1、命 IntercontinentalJiuzhai Complex九寨飯店集群lask Number:序號(hào)：FO-CON0009Dep artment: 部門：Con cierge禮賓部W hot 心 G5FStan dard Op erat ing ProcedureDate Issued: 發(fā)行日：01/2007標(biāo)準(zhǔn)操作規(guī)程Time To Train:培訓(xùn)時(shí)間：30 minutes30分鐘Lost luggage行李丟失App roved By: 批準(zhǔn)人：DOR 房務(wù)總監(jiān)Page 頁碼 1/4G UEST Expectation 客人期望 :Whe n luggage does n t a

2、rrive on my flight, I expect hotel staff to help me to con tact the air port and find out where my luggage is. I n eed sp ecial assista nee whe n I am in a foreig n coun try.如果下飛機(jī)時(shí)我的行李還沒有到，我希望酒店員工幫我聯(lián)系機(jī)場(chǎng)并找到我的行李。在異國(guó)他鄉(xiāng) 時(shí)，我需要特別的幫助。Why is this task imp orta nt for you and our guests?為什么該任務(wù)對(duì)你和我們的客人都很重要？An

3、 swers1.2.3.回答：We must p rovide a prompt and accurate luggage service to our guests.我們必須向客人提供快捷無誤的行李服務(wù)。In crease guest satisfact ion提高客人滿意度。Demon strate my pro fessi on alism.展示我的職業(yè)道德。STEPS步驟How /Sta ndards標(biāo)準(zhǔn)Trai ning Questi on培訓(xùn)的問題1) Receiv ing request 接 到請(qǐng)求Receive guest request to find more in for

4、matio n about lost luggage.接到客人請(qǐng)求，尋求更 多行李丟失信息。Why do I must show emp athy?為什么我須表示同情？Task -Lost LuggagePage 5 of 4The Con cierge must show emp athy and offer assista nee. 賓部須表示同情，并提供幫助。2) Get all in formatio n獲取一切信息Obta in all the guest details such as the guests n ame, deseri pti on of the luggage,

5、airli ne n ame, arrival flight nu mber and originating city.獲取與客人相關(guān)What kind of in formati on do I n eed to get from guest? 我要從 客人處獲取什么信息？命 IntercontinentalJiuzhai Complex九寨飯店集群lask Number:序號(hào)：FO-CON0009Dep artment: 部門：Con cierge禮賓部W HOTELS GROUPStan dard Op erat ing ProcedureDate Issued: 發(fā)行日：01/2007

6、標(biāo)準(zhǔn)操作規(guī)程Time To Train:培訓(xùn)時(shí)間：30 minutes30分鐘Lost luggage行李丟失App roved By: 批準(zhǔn)人：DOR 房務(wù)總監(jiān)Page 頁碼 2/4STEPS步驟How /Sta ndards標(biāo)準(zhǔn)Trai ning Questi on培訓(xùn)的問題的詳細(xì)信息，諸如客人姓名，行 李描述，航空公司名稱，到達(dá)航 班號(hào)，及起始城市。Kin dly inform the guest that we are going to check with the Airli ne and get back to him/her as soon as we can. 請(qǐng)告知客 人，我

7、們要去航空公司做核實(shí)， 盡快回來回復(fù)他/她。Follow up with the air port on guest ' s behalf.表客人去跟進(jìn)航 空公司。3) Offer extra service 提 供額外服務(wù)Call the GSA to i nform which guest has lost luggage and what has bee n lost. 通知前臺(tái)服務(wù)員 是哪位客人的行李已丟失及丟失 了什么東西。Why do I n eed to in form the GSA?為什么要通知前臺(tái)服務(wù)員？Ask Housekee ping to deliver ex

8、tra bathroom ame nities such as, razor, shav ing cream, tooth paste, toothbrush and hotel T-shirt and shorts. 讓客房準(zhǔn)備額 外的浴室用品，諸如，剔須刀， 剔須膏，牙膏，牙刷，及酒店體 恤及短褲。Offer clothes clea nin g.提供洗衣Why Housekee ping should deliver extra ame nities?為什么客房部應(yīng)該準(zhǔn)備額外用 品？Why do we offer clothes clea ning to the guest?為什么我們要

