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1、洲际酒店客房（中英文版）SOPSTANDARD OPERATING PROCEDURE 标准操作标准 PREPARATION FOR A GUESTS ARRIVAL 为客人的到来做准备 Task Number: 任务号： BUT-0007 Department: 部门： Butler Date Issued: 制定日期： August 2005 2005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 amen
2、ities and preferences. 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 hour 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？ Answers: 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，特别是回头客的房间。 2. This is a good chance to excee
3、d 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 chance to make our guest feel welcome and expected. 是一次机会让客人感到受到欢迎和期待。 5. I am able to increase our GSTS score. 提升客人满意度调查系统的得分。 WHAT/ STEPS 什么/步骤 HOW/ STANDARDS 如何做/标准
4、 TRAINING QUESTIONS 培训问题 1) Check arrival times 查看到达时间 Check one day prior to and in the morning of arrival. Ensure that rooms have been blocked by the Room Administrator. 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 Ensure that
5、 all of the guest wishes are followed up upon if the guest is a return 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 Housekeeping 与客房部一起追踪 Communicate arrival times and expected completion 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 ro
6、om 检查房间 All amenities in Club InterContinental rooms will be inspected 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 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
7、 achieve that the room is ready for presentation 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。 Ensure the following: 对以下项目进行确认： - Fruit Plate quality and presentation准备的果盘及其质量 - Flower quality and presentation准备的鲜花及其质量 - Welcome chocolate/pastry amenity quality an
8、d presentation准备的欢迎巧克力/小饼干及其质量 - Welcome letter quality and presentation准备的欢迎信及其质量 - Gift for return guest quality and presentation回头客准备的礼物及其质量 - All of the guests special requirements are followed up upon. 跟踪所有顾客的特殊要求 Which rooms need to be inspected by the Chief Butler? 主管需要检查哪些房间 How should the r
9、ooms be checked? 怎样检查房间 What needs to be checked in the rooms? 检查房间时应对哪些地方进行检查。 Summary questions: 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.
10、When should 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 contact 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
11、头到尾进行实践操作并做测试STANDARD OPERATING PROCEDURE 标准操作程序 ROOMING A GUEST 引导客人到房间 Task Number: 任务号： BUT-0008 Department: 部门： Butler Date Issued: 制定日期： August 2005 2005年月 Guest Expectation: 客人期望： I expect a friendly, efficient and unobtrusive rooming experience. If I am a regular, I may not want this courtesy
12、. 希望能友好、有效、不唐突地被引到房间，如果我是长客，不需要此项服务。 Time to Train: 培训时间： 1 hour 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？ Answers: 回答： 1. I can ensure a smooth check in experience. 确保客人顺利登记。 2. I am able to provide personalized service. 提供个性化服务。 3. Fulfill and exceed all expectati
13、ons of the guest. 超前完成客人期望。 4. I can increase 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) Greeting at the elevator 在电梯处迎接客人 Guest Relations Officer will present the Butler by name and pa
14、ss the room key to the Butler. 对客关系协调员将会给管家客人的名字，并把钥匙给管家。 Thank the Guest Relations Officer. 感谢对客关系协调员。 Bow slightly, and address the guest as follows: “Welcome (back) to InterContinental ., Mr./ Mrs. XXX” 轻度弯腰，跟客人打招呼：“XXX先生，欢迎来到洲际酒店。” Offer to carry his/ her coat or brief case as you escort the gue
15、st 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。 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 LANGUAGE 怎样跟客人打招呼？ 训练语言/身体语言 2) Show the room 展示房间 Open the guestroom door with the guest key (making sure it works before the guest arrives), h
16、old the door open and insert 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），开门后，把钥匙插入总的电源开关。 Allow the guest enter the room first and proceed according to one of the following scenarios: 先让客人进入房间，按照下列其中一种设想进行： - If the bellman is waiting in front of the door, let him in the room. Do not
17、 begin “The presentation” until the bellman has finished placing the luggage. Begin “The Presentation” as soon as the bellman exits. 如果行李员已在门前等候，让他进入房间，等到行李员放好行李出门后，再开始“介绍”。 - If the bellman arrives after you have begun “The Presentation”, let him in and stand as he places the luggage. Continue afte
