正确称呼客人.docx

STANDARD OPERATING PROCEDURE 标准操作程序 ADDRESSING A GUEST 正确称呼客人 T ASK N UMBER : BUT-0001 任务号： D EPARTMENT : Butler 部门： D ATE I SSUED : August 2005 制定日期： 2005年 8 月 G I expect to be addressed correctly and politely and I expect my Butler to be able to pronounce UEST EXPECTATION : and remember my name. 客人期望： 希望能准确、礼貌的称呼我 , 能正确地叫出并记住我的名字。 T IME TO T RAIN : 30 minutes 培训时间： 30 分钟 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 should be courteous to all guests. 应该礼貌地对待客人。 I need to fulfill the guest expectation 应该实现客人期望。 I want to maintain InterContinental Hotel high standards by addressing guests correctly按.照洲际最高标准迎接客人。 I can show my professionalism.展示我们的职业水准。 WHAT/ STEPS HOW/ STANDARDS  TRAINING QUESTIONS 什么/步骤 Guest name 客人名字  如何做 / 标准 Print next day arrival report in the afternoon and check all VIP, Suite room and Club InterContinental guest names. 下午打印出第二天的人员到达报告，检查所有的重要客人及随同人员房间，洲际俱乐部客人名单 Butler must be able to memorize and pronounce their names correctly. 需要正确地记住及拼写他们的名字。  培训问题 When do we check the guest names? 我们在哪里检查客人名单？ Why do I have to memorize the guest name? 为什么我要记住客人名字。 WHAT/ STEPS 什么/步骤 Check the guest name and title 检查客人名字及头衔  HOW/ STANDARDS 如何做 / 标准 Look for the guest title and name in the computer system. If there is any doubt whether the title or name is correct, contact Reservations or Sales to double check. 利用计算机系统寻找客人头衔和名字。如果对客人名字和头衔的正确性有任何疑问，请与预定部和销售部核实。 These are the titles as they have to be used to address our guests: 称呼客人的头衔： 1. A KING 国王  TRAINING QUESTIONS 培训问题 How do we address our guests? 应该怎样称呼我们的客人？ Why is it important to address guests with their title? 为什么用正确的头衔称呼客人很重要？ DRILL LANGUAGE/BODY LANGUAGE 训练语言及身体语言 First time address as “ Your Majesty ” , then “ Sir ” 第一次称呼为“陛下”，然后称为“先生” A QUEEN 女王 First time as “ Your Majesty ” , then “ Madam” 第一次称呼为“陛下”，然后称为“女士” A PRINCESS 公主 First time as “ Your Royal Highness ” , then “ Madam” 第一次称呼为“殿下”，然后称为“女士” A PRINCE 王子 First time as “ Your Royal Highnes