酒店培训--礼宾部行李服务

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1、OperationsHoursandServices营业时间和服务项目24Hours24小时MorningShift–8:00amto4:00pm早班－上午8:00至下午4:00AfternoonShift–4:00pmto12:00midnight下午班－－下午4：00至午夜12：00NightShift–12:00midnight–8:00am夜班－午夜12:00至上午8:00mDoorServiceandGreeting迎宾服务aEyeContactandSmile.面带微笑正视客人。aGoodMorning/Afternoon/

2、Evening,Sir/Madam,WelcometoHotelSofitel.先生/小姐，早上/下午/晚上好，欢迎您光临索菲特国际饭店。mLuggageHandling(IndividualGuest)行李服务（个别客人）aApproachedGuest.迎向客人。aWishpleasantries.向客人问好。aOfferwithBaggageService.为客人提供行李服务。mLuggageHandling(Group)行李服务（团体）。aCountthenumberofluggages查清行李的件数。aConfirmwithT

3、ourGuide与团队导游确认。mRoomingtheGuest迎领客人。aDoabriefintroductionandoutletoperatinghourstoguest.向客人简要介绍餐厅的营业时间。aWhereistheroomlocated–whichfloorandwhichwing.告诉客人房间的位置，在哪一层以及方位。mDrivingtheGuest为客人驾驶车辆aEnsurecleanlinessofcar保持车内整洁干净aDrivecarefully小心驾驶车辆aKnowthewaytoanydestination

4、well熟悉任何目的地的路线aBeinformative要有广博的见识mmmmmmmmmmmmmmmmmmmmmmmmmmmmmmOpenthecar’sdoorfortheguest.司机要主动为客人打开车门。Whenyouopenthecar’sdoor,standattherighthandsideandgreettheguestbysaying“GoodMorning/GoodAfternoon/GoodEvening,Mr….(guestname)当你打开车门时,要站在右手边向客人问候:“早上/下午/晚上好，×先生(客人的姓名

5、)”mIntroduceyourself.向客人作自我介绍。Mynameis…….andIamyourdriverthismorning/evening/afternoon.我是××，今天上午/下午/晚上由我来作您的司机。mAssisttheseatingandarrangetheluggage.司机要安排客人就座并帮助客人安排好行李。mHelptheguestwhentheyareenteringthecar,andensuretheyhavesufficientspacetosit.Theentireluggageshouldbep

6、utinthebootunlessifitshandluggageortheguestwantsitotherwise.客人上车时，你要帮助客人以确保客人有充裕的位置就座。如果客人没有特殊的要求，除手提包外，所有的行李应全部放入车后的行李箱内。mOffertheguestcoldtowel(duringsummer)&hottowel(duringwinter)司机要为客人提供凉毛巾(在夏天)和热毛巾(在冬天)。mBeforetheguestarrives,ensurethatyouhavethetowelsreadytoofferto

7、theguest.Toco-ordinatethiswiththeGuestRelationsOfficerattheairport.在客人抵达之前，你要为客人准备好毛巾。在机场，要协助客户主任的工作。mAsktheguestifhehasapleasantflightonhiswayhere?司机要询问客人来这儿的途中是否愉快。Howwasyourflight,Mr/Ms/Mrs…..?××先生/小姐/女士,您的旅行愉快吗？mOnthewayfromtheairporttothehotel,highlighttotheguestthe

8、attractionofZhengzhoui.e.ErChiTower,Shaolintempleetc.在机场到饭店的途中，你可以向客人着重介绍郑州的名胜古迹,例如：二七塔，少林寺等。mAskthegue