STANDARDOPERATING

PROCEDURES

標(biāo)

準(zhǔn)

工

作

程

序

FrontOffice

DEPARTMENT

前

廳

部

禮賓部Concierge

任務(wù)排列描述

TaskNo:Description

I.酒店門前工作hotelfrontdoorservice

2.門童服務(wù)doormanservice

3.旗幟升降raiseanddropHag

4.出租車服務(wù)taxiservice

5.專線車服務(wù)speciallinevehicleservice

6.帶房程序show-roomservice

7.散客離店walk-indeparture

8.團(tuán)隊(duì)入住teamchecking-in

9.團(tuán)隊(duì)離店teamdeparture

10.換房changeroom

11.行李提取luggagepicking-up

12.行李寄存luggageconsignation

13.行李解決luggagehandling

14.行李房luggageroom

15.行李房管理managementofluggageroom

16.行李房鑰匙管理managementofthekeytoluggageroom

17.店外修理服務(wù)repairingservicefromoutsideofihehotel

18.郵件管理mailmanagement

19.郵包/掛號(hào)信投寄deliveryofpackage/registeredmails

20.包裹/掛號(hào)信領(lǐng)取pickinguppackage/rcgistcredmails

21.報(bào)紙/郵件/留言傳送passageofnewspaper/mails/messages

22.派送程序sending-offprocess

23.車輛預(yù)訂vehiclereservation

24.內(nèi)部用車vehicleuseagewithinhotel

25.車輛維修vehiclerepair

26.車輛加油vehicleoiladding

27.尋常工作daliywork

28.車輛清洗carwashing

29.行車記錄recordofvehicleusage

30.車輛月報(bào)告monthlyvehiclereport

31.車輛鑰匙管理managementofvchihclekeys

32.車輛運(yùn)作管理managementofvehicleoperation

33.司機(jī)操作程序driver'soperationprocess

34.機(jī)場(chǎng)送機(jī)airportsending-off

35.機(jī)場(chǎng)接機(jī)airportpick-up

36.穿梭巴士airportshuttle

37.司機(jī)管理driverinanagemen:

