飯店服務(wù)與管理教案專(zhuān)職管家的大堂迎賓

1、學(xué)習(xí)必備歡迎下載Standard:LobbyButlershallmakehimselfpresentedatthelobbyduringregulatedhoursofthedaytoprovidegreetingstoallandcoordinateFloorButlersin-roomcheck-inserviceforallarrivalguests.Procedures:1.AtleastoneButlershallbeassignedasLobbyButler/Greeterwhoshallpermanentlystationhimself/herselfinthelobbydur

2、inghis/herdutyhours.2.LobbyButler/Greetershallprovideeveryguestswithwarmsmilingandgreetingatalltime.3.LobbyButler/Greetershallbeproactiveandwillapproachallguestswhoareinthelobbytoseeifanyassistanceisrequired,suchasgivinghotelinformationanddirectionaboutallhoteloutlets.4.Thestandardphraseforguestgree

3、tingcanbe:“Goodmorning/afternoon/evening,welcometotheSt.RegisShanghai.HowmayIassistyou?”5.LobbyButler/Greetershallhavethefollowingequipmentandreportsuponcommencinghis/herlobbyduty:Two-waymobilephoneThedaysVIPArrivalReportThedaysAirportPickupReport6.LobbyButler/Greetershallgiveimmediateattentiontotho

4、searrivalguestsandcoordinateinroomcheckinprocessaccordingly.7.Thestandardprocedureisasfollowings:a)Togreetthearrivalguestswithwarmsmiling:“Goodmorning/afternoon/evening,WelcometotheSt.RegisShanghai.AreyoucheckinginSir/Madam?(Ifyes),MayIhaveyournameplease?”b)ToescortgueststotheReceptionCounterandintr

5、oducetheGSAto標(biāo)準(zhǔn)：大堂專(zhuān)職管家應(yīng)在每天指定時(shí)間出現(xiàn)在大堂，向所有的客人致以問(wèn)候，并聯(lián)系樓層專(zhuān)職管家，為所有到達(dá)客人提供房?jī)?nèi)入住登記服務(wù)。程序：1.至少有一名專(zhuān)職管家應(yīng)被指定為大堂迎賓員，在他/她的工作時(shí)間內(nèi)他/她的工作區(qū)域是大堂。2.大堂專(zhuān)職管家迎賓員應(yīng)隨時(shí)以熱情的微笑向客人致以問(wèn)候。3.大堂專(zhuān)職管家迎賓員應(yīng)主動(dòng)接近所有大堂里的客人，需要時(shí)提供酒店信息并引導(dǎo)客人去各部門(mén)。4.問(wèn)候客人的標(biāo)準(zhǔn)用語(yǔ)如下：“早上好/下午好/晚上好，歡迎來(lái)到上海瑞吉紅塔大酒店。我可以為您做什么嗎？”5.大堂專(zhuān)職管家/迎賓員在開(kāi)始他/她的大堂工作事，應(yīng)攜帶一下設(shè)備和報(bào)告：酒店手機(jī)當(dāng)日的VIP預(yù)抵報(bào)告當(dāng)日的接

6、機(jī)報(bào)告6.大堂專(zhuān)職管家/迎賓員應(yīng)及時(shí)注意那些抵店客人并據(jù)此協(xié)調(diào)房?jī)?nèi)入住登記程序的執(zhí)行。7.標(biāo)準(zhǔn)用語(yǔ)如下：a)以熱情的微笑問(wèn)候客人：“早上好/下午好/晚上好，歡迎來(lái)到上海瑞吉紅塔大酒店。先生/小姐，請(qǐng)問(wèn)您是來(lái)進(jìn)行入住登記的嗎？（如果是）我可以知道您的名字嗎？”b)引領(lǐng)客人至前臺(tái)將其介紹給前臺(tái)接待：“Smith先生，我的同事將核對(duì)您的預(yù)定并為您提供客房?jī)?nèi)入住學(xué)習(xí)必備歡迎下載c)d)e)guest:“Mr.Smith,Mycolleaguewillcheckthereservationforyouandwewillprovideyouwithaninroomcheckin.”Toobtainarri

