洲際酒店禮賓部標準運營程序.doc

STANDARD OPERATING PROCEDURE標準運營程序DOORMAN - GUEST ARRIVAL 門童客人到達Task Number題目編號: CON-0001Department部門： Concierge 禮賓部Date Issued頒布日期：May 2008 二零零八年五月Guest Expectation客人期望: I expect that I get a warm welcome from the first point of contact with the hotel which is often the Doorman. The Doorman should open my car door and help me unload my luggage. He should also open the Hotel Door.我期望第一時間酒店的門童可以過來歡迎我，替我打開車門并幫我拿行李，他也要把酒店的大門打開。Time to Train培訓時長: 30 minutes 三十分鐘Why is this task important for you and our guests? 為什么這個培訓對你和我們的客人都非常重要？Answers 回答: 1. We must welcome every one of our guests. 我們必須對每一位客人都表示歡迎。2. The first impression is the most important experience to our guests. 第一印象對我們的客人非常重要。3. Demonstrate my professionalism.展示我們的專業(yè)性。4. Increase the GSTS score.提高“賓客滿意度調(diào)查”分數(shù)。WHAT/STEPS步驟HOW/ STANDARDS怎樣做/標準TRAINING QUESTIONS問題1) Welcome guest 歡迎客人Upon a car approaching the hotel entrance, proceed to open the back door (Limo/Taxi) or Front Door (Private car) to assist the guest.在車輛靠近酒店入口時,我們應(yīng)打開后門 (豪華轎車/出租汽車) 或前門 (私人的汽車) 協(xié)助客人。When the VIP arrival, the bell man should be assist doorman to open another door (Limo/Taxi).在有VIP 抵店時，除一名門童外應(yīng)有一名行李員在車道另一側(cè)共同迎接。Welcome the guest to the hotel and ask if luggage is in the trunk.在歡迎客人的同時詢問是否有行李在后備箱里。Which door should we open first if there are passengers sitting in both the front seat and the back seat?如果前座和后座均有乘客，我們應(yīng)該首先打開哪一扇門? Why do I need to ask the guest about the luggage in the trunk?為什么我們要問客人是否有行李在后備箱呢？2) Help with luggage 幫助拿行李I(lǐng)f there is luggage, be proactive and offer assistance with the luggage.如有行李，要主動積極地協(xié)助客人提取行李。行李如損壞要告知客人。Retrieve the luggage as instructed by the guest and put it on a luggage trolley carefully. 幫客人拿行李時要小心放到行李車上。Be careful not to damage any luggage especially leather bags.注意小心不要損壞到客人的皮革行李。Verify that all pieces have been retrieved from the car.確認行李是否都從車里取出。Take a luggage ticket and write the number of bags on the bottom of luggage ticket.取一張行李寄存單在下半部分記錄行李件數(shù)。Tag each bag on a visible spot.每個行李簽都要放在一個明顯的地點。Bellman positioned at the Front Door will bring the luggage trolley into the lobby and place it together in Luggage Storage area.行李員在酒店大門把行李放在行李車上一起帶進行李儲存區(qū)并放置它。DRILL BODY LANGUAGE練習身體語言Why do I need to put the luggage on the trolley?為什么我們需要把行李放在行李車上？Why do we need to verify the pieces of luggage?為什么我們需要確認行李的件數(shù)？Is it important to put the tag on a visible spot?把行李簽放在一個明顯的地點重要嗎?3) Parking car 停車If guest requests Car Parking service, issue the parking voucher to the guest and explain the charges for valet parking (where applicable).如果客人需要停車服務(wù)，需要提供給客人停車證并解釋停車的費用。( 何處可用) The car key needs to be returned to the Concierge or Doorman and put in the key cabinet.停車后車鑰匙需要收回并放到鑰匙柜里。Doorman/Bellman/Hotel Driver may park the car in hotel garage.門童/行李員/酒店司機需要把車停到酒店車庫里面。What should we issue to the guest who request car parking?我們要給請求停車的客人什么？Why do we need to return the key to the Doorman or Concierge?為什么我們要收回停車后的鑰匙呢？Does the car need to be locked?汽車需要鎖嗎？4) Other service 其它服務(wù)Doorman can provide auto-route information to our customers.門童可以提供給我們的客戶一些道路信息。Direct guests to the Front Desk /Restaurant / function room as appropriate.適當?shù)闹敢腿巳デ芭_/餐廳/會議室。