38.車匙及證件管理managemenlofcarkeysanddrivinglicenses

39.車輛尋常管理dailyvehiclemanagement

接待Reception

任務(wù)排列描述

TaskNo:Description

1.政策與程序policyandprocess

2.電話禮儀telephonecourtesy

3.接電話準(zhǔn)則principleofansweringphone

4.接聽電話原則standardofansweringphone

5.住宿登記管理managementofregisteration

6.散客入住辦理chccking-inforwalk-ins

7.團(tuán)隊(duì)入住chccking-inforteam

8.團(tuán)隊(duì)有關(guān)事項(xiàng)辦理relatedprocessforteamthatchecksin

9.老弱病殘客人入住checking-infbrtheold,weak,silk,anddisable

10.賓客接待VIPreception

11.住房押金deposit

12.延住extension

13.加床extrabed

14.換房roomchange

15.日租房dailyrentroom

16.免費(fèi)房complimentaryroom

17.自用房houseuse

18.房?jī)r(jià)變更adjustmentofroomprice

19.房?jī)r(jià)差別roompricedifference

20.客房展小roomshow

21.排房原則principleofroomarangemeni

22.當(dāng)天排房roomarrangementoftheday

23.提前排房roomarrangementinadvance

24.超額預(yù)訂extrareservation

25.留言message

26.接送服務(wù)picking-up/sending-offsenice

27.回頭客/長(zhǎng)住客returnedcustermer/long-stayguset

28.預(yù)離跟催paymentrequestbeforedeparture

29.團(tuán)隊(duì)退房(earndeparture

30.手工結(jié)賬manualchecking-out

31.信用卡核查creditcardcheck

32.支票結(jié)算checkchcking-out

33.賬項(xiàng)分離accountanditemseperation

34.付款憑證reinittancecopy

35.公司掛賬chargetocompany'spendingaccount

36.外幣兌換foreigncurrencyexchange

37.旅行支票兌換traveler'scheckdeposit

38.賬目拒付accountpaymentdenial

39.團(tuán)隊(duì)費(fèi)用漏賬teampaymentomission

40.散客漏帳walk-inpaymentomission

41.客人投訴custermcrcomplain

42.解決投訴準(zhǔn)則principleofhandlingcusiermercomplain

43.房間萬能鑰匙管理managementofmasterkey

商務(wù)中心Businesscenter

任務(wù)排列描述

TaskNo:Description

1.郵寄服務(wù)mailservice

2.設(shè)備租賃服務(wù)equipmentretalservice

3.文獻(xiàn)裝訂documentbinding

4.傳真接受receivingfax

5.代發(fā)傳真服務(wù)sendingfax

6.長(zhǎng)途電話代撥long-distancephonecall

7.打字服務(wù)typingservice

8.復(fù)印服務(wù)copyservice

9.翻譯服務(wù)translationservice

房間預(yù)定RoomReservation

任務(wù)排列描述

TaskNo:Description

1.電話促銷telephonepromotion

2.電話預(yù)訂telephonereservation

3.傳真預(yù)訂faxreservat沁n

4.團(tuán)隊(duì)預(yù)訂teamreservation

5.訂房確認(rèn)roomreservationconfirmation

6.擔(dān)保預(yù)訂guaranteedreservation

7.房?jī)r(jià)確認(rèn)confirmationofroomprice

8.訂房婉拒refusalofroomreservation

9.預(yù)定未到bookedyetnotarrived

10.訂房變更reservationchange

11.訂房取消reservationcancel

12.預(yù)訂審核reservationcheck

總機(jī)Operator

任務(wù)排列描述

TaskNo:Description

1.接電話禮儀telephonecourtesy

2.來電應(yīng)答原則phoneansweringstandard

3.客房電話轉(zhuǎn)接connectingphonecall

4.電話轉(zhuǎn)接準(zhǔn)則principleofconnectingphonecall

5.內(nèi)部電話解決internalphonehandling

6.客人信息查詢guestinformationinquiry

7.電話號(hào)碼查詢phonenumberinquiiy

8.叫醒服務(wù)morningcallservice

9.留言服務(wù)messageservice

10.免打擾服務(wù)nodisturbanceservice

11.客人動(dòng)向信息guestinformation

12.保密服務(wù)keepingconfiden(iali:y

13.緊急電話emergencycall

14.電話系統(tǒng)故障barrierofphonesystem

主題：酒店門前工作參照號(hào)：FO-CON-001

Subject:hotelfrontworkRef:FO-CON-001

Subject：hotelfrontworkRef：FO-CON-001

目OBJECTIVE

細(xì)化酒店門前各項(xiàng)工作，維護(hù)酒店星級(jí)門面形象

Detaileverytasktomaintainhotelimage

流程PROCEDURES

1.門僮應(yīng)認(rèn)真準(zhǔn)備好客人到達(dá)酒店時(shí)如何致意歡迎,如打開客人車門時(shí)可以

說：“歡迎您光臨雅閣酒店”

2.Doormanpreparestogreet

toguests,likesaying"welcome

toArgyleHotel"whenheopens

thedoorforthem

作為門僮，平素要注意研究門前年輛調(diào)度，熟悉各種年輛停車、開門、美

門、起動(dòng)等四個(gè)動(dòng)作和走車路線等。特別是白晝、夜間、晴日、雨天以及人多

雜亂時(shí)各種不同狀況。

3.Asadoorman,payattention

tovehiclefleetfbefamiliarwith

thefourmovements(parking,

openingdoor,closingdoors.

moving)anddrivinglinesof

everyvehicle,esp.different

situationsduringdaytime,

nighttime,sunnyday,rainyday,

orcrowdeddays.

4.門僮對(duì)出租車司機(jī)要親切、熱情。解決好人際關(guān)系對(duì)于酒店宣傳極其重要。

狀況容許時(shí)，可告訴司機(jī)酒店客人用車需要，并隨時(shí)掌握酒店出租車車輛

狀況。

5.Doormanshouldbekindand

warmtotaxidrivers.Dealwith

relationshipwelltointroduce

hoteLWithallowance,doorman

cantelldriversvehicleneedsand

getsometaxiresource

information

客人乘車到達(dá)酒店時(shí)，門僮要注意下列順序:

Whenguestarriveshotelby

car,doormanshouldpayattention

to:

a）指揮車輛停在恰當(dāng)位置。

Guidevehicletoparkatproperplace,

b）注意車輛先后左右安全。

Payattentiontothesafetyofthevehicle'sneighbourhood.

c）客人做好下車準(zhǔn)備再開車門,特別對(duì)女客、小朋友要格外小心。

Getreadyto

opendoorsforguests,esp.women

andchildren.

