STANDARDOPERATINGPROCEDURE標(biāo)準(zhǔn)操作標(biāo)準(zhǔn)標(biāo)準(zhǔn)操作標(biāo)準(zhǔn)PREPARATIONFORAGUESTSARRIVAL為客人的到來做準(zhǔn)備TASKNUMBER任務(wù)號BUT0007DEPARTMENT部門BUTLERDATEISSUED制定日期AUGUST20052005年8月GUESTEXPECTATION客人期望WHENIARRIVEATTHEHOTEL,IEXPECTMYROOMTOBEREADYANDATTENTIONTOBEPAIDTOMYAMENITIESANDPREFERENCES當(dāng)我到達(dá)酒店時(shí)，希望酒店能根據(jù)我的個(gè)人需求準(zhǔn)備好房間。TIMETOTRAIN培訓(xùn)時(shí)間1HOUR1小時(shí)WHYISTHISTASKIMPORTANTFORYOUANDOURGUESTS為什么這項(xiàng)任務(wù)對你和我們的客人都很重要ANSWERS回答1IAMABLETOENSUREASMOOTHCHECKINPROCESS,ESPECIALLYFORRETURNGUESTS按照程序進(jìn)行檢查，特別是回頭客的房間。2THISISAGOODCHANCETOEXCEEDTHEGUESTEXPECTATIONS這是超前滿足客人需求的好機(jī)會(huì)。3THEGUESTROOMSHOULDBEPREPAREDACCORDINGTOOURGUESTWISHES按照客人要求準(zhǔn)備客房。4THISISACHANCETOMAKEOURGUESTFEELWELCOMEANDEXPECTED是一次機(jī)會(huì)讓客人感到受到歡迎和期待。5IAMABLETOINCREASEOURGSTSSCORE提升客人滿意度調(diào)查系統(tǒng)的得分。WHAT/STEPS什么/步驟HOW/STANDARDS如何做/標(biāo)準(zhǔn)TRAININGQUESTIONS培訓(xùn)問題1CHECKARRIVALTIMES查看到達(dá)時(shí)間CHECKONEDAYPRIORTOANDINTHEMORNINGOFARRIVALENSURETHATROOMSHAVEBEENBLOCKEDBYTHEROOMADMINISTRATOR提前一天檢查第二天早上要到達(dá)的客人，確保房間服務(wù)員已鎖了房間。WHENSHOULDTHEARRIVALREPORTBECHECKED什么時(shí)候查看到達(dá)報(bào)告2CHECKGUESTHISTORY查看客人檔案ENSURETHATALLOFTHEGUESTWISHESAREFOLLOWEDUPUPONIFTHEGUESTISARETURNGUEST如果客人是回頭客，確保對所有客人的要求進(jìn)行追蹤。WHYDOIHAVETOCHECKTHEGUESTHISTORY為什么需要檢查客人檔案。3FOLLOWUPWITHHOUSEKEEPING與客房部一起追蹤C(jī)OMMUNICATEARRIVALTIMESANDEXPECTEDCOMPLETIONOFROOMWITHHK傳達(dá)到達(dá)時(shí)間，與客房部一起完成客人需求。4）CHECKTHEROOM檢查房間ALLAMENITIESINCLUBINTERCONTINENTALROOMSWILLBEINSPECTEDBYTHEBUTLER管家應(yīng)該檢查洲際俱樂部所有房間的物品。ALLVIPROOMSWILLBEINSPECTEDBYTHEHEADBUTLERADDITIONALCHECKTHEROOMACCORDINGTOTHESTANDARDREQUIREMENTSOFINTERCONTINENTALHOTELSANYDISCREPANCIESARETOBECORRECTEDINORDERTOACHIEVETHATTHEROOMISREADYFORPRESENTATIONBEFORETHEGUESTARRIVES管家主管應(yīng)該按照洲際酒店標(biāo)準(zhǔn)，再另外檢查重要客人房間。管家在客人到達(dá)以前糾正所存在的差異，為客人準(zhǔn)備好房間。ENSURETHEFOLLOWING對以下項(xiàng)目進(jìn)行確認(rèn)FRUITPLATEQUALITYANDPRESENTATION準(zhǔn)備的果盤及其質(zhì)量FLOWERQUALITYANDPRESENTATION準(zhǔn)備的鮮花及其質(zhì)量WELCOMECHOCOLATE/PASTRYAMENITYQUALITYANDPRESENTATION準(zhǔn)備的歡迎巧克力/小餅干及其質(zhì)量WELCOMELETTERQUALITYANDPRESENTATION準(zhǔn)備的歡迎信及其質(zhì)量GIFTFORRETURNGUESTQUALITYANDPRESENTATION回頭客準(zhǔn)備的禮物及其質(zhì)量ALLOFTHEGUESTSSPECIALREQUIREMENTSAREFOLLOWEDUPUPON跟蹤所有顧客的特殊要求WHICHROOMSNEEDTOBEINSPECTEDBYTHECHIEFBUTLER主管需要檢查哪些房間HOWSHOULDTHEROOMSBECHECKED怎樣檢查房間WHATNEEDSTOBECHECKEDINTHEROOMS檢查房間時(shí)應(yīng)對哪些地方進(jìn)行檢查。SUMMARYQUESTIONS問題概述1WHICHROOMSNEEDTOBEPREPAREDANDCHECKEDBYTHEBUTLER管家應(yīng)準(zhǔn)備和檢查哪些房間。2WHICHSTEPSNEEDTOBEFOLLOWED應(yīng)對哪些步驟進(jìn)行跟蹤3WHATISIMPORTANTABOUTTHECOMMUNICATIONWITHHK與客房部聯(lián)系時(shí)，最重要的是什么4WHENSHOULDTHEROOMBEPREPAREDANDREADYFORTHEGUESTARRIVAL客人到達(dá)前，什么時(shí)候?yàn)榭腿藴?zhǔn)備好房間5WHATSHOULDBECHECKEDINTHEROOM應(yīng)對房間的哪些物品進(jìn)行檢查6WHOSHOULDYOUCONTAC