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1、洲际酒店客房（中英文版）SOPSTANDARD OPERATING PROCEDURE标准操作标准PREPARATION FOR A GUESTS ARRIVAL为客人的到来做准备Task number：任务号：BUT-0007DEPARTMENT:部门：Butlerdate Issued：制定日期：August 20052005年8月.word 版.Guest Expectation：客人期望：When I arrive at the hotel, I expect my room to be ready and attention to b paid to my amenities and
2、 preferences.当我到达酒店时，希望酒店能根据我的个人需求准备好房间。time to train：1 hour培训时间：1小时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 am able to ensure a smooth check in process, especially for return guests .按照程序进行检查，特别 是回头客的房间。2. This is agood chance toexceed the guest expecta
3、tions.这是超前满足客人需求的好机会。3. The guestroom should beprepared according to our guest wishes .按照客人要求准备客房。4. This is achance to makeour guest feel welcome and expected.是一次机会让客人感到受到欢迎和期待。5. I am able to increase our GSTS score.提升客人满意度调查系统的得分。WHAT/ STEPS 什么/步骤HOW/ STANDARDS 如何做/标准TRAINING QUESTIONS 培训问题1)Chec
4、k arrival times.word 版.查看到达时间Check one day prior to and in the morning of arrival. Ensure that rooms have been blocked by the Room Administrator.提前一天检查第二天早上要到达的客人，确保房间 服务员已锁了房间。When should the arrival report be checked?什么时候查看到达报告？2)Check Guest History查看客人档案Ensure that all of the guest wishes are fol
5、lowed up upon if the guest is a return guest.如果客人是回头客，确保对所有客人的要求进行追 踪。Why do I have to check the Guest History? 为什么需要检查客人档案。3)Follow up with Housekeeping与客房部一起追踪Communicate arrival times and expected completion of room with HK.传达到达时间，与客房部一起完成客人需求。4) Check the room检查房间All amenities in Club InterConti
6、nental rooms will be inspected by the Butler 管家应该检查洲际俱乐部所有房间的物品。All VIP rooms will be inspected by the Head Butler additional. Check the room according to the standard requirements of InterContinental Hotels.Which rooms need to be inspected by the Chief Butler?主管需要检查哪些房间How should the rooms be check
7、ed?.word 版.Any discrepancies are to be corrected in order to achieve that the room is ready for presentation before the guest arrives.管家主管应该按照洲际酒店标准，再另外检查重要 客人房间。管家在客人到达以前纠正所存在的差异，为客人准 备好房间。Ensure the following:对以下项目进行确认：- Fruit Plate quality and presentation准备的果盘及其质量- Flower quality and presentatio
8、n准备的鲜花及其质量- Welcome chocolate/pastry amenity quality and presentation准 备的欢迎巧克力/小饼干及其质量- Welcome letter quality and presentation准备的欢迎信及其质量- Gift for return guest quality and presentation回头客准备的礼物及其质量- All of the guests special requirements are followed up upon. 跟踪所有顾客的特殊要求怎样检查房间What needs to be checke
9、d in the rooms? 检查房间时应对哪些地方进行检查。Summary questions：问题概述：1. Which rooms need to be prepared and checked by the Butler?管 家应准备和检查哪些房间。.word 版.2. Which steps need to be followed?应对哪些步骤进行跟踪？3. What is important about the communication with HK?与 客房部联系时，最重要的是什么？4. When should the room be prepared and ready
10、for the guest arrival?客 人到达前，什么时候为客人准备好 房间？5. What should be checked in the room?应对房间的哪些物品进行检查？6. Who should you contact if the room is not set up?如果房间还没布置好，应该与谁联系。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standard operating procedure标准操作程序
11、ROOMING A GUEST引导客人到房间Task number：任务号：BUT-0008.word 版.DEPARTMENT:部门：Butlerdate Issued：制定日期：August 20052005年8月Guest expectation：客人期望：I expect a friendly, efficient and unobtrusive rooming experience. If I am regular, I may not want this courtesy.希望能友好、有效、不唐突地被引到房间，如果我是长客，不需要此项服务。time to train： 培训时间：1
12、 hour1小时aWhy 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：1.2.3.4.I can ensure a smooth check in experience. I am able to provide personalized service. Fulfill and exceed all expectations of the I can increase our GSTS score.确保客人顺利登记。提供个性化服务。guest.超前完成客人期望。提升客人意愿调查系统
13、的得分。.word 版.5.The guest will feel expected and welcomed.客人感到被受到欢迎及期待。WHAT/ STEPS什么/步骤1)Greeting at the elevator在电梯处迎接客人HOW/ STANDARDS怎样做/标准Guest Relations Officer will present theButler by name and pass the room key to theButler.对客关系协调员将会给管家客人的名字，并把钥匙给管家。TRAINING QUESTIONS培训问题Who will greet the gues
14、t at the main entrance?谁在入口迎接客人？Thank the Guest Relations Officer.感对客关系协调员。How should the guest be addressed?DRILL LANGUAGE/BODY LANGUAGE怎样跟客人打招呼？训练语言/身体语言Bow slightly, and address the guest asfollows:“Welcome (back) to InterContinental .,Mr. / Mrs. XXX”轻度弯腰，跟客人打招呼：“XXX先生，欢迎来到洲际酒店。”.word 版.WHAT/ STE
15、PS 什么/步骤HOW/ STANDARDS 怎样做/标准TRAINING QUESTIONS 培训问题Offer to carry his/ her coat or brief case a you escort the guest to his/her room.陪同客人到房间时，主动帮客人拿他的衣服和皮 箱。s2)Show the room展示房间Open the guestroom door with the guest key (making sure it works before the guest arrives), hold the door open and insert the key into the master switch.用客人钥匙打开客人房间(
