【正文】 幫助拿行李I(lǐng)f there is luggage, be proactive and offer assistance with the luggage.如有行李，要主動(dòng)積極地協(xié)助客人提取行李。When the VIP arrival, the bell man should be assist doorman to open another door (Limo/Taxi).在有VIP 抵店時(shí)，除一名門童外應(yīng)有一名行李員在車道另一側(cè)共同迎接。4. Increase the GSTS score.提高“賓客滿意度調(diào)查”分?jǐn)?shù)。2. The first impression is the most important experience to our guests. 第一印象對(duì)我們的客人非常重要。STANDARD OPERATING PROCEDURE標(biāo)準(zhǔn)運(yùn)營(yíng)程序DOORMAN GUEST ARRIVAL 門童－客人到達(dá)Task Number題目編號(hào): CON0001Department部門： Concierge 禮賓部Date Issued頒布日期：May 2008 二零零八年五月Guest Expectation客人期望: I expect that I get a warm wele from the first point of contact with the hotel which is often the Doorman. The Doorman should open my car door and help me unload my luggage. He should also open the Hotel Door.我期望第一時(shí)間酒店的門童可以過來歡迎我，替我打開車門并幫我拿行李，他也要把酒店的大門打開。Time to Train培訓(xùn)時(shí)長(zhǎng): 30 minutes 三十分鐘Why is this task important for you and our guests? 為什么這個(gè)培訓(xùn)對(duì)你和我們的客人都非常重要？Answers 回答: 1. We must wele every one of our guests. 我們必須對(duì)每一位客人都表示歡迎。3. Demonstrate my professionalism.展示我們的專業(yè)性。WHAT/STEPS步驟HOW/ STANDARDS怎樣做/標(biāo)準(zhǔn)TRAINING QUESTIONS問題1) Wele guest 歡迎客人Upon a car approaching the hotel entrance, proceed to open the back door (Limo/Taxi) or Front Door (Private car) to assist the guest.在車輛靠近酒店入口時(shí),我們應(yīng)打開后門 (豪華轎車/出租汽車) 或前門 (私人的汽車) 協(xié)助客人。Wele the guest to the hotel and ask if luggage is in the trunk.在歡迎客人的同時(shí)詢問是否有行李在后備箱里。行李如損壞要告知客人。Be careful not to damage any luggage especially leather bags.注意小心不要損壞到客人的皮革行李。Take a luggage ticket and write the number of bags on the bottom of luggage ticket.取一張行李寄存單在下半部分記錄行李件數(shù)。Bellman positioned at the Front Door will bring the luggage trolley into the lobby and place it together in Luggage Storage area.行李員在酒店大門把行李放在行李車上一起帶進(jìn)行李儲(chǔ)存區(qū)并放置它。( 何處可用) The car key needs to be returned to the Concierge or Doorman and put in the key cabinet.停車后車鑰匙需要收回并放到鑰匙柜里。What should we issue to the guest who request car parking?我們要給請(qǐng)求停車的客人什么？Why do we need to return the key to the Doorman or Concierge?為什么我們要收回停車后的鑰匙呢？Does the car need to be locked?汽車需要鎖嗎？4) Other service 其它服務(wù)Doorman can provide autoroute information to our customers.門童可以提供給我們的客戶一些道路信息。Reminding the guest get receipt from TAXI and double check their stuff on the TAXI.提醒客人遺落在車上的物品和索要出租車的發(fā)票。Reminding the guest hotel have shoe shine service and laundry service when the weather is not good.如遇天氣不好，提醒客人酒店有擦鞋和洗衣服務(wù)。Giving the guest specific direction when guest need help.( example: the ballroom located on 5 floor, go out the elevator turn right, it is behind business center.)如果客人想到酒店的某一地方，我們不僅要告知客人在幾層，并且要說出具體地點(diǎn)。Why does the Doorman need to provide autoroute information to the customer?為什么門童要提供道路信息給我們的客戶？Summary questions 問題摘要:1. Which door should we open first when passengers are seated in the front and back? 當(dāng)前排和后排都有乘客時(shí)，我們應(yīng)該首先打開哪一門?2. a) What is particularly important about the Doorman’s body language? 門童的肢體語言有什么獨(dú)特的？b) What qualities should a Doorman possess (alertness, appropriateness)?一個(gè)門童應(yīng)有些什么特性(機(jī)靈的,得體的)？c) What specifically do you say when verifying numbers of luggage?當(dāng)確認(rèn)行李數(shù)量時(shí)你要說什么？3. a) What is issued to the guest who requests car parking? 如果客人要求停車，應(yīng)該給客人提供什么？b) Are cars locked after being parked? 汽車在停好后需要鎖嗎？4. What is “auto route” information and who is it issued to?什么是道路信息還有是誰告知客人的？Now ask the Trainee to practice the whole task from start to end to test petency.現(xiàn)在開始對(duì)員工進(jìn)行該題目的整體練習(xí)并測(cè)試員工的接受能力STANDARD OPERATING PROCEDURE標(biāo)準(zhǔn)運(yùn)營(yíng)程序DOORMAN – GUEST DEPARTURE 門童 – 客人離店Task Number題目編號(hào): CON0002Department部門： Concierge 禮賓部Date Issued頒布日期：May 2008 二零零八年五月Guest Expectation客人期望: I expect the Doorman to bid me farewell and to help me with my luggage and transportation arrangements. Using my name provides me with extra recognition and is always appreciation. 我期望門童能幫我拿行李并安排好車輛并禮貌的與我告別。6. The Guests last impression is very important. 最后印象對(duì)客人也很重要。8. Demonstrate my professionalism.展示我們的專業(yè)性。Guest last’s impression is very important.最后印象對(duì)客人也非常重要。Inform Driver of destination.告訴司機(jī)目的地。Ensure all the luggage has been placed into the car by asking the guest to verify his lu