《酒店客房培训引到客人到房间Rooming-a-Guest讲解学习》由会员分享，可在线阅读，更多相关《酒店客房培训引到客人到房间Rooming-a-Guest讲解学习（6页珍藏版）》请在金锄头文库上搜索。
1、STANDARDOPERATINGPROCEDURE标准操作程序ROOMINGAGUEST引导客人到房间TaskNumber:任务号：BUT-0008DEPARTMENT：部门：ButlerDATEISSUED：制定日期：August20112011年8月GUESTEXPECTATION：客人期望：Iexpectafriendly,efficientandunobtrusiveroomingexperience.IfIamaregular,Imaynotwantthiscourtesy.希望能友好、有效、/、唐突地被引到房间，如果我是长客，不需要此项服务。TIMETOTRAIN：培训时间：1h
2、our1小时Whyisthistaskimportantforyouandourguests?为什么这项任务对你和我们的客人都很重要？Answers:回答：1. Icanensureasmoothcheckinexperience确保客人顺禾U登记。2. Iamabletoprovidepersonalizedservice.提供个性化服务。3. Fulfillandexceedallexpectationsoftheguest.超前完成客人期望。4. IcanincreaseourGSTSscore提升客人意愿调查系统的得分。5. Theguestwillfeelexpectedandwel
3、comed客人感到被受到欢迎及期待。WHAT/STEPS什么/步骤1)Greetingattheelevator在电梯处迎接客人2)Showtheroom展示房间HOW/STANDARDS怎样做/标准GuestRelationsOfficerwillpresenttheButlerbynameandpasstheroomkeytotheButler.对客关系协调员将会给管家客人的名字，并把钥匙给管家。ThanktheGuestRelationsOfficer.感谢对客关系协调员。Bowslightly,andaddresstheguestasfollows:Welcome(back)toInt
4、erContinentalMrs.XXX”轻度弯腰，跟客人打招呼：“XXX先生，欢迎来到洲际酒店。.,MOffertocarryhis/hercoatorbriefcaseasyouescorttheguesttohis/herroom.陪同客人到房间时，主动帮客人拿他的衣服和皮箱。Opentheguestroomdoorwiththeguestkey(makingsureitworksbeforetheguestarrives),holdthedooropenandinsertthekeyintothemasterswitch.用客人钥匙打开客人房间(确信在客人到达前已准备好房间)，开门后，
5、把钥匙插入总的电源开关。Allowtheguestentertheroomfirstandproceedaccordingtooneofthefollowingscenarios:先让客人进入房间，按照下列其中一种设想进行：-Ifthebellmaniswaitinginfrontofthedoor,lethimintheroom.DonotbeginTRAININGQUESTIONS培训了可题Whowillgreettheguestatthemainentrance?谁在入口迎接客人？Howshouldtheguestbeaddressed?DRILLLANGUAGE/BODYLANGUAG
6、E怎样跟客人打招呼？训练语言/身体语言Whatshouldbedonefirstwhenenteringtheguestroom?进入客人房间时首先应该做什么？Whatshouldbedoneifthebellmanisinfrontofthedoor?当行李员已等候在门前时，应该怎么做？“TheWHAT/STEPS什么/步骤HOW/STANDARDS怎样做/标准TRAININGQUESTIONS培训问题presentationuntilthebellmanhasfinisheplacingtheluggage.Begin“ThePreassoonasthebellmanexits.如果行李员
7、已在门前等候，让他进入房间，等到行李员放好行李出门后，再开始“介绍”。-Ifthebellmanarrivesafteryouhavebegun“ThePresentation”,lethiminandstandplacestheluggage.Continueafterheexitstheroom.如果行李员在你已经开始“介绍”时到达，让行李员进入房间，站在旁边等行李员放好行李出门后，再继续你的“介绍”。Thebellmanwillusuallyreceiveagratuity.Allowtheguesttimetogiveittohim,butdonotpausetoolong,looko
8、rseeminterestedinthegratuitygiventothebellman.行李员通常会收到小费，留给客人时间给行李员小费，但时间/、要过长，显得对给行李员的小费表示感兴趣。dsentation”ashe3)Presentthein-roomfacilities展示房间内设施Donotassumethattheguesthastimeforafullpresentation.Asktheguestasfollows:“MayItakeafewmomentstoexplainthefeaturesofyourroom?/、要假设客人都有时间去了解房间内的设施，询问客人如下：“能占
9、有您一会儿时间来替您介绍房间内的设施吗？”Doallguestsreceiveanintroductiontotheroom?所有的客人都需要对房间做出介绍吗？Guestorientationalwaysincludesinstructionsabout客人一般会倾向于对以下物品的用法说明：- temperaturecontrol温度的控制- emergencyexits紧急出口- technologyinformationregardinginternetacces箱美上网的信息- powersupply电源配备- introducetheISPA介绍水疗Whichfacilitiessho
10、uldbeintroducedtotheguest?应该给客人介绍哪些设施？WHAT/STEPS什么/步骤HOW/STANDARDS怎样做/标准TRAININGQUESTIONS培训问题-introduceRestaurantsandBa介绍餐厅和酒吧-IntroduceClubservicesandadvantages介绍俱乐部服务及优势4)Offerservices提供服务Icewillbeofferedtoallguestsorpre-setinroom.为所有客人提供或预先准备冰冻食品。Whilstgreetingarrivingguests,thebutlerwilloffercom
11、plimentarypressingandshoeshineservice.在迎接客人时，管家应该为客人提供熨烫及擦鞋服务。Duringtherooming,thebutlerwilloffertotakecoatsandhangtheminthecloset.在客人到达房间时，应该为客人拿衣服并把衣服挂到衣柜里。Duringtherooming,thebutlerwillexplaintheoperationoftheInstantServiceButton.在客人到达房间时，管家应该给客人解释怎样操作紧急按钮。Whilstgreetingarrivingguests,thebutlerwi
12、llofferunpackingservices.在迎接客人时，管家应该提供行李服务。Whilstgreetingarrivingguests,thebutlerwilloffercomplimentarycoffee,tea,orsoftdrinks.在迎接客人时，管家应该给客人提供咖啡、茶或饮料。Whichservicesshouldbeoffered?应该提供哪些服务？5)Leavetheroom离升房间Makesurethatalltheguestsquestionshavansweredandofferadditionalservices.确信已回答完所有客人疑问并提供了额外服务。/
13、eWeanshouldbeaskedbeforeleavingtheguestroom?在离开客人房间前，应做些什么？6)FollowupAlltheguestssequestobefollowedupwiththeappropriatedepartments.Whathappenswhenarenot?当没有追踪时，会发生什么？WHAT/STEPS什么/步骤HOW/STANDARDS怎样做/标准TRAININGQUESTIONS培训问题跟踪与主管部门一起对客人要求进行追踪Summaryquestions:问题概述：1. WhereshouldtheButlerwaitfortheGuest?
14、管家应该在哪里等客人？2. Whichstepsneedtobefollowedwhencheckingtheguestin在客人登记时，应做哪些步骤？3. Whyisitimportantthatwetaketheguesttotheroom?为什么带客人到房间非常重要？4. Shouldallguestsreceiveanintroductiontotheroom/hotel?所有客人都要求介绍房间和酒店吗?5. WhatdoIhavetointroduceandwhy?我们必须介绍什么？为什么？Nowaskthetraineetopracticethetaskfromstarttoendtotestcompetency.现在由培训生按照步骤从头到尾进行实践操作并做测试