出使用恰當(dāng)、得體語言表達(dá)歡迎。

Welcomeguestswithproperlanguage.

e）清點(diǎn)行李種類件數(shù)。

Countluggagenumber,

f）注意安全，關(guān)好后門。

Closethedoorofthevehicleandpayattentiontosafety.

g）指揮車輛離開

Guidevehiclestoleave.

h）最佳不替亙機(jī)、客人保管車鑰匙（必要時(shí)除外X

Doormanshouldbetternotkeepkeysfordriversandguests（unlesshehasto）

6.由于司機(jī)經(jīng)常向門便或行李員、服務(wù)員等詢問諸如車場(chǎng)、車庫路線、到名勝古

跡或大廈公司路線、地址等問題，因而關(guān)于人員尋常對(duì)此要有所研究。

7.Asdriversoftenasksfor

parking,drivinglinestoplaces

ofinterests,doormanshouldbe

familiarwithdifferenttraffic

information.

召開大型宴會(huì)時(shí)，酒店普通事先發(fā)放停車證及車號(hào)，調(diào)度車輛時(shí)使用揚(yáng)聲器呼

喚客人姓名、公司名稱、車號(hào)等。在雜亂大型停車場(chǎng)，還可酌情使用麥克風(fēng)、手提式步

話機(jī)等。

Hotelwouldhandouiparkingcertificateandseriesnumbertodriverswhenlarge-scale

banquetisgoingon.Uselouderspeakerstoreadguest,sname,companyname,andcar

number,etc.tohavevehiclefleetmanagement.

Hotelwouldhandoutparkingcertificateandseriesnumbertodriverswhenlarge-scale

banquetisgoingon.Uselouderspeakerstoreadguest*sname,companyname,andcar

number,etc.tohavevehiclefleetmanagement.

Hotelwouldhandoutparkingcertificateandseriesnumbertodriverswhenlarge-scale

banquetisgoingon.Uselouderspeakerstoreadguestfsname,companyname,andcar

number,etc.tohavevehiclefleetmanagement.

主題：門僮服務(wù)參照號(hào)：FO-CON-002

Subject:doormanserviceRef:FO-CON-002

Ref：FO-CON-002

Subject：doormanservice

目OBJECTIVE

規(guī)范門前工作細(xì)節(jié)，保證來臨客人第一時(shí)間地感受到酒店親切、熱情到店服務(wù)

Regularizeworkingdetailsofhotelfrontarea,makesureguestsfeelwarmandhospitable

oncetheygethotel

流程PROCEDURES

1.當(dāng)客人乘坐車輛抵近時(shí)，站外車道門僮要積極為司機(jī)打手勢(shì)，以便汽車停在恰當(dāng)位

置。待車停定后，門童應(yīng)迅速走近啟動(dòng)汽車門最佳位置，熱情相迎（微笑），拉開

車門，向客人表達(dá)歡迎（講敬語、問好），先開前門，再開后門，然后站在后門為

客人服務(wù)。

Doormansignalsdrivertoparkatproperplacewhenguest'svehiclecomes.Whenthe

vehiclestops,gotothebestplacetosmileandopenthedoorfortheguest,andhave

greetingstotheguest,toopenthefrontdoorfirst,thenbackdoor,thenserveguestalthe

backdoor.

2.動(dòng)作應(yīng)是左手拉開車門，右手遮擋于車門框上沿（泰國(guó)客人除外），以防客人頭

部與汽車門框相碰，并提示客人注意。

Openthedoorwithlefthand,

coverthetopofthevehiclewith

righthand（exceptpeoplefrom

Thiland）andtellguesttobe

careful,incasetoletguestbump

intothevehicle.

