索菲特前台流程.docVIP

 Operations Hours and Services 营业时间和服务项目 24 Hours 24小时 Morning Shift – 8:00am to 4:00pm 早班－上午 8:00至下午 4:00 Afternoon Shift – 4:00pm to 12:00 midnight 下午班－－下午4：00至午夜12：00 Night Shift – 12:00midnight – 8:00am 夜班－午夜12:00至上午8:00 ( Door Service and Greeting 迎宾服务 ( Eye Contact and Smile. 面带微笑正视客人。 ( Good Morning/Afternoon/Evening, Sir/Madam, Welcome to Hotel Sofitel. 先生/小姐，早上/下午/晚上好，欢迎您光临索菲特国际饭店。 ( Luggage Handling (Individual Guest) 行李服务（个别客人） ( Approached Guest. 迎向客人。 ( Wish pleasantries. 向客人问好。 ( Offer with Baggage Service. 为客人提供行李服务。 ( Luggage Handling (Group) 行李服务（团体）。 ( Count the number of luggages 查清行李的件数。  ( Confirm with Tour Guide 与团队导游确认。 ( Rooming the Guest 迎领客人。 ( Do a brief introduction and outlet operating hours to guest. 向客人简要介绍餐厅的营业时间。 ( Where is the room located – which floor and which wing. 告诉客人房间的位置，在哪一层以及方位。 ( Driving the Guest 为客人驾驶车辆 ( Ensure cleanliness of car 保持车内整洁干净 ( Drive carefully 小心驾驶车辆 ( Know the way to any destination well 熟悉任何目的地的路线 ( Be informative 要有广博的见识  (((((( (((((((((( (((((( (((((((((( (((((( ((((((((((  (Open the car’s door for the guest. 司机要主动为客人打开车门。 When you open the car’s door, stand at the right hand side and greet the guest by saying “Good Morning/ Good Afternoon / Good Evening, Mr….(guest name) 当你打开车门时,要站在右手边向客人问候:“早上/下午/晚上好，×先生(客人的姓名)” ( Introduce yourself. 向客人作自我介绍。 My name is ……. and I am your driver this morning/evening/afternoon. 我是××，今天上午/下午/晚上由我来作您的司机。 ( Assist the seating and arrange the luggage. 司机要安排客人就座并帮助客人安排好行李。 ( Help the guest when they are entering the car, and ensure they have sufficient space to sit. The entire luggage should be put in the boot unless if its hand luggage or the guest wants it otherwise. 客人上车时，你要帮助客人以确保客人有充裕的位置就座。如果客人没有特殊的要求，除手提包外，所有的行李应全部放入车后的行李箱内。 ( Offer the guest cold towel (during summer) hot towel (during winter) 司机要为客人提供凉毛巾(在夏天)和热毛巾(在冬天)。 ( Before the guest arrives, ensure that you have the towels ready