RM-FO-CON103引领客人进房间.docVIP

Standard: Guests will experience a friendly, efficient and unobtrusive rooming when being escorted. Making sure guests have a general picture about the hotel, rooms, facilities and services after they check-in our hotel. 标准： 当 客 人 被 引 领 至 房 间 时 ， 将 受 到 热 情 、 高 效 谦 和 的 服 务 。为客人介绍酒店及房间设施，使客人在入住酒店后能够对酒店及房间进行了解，体验各项服务。 Procedures: If a GSM is escorting the guest, the Bellman should follow behind. The Bellman will not enter the room prior to the guest under any circumstances. If a GSM is not available, the Bellman should escort the guest to their room with the guest’s luggage. It is important to try and lead the guest to determine their needs rather than inundating them with information that they may not need. E.g. if the guest appears very tired and in a hurry to get to their room, do not spend times pointing out the various food and beverage outlets. If the guest appears bright and is chatty, you may suggest the appropriate place for a meal and some entertainment. Try to determine the guest’s needs by listening for clues during normal conversation on the way to the room. Keeping 1 meter distance ahead from guest. Guide the guest to the room and open the door. After the guest enters the room, putting the luggage into room. If the guest has a suitcase, place it in the correct way up on the rack. If the guest has a suit-pack, hang it in the wardrobe. Introduction of Lobby Area Escorting guest to the room initiatively. Introducing the hotel FB, Entertainment facilities and their operating time while on the way to the room After entering the life, introducing the promotional activities within hotels to guest. Putting guests’ luggage into their room as soon as possible not exceed 10 minutes , confirm the quantities of luggage with guest. Introduction of Room asking the guests whether they need the introduction about the room, if they need, introducing the room facilities accordingly; Hotel service guide, eg hotel introduction and room service menu book, any assistance