3.對(duì)于年老或行動(dòng)不便客人，拉開車門后,要積極攙扶其下車。

Foroldorthosewhohave

probleinwalking,openthedoor

andsupportthemwithhandsto

getoutofthevehicle.

a）如果客人手上拿東西太多，應(yīng)積極接過來，以以便客人下車。

Ifguesthasmanythings

inhishand,helphimtocarry

thingswhenhegetsoutofthe

vehicle.

b）如果車上裝有行李，即招呼門口行李員為客人搬運(yùn)營(yíng)李。

Ifthereisluggage,call

forluggagemantocarrythe

luggage.

c）詢問客人與否要住店，并轉(zhuǎn)告行李員。

Askguestifhewillstyin

thehotel,thenletluggage

manknow.

d)如暫時(shí)沒有行李員，應(yīng)積極協(xié)助客人將行李卸下，當(dāng)面和客人點(diǎn)清

件數(shù)，把行李搬入大堂，并告訴行李員行李件數(shù)，如無行李生則與領(lǐng)班交接，然

后迅速返回工作崗位。

Ifthereisnoluggage

manatthattime,helpguestto

takeofftheluggage,countthemin

frontoftheguest,takethemtothe

lobby,tellluggagemanthe

number.Ifthereisnoluggagem

man,telltheheadoftheshiftfthen

gobacktowork.

e)登記車號(hào)卡轉(zhuǎn)交給客人。

Registervehiclenumberandhandintotheguest.

4.客人離店時(shí)，門童應(yīng)積極上前向客人打招呼，問客人去處并代客人叫車，打手勢(shì)

引導(dǎo)車輛停在恰當(dāng)位置。請(qǐng)客人上車，并告訴司機(jī)客人去處，向客人道別。

Whenguestleavesthehotel,

doormanshouldsay

goodbyetoguest,askthe

guestwheretogo,andhelp

himtogetavehicle.Open

thedoorfortheguest,tell

driverwheretogo,say

goodbyetotheguest.

a)動(dòng)作應(yīng)是左手拉門，右手遮擋于車門門框上沿，以防客人頭部與汽車門

框相碰，并提示客人注意。

Openthedoorwithleft

hand,coverthetopofthe

vehiclewithrighthand

(exceptpeoplefrom

Thiland)andtellguesttobe

careful,incasetoletguest

bumpintothevehicle.

b）對(duì)于年老或行動(dòng)不便客人，拉開車門后，要積極攙扶其上車。

Foroldorthosewho

haveprobleinwalking,

openthedoorandsupport

themwithhandstogetinto

thevehicle.

c）如果客人手上拿東西太多，應(yīng)積極接過來，征得客人批準(zhǔn)后，把行李

物品放好，并交接好件數(shù)，蓋好車尾箱蓋（或關(guān)好車門\

Iftherearemanythings

intheguest1shands,withthe

guestspermission,helphimput

theluggageinthevehicle,count

andtellguesthowmanyitems,

closethetrunk/door.

d)VIP客人離店，當(dāng)客人車輛啟動(dòng)時(shí)，應(yīng)舉手告別，且目送其拜別以示禮

貌。

SolutetoVIPwhenheleaveshotel,

e)登記車號(hào)卡呈交客人。

Registervehiclenumberandgiveittotheguest.

當(dāng)候車人多而無車時(shí)，門僮應(yīng)禮貌地請(qǐng)客人排隊(duì)，按先后II質(zhì)序乘車，協(xié)助保安

6員維持秩序；當(dāng)載客車多而人少時(shí)，門僮應(yīng)按汽車到達(dá)先后安排客人乘車。

7Whentherearemanypeople

waitingforthevehicle,doorman

shouldbepoliteandtellgueststo

waitinline,andasistsecurity

guardtomaintainorder;when

therearemorevehiclesthan

guests,doormanshouldarrange

thepickingupaccordingtothe

orderinline.

如有客人趕火車或飛機(jī)，必要要征得排隊(duì)客人批準(zhǔn)，方可讓趕火車或飛機(jī)d客人先乘

車。

Ifanyguestisinahurrytogototheairportorrailwaystation,withotherguests'allowance,

let(hemleavefirst.

Ifanyguestisinahiirrytogototheairportorrailwaystation,withotherguests'allowance,

let(hemleavefirst.

主題：旗幟升降參照號(hào)：FO-CON-003

Subject:raiseanddropflagRef:FO-CON-003

Subject：raiseanddropflagRef：FO-CON-003

OBJECTIVE

規(guī)范旗幟管理，維護(hù)酒店社會(huì)形象

Regularizethemanagementofflagtomaintainhotefsimage

流程PROCEDURES

店旗和國(guó)旗升降歸前廳禮賓部管理，每天清早在七點(diǎn)正將國(guó)旗、店旗和集團(tuán)旗

1.升起，在晚上六點(diǎn)將上述旗幟降下。

2.Conciergeisinchargeoftheraiseanddropofhotelflagand

natioianlflag,raisenationalflag,hotelflagandcooperatflagat7ap

everyday,dropthemdownat6pm.

