BUT-0011 Complimentary Pressing upon Check-in在登记时免费赠送的熨烫服务.docVIP

STANDARD OPERATING PROCEDURE 标准操作程序 COMPLIMENTARY PRESSING UPON CHECK-IN 在登记时免费赠送的熨烫服务 Task Number: 任务号： BUT-0011 Department: 部门： Butler Date Issued: 制定日期： August 2005 2005年８月 Guest Expectation: 客人期望： I require a one-stop, fast, and reliable service. I need to be made aware of the butler service, which is available to me on a 24-hour basis. 要求一站式、迅速、可靠的服务，需要了解提供的最好的服务，最好是24小时服务。 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顾客都很重要 Answers: 回答： I should ensure personalized service.确保个性化服务。 I am able to act upon all of the guest requests.能够按所有客人的要求办事。 The guest knows of his benefits.客人了解他所享受的待遇。 I can increase our GSTS score.提升客人满意意愿调查系统得分。 A good chance to get into contact with the guest.与客人交流的好机会。 WHAT/ STEPS 什么/步骤 HOW/ STANDARDS 如何做/标准 TRAINING QUESTIONS 培训问题 Check for laundry/pressing with guest 与客人一起检查需要洗熨的衣服。 Ask the guest whether he/she has any laundry or dry cleaning to be done after rooming the guest. 安排好客人后，询问客人是否有需要洗熨或干洗的衣服。 Inform the guest that 1 Suite pressing and 1 Shirt washing will be complimentary during his stay. 告知客人，在他住店期间，可以免费熨一套衣服和洗一件衬衣。 Standard: “Mr. XXX, you have 1 Suit pressing and 1 Shirt washing of complimentary during your stay. Do you need any pressing service right now?” 标准问法：“XXX先生，在您住店期间，我们免费为您熨一套衣服和洗一件衬衣，您现在需要熨烫服务吗？” If no:Advise the guest of the position of the laundry bag and list 如果客人不需要，告诉客人洗衣袋和洗衣单的位置。 “If you need assistance with your laundry, please contact the Service Center.” “在您需要洗衣时，请与服务中心联系” When do I ask the guest whether he has laundry or not? 什么时候问客人他是否需要洗衣服务。 How many pieces of pressing are complimentary for the guest? 免费为客人提供几套衣服的免费洗熨服务？ DRILL LANGUAGE/BODY LANGUAGE 标准训练语言/身体语言 DRILL LANGUAGE/BODY LANGUAGE 标准训练语言/身体语言 Gather details from guest 从客人处收集详细资料 Ask at what time the pressing is required to be returned to the guest and mark it on the laundry form as well as the daily check list (TBA) 询问客人什么时候需要归还洗熨好的衣物，在洗衣表及日常检查清单上做出记录。 Ask the gues