酒店客房培訓(xùn)--008引到客人到房間Rooming-a-Guest

1、STANDARDOPERATINGPROCEDURE標(biāo)準(zhǔn)操作程序ROOMINGAGUEST引導(dǎo)客人到房間TASKNUMBER:任務(wù)號(hào)：BUT-0008Department:部門(mén)：ButlerDATE|SSUED：制定日期：August20112011年8月GUESTEXPECTATION:客人期望：Iexpectafriendly,efficientandunobtrusiveroomingexperienee.IfIamaregular,Imaynotwantthiscourtesy.希望能友好、有效、不唐突地被引到房間，如果我是長(zhǎng)客，不需要此項(xiàng)服務(wù)。TIMETOTRAIN:培訓(xùn)時(shí)間：1ho

2、ur1小時(shí)Whyisthistaskimportantforyouandourguests?為什么這項(xiàng)任務(wù)對(duì)你和我們的客人都很重要？Answers:回答：1. Icanensureasmoothcheckinexperienee確?？腿隧樌怯?。2. Iamabletoprovidepersonalizedservice.提供個(gè)性化服務(wù)。3. Fulfillandexceedallexpectationsoftheguest.超前完成客人期望。4. IcanincreaseourGSTSscore提升客人意愿調(diào)查系統(tǒng)的得分。5. Theguestwillfeelexpectedandwelco

3、med客人感到被受到歡迎及期待。WHAT/STEPSHOW/STANDARDSTRAININGQUESTIONS什么/步驟怎樣做/標(biāo)準(zhǔn)培訓(xùn)問(wèn)題1)GreetingattheelevatorGuestRelationsOfficerwillpresenttheButlerbynameWhowillgreettheguestatthemainentrance?andpasstheroomkeytotheButler.誰(shuí)在入口迎接客人？在電梯處迎接客人對(duì)客關(guān)系協(xié)調(diào)員將會(huì)給管家客人的名字，并把鑰匙給管家。ThanktheGuestRelationsOfficer.Howshouldtheguestbe

4、addressed?感謝對(duì)客關(guān)系協(xié)調(diào)員。DRILLLANGUAGE/BODYLANGUAGE怎樣跟客人打招呼？Bowslightly,andaddresstheguestasfollows:訓(xùn)練語(yǔ)言/身體語(yǔ)言Welcome(back)toInterContinentalMrs.XXX”輕度彎腰，跟客人打招呼：“XXX先生，歡迎來(lái)到洲際酒店。”-.,Mr./Offertocarryhis/hercoatorbriefcaseasyouescorttheguesttohis/herroom.陪同客人到房間時(shí)，主動(dòng)幫客人拿他的衣服和皮箱。2)ShowtheroomOpentheguestroomdo

5、orwiththeguestkey(makingWhatshouldbedonefirstwhenenteringtheguestsureitworksbeforetheguestarrives),holdthedoorroom?展示房間openandinsertthekeyintothemasterswitch.用客人鑰匙打開(kāi)客人房間(確信在客人到達(dá)前已進(jìn)入客人房間時(shí)首先應(yīng)該做什么？準(zhǔn)備好房間)，開(kāi)門(mén)后，把鑰匙插入總的電源開(kāi)關(guān)。Whatshouldbedoneifthebellmanisinfrontofthedoor?Allowtheguestentertheroomfirstandpro

6、ceedaccordingtooneofthefollowingseenarios:先讓客人進(jìn)入房間，按照下列其中一種設(shè)想進(jìn)行：-Ifthebellmaniswaitinginfrontofthedoor,當(dāng)行李員已等候在門(mén)前時(shí)，應(yīng)該怎么做？lethimintheroom.Donotbegin“Thepresentation”untilthebellmanhasfinishedplacingtheluggage.Begin“ThePreassoonasthebellmanexits.如果行李員已在門(mén)前等候，讓他進(jìn)入房sentation”間，等到行李員放好行李出門(mén)后，再開(kāi)始“介紹”。-Ifthe

7、bellmanarrivesafteryouhavebegun“ThePresentation”.lethiminandstandasheWHAT/STEPS什么/步驟HOW/STANDARDS怎樣做/標(biāo)準(zhǔn)TRAININGQUESTIONS培訓(xùn)問(wèn)題placestheluggage.Continueafterheexitstheroom.如果行李員在你已經(jīng)開(kāi)始“介紹”時(shí)到達(dá)，讓行李貝進(jìn)入房間，站在旁邊等行李貝放好行李出門(mén)后，再繼續(xù)你的“介紹”。Thebellmanwillusuallyreceiveagratuity.Allowtheguesttimetogiveittohim,butdonot

