五星级酒店GRO服务程序.docx

1、五星级酒店GRO服务程序Standard: Butlers will have basic knowledge about matters of ticketing and able to complete some basic steps in resolving them. 标准： 专职管家应有关于机票事宜的基本知识，并能够完成解决这些问题的基本步骤。 Procedures: 1. Butlers shall be knowledgeable of type of guest requests relating to matters of air-ticketing: Reservatio

2、n: To reserve/book a seat on a flight for a guest or passenger. Reconfirmation: To confirm with airline that guest is leaving on a particular day via a particular flight. Change: To change guests departure date, flight number/departure time. Re-route: Changing of destination. Endorsement: Changing o

3、f carrier/airline company. Refund: Can only be done by guest from place of issue or purchasing. 2. Butler shall be knowledgeable of key information indicated on air-ticket: Name of passengers Departure date/time Name of airline company Flight number Class of seats From which city to which destinatio

4、n Reservation status Ticket number Validity period Free bag allowance Ticket restrictions 3. Butler shall always ask for second/third options from guests upon handling the requests. 4. Butlers shall take personal responsibility of safeguarding guests air-tickets during the request process. 5. For re

5、ference purpose, butlers shall always ask for name of airline staff who he is speaking to after they done the requests. 6. Butlers shall place guest air-ticket in Air-ticket Envelope upon handing it back to guest after completing of service. 7. Butlers shall always hand air-tickets back to guest in

6、person. 程序： 1. 专职管家在客人各种关机票事宜的要求上应具备足够丰富的知识： 预定：为客人或乘客在某一航班上保留/预定一个位子。 确认：与航空公司确认客人将在特定的日期经由特定的航班离开。 更改：更改客人的离开日期，航班号/离开时间。 变更旅程：变更目的地。 迁票：变更航班/航空公司。 退票：只能经由客人从出票或购票处完成。 2. 专职管家应对机票上显示的关键信息足够了解： 乘客姓名 离开日期/时间 航空公司 航班号 舱位 从哪一城市至那一目的地 预定情况 机票号 有效期 允许随身携带多少包件 机票限制 3. 专职管家在处理这些要求时将总是从客人处询问并得到第二/第三种选择。 4.

7、 专职管家个人在处理过程中将对客人的机票安全负有责任。 5. 出于参考的目的，专职管家在处理完这些要求后需总是问得他所与之对话的航空公司员工的姓名。 6. 专职管家在完成服务后需将客人的机票置于票夹内交还给客人。 7. 专职管家总是需亲手将机票交回给客人。 Standard: All Butlers will constantly thinking of ways to service the Guest by means of offering Guests Preferences before they ask. By observation of gestures/facial expr

8、essions and by knowledge of information in Guest History, we will provide personalized Guests service on a consistent basis. 标准： 所有的专职管家要经常思考服务客人的方法，在客人提出要求前为客人提供他们想要的服务。通过观察客人的手势/面部表情，以及从客人历史记录上记载的信息，我们将在一贯的基础上为客人提供个人化的服务。 Procedures: 1. All Butlers shall review all arriving guests needs and prefer

9、ences located in Guest History. 2. By understanding and studying/updating each Guest needs and preferences Butlers will deliver the service before the Guests ask. 3. Using Observation Skills one will determine Guests needs. Looking at Body Language, hand gestures, facial expression such as confused,

10、 excited, looking for something etc, a Butler will at least offer his/her assistance. But if it can be determined what the Guest is requiring, then complete the service to the Guests. 4. Butlers will inspect Guest rooms in the absence of Guests to find Guest needs and preference. 5. All guest prefer

11、ence shall be input into OPERA guest profile in standard format. 6. Through large amounts of info obtained by all departments and consolidated in Guest History, we will provide fast and efficient service to all Guests. 程序： 1. 所有的专职管家应熟知所有预抵客人客史里的需求与喜好。 2. 通过了解和学习每一位客人的需求和喜好,专职管家将在客人要求前提供服务。 3. 通过观察的

