饭店服务与管理教案：专职管家的大堂迎宾

b)To escort guests to the Reception Counter and introduce the GSA to guest:
“Mr. Smith, My colleague will check the reservation for you and we will provide you with an in room check in.”
f)在楼层或大堂向客人介绍楼层专职管家：
“Smith先生，这是您的楼层专职管家John，他将带您去房间并为您办理入住登记手续。希望您入住愉快！”
g)在介绍之后将房卡和宾客欢迎夹交给楼层专职管家。大堂专职管家迎宾员可以将钥匙夹合上表示该客人是首次入住，将钥匙夹展开表示该客人是回头客。基于两种不同的情况，楼层专职关家应据此问候客人：“Smith先生，欢迎来到我酒店。”（首次入住的客人）“Smith先生，欢迎回来。”（回头客）
2.Lobby Butler / Greeter shall provide every guests with warm smiling and greeting at all time.
3.Lobby Butler / Greeter shall be proactive and will approach all guests who are in the lobby to see if any assistance is required, such as giving hotel information and direction about all hotel outlets.
5.大堂专职管家/迎宾员在开始他/她的大堂工作事，应携带一下设备和报告：
酒店手机
当日的VIP预抵报告
当日的接机报告
6.大堂专职管家/迎宾员应及时注意那些抵店客人并据此协调房内入住登记程序的执行。
7.标准用语如下：
a)以热情的微笑问候客人：
“早上好/下午好/晚上好，欢迎来到上海瑞吉红塔大酒店。先生/小姐，请问您是来进行入住登记的吗？（如果是）我可以知道您的名字吗？”
h)如楼层专职管家因某种原因没有在楼层或大堂出现，大堂专职管家迎宾员应完成房内入住登记手续。
8.大堂专职管家迎宾员应精确而完整的记录下由他/她自己迎候或完成房内入住登记手续的抵店客人的姓名/房号。
9.大堂专职管家/迎宾员也应有接机的预抵客人特别注意。他/她应及时通知楼层管家预抵客人接机时间，协助确保客人按照我们的标准予以接待。
Two-way mobile phone
The day’s VIP Arrival Report
The day’s Airport Pick up Report
6.Lobby Butler / Greeter shall give immediate attention to those arrival guests and coordinate in room check in process accordingly.
10.It shall always be the 1stpriority task for all Floor Butlers to follow up with the arrival guests’ lobby/floor/in-room greeting based on the information provided by the Lobby Butler/Greeter.
4.The standard phrase for guest greeting can be:
“Good morning / afternoon / evening, welcome to the St. Regis Shanghai.
How may I assist you?”
5.Lobby Butler/Greeter shall have the following equipment and reports upon commencing his/her lobby duty:
“Mr. Smith, this is your Butler John, he will show you the way to your room and offer you in room check in. I Hope you have a nice stay with us!”
g)To hand over room key & the Welcome Folder to Floor Butler after introduction. Lobby Butler may close the key holder while handing it over to indicate the arrival guest is 1stvisit, and open the key holder to indicate the arrival guest is return guest. Based on these two different indications, the Floor Butler shall greet the guest accordingly: “Welcome to our hotel, Mr. Smith” (for 1sttime visitor), or “Welcome back, Mr. Smith” (For return guest).
程序：
1.至少有一名专职管家应被指定为大堂迎宾员，在他/她的工作时间内他/她的工作区域是大堂。
2.大堂专职管家迎宾员应随时以热情的微笑向客人致以问候。
3.大堂专职管家迎宾员应主动接近所有大堂里的客人，需要时提供酒店信息并引导客人去各部门。
4.问候客人的标准用语如下：
“早上好/下午好/晚上好，欢迎来到上海瑞吉红塔大酒店。我可以为您做什么吗？”
c)To obtain arrival guest’s room from GSA.
d)To inform Floor Butler where the guest’s room is located to be ready for Floor Greeting by using two-way mobile phone. Lobby Butler shall notify Floor Butler the following information:
h)To conduct in room check in if Floor Butler does not show up on the floor or for some reason.
8.Lobby Butler / Greeter shall make accurate and complete record of names/room numbers of arrival guests being greeted, or checked in by himself/herself.
Name of guest
Arrival Room number
Return guest or 1sttime visitor
e)To obtain room key from GSA and escort guest to the floor with the Welcome Folder.
f)To introduce Floor Butler to the guest:
9.Lobby Butler / Greeter shall also pay special attention to those arrival guests with airport pick up. He/she shall keep Floor Butler updated with accurate arrival time of the transportation and serves as backup to ensure guests are received and greeted as per our standard.
Standard:
Lobby Butler shall make himself presented at the lobby during regulated hours of the day to provide greetings to all and coordinate Floor Butler’s in-room check-in service for all arrival guests.
7.The standard procedure is as followings:
a)To greet the arrival guests with warm smiling:
“Good morning / afternoon / evening, Welcome to the St. Regis Shanghai. Are you checking in Sir/Madam? (If yes), May I have your name please?”
10.对于首次到达的客人，楼层专职管家一定要跟据大堂专职管家迎宾员给予的信息进行大堂/楼层/客房内的问候。
b)引领客人至前台将其介绍给前台接待：
“Smith先生，我的同事将核对您的预定并为您提供客房内入住登记服务。”
c)从前台接待处得到抵达客人的房号。
d)用手机告知相应楼层专职管家客人房号，以准备楼层迎候后或大堂迎候。大堂专职管家迎宾员应告知楼层专职管家以下信息：
客人ቤተ መጻሕፍቲ ባይዱ名
到达客人房号
回头客或首次入住
e)从前台接待处得到客人房卡，引领客人至楼层。
标准：
大堂专职管家应在每天指定时间出现在大堂，向所有的客人致以问候，并联系楼层专职管家，为所有到达客人提供房内入住登记服务。