酒店客房（中英文版）

中國管理資訊網(wǎng) 中國管理資訊網(wǎng) 洲際酒店客房（中英文版） SOP STANDARD OPERATING PROCEDURE 標(biāo)標(biāo) 準(zhǔn)準(zhǔn) 操操 作作 標(biāo)標(biāo) 準(zhǔn)準(zhǔn) PREPARATION FOR A GUESTS ARRIVAL 為客人的到來做準(zhǔn)備 TASK NUMBER: 任務(wù)號(hào)： BUT-0007 DEPARTMENT: 部門： Butler DATE ISSUED: 制定日期： August 2005 2005 年 8 月 中國管理資訊網(wǎng) 中國管理資訊網(wǎng) GUEST 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 amenities and preferences. 當(dāng)我到達(dá)酒店時(shí)，希望酒店能根據(jù)我的個(gè)人需求準(zhǔn)備好房間。 TIME TO TRAIN: 培訓(xùn)時(shí)間： 1 hour 1 小時(shí) Why is this task important for you and our guests? 為什么這項(xiàng)任務(wù)對你和我們的客人都很重要？ Answers: 回答： 1. I am able to ensure a smooth check in process, especially for return guests.按照程序進(jìn)行檢查，特別是回頭客的房間。 2. This is a good chance to exceed the guest expectations.這是超前滿足客人需求的好機(jī)會(huì)。 3. The guest room should be prepared according to our guest wishes.按照客人要求準(zhǔn)備 客房。 4. This is a chance to make our guest feel welcome and expected. 是一次機(jī)會(huì)讓客人感到受到歡迎和期待。 5. I am able to increase our GSTS score. 提升客人滿意度調(diào)查系統(tǒng)的得分。 WHAT/ STEPS 什么 /步驟 HOW/ STANDARDS 如何做 /標(biāo)準(zhǔn) TRAINING QUESTIONS 培訓(xùn)問題 1) Check arrival times 查看到達(dá)時(shí)間 Check one day prior to and in the morning of arrival. Ensure that rooms have been blocked by the Room When should the arrival report be checked? 什么時(shí)候查看到達(dá)報(bào)告？ 中國管理資訊網(wǎng) 中國管理資訊網(wǎng) Administrator. 提前一天檢查第二天早上要到達(dá)的客人，確保房間服務(wù)員已鎖了房間。 2) Check Guest History 查看客人檔案 Ensure that all of the guest wishes are followed up upon if the guest is a return guest. 如果客人是回頭客，確保對所有客人的要求進(jìn)行追蹤。 Why do I have to check the Guest History? 為什么需要檢查客人檔案。 3) Follow up with Housekeeping 與客房部一 起追蹤 Communicate arrival times and expected completion of room with HK. 傳達(dá)到達(dá)時(shí)間，與客房部一起完成客人需求。 4） Check the room 檢查房間 All amenities in Club InterContinental rooms will be inspected by the Butler 管家 應(yīng)該檢查洲際俱樂部所有房間的物品。 All VIP rooms will be inspected by the Head Butler additional. Check the room according to the standard requirements of InterContinental Hotels. Any discrepancies are to be corrected in order to achieve that the room is ready for presentation before the guest arrives. 管家主管應(yīng)該按照洲際酒店標(biāo) 準(zhǔn)，再另外檢查重要Which rooms need to be inspected by the Chief Butler? 主管需要檢查哪些房間 How should the rooms be checked? 怎樣檢查房間 中國管理資訊網(wǎng) 中國管理資訊網(wǎng) 客人房間。 管家在客人到達(dá)以前糾正所存在的差異，為客人準(zhǔn)備好房間。 Ensure the following: 對以下項(xiàng)目進(jìn)行確認(rèn)： - Fruit Plate quality and presentation 準(zhǔn)備的果盤及其質(zhì)量 - Flower quality and presentation 準(zhǔn)備的鮮花及其質(zhì)量 - Welcome chocolate/pastry amenity quality and presentation 準(zhǔn)備的歡迎巧克力 /小餅干及其質(zhì)量 - Welcome letter quality and presentation 準(zhǔn)備的歡迎信及其質(zhì)量 - Gift for return guest quality and presentation回頭客準(zhǔn)備的禮物及其質(zhì)量 - All of the guests special requirements are followed up upon. 