AddressingaGuest正確稱呼客人

1、STANDARD OPERATING PROCEDURE標(biāo)準(zhǔn)操作程序ADDRESSING A GUEST正確稱呼客人T ASK N UMBER :BUT-0001任務(wù)號：D EPARTMENT:Butler部門：D ATE I SSUED :August 2005制定日期：2005年 8 月GI expect to be addressed correctly and politely and I expect my Butler to be able to pronounceUESTEXPECTATION:and remember my name.客人期望：希望能準(zhǔn)確、禮貌的稱呼我 , 能正

2、確地叫出并記住我的名字。T IME TO T RAIN :30 minutes培訓(xùn)時間：30 分鐘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 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)該實現(xiàn)客人期望。3. I want to maintain InterContinental Hotel high standards by addre

3、ssing 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)。WHAT/ STEPSHOW/ STANDARDSTRAINING QUESTIONS什么/步驟如何做 / 標(biāo)準(zhǔn)培訓(xùn)問題WHAT/ STEPS什么/步驟1) Guest name客人名字HOW/ STANDARDSTRAINING QUESTIONS如何做 / 標(biāo)準(zhǔn)培訓(xùn)問題Print next day arrival report in the afternoon and checkWhen do we check the guest n

4、ames?all VIP, Suite room and Club InterContinental guest我們在哪里檢查客人名單？names.下午打印出第二天的人員到達(dá)報告，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Why do I have to memorize the guest name?為什么我要記住客人名字。Butler must be able to memorize and pronounce theirnames correctly.需要正確地記住及拼寫他們的名字。2) Check the guest name and title檢查客人名字及頭銜Look f

5、or 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。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How do w

6、e address our guests?應(yīng)該怎樣稱呼我們的客人？Why is it important to address guests with their title? 為什么用正確的頭銜稱呼客人很重要？First time address as“ Your Majesty” , then “ Sir ”第一次稱呼為“陛下”，然后稱為“先生”DRILL LANGUAGE/BODY LANGUAGE訓(xùn)練語言及身體語言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 PRINCES

7、S 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” , the

8、n“ Madam”WHAT/ STEPS什么/步驟3) Courtesy standards when addressing a guest稱呼客人時的禮貌標(biāo)準(zhǔn)HOW/ STANDARDSTRAINING QUESTIONS如何做 / 標(biāo)準(zhǔn)培訓(xùn)問題第一次稱呼為“殿下”，然后稱為“夫人”7. A COUNTESS 伯爵夫人First time as“ Lady (first name)” , then“ Madam”第一次稱呼為名字加女士，然后稱為“夫人”8. A BARON 男爵First time as“ Lord (last name)” , then“ Sir ”第一次稱呼為姓加閣下，然

9、后稱為“先生”9. A PRESIDENT 總統(tǒng) “ Mr. President 總統(tǒng)”先生“”10. A SENATOR 議員“ Senator (last name)姓加議員” 11. AN AMBASSADOR 大使First times as “ Ambassador (last name)” , then“ Your Excellency”第一次稱呼為姓加大使，然后稱為“閣下”12. A MAYOR 市長“ Mr. Mayor“”市長先生”1.When in doubt, address as“ Sir ” or How“Madamshould”we address a guest

10、if we do not know the不確定時，稱呼“先生”或“女士”name or title?在不知道客人名字或頭銜前，我們應(yīng)該怎樣稱呼2.Never call a guest by their first name, even客人。when asked.永遠(yuǎn)不要用客人的名字稱呼客人，就算是被問及時。3. Guests should be greeted with a neck bow andeye contact (except for the King & Queen ofShould we shake a guest s hand?Thailand).我們應(yīng)該主動去握客人的手嗎？

11、迎接客人時要彎腰，眼睛要注視對方（泰國國王、王后除外）。4.Never offer to shake hands.不要主動跟人握手。5.If a guest initiates a handshake, do so如果客人主動要跟你握手，才能跟客人握手。Summary questions:問題概述 :1. How should we address our guests?我們應(yīng)該怎樣稱呼客人。2. What do we have to do when we do not have specific information? 當(dāng)我們沒有專門信息時，我們應(yīng)該做協(xié)商能夠做些什么？3. Should we always shake a gue