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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 2005 2005年8月GuestExpectation :客人期望：I expect a friendly, efficient and unobtrusive rooming experience. If I am a regular, I may no 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 T RAIN :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确保客人顺禾U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 can in
3、crease 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WHAT/ STEPS什么/步骤TRAINING QUESTIONS培训了可题1) Greeting at the elevator在电梯处迎接客人2) Show the room展示房间HOW/ STANDARDS怎样做/标准Guest Relations Officer will prese
4、nt 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 Inter Continental Mrs. XXX ”轻度弯腰，跟客人打招呼：“ XXX先生，欢迎来到洲际酒店。.,MOffer to carry his/ her coat or brief case as
5、 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。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.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
6、 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 hi m in the room. Do not beginTpresentation until the bellman has finisheplacing the luggage. Begin as soon as the bellman exits.The PreWho will greet the guest at the m
7、ain 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What should be done first when entering the guest room?进入客人房间时首先应该做什么？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？he d sentation ”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
8、始“介绍”。- If the bellman arrives after you have begun“The Presentation ” , let him in and standplaces the luggage. Continue after he exits theas heHOW/ STANDARDS怎样做/标准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，再继续你的“介绍”。The bellman will usually receive a gratuity. Allow the guest time to give
9、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。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 mom
10、ents 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：“能占有您一会儿时间来替您介绍 房间内的设施吗？”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Guest orientation always includes instructions about
11、 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 internetaccessW关上网的信息- power supply电源配备-introduce the I SPA 介绍水疗-introduce Restaurants and Ba介绍餐厅和酒 吧- Introduce Club services and advantages 介绍俱乐部服务及优势Ice will be offered to all guests or pre-set
12、 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 offer 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 coatsandthem in the closetWhich services should be offered?应该提供哪些服务？WHAT/ STEPS 什么/步骤HOW/ STANDAR
13、DS怎样做/标准TRAINING QUESTIONS培训问题在客人到达房间时，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。Whilst 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
14、 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。5) Leave the room离升房间Make sure that all the guest s questions ha、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。/eWeanshould 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
15、 guest s requests need to be followed up wappropriate departments.与主管部门一起对客人要求进行追踪itWhet happens when are not? 当没有追踪时，会发生什么？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