洲际酒店客房中英文版SOP

洲际酒店客房（中英文版）SOPS T A N D A R DO P E R A T I N GP R O C E D U R E标 准 操 作 标 准PREPARATION FOR A GUEST’S ARRIVAL 为客人的到来做准备TASK NUMBER:任务号：BUT-0007 DEPARTMENT:部门：Butler DATE I SSUED:制定日期：August 2005 2005 年 8 月GUEST EXPECTATION:客人期望：When I arrive at the hotel, I expect my room to be ready and attention to be paid to my amenities and preferences. 当我到达酒店时，希望酒店能根据我的个人需求准备好房间。TIME TO TRAIN:培训时间：1 hour 1 小时Why is this task important for you and our guests 为什么这项任务对你和我们的客人都很重要Answers: 回答：1. I am able to ensure a smooth check in process, especially for return guests.按照程序进行检查， 特别是回头客的房间。2. This is a good chance to exceed the guest expectations.这是超前满足客人需求的好机会。3. The guest room should be prepared according to our guest wishes.按照客人要求准备客房。4. This is a chance to make our guest feel welcome and expected. 是一次机会让客人感到受到欢迎和期待。5. I am able to increase our GSTS score. 提升客人满意度调查系统的得分。WHAT/ STEPS 什么 / 步骤HOW/ STANDARDS 如何做 / 标准TRAINING QUESTIONS 培训问题1) Check arrival times Check one day prior to and in the morning of When should the arrival report be checked 查看到达时间arrival. Ensure that rooms have been blocked by the Room Administrator. 提前一天检查第二天早上要到达的客人，确保房间服务员已锁了房间。什么时候查看到达报告2) Check Guest History 查看客人档案Ensure that all of the guest wishes are followed up upon if the guest is a return guest. 如果客人是回头客， 确保对所有客人的要求进行追踪。Why do I have to check the Guest History 为什么需要检查客人档案。3) Follow up with Housekeeping 与客房部一起追踪Communicate arrival times and expected completion of room with HK. 传达到达时...