洲际酒店礼宾部标准运营程序

S T A N D A R D O P E R A T I N G P R O C E D U R E标准运营程序DOORMAN - GUEST ARRIVAL 门童－客人到达T ASK N UMBER题目编号:CON-0001D EPARTMENT 部门：Concierge 礼宾部D ATE I SSUED 颁布日期：May 2008二零零八年五月G UEST E XPECTATION 客人期望:I expect that I get a warm welcome from the first point of contact with the hotel which is often the Doorman. The Doorman should open my car door and help me unload my luggage. He should also open the Hotel Door.我期望第一时间酒店的门童可以过来欢迎我，替我打开车门并帮我拿行李，他也要把酒店的大门打开。

T IME TO T RAIN 培训时长:30 minutes 三十分钟Why is this task important for you and our guests?为什么这个培训对你和我们的客人都非常重要？Answers回答:1.We must welcome every one of our guests.我们必须对每一位客人都表示欢迎。

2.The first impression is the most important experience to our guests.第一印象对我们的客人非常重要。

3.Demonstrate my professionalism.展示我们的专业性。

4.Increase the GSTS score.提高“宾客满意度调查”分数。

Summary questions问题摘要:1.Which door should we open first when passengers are seated in the front and back?当前排和后排都有乘客时，我们应该首先打开哪一门?2.a) What is particularly important about the Doorman’s body language?门童的肢体语言有什么独特的？b) What qualities should a Doorman possess (alertness, appropriateness)?一个门童应有些什么特性(机灵的,得体的)？c) What specifically do you say when verifying numbers of luggage?当确认行李数量时你要说什么？3.a) What is issued to the guest who requests car parking?如果客人要求停车，应该给客人提供什么？b) Are cars locked after being parked?汽车在停好后需要锁吗？4.What is “auto route” information and who is it issued to?什么是道路信息还有是谁告知客人的？Now ask the Trainee to practice the whole task from start to end to test competency. 现在开始对员工进行该题目的整体练习并测试员工的接受能力S T A N D A R D O P E R A T I N G P R O C E D U R E标准运营程序DOORMAN – GUEST DEPARTURE 门童–客人离店T ASK N UMBER题目编号:CON-0002D EPARTMENT 部门：Concierge 礼宾部D ATE I SSUED 颁布日期：May 2008二零零八年五月Why is this task important for you and our guests?为什么这个任务对于你和我们的客人如此重要？Answers回答：5.We must bid farewell to every one of our guests.我们必须要与每一位客人告别。

6.The Guests last impression is very important.最后印象对客人也很重要。

7.Increase our guest satisfaction.增加客人的满意度。

8.Demonstrate my professionalism.Summary questions问题摘要：1.What role does the Doorman play on a guest departure?门童在客人离开前扮演的是什么角色？2.What is the procedure for calling a taxi?叫出租车的程序是什么？3.Why do we need to verify the luggage with the guest?为什么我们需要与客人核对行李？4.What do you say when opening the door for the guest?当为客人开车门的时候你说什么？5.Where are taxi cards obtained from and who are they given to?怎样填写酒店卡片并且需要提供给哪些客人？Now ask the Trainee to practice the whole task from start to end to test competency.现在开始对员工进行该题目的整体练习并测试员工的接受能力S T A N D A R D O P E R A T I N G P R O C E D U R E标准运营程序HANDLING LUGGAGE UPON ARRIVAL 抵店行李处理T ASK N UMBER题目编号:CON-0003D EPARTMENT 部门：Concierge 礼宾部D ATE I SSUED 颁布日期：May 2008二零零八年五月G UEST E XPECTATION 客人期望:I expect my luggage to be sent to my room as soon as possible, and my luggage to be carefully handled.我期望对我的行李小心提取并尽快的送到我的房间。

T IME TO T RAIN 培训时长:30 minutes 三十分钟Why is this task important for you and our guests?为什么这个培训对你和我们的客人都非常重要？Answers回答：9.We must provide a prompt and accurate luggage service to our guests.我们提供快捷准确的运送行李服务给我们的客人。

10.Safety is one of the most important issues to our guests; we must make sure guests’ luggage’s safety.安全对我们的客人最重要，我们要保证客人行李的安全。

11.Increase guest satisfaction.增加客人的满意度。

12.Demonstrate my professionalism.展示我们的专业性。

Summary questions问题摘要：1.Why do we need to introduce the guest to the Front Desk Agent?为什么我们需要介绍前台接待员给客人认识？2.Why does the hotel strongly emphasis that luggage should not be unattended?为什么酒店强调行李不能没有人看管呢？3.Where is luggage placed when delivering it to the guest room? Is there anything else which needs to be done other thandelivering it at this stage?当行李到达客人房间时应放在那里？在运送行李的过程中还有什么是你需要做的？4.Which room facilities should we introduce to the guest?哪些房间设备需要介绍给客人呢？5.When leaving a guest room what additional assistance may a guest want?当离开客人房间时还能提供什么额外服务？How ask the Trainee to practice the whole task from start to end to test competency.现在开始对员工进行该题目的整体练习并测试员工的接受能力S T A N D A R D O P E R A T I N G P R O C E D U R E标准运营程序Why is this task important for you and our guests?为什么这个培训对你和我们的客人都非常重要？Answers回答：13.We must provide a prompt and accurate luggage service to our guests.我们必须提供快捷准确的行李运送服务给我们的客人。

14.Safety is one of the most important issues to our guests; we must ensure guest’s luggage is safe.安全问题对我们的客人最为重要; 我们也要确保他们的行李安全。

15.Increase guest satisfaction.增加客人的满意度。

16.Demonstrate my professionalism.Summary questions问题摘要：1.What information do we need to require prior to picking up luggage from a guest room?在去客人房间取行李前我们需要什么信息？2.Why do we need to give the guest an estimated time of pick up?为什么要给一个客人时间范围？3.Why do we need to announce ourselves at the guest door?为什么我们要通知客人我们部门？Now ask the Trainee to practice the whole task from start to end to test competency.现在开始对员工进行该题目的整体练习并测试员工的接受能力S T A N D A R D O P E R A T I N G P R O C E D U R E标准运营程序LUGGAGE STORAGE & RETRIEVAL 存取行李T ASK N UMBER题目编号:CON-0006D EPARTMENT 部门：Concierge 礼宾部D ATE I SSUED 颁布日期：May 2008二零零八年五月G UEST E XPECTATION 客人期望:I expect that the hotel can provide luggage storage, and all my luggage will be handled carefully and stored in the storage room to ensure its safety.我期望酒店提供寄存行李服务，并妥善保管我的行李确保行李的安全。