跟蹤所有顧客的特殊要求 What needs to be checked in the rooms? 檢查房間時(shí)應(yīng)對哪些地方進(jìn)行檢查。 Summary questions: 問題概述： 1. Which rooms need to be prepared and checked by the Butler?管家應(yīng)準(zhǔn)備和檢查哪些房間。 2. Which steps need to be followed?應(yīng)對哪些步驟進(jìn)行跟蹤？ 3. What is important about the communication with HK?與客房部聯(lián)系時(shí)，最重要的是什么？ 4. When should the room be prepared and ready for the guest arrival?客人到達(dá)前，什么時(shí)候?yàn)榭腿藴?zhǔn)備好房間？ 5. What should be checked in the room? 應(yīng)對房間的哪些物品進(jìn)行檢查？ 6. Who should you contact if the room is not set up? 如果房間還沒布置好，應(yīng)該與誰聯(lián)系。 中國管理資訊網(wǎng) 中國管理資訊網(wǎng) Now ask the trainee to practice the task from start to end to test competency. 現(xiàn)在由培訓(xùn)生按照步驟從頭到尾進(jìn)行實(shí)踐操作并做測試 STANDARD OPERATING PROCEDURE 標(biāo)標(biāo) 準(zhǔn)準(zhǔn) 操操 作作 程程 序序 ROOMING A GUEST 引導(dǎo)客人到房間 TASK NUMBER: 任務(wù)號(hào)： BUT-0008 DEPARTMENT: 部門： Butler DATE ISSUED: August 2005 中國管理資訊網(wǎng) 中國管理資訊網(wǎng) 制定日期： 2005 年月 GUEST EXPECTATION: 客人期望： I expect a friendly, efficient and unobtrusive rooming experience. If I am a regular, I may not want this courtesy. 希望能友好、有效、不唐突地被引到房間，如果我是長客，不需要此項(xiàng)服務(wù)。 TIME TO TRAIN: 培訓(xùn)時(shí)間： 1 hour 1 小時(shí) Why is this task important for you and our guests? 為什么這項(xiàng)任務(wù)對你和我們的客人都很重要？ Answers: 回答： 1. I can ensure a smooth check in experience. 確?？腿隧樌怯?。 2. I am able to provide personalized service. 提供個(gè)性化服務(wù)。 3. Fulfill and exceed all expectations of the guest. 超前完成客人期望。 4. I can increase our GSTS score. 提升客人意愿調(diào)查系統(tǒng)的得分。 5. The guest will feel expected and welcomed. 客人感到被受到歡迎及期待。 WHAT/ STEPS 什么 /步驟 HOW/ STANDARDS 怎樣做 /標(biāo)準(zhǔn) TRAINING QUESTIONS 培訓(xùn)問題 中國管理資訊網(wǎng) 中國管理資訊網(wǎng) WHAT/ STEPS 什么 /步驟 HOW/ STANDARDS 怎樣做 /標(biāo)準(zhǔn) TRAINING QUESTIONS 培訓(xùn)問題 1) Greeting at the elevator 在電梯處迎接客人 Guest Relations Officer will present the Butler by name and pass the room key to the Butler. 對客關(guān)系協(xié)調(diào)員將會(huì)給管家客人的名字，并把鑰匙給管家。 Thank the Guest Relations Officer. 感謝對客關(guān)系協(xié)調(diào)員。 Bow slightly, and address the guest as follows: Welcome (back) to Inter Continental ., Mr./ Mrs. XXX” 輕度彎腰，跟客人打招呼：“ XXX 先生，歡迎來到洲際酒店。 ” Offer to carry his/ her coat or brief case as you escort the guest to his/her room. 陪同客 人到房間時(shí)，主動(dòng)幫客人拿他的衣服和皮Who will greet the guest at the main entrance? 誰在入口迎接客人？ How should the guest be addressed? DRILL LANGUAGE/BODY LANGUAGE 怎樣跟客人打招呼？ 