Addressing a Guest正確稱呼客人

1、standard operating procedure標準操作程序addressing a guest 正確稱呼客人task number: 任務(wù)號：but-0001department:部門： butlerdate issued: 制定日期：august 20052005年8月guest expectation: 客人期望：i expect to be addressed correctly and politely and i expect my butler to be able to pronounce and remember my name.希望能準確、禮貌的稱呼我, 能正確地叫

2、出并記住我的名字。 time to train: 培訓時間：30 minutes30分鐘why is this task important for you and our guests?為什么這項任務(wù)對你和我們的客人都很重要。answers: 回答：1. i should be courteous to all guests. 應(yīng)該禮貌地對待客人。2. i need to fulfill the guest expectation 應(yīng)該實現(xiàn)客人期望。 3. i want to maintain intercontinental hotel high standards by addressi

3、ng guests correctly.按照洲際最高標準迎接客人。4. i can show my professionalism.展示我們的職業(yè)水準。what/ steps什么/步驟how/ standards如何做/標準training questions培訓問題1) guest name客人名字print next day arrival report in the afternoon and check all vip, suite room and club intercontinental guest names. 下午打印出第二天的人員到達報告，檢查所有的重要客人及隨同人員房間，

4、洲際俱樂部客人名單butler must be able to memorize and pronounce their names correctly. 需要正確地記住及拼寫他們的名字。when do we check the guest names?我們在哪里檢查客人名單？why do i have to memorize the guest name?為什么我要記住客人名字。2) check the guest name and title檢查客人名字及頭銜look for the guest title and name in the computer system. if there

5、 is any doubt whether the title or name is correct, contact reservations or sales to double check. 利用計算機系統(tǒng)尋找客人頭銜和名字。如果對客人名字和頭銜的正確性有任何疑問，請與預(yù)定部和銷售部核實。these are the titles as they have to be used to address our guests:稱呼客人的頭銜：1. a king國王 first time address as “your majesty”, then “ sir”第一次稱呼為“陛下”，然后稱為“

6、先生”2. a queen女王first time as “your majesty”, then “ madam”第一次稱呼為“陛下”，然后稱為“女士”3. a princess公主 first time as “your royal highness”, then “madam”第一次稱呼為“殿下”，然后稱為“女士”4. a prince王子 first time as “your royal highness”, then “sir”第一次稱呼“殿下”，然后稱為“先生”5. a royal duke皇室公爵 first time as “your royal highness”, the

7、n “sir”第一次稱呼為“殿下”，然后稱為“先生”6. a duchess公爵夫人 first time as “your royal highness”, then “madam”第一次稱呼為“殿下”，然后稱為“夫人”7. a countess伯爵夫人 first time as “l(fā)ady (first name)”, then “madam”第一次稱呼為名字加女士，然后稱為“夫人”8. a baron男爵 first time as “l(fā)ord (last name)”, then “sir”第一次稱呼為姓加閣下，然后稱為“先生”9. a president總統(tǒng)“mr. preside

8、nt” “總統(tǒng)先生”10. a senator 議員“senator (last name)”姓加議員 11. an ambassador大使first times as “ambassador (last name)”, then “your excellency”第一次稱呼為姓加大使，然后稱為“閣下”12. a mayor市長“mr. mayor”“市長先生”how do we address our guests?應(yīng)該怎樣稱呼我們的客人？why is it important to address guests with their title?為什么用正確的頭銜稱呼客人很重要？dril

9、l language/body language訓練語言及身體語言3) courtesy standards when addressing a guest稱呼客人時的禮貌標準1. when in doubt, address as “sir” or “madam”不確定時，稱呼“先生”或“女士”2. never call a guest by their first name, even when asked.永遠不要用客人的名字稱呼客人，就算是被問及時。3. guests should be greeted with a neck bow and eye contact (except f

10、or the king & queen of thailand). 迎接客人時要彎腰，眼睛要注視對方（泰國國王、王后除外）。4. never offer to shake hands.不要主動跟人握手。5. if a guest initiates a handshake, do so如果客人主動要跟你握手，才能跟客人握手。how should we address a guest if we do not know the name or title?在不知道客人名字或頭銜前，我們應(yīng)該怎樣稱呼客人。should we shake a guests hand?我們應(yīng)該主動去握客人的手嗎？summary questions:問題概述:1. how should we address our guests? 我們應(yīng)該怎樣稱呼客人。2. what do we have to do when we do not have specific information? 當我們沒有專門信息時，我們應(yīng)該做協(xié)商能夠做些什么？3. should we always shake a guests hands