酒店客人到店门童操作程序（中英文）Guest Expectation 客人期望: I expect that I get a warm welcome from the first point of contact with the hotel which is often the Doorman. The Doorman should open my car door and help me unload my luggage. He should also open the Hotel Door.我希望能得到门童的热情地欢迎，接触酒店首先就要接触门童门童要帮我开车门并帮助我卸下行李他也应该为我打开酒店之门Why is this task important for you and our guests?为什么该职责对你和我们的客人都很重要？Answers回答:1. We must welcome every one of our guests.我们须欢迎我们每一位客人2. The first impression is the most important experience to our guests.第一印象最我们的客人最重要。
3. Demonstrate my professionalism.展示我的专业化4. Increase the GSTS score.提高宾客满意度分数STEPS步骤How / Standards标准1) Welcome guest欢迎客人Upon a car approaching the hotel entrance, proceed to open the back door (Limo/Taxi) or Front Door (Private car) to assist the guest. 在车要到酒店门口时，为客人打开车后门（轿车/出租车）或前门（私车）Welcome the guest to the hotel and ask if luggage is in the trunk.欢迎客人到酒店，并询问客人的行李是否在汽车后箱2) Help with luggage帮助搬行李If there is luggage, be proactive and offer assistance with the luggage. 如果有行李的话，主动帮助搬运行李Retrieve the luggage as instructed by the guest and put it on a luggage trolley carefully. 按客人要求找回行李，小心地将行李放在行李车上。
Be careful not to damage any luggage especially leather bags.当心不要弄坏任何一件行李，特别是皮革袋Verify that all pieces have been retrieved from the car. 核实从车上卸下的物品Take a luggage ticket and write the number of bags on the bottom of luggage ticket. 用行李标签并在底部记上袋子标号Tag each bag on a visible spot. 在容易被看见的地方，将每个袋子记上标签Bellman positioned at the Front Door will bring the luggage trolley into the lobby and place it together in Luggage Storage area. 位于前门的门童会把行李车推进大堂，把行李集中放在行李储藏区3) Other service其他服务Doorman can provide auto-route information to our customers. 门童要想我们客户提供自动路由信息。
Direct guests to the Front Desk /Restaurant / function room as appropriate. 恰当地指引客人到前台/餐厅/功能室Summary questions问题小结:1.Which door should we open first when passengers are seated in the front and back?如果前、后排座位都有乘客，我们应该先开哪道门？2．a) What is particularly important about the Doorman’s body language? 对于门童的肢体语言而言，特别重要的是什么？ b) What qualities should a Doorman possess (alertness, appropriateness)?一个门童应该具备什么素质（机警，适宜）？ c) What specifically do you say when verifying numbers of luggage?当你核实行李数量时，你会详尽地说些什么？3.What is “auto route” information and who is it issued to? 什么是“自动路由”信息，该信息要传给谁？。