PreparingforArrival客人入住前的準備工作

1、.STANDARD OPERATING PROCEDURE標準操作標準PREPARATION FOR A GUESTS ARRIVAL為客人的到來做準備Task Number: 任務(wù)號：BUT-0007Department: 部門：ButlerDate Issued: 制定日期：August 20052005年8月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.當我到達

2、酒店時，希望酒店能根據(jù)我的個人需求準備好房間。Time to Train: 培訓(xùn)時間：1 hour1小時Why is this task important for you and our guests?為什么這項任務(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

3、的好機會。3. The guest room should be prepared according to our guest wishes.按照客人要求準備客房。4. This is a chance to make our guest feel welcome and expected. 是一次機會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/標準TRAINING QUESTIONS培訓(xùn)問題1) Check arrival tim

4、es 查看到達時間Check one day prior to and in the morning of arrival. Ensure that rooms have been blocked by the Room Administrator.提前一天檢查第二天早上要到達的客人，確保房間服務(wù)員已鎖了房間。When should the arrival report be checked?什么時候查看到達報告？2) Check Guest History 查看客人檔案Ensure that all of the guest wishes are followed up upon if th

5、e guest is a return guest. 如果客人是回頭客，確保對所有客人的要求進行追蹤。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.傳達到達時間，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 b

6、e 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 gu

7、est arrives.管家主管應(yīng)該按照洲際酒店標準，再另外檢查重要客人房間。管家在客人到達以前糾正所存在的差異，為客人準備好房間。Ensure the following: 對以下項目進行確認：- Fruit Plate quality and presentation準備的果盤及其質(zhì)量- Flower quality and presentation準備的鮮花及其質(zhì)量- Welcome chocolate/pastry amenity quality and presentation準備的歡迎巧克力/小餅干及其質(zhì)量- Welcome letter quality and presentat

8、ion準備的歡迎信及其質(zhì)量- Gift for return guest quality and presentation回頭客準備的禮物及其質(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What needs to be checked in the rooms?檢查房間時應(yīng)對哪些地方進行

9、檢查。Summary questions:問題概述：1. Which rooms need to be prepared and checked by the Butler?管家應(yīng)準備和檢查哪些房間。2. Which steps need to be followed?應(yīng)對哪些步驟進行跟蹤？3. What is important about the communication with HK?與客房部聯(lián)系時，最重要的是什么？4. When should the room be prepared and ready for the guest arrival?客人到達前，什么時候為客人準備好房間？5. What should be checked in the room? 應(yīng)對房間的哪些物品進行檢查？6. Who should you contact if