在升旗時(shí)，必要要注意旗幟箭頭所指方向，每面旗幟均有箭頭指弓I方向，請(qǐng)按

3.指引方向升旗，當(dāng)值領(lǐng)班負(fù)責(zé)監(jiān)督。

4.Payattentiontothedirection

oftheflagwithguidance,duty

supervisorshouldinspectit

旗幟一式三套，應(yīng)積極清洗。

Withthreesetsofflags,cleanthemconstantly.

Withthreesetsofflags,cleanthemconstantly.

主題：出租車服務(wù)參照號(hào)：FO-CON-004

Subject:CarrentalserviceRef:FO-CON-004

Subject：CarrentalserviceRef：FO-CON-004

目OBJECTIVE

規(guī)范酒店客用車服務(wù)程序，保證客人用車以便、快捷和準(zhǔn)時(shí)

流程PROCEDURES

依照預(yù)訂部告知，把當(dāng)天抵店客人用車規(guī)定，提前告知司機(jī)

Telldriverguest'scarpicking-uprequestinadvanceaccordingtotheannouncementof

reservationdepartment.

客人訂車規(guī)定必要記錄在《出租車登記表》內(nèi)，并準(zhǔn)備相應(yīng)車單在前臺(tái)接

待處入賬。

1.Guest'sbookingsheet

shouldbekeptinCARRENTAL

FORMfandrelatedsheetshould

beinputintoaccountinthe

frontdesk.

2.每日下午或晚上將次日清晨時(shí)刻客人用車規(guī)定事先告知司機(jī)。

Telldriverguest'sneedofcarserviceeveryafternoonoreveningorearlythesecond

morning.

保證訂車客人用車需要，如所訂車輛未能準(zhǔn)時(shí)到達(dá)，應(yīng)迅速另找車輛代替，

同步把、車輛未能到達(dá)因素記錄下來，并向客人表達(dá)歉意。

Makesureguest'scarwouldbereadyontime.Ifthecarcouldn'tbethereontime,

shouldimmediatelyfindanothercartoreplace,meanwhilekeeparecordonwhythecar

doesn'tcomeandappoligizetotheguest.

主題：專線車服務(wù)參照號(hào)：FO-CON-005

Subject:SpeciallineshuttleserviceRef:FO-CON-005

Subject：Speciallineshuttleservice

目OBJECTIVE

規(guī)范穿梭巴士服務(wù)程序，為酒店住店客人提供便利

Regularizetheprocessofhotelshuttleservicetoprovideconvenienceforhotelguests

流程PROCEDURES

專線車是為住客提供免費(fèi)服務(wù)項(xiàng)目，原則上只有住客才干享有這項(xiàng)服務(wù)，對(duì)

非住客乘搭要婉言回絕。

1.Speciallineshuttleisafree

servicefortheguests,in

principleonlyhotelguestscan

sharethisservicefshouldrefuse

thosepeoplewhodonotstayin

thehotel.

2.住客親戚、朋友等在車輛可容納狀況下可與住客一同前去火車站、機(jī)場(chǎng)。

3.Hotelguests'relatives,

friends,etc.canridetogetherto

railwaystationandairport

whenthereareenoughempty

seats.

4.房務(wù)總監(jiān)、前廳經(jīng)理、賓客服務(wù)經(jīng)理可酌情批準(zhǔn)，對(duì)非住客乘車免除費(fèi)用。

5.Withthedirectorofroom

division,frontdeskmanager,

guestservicemanager's

permission,guestswhodonot

stayinthehotelcanalsorideon

theshuttleforfree.

6.耐心解答客人提問，總是做到熱情、有禮，盡量為客人提供最直接服務(wù)。

7.Solveguest'sproblems

patiently,bepassionateand

polite,providethemostdirect

serviceasmuchaspossible.

