铂尔曼前台接待SOP.docx

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1、STANDARDOPERATINGPROCEDUREStandardOperatingProcedureTopicGreetingandwelcomingguest问候并欢迎客人IntentofthisdocumentTogreetandwelcometheguesttothehotelinafriendlyandcourteousmannerwhichusethepullmanstandard用友善、礼貌的方式欢迎客人并使用铂尔曼标准Actionstobetaken§Printthisdocument§Communicateeachparttothefunction(s

2、)concerned§UpdateyourexistinghotelSOPifrequiredDEPARTMENTCOVEREDGeneralManagementClubFloorRoomServiceReservationSpaandFitnessKitchenLimousine/CarvaletHousekeepingFinanceConcierge/Porter/DoormenLaundryHumanResourcesCallCenter/BCRestaurantSalesMarketingReception/DutyManager/GuestRelationsXB

3、arEngineeringVersion1stVersionLastmodificationApril2012b5db5fa87b8b6aa7383a50aaa9357a1f.docxpage8STANDARDOPERATINGPROCEDUREOwner(s)Pullman,linyiTASKSTOBEPERFORMED1.Usestandardgreetingsfortheguests使用标准问候语向客人问候2.Welcomegueststothehotel欢迎来饭店的客人3.GreetingSkill问候技巧b5db5fa87b8b6aa7383a50aaa9357

4、a1f.docxpage8STANDARDOPERATINGPROCEDURESTEP1–Usestandardgreetingsfortheguests步骤1–使用标准问候语向客人问候N°STDSBRANDSTANDARDSSERVICESEQUENCEVERBIAGE/PICTURE1.CHI.0130TheReceptionistimmediatelygreetsguestswithwelcomingeyecontactandasmile.Eyecontactismadeattenfeet/3metersandagreetingisprovidedatfivefee

5、tfromtheworkstation.接待员立即用欢迎的眼神面带微笑地问候宾客。距工作台十尺内/3米进行眼神交流向宾客问候。Togiveapositiveimpressionofthehotelaswellastoacknowledgetheimportanceoftheguestinthehotelandalsotoraisetheself-esteemofguestsbyaddressingthembytheirnames.使饭店的良好服务给客人留下深刻的印象，并使客人深切的感受到饭店重视自己，以其姓名相称呼也可以提高客人的自尊感。Bonjour,BonsiorMr

6、.XX.(ifnameofguestisknown,otherwiseuseSirorMadam)早上好/下午好/晚上好/，XX先生。（如果知道客人姓名时称XX先生，反之则使用先生或女士）2.Establishandkeepeyecontactwiththeguestandsmilegenuinely.与客人建立并保持视觉接触，真诚微笑。Standuprightwithanattentivebodyposture.以专注的身体姿势立正站立。b5db5fa87b8b6aa7383a50aaa9357a1f.docxpage8STANDARDOPERATINGPROCEDUR

7、ESTEP2–Welcomegueststothehotel步骤2–欢迎来饭店的客人N°STDSBRANDSTANDARDSSERVICESEQUENCEVERBIAGE/PICTURE1.CHI.0160TheReceptionistgreetstheguestbynamewheneverpossibleinFrenchwithinthelanguageoftheguestwheneverpossibleorinEnglish.Pre-arrangedarrivalguestsaregreetedbytheirnameupo