酒店接最机服务标准操作(中英版).docVIP

酒店接机服务标准操作规程 Guest Expectation 客人期望:I expect a professional Hotel Airport Representative whom I can easily locate and who will help me with my luggage and show me to my hotel limousine in a speedy and polite manner. 我希望我能轻松地找到一个专业化的酒店机场代表，他会帮我安置行李并以一种快捷而礼貌的方式把我带进酒店接机车上。Why is this task important for you and our guests? 为什么该任务对你和我们的客人都很重要？ Answers回答: Saves me time 为我节约时间。 Since I am the first hotel employee met by our guest, I will leave the first very important impression. 既然我是客人见到的第一位酒店员工，我要给客人留下很深的第一印象。 I want to demonstrate our professionalism. 我要展现我们的职业道德。 I am able to offer service that starts at the very beginning with the guest’s arrival and reflects the hotel standards. 我要在客人到店的一开始就提供服务并要体现出酒店的水准。 How / Standards标准 Prepare for airport pick-up准备接机 The Airport Representative must be well groomed and uniformed. 机场代表必须仪表端庄，统一制服。 The Airport Representative should double-check the hotel airport pick-up guest name list to update the concerned details. 机场代表应该复查酒店接机客人姓名列表并更新相关信息。 Before he leaves hotel for the airport, the Airport Representative should ensure that he has got the airport pick-up signage board, printed guest name and flight details, hotel mobile phone. 在他离开酒店去机场时，机场代表应该确保他带上了接机牌，打印有客人姓名、航班信息及酒店移动电话。 The limousine should drive the Airport Representative to the airport prior to the earliest arrival flight. 轿车应该在最早航班到达之前把机场代表送到机场。 The Airport Representative should be at the Airport 15 minutes prior to the flight arrival time. 机场代表应该在航班到达之前，提前15分钟到达机场。 Meet the guest at the airport在机场接客人 Upon arriving at the airport, the Airport Representative must recheck and update the flight details on his pick-up name list. 到达机场时，机场代表须核查并在他的接机名单上更新航班信息。 When the flight has arrived, the Airport Representative should stand at an eye catching place outside the arrival exit, holding the hotel signage board with the guest’s name and flight on it. 当航班到达时，机场代表应该站在抵达出口的一个显眼的地方，高举带有客人姓名及航班信息的酒店接机牌。 When he sees the guest, the Airport Repre