若住客向行李員詢問專線車如何乘搭，行李員要認(rèn)真解答。如客人需及時(shí)乘車

離店，則由行李員直接帶客人上專線車，并將客人房號(hào)、人數(shù)、前去地點(diǎn)

等資料告訴門僮，以便登記。如接受詢問行李生正在為她人服務(wù)時(shí)候,

則請(qǐng)另一位行李員幫忙送客人上車。

8.Luggagemanshouldbe

patienttoanswerguest's

questionsabouttraffic

information.Ifguestneedsto

leavehotelimmediately,luggage

manshouldtaketheguesttothe

speciallinedirectlyfandtellthe

guest'sroomnumber;amountof

people,destinationtodoorman

forregisteration.Iftheluggage

manisbusycarryingother

people'sluggages,askforhelp

fromanotherluggageman.

9.若住客暫時(shí)不需乘坐專線車，則清晰地向客人解說關(guān)于如何乘搭、開車時(shí)間等,

請(qǐng)客人屆時(shí)到停車點(diǎn)直接候車。

io.Ifguestwouldnotrideonthe

shuttleimmediately,tellhimthe

shuttle'sinformation,tolet

themgetthereontime.

n.非住客詢問與否有專線車服務(wù)，則告訴客人專線車只為本店客人服務(wù)，婉

言回絕其規(guī)定。

12.Forthosewhodonotstayinthe

hoteltoaskforshuttle

information,tellthemthe

shuttleisjustforguestswho

stayinthehotel,andrefuse

theminavividway.

13.任何時(shí)候行李員不得跟車外出。

Luggagemancannotgowiththeshuttlefbranyreasons.

每天專線車記錄由各班次專人負(fù)責(zé)，即早班行李員一人中班一人。另兩人

協(xié)助工作，以免工作、管理上發(fā)生混亂現(xiàn)象。每次開車前二分鐘由行李員負(fù)

責(zé)清點(diǎn)客人數(shù)目，前去何處，并在相應(yīng)時(shí)間上做好記錄。

Theluggagemanformorningandnoonshifts,keeprecordson(hedrivinglineseveryday,

anothertwoassisttoworktoavoidanychaosinworkandmanagement.Luggageman

checkstheheadcountstwominutesbeforetheshuttleleaves,andkeepsrecordon

destinationandtime.

Theluggagemanformorningandnoonshifts,keeprecordsonthedrivinglineseveryday,

anothertwoassisttoworktoavoidanychaosinworkandmanagement.Luggageman

checkstheheadcountstwominutesbeforetheshuttleleaves,andkeepsrecordon

destinationandtime.

Theluggagemanformorningandnoonshifts,keeprecordsonthedrivinglineseveryday,

anothertwoassisttoworktoavoidanychaosinworkandmanagement.Luggageman

checkstheheadcountstwominutesbeforetheshuttleleaves,andkeepsrecordon

destinationandtime.

主題：帶房程序參照號(hào)：FO-CON-006

Subject:ProcessofroomshowingRef:FO-CON-006

Subject：ProcessofroomshowingRef：FO-CON-006

目OBJECTIVE

規(guī)范帶房程序，以便客人能體現(xiàn)星級(jí)酒店服務(wù)，同步，勉勵(lì)行李生運(yùn)用每個(gè)對(duì)客機(jī)會(huì)

來促銷酒店

Regularizeprocessofroomshowingtopresenthotel'swonderfulservice,meanwhileencourage

luggagemantouseeverychancetohavepromotionforhotel.

流程PROCEDURES

1.向抵店客人積極啟動(dòng)大門，微笑點(diǎn)頭表達(dá)歡迎。

Opendoorfortheguests,smile

andwelcomethem.

2.如遇客人有行李，應(yīng)積極上前協(xié)助客人搬卸行李，并告知卸下之行李數(shù)量。如遇

行李件數(shù)多，應(yīng)運(yùn)用行李車輔助，禮貌地詢問客人姓名（如能從客人行李名牌

上懂得更好I

Helpguestswiththeir

luggagesandtellthemtheir

luggageamount.Ifthereare

manyluggages,useluggage

carttocarryandaskguestsfor

theirnames(itisbetterto

knowtheirnamesfromtheir

luggagenameplate).

3.行李員無論是從車上接到行李還是從門僮手中接過行李都要立即與客人一起清點(diǎn)

行李件數(shù)，檢查行李有無破損，并記住客人所乘車輛車牌號(hào)碼。

Luggagemanshouldcheckluggagenumberwithguestsandcheckifthereisanydamage

andwritedownguests'carnumber.

