RoomingaGuest引到客人到房間

1、STANDARD OPERATING PROCEDURE標準操作程序ROOMING A GUEST引導客人到房間T ASK N UMBER :BUT-0008任務號：D EPARTMENT:Butler部門：D ATE I SSUED :August 2005制定日期：2005年月GI expect a friendly, efficient and unobtrusive rooming experience. If I am a regular, I may notUESTEXPECTATION:want this courtesy.客人期望：希望能友好、有效、不唐突地被引到房間，如果我是

2、長客，不需要此項服務。T IME TO T RAIN :1 hour培訓時間：1 小時Why is this task important for you and our guests?為什么這項任務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怯洝?. I am able to provide personalized service.提供個性化服務。3. Fulfill and exceed all expectations of the guest. 超前完成客人期望。4. I ca

3、n increase our GSTS score.提升客人意愿調查系統(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/ STEPSHOW/ STANDARDSTRAINING QUESTIONS什么/步驟怎樣做/標準培訓問題WHAT/ STEPSHOW/ STANDARDSTRAINING QUESTIONS什么/步驟怎樣做 /標準培訓問題1) Greeting at the elevatorGuest Relations Officer will present the Butler by nameWho

4、 will greet the guest at the main entrance?and pass the room key to the Butler.誰在入口迎接客人？在電梯處迎接客人對客關系協(xié)調員將會給管家客人的名字，并把鑰匙給管家。Thank the Guest Relations Officer.感謝對客關系協(xié)調員。Bow slightly, and address the guest as follows:“Welcome (back) to InterContinentalMrs. XXX ”How should the guest be addressed? DRILL L

5、ANGUAGE/BODY LANGUAGE怎樣跟客人打招呼？訓練語言 / 身體語言., Mr./輕度彎腰，跟客人打招呼：“XXX 先生，歡迎來到洲際酒店。 ”O(jiān)ffer to carry his/ her coat or brief case as you escortthe guest to his/her room.陪同客人到房間時，主動幫客人拿他的衣服和皮箱。2)Show the roomOpen the guestroom door with the guest key (makingsure it works before the guest arrives), hold the d

6、oor展示房間open and insert the key into the master switch.用客人鑰匙打開客人房間（確信在客人到達前已準備好房間），開門后，把鑰匙插入總的電源開關。Allow the guest enter the room first and proceedaccording to one of the following scenarios:先讓客人進入房間，按照下列其中一種設想進行：What should be done first when entering the guest room?進入客人房間時首先應該做什么？What should be don

7、e if the bellman is in front of the door?當行李員已等候在門前時，應該怎么做？- If the bellman is waiting in front of the door,let hi m in the room. Do not begin“ Thepresentation” until the bellman has finishedplacing the luggage. Begin“ The Presentation”as soon as the bellman exits.如果行李員已在門前等候，讓他進入房間，等到行李員放好行李出門后，再開始

8、“介紹”。- If the bellman arrives after you have begun“ The Presentation” , let him in and stand as heplaces the luggage. Continue after he exits theWHAT/ STEPSHOW/ STANDARDS什么 / 步驟怎樣做 /標準room.TRAINING QUESTIONS培訓問題3) Present the in room facilities展示房間內設施4) Offer services提供服務如果行李員在你已經(jīng)開始“介紹”時到達，讓行李員進入房間，

9、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.行李員通常會收到小費，留給客人時間給行李員小費，但時間不要過長，顯得對給行李員的小費表示感興趣。Do not assume that the guest has time for a full pres

10、entation. Ask the guest as follows:“ May I take a few moments to explain the features of your room? ”不要假設客人都有時間去了解房間內的設施，詢問客人如下：“能占有您一會兒時間來替您介紹房間內的設施嗎？”Guest orientation always includes instructions about 客人一般會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 reg

11、arding internet access有關上網(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介紹俱樂部服務及優(yōu)勢Ice will be offered to all guests or pre-set in room.為所有客人提供或預先準備冰凍食品。Whilst greeting arriving guests, the butler will offer complimentary

12、 pressing and shoeshine service.在迎接客人時，管家應該為客人提供熨燙及擦鞋服務。During the rooming, the butler will offer to take coats and hang them in the closet.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? 應該給客人介紹哪些設施？Which services should be off

13、ered?應該提供哪些服務？WHAT/ STEPSHOW/ STANDARDSTRAINING QUESTIONS什么/步驟怎樣做 /標準培訓問題在客人到達房間時，應該為客人拿衣服并把衣服掛到衣柜里。During the rooming, the butler will explain theoperation of the Instant Service Button.在客人到達房間時，管家應該給客人解釋怎樣操作緊急按鈕。Whilst greeting arriving guests, the butler will offerunpacking services.在迎接客人時，管家應該提供

14、行李服務。Whilst greeting arriving guests, the butler will offercomplimentary coffee, tea, or soft drinks.在迎接客人時，管家應該給客人提供咖啡、茶或飲料。5)Leave the roomMake sure that all the guest s questions haveWhatbeen should be asked before leaving the guest room?answered and offer additional services.在離開客人房間前，應做些什么？離開房間確

15、信已回答完所有客人疑問并提供了額外服務。6)Follow upAll the guest s requests need to be followed up withWthate happens when are not?appropriate departments.當沒有追蹤時，會發(fā)生什么？跟蹤與主管部門一起對客人要求進行追蹤Summary questions:問題概述：1. Where should the Butler wait for the Guest?管家應該在哪里等客人？2. Which steps need to be followed when checking the guest in?在客人登記時，應做哪些步驟？3. Why is it important that we take the guest to the room?為什么帶客人到房