Reminding the guest get receipt from TAXI and double check their stuff on the TAXI.提醒客人遺落在車上的物品和索要出租車的發(fā)票。Instead of guest to wait TAXI receipt.替客人等候出租車發(fā)票。Reminding the guest hotel have shoe shine service and laundry service when the weather is not good.如遇天氣不好，提醒客人酒店有擦鞋和洗衣服務(wù)。Take notice on guest special request for sitting habit.關(guān)注客人特殊乘坐要求，習慣座位。Giving the guest specific direction when guest need help.( example: the ballroom located on 5 floor, go out the elevator turn right, it is behind business center.)如果客人想到酒店的某一地方，我們不僅要告知客人在幾層，并且要說出具體地點。比如客人要到宴會廳，我們要說：宴會廳在5樓，下了電梯右轉(zhuǎn)經(jīng)過商務(wù)中心就到了。Why does the Doorman need to provide auto-route information to the customer?為什么門童要提供道路信息給我們的客戶？Summary questions 問題摘要:1. Which door should we open first when passengers are seated in the front and back? 當前排和后排都有乘客時，我們應(yīng)該首先打開哪一門?2. a) What is particularly important about the Doormans body language? 門童的肢體語言有什么獨特的？b) What qualities should a Doorman possess (alertness, appropriateness)?一個門童應(yīng)有些什么特性(機靈的,得體的)？c) What specifically do you say when verifying numbers of luggage?當確認行李數(shù)量時你要說什么？3. a) What is issued to the guest who requests car parking? 如果客人要求停車，應(yīng)該給客人提供什么？b) Are cars locked after being parked? 汽車在停好后需要鎖嗎？4. What is “auto route” information and who is it issued to?什么是道路信息還有是誰告知客人的？Now ask the Trainee to practice the whole task from start to end to test competency.現(xiàn)在開始對員工進行該題目的整體練習并測試員工的接受能力STANDARD OPERATING PROCEDURE標準運營程序DOORMAN GUEST DEPARTURE 門童 客人離店Task Number題目編號: CON-0002Department部門： Concierge 禮賓部Date Issued頒布日期：May 2008 二零零八年五月Guest Expectation客人期望: I expect the Doorman to bid me farewell and to help me with my luggage and transportation arrangements. Using my name provides me with extra recognition and is always appreciation. 我期望門童能幫我拿行李并安排好車輛并禮貌的與我告別。Time to Train培訓時長: 30 minutes 三十分鐘Why is this task important for you and our guests?為什么這個任務(wù)對于你和我們的客人如此重要？Answers 回答：5. We must bid farewell to every one of our guests. 我們必須要與每一位客人告別。6. The Guests last impression is very important. 最后印象對客人也很重要。7. Increase our guest satisfaction.增加客人的滿意度。8. Demonstrate my professionalism.展示我們的專業(yè)性。WHAT/ STEPS步驟HOW/ STANDARDS怎樣做/標準TRAINING QUESTIONS問題1) Greeting 問候Greet guest outside main entrance and ask if Taxi/Limousine will be needed. 問候客人并詢問客人是否需要出租車/豪華轎車服務(wù)。Guest lasts impression is very important.最后印象對客人也非常重要。Why do I have to greet the guest outside the main entrance and ask if a taxi will be in needed?為什么要問候客人并詢問是否需要出租車/豪華轎車服務(wù)呢？2) Arrange transportation 安排車輛Call a taxi. ( Refer SOP of Taxi Service )叫一輛出租車（查閱出租車服務(wù)）。Inform Driver of destination.告訴司機目的地。How can I call a taxi?如何去叫出租車？3) Help with luggage 幫助拿行李Steer luggage trolley from Bellman outside the main entrance and assist in loading the luggage into taxis/Limos trunk.協(xié)助行李員從里面推著行李車把行李裝到出租車或豪華轎車的后備箱里。Ensure all the luggage has been placed into the car by asking the guest to verify his luggage.確認所有行李件數(shù)并跟客人核對行李都已裝在后備箱里。Can this be done by the Bellman as well?除門童外行李員是否也一樣可以做？Why do we need to verify the luggage with the guest?為什么要讓客人核對行李呢？4) Farewell 告別Open the door for the guest and wish him/her a good trip.為客人開門并祝他旅途愉快。What do you say when opening the door for the guest?當為客人開車門的時候，你應(yīng)該說什么？5) Extra service 更多的服務(wù)Always give a taxi card (in local dialect) to ensure correct destination.