1、STANDARD OPERATING PROCEDURE標(biāo)準(zhǔn)操作標(biāo)準(zhǔn)PREPARATION FOR A GUESTS ARRIVAL為客人的到來做準(zhǔn)備T ASK N UMBER :BUT-0007任務(wù)號(hào)：D EPARTMENT:Butler部門：D ATE I SSUED :August 2005制定日期：2005年 8 月GWhen I arrive at the hotel, I expect my room to be ready and attention to be paid to myUESTEXPECTATION:amenities and preferences.客人期望：當(dāng)我

2、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。T IME TO T RAIN :1 hour培訓(xùn)時(shí)間：1 小時(shí)Why is this task important for you and our guests?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. I am able to ensure a smooth check in process, especially for return guests按.照程序進(jìn)行檢查，特別是回頭客的房間。2. This is a good chance to exceed the guest expectations這.是超前滿足

3、客人需求的好機(jī)會(huì)。3. The guest room should be prepared according to our guest wishes按.照客人要求準(zhǔn)備客房。4. This is a chance to make our guest feel welcome and expected是.一次機(jī)會(huì)讓客人感到受到歡迎和期待。5. I am able to increase our GSTS score.提升客人滿意度調(diào)查系統(tǒng)的得分。WHAT/ STEPSHOW/ STANDARDSTRAINING QUESTIONS什么/步驟如何做/標(biāo)準(zhǔn)培訓(xùn)問題1) Check arrival t

4、imes查看到達(dá)時(shí)間2) Check Guest History查看客人檔案3) Follow up with Housekeeping與客房部一起追蹤C(jī)heck one day prior to and in the morning of arrival. Ensure that rooms have been blocked by the Room Administrator.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。Ensure that all of the guest wishes are followed up upon if the guest is a re

5、turn guest.如果客人是回頭客，確保對(duì)所有客人的要求進(jìn)行追蹤。Communicate arrival times and expected completion of room with HK.傳達(dá)到達(dá)時(shí)間，與客房部一起完成客人需求。When should the arrival report be checked?什么時(shí)候查看到達(dá)報(bào)告？Why do I have to check the Guest History?為什么需要檢查客人檔案。4） Check the room檢查房間Summary questions:問題概述：All amenities in Club InterCo

6、ntinental rooms will be inspected by the Butler管家 應(yīng)該檢查洲際俱樂部所有房間的物品。All VIP rooms will be inspected by the Head Butler additional. Check the room according to the standard requirements of InterContinental Hotels.Any discrepancies are to be corrected in order to achieve that the room is ready for pres

7、entation before the guest arrives.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。Ensure the following:對(duì)以下項(xiàng)目進(jìn)行確認(rèn)：- Fruit Plate quality and presentation準(zhǔn)備的果盤及其質(zhì)量- Flower quality and presentation 準(zhǔn)備的鮮花及其質(zhì)量- Welcome chocolate/pastry amenity quality and presentation 準(zhǔn)備的歡迎巧克力 / 小餅干及其質(zhì)量- Welcome let

8、ter quality and presentation準(zhǔn)備的歡迎信及其質(zhì)量- Gift for return guest quality and presentation 回頭客準(zhǔn)備的禮物及其質(zhì)量-All of the guest s specialentsrequiremarefollowedup upon. 跟蹤所有顧客的特殊要求Which rooms need to be inspected by the Chief Butler?主管需要檢查哪些房間How should the rooms be checked?怎樣檢查房間What needs to be checked in th

9、e rooms?檢查房間時(shí)應(yīng)對(duì)哪些地方進(jìn)行檢查。1. Which rooms need to be prepared and checked by the Butler?管家應(yīng)準(zhǔn)備和檢查哪些房間。2. Which steps need to be followed?應(yīng)對(duì)哪些步驟進(jìn)行跟蹤？3. What is important about the communication with HK? 與客房部聯(lián)系時(shí)，最重要的是什么？4. When should the room be prepared and ready for the guest arrival?客人到達(dá)前，什么時(shí)候?yàn)榭腿藴?zhǔn)備好房間？5. What should be checked in the room? 應(yīng)對(duì)房間的哪些物品進(jìn)行檢查？6. Who should you contact