酒店客房培训--008引到客人到房间Rooming a Guest.doc

STANDARD OPERATING PROCEDURE 标准操作程序 ROOMING A GUEST 引导客人到房间 Task Number: 任务号： BUT-0008 Department: 部门： Butler Date Issued: 制定日期： August 2011 2011年8月 Guest Expectation: 客人期望： I expect a friendly, efficient and unobtrusive rooming experience. If I am a regular, I may not want this courtesy. 希望能友好、有效、不唐突地被引到房间，如果我是长客，不需要此项服务。 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： I can ensure a smooth check in experience. 确保客人顺利登记。 I am able to provide personalized service. 提供个性化服务。 Fulfill and exceed all expectations of the guest. 超前完成客人期望。 I can increase our GSTS score. 提升客人意愿调查系统的得分。 The guest will feel expected and welcomed. 客人感到被受到欢迎及期待。 WHAT/ STEPS 什么/步骤 HOW/ STANDARDS 怎样做/标准 TRAINING QUESTIONS 培训问题 Greeting at the elevator 在电梯处迎接客人 Guest Relations Officer will present the Butler by name and pass the room key to the Butler. 对客关系协调员将会给管家客人的名字，并把钥匙给管家。 Thank the Guest Relations Officer. 感谢对客关系协调员。 Bow slightly, and address the guest as follows: “Welcome (back) to Inter　Continental ………., Mr./ Mrs. XXX” 轻度弯腰，跟客人打招呼：“XXX先生，欢迎来到洲际酒店。” Offer to carry his/ her coat or brief case as you escort the guest to his/her room. 陪同客人到房间时，主动帮客人拿他的衣服和皮箱。 Who will greet the guest at the main entrance? 谁在入口迎接客人？ How should the guest be addressed? DRILL LANGUAGE/BODY LANGUAGE 怎样跟客人打招呼？ 训练语言/身体语言 Show the room 展示房间 Open the guestroom door with the guest key (making sure it works before the guest arrives), hold the door open and insert the key into the master switch. 用客人钥匙打开客人房间（确信在客人到达前已准备好房间），开门后，把钥匙插入总的电源开关。 Allow the guest enter the room first and proceed according to one of the following scenarios: 先让客人进入房间，按照下列其中一种设想进行： If the bellman is waiting in front of the door, let him in the room. Do not begin “The presentation” until the bellman has finished placing the luggage. Begin “The Presentation” as soon as the bellman exits. 如果行李员已在门前等候，让他进入房间，等到行李员放好行李出门后，再开始“介绍”。 If the bellman arrives after