帶房工作程序

帶房程序主題：帶房程序Subject:Processofroomshowing參考號(hào)：XX-XX-006Ref:XX-XX-006目的OBJECTIVE規(guī)范帶房程序，以便客人能體現(xiàn)星級(jí)酒店的服務(wù)，同時(shí)，鼓勵(lì)行李生利用每個(gè)對(duì)客機(jī)會(huì)來促銷酒店Regularizeprocessofroomshowingtopresenthotel’swonderfulservice,meanwhileencourageluggagemantouseeverychancetohavepromotionforhotel.流程PROCEDURES1.向抵店的客人主動(dòng)開啟大門，微笑點(diǎn)頭表示歡迎。Opendoorfortheguests,smileandwelcomethem.2.如遇客人有行李，應(yīng)主動(dòng)上前幫助客人搬卸行李，并告知卸下之行李的數(shù)量。如遇行李件數(shù)多，應(yīng)利用行李車輔助，禮貌地詢問客人姓名（如能從客人的行李名牌上知道更好）。Helpguestswiththeirluggagesandtellthemtheirluggageamount.Iftherearemanyluggages,useluggagecarttocarryandaskguestsfortheirnames(itisbettertoknowtheirnamesfromtheirluggagenameplate).3．行李員無論是從車上接到行李還是從門僮手中接過行李都要馬上與客人一起清點(diǎn)行李件數(shù)，檢查行李有無破損，并記住客人所乘車輛的車牌號(hào)碼。Luggagemanshouldcheckluggagenumberwithguestsandcheckifthereisanydamageandwritedownguests’carnumber.4.如遇行李由門僮幫客人將行李從車上卸下，可能行李未卸完，客人已進(jìn)入大廳到接待處登記，則行李生向門僮問清行李所屬客人的特征，然后搬運(yùn)行李到接待處，向客人核實(shí)行李數(shù)（若有差錯(cuò)，即可根據(jù)記下的車牌號(hào)碼、所屬公司、特征等迅速為客人找回行李）。Ifguestgoestocheckininthelobbywhenluggagemanisstillunloadinghisluggage,luggagemanshouldaskdoormanfortheguest’sluggageinformation,thencarrythemtothereceptionplace,checkluggagewiththeguest(ifthereisanymistake,writedowncarnumber,companyname,characteristics,etc.tohelpguestgethisluggage).以正確的姿勢(shì)站立于客人右后方1.5米處，替客人看管行李（行李必須放在自己與客人之間及伸手范圍內(nèi)）隨時(shí)聽從客人吩咐并注意接待員的暗示等。如需要用行李車時(shí)，要把整車行李放在禮賓部柜臺(tái)旁邊靠墻處，行李生則站在客人身右后方1.5米處。Standontherightbehindtheguestwith1.5metersdistance,keepeyesonguests’luggage(luggageshouldbeputattheplacebetweenguestandluggagemanwithinreach)andwaitfortheguest’sorder.Ifluggagemanneedstouseluggagecart,heshouldputtheluggagecartwithallluggageonclosetothewallofconciergecounter.Luggagemanshouldstandontherightbehindtheguestwith1.5meters’distance.待客人辦妥手續(xù)后，應(yīng)主動(dòng)上前向客人或接待員問取房間鑰匙，確認(rèn)房號(hào)正確后，提上行李，引領(lǐng)客人到房間。Afterguestchecksin,gotoaskguestorreceptionistforroomkey,confirmtheroomnumber,carryguest’sluggageandguideguesttohisroom.a) 接待客人要主動(dòng)，并詢問客人是否第一次入住。同時(shí)，借此介紹酒店設(shè)施及推廣活動(dòng)。Beactivetowardsguest,askhimifitishisfirsttimetostayinthishotel.Meanwhileintroducethishotel’sinfrastructureandpromotionactivities.b) 若客人因事需先到別處，行李生要先把行李送上房間，此時(shí)行李生要以看到的客人房間號(hào)碼為準(zhǔn)。Ifguestdoesn’tgotohisroomwithluggageman,luggagemanshouldsendluggagetotheguest’sroomaccordingtohisroomnumber.如遇前臺(tái)接待員或賓客服務(wù)經(jīng)理等帶客人上房，行李員在核實(shí)行李件數(shù)后，可乘搭行李專梯將客人行李運(yùn)上房間。