expectation: 客人期望： I expect to be addressed correctly and politely and I expect my Butler to be able to pronounce and remember my name. 希望能準(zhǔn)確、禮貌的稱呼我, 能正確地叫出并記住我的名字。 Inform Executive Office about serious plains. Executive Housekeeper and laundry Manager should ascertain with GM what constitutes “serious” 對(duì)于嚴(yán)重的投訴須通知行政辦公室。Why do I need to do this? 為什么我需要這樣做？ WHAT/ STEPS 步驟 HOW/ STANDARDS 如何做/標(biāo)準(zhǔn) TRAINING QUESTIONS 培訓(xùn)問題 Why do I need to report this to my supervisor? 為什么我需要將這報(bào)告我的主管呢？ To resolve a plaint, check with Supervisor before you take any action. 為了解決投訴，你需要在采取行動(dòng)前，與主管協(xié)商。 Never blame workmates. 不能責(zé)怪同事。 Don’t argue with the It should be well understood what the problem exactly 。 When we do our job well, it shows we are ，這能體現(xiàn)出我們的專業(yè)水準(zhǔn)。 2. Time to Train: 培訓(xùn)時(shí)間: 25 minutes 25分鐘 Why is this task important for you and our guests? 為什么這項(xiàng)任務(wù)對(duì)你及我們的客人都如此重要？ Answers: 回答 ： 1. Leave the room 離開房間 Whilst greeting arriving guests, the butler will offer plimentary coffee, tea, or soft drinks. 在迎接客人時(shí)，管家應(yīng)該給客人提供咖啡、茶或飲料。 Whilst greeting arriving guests, the butler will offer plimentary pressing and shoeshine service. 在迎接客人時(shí)，管家應(yīng)該為客人提供熨燙及擦鞋服務(wù)。Which facilities should be introduced to the guest? 應(yīng)該給客人介紹哪些設(shè)施？ 4) introduce Restaurants and Bar介紹餐廳和酒吧 emergency exits緊急出口 Present the in – room facilities 展示房間內(nèi)設(shè)施 What should be done first when entering the guest room? 進(jìn)入客人房間時(shí)首先應(yīng)該做什么？ Open the guestroom door with the guest key (making sure it works before the guest arrives), hold the door open and insert the key into the master switch. 用客人鑰匙打開客人房間（確信在客人到達(dá)前已準(zhǔn)備好房間），開門后，把鑰匙插入總的電源開關(guān)。Offer to carry his/ her coat or brief case as you escort the guest to his/her room. 陪同客人到房間時(shí)，主動(dòng)幫客人拿他的衣服和皮箱。Thank the Guest Relations Officer. 感謝對(duì)客關(guān)系協(xié)調(diào)員。 Fulfill and exceed all expectations of the guest. 超前完成客人期望。 3. Who should you contact if the room is not set up? 如果房間還沒布置好，應(yīng)該與誰聯(lián)系。 What should be checked in the room? 應(yīng)對(duì)房間的哪些物品進(jìn)行檢查？ 6. When should the room be prepared and ready for the guest arrival?客人到達(dá)前，什么時(shí)候?yàn)榭腿藴?zhǔn)備好房間？ 5. What is important about the munication with HK?與客房部聯(lián)系時(shí)，最重要的是什么？ 4. Which steps need to be followed?應(yīng)對(duì)哪些步驟進(jìn)行跟蹤？ 3. 2.怎樣檢查房間 Wele letter quality and presentation準(zhǔn)備的歡迎信及其質(zhì)量 Ensure the following: 對(duì)以下項(xiàng)目進(jìn)行確認(rèn)： When should the arrival report be checked? 什么時(shí)候查看到達(dá)報(bào)告？ 2) The guest room should be prepared according to our guest 。 3.中國(guó)管理資訊網(wǎng) 洲際酒店客房（中英文版）SOPSTANDARD OPERATING PROCEDURE 標(biāo)準(zhǔn)操作標(biāo)準(zhǔn) PREPARATION FOR A GUEST’S