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1、 STANDARD OPERATING PROCEDURE标准操作程序标准操作程序ADDRESSING A GUEST正确称呼客人TASK NUMBER: 任务号：BUT-0001DEPARTMENT:部门： ButlerDATE ISSUED: 制定日期：August 20112011 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.希望能准确、礼貌的称
2、呼我, 能正确地叫出并记住我的名字。TIME TO TRAIN: 培训时间：30 minutes30 分钟Why is this task important for you and our guests?为什么这项任务对你和我们的客人都很重要。Answers: 回答：1. I should be courteous to all guests. 应该礼貌地对待客人。2. I need to fulfill the guest expectation 应该实现客人期望。 3. I want to maintain InterContinental Hotel high standards by
3、 addressing guests correctly.按照洲际最高标准迎接客人。4. I can show my professionalism.展示我们的职业水准。 WHAT/ STEPS什么/ 步骤HOW/ STANDARDS如何做/标准TRAINING QUESTIONS培训问题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员到达报告，检查所有的重
4、要客人及随同人员房间，洲际俱乐部客人名单Butler must be able to memorize and pronounce their names correctly. 需要正确地记住及拼写他们的名字。When do we check the guest names?我们在哪里检查客人名单？Why do I have to memorize the guest name?为什么我要记住客人名字。2) Check the guest name and title检查客人名字及头衔Look for the guest title and name in the computer syste
5、m. If there is any doubt whether the title or name is correct, contact Reservations or Sales to double check. 利用计算机系统寻找客人头衔和名字。如果对客人名字和头衔的正确性有任何疑问，请与预定部和销售部核实。These are the titles as they have to be used to address our guests:称呼客人的头衔：1. A KING 国王First time address as “Your Majesty”, then “ Sir”第一次称呼
6、为“陛下”，然后称为“先生”2. A QUEEN 女王First time as “Your Majesty”, then “ Madam”第一次称呼为“陛下”，然后称为“女士”3. A PRINCESS 公主First time as “Your Royal Highness”, then “Madam”第一次称呼为“殿下”，然后称为“女士”4. A PRINCE 王子First time as “Your Royal Highness”, then “Sir”第一次称呼“殿下”，然后称为“先生”5. A ROYAL DUKE 皇室公爵First time as “Your Royal Hi
7、ghness”, then “Sir”第一次称呼为“殿下”，然后称为“先生”6. A DUCHESS 公爵夫人How do we address our guests?应该怎样称呼我们的客人？Why is it important to address guests with their title?为什么用正确的头衔称呼客人很重要？DRILL LANGUAGE/BODY LANGUAGE训练语言及身体语言 WHAT/ STEPS什么/步骤HOW/ STANDARDS如何做/标准TRAINING QUESTIONS培训问题First time as “Your Royal Highness”,
8、 then “Madam”第一次称呼为“殿下”，然后称为“夫人”7. A COUNTESS 伯爵夫人First time as “Lady (first name)”, then “Madam”第一次称呼为名字加女士，然后称为“夫人”8. A BARON 男爵First time as “Lord (last name)”, then “Sir”第一次称呼为姓加阁下，然后称为“先生”9. A PRESIDENT 总统“Mr. President” “总统先生”10. A SENATOR 议员“Senator (last name)”姓加议员 11. AN AMBASSADOR 大使First
9、times as “Ambassador (last name)”, then “Your Excellency”第一次称呼为姓加大使，然后称为“阁下”12. A MAYOR 市长“Mr. Mayor”“市长先生”3) Courtesy standards when addressing a guest称呼客人时的礼貌标准1. When in doubt, address as “Sir” or “Madam”不确定时，称呼“先生”或“女士”2. Never call a guest by their first name, even when asked.永远不要用客人的名字称呼客人，就算是
10、被问及时。3. Guests should be greeted with a neck bow and eye contact (except for the King & Queen of Thailand). 迎接客人时要弯腰，眼睛要注视对方（泰国国王、王后除外）。4. Never offer to shake hands.不要主动跟人握手。5. If a guest initiates a handshake, do so如果客人主动要跟你握手，才能跟客人握手。How should we address a guest if we do not know the name or tit
11、le?在不知道客人名字或头衔前，我们应该怎样称呼客人。Should we shake a guests hand?我们应该主动去握客人的手吗？ Summary questions:问题概述:1. How should we address our guests? 我们应该怎样称呼客人。2. What do we have to do when we do not have specific information? 当我们没有专门信息时，我们应该做协商能够做些什么？3. Should we always shake a guests hands?我们应该主动跟客人握手吗4. Which are the appropriate guest titles? 对客人的称呼有哪些？Now ask the trainee to practice the task from start to end to test competency.现在由培训生按照步骤从头到尾进行实践操作并做测试