8、pausetoolong,lookorseeminterestedinthegratuitygiventothebellman.行李員通常會(huì)收到小費(fèi)，留給客人時(shí)間給行李員小費(fèi)，但時(shí)間不要過(guò)長(zhǎng)，顯得對(duì)給行李員的小費(fèi)表示感興趣。3)Presentthein-roomfacilities展示房間內(nèi)設(shè)施Donotassumethattheguesthastimeforafullpresentation.Asktheguestasfollows:“MayItakeafewmomentstoexplainthefeaturesofyourroom?”不要假設(shè)客人都有時(shí)間去了解房間內(nèi)的設(shè)施，詢問(wèn)客人如下：“

9、能占有您一會(huì)兒時(shí)間來(lái)替您介紹房間內(nèi)的設(shè)施嗎？”Guestorientationalwaysincludesinstructionsabout客人一般會(huì)傾向于對(duì)以下物品的用法說(shuō)明：- temperaturecontrol溫度的控制- emergencyexits緊急出口- technologyinformationregardinginternetaccess有關(guān)上網(wǎng)的信息- powersupply電源配備-introducetheISPA介紹水療-introduceRestaurantsandBar介紹餐廳和酒吧- IntroduceClubservicesandadvantages介紹俱樂(lè)部

10、服務(wù)及優(yōu)勢(shì)Doallguestsreceiveanintroductiontotheroom?所有的客人都需要對(duì)房間做出介紹嗎？Whichfacilitiesshouldbeintroducedtotheguest?應(yīng)該給客人介紹哪些設(shè)施？4)Offerservices提供服務(wù)Icewillbeofferedtoallguestsorpre-setinroom.為所有客人提供或預(yù)先準(zhǔn)備冰凍食品。Whilstgreetingarrivingguests,thebutlerwilloffercomplimentarypressingandshoeshineservice.在迎接客人時(shí)，管家應(yīng)該為客

11、人提供熨燙及擦鞋服務(wù)。Duringtherooming,thebutlerwilloffertotakecoatsWhichservicesshouldbeoffered?應(yīng)該提供哪些服務(wù)？WHAT/STEPS什么/步驟HOW/STANDARDS怎樣做/標(biāo)準(zhǔn)TRAININGQUESTIONS培訓(xùn)問(wèn)題andhangtheminthecloset.在客人到達(dá)房間時(shí)，應(yīng)該為客人拿衣服并把衣服掛到衣柜里。Duringtherooming,thebutlerwillexplaintheoperationoftheInstantServiceButton.在客人到達(dá)房間時(shí)，管家應(yīng)該給客人解釋怎樣操作緊急按

12、鈕。Whilstgreetingarrivingguests,thebutlerwillofferunpackingservices.在迎接客人時(shí)，管家應(yīng)該提供行李服務(wù)。Whilstgreetingarrivingguests,thebutlerwilloffercomplimentarycoffee,tea,orsoftdrinks.在迎接客人時(shí)，管家應(yīng)該給客人提供咖啡、茶或飲料。5)Leavetheroom離開(kāi)房間Makesurethatalltheguest'squestionsha、answeredandofferadditionalservices.確信已回答完所有客人疑問(wèn)并

13、提供了額外服務(wù)。/eWhehshouldbeaskedbeforeleavingtheguestroom?在離開(kāi)客人房間前，應(yīng)做些什么？6)Followup跟蹤Alltheguest'srequestsneedtobefollowedupwappropriatedepartments.與主管部門(mén)一起對(duì)客人要求進(jìn)行追蹤itWthathappenswhenarenot?當(dāng)沒(méi)有追蹤時(shí)，會(huì)發(fā)生什么？Summaryquestions:問(wèn)題概述：1. WhereshouldtheButlerwaitfortheGuest?管家應(yīng)該在哪里等客人？2. Whichstepsneedtobefollowedwhencheckingtheguestin在客人登記時(shí)，應(yīng)做哪些步驟？3. Whyisitimportantthatwetaketheguesttotheroom?為什么帶客人到房