洲际酒店礼宾部标准运营程序

S T A N D A R D O P E R A T I N G P R O C E D U R E

标准运营程序

DOORMAN - GUEST ARRIVAL 门童－客人到达

T ASK N UMBER

题目编号:

CON-0001

D EPARTMENT 部门：Concierge 礼宾部

D AT

E I SSUED 颁布日期：May 2008

二零零八年五月

G UEST E XPECTATION 客人期望:I expect that I get a warm welcome from the first point of contact with the hotel which is often the Doorman. The Doorman should open my car door and help me unload my luggage. He should also open the Hotel Door.

我期望第一时间酒店的门童可以过来欢迎我，替我打开车门并帮我拿行李，他也要把酒店的大门打开。

T IME TO T RAIN 培训时长:30 minutes 三十分钟

Why is this task important for you and our guests?

为什么这个培训对你和我们的客人都非常重要？

Answers

回答:

1.We must welcome every one of our guests.

我们必须对每一位客人都表示欢迎。

2.The first impression is the most important experience to our guests.

第一印象对我们的客人非常重要。

3.Demonstrate my professionalism.

展示我们的专业性。

4.Increase the GSTS score.

提高“宾客满意度调查”分数。

Summary questions

问题摘要:

1.Which door should we open first when passengers are seated in the front and back?

当前排和后排都有乘客时，我们应该首先打开哪一门?

2.a) What is particularly important about the Doorman’s body language?

门童的肢体语言有什么独特的？

b) What qualities should a Doorman possess (alertness, appropriateness)?

一个门童应有些什么特性(机灵的,得体的)？

c) What specifically do you say when verifying numbers of luggage?

当确认行李数量时你要说什么？

3.a) What is issued to the guest who requests car parking?

如果客人要求停车，应该给客人提供什么？

b) Are cars locked after being parked?

汽车在停好后需要锁吗？

4.What is “auto route” information and who is it issued to?

什么是道路信息还有是谁告知客人的？

Now ask the Trainee to practice the whole task from start to end to test competency. 现在开始对员工进行该题目的整体练习并测试员工的接受能力

S T A N D A R D O P E R A T I N G P R O C E D U R E

标准运营程序

DOORMAN – GUEST DEPARTURE 门童–客人离店

T ASK N UMBER

题目编号:

CON-0002

D EPARTMENT 部门：Concierge 礼宾部

D AT

E I SSUED 颁布日期：May 2008

二零零八年五月

Why is this task important for you and our guests?

为什么这个任务对于你和我们的客人如此重要？Answers

回答：

5.We must bid farewell to every one of our guests.

我们必须要与每一位客人告别。

6.The Guests last impression is very important.

最后印象对客人也很重要。

7.Increase our guest satisfaction.

增加客人的满意度。

8.Demonstrate my professionalism.

Summary questions

问题摘要：

1.What role does the Doorman play on a guest departure?

门童在客人离开前扮演的是什么角色？

2.What is the procedure for calling a taxi?

叫出租车的程序是什么？

3.Why do we need to verify the luggage with the guest?

为什么我们需要与客人核对行李？

4.What do you say when opening the door for the guest?

当为客人开车门的时候你说什么？

5.Where are taxi cards obtained from and who are they given to?

怎样填写酒店卡片并且需要提供给哪些客人？

Now ask the Trainee to practice the whole task from start to end to test competency.现在开始对员工进行该题目的整体练习并测试员工的接受能力