洲际酒店礼宾部标准运营程序.docxVIP

STANDARD OPERATING PROCEDURE 标准运营程序 DOORMAN - GUEST ARRIVAL 门童－客人到达 TASK NUMBER 题目编号: CON-0001 DEPARTMENT 部门： Concierge 礼宾部 DATE ISSUED 颁布日期： May 2008 二零零八年五月 GUEST EXPECTATION 客人期望: I expect that I get a warm welcome from the first point of contact with the hotel which is often the Doorman. The Doorman should open my car door and help me unload my luggage. He should also open the Hotel Door. 我期望第一时间酒店的门童可以过来欢迎我，替我打开车门并帮我拿行李，他 也要把酒店的大门打开。 TIME TO TRAIN 培训时长: 30 minutes 三十分钟 Why is this task important for you and our guests? 为什么这个培训对你和我们的客人都非常重要？ Answers 回答: 1. We must welcome every one of our guests. 我们必须对每一位客人都表示欢迎。 2. The first impression is the most important experience to our guests. 第一印象对我们的客人非常重要。 Doorman – Guest Arrival  Page 1 of 41 Demonstrate my professionalism. 展示我们的专业性。 Increase the GSTS score. 提高“宾客满意度调查”分数。 WHAT/STEPS 步骤 HOW/ STANDARDS 怎样做/标准 TRAINING QUESTIONS 问题 1) Welcome guest 欢迎客人 Upon a car approaching the hotel entrance, proceed to open the back door (Limo/Taxi) or Front Door (Private car) to assist the guest. 在车辆靠近酒店入口时,我们应打开后门 (豪华轿车/出租汽车) 或前门 (私人的汽 车) 协助客人。 When the VIP arrival, the bell man should be assist doorman to open another door (Limo/Taxi). 在有 VIP 抵店时，除一名门童外应有一名 行李员在车道另一侧共同迎接。 Welcome the guest to the hotel and ask if luggage is in the trunk. 在欢迎客人的同时询问是否有行李在后备 箱里。 Which door should we open first if there are passengers sitting in both the front seat and the back seat? 如果前座和后座均有乘客，我们应该首 先打开哪一扇门? Why do I need to ask the guest about the luggage in the trunk? 为什么我们要问客人是否有行李在后备 箱呢？ 2) Help with luggage 帮助拿行李 If there is luggage, be proactive and offer assistance with the luggage. 如有行李，要主动积极地协助客人提取行 DRILL BODY LANGUAGE 练习身体语言 Doorman – Guest Arrival Page 2 of 41 李。行李如损坏要告知客人。 Retrieve the luggage as instructed by the guest and put it on a luggage trolley carefully. 帮客人拿行李时要小心放到行李车上。 Be careful not to damage any luggage especially leather bags. 注意小心不要损坏到客人的皮革行李。 Verify that all pieces have been retrieved from the car. 确认行李是否都从车里取出。 Take