訓(xùn)練語言 /身體語言 中國管理資訊網(wǎng) 中國管理資訊網(wǎng) WHAT/ STEPS 什么 /步驟 HOW/ STANDARDS 怎樣做 /標(biāo)準(zhǔn) TRAINING QUESTIONS 培訓(xùn)問題 箱。 2) Show the room 展示房間 Open the guestroom door with the guest key (making sure it works before the guest arrives), hold the door open and insert the key into the master switch. 用客人鑰匙打開客人房間（確信在客人到達(dá)前已準(zhǔn)備好房間），開門后，把鑰匙插入總的電源開關(guān)。 Allow the guest enter the room first and proceed according to one of the following scenarios: 先讓客人 進(jìn)入房間，按照下列其中一種設(shè)想進(jìn)行： - If the bellman is waiting in front of the door, let him in the room. Do not begin The presentation until the bellman has finished placing the luggage. Begin The Presentation as soon as the bellman exits. 如果行李員已在門前等候，讓他進(jìn)入 房間，等到行李員放好行李出門后，再開始“介紹”。 - If the bellman arrives after you have begun The Presentation, let him in and stand as he What should be done first when entering the guest room? 進(jìn)入客人房間時(shí)首先應(yīng)該做什么？ What should be done if the bellman is in front of the door? 當(dāng)行李員已等候在門前時(shí)，應(yīng)該怎么做？ 中國管理資訊網(wǎng) 中國管理資訊網(wǎng) WHAT/ STEPS 什么 /步驟 HOW/ STANDARDS 怎樣做 /標(biāo)準(zhǔn) TRAINING QUESTIONS 培訓(xùn)問題 places the luggage. Continue after he exits the room. 如果行李員在你已經(jīng)開始“介紹”時(shí)到達(dá)，讓行李員進(jìn)入房間，站在旁邊等行李員放好行李出門后，再繼續(xù)你的“介紹”。 The bellman will usually receive a gratuity. Allow the guest time to give it to him, but do not pause too long, look or seem interested in the gratuity given to the bellman. 行李員通常會(huì)收到小費(fèi)，留給客人時(shí)間給行李員小費(fèi)，但時(shí)間不要過長，顯得對給行李員的小費(fèi)表示感興趣。 3) Present the in room facilities 展示房間內(nèi)設(shè)施 Do not assume that the guest has time for a full presentation. Ask the guest as follows: May I take a few moments to explain the features of your room? 不要假設(shè)客人都有時(shí)間去了解房間內(nèi)的設(shè)施，詢問客人如下：“能占有您一會(huì)兒時(shí)間來替您介紹房間內(nèi)的設(shè)施嗎？” Do all guests receive an introduction to the room? 所有的客人都需要對房間做出介紹嗎？ Which facilities should be introduced to the guest? 應(yīng)該給客人介紹哪些設(shè)施？ 中國管理資訊網(wǎng) 中國管理資訊網(wǎng) WHAT/ STEPS 什么 /步驟 HOW/ STANDARDS 怎樣做 /標(biāo)準(zhǔn) TRAINING QUESTIONS 培訓(xùn)問題 Guest orientation always includes instructions about 客人一般會(huì)傾向于對以下物品的用法說明： - temperature control 溫度的控制 - emergency exits 緊急出口 - technology information regarding internet access 有關(guān)上網(wǎng)的信息 - power supply 電源配備 - introduce the I SPA 介紹水療 - introduce Restaurants and Bar介紹餐廳和酒吧 - Introduce Club services and advantages 介紹俱樂部服務(wù)及優(yōu)勢 4) Offer services 提供服務(wù) Ice will be offered to all guests or pre-set in room. 為所有客人提供或預(yù)先準(zhǔn)備冰凍食品。 Whilst greeting arriving guests, the butler will offer complimentary pressing and shoeshine service. 在迎接客人時(shí)，管家應(yīng)該為客人提供熨燙及擦鞋服務(wù)。 During the rooming, the butler will offer to take coats and hang them in the closet. 