給客人一張酒店卡并寫下正確的目的地。Reminding the guest to be taken care when they go to outside with a bad weather.如遇天氣情況不好，注意提醒客人外出注意。Why are taxi cards needed in some locations?為什么出租車卡上要有目的地？Summary questions 問題摘要：1. What role does the Doorman play on a guest departure? 門童在客人離開前扮演的是什么角色？2. What is the procedure for calling a taxi? 叫出租車的程序是什么？3. Why do we need to verify the luggage with the guest? 為什么我們需要與客人核對行李？4. What do you say when opening the door for the guest? 當為客人開車門的時候你說什么？5. Where are taxi cards obtained from and who are they given to?怎樣填寫酒店卡片并且需要提供給哪些客人？Now ask the Trainee to practice the whole task from start to end to test competency.現(xiàn)在開始對員工進行該題目的整體練習并測試員工的接受能力STANDARD OPERATING PROCEDURE標準運營程序HANDLING LUGGAGE UPON ARRIVAL 抵店行李處理Task Number題目編號: CON-0003Department部門： Concierge 禮賓部Date Issued頒布日期：May 2008 二零零八年五月Guest Expectation客人期望: I expect my luggage to be sent to my room as soon as possible, and my luggage to be carefully handled.我期望對我的行李小心提取并盡快的送到我的房間。Time to Train培訓時長: 30 minutes 三十分鐘Why is this task important for you and our guests?為什么這個培訓對你和我們的客人都非常重要？Answers 回答：9. We must provide a prompt and accurate luggage service to our guests. 我們提供快捷準確的運送行李服務(wù)給我們的客人。10. Safety is one of the most important issues to our guests; we must make sure guests luggages safety.安全對我們的客人最重要，我們要保證客人行李的安全。11. Increase guest satisfaction.增加客人的滿意度。12. Demonstrate my professionalism.展示我們的專業(yè)性。WHAT / STEPS步驟HOW/ STANDARDS怎樣做/標準TRAINING QUESTIONS問題1) Escort Guest to Reception陪同客人去接待處Bellman should always escort the guest to the Front Desk and introduce the guest to the Front Desk Agent.行李員應(yīng)總是陪同客人去往前臺并介紹給前臺接待員。Familiarize yourself with the guest name and introduce the guest to the Front Desk.如熟知客人的姓名要把客人介紹給前臺接待。When the guest were keeping in the front desk or ECF for check in, we should leading the guest在前臺或行政酒廊客人比較多時，疏導客人。Open the elevator for guest and show the guests the way to his room when he doesnt need any other help. 如客人不需要送到房間時，為客人開電梯并告知下電梯后應(yīng)該走的方向。When guests were keeping for check in, we can provide kindly service to him.(newspaper, water)如遇客人入住等候時向其提供服務(wù)。（報紙、水）Take the ashtray or lighting when guest smoke.主動為客人點煙和拿煙缸。Why do we need to introduce the guest to the Front Desk Agent?為什么需要介紹客人給前臺接待員？2) Handling luggage行李處理Luggage always needs to be well secured. 行李需要很好看護。Never leave guest luggage unattended.永遠不要將行李留在不能注意到的地方。After registration, obtain the room number from the Front Desk.登記后，從前臺獲得房號。Verify the room number and write it on the luggage ticket.確認房號并寫在行李簽上。Identify the guests luggage and deliver to the guests room without delay.識別客人的行李要送到房間，不要拖延時間。Help with guest to clean and fix luggage.幫助客人清潔和簡單修理行李。Why should we never leave the luggage unattended?為什么我們永遠不要將行李留在不能注意到的地方呢？3) Deliver luggage to guest room 遞送行李到客人房間Once in front of the correct room, knock on the door and announce yourself to the guest.進入房間前，要敲門并告知客人自己身份。Greet the guest by name and introduce yourself. 稱呼客人姓名問候客人并介紹自己。Maintain eye contact and smile.目光注視客人并保持微笑。After entering the room, gently retrieve the luggage rack from the closet and put the luggage on top with the locks facing towards you.進入房間后，輕輕地從行李車上取出放在房間的行李架上。Neatly and carefully hang garment bags either inside the closet or on the luggage rack.