最新酒店顾客到店行李处理标准操作(中英版)资料

酒店到店行李处理标准操作规程

GJEST DPECTATIO客人期望：

I expect my luggage to be sent to my room as soon as possible, and my luggage

to be carefully han dled.

我希望能把我的行李尽快送到我房间，希望我的行李能被妥善安置。

Why is this task importa nt for you and our guests?

为什么该职责对你和我们的客人都很重要？

An swers 回答:

1. We must provide a prompt and accurate luggage service to our

guests.我们必须向我们客人提供快捷无误的行李服务。

2. Safety is one of the most important issues to our guests; we

must make sure guests ' luggage ' s safety. 对于我们客人最重要的问

题之一就是安全性；我们必须确保客人行李的安全。

3. Increase guest satisfaction. 提高宾客满意度。

4. Demonstrate my professionalism. 展示我的职业水准。

Summary questions 问题小结：

1. Why do we n eed to in troduce the guest to the Front Desk Age nt? 为什么我们需要把客人介绍给前台接待？

2. Why does the hotel stron gly emphasis that luggage should not be

un atte nded? 为什么酒店要强调决不要忽视行李？

3. Where is luggage placed when delivering it to the guest room? Is there anything else which needs to be done other than delivering it at this stage?

当把行李送到客房时，应该把行李放在哪里？在这阶段，除了送行李外，还需要做些什么？

4. Which room facilities should we in troduce to the guest? 我们应该向客

人介绍哪些房间设施？

5. Whenleaving a guest room what additional assistanee may a guest want? 当我们离开客房时，客人可能需要什么额外的帮助？