在客人到達(dá)房間時(shí)， 應(yīng)該為客人拿衣服并把衣服掛到衣柜里。 Which services should be offered? 應(yīng)該提供哪些服務(wù)？ 中國管理資訊網(wǎng) 中國管理資訊網(wǎng) WHAT/ STEPS 什么 /步驟 HOW/ STANDARDS 怎樣做 /標(biāo)準(zhǔn) TRAINING QUESTIONS 培訓(xùn)問題 During the rooming, the butler will explain the operation of the Instant Service Button. 在客人到達(dá)房間時(shí)，管家應(yīng)該給客人解釋怎樣操作緊急按鈕。 Whilst greeting arriving guests, the butler will offer unpacking services. 在迎接客人時(shí)，管家應(yīng)該提供行李服務(wù)。 Whilst greeting arriving guests, the butler will offer complimentary coffee, tea, or soft drinks. 在迎接客人時(shí)，管家應(yīng)該給客人提供咖啡、茶或飲料。 5) Leave the room 離開房間 Make sure that all the guests questions have been answered and offer additional services. 確信已回答完所有客人疑問并 提供了額外服務(wù)。 What should be asked before leaving the guest room? 在離開客人房間前，應(yīng)做些什么？ 6) Follow up 跟蹤 All the guests requests need to be followed up with the appropriate departments. 與主管部門一起對客人要求進(jìn)行追蹤 What happens when are not? 當(dāng)沒有追蹤時(shí)，會(huì)發(fā)生什么？ 中國管理資訊網(wǎng) 中國管理資訊網(wǎng) Summary questions: 問題概述： 1. Where should the Butler wait for the Guest?管家應(yīng)該在哪里等客人？ 2. Which steps need to be followed when checking the guest in?在客人登記時(shí)，應(yīng)做哪些步驟？ 3. Why is it important that we take the guest to the room?為什么帶客人到房間非常重要？ 4. Should all guests receive an introduction to the room / hotel?所有客人都要求介紹房間和酒店嗎？ 5. What do I have to introduce and why?我們必須介紹什么？為什么？ Now ask the trainee to practice the task from start to end to test competency. 現(xiàn)在由培訓(xùn)生按照步驟從頭到尾進(jìn)行實(shí)踐操作并做測試 STANDARD OPERATING PROCEDURE 標(biāo)標(biāo) 準(zhǔn)準(zhǔn) 操操 作作 程程 序序 HANDLING COMPLAINTS 處理投訴 TASK NUMBER: 任務(wù)號(hào) : HK GE 0010 中國管理資訊網(wǎng) 中國管理資訊網(wǎng) DEPARTMENT: 部門 : Housekeeping 客房部 DATE ISSUED: 制定日期 : August 2005 2005 年 8 月 GUEST EXPECTATION: 客人期望 : I expect my complaints to be handled swiftly and professionally and if at all possible, by one person who has the authority to resolve my problem by bending the rules if necessary. 我希望酒店能盡 快并專業(yè)的解決我的投訴，如果有必要的話，我希望盡量是由有權(quán)限的人來處理。 TIME TO TRAIN: 培訓(xùn)時(shí)間 : 25 minutes 25 分鐘 Why is this task important for you and our guests? 為什么這項(xiàng)任務(wù)對你及我們的客人都如此重要？ Answers: 回答 ： 1. I understand I must listen carefully when I am on the receiving end of a complaint. I listen actively to the whole communication to ensure I understand what the guest wants. I understand this is not only the words that they say but the emotion behind the words. 中國管理資訊網(wǎng) 中國管理資訊網(wǎng) 我知道當(dāng)我收到投訴時(shí)，我必須仔細(xì)聆聽，確保自己能了解客人需要什么。這些不只是客人的話而且還包含了客人的心情。 2. It is my responsibility to solve problems when guests ask me for help.