18、r he exits the room. 如果行李员在你已经开始“介绍”时到达，让行李员进入房间，站在旁边等行李员放好行李出门后，再继续你的“介绍”。 The bellman will usually receive a gratuity. Allow the guest time to give it to him, but do not pause too long, look or seem interested in the gratuity given to the bellman. 行李员通常会收到小费，留给客人时间给行李员小费，但时间不要过长，显得对给行李员的小费表示感兴趣。 W
19、hat should be done first when entering the guest room? 进入客人房间时首先应该做什么？ What should be done if the bellman is in front of the door? 当行李员已等候在门前时，应该怎么做？ 3) Present the in room facilities 展示房间内设施 Do not assume that the guest has time for a full presentation. Ask the guest as follows: “May I take a few m
20、oments to explain the features of your room?” 不要假设客人都有时间去了解房间内的设施，询问客人如下：“能占有您一会儿时间来替您介绍房间内的设施吗？” Guest orientation always includes instructions about 客人一般会倾向于对以下物品的用法说明： - temperature control温度的控制 - emergency exits紧急出口 - technology information regarding internet access有关上网的信息 - power supply电源配备 - i
21、ntroduce the I SPA介绍水疗 - introduce Restaurants and Bar介绍餐厅和酒吧 - Introduce Club services and advantages 介绍俱乐部服务及优势 Do all guests receive an introduction to the room? 所有的客人都需要对房间做出介绍吗？ Which facilities should be introduced to the guest? 应该给客人介绍哪些设施？ 4) Offer services 提供服务 Ice will be offered to all gu
22、ests or pre-set in room. 为所有客人提供或预先准备冰冻食品。 Whilst greeting arriving guests, the butler will offer complimentary pressing and shoeshine service. 在迎接客人时，管家应该为客人提供熨烫及擦鞋服务。 During the rooming, the butler will offer to take coats and hang them in the closet. 在客人到达房间时， 应该为客人拿衣服并把衣服挂到衣柜里。 During the roomin
23、g, the butler will explain the operation of the Instant Service Button. 在客人到达房间时，管家应该给客人解释怎样操作紧急按钮。 Whilst greeting arriving guests, the butler will offer unpacking services. 在迎接客人时，管家应该提供行李服务。 Whilst greeting arriving guests, the butler will offer complimentary coffee, tea, or soft drinks. 在迎接客人时，管
24、家应该给客人提供咖啡、茶或饮料。 Which services should be offered? 应该提供哪些服务？ 5) Leave the room 离开房间 Make sure that all the guests questions have been answered and offer additional services. 确信已回答完所有客人疑问并提供了额外服务。 What should be asked before leaving the guest room? 在离开客人房间前，应做些什么？ 6) Follow up 跟踪 All the guests reque
25、sts need to be followed up with the appropriate departments. 与主管部门一起对客人要求进行追踪 What happens when are not? 当没有追踪时，会发生什么？ Summary questions: 问题概述： 1. Where should the Butler wait for the Guest?管家应该在哪里等客人？ 2. Which steps need to be followed when checking the guest in?在客人登记时，应做哪些步骤？ 3. Why is it importan
26、t that we take the guest to the room?为什么带客人到房间非常重要？ 4. Should all guests receive an introduction to the room / hotel?所有客人都要求介绍房间和酒店吗？ 5. What do I have to introduce and why?我们必须介绍什么？为什么？ 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 STANDARD
27、OPERATING PROCEDURE 标准操作程序 HANDLING COMPLAINTS 处理投诉 Task Number: 任务号: HK GE 0010 Department: 部门: Housekeeping 客房部 Date Issued: 制定日期: August 2005 2005年8月 Guest Expectation: 客人期望: I expect my complaints to be handled swiftly and professionally and if at all possible, by one person who has the authorit
28、y to resolve my problem by “bending the rules” if necessary. 我希望酒店能尽快并专业的解决我的投诉，如果有必要的话，我希望尽量是由有权限的人来处理。 Time to Train: 培训时间: 25 minutes 25分钟 Why is this task important for you and our guests? 为什么这项任务对你及我们的客人都如此重要？ Answers: 回答 ： 1. I understand I must listen carefully when I am on the receiving end
29、of a complaint. I listen actively to the whole communication to ensure I understand what the guest wants. I understand this is not only the words that they say but the emotion behind the words. 我知道当我收到投诉时，我必须仔细聆听，确保自己能了解客人需要什么。这些不只是客人的话而且还包含了客人的心情。 2. It is my responsibility to solve problems when g
30、uests ask me for help.当客人寻求帮助时为他们解决问题是我的职责。 3. This can increase our GSTS.这能提高客人的评价。 4. When we do our job well, it shows we are professional.如果我能将工作做得很好，这能体现出我们的专业水准。 WHAT/ STEPS 步骤 HOW/ STANDARDS 如何做/标准 TRAINING QUESTIONS 培训问题 1）Pay attention 注意 - Pay attention to the complaint. 认真注意客人投诉 - It shou
31、ld be well understood what the problem exactly is.我们需要充分的理解实际问题的所在。 - Listen carefully and NOD head.仔细聆听并点头附和 - Dont try to interrupt the guest.不要打断客人 - Dont argue with the guest.不能与客人争吵 - Maintain eye contact with the guest if not on the phone.如果不是在电话中交谈，保持与客人眼神交流。 - Write down key details.记录下关键的细节
