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1、STANDARD OPERATING PROCEDURE标准操作标准PREPARATION FOR A GUESTS ARRIVAL为客人的到来做准备Task Number: 任务号：BUT-0007Department: 部门：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.当我到达酒
2、店时，希望酒店能根据我的个人需求准备好房间。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 am able to ensure a smooth check in process, especially for return guests.按照程序进行检查，特别是回头客的房间。2. This is a good chance to exceed the guest expectations.这是超前满足客人需求的
3、好机会。3. The guest room should be prepared according to our guest wishes.按照客人要求准备客房。4. This is a chance to make our guest feel welcome and expected. 是一次机会让客人感到受到欢迎和期待。5. I am able to increase our GSTS score. 提升客人满意度调查系统的得分。WHAT/ STEPS什么/步骤HOW/ STANDARDS如何做/标准TRAINING QUESTIONS培训问题1) Check arrival time
4、s 查看到达时间Check one day prior to and in the morning of arrival. Ensure that rooms have been blocked by the Room Administrator.提前一天检查第二天早上要到达的客人，确保房间服务员已锁了房间。When should the arrival report be checked?什么时候查看到达报告？2) Check Guest History 查看客人档案Ensure that all of the guest wishes are followed up upon if the
5、 guest is a return guest. 如果客人是回头客，确保对所有客人的要求进行追踪。Why do I have to check the Guest History?为什么需要检查客人档案。3) Follow up with Housekeeping 与客房部一起追踪Communicate arrival times and expected completion of room with HK.传达到达时间，与客房部一起完成客人需求。4）Check the room检查房间All amenities in Club InterContinental rooms will be
6、 inspected by the Butler管家 应该检查洲际俱乐部所有房间的物品。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 gue
7、st arrives.管家主管应该按照洲际酒店标准，再另外检查重要客人房间。管家在客人到达以前纠正所存在的差异，为客人准备好房间。Ensure the following: 对以下项目进行确认：- Fruit Plate quality and presentation准备的果盘及其质量- Flower quality and presentation准备的鲜花及其质量- Welcome chocolate/pastry amenity quality and presentation准备的欢迎巧克力/小饼干及其质量- Welcome letter quality and presentati
8、on准备的欢迎信及其质量- Gift for return guest quality and presentation回头客准备的礼物及其质量- All of the guests special requirements are followed up upon. 跟踪所有顾客的特殊要求Which rooms need to be inspected by the Chief Butler? 主管需要检查哪些房间How should the rooms be checked?怎样检查房间What needs to be checked in the rooms?检查房间时应对哪些地方进行检
9、查。Summary questions:问题概述：1. Which rooms need to be prepared and checked by the Butler?管家应准备和检查哪些房间。2. Which steps need to be followed?应对哪些步骤进行跟踪？3. What is important about the communication with HK?与客房部联系时，最重要的是什么？4. When should the room be prepared and ready for the guest arrival?客人到达前，什么时候为客人准备好房间？5. What should be checked in the room? 应对房间的哪些物品进行检查？6. Who should you contact if the room is not set up? 如果房间还没布置好，应该与谁联系。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