Ifthereceptionistoffrontdeskorcustermerservicemanagerguidesguesttohisroom,luggagemancansendguest’sluggagebyluggagedeliveryelevatorafterluggagechecking.乘搭電梯時(shí)，先將一只手按住電梯門，請(qǐng)客人先入電梯，進(jìn)電梯后應(yīng)靠近電梯按鈕站立，以便于操縱電梯。出電梯時(shí)，讓客人先出，然后自己攜帶行李出電梯，后繼續(xù)在前方引導(dǎo)客人到房間。如行李過多過重時(shí)，護(hù)送客人到電梯后，向客人解釋，請(qǐng)客人先到房間，把房間鑰匙交回客人，在推車搭行李專用電梯上房間。Whengettingintheelevator,punchthedoor,letguestgetinfirst,thengetinandstandbythebottonplacetooperatetheelevator.Whengettingoutoftheelevator,letguestgetoutfirst,thencarryluggagetogetoutoftheelevator,guideguesttohisroom.Iftherearemanyluggage,attheelevatorentryplace,explaintoguestthathegoestotheroomfirst,andgivehimthekey,thensendluggagetoguest’sroombyspecialluggageelevator.進(jìn)入房間前，先插入電子鑰匙（此時(shí)房間大部分燈亮），請(qǐng)客人先進(jìn)入房間。Afteropeningthedoor,putroomkeyintheplug(mostofthelightswillbeonimmediately),letguestgetinfirst.a) 開門后，如發(fā)現(xiàn)房?jī)?nèi)有其他客人的行李、雜物或房間未搞衛(wèi)生，應(yīng)立即退出，并向客人解釋清楚，再向樓層服務(wù)臺(tái)和前臺(tái)接待處聯(lián)系，完成換房后把結(jié)果通知前廳接待員。Ifluggagemanfindsoutotherpeople’sluggageortheroomisnotclean,leavetheroomimmediately,andexplainthesituationtoguest,thencontactservicecounterofthefloorandfrontsedk,changeroomandtellfrontdeskafterwards.客人入房間后對(duì)房間不滿意要求更換房間時(shí)，行李員應(yīng)立即與接待處聯(lián)系，完成換房工作后，再次通知前臺(tái)接待員。Ifguestrequirestochangeroomafterenteringtheroomhegets,luggagemanshouldcontactreceptionimmediatelytochange,tellthereceptionistinthefrontdeskthen.隨客人進(jìn)入房間后，將行李放在行李架或按客人吩咐將行李放好。Putluggageontheluggagestandortheplaceguestwantstoafterenteringtheroom.向客人介紹房間設(shè)施和各種設(shè)施的使用方法（如客人以前曾住過本酒店，就不必介紹了）。次序：開窗簾、房間的座向、茶水、冰柜的位置、服務(wù)指南、收音機(jī)、電視機(jī)開關(guān)的位置、空調(diào)控制、衣柜和洗手間。Introducetheusingmethodsofinfrastructuresintheroom(iftheguesthasstayedinthishotelbefore,itisnotnecessarytointroduce).Order:openthecurtain,drinkcontainer,freezer,serviceguidance,radio,removablecontrollerfortvandconditioners,closet,andbathroom.房間介紹完后，征求客人是否還有其他吩咐。在客人無其它要求時(shí)，即向客人道謝，迅速離開，將房門輕輕拉上。Askguestifhehasanyotherrequestsafterroomintroduction.Iftheguestdoesn’thaveanyotherrequests,saygoodbyetohim,andleaveimeediatelywithclosingthedoorquietly.做完每一個(gè)散客的行李進(jìn)店（包括原已住下需幫忙搬運(yùn)物品上房間的客人），應(yīng)迅速走員工通道返回禮賓部柜臺(tái)。立即在《散客入住登記表》上逐項(xiàng)登記清楚。Aftersendingluggagesfortheguests,gobacktotheconciergecounterthroughemployeepath.Fillintheformofguestregisteration.在接到通知要為某客人轉(zhuǎn)房時(shí)，先在《人員去向表》上記下出發(fā)時(shí)間和轉(zhuǎn)房房號(hào)，然后推行李車上樓層為客人轉(zhuǎn)房。提醒客人帶齊行李物品（如客人不在就與樓層領(lǐng)班一起檢查清楚有無遺留在房間里）。幫客人換上新開的房間鑰匙和住房卡。Withtheannouncementofchangingroomforgue