发布时间 : 星期六 文章洲际酒店礼宾部标准运营程序更新完毕开始阅读
WHAT/STEPS步骤 4) Introduce the driver 介绍司机 HOW/ STANDARDS怎样做/标准 The Airport Representative should introduce the limousine driver to the guest. 机场代表应把司机介绍给客人。 Mr. / Mrs.…….. This is ………… your Driver, he will take you safely to our Hotel. Open the car door for the guest. 先生/小姐XXX这是XXXX您的司机，他将安全的把您送到酒店。 When the guest is in the car, offer cold towels in summer and warm towels in winter and offer the guest a drink selection. 客人在轿车里面时，夏季提供凉毛巾，冬季提供热毛巾并给客人提供饮品。 He will inform the guest as about the music menu he/she can choose by saying. 给客人音乐目录让客人选择喜欢的。 Mr. / Mrs.…….. May I give you the music menu of which you can choose your desired music? 先生/小姐XXXXX您可以选择您想听的歌曲。 With the Driver’s help, the Airport Representative should load the guest baggage in the boot after confirming the number of guest bags, and open the car door for the guest.
TRAINING QUESTIONS问题 DRILL LANGUAGE/BODY LANGUAGE 使用肢体语言 DRILL LANGUAGE/BODY LANGUAGE 使用肢体语言 Doorman – Guest Arrival
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WHAT/STEPS步骤 HOW/ STANDARDS怎样做/标准 司机跟机场代表一起把客人的行李从后备箱取出后为客人开门并和客人确定行李件数。 The Airport Representative should bid farewell to the guest and wish him/her a good stay with us. 机场代表应与客人辞别并祝愿客人入住愉快。 After the limousine has left the airport, the Airport Representative should inform the hotel Concierge by mobile phone of: 在轿车离开之后，机场代表应用酒店的手机通知酒店已接到客人。 1. Flight number 航班号 2. Guest name 客人名字 3. Limousine license plate 轿车的牌照号 If the guest lost his/her baggage at the airport, our hotel Airport Representative has to do his best to assist the guest. 如果客人在机场丢失自己的行李，我们酒店机场代表提供给客人最好的帮助。 He should escort the guest to the Airport Lost
TRAINING QUESTIONS问题 5) Bid farewell, inform the hotel 通知酒店，并与客人辞别 Why should the Airport Representative call the hotel concierge after the guest has left the airport? 为什么机场代表要在接到客人离开机场后通知酒店呢？ 6) Help with lost luggage 帮助找丢失的行李 Who at the airport should our representative contact if a guest has lost baggage? 如果客人行李丢失我们的代表应去与谁联系？ Why should the Concierge be informed of Page 38 of 41
Doorman – Guest Arrival
WHAT/STEPS步骤 HOW/ STANDARDS怎样做/标准 and Found Counter for relevant procedures. He must inform Concierge of the details for offering further help to the guest. 他应引领客人去机场丢失处并办理相关的手续，机场代表要通知酒店的礼宾部为客人准备好替换的物品。 The area of work at the Airport is the arrival zone. Lunch can be taken in……………… 工作的区域在机场出口处。吃午餐可以在那里吃。 TRAINING QUESTIONS问题 the guest’s lost baggage? 接到客人丢失行李的通知后要做什么？ 7) Area of work 工作区域 Why can I not move to another place of my convenience? 为什么我们不能去别的区域呢？ Summary questions 问题摘要：
1. What should the Airport Representative be equipped with daily? 机场代表每天应该准备什么？
2. How should the Airport Representative meet the guest at the airport arrival exit? 机场代表在机场出口处见到客人应怎么做？
3. Why is the impression, which the Airport Representative leaves so important? 机场代表留给客人的印象为什么很重要？ 4. What do I need to do when the guest is in the car? 当客人在轿车里时我们要做什么？
5. Why should the Airport Representative inform the Concierge of the guest’s likely arrival time? 为什么机场代表要通知酒店客人几点会到达酒店？ 6. How should lost luggage be handled? 怎样帮助客人找丢失的行李？
Doorman – Guest Arrival
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7. What is my area of work at the Airport? Why can I not leave this area? 在机场我们的工作区域哪里？ 为什么我们不能离开这个区域？
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
Doorman – Guest Arrival
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