Con-TaxiService[出租车服务].docVIP

标准操作程序 Standard Operating Procedure 公司名称： CC酒店管理公司 Company : CC Hotel Management Limited 编号： Reference No. FO-CON-18 部门： 前厅部—礼宾部 Department: Front Office Department—Concierge 日期 Date 2010年11月8日 标题： 出租车服务 Title: Taxi service 页 Page 第 1 页 共 1 页Page 1 Of 1 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: We must provide a prompt and accurate taxi service to our guests. 我们必须向客人提供快捷准确的出租车服务. Safety and security is the most important issues to our guests, we must provide a safe taxi to guest. 对客人来说安全至关重要，我们必须提供安全的出租车给客人. Increase guest satisfaction. 提升客人的满意度。 Demonstrate my professionalism. 展示我们的专业水准。 Bad taxi experiences can flow over into bad front office experiences. 差的出租车服务会影响客人对前厅服务的满意度. WHAT / STEPS 工作步骤 HOW/ STANDARDS 怎么做/工作标准 Training Question How we talk 提 问和话述 1) Receiving request 接受客人要求 Receive guest request for taxi service. 接到客人要求出租车服务. If the guest would like to reserve a taxi, the Concierge must book a taxi in advance. 如果客人要求订出租车, 礼宾部必须提前帮客人将车订好. The taxi must always be clean and in good condition. 出租车必须保持干净整洁状态良好. The taxi driver has to be properly groomed and behaved. 出租车司机必须衣着得体行为规范. Why do I need to book a taxi in advance? 为什么我们要提前将出租车订好? “早上好，先生。有什么能帮到您？‘ What kind of taxi and driver do we need to provide taxi service to guest? 我们应该向客人提供什么样的出租车和出租车司机? “请问怎样称呼您？。。。好的，张先生，马上帮您安排。“ 2) Recording 纪 录 Ask the guest his destination and write it on a hotel card in Chinese. 询问客人目的地, 并将目的地用中文写在酒店卡上. Advise the guest the estimated waiting time. 告知客人大概等候时间. When taxi is coming, note down the taxi number on the hotel card. 当出租车到达时,将出租车号码写在酒店卡上. The taxi number must be noted on a hotel card for further reference. 一定要将出租车号码写在酒店卡上,以便将来查询. Tell the taxi driver the guest’s destination. 告诉司机客人的目的地. Kindly advise the guest to inform us if he/she encounters any problems. 礼貌的告知客人如果遇到什么问题可以通知酒店. Why do I need to write the destination on ho