當(dāng)客人尋求幫助時(shí)為他們解決問題是我的職責(zé)。 3. This can increase our GSTS.這能提高客人的評價(jià)。 4. When we do our job well, it shows we are professional.如果我能將工作做得很好，這能體現(xiàn)出我們的專業(yè)水準(zhǔn)。 WHAT/ STEPS 步驟 HOW/ STANDARDS 如何做 /標(biāo)準(zhǔn) TRAINING QUESTIONS 培訓(xùn)問題 1） Pay attention 注意 - Pay attention to the complaint. 認(rèn)真注意客人投訴 - It should be well understood what the problem exactly is.我們需要充分的理解實(shí)際問題的所在。 - Listen carefully and NOD head.仔細(xì)聆聽并點(diǎn)頭附和 - Dont try to interrupt the guest.不要打斷客人 - Dont argue with the guest.不能與客人爭吵 - Maintain eye contact with the guest if not on the phone.如果不是在電話中交談，保持與客人眼神交流。 - Write down key details.記錄下關(guān)鍵的細(xì)節(jié)。 What are the points to take in consideration When a guest complains? 客人投訴時(shí)須注意什么？ 中國管理資訊網(wǎng) 中國管理資訊網(wǎng) Why do I need to write them down? 為什么我需要記錄下來？ 2) Apologize 道歉 Apologize to the guest even if the problem is not caused by you. 即使問題不是你造成的仍須向客人道歉。 Never blame workmates. 不能責(zé)怪同事。 Why do I need to apologize if it was not my mistake? 為什么不是我犯的錯(cuò)也仍要向客人道歉呢？ Why should I not blame a colleague? 為什么我不能責(zé)備同事呢？ 3) Take immediate action 立即采取行動(dòng) Tell the guest immediately what action you are going to take. 立即告訴客人你將怎么做。 Report the complaint to your Supervisor as soon as possible. 盡快將客人投訴報(bào)告你的主管 If your Supervisor can not contacted, report to Executive Housekeeper or Laundry Manager. 如果不能聯(lián)系上你的主管，報(bào)告行政管家或洗衣房經(jīng)理。 Never promise to do something that the hotel cannot carry out or you are unsure about. 不要向客人承諾酒店沒有執(zhí)行的或是你不確定的東西。 To resolve a complaint, check with Supervisor before you take any action. 為了解決投訴，你需要在采取行動(dòng)前，與主管協(xié)商。 Why should I have a solution? 為什么我有一個(gè)解決方法呢？ Why do I need to report this to my supervisor? 為什么我需要將這報(bào)告我的 主管呢？ Is it not better to promise something? 為什么向客人承諾不好呢？ 中國管理資訊網(wǎng) 中國管理資訊網(wǎng) Why do I need to do this? 為什么我需要這樣做？ WHAT/ STEPS 步驟 HOW/ STANDARDS 如何做 /標(biāo)準(zhǔn) TRAINING QUESTIONS 培訓(xùn)問題 4) Follow up 跟進(jìn) Make sure that the action has been taken and that the guest is satisfied. 確保解決方式能讓客人滿意。 Report all complaints, however small, to Supervisor, record the case in the logbook. 向主管報(bào)告所有的客人投訴，并將其記錄進(jìn)記錄本。 Inform Executive Office about serious complains. Executive Housekeeper and laundry Manager should ascertain with GM what constitutes serious 對于嚴(yán)重的投訴須通知行政辦公室。行政管家和洗衣房經(jīng)理應(yīng)該與總經(jīng)理確定為什么會(huì)有那么嚴(yán)重的投訴 Why is the follow up so important? 為什么跟進(jìn)如此重要、？ Why do all complaints to be reported? 為什么要報(bào)告所有的投訴？ Summary questions 問題概況： 1. How do you handle a complaint what are the steps?你怎么處理投訴 步驟有哪些？ 2. What is important to remember when you receive a complaint?