STANDARD OPERATING PROCEDURE
标准操作标准
PREPARATION FOR A GUEST’S ARRIVAL
客做准备
Task Number
务号：
BUT0007
Department
部门：
Butler
Date Issued
制定日期：
August 2005
2005年8月
Guest Expectation
客期：
When I arrive at the hotel I expect my room to be ready and attention to be paid to my amenities and preferences
达酒店时希酒店根需求准备房间
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 am able to ensure a smooth check in process especially for return guests程序进行检查特回头客房间
2 This is a good chance to exceed the guest expectations超前满足客需求机会
3 The guest room should be prepared according to our guest wishes客求准备客房
4 This is a chance to make our guest feel welcome and expected 次机会客感受欢迎期
5 I am able to increase our GSTS score 提升客满意度调查系统分
WHAT STEPS
HOW STANDARDS
TRAINING QUESTIONS
什步骤
做标准
培训问题
1) Check arrival times
查达时间
Check one day prior to and in the morning of arrival Ensure that rooms have been blocked by the Room Administrator
提前天检查第二天早达客确保房间服务员已锁房间
When should the arrival report be checked
什时候查达报告？
2) Check Guest History
查客档案
Ensure that all of the guest wishes are followed up upon if the guest is a return guest
果客回头客确保客求进行追踪
Why do I have to check the Guest History
什需检查客档案
3) Follow up with Housekeeping
客房部起追踪
Communicate arrival times and expected completion of room with HK
传达达时间客房部起完成客需求
4）Check the room
检查房间
All amenities in Club InterContinental rooms will be inspected by the Butler
家 应该检查洲际俱乐部房间物品
All VIP rooms will be inspected by the Head Butler additional Check the room according to the standard requirements of InterContinental Hotels
Any discrepancies are to be corrected in order to achieve that the room is ready for presentation before the guest arrives
家应该洲际酒店标准外检查重客房间
家客达前纠正存差异客准备房间
Ensure the following
项目进行确认：
Fruit Plate quality and presentation准备果盘质量
Flower quality and presentation准备鲜花质量
Welcome chocolatepastry amenity quality and presentation准备欢迎巧克力饼干质量
Welcome letter quality and presentation准备欢迎信质量
Gift for return guest quality and presentation回头客准备礼物质量
All of the guest’s special requirements are followed up upon 踪顾客特殊求
Which rooms need to be inspected by the Chief Butler
需检查房间
How should the rooms be checked
样检查房间
What needs to be checked in the rooms
检查房间时应方进行检查
Summary questions
问题概述：
1 Which rooms need to be prepared and checked by the Butler家应准备检查房间
2 Which steps need to be followed应步骤进行踪？
3 What is important about the communication with HK客房部联系时重什？
4 When should the room be prepared and ready for the guest arrival客达前什时候客准备房间？
5 What should be checked in the room 应房间物品进行检查？
6 Who should you contact if the room is not set up 果房间没布置应该谁联系
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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《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！
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STANDARD OPERATING PROCEDURE
标准操作标准
PREPARATION FOR A GUEST’S ARRIVAL
客做准备
Task Number
务号：
BUT0007
Department
部门：
Butler
Date Issued
制定日期：
August 2005
2005年8月
Guest Expectation
客期：
When I arrive at the hotel I expect my room to be ready and attention to be paid to my amenities and preferences
达酒店时希酒店根需求准备房间
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 am able to ensure a smooth check in process especially for return guests程序进行检查特回头客房间
2 This is a good chance to exceed the guest expectations超前满足客需求机会
3 The guest room should be prepared according to our guest wishes客求准备客房
4 This is a chance to make our guest feel welcome and expected 次机会客感受欢迎期
5 I am able to increase our GSTS score 提升客满意度调查系统分
WHAT STEPS
HOW STANDARDS
TRAINING QUESTIONS
什步骤
做标准
培训问题
1) Check arrival times
查达时间
Check one day prior to and in the morning of arrival Ensure that rooms have been blocked by the Room Administrator
提前天检查第二天早达客确保房间服务员已锁房间
When should the arrival report be checked
什时候查达报告？
2) Check Guest History
查客档案
Ensure that all of the guest wishes are followed up upon if the guest is a return guest
果客回头客确保客求进行追踪
Why do I have to check the Guest History
什需检查客档案
3) Follow up with Housekeeping
客房部起追踪
Communicate arrival times and expected completion of room with HK
传达达时间客房部起完成客需求
4）Check the room
检查房间
All amenities in Club InterContinental rooms will be inspected by the Butler
家 应该检查洲际俱乐部房间物品
All VIP rooms will be inspected by the Head Butler additional Check the room according to the standard requirements of InterContinental Hotels
Any discrepancies are to be corrected in order to achieve that the room is ready for presentation before the guest arrives
家应该洲际酒店标准外检查重客房间
家客达前纠正存差异客准备房间
Ensure the following
项目进行确认：
Fruit Plate quality and presentation准备果盘质量
Flower quality and presentation准备鲜花质量
Welcome chocolatepastry amenity quality and presentation准备欢迎巧克力饼干质量
Welcome letter quality and presentation准备欢迎信质量
Gift for return guest quality and presentation回头客准备礼物质量
All of the guest’s special requirements are followed up upon 踪顾客特殊求
Which rooms need to be inspected by the Chief Butler
需检查房间
How should the rooms be checked
样检查房间
What needs to be checked in the rooms
检查房间时应方进行检查
Summary questions
问题概述：
1 Which rooms need to be prepared and checked by the Butler家应准备检查房间
2 Which steps need to be followed应步骤进行踪？
3 What is important about the communication with HK客房部联系时重什？
4 When should the room be prepared and ready for the guest arrival客达前什时候客准备房间？
5 What should be checked in the room 应房间物品进行检查？
6 Who should you contact if the room is not set up 果房间没布置应该谁联系
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