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1、STANDARDOPERATINGPROCEDURE標(biāo)準(zhǔn)操作標(biāo)準(zhǔn)PREPARATIONFORAGUEST’SARRIVAL為客人的到來做準(zhǔn)備TaskNumber:任務(wù)號(hào)：BUT-0007Department:部門：ButlerDateIssued:制定日期：August20052005年8月GuestExpectation:客人期望：WhenIarriveatthehotel,Iexpectmyroomtobereadyandattentiontobepaidtomyamenitiesandpr
2、eferences.當(dāng)我到達(dá)酒店時(shí)，希望酒店能根據(jù)我的個(gè)人需求準(zhǔn)備好房間。TimetoTrain:培訓(xùn)時(shí)間：1hour1小時(shí)Whyisthistaskimportantforyouandourguests?為什么這項(xiàng)任務(wù)對(duì)你和我們的客人都很重要？Answers:回答：1.Iamabletoensureasmoothcheckinprocess,especiallyforreturnguests.按照程序進(jìn)行檢查，特別是回頭客的房間。2.Thisisagoodchancetoexceedthegu
3、estexpectations.這是超前滿足客人需求的好機(jī)會(huì)。3.Theguestroomshouldbepreparedaccordingtoourguestwishes.按照客人要求準(zhǔn)備客房。4.Thisisachancetomakeourguestfeelwelcomeandexpected.是一次機(jī)會(huì)讓客人感到受到歡迎和期待。5.IamabletoincreaseourGSTSscore.提升客人滿意度調(diào)查系統(tǒng)的得分。WHAT/STEPS什么/步驟HOW/STANDARDS如何做/標(biāo)準(zhǔn)T
4、RAININGQUESTIONS培訓(xùn)問題1)Checkarrivaltimes查看到達(dá)時(shí)間Checkonedaypriortoandinthemorningofarrival.EnsurethatroomshavebeenblockedbytheRoomAdministrator.提前一天檢查第二天早上要到達(dá)的客人，確保房間服務(wù)員已鎖了房間。Whenshouldthearrivalreportbechecked?什么時(shí)候查看到達(dá)報(bào)告？2)CheckGuestHistory查看客人檔案Ensure
5、thatalloftheguestwishesarefollowedupuponiftheguestisareturnguest.如果客人是回頭客，確保對(duì)所有客人的要求進(jìn)行追蹤。WhydoIhavetochecktheGuestHistory?為什么需要檢查客人檔案。1)FollowupwithHousekeeping與客房部一起追蹤C(jī)ommunicatearrivaltimesandexpectedcompletionofroomwithHK.傳達(dá)到達(dá)時(shí)間，與客房部一起完成客人需求。4）Che
6、cktheroom檢查房間AllamenitiesinClubInterContinentalroomswillbeinspectedbytheButler管家應(yīng)該檢查洲際俱樂部所有房間的物品。AllVIProomswillbeinspectedbytheHeadButleradditional.ChecktheroomaccordingtothestandardrequirementsofInterContinentalHotels.Anydiscrepanciesaretobecorrect
7、edinordertoachievethattheroomisreadyforpresentationbeforetheguestarrives.管家主管應(yīng)該按照洲際酒店標(biāo)準(zhǔn)，再另外檢查重要客人房間。管家在客人到達(dá)以前糾正所存在的差異，為客人準(zhǔn)備好房間。Ensurethefollowing:對(duì)以下項(xiàng)目進(jìn)行確認(rèn)：-FruitPlatequalityandpresentation準(zhǔn)備的果盤及其質(zhì)量-Flowerqualityandpresentation準(zhǔn)備的鮮花及其質(zhì)量-Welcomechocol
8、ate/pastryamenityqualityandpresentation準(zhǔn)備的歡迎巧克力/小餅干及其質(zhì)量-Welcomeletterqualityandpresentation準(zhǔn)備的歡迎信及其質(zhì)量WhichroomsneedtobeinspectedbytheChiefButler?主管需要檢查哪些房間Howshouldtheroomsbechecked?怎樣檢查房間Whatneedstobecheckedintherooms?檢查房間時(shí)應(yīng)對(duì)哪些地方進(jìn)行檢查。-Giftforreturng
