洲际酒店客房中英文版资料SOP.docx

1、洲际酒店客房中英文版资料SOP洲际酒店客房（中英文版）SOPstandard operating proced ure标准操作标准PREPARATION FOR A GUEST S 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Guest Expectation :客人期望：When I arrive at the hotel, I expect my room to be ready and attention to be paid to my

2、 ame nities and prefere nces.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 :培训时间：1 hour1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？An swers: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，特另U是回头客的房间。2.This is a good chanee to exceed

3、the guest expectations. 这是超前满足客人需求的好机会。3.The guest room should be prepared according to our guest wishes.按照客人要求准备客房。4.This is a chanee to make our guest feel welcome and expected. 是一次机会让客人感至U受至U欢迎和期待。5. I am able to in crease our GSTS score.提升客人满意度调查系统的得分。WHAT/ STEPSHOW/ STANDARDSTRAINING QUESTIONS什

4、么/步骤如何做/标准培训问题1) Check arrival times查看到达时间Check one day prior to and in the morning ofarrival. En sure that rooms have bee n blocked by the Room Admi nistrator.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En sure that all of the gue

5、st wishes are followed up upon if the guest is a retur n 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 Housekeep ing与客房部一起追踪Communi cate arrival times and expected completio n 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 ame nit

6、ies in Club In terC on ti nen tal rooms will be in spected 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 in spected by the Head Butler additi on al. Check the roomaccord ing to the sta ndard requireme nts of In terC ontinen tal Hotels.Which rooms n eed to be in spected by the Chief Butler?主

7、管需要检查哪些房间How should the rooms be checked?Any discrepa ncies are to be corrected inorder to achieve that the room is ready for prese ntati on 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。En sure the follow ing: 对以下项目进行确认：-Fruit Plate quality and prese ntati on 准备的果

8、盘及其质量-Flower quality and prese ntati on 准备的鲜花及其质量- Welcome chocolate/pastry ame nityquality and prese ntati on 准备的欢迎巧克力/小饼干及其质量- Welcome letter quality andprese ntati on 准备的欢迎信及其质量- Gift for retur n guest quality andprese ntation 回头客准备的礼物及其质量-All of the guest s special requirementare followed up upo

9、 n. 跟踪所有顾客的特殊要求怎样检查房间What n eeds to be checked in the rooms? 检杳房间时应对哪些地方进行检杳。Summary questi ons: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。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

10、 the room be prepared and ready 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 con tact 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STA

11、NDARD OPERATING PROCEDURE标准操作程序ROOMING A GUEST引导客人到房间Task Number :任务号：BUT-0008Department :部门：ButlerDate issued :August 2005制定日期：2005年8月Guest Expectation :I expect a frien dly, efficie nt and un obtrusive roo ming experie nee. If I am a客人期望：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

12、是长客，不需要此项服务。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？An swers:回答：1.I can ensure a smooth check in experienee. 确保客人顺禾U登记。2.I am able to provide personalized service. 提供个性化服务。3.Fulfill and exceed all expectations of the guest. 超前完成客人期望。4.I can

13、 in crease our GSTS score.提升客人意愿调查系统的得分。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HOW/ STANDARDS怎样做/标准TRAINING QUESTIONS培训问题1) Greet ing at the elevator在电梯处迎接客人Guest Relati ons Officer will prese nt theButler by name and pass the room key to the Butler.对客关系协调员将会给管家客人的名

14、字， 并把钥匙给管家。Thank the Guest Relati ons Officer.感谢对客关系协调员。Bow slightly, and address the guest as follows:“ Welcome (back) to In terContinental ., Mr./ Mrs. XXX轻度弯腰，跟客人打招呼：“ XXX先生，欢迎来到洲际酒店。”Who will greet the guest at the main entrance?谁在入口迎接客人？How should the guest be addressed?DRILL LANGUAGE/BODY LANG

15、UAGE 怎样跟客人打招呼？ 训练语言/身体语言WHAT/ STEPS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 as 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。2) Show the room展示房间Open the guestroom door with the guest key (mak ing sure it works before the guest arrives), hold the door ope n and in sert the key into the master switch.用客人钥匙打开客人房间 (确信在客人到达前已准备好房间)