STANDARD OPERATING PROCEDURE
标准操作程序
ADDRESSING A GUEST
正确称呼客
Task Number
务号：
BUT0001
Department
部门：
Butler
Date Issued
制定日期：
August 2005
2005年8月
Guest Expectation
客期：
I expect to be addressed correctly and politely and I expect my Butler to be able to pronounce and remember my name
希准确礼貌称呼 正确出记住名字
Time to Train
培训时间：
30 minutes
30分钟
Why is this task important for you and our guests
什项务客重
Answers
回答：
1 I should be courteous to all guests 应该礼貌客
2 I need to fulfill the guest expectation 应该实现客期
3 I want to maintain InterContinental Hotel high standards by addressing guests correctly洲际高标准迎接客
4 I can show my professionalism展示职业水准
WHAT STEPS
什步骤
HOW STANDARDS
做标准
TRAINING QUESTIONS
培训问题
1) Guest name
客名字
Print next day arrival report in the afternoon and check all VIP Suite room and Club InterContinental guest names
午印出第二天员达报告检查重客员房间洲际俱乐部客名单
Butler must be able to memorize and pronounce their names correctly
需正确记住拼写名字
When do we check the guest names
里检查客名单？
Why do I have to memorize the guest name
什记住客名字
2) Check the guest name and title
检查客名字头衔
Look for the guest title and name in the computer system If there is any doubt whether the title or name is correct contact Reservations or Sales to double check
利计算机系统寻找客头衔名字果客名字头衔正确性疑问请预定部销售部核实
These are the titles as they have to be used to address our guests
称呼客头衔：
1 A KING国王
First time address as Your Majesty then Sir
第次称呼陛然称先生
2 A QUEEN女王
First time as Your Majesty then Madam
第次称呼陛然称女士
3 A PRINCESS公
First time as Your Royal Highness then Madam
第次称呼殿然称女士
4 A PRINCE王子
First time as Your Royal Highness then Sir
第次称呼殿然称先生
5 A ROYAL DUKE皇室公爵
First time as Your Royal Highness then Sir
How do we address our guests
应该样称呼客？
Why is it important to address guests with their title
什正确头衔称呼客重？
DRILL LANGUAGEBODY LANGUAGE
训练语言身体语言
WHAT STEPS
什步骤
HOW STANDARDS
做标准
TRAINING QUESTIONS
培训问题
第次称呼殿然称先生
6 A DUCHESS公爵夫
First time as Your Royal Highness then Madam
第次称呼殿然称夫
7 A COUNTESS伯爵夫
First time as Lady (first name) then
Madam
第次称呼名字加女士然称夫
8 A BARON男爵
First time as Lord (last name) then Sir
第次称呼姓加阁然称先生
9 A PRESIDENT 总统
Mr President 总统先生
10 A SENATOR 议员
Senator (last name)姓加议员
11 AN AMBASSADOR
First times as Ambassador (last name) then Your Excellency
第次称呼姓加然称阁
12 A MAYOR市长
Mr Mayor市长先生
3) Courtesy standards when addressing a guest
称呼客时礼貌标准
1 When in doubt address as Sir or Madam
确定时称呼先生女士
2 Never call a guest by their first name even when asked
永远客名字称呼客算问时
3 Guests should be greeted with a neck bow and eye contact (except for the King & Queen of Thailand)
迎接客时弯腰眼睛注视方（泰国国王王外）
4 Never offer to shake hands动握手
How should we address a guest if we do not know the name or title
知道客名字头衔前应该样称呼客
Should we shake a guest’s hand
应该动握客手？
WHAT STEPS
什步骤
HOW STANDARDS
做标准
TRAINING QUESTIONS
培训问题
5 If a guest initiates a handshake do so
果客动握手客握手
Summary questions
问题概述
1 How should we address our guests 应该样称呼客
2 What do we have to do when we do not have specific information 没专门信息时应该做协商够做什？
3 Should we always shake a guest’s hands应该动客握手
4 Which are the appropriate guest titles 客称呼？
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
