CON-0001+Doorman-guest+arrival.docVIP

STANDARD OPERATING PROCEDURE 标准操作程序 DOORMAN - GUEST ARRIVAL 礼宾员-客人到达 Task Number: 任务号： CON-0001 Department: 部门： Concierge 礼宾部 Date Issued: 发放日期： September ,2011 Guest Expectation: 客人期望 I expect that I get a warm welcome 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. 在到达酒店时，第一眼见到的往往是礼宾员，希望能受到热情的迎接。礼宾员应该为我打开车门，帮助我卸下行李并为我打开酒店门。 Time to Train: 培训时间： 30 minutes 30分钟 Why is this task important for you and our guests? 为什么这项任务对你和我们的客人都很重要 Answers: 回答： We must welcome every one of our guests. 我们应该欢迎每一位客人。 The first impression is the most important experience to our guests. 对客人来说，第一印象往往是最重要的。 Demonstrate my professionalism. 展示我们的职业化水准。 Increase the GSTS score. 提升客人宾客满意度成绩。 WHAT/STEPS 步骤 HOW/ STANDARDS 操作标准 TRAINING QUESTIONS 培训问题 Welcome guest 迎接客人 a) Upon a car approaching the hotel entrance, direct the car to stop at the assigned driveway. 在车辆接近酒店门口时，引导车辆停靠在酒店门口指定位置。 Wait for the car to come to a complete stop, proceed to open the back door (Limo/Taxi) or Front Door (Private car) to assist the guest. 当所到车辆停稳后，为轿车/出租车打开后门，或打开私家车的前门来帮助客人。 c) Welcome the guest to the hotel and ask if luggage is in the trunk. 迎接客人到酒店，并问客人后备箱是否有行李。 Which door should we open first if there are passengers sitting in both the front seat and the back seat? 当车的前面和后面都座有人时，应该首先打开哪道门？ Why do I need to ask the guest about the luggage in the trunk? 为什么需要问客人后备箱是否有行李？ Help with luggage 帮助提行李 a) If there is luggage, be proactive and offer assistance with the luggage. 如果客人有行李，主动为客人提行李。 DRILL BODY LANGUAGE 语言训练 Why do I need to put the luggage on the trolley? WHAT/STEPS 步骤 HOW/ STANDARDS 操作标准 TRAINING QUESTIONS 培训问题 b) Retrieve the luggage as instructed by the guest and put it on a luggage trolley carefully. 按照客人指示拿出行李，并把行李小心的放到行李车上。 c) Be careful not to damage any luggage especially leather bags. 一定要小心，不要碰坏任何行李特别是皮革制品的包。 d) Verify