4.如遇行李由門僮幫客人將行李從車上卸下，也許行李未卸完，客人已進(jìn)入大廳到接待處

登記，則行李生向門疑問清行李所屬客人特性，然后搬運(yùn)營(yíng)李到接待處，向客人核算

行李數(shù)(若有差錯(cuò)，即可依照記下車牌號(hào)碼、所屬公司、特性等迅速為客人找回行李)。

5.Ifguestgoestocheckinin

thelobbywhenluggagemanis

stillunloadinghisluggage,

luggagemanshouldask

doormanfortheguest1sluggage

information,thencarrythemto

thereceptionplace,check

luggagewiththeguest(ifthereis

anymistake,writedowncar

number,companyname,

characteristics,etc.tohelpguest

gethisluggage).

6.以對(duì)的姿勢(shì)站立于客人右后方1.5米處，替客人看守行李(行李必要放在自己

與客人之間及伸手范疇內(nèi))隨時(shí)聽從客人吩咐并注意接待員暗示等。如需要用

行李車時(shí)，要把整車行李放在禮賓部柜臺(tái)旁邊靠墻處，行李生則站在客人身右

后方1.5米處。

7Standontherightbehindthe

guestwith1.5metersdistance,

keepeyesonguests7luggage

(luggageshouldbeputatthe

placebetweenguestandluggage

manwithinreach)andwaitfor

theguesfsorder.Ifluggageman

needstouseluggagecart,he

shouldputtheluggagecartwith

allluggageonclosetothewallof

conciergecounter.Luggageman

shouldstandontherightbehind

theguestwith1.5meters'

distance.

待客人辦妥手續(xù)后，應(yīng)積極上前向客人或接待員問取房間鑰匙，確認(rèn)房號(hào)對(duì)的

后，提上行李，引領(lǐng)客人到房間。

Afterguestchecksin,gotoask

guestorreceptionistforroom

keyfconfirmtheroomnumber,

carryguestfsluggageand

guideguesttohisroom.

a）接待客人要積極，并詢問客人與否第一次入住。同步，借此簡(jiǎn)介酒店設(shè)施

及推廣活動(dòng)。

Beactivetowardsguest,

askhimifitishisfirsttimeto

stayinthishoteLMeanwhile

introducethishotel's

infrastructureandpromotion

activities.

C)b)若客人因事需先到別處，行李生要先把行李送上房間，此時(shí)行李生

要以看到客人房間號(hào)碼為準(zhǔn)。

f

d)Ifguestdoesntgotohis

roomwithluggagemanf

luggagemanshouldsend

luggagetotheguest7sroom

accordingtohisroomnumber.

8.如遇前臺(tái)接待員或賓客服務(wù)經(jīng)理等帶客人上房，行李員在核算行李件數(shù)后，可

乘搭彳亍李專梯將客人行李運(yùn)上房間。

9.Ifthereceptionistoffrontdeskor

custermerservicemanager

guidesguesttohisroomf

luggagemancansendguest1s

luggagebyluggagedelivery

elevatorafterluggagechecking.

10.乘搭電梯時(shí)，先將一只手按住電梯門，請(qǐng)客人先入電梯，進(jìn)電梯后應(yīng)接近

電梯按鈕站立，以便于操縱電梯。出電梯時(shí)，讓客人先出，然后自己攜帶行李出

電梯，后繼續(xù)在前方引導(dǎo)客人到房間。如行李過多過重時(shí)，護(hù)送客人到電梯后,

向客人解釋，請(qǐng)客人先到房間，把房間鑰匙交回客人，在推車搭行李專用電梯

上房間。

11.Whengettingintheelevator,

punchthedoor,letguestgetin

first,thengetinandstandbythe

bottonplacetooperatethe

elevatoreWhengettingoutofthe

elevatorrletguestgetoutfirst,

thencarryluggagetogetoutof

theelevator,guideguesttohis

room.Iftherearemanyluggage,

attheelevatorentryplace,

explaintoguestthathegoesto

theroomfirst,andgivehimthe

key,thensendluggagetoguest1

sroombyspecialluggage

elevator

進(jìn)入房間前，先插入電子鑰匙(此時(shí)房間大某些燈亮)，請(qǐng)客人先進(jìn)入房間。

Afteropeningthedoor,putroom

keyintheplug(mostofthe

lightswillbeonimmediately),

letguestgetinfirst.

b)a)開門后，如發(fā)現(xiàn)房?jī)?nèi)有其她客人行李、雜物或房間未搞衛(wèi)生，應(yīng)及時(shí)

退出，并向客人解釋清晰，再向樓層服務(wù)臺(tái)和前臺(tái)接待處聯(lián)系，完畢換房

后把成果告知前廳接待員。

C)Ifluggagemanfindsout

otherpeople1sluggageorthe

roomisnotclean,leavethe

roomimmediately,andexplain

thesituationtoguest,then

contactservicecounterofthe

floorandfrontsedk,change

roomandtellfrontdesk

afterwards.

