铂尔曼前台接待SOP.docx

Standard Operating ProcedureTopicGreeting and welcoming guest 问候并欢迎客人Intent of this documentTo greet and welcome the guest to the hotel in a friendly and courteous manner which use the pullman standard用友善、礼貌的方式欢迎客人并使用铂尔曼标准Actions to be takenPrint this documentCommunicate each part to the function(s) concernedUpdate your existing hotel SOP if requiredDEPARTMENT COVEREDGeneral ManagementClub FloorRoom ServiceReservationSpa and FitnessKitchenLimousine/ Car valetHousekeepingFinanceConcierge/Porter/DoormenLaundryHuman ResourcesCall Center/BCRestaurantSales MarketingReception/Duty Manager/Guest RelationsXBarEngineeringVersion1st VersionLast modificationApril 2012Owner(s)Pullman,linyiTASKS TO BE PERFORMEDUse standard greetings for the guests使用标准问候语向客人问候Welcome guests to the hotel欢迎来饭店的客人Greeting Skill问候技巧STEP 1 –Use standard greetings for the guests步骤 1 – 使用标准问候语向客人问候N°STDSBRAND STANDARDSSERVICE SEQUENCEVERBIAGE/PICTURE1.CHI.0130The Receptionist immediately greets guests with welcoming eye contact and a smile. Eye contact is made at ten feet / 3 meters and a greeting is provided at five feet from the workstation.接待员立即用欢迎的眼神面带微笑地问候宾客。距工作台十尺内/3米进行眼神交流向宾客问候。To give a positive impression of the hotel as well as to acknowledge the importance of the guest in the hotel and also to raise the self-esteem of guests by addressing them by their names.使饭店的良好服务给客人留下深刻的印象，并使客人深切的感受到饭店重视自己，以其姓名相称呼也可以提高客人的自尊感。Bonjour, Bonsior Mr.XX.(if name of guest is known, otherwise use Sir or Madam)早上好/下午好/晚上好/，XX先生。（如果知道客人姓名时称XX先生，反之则使用先生或女士）2.Establish and keep eye contact with the guest and smile genuinely.与客人建立并保持视觉接触，真诚微笑。Stand upright with an attentive body posture.以专注的身体姿势立正站立。STEP 2 –Welcome guests to the hotel步骤 2 – 欢迎来饭店的客人N°STDSBRAND STANDARDSSERVICE SEQUENCEVERBIAGE/PICTURE1.CHI.0160The Receptionist greets the guest by name whenever possible in French within the language of the guest whenever possible or in English. Pre-arranged arrival guests are greeted by their name upon arrival to the r