CL-10-TPackingandUnpacking概要.doc

STANDARD OPERATING PROCEDURE 标 准 工 作 程 序 PACKING AND UNPACKING打包和拆包 Task Number 任务编号: FO 04-CI-0010 Department 部 门 : Club Floor 行政楼层 Date Issued 签发日期: May 2010 2010年月 Approved by 批准人: General Manager Mr. 总经理 先生 Guest Expectation 客人期望: I want my luggage to be packed and unpacked efficiently and professionally. My clothes should be free of creases and in a logical order so I find what I need immediately. 我期望我的行李能都被有效专业的打包和拆包。我希望能免费熨烫我的衣服，并且编号有理由逻辑，以便我能迅速找到。 Time to Train 培训时间: 1 hour 1小时 Why is this task important for you and our guests? 为什么这个任务对你和你的客人非常重要？ Answers回 答: I am able to react to guest’s requests in a personalized, speedy manner. 我能迅速，有礼的回复客人的要求，并且为客人提供个性化的服务 Exceed guest expectations. 做到超出客人的期望值 The guest saves time since he does not have to worry about details. 尽量节省客人的时间，只要客人不是特别在意细微处 I learn more about the guest preferences. 了解更多的客人喜好。 I can increase the GSTS score 提高我们的宾客满意度追踪调查分数 I can show my professionalism. 我能展示我的专业性 WHAT / STEPS 工作步骤 HOW/ STANDARDS 怎么做/工作标准 TRAINING QUESTIONS 提 问 Offer service upon arrival 为到达的客人提供服务 If the guest requests packing / unpacking 如果客人要求打包或者拆包 Give your DECT Phone to the Butler on another floor if you anticipate a lengthy procedure (you can usually tell by the amount of luggage). Also inform the Head Butler. 如果你能预测出服务过程的时间，把你的手机给另一楼层的管家（通常情况下你要能说出行李的数量），同时也通知总管家 When do we offer packing / unpacking? 什么时候我们提供打包和拆包服务？ Proceed to the room If the guest is in the room, ask for special requests and preferences. 如果客人在房间里，询问他有何特别要求 Make sure to remember everything the guest says - possibly write it down. 确保记住客人所说的每一件事，如有可能记下来 What does the Butler have to check with the guest before starting the procedure? 在程序开始前，管家必须要同客人核查什么？ Pack the suitcase 打包 The standard way to pack a suitcase is to pack it in flat even layers and cover with tissue paper to avoid creases and dust. Follow these easy steps. 标准的打包的做法是将其整理平整，不管是分层或者是用纸巾覆盖，一定不要起褶皱或沾到灰。请按如下做法： Always start wi