preparingforarrival客人入住前的准备工作

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1、STANDARDOPERATINGPROCEDURE标准操作标准PREPARATIONFORAGUEST’SARRIVAL为客人的到来做准备TaskNumber:任务号：BUT-0007Department:部门：ButlerDateIssued:制定日期：August20052005年8月GuestExpectation:客人期望：WhenIarriveatthehotel,Iexpectmyroomtobereadyandattentiontobepaidtomyamenitiesandpr

2、eferences.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。TimetoTrain:培训时间：1hour1小时Whyisthistaskimportantforyouandourguests?为什么这项任务对你和我们的客人都很重要？Answers:回答：1.Iamabletoensureasmoothcheckinprocess,especiallyforreturnguests.按照程序进行检查，特别是回头客的房间。2.Thisisagoodchancetoexceedthegu

3、estexpectations.这是超前满足客人需求的好机会。3.Theguestroomshouldbepreparedaccordingtoourguestwishes.按照客人要求准备客房。4.Thisisachancetomakeourguestfeelwelcomeandexpected.是一次机会让客人感到受到欢迎和期待。5.IamabletoincreaseourGSTSscore.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T

4、RAININGQUESTIONS培训问题1)Checkarrivaltimes查看到达时间Checkonedaypriortoandinthemorningofarrival.EnsurethatroomshavebeenblockedbytheRoomAdministrator.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。Whenshouldthearrivalreportbechecked?什么时候查看到达报告？2)CheckGuestHistory查看客人档案Ensure

5、thatalloftheguestwishesarefollowedupuponiftheguestisareturnguest.如果客人是回头客，确保对所有客人的要求进行追踪。WhydoIhavetochecktheGuestHistory?为什么需要检查客人档案。1)FollowupwithHousekeeping与客房部一起追踪CommunicatearrivaltimesandexpectedcompletionofroomwithHK.传达到达时间，与客房部一起完成客人需求。4）Che

6、cktheroom检查房间AllamenitiesinClubInterContinentalroomswillbeinspectedbytheButler管家应该检查洲际俱乐部所有房间的物品。AllVIProomswillbeinspectedbytheHeadButleradditional.ChecktheroomaccordingtothestandardrequirementsofInterContinentalHotels.Anydiscrepanciesaretobecorrect

7、edinordertoachievethattheroomisreadyforpresentationbeforetheguestarrives.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。Ensurethefollowing:对以下项目进行确认：-FruitPlatequalityandpresentation准备的果盘及其质量-Flowerqualityandpresentation准备的鲜花及其质量-Welcomechocol

8、ate/pastryamenityqualityandpresentation准备的欢迎巧克力/小饼干及其质量-Welcomeletterqualityandpresentation准备的欢迎信及其质量WhichroomsneedtobeinspectedbytheChiefButler?主管需要检查哪些房间Howshouldtheroomsbechecked?怎样检查房间Whatneedstobecheckedintherooms?检查房间时应对哪些地方进行检查。-Giftforreturng