酒店接机服务标准操作(中英版).doc

该【酒店接机服务标准操作(中英版) 】是由【海洋里徜徉知识】上传分享，文档一共【7】页，该文档可以免费在线阅读，需要了解更多关于【酒店接机服务标准操作(中英版) 】的内容，可以使用淘豆网的站内搜索功能，选择自己适合的文档，以下文字是截取该文章内的部分文字，如需要获得完整电子版，请下载此文档到您的设备，方便您编辑和打印。精品文档就在这里-------------各类专业好文档,值得你下载,教育,管理,论文,制度,方案手册,应有尽有-------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------精品文档---------------------------------------------------------------------酒店接机服务标准操作规程GuestExpectation客人期望:,他会帮我安置行李并以一种快捷而礼貌的方式把我带进酒店接机车上。Whyisthistaskimportantforyouandourguests?为什么该任务对你和我们的客人都很重要? Answers回答:Savesmetime。为我节约时间。SinceIamthefirsthotelemployeemetbyourguest,Iwillleavethefirstveryimportantimpression。既然我是客人见到的第一位酒店员工,我要给客人留下很深的第一印象。。Iamabletoofferservicethatstartsattheverybeginningwiththeguest’—,—checkthehotelairportpick-upguestnamelisttoupdatetheconcerneddetails。精品文档就在这里-------------各类专业好文档,值得你下载,教育,管理,论文,制度,方案手册,应有尽有-------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------精品文档---------------------------------------------------------------------STEPS步骤How/Standards标准机场代表应该复查酒店接机客人姓名列表并更新相关信息。Beforeheleaveshotelfortheairport,theAirportRepresentativeshouldensurethathehasgottheairportpick-upsignageboard,printedguestnameandflightdetails,,机场代表应该确保他带上了接机牌,打印有客人姓名、航班信息及酒店移动电话。。机场代表应该在航班到达之前,提前15分钟到达机场。Meettheguestattheairport在机场接客人Uponarrivingattheairport,theAirportRepresentativemustrecheckandupdatetheflightdetailsonhispick—,机场代表须核查并在他的接机名单上更新航班信息。精品文档就在这里-------------各类专业好文档,值得你下载,教育,管理,论文,制度,方案手册,应有尽有-------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------精品文档---------------------------------------------------------------------STEPS步骤How/Standards标准Whentheflighthasarrived,theAirportRepresentativeshouldstandataneyecatchingplaceoutsidethearrivalexit,holdingthehotelsignageboardwiththeguest’snameandflightonit。当航班到达时,机场代表应该站在抵达出口的一个显眼的地方,,theAirportRepresentativewillfirstidentifytheguest,thengreethim/herandintroducehimselfinapoliteandprofessionalmanner,whileofferinghelp。当机场代表看到客人时,他首先要确认客人身份,然后一边向他/她表示问候并礼貌地、职业化地介绍自己,一边向客人提供帮助。Mr./Mrs……..;Mynameis…………。eyouto“Jiuzhaigou”。IamtheAirportrepresentative,letmehelpwithyourluggageandguideyoutotheLimousine”.……先生/女士;我叫……名字。欢迎你到“九寨沟”.我是机场代表,我来帮你安置行李并领你上车。3)Showguesttothelimousine把客人领上车Whileshowingtheguesttohis/herhotellimousine,-------------各类专业好文档,值得你下载,教育,管理,论文,制度,方案手册,应有尽有-------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------精品文档---------------------------------------------------------------------STEPS步骤How/Standards标准Asktheguestabouttheflightconvenience。当机场代表把客人领上车时,他/她应该主动与客人谈话。询问客人航程是否便利。InformtheguestabouthowlongitwilltaketogettotheHotel。。请考虑交通状况。4)Introducethedriver介绍司机TheAirportRepresentativeshouldintroducethelimousinedrivertotheguest。机场代表应该把轿车司机介绍给客人。Mr/Mrs…….。thisis…………yourDriver,hewilltakeyousafelytoourHotel。Openthecardoorfortheguest。……先生。这是……。你的司机。他将会把你安全地送到酒店。为客人开车门。Whentheguestisinthecar,offercoldtowelsinsummerandwarmtowelsinwinterandoffertheguestamineralwater。当客人进入轿车时,若是夏天,则向客人提供冷毛巾;若是冬天,-------------各类专业好文档,值得你下载,教育,管理,论文,制度,方案手册,应有尽有-------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------精品文档---------------------------------------------------------------------STEPS步骤How/Standards标准他要把他/……..mayIgiveyouthemusicmenuofwhichyoucanchooseyourdesiredmusic.……先生/女士。这里有可供你选择的音乐菜单,你现在要吗?WiththeDriver'shelp,theAirportRepresentativeshouldloadtheguestbaggageinthebootafterconfirmingthenumberofguestbags,,当确认好客人的包的数量后,机场代表应该把客人行李装进汽车后箱。并为客人开车门。5)Bidfarewell,informthehotel告别并通知酒店TheAirportRepresentativeshouldbidfarewelltotheguestandwishhim/。Afterthelimousinehaslefttheairport,theAirportRepresentativeshouldinformthehotelConciergebymobilephoneof:当轿车离开机场时,机场代表应该用手机告知礼宾部:Flightnumber航班号Guestname客人姓名Limousinelicenseplate轿车车牌精品文档就在这里-------------各类专业好文档,值得你下载,教育,管理,论文,制度,方案手册,应有尽有-------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------精品文档---------------------------------------------------------------------STEPS步骤How/Standards标准6)Helpwithlostluggage行李丢失援助Iftheguestlosthis/herbaggageattheairport,,。他应陪同客人到机场失物招领处办理相公手续。他必须告知礼宾部详细情况以便进一步帮助客人。Summaryquestions问题小结:WhatshouldtheAirportRepresentativebeequippedwithdaily?机场代表应该每天带上什么东西?HowshouldtheAirportRepresentativemeettheguestattheairportarrivalexit?在机场出口站,机场代表应该如何接待客人?Whyistheimpression,whichtheAirportRepresentativeleavessoimportant?为什么为什么机场代表要给客人留下的印象很重要?WhatdoIneedtodowhentheguestisinthecar?当客人进入轿车时,我要做些什么?精品文档就在这里-------------各类专业好文档,值得你下载,教育,管理,论文,制度,方案手册,应有尽有-------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------精品文档---------------------------------------------------------------------WhyshouldtheAirportRepresentativeinformtheConciergeoftheguest’slikelyarrivaltime?为什么机场代表应该告知礼宾部客人可能到达的时间?Howshouldlostluggagebehandled?如何处理丢失的行李?