小心懸掛衣服放在壁櫥或行李架上。Why does the guest need to know who we are?為什么我們要讓客人知道我們是誰呢？Where should we put the luggage?我們應(yīng)該把行李放在那里？Why do we need to place Suites in the wardrobe?為什么我們需要把套裝掛到壁櫥里呢？4) Introduce hotel & room facilities介紹酒店和房間設(shè)備Explain the hotels facilities such as Restaurant, Business center, Spa, In-Room Dining, etc.介紹酒店設(shè)備 , 比如餐館，商務(wù)中心，水療中心,送餐服務(wù) 等等。Inform the guest about theMini bar, climate control, light switches and bedside control, laundry/dry cleaning supplies and TV.告訴客人關(guān)于小酒吧，溫度控制，照明開關(guān)和床頭柜控制，水洗/干洗服務(wù)/電視。At least one F&B outlet must be promoted during rooming process. Breakfast venues need to be explained.在引導客人入房過程中至少要介紹一個酒店的餐廳同時需要告知客人早餐地點。Advise guest of nearest emergency exits.告訴客人最近的緊急通道在哪里。Why do we need to explain the hotel facilities to the guest?為什么我們需要把酒店的設(shè)施介紹給客人？Which room facilities should we introduce to the guest?哪些房間設(shè)施我們需要介紹給客人呢？Why do we need to advise the emergency exits to guest?為什么要告訴客人緊急通道在那里呢？4) Leaving guest room 離開客人房間Offer additional assistance.提供其它幫助。Wish the guest an enjoyable stay and then leave the room.祝愿客人居住愉快后再行離開。Return to the lobby without delay.不要耽誤時間立刻回到大堂。What additional assistance can be offered?還能提供什么幫助？Summary questions 問題摘要：1. Why do we need to introduce the guest to the Front Desk Agent?為什么我們需要介紹前臺接待員給客人認識？2. Why does the hotel strongly emphasis that luggage should not be unattended?為什么酒店強調(diào)行李不能沒有人看管呢？3. Where is luggage placed when delivering it to the guest room? Is there anything else which needs to be done other than delivering it at this stage?當行李到達客人房間時應(yīng)放在那里？在運送行李的過程中還有什么是你需要做的？4. Which room facilities should we introduce to the guest?哪些房間設(shè)備需要介紹給客人呢？5. When leaving a guest room what additional assistance may a guest want?當離開客人房間時還能提供什么額外服務(wù)？How ask the Trainee to practice the whole task from start to end to test competency. 現(xiàn)在開始對員工進行該題目的整體練習并測試員工的接受能力STANDARD OPERATING PROCEDURE標準運營程序HANDLING LUGGAGE UPON DEPARTURE 離店行李處理Task Number題目編號: CON-0004Department部門： Concierge 禮賓部Date Issued頒布日期：May 2008 二零零八年五月Guest Expectation客人期望: I expect that the Bellman will come to my room to pick up my luggage promptly, and my luggage will be carefully handled.我期望行李員可以盡快到房間幫我把行李收走。Time to Train培訓時長: 30 minutes 三十分鐘Why is this task important for you and our guests?為什么這個培訓對你和我們的客人都非常重要？Answers 回答：13. We must provide a prompt and accurate luggage service to our guests. 我們必須提供快捷準確的行李運送服務(wù)給我們的客人。14. Safety is one of the most important issues to our guests; we must ensure guests luggage is safe.安全問題對我們的客人最為重要; 我們也要確保他們的行李安全。15. Increase guest satisfaction. 增加客人的滿意度。16. Demonstrate my professionalism.展示我們的專業(yè)性。WHAT / STEPS步驟HOW/ STANDARDS怎樣做/標準TRAINING QUESTIONS問題1) Receive request and make record接到請求后要記錄下來Upon receiving a checkout request, the following information is required:1. Room number2. How many bags3. If storage is needed在接受C/O請求之后必須紀錄下來：1. 房號2. 行李件數(shù)3. 是否需要寄存Log the “l(fā)uggage down request” in the logbook. 記錄在提取行李本上。Concierge must note the following information in their Logbook. -Room Number -Departure Time -Number of pieces 禮賓部一定要把以下信息記錄下來：房號離店時間件數(shù)Which information do we need to require? 哪些是我需要的信息？Which information do we need to note down?哪些信息需要記錄下來？