【正文】 ggage.確認所有行李件數(shù)并跟客人核對行李都已裝在后備箱里。What do you say when opening the door for the guest?當為客人開車門的時候，你應(yīng)該說什么？5) Extra service 更多的服務(wù)Always give a taxi card (in local dialect) to ensure correct destination.給客人一張酒店卡并寫下正確的目的地。Why are taxi cards needed in some locations?為什么出租車卡上要有目的地？Summary questions 問題摘要：1. What role does the Doorman play on a guest departure? 門童在客人離開前扮演的是什么角色？2. What is the procedure for calling a taxi? 叫出租車的程序是什么？3. Why do we need to verify the luggage with the guest? 為什么我們需要與客人核對行李？4. What do you say when opening the door for the guest? 當為客人開車門的時候你說什么？5. Where are taxi cards obtained from and who are they given to?怎樣填寫酒店卡片并且需要提供給哪些客人？Now ask the Trainee to practice the whole task from start to end to test petency.現(xiàn)在開始對員工進行該題目的整體練習(xí)并測試員工的接受能力STANDARD OPERATING PROCEDURE標準運營程序HANDLING LUGGAGE UPON ARRIVAL 抵店行李處理Task Number題目編號: CON0003Department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 my luggage to be sent to my room as soon as possible, and my luggage to be carefully handled.我期望對我的行李小心提取并盡快的送到我的房間。10. Safety is one of the most important issues to our guests。11. Increase guest satisfaction.增加客人的滿意度。WHAT / STEPS步驟HOW/ STANDARDS怎樣做/標準TRAINING QUESTIONS問題1) Escort Guest to Reception陪同客人去接待處Bellman should always escort the guest to the Front Desk and introduce the guest to the Front Desk Agent.行李員應(yīng)總是陪同客人去往前臺并介紹給前臺接待員。When the guest were keeping in the front desk or ECF for check in, we should leading the guest在前臺或行政酒廊客人比較多時，疏導(dǎo)客人。When guests were keeping for check in, we can provide kindly service to him.(newspaper, water)如遇客人入住等候時向其提供服務(wù)。Why do we need to introduce the guest to the Front Desk Agent?為什么需要介紹客人給前臺接待員？2) Handling luggage行李處理Luggage always needs to be well secured. 行李需要很好看護。After registration, obtain the room number from the Front Desk.登記后，從前臺獲得房號。Identify the guest’s luggage and deliver to the guest’s room without delay.識別客人的行李要送到房間，不要拖延時間。Why should we never leave the luggage unattended?為什么我們永遠不要將行李留在不能注意到的地方呢？3) Deliver luggage to guest room 遞送行李到客人房間Once in front of the correct room, knock on the door and announce yourself to the guest.進入房間前，要敲門并告知客人自己身份。Maintain eye contact and smile.目光注視客人并保持微笑。Neatly and carefully hang garment bags either inside the closet or on the luggage rack.小心懸掛衣服放在壁櫥或行李架上。 room facilities介紹酒店和房間設(shè)備Explain the hotel’s facilities such as Restaurant, Business center, Spa, InRoom Dining, etc.介紹酒店設(shè)備 , 比如餐館，商務(wù)中心，水療中心,送餐服務(wù) 等等。At least one Famp。Advise guest of nearest emergency exits.告訴客人最近的緊急通道在哪里。Wish the guest an enjoyable stay and then leave the room.祝愿客人居住愉快后再行離開。What additional assistance can be offered?還能提供什么幫助？Summary questions 問題摘要：1. Why do we need to introduce the guest to the Front Desk Agent?為什么我們需要介紹前臺接待員給客人認識？2. Why does the hotel strongly emphasis that luggage should not be unattended?為什么酒店強調(diào)行李不能沒有人看管呢？3. Where is luggage placed when delivering it to the guest room? Is there anything else which needs to be done other than delivering it at this stage?當行李到達客人房間時應(yīng)放在那里？在運送行李的過程中還有什么是你需要做的？　4. Which room facilities should we introduce to the guest?哪些房間設(shè)備需要介紹給客人呢？5. When leaving a guest room what additional assistance may a guest want?當離開客人房間時還能提供什么額外服務(wù)？How ask the Trainee to practice the whole task from start to end to test petency. 現(xiàn)在開始對員工進行該題目的整體練習(xí)并測試員工的接受能力STANDARD OPERATING PROCEDURE標準運營程序HANDLING LUGGAGE UPON DEPARTURE 離店行李處理Task Number題目編號: CON0004Department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 the Bellman will e to my room to pick up my luggage promptly, and my luggage will be carefully handled.我期望行李員可以盡快到房間幫我把行李收走。14. Safety is one of the most important issues to our guests。 我們也要確保他們的行李安全。16. Demonstrate my professionalism.展示我們的專業(yè)性。Concierge must note the following information in their Logbook. Room Number Departure Time Number of pieces 禮賓部一定要把以下信息