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1、STANDARD OPERATING PROCEDURE标准操作程序ROOMING A GUEST引导客人到房间Task Number: 任务号：BUT-0008Department: 部门：ButlerDate Issued: 制定日期：August 20052005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、不唐突地被引到房间，如果我是长
2、客，不需要此项服务。 Time to Train: 培训时间：1 hour1小时Why is this task important for you and our guests?为什么这项任务对你和我们的客人都很重要？Answers: 回答：1. I can ensure a smooth check in experience. 确保客人顺利登记。2. I am able to provide personalized service. 提供个性化服务。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. 提升客人意愿调查系统的得分。5. The guest will feel expected and welcomed. 客人感到被受到欢迎及期待。WHAT/ STEPS什么/步骤HOW/ STANDARDS怎样做/标准TRAINING QUESTIONS培训问题1) Greeting at the elevator在电梯处迎接客人Guest Relations Officer will present the Butler by name and pass the room key to the Butler.对客关系协调员将会给管家客人的
4、名字，并把钥匙给管家。Thank the Guest Relations Officer.感谢对客关系协调员。Bow slightly, and address the guest as follows:“Welcome (back) to InterContinental ., Mr./ Mrs. XXX” 轻度弯腰，跟客人打招呼：“XXX先生，欢迎来到洲际酒店。”Offer to carry his/ her coat or brief case as you escort the guest to his/her room.陪同客人到房间时，主动帮客人拿他的衣服和皮箱。Who will
5、greet the guest at the main entrance?谁在入口迎接客人？How should the guest be addressed? DRILL LANGUAGE/BODY LANGUAGE怎样跟客人打招呼？训练语言/身体语言2) Show the room展示房间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.
6、用客人钥匙打开客人房间（确信在客人到达前已准备好房间），开门后，把钥匙插入总的电源开关。Allow the guest enter the room first and proceed according to one of the following scenarios: 先让客人进入房间，按照下列其中一种设想进行：- 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 placin
7、g the luggage. Begin “The Presentation” as soon as the bellman exits. 如果行李员已在门前等候，让他进入房间，等到行李员放好行李出门后，再开始“介绍”。- If the bellman arrives after you have begun “The Presentation”, let him in and stand as he places the luggage. Continue after he exits the room.如果行李员在你已经开始“介绍”时到达，让行李员进入房间，站在旁边等行李员放好行李出门后，
8、再继续你的“介绍”。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.行李员通常会收到小费，留给客人时间给行李员小费，但时间不要过长，显得对给行李员的小费表示感兴趣。What should be done first when entering the guest room?进入客人房间时首先应该做什么
9、？What should be done if the bellman is in front of the door?当行李员已等候在门前时，应该怎么做？3) Present the in room facilities展示房间内设施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?”不要假设客人都有时间去了解房间内的设施，询问客人如下：“能占
10、有您一会儿时间来替您介绍房间内的设施吗？”Guest orientation always includes instructions about客人一般会倾向于对以下物品的用法说明：- temperature control温度的控制- emergency exits紧急出口- technology information regarding internet access有关上网的信息- power supply电源配备- introduce the I SPA介绍水疗- introduce Restaurants and Bar介绍餐厅和酒吧- Introduce Club servic
11、es and advantages介绍俱乐部服务及优势Do all guests receive an introduction to the room?所有的客人都需要对房间做出介绍吗？Which facilities should be introduced to the guest?应该给客人介绍哪些设施？4) Offer services提供服务Ice will be offered to all guests or pre-set in room.为所有客人提供或预先准备冰冻食品。Whilst greeting arriving guests, the butler will off
12、er complimentary pressing and shoeshine service.在迎接客人时，管家应该为客人提供熨烫及擦鞋服务。During the rooming, the butler will offer to take coats and hang them in the closet.在客人到达房间时， 应该为客人拿衣服并把衣服挂到衣柜里。During the rooming, the butler will explain the operation of the Instant Service Button.在客人到达房间时，管家应该给客人解释怎样操作紧急按钮。W
13、hilst greeting arriving guests, the butler will offer unpacking services.在迎接客人时，管家应该提供行李服务。Whilst greeting arriving guests, the butler will offer complimentary coffee, tea, or soft drinks.在迎接客人时，管家应该给客人提供咖啡、茶或饮料。Which services should be offered?应该提供哪些服务？5) Leave the room离开房间Make sure that all the gu
14、ests questions have been answered and offer additional services.确信已回答完所有客人疑问并提供了额外服务。What should be asked before leaving the guest room?在离开客人房间前，应做些什么？6) Follow up跟踪All the guests requests need to be followed up with the appropriate departments.与主管部门一起对客人要求进行追踪What happens when are not?当没有追踪时，会发生什么？
15、Summary questions:问题概述：1. Where should the Butler wait for the Guest?管家应该在哪里等客人？2. Which steps need to be followed when checking the guest in?在客人登记时，应做哪些步骤？3. Why is it important that we take the guest to the room?为什么带客人到房间非常重要？4. Should all guests receive an introduction to the room / hotel?所有客人都要求介绍房间和酒店吗？5. What do I have to introduce and why?我们必须介绍什么？为什么？Now ask the trainee to practice the task from start to end to test competency.现在由培训生按照步骤从头到尾进行实践操作并做测试