豪华星级酒店管家部sop中英手册

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1、INDEXButler01.Answeraninternalcall应答内部电话Butler02.Answeranexternalcall应答外部电话Butler03.Makinganinternalcall拔打内部电话Butler04.Makinganexternalcall拔打外部电话Butler05.Checkingthelogbook检查工作记录本Butler06.Howtohandlingguestcomplaint如何处理客人投诉Butler07.Guestbelongscare&ha

2、ndling关注客人的行李Butler08.Howtoescortguestandsentaguestatthetablehowtodo如何为客人引位Butler09.Howtoservefoodtotheguest如何为客人提供食品服务Butler10.Howtoservethedrinktotheguest如何为客人提供饮料服务Butler11.Housekeepingterminology客房部术语Butler12.Babysitterservice保姆服务Butler13.Lostandf

3、oundprocedure失物招领Butler14.Guestlaundrypacking客衣打包Butler15.Howtohandleguestlaundryexpressandpressingservice如何处理客衣加快服务和熨烫服务Butler16.Guestlaundrydelivering送洗衣Butler17.D.N.Droomguestlaundryservice请勿打扰房洗衣服务Butler18.Guestroomamenity&suppliesset–up客房用品的摆放But

4、ler19.Guestwelcometeaservice欢迎茶服务Butler20.Room“nonotdisturb”procedure请勿打扰房的服务程序Butler21.Cleanroomprocedure房间清洁程序Butler22.Howtocleanthebathroomfloor如何清洁卫生间地板Butler23.Howtomakeupbed怎样做床Butler24.Howtocleanglasses清洁玻杯Butler25.Howtovacuumthecarpet地毯吸尘Butle

5、r26.Guestshoeshineservice擦鞋服务Butler27.Extrabedandbabycotprocedure加床和婴儿床服务程序Butler28.Guestlaundrypickupduringroomcheck洗衣收取Butler29.Howtoassistguestwithluggage/package帮客人拿行李Butler30.Mini–bardailyreplenishment迷你吧耗用情况检查Butler31.Howtohandle“opendoor”reques

6、t如何处理“开门”的要求Butler32.Turndownservice开夜床HILTONCHONGQINGSTANDARDOPERATIONPROCEDUREDEPARTMENT:HOUSEKEEPINGJOBTITLE:ButlerTASKNO:Butler001TASK:AnsweringAnInternalCallEQUIPMENTREQUIRED:WHATTODOHOWTODOWHY1.PickupthecallPickupthecallwithin3Hiltonstandard.rin

7、gs.2.GreetingBysaying:“goodmorning/Bymaintainingahighafternoon/evening,Mr/Ms.standardoftelephoneservice.XX,XXspeaking,howmayIWearebestabletohelpourhelpyou?”guest.PUTYOURSMILEINTORespectingtheguestbyYOURVOICEALWAYSaddresstheirnames.ADDRESSTHEGUESTNAME.

8、3.ListenandclarifytheBysaying:“Yes,Mr/Ms.Lettheguestknowweareguest`sneedsXX.”listeningtohimisawayofDONOTINTERRUPTshowingourcourtesyandTHEGUESTDURINGrespect.THEDIALOGUE.4.ConnectingthecallTelltheguestthatyou`reTheguestwillknowwhat`sgoingtoconne