12、技巧，专职管家可以得知客人的需求。观察肢体语言，手势，面部表情例如迷惑，兴奋，搜寻某物等，一位专职管家至少将提供他/她的帮助。但是如果能确定客人的要求，则需完成对客服务。 4. 专职管家将在客人不在房间里时检查客房，并从中找到客人的需求与喜好。 5. 所有的客人喜好必须以标准的形式输入OPERA系统的宾客文档里。 6. 通过来自所有部门的大量信息和统一合并输入客史的档案，我们将对所有的客人提供快速有效的服务。 Standard: Guests with no arrival time & pick up shall be greeted and received by Butlers on t

13、he floor upon their arrival. 标准： 当没有到达和接机时间的客人到达时，专职管家需在楼层上问候和接待。 Procedures: 1. Front Service Room Controller will pre-block arrival rooms whenever possible. 2. Butler shall inspect assigned guest room and ensure everything in the room is ready for occupying. 3. Upon guest arrives in Reception, GSA

14、 shall verify the reservation and inform Butler of this particular guests arrival. 4. Butler shall proceed to guest lift lobby of assigned rooms floor and wait for guests coming up. 5. GSA, or Lobby Butler shall escort guest to the floor and introduce Butler of that floor to guest at lift lobby. 6.

15、Butler shall greet and receive the guest after being introduced, and proceed to in-room registration and service/facility introduction. (Refer to S&P RM-BU-A020 & A021) 7. After completing the greeting, Butler shall update guest profile with greeting type Floor Greeting for future reference. 程序： 1.

16、前台客房控制员将把预抵客房事先排定。 2. 专职管家需检查已排定的客房并确保客房已为客人入住做好准备。 3. 当客人到达前台时，前台接待需确认其预定并告知专职管家该客人的到达。 4. 专职管家需在排定的客房所在楼层电梯厅等待客人到达。 5. 前台接待或楼层专职管家需引领客人至楼层，并在电梯厅将该楼层的专职管家介绍给客人。 6. 专职管家需在介绍之后问候并接待客人，完成房内入住登记和服务/设备的介绍。（参考S&P RM-BU-A020 & A021） 7. 完成问候之后，专职管家需以问候类别楼层问候来更新宾客文档，以备日后参考。 Standard: Shall there are guests

17、not being greeted and received by Butler in the lobby or on the floor, Butler shall make self-introduction and offer butler services. Butler shall take this action within 10 minutes after guest enters the room. 标准： 专职管家如没有在大堂或楼层上问候和迎接抵店客人，就需要进行客房内的自我介绍和提供专职管家服务。专职管家需在客人进入房间后10分钟内完成 这一任务。 Procedures:

18、 1. Front Service Room Controller will pre-block arrival rooms whenever possible. 2. Butler shall inspect assigned guest room and ensure everything in the room is ready for occupying. 3. Upon knowing guest already entered the room, Butler shall check with GSA, who escorted guest just now, to see if

19、any services being requested by guest. 4. Butler shall make self-introduction by knocking on guest room door. Meanwhile Butler may also deliver guest service requests. 5. For self-introduction, Butler shall use the following standard phrase: “Mr Jones, I am your Butler John. I am here with your coff

20、ee (if it is requested by guest) May I take a few of your minutes time to introduce some features and facilities of your room?” 6. If guest wish to have the introduction, Butler shall proceed with reference to S&P RM-BU-A021. 7. If arrived guest room is under Do Not Disturb, or not in the room, Butl

21、er shall leave a message under guest rooms door to notify guest of your presence. The standard phrase shall be: Dear Mr./Mrs./Dr. (Last Name)Please contact me when you return(or at your convenience) so that I may introduce myself and familiarize you with room facilities and services. I may be reache

22、d by pressing the button marked “Butler” located on your telephone.Your Butler(Your Name)8. Butler shall update guest profile with greeting type In Room Greeting for future reference. 程序： 1. 前台客房控制员将把预抵客房事先排定。 2. 专职管家需检查已排定的客房并确保客房已为客人入住做好准备。 3. 在得知客人已进入房间时，专职管家需和前台接待核实，刚才谁引领客人进入客房，并去看一下客人是否要求服务。 4.