32、。 What are the points to take in consideration When a guest complains? 客人投诉时须注意什么？ Why do I need to write them down? 为什么我需要记录下来？ 2) Apologize 道歉 Apologize to the guest even if the problem is not caused by you. 即使问题不是你造成的仍须向客人道歉。 Never blame workmates. 不能责怪同事。 Why do I need to apologize if it was not
33、 my mistake? 为什么不是我犯的错也仍要向客人道歉呢？ Why should I not blame a colleague? 为什么我不能责备同事呢？ 3) Take immediate action 立即采取行动 Tell the guest immediately what action you are going to take. 立即告诉客人你将怎么做。 Report the complaint to your Supervisor as soon as possible. 尽快将客人投诉报告你的主管 If your Supervisor can not contacted
34、, report to Executive Housekeeper or Laundry Manager. 如果不能联系上你的主管，报告行政管家或洗衣房经理。 Never promise to do something that the hotel cannot carry out or you are unsure about. 不要向客人承诺酒店没有执行的或是你不确定的东西。 To resolve a complaint, check with Supervisor before you take any action. 为了解决投诉，你需要在采取行动前，与主管协商。 Why should
35、 I have a solution? 为什么我有一个解决方法呢？ Why do I need to report this to my supervisor? 为什么我需要将这报告我的主管呢？ Is it not better to promise something? 为什么向客人承诺不好呢？ Why do I need to do this? 为什么我需要这样做？ WHAT/ STEPS 步骤 HOW/ STANDARDS 如何做/标准 TRAINING QUESTIONS 培训问题 4) Follow up 跟进 Make sure that the action has been t
36、aken and that the guest is satisfied. 确保解决方式能让客人满意。 Report all complaints, however small, to Supervisor, record the case in the logbook. 向主管报告所有的客人投诉，并将其记录进记录本。 Inform Executive Office about serious complains. Executive Housekeeper and laundry Manager should ascertain with GM what constitutes “serio
37、us” 对于严重的投诉须通知行政办公室。行政管家和洗衣房经理应该与总经理确定为什么会有那么严重的投诉 Why is the follow up so important? 为什么跟进如此重要、？ Why do all complaints to be reported? 为什么要报告所有的投诉？ Summary questions 问题概况： 1. How do you handle a complaint what are the steps?你怎么处理投诉步骤有哪些？ 2. What is important to remember when you receive a complaint
38、?当你收到投诉时，应记住做什么？ 3. Why do I need to apologize?为什么我要道歉？ 4. What is important about taking action?采取行动时什么最重要？ 5. Why is the follow up so important?为什么跟进如此重要？ 6. Are all complaints reported on the Log Book in your department?所有的投诉都需要记录进你部门的记录本吗？ 7. Are all complaints reported to the Executive office?所
39、有的投诉都需要报告行政办公室吗？ 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位进行实践操作并做测试。STANDARD OPERATING PROCEDURE 标准操作程序 ADDRESSING A GUEST 正确称呼客人 Task Number: 任务号： BUT-0001 Department: 部门： Butler Date Issued: 制定日期： August 2005 2005年8月 Guest Expectation: 客人期望： I e
40、xpect to be addressed correctly and politely and I expect my Butler to be able to pronounce and remember my name. 希望能准确、礼貌的称呼我, 能正确地叫出并记住我的名字。 Time to Train: 培训时间： 30 minutes 30分钟 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。 Answers: 回答： 1. I should be courteous to all gue
41、sts. 应该礼貌地对待客人。 2. I need to fulfill the guest expectation 应该实现客人期望。 3. I want to maintain InterContinental Hotel high standards by addressing guests correctly.按照洲际最高标准迎接客人。 4. I can show my professionalism.展示我们的职业水准。 WHAT/ STEPS 什么/步骤 HOW/ STANDARDS 如何做/标准 TRAINING QUESTIONS 培训问题 1) Guest name 客人名字
42、 Print next day arrival report in the afternoon and check all VIP, Suite room and Club InterContinental guest names. 下午打印出第二天的人员到达报告，检查所有的重要客人及随同人员房间，洲际俱乐部客人名单 Butler must be able to memorize and pronounce their names correctly. 需要正确地记住及拼写他们的名字。 When do we check the guest names? 我们在哪里检查客人名单？ Why do
43、I have to memorize the guest name? 为什么我要记住客人名字。 2) Check the guest name and title 检查客人名字及头衔 Look for the guest title and name in the computer system. If there is any doubt whether the title or name is correct, contact Reservations or Sales to double check. 利用计算机系统寻找客人头衔和名字。如果对客人名字和头衔的正确性有任何疑问，请与预定部和
44、销售部核实。 These are the titles as they have to be used to address our guests: 称呼客人的头衔： 1. A KING国王 First time address as “Your Majesty”, then “ Sir” 第一次称呼为“陛下”，然后称为“先生” 2. A QUEEN女王 First time as “Your Majesty”, then “ Madam” 第一次称呼为“陛下”，然后称为“女士” 3. A PRINCESS公主 First time as “Your Royal Highness”, then “Madam” 第一次称呼为“殿下”，然后称为“女士” 4. A PRINCE王子 First time as “Your Royal Highness”, then “Sir” 第一次称呼“殿下”，然后称为“先生” 5. A ROYAL DUKE皇室公爵 First time as “Your Royal Highnes