當(dāng)你收到投訴時(shí)，應(yīng)記住做什么？ 中國管理資訊網(wǎng) 中國管理資訊網(wǎng) 3. Why do I need to apologize?為什么我要道歉？ 4. What is important about taking action?采取行動(dòng)時(shí)什么最重要？ 5. Why is the follow up so important?為什么跟進(jìn)如此重要？ 6. Are all complaints reported on the Log Book in your department?所有的投訴都需要記錄進(jìn)你部門的記錄本嗎？ 7. Are all complaints reported to the Executive office?所有的投訴都需要報(bào)告行政辦公室嗎？ Now ask the trainee to practice the task from start to end to test competency. 現(xiàn)在由培訓(xùn)生按照步驟從頭到位進(jìn)行實(shí)踐操作并做測試。 STANDARD OPERATING PROCEDURE 標(biāo)標(biāo) 準(zhǔn)準(zhǔn) 操操 作作 程程 序序 ADDRESSING A GUEST 正確稱呼客人 TASK NUMBER: 任務(wù)號(hào)： BUT-0001 DEPARTMENT: Butler 中國管理資訊網(wǎng) 中國管理資訊網(wǎng) 部門： DATE ISSUED: 制定日期： August 2005 2005 年 8 月 GUEST EXPECTATION: 客人期望： I expect to be addressed correctly and politely and I expect my Butler to be able to pronounce and remember my name. 希望能準(zhǔn)確、禮貌的稱呼我 , 能正確地叫出并記住我的名字。 TIME TO TRAIN: 培訓(xùn)時(shí)間： 30 minutes 30 分鐘 Why is this task important for you and our guests? 為什么這項(xiàng)任務(wù)對你和我們的客人都很重要。 Answers: 回答： 1. I should be courteous to all guests. 應(yīng)該禮貌地對待客人。 2. I need to fulfill the guest expectation 應(yīng)該實(shí)現(xiàn)客人期望。 3. I want to maintain InterContinental Hotel high standards by addressing guests correctly.按照洲際最高標(biāo)準(zhǔn)迎接客人。 4. I can show my professionalism.展示我們的職業(yè)水準(zhǔn)。 中國管理資訊網(wǎng) 中國管理資訊網(wǎng) WHAT/ STEPS 什么 /步驟 HOW/ STANDARDS 如何做 /標(biāo)準(zhǔn) TRAINING QUESTIONS 培訓(xùn)問題 1) Guest name 客人名字 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 的人員到達(dá)報(bào)告，檢查所有的重要客人及隨同人員房間，洲際俱樂部客人名單 Butler must be able to memorize and pronounce their names correctly. 需要正確地記住及拼寫他們的名字。 When do we check the guest names? 我們在哪里檢查客人名單？ Why do I have to memorize the guest name? 為什么我要記住客人名字。 2) Check the guest name and title 檢查客人名字及頭銜 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. 利用計(jì)算機(jī)系統(tǒng)尋找客人頭銜和名字。如果對客人名字和頭銜的正確性有任何疑問，請與預(yù)定部和銷售部核實(shí)。 How do we address our guests? 應(yīng)該怎樣稱呼我們的客人？ 中國管理資訊網(wǎng) 中國管理資訊網(wǎng) WHAT/ STEPS 什么 /步驟 HOW/ STANDARDS 如何做 /標(biāo)準(zhǔn) TRAINING QUESTIONS 培訓(xùn)問題 These are the titles as they have to be used to address our guests: 稱呼客人的頭銜： 1. A KING 國王 First time address as Your Majesty, then Sir 第一次稱呼為“陛下”，然后稱為“先生” 2. A QUEEN 女王 First time as Your Majesty, then Madam 第一次稱呼為“陛下”，然后稱為“女士” 3. A PRINCESS 公主 First time as Your Royal Highness, then Madam 第一次稱呼為“殿下”，然后稱為“女士” 4. A PRINCE 王子 First time as Your Royal Highness, then Sir 第一次稱呼“殿下”，然后稱為“先生” 5. A ROYAL DUKE 皇室公爵 First time as Your Royal Highness, then Sir 第一次稱呼為“殿下”，然后稱為“先生” 6. A DUCHESS 公爵夫 人 First time as Your Royal Highness, then Madam 第一次稱呼為“殿下”，然后稱為“夫人” 7