23、 专职管家需敲门并进行自我介绍。同时，也可以进行客人要求的服务。 5. 自我介绍时，专职管家需使用以下标准用语： “Jones先生，我是您的专职管家John。我来送您的咖啡（如果客人要求）我可以占用您几分钟时间为您介绍一下房间的设备吗？” 6. 如果客人希望你介绍的话，专职管家需参照S&P RM-BU-A021。 7. 如果客人打着请勿打扰的灯，专职管家需从门缝下塞留言纸，告知客人你的存在。标准如下： 尊敬先生/太太/博士（姓） 请在您回来（在方便）时与我联系，我会为您介绍我自己及使您了解熟悉你的客房设备和我们的服务。您在按下床头电话上的“专职管家”键后，我会立即到您的房间里来。 您的专职管家

24、 （你的名字） 8. 专职管家需以问候类别房内问候来更新宾客文档，以备日后参考。 Standard: Guests with arrival time and airport pick up shall be greeted and received by Butler at the hotel entrance upon arrival. 标准： 专职管家需在客人到达时，于酒店大堂入口处问候并接待有到达和接机时间的客人。 Procedures: 6. Rooms for guests with arrival time and airport pick up will be pre-assi

25、gned by Front Service Room Controller in the morning whenever possible. 7. Butler shall inspect assigned guest room and ensure everything in the room is ready for occupying prior to guests arrival. 8. Command Center will notify Butler what time the arrival guest leaves the airport, and what the vehi

26、cle number is for the car. 9. Butler shall come down the hotel entrance to standby for greeting at least 10 Mins before estimated arrival time of guest, with this guests welcome folder. 10. When guest walk into hotel entrance, Butler shall approach to him and greet him with warm smile: a. “Good Morn

27、ing/afternoon/evening, Mr Jones, Welcome to St. Regis Shanghai. I am your Butler Steven. Please let me show you the way to your room.” (if guest is 1st visitor) b. or “Good Morning/afternoon/evening, Mr Jones, Welcome back! I am your Butler Steven. Please let me show you the way to your room.” (if g

28、uest is return one) 11. After greeting, Butler shall show guest the way to his/her room for in-room registration & guest room introduction. (Refer to S&P RM-BU-A020 & A021) 12. After completing the greeting, Butler shall update guest profile with greeting type Lobby Greeting for future reference. 程序

29、： 1. 有到达和接机时间客人的房间将由前台客房控制员在早晨事先排定。 2. 专职管家需 事先检查所排定的客房，确保在客人到达前客房已为客人入住准备就绪。 3. 控制中心会告之专职管家将抵达的客人出机场的时间和接机车号。 4. 专职管家需至少在客人预估到达前10分钟，拿好该客人的入住登记本，在酒店大堂入口处等待迎候客人。 5. 当客人走进酒店入口时，专职管家需接近并以热情的微笑问候客人： “早上/下午/晚上好 Jones先生,欢迎来上海瑞吉红塔大酒店。我是您的专职管家STEVEN。请让我带您去您的房间。”（如果客人是第一次来） 或者“早上/下午/晚上好 Jones先生,欢迎回来！我是您的专职管

30、家STEVEN。请让我带您去您的房间”（如果客人是回头客） 6. 问候之后，专职管家需带领客人进入他/她的房间，进行房内入住登记和客房介绍。（参照S&P RM-BU-A020 & A021）。 7. 在完成问候之后，专职管家需以问候类别大堂问候来更新宾客文档，以备日后参考。 Standard: One piece of white board is located in every butlers pantry room, which is served as place of recording guest information of particular floors. Butler i

31、s responsible for updating guest information on the white board on a shift basis. 标准： 每个专职管家工作间都有一块用来记录特定相应楼层客人信息的白板。专职管家有责任在每个班次内更新白板上的客人信息。 Procedures: 1. The information whiteboard contains the following information regarding to in-house/arrival guest on particular floors: a. Guest name b. Room n

32、umber c. Room status d. Fruit e. Flower f. Personal bar g. Complimentary pressing h. Service follow up 2. One white board shall be assigned for recording guest information of two floors. 3. Butler shall update white board at the beginning and closing of his/her daily duty. 程序： 9. 信息栏白板据特定相应楼层的住客/到客情况