洲际大酒店客房（中英文）.docVIP

洲际酒店客房（中英文版）SOP STANDARD OPERATING PROCEDURE PREPARATION FOR A GUEST’S ARRIVAL 为客人的到来做准备 Task Number: 任务号： BUT-0007 Department: 部门： Butler Date Issued: 制定日期： August 2005 2005年8月 Guest Expectation: 客人期望： When I arrive at the hotel, I expect my room to be ready and attention to be paid to my amenities and preferences. 当我到达酒店时，希望酒店能根据我的个人需求准备好房间。 Time to Train: 培训时间： 1 hour 1小时 Why is this task important for you and our guests? 为什么这项任务对你和我们的客人都很重要？ Answers: 回答： 1.???? I am able to ensure a smooth check in process, especially for return guests.按照程序进行检查，特别是回头客的房间。 2.???? This is a good chance to exceed the guest expectations.这是超前满足客人需求的好机会。 3.???? The guest room should be prepared according to our guest wishes.按照客人要求准备客房。 4.???? This is a chance to make our guest feel welcome and expected. 是一次机会让客人感到受到欢迎和期待。 5.???? I am able to increase our GSTS score. 提升客人满意度调查系统的得分。 WHAT/ STEPS 什么/步骤 HOW/ STANDARDS 如何做/标准 TRAINING QUESTIONS 培训问题 1)?????? Check arrival times 查看到达时间 ? Check one day prior to and in the morning of arrival. Ensure that rooms have been blocked by the Room Administrator. 提前一天检查第二天早上要到达的客人，确保房间服务员已锁了房间。 ? When should the arrival report be checked? 什么时候查看到达报告？ 2)?????? Check Guest History 查看客人档案 ? Ensure that all of the guest wishes are followed up upon if the guest is a return guest. 如果客人是回头客，确保对所有客人的要求进行追踪。 ? ? Why do I have to check the Guest History? 为什么需要检查客人档案。 3)?????? Follow up with Housekeeping 与客房部一起追踪 ? Communicate arrival times and expected completion of room with HK. 传达到达时间，与客房部一起完成客人需求。 ? ? 4）Check the room 检查房间 All amenities in Club InterContinental rooms will be inspected by the Butler 管家 应该检查洲际俱乐部所有房间的物品。 All VIP rooms will be inspected by the Head Butler additional. Check the room according to the standard requirements of InterContinental Hotels. Any discrepancies are to be corrected in order to achieve that the room is ready for presentation