preparing for arrival客人入住前的準(zhǔn)備工作

1、STARDSTARDSTARDOPERATINGOPERATINGOPERATINGPROCEDUREPROCEDUREPROCEDURE標(biāo)準(zhǔn)操作標(biāo)準(zhǔn)標(biāo)準(zhǔn)操作標(biāo)準(zhǔn)標(biāo)準(zhǔn)操作標(biāo)準(zhǔn)標(biāo)準(zhǔn)操作標(biāo)準(zhǔn)PREPARATIONFAGUEST’SARRIVAL為客人的到來(lái)做準(zhǔn)備TASKNUMBER:任務(wù)號(hào)：任務(wù)號(hào)：BUT0007DEPARTMENT:部門(mén)：部門(mén)：ButlerDATEISSUED:制定日期：制定日期：August20052005年8月GUES

2、TEXPECTATION:客人期望：客人期望：WhenIarriveatthehotelIexpectmyroomtobereadyattentiontobepaidtomyamenitiespreferences.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：培訓(xùn)時(shí)間：1hour1小時(shí)Whyisthistaskimptantfyouourguests為什么這項(xiàng)任務(wù)對(duì)你和我們的客人都很重要？為什

3、么這項(xiàng)任務(wù)對(duì)你和我們的客人都很重要？Answers:回答：回答：1.Iamabletoensureasmoothcheckinprocessespeciallyfreturnguests.按照程序進(jìn)行檢查，特別是回頭客的房間。2.Thisisagoodchancetoexceedtheguestexpectations.這是超前滿足客人需求的好機(jī)會(huì)。3.Theguestroomshouldbepreparedaccdingtoourgu

4、estwishes.按照客人要求準(zhǔn)備客房。4.Thisisachancetomakeourguestfeelwelcomeexpected.是一次機(jī)會(huì)讓客人感到受到歡迎和期待。5.IamabletoincreaseourGSTSsce.提升客人滿意度調(diào)查系統(tǒng)的得分。WHATSTEPS什么什么步驟步驟HOWSTARDS如何做如何做標(biāo)準(zhǔn)標(biāo)準(zhǔn)TRAININGQUESTIONS培訓(xùn)問(wèn)題培訓(xùn)問(wèn)題4）Checktheroom檢查房間Allameni

5、tiesinClubInterContinentalroomswillbeinspectedbytheButler管家應(yīng)該檢查洲際俱樂(lè)部所有房間的物品。AllVIProomswillbeinspectedbytheHeadButleradditional.ChecktheroomaccdingtothestardrequirementsofInterContinentalHotels.Anydiscrepanciesaretobecre

6、ctedindertoachievethattheroomisreadyfpresentationbefetheguestarrives.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)：對(duì)以下項(xiàng)目進(jìn)行確認(rèn)：FruitPlatequalitypresentation準(zhǔn)備的果盤(pán)及其質(zhì)量Flowerqualitypresent

7、ation準(zhǔn)備的鮮花及其質(zhì)量Welcomechocolatepastryamenityqualitypresentation準(zhǔn)備的歡迎巧克力小餅干及其質(zhì)量Welcomeletterqualitypresentation準(zhǔn)備的歡迎信及其質(zhì)量Giftfreturnguestqualitypresentation回頭客準(zhǔn)備的禮物及其質(zhì)量Alloftheguest’sspecialrequirementsarefollowedupupon.跟蹤

8、所有顧客的特殊要求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。Summaryquestions:問(wèn)題概述：?jiǎn)栴}概述：1.WhichroomsneedtobepreparedcheckedbytheButler管家應(yīng)準(zhǔn)備和檢

9、查哪些房間。2.Whichstepsneedtobefollowed應(yīng)對(duì)哪些步驟進(jìn)行跟蹤？3.WhatisimptantaboutthecommunicationwithHK與客房部聯(lián)系時(shí)，最重要的是什么？4.Whenshouldtheroombepreparedreadyftheguestarrival客人到達(dá)前，什么時(shí)候?yàn)榭腿藴?zhǔn)備好房間？5.Whatshouldbecheckedintheroom應(yīng)對(duì)房間的哪些物品進(jìn)行檢查？6.Wh