10.客人入房間后對(duì)房間不滿意規(guī)定更換房間時(shí)，行李員應(yīng)及時(shí)與接待處聯(lián)系，完

畢換房工作后，再次告知前臺(tái)接待員。

11Ifguestrequirestochangeroom

afterenteringtheroomhegets,

luggagemanshouldcontact

receptionimmediatelytochange.

tellthereceptionistinthefront

deskthen.

隨客人進(jìn)入房間后，將行李放在行李架或按客人吩咐將行李放好。

Putluggageontheluggagestandortheplaceguestwantstoafterenteringtheroom.

向客與店介房間設(shè)褊而各種設(shè)施用法(如、客人此前曾住過本酒店，就不必簡(jiǎn)介了

順序：開窗簾、房間座向、茶水、冰柜位置、服務(wù)指南、收音機(jī)、電視機(jī)開關(guān)位置、

空調(diào)控制、衣柜和洗手間。

12Introducetheusingmethodsof

infrastructuresintheroom(ifthe

guesthasstayedinthishotel

before,itisnotnecessaryto

introduce).Order:openthe

curtain,drinkcontainer,freezes

serviceguidance,radio,

removablecontrollerfortvand

conditioners,closet,and

bathroom.

13.房間簡(jiǎn)介完后，征求客人與否尚有其她吩咐。在客人無其他規(guī)定期，即向客人

道謝，迅速離開，將房門輕輕拉上。

14Askguestifhehasanyother

requestsafterroom

introduction.Iftheguestdoesn't

haveanyotherrequests,say

goodbyetohim,andleave

imeediatelywithclosingthedoor

quietly.

15.做完每一種散客行李進(jìn)店（涉及原已住下需幫忙搬運(yùn)物品上房間客人）,應(yīng)迅

速走員工通道返回劉賓部柜臺(tái)c及時(shí)在《散客入住音記表》上逐項(xiàng)背記清晰C

16Aftersendingluggagesforthe

guests,gobacktotheconcierge

counterthroughemployee

patheFillintheformofguest

registeration.

在接到告知要為某客人轉(zhuǎn)房時(shí)，先在《人員去向表》上記下出發(fā)時(shí)間和轉(zhuǎn)房房號(hào)，然后

履行李車上樓層為客人轉(zhuǎn)房。提示客人帶齊行李物品（如客人不在就與樓層領(lǐng)班一起

檢查清晰有無遺留在房間里)。幫客人換上新開房間鑰匙和住房卡。

Withtheannouncementofchangingroomforguest,writedowntimeandnewroomnumber

ontheroomchangingform,andgotochangeroomforguest.Remindtheguesttobringall

hisluggage(Ifguestisnotin(heroom,checkifthere*sanythingleftintheroomwithfloor

captain).Giveguestthenewroomkey.

Withtheannouncementofchangingroomforguest,writedowntimeandnewroomnumber

ontheroomchangingform,andgotochangeroomforguest.Remindtheguesttobringall

hisluggage(Ifguestisnotintheroom,checkifthere'sanythingleftintheroomwithfloor

captain).Giveguestthenewroomkey.

Withtheannounccmcnlofchangingroomforguest,writedowntimeandnewroomnumber

ontheroomchangingform,andgotochangeroomforguest.Remindtheguesttobringall

hisluggage(Ifguestisnotintheroom,checkifthere'sanythingleftintheroomwithfloor

captain).Giveguestthenewroomkey.

Subject:Departureforwalk-inRef:FO-CON-007

主題：散客離店參照號(hào)：FO-CON-007

主題：散客離店參照號(hào)：FO-CON-007

目OBJECTIVE

規(guī)范離店程序來保證客人行李安全，同步通過有效服務(wù)程序，保證客人帳務(wù)程序完結(jié),

保障酒店收益

Regularize（hed