9、為客人提供洗衣服命 IntercontinentalJiuzhai Complex九寨飯店集群lask Number:序號(hào)：FO-CON0009Dep artment: 部門：Con cierge禮賓部W MOTELS G5FStan dard Op erat ing ProcedureDate Issued: 發(fā)行日：01/2007標(biāo)準(zhǔn)操作規(guī)程Time To Train:培訓(xùn)時(shí)間：30 minutes30分鐘Lost luggage行李丟失App roved By: 批準(zhǔn)人：DOR 房務(wù)總監(jiān)Page 頁碼 3/4STEPS步驟How /Sta ndards標(biāo)準(zhǔn)Trai ning Questi

10、 on培訓(xùn)的問題服務(wù)。Clothes clea ning services are offered to every guest whose luggage is lost.向行李丟失的客 人提供洗衣服務(wù)。務(wù)？4) Keep follow ing up 繼 續(xù)跟進(jìn)Make a note in the Logbook. 在 日志上做記錄。Why is the follow up so imp Orta nt?為什么做跟進(jìn)如此重要?Keep followi ng up with air port to find out the luggage curre nt status.繼續(xù)跟進(jìn)機(jī)場(chǎng)，弄清當(dāng)前

11、 行李狀況。Brief all in formation to the GSA.把所有信息報(bào)給前臺(tái)服務(wù)員。Why do I n eed to kee p guest up dated about the p rogress? 為什么我要及時(shí)告知客人進(jìn)展?fàn)?況？Keep guest up dated about the progress.及時(shí)通知客人進(jìn)展?fàn)?況。5) Deliver the luggage 交付行李Whe n the airli ne delivers the luggage, contact guest first. 當(dāng) 航空公司交付行李時(shí)，要首先聯(lián) 系客人。Sometimes

12、 the guest does not want the luggage delivered right away.有時(shí)客人不想讓行李立刻Why do I n eed to con tact guest first?為什么我要首先聯(lián)系客人？Why does the guest not want the luggage delivery to his/her room right away?命 IntercontinentalJiuzhai Complex九寨飯店集群lask Number:序號(hào)：FO-CON0009Dep artment: 部門：Con cierge禮賓部W MOTELS G5

13、FStan dard Op erat ing ProcedureDate Issued: 發(fā)行日：01/2007標(biāo)準(zhǔn)操作規(guī)程Time To Train:培訓(xùn)時(shí)間：30 minutes30分鐘Lost luggage行李丟失App roved By: 批準(zhǔn)人：DOR 房務(wù)總監(jiān)Page 頁碼 4/4STEPS步驟How /Sta ndards標(biāo)準(zhǔn)Trai ning Question培訓(xùn)的問題送回。Send the luggage to the hotel by the first shuttle bus or by taxi if guest request.如果客人有要求的 話，用最近的機(jī)場(chǎng)班車

14、或出租車 把行李送到酒店。為什么客人不想讓行李立刻送到 他/她的房間？1. What must I do to show emp athy? Why is this so imp orta nt?做？為什么這很重要？2. What kind of in formati on do I n eed to obta in from the guest?息？3. a) Why do I n eed to inform the GSA and what in formatio n do I p ass on to them?要通知前臺(tái)服務(wù)員并向他們傳遞什么信息？為表現(xiàn)出同情，我應(yīng)該怎么我需從客人那里獲

15、取什么信為什么我Summary questions問題小結(jié)：b) Why does Housekee ping n eed to deliver extra ame nities? What might those ame nities be?為什么客房部要準(zhǔn)備額外用品？須準(zhǔn)備哪些用品？4. Why do I n eed to kee p the guest up dated about the p rogress? Should I still kee p himin formed eve n if I have n theard back from the Airport?為什么我們要告知客人進(jìn)展情況？如果我沒得到從機(jī)場(chǎng)來的消