STANDARD OPERATING PROCEDURE
标准操作程序
ROOMING A GUEST
引导客房间
Task Number
务号：
BUT0008
Department
部门：
Butler
Date Issued
制定日期：
August 2005
2005年８月
Guest Expectation
客期：
I expect a friendly efficient and unobtrusive rooming experience If I am a regular I may not want this courtesy
希友效唐突引房间果长客需项服务
Time to Train
培训时间：
1 hour
1时
Why is this task important for you and our guests
什项务客重？
Answers
回答：
1 I can ensure a smooth check in experience 确保客利登记
2 I am able to provide personalized service 提供性化服务
3 Fulfill and exceed all expectations of the guest 超前完成客期
4 I can increase our GSTS score 提升客意愿调查系统分
5 The guest will feel expected and welcomed 客感受欢迎期
WHAT STEPS
什步骤
HOW STANDARDS
样做标准
TRAINING QUESTIONS
培训问题
1) Greeting at the elevator
电梯处迎接客
Guest Relations Officer will present the Butler by name and pass the room key to the Butler
客关系协调员会家客名字钥匙家
Thank the Guest Relations Officer
感谢客关系协调员
Bow slightly and address the guest as follows
Welcome (back) to Inter Continental ……… Mr Mrs XXX
轻度弯腰客招呼：XXX先生欢迎洲际酒店
Offer to carry his her coat or brief case as you escort the guest to hisher room
陪客房间时动帮客衣服皮箱
Who will greet the guest at the main entrance
谁入口迎接客？
How should the guest be addressed
DRILL LANGUAGEBODY LANGUAGE
样客招呼？
训练语言身体语言
2) Show the room
展示房间
Open the guestroom door with the guest key (making sure it works before the guest arrives) hold the door open and insert the key into the master switch
客钥匙开客房间（确信客达前已准备房间）开门钥匙插入总电源开关
Allow the guest enter the room first and proceed according to one of the following scenarios
先客进入房间列中种设想进行：
If the bellman is waiting in front of the door let him in the room Do not begin The presentation until the bellman has finished placing the luggage Begin The Presentation as soon as the bellman exits
果行李员已门前等候进入房间等行李员放行李出门开始介绍
What should be done first when entering the guest room
进入客房间时首先应该做什？
What should be done if the bellman is in front of the door
行李员已等候门前时应该做？
WHAT STEPS
什步骤
HOW STANDARDS
样做标准
TRAINING QUESTIONS
培训问题
If the bellman arrives after you have begun The Presentation let him in and stand as he places the luggage Continue after he exits the room
果行李员已开始介绍时达行李员进入房间站旁边等行李员放行李出门继续介绍
The bellman will usually receive a gratuity Allow the guest time to give it to him but do not pause too long look or seem interested in the gratuity given to the bellman
行李员通常会收费留客时间行李员费时间长显行李员费表示感兴趣
3) Present the in – room facilities
展示房间设施
Do not assume that the guest has time for a full presentation Ask the guest as follows
May I take a few moments to explain the features of your room
假设客时间解房间设施询问客：占您会时间您介绍房间设施？
Guest orientation always includes instructions about
客般会倾物品法说明：
temperature control温度控制
emergency exits紧急出口
technology information regarding internet access关网信息
power supply电源配备
introduce the I SPA介绍水疗
introduce Restaurants and Bar介绍餐厅酒吧
Introduce Club services and advantages
介绍俱乐部服务优势
Do all guests receive an introduction to the room
客需房间做出介绍？
Which facilities should be introduced to the guest
应该客介绍设施？
4) Offer services
提供服务
Ice will be offered to all guests or preset in room
客提供预先准备冰冻食品
Whilst greeting arriving guests the butler will offer complimentary pressing and shoeshine service
Which services should be offered
应该提供服务？
WHAT STEPS
什步骤
HOW STANDARDS
样做标准
TRAINING QUESTIONS
培训问题
迎接客时家应该客提供熨烫擦鞋服务
During the rooming the butler will offer to take coats and hang them in the closet
客达房间时 应该客衣服衣服挂衣柜里
During the rooming the butler will explain the operation of the Instant Service Button
客达房间时家应该客解释样操作紧急钮
Whilst greeting arriving guests the butler will offer unpacking services
迎接客时家应该提供行李服务
Whilst greeting arriving guests the butler will offer complimentary coffee tea or soft drinks
迎接客时家应该客提供咖啡茶饮料
5) Leave the room
离开房间
Make sure that all the guest’s questions have been answered and offer additional services
确信已回答完客疑问提供额外服务
What should be asked before leaving the guest room
离开客房间前应做什？
6) Follow up
踪
All the guest’s requests need to be followed up with the appropriate departments
部门起客求进行追踪
What happens when are not
没追踪时会发生什？
Summary questions
问题概述：
1 Where should the Butler wait for the Guest家应该里等客？
2 Which steps need to be followed when checking the guest in客登记时应做步骤？
3 Why is it important that we take the guest to the room什带客房间非常重？
4 Should all guests receive an introduction to the room hotel客求介绍房间酒店？
5 What do I have to introduce and why必须介绍什？什？
Now ask the trainee to practice the task from start to end to test competency
现培训生步骤头尾进行实践操作做测试
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STANDARD OPERATING PROCEDURE