ADDRESSING A GUEST
正确称呼客
Task Number
务号：
BUT0001
Department
部门：
Butler
Date Issued
制定日期：
August 2005
2005年8月
Guest Expectation
客期：
I expect to be addressed correctly and politely and I expect my Butler to be able to pronounce and remember my name
希准确礼貌称呼 正确出记住名字
Time to Train
培训时间：
30 minutes
30分钟
Why is this task important for you and our guests
什项务客重
Answers
回答：
1 I should be courteous to all guests 应该礼貌客
2 I need to fulfill the guest expectation 应该实现客期
3 I want to maintain InterContinental Hotel high standards by addressing guests correctly洲际高标准迎接客
4 I can show my professionalism展示职业水准
WHAT STEPS
什步骤
HOW STANDARDS
做标准
TRAINING QUESTIONS
培训问题
1) Guest name
客名字
Print next day arrival report in the afternoon and check all VIP Suite room and Club InterContinental guest names
午印出第二天员达报告检查重客员房间洲际俱乐部客名单
Butler must be able to memorize and pronounce their names correctly
需正确记住拼写名字
When do we check the guest names
里检查客名单？
Why do I have to memorize the guest name
什记住客名字
2) Check the guest name and title
检查客名字头衔
Look for the guest title and name in the computer system If there is any doubt whether the title or name is correct contact Reservations or Sales to double check
利计算机系统寻找客头衔名字果客名字头衔正确性疑问请预定部销售部核实
These are the titles as they have to be used to address our guests
称呼客头衔：
1 A KING国王
First time address as Your Majesty then Sir
第次称呼陛然称先生
2 A QUEEN女王
First time as Your Majesty then Madam
第次称呼陛然称女士
3 A PRINCESS公
First time as Your Royal Highness then Madam
第次称呼殿然称女士
4 A PRINCE王子
First time as Your Royal Highness then Sir
第次称呼殿然称先生
5 A ROYAL DUKE皇室公爵
First time as Your Royal Highness then Sir
How do we address our guests
应该样称呼客？
Why is it important to address guests with their title
什正确头衔称呼客重？
DRILL LANGUAGEBODY LANGUAGE
训练语言身体语言
WHAT STEPS
什步骤
HOW STANDARDS
做标准
TRAINING QUESTIONS
培训问题
第次称呼殿然称先生
6 A DUCHESS公爵夫
First time as Your Royal Highness then Madam
第次称呼殿然称夫
7 A COUNTESS伯爵夫
First time as Lady (first name) then
Madam
第次称呼名字加女士然称夫
8 A BARON男爵
First time as Lord (last name) then Sir
第次称呼姓加阁然称先生
9 A PRESIDENT 总统
Mr President 总统先生
10 A SENATOR 议员
Senator (last name)姓加议员
11 AN AMBASSADOR
First times as Ambassador (last name) then Your Excellency
第次称呼姓加然称阁
12 A MAYOR市长
Mr Mayor市长先生
3) Courtesy standards when addressing a guest
称呼客时礼貌标准
1 When in doubt address as Sir or Madam
确定时称呼先生女士
2 Never call a guest by their first name even when asked
永远客名字称呼客算问时
3 Guests should be greeted with a neck bow and eye contact (except for the King & Queen of Thailand)
迎接客时弯腰眼睛注视方（泰国国王王外）
4 Never offer to shake hands动握手
How should we address a guest if we do not know the name or title
知道客名字头衔前应该样称呼客
Should we shake a guest’s hand
应该动握客手？
WHAT STEPS
什步骤
HOW STANDARDS
做标准
TRAINING QUESTIONS
培训问题
5 If a guest initiates a handshake do so
果客动握手客握手
Summary questions
问题概述
1 How should we address our guests 应该样称呼客
2 What do we have to do when we do not have specific information 没专门信息时应该做协商够做什？
3 Should we always shake a guest’s hands应该动客握手
4 Which are the appropriate guest titles 客称呼？
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