2) Preparation 準備工作The bellman should inform front desk to prepare bill when the guest luggage down.當客人打電話通知禮賓部下行李時，行李員告知前臺準備帳單。The Bellman must arrive within 5 minutes of a call to collect bags. 行李員要在5分鐘之內(nèi)取收集行李。Give the guest an estimated time. 給客人一個時間范圍。If guest needs to store the luggage, verify space in the luggage storage room, retrieve appropriate ticket from the slot at the desk. Deliver the ticket to the guest room.如果客人需要寄存行李，首先要確認行李房空余的空間，找到適當?shù)目臻g并帶行李寄存單去房間。Take a luggage trolley, if needed and proceed to the room. 推著行李車，如果需要在進入房間。Luggage trolley must be polished and kept clean and shining.行李車一定要擦亮保持干凈光亮如新。Why do we need to give guest an estimated time?為什么要給一個客人時間范圍？Why do I need to verify space in the luggage room first?為什么要先確認行李房的空間？Why is it important to have the equipment clean?為什么保持設(shè)備干凈很重要？3) Collect luggage from room從房間收集行李Once at the door, knock and announce yourself.先敲門并報出自己的身份。Upon opening the door, greet the guest by name and introduce yourself.開門后，稱呼客人的名字問候客人并自我介紹。Good Morning/afternoon/evening my name is I am here to collect your luggage.早上好/下午好/晚上好我叫。我是來取您的行李的。After entering the room, retrieve luggage as instructed by the guest. 進入房間，根據(jù)客人指示收集行李。If storage has been requested, fill out the ticket as outlined above and hand the guest his part of the ticket. 如果需要寄存，填妥行李寄存單把其下聯(lián)給客人。Take the luggage to the hotel lobby and store it in the appropriate storage section, or proceed to the hotel entrance for departure.行李運送到大堂寄存在適當?shù)攸c或到門口等候客人的離開。Reminding guest to check his luggage left in the safe box or not when the bellman down luggage.當行李員到客人房間下行李時，提醒客人是否在保險箱里存有物品。Why do we need to announce ourselves?為什么我們要告知客人我們部門？DRILL LANGUAGE/BODY LANGUAGE使用身體語言？Why does the guest need a ticket?為什么客人還需要行李寄存單呢？Summary questions 問題摘要：1. What information do we need to require prior to picking up luggage from a guest room? 在去客人房間取行李前我們需要什么信息？2. Why do we need to give the guest an estimated time of pick up? 為什么要給一個客人時間范圍？3. Why do we need to announce ourselves at the guest door? 為什么我們要通知客人我們部門？Now ask the Trainee to practice the whole task from start to end to test competency.現(xiàn)在開始對員工進行該題目的整體練習并測試員工的接受能力STANDARD OPERATING PROCEDURE標準運營程序LUGGAGE STORAGE & RETRIEVAL 存取行李Task Number題目編號: CON-0006Department部門： Concierge 禮賓部Date Issued頒布日期：May 2008 二零零八年五月Guest Expectation客人期望: I expect that the hotel can provide luggage storage, and all my luggage will be handled carefully and stored in the storage room to ensure its safety.我期望酒店提供寄存行李服務(wù)，并妥善保管我的行李確保行李的安全。Time to Train培訓時長: 30 minutes 三十分鐘Why is this task important for you and our guests?為什么這件培訓對你和我們的客人都非常重要？Answers 回答：17. We must provide a prompt and accurate luggage storage service to our guests.我們提供快捷準確的行李寄存服務(wù)給客人。18. Safety is one of the most important issues to our guests; we must make sure their luggage is stored safely.安全問題對我們的客人最為重要; 我們要確保客人的行李寄存的安全。19. Increase guest satisfaction.增加客人的滿意度。20. Demonstrate my professionalism.展示我們的專業(yè)性。21. Protects ourselves from claims of theft or losing guests luggage if we have a system which is followed by everyone.如果有這樣一項政策，可以保護我們自己以防萬一行李被竊或遺失的情況發(fā)生。WHAT / STEPS步驟HOW/ STANDARDS怎樣做/標準TRAINING QUESTIONS問題1) Receiving request for luggage storage要求行李寄存Greet the guest and inquire if any help is needed.問候客人并詢問客人是否需要幫助。