标准操作程序
ROOMING A GUEST
引导客房间
Task Number
务号：
BUT0008
Department
部门：
Butler
Date Issued
制定日期：
August 2005
2005年８月
Guest Expectation
客期：
I expect a friendly efficient and unobtrusive rooming experience If I am a regular I may not want this courtesy
希友效唐突引房间果长客需项服务
Time to Train
培训时间：
1 hour
1时
Why is this task important for you and our guests
什项务客重？
Answers
回答：
1 I can ensure a smooth check in experience 确保客利登记
2 I am able to provide personalized service 提供性化服务
3 Fulfill and exceed all expectations of the guest 超前完成客期
4 I can increase our GSTS score 提升客意愿调查系统分
5 The guest will feel expected and welcomed 客感受欢迎期
WHAT STEPS
什步骤
HOW STANDARDS
样做标准
TRAINING QUESTIONS
培训问题
1) Greeting at the elevator
电梯处迎接客
Guest Relations Officer will present the Butler by name and pass the room key to the Butler
客关系协调员会家客名字钥匙家
Thank the Guest Relations Officer
感谢客关系协调员
Bow slightly and address the guest as follows
Welcome (back) to Inter Continental ……… Mr Mrs XXX
轻度弯腰客招呼：XXX先生欢迎洲际酒店
Offer to carry his her coat or brief case as you escort the guest to hisher room
陪客房间时动帮客衣服皮箱
Who will greet the guest at the main entrance
谁入口迎接客？
How should the guest be addressed
DRILL LANGUAGEBODY LANGUAGE
样客招呼？
训练语言身体语言
2) Show the room
展示房间
Open the guestroom door with the guest key (making sure it works before the guest arrives) hold the door open and insert the key into the master switch
客钥匙开客房间（确信客达前已准备房间）开门钥匙插入总电源开关
Allow the guest enter the room first and proceed according to one of the following scenarios
先客进入房间列中种设想进行：
If the bellman is waiting in front of the door let him in the room Do not begin The presentation until the bellman has finished placing the luggage Begin The Presentation as soon as the bellman exits
果行李员已门前等候进入房间等行李员放行李出门开始介绍
What should be done first when entering the guest room
进入客房间时首先应该做什？
What should be done if the bellman is in front of the door
行李员已等候门前时应该做？
WHAT STEPS
什步骤
HOW STANDARDS
样做标准
TRAINING QUESTIONS
培训问题
If the bellman arrives after you have begun The Presentation let him in and stand as he places the luggage Continue after he exits the room
果行李员已开始介绍时达行李员进入房间站旁边等行李员放行李出门继续介绍
The bellman will usually receive a gratuity Allow the guest time to give it to him but do not pause too long look or seem interested in the gratuity given to the bellman
行李员通常会收费留客时间行李员费时间长显行李员费表示感兴趣
3) Present the in – room facilities
展示房间设施
Do not assume that the guest has time for a full presentation Ask the guest as follows
May I take a few moments to explain the features of your room
假设客时间解房间设施询问客：占您会时间您介绍房间设施？
Guest orientation always includes instructions about
客般会倾物品法说明：
temperature control温度控制
emergency exits紧急出口
technology information regarding internet access关网信息
power supply电源配备
introduce the I SPA介绍水疗
introduce Restaurants and Bar介绍餐厅酒吧
Introduce Club services and advantages
介绍俱乐部服务优势
Do all guests receive an introduction to the room
客需房间做出介绍？
Which facilities should be introduced to the guest
应该客介绍设施？
4) Offer services
提供服务
Ice will be offered to all guests or preset in room
客提供预先准备冰冻食品
Whilst greeting arriving guests the butler will offer complimentary pressing and shoeshine service
Which services should be offered
应该提供服务？
WHAT STEPS
什步骤
HOW STANDARDS
样做标准
TRAINING QUESTIONS
培训问题
迎接客时家应该客提供熨烫擦鞋服务
During the rooming the butler will offer to take coats and hang them in the closet
客达房间时 应该客衣服衣服挂衣柜里
During the rooming the butler will explain the operation of the Instant Service Button
客达房间时家应该客解释样操作紧急钮
Whilst greeting arriving guests the butler will offer unpacking services
迎接客时家应该提供行李服务
Whilst greeting arriving guests the butler will offer complimentary coffee tea or soft drinks
迎接客时家应该客提供咖啡茶饮料
5) Leave the room
离开房间
Make sure that all the guest’s questions have been answered and offer additional services
确信已回答完客疑问提供额外服务
What should be asked before leaving the guest room
离开客房间前应做什？
6) Follow up
踪
All the guest’s requests need to be followed up with the appropriate departments
部门起客求进行追踪
What happens when are not
没追踪时会发生什？
Summary questions
问题概述：
1 Where should the Butler wait for the Guest家应该里等客？
2 Which steps need to be followed when checking the guest in客登记时应做步骤？
3 Why is it important that we take the guest to the room什带客房间非常重？
4 Should all guests receive an introduction to the room hotel客求介绍房间酒店？
5 What do I have to introduce and why必须介绍什？什？
Now ask the trainee to practice the task from start to end to test competency
现培训生步骤头尾进行实践操作做测试
文档香网(httpswwwxiangdangnet)户传
《香当网》用户分享的内容，不代表《香当网》观点或立场，请自行判断内容的真实性和可靠性！
该内容是文档的文本内容，更好的格式请下载文档
