洲际酒店客房中英文版SOP.docVIP

洲际酒店客房（中英文版）SOP STANDARD OPERATING PROCEDURE 标准操作标准 PREPARATION FOR A GUEST S ARRIVAL 为客人的到来做准备 TASK number 任务号： BUT-0007 DEPARTMENT 部门： Butler DATE I SSUED 制定日期： August 2005 2005年8月  Gjest Expectation 客人期望： When I arrive at the hotel, I expect my room to be ready and attention to be paid to my ame nities and prefere nces. 当我到达酒店时，希望酒店能根据我的个人需求准备好房间。 Tme to Train： 培训时间： 1 hour 1小时 Why is this task importa nt for you and our guests 为什么这项任务对你和我们的客人都很重要 An swers: 回答： 1. I am able to ensure a smooth check in process, especially for return guests. 按照程序进行检查， 特另U是回头 客的房间。 2. This is a good chanee to exceed the guest expectations. 这是超前满足客人需求的好机会。 3. The guest room should be prepared according to our guest wishes. 按照客人要求准备客房。 4. This is a chanee to make our guest feel welcome and expected. 是一次机会让客人感至U受至U欢迎和期待。 5. I am able to in crease our GSTS score. 提升客人满意度调查系统的得分。 WHAT/ STEPS 什么/步骤 HOW/ STANDARDS 如何做/标准 TRAINING QUESTIONS 培训问题 1) Check arrival times Check one day prior to and in the morning of When should the arrival report be checked  查看到达时间 arrival. En sure that rooms have bee n blocked by the Room Adm ini strator. 提前一天检查第二天早上要到达的客人， 确保房间 服务员已锁了房间。 什么时候查看到达报告 2) Check Guest History 查看客人档案 En sure that all of the guest wishes are followed up upon if the guest is a retur n guest. 如果客人是回头客，确保对所有客人的要求进行追 踪。 Why do I have to check the Guest History 为什么需要检查客人档案。 3) Follow up with Housekeeping 与客房部一起追踪 Commun icate arrival times and expected completi on of room with HK. 传达到达时间，与客房部一起完成客人需求。 4) Check the room 检查房间 All ame nities in Club In terC on ti nen tal rooms will be in spected by the Butler 管家 应该检查洲际俱乐部所有房间的物品。 All VIP rooms will be in spected by the Head Butler additi on al. Check the room accord ing to the sta ndard requireme nts of In terC ontinen tal Hotels. Any discrepancies are to be corrected in order Which rooms need to be inspected by the Chief Butler 主管需要检查哪些房间 How should the rooms be checked  to achieve that the room is ready for prese ntati on before the g