7、valguestsroomfromGSA.ToinformFloorButlerwheretheguestsroomislocatedtobereadyforFloorGreetingbyusingtwo-waymobilephone.LobbyButlershallnotifyFloorButlerthefollowinginformation:NameofguestArrivalRoomnumberReturnguestor1sttimevisitorToobtainroomkeyfromGSAandescortguesttothefloorwiththeWelcomeFolder.登記服

8、務(wù)?！眂)從前臺(tái)接待處得到抵達(dá)客人的房號(hào)。d)用手機(jī)告知相應(yīng)樓層專(zhuān)職管家客人房號(hào)，以準(zhǔn)備樓層迎候后或大堂迎候。大堂專(zhuān)職管家迎賓員應(yīng)告知樓層專(zhuān)職管家以下信息：客人姓名到達(dá)客人房號(hào)回頭客或首次入住e)從前臺(tái)接待處得到客人房卡，引領(lǐng)客人至樓層。f)TointroduceFloorButlertotheguest:“Mr.Smith,thisisyourButlerJohn,hewillshowyouthewaytoyourroomandofferyouinroomcheckin.IHopeyouhaveanicestaywithus!”g)Tohandoverroomkey&theWelcomeFo

9、ldertoFloorButlerafterintroduction.LobbyButlermayclosethekeyholderwhilehandingitovertoindicatethearrivalguestis1stvisit,andopenthekeyholdertoindicatethearrivalguestisreturnguest.Basedonthesetwodifferentindications,theFloorButlershallgreettheguestaccordingly:“Welcometoourhotel,Mr.Smith”(for1sttimevis

10、itor),or“Welcomeback,Mr.Smith”(Forreturnguest).h)ToconductinroomcheckinifFloorButlerdoesnotshowuponthefloororforsomereason.8.LobbyButler/Greetershallmakeaccurateandcompleterecordofnames/roomnumbersofarrivalguestsbeinggreeted,orcheckedinbyhimself/herself.9.LobbyButler/Greetershallalsopayspecialattent

11、iontothosearrivalguestsf)在樓層或大堂向客人介紹樓層專(zhuān)職管家：“Smith先生，這是您的樓層專(zhuān)職管家John，他將帶您去房間并為您辦理入住登記手續(xù)。希望您入住愉快！”g)在介紹之后將房卡和賓客歡迎夾交給樓層專(zhuān)職管家。大堂專(zhuān)職管家迎賓員可以將鑰匙夾合上表示該客人是首次入住，將鑰匙夾展開(kāi)表示該客人是回頭客。基于兩種不同的情況，樓層專(zhuān)職關(guān)家應(yīng)據(jù)此問(wèn)候客人：“Smith先生，歡迎來(lái)到我酒店?！保ㄊ状稳胱〉目腿耍癝mith先生，歡迎回來(lái)。”（回頭客）h)如樓層專(zhuān)職管家因某種原因沒(méi)有在樓層或大堂出現(xiàn)，大堂專(zhuān)職管家迎賓員應(yīng)完成房?jī)?nèi)入住登記手續(xù)。8.大堂專(zhuān)職管家迎賓員應(yīng)精確而完整的記錄下由他/她自己迎候或完成房?jī)?nèi)入住登記手續(xù)的抵店客人的姓名/房號(hào)。9.大堂專(zhuān)職管家/迎賓員也應(yīng)有接機(jī)的預(yù)抵客人特別注意。他/她應(yīng)及時(shí)通知樓層管家預(yù)抵客人接機(jī)時(shí)間，協(xié)助確?？腿税凑瘴覀兊臉?biāo)準(zhǔn)學(xué)習(xí)必備歡迎下載withairportpickup.He/sheshallkeepFloorButlerupdatedwithaccuratearrivaltimeofthetransportationandservesasbackuptoensureguestsarereceivedandgreetedasperourstandard.10.Itshallalwaysbethe1stpriorityta