饭店服务与管理教案：怎样打包整理客人的行李.doc

Standard: Butlers will provide Unpacking service upon arrival and Packing service prior to departure to Guests. Procedures: Upon Guests arrival Butlers will offer to unpack their luggage. Mr. Jones, Would you like me to unpack your luggage?” Although most guests will not require this service, if the request is made the Butler will provide an enthusiastic attitude to complete the service. The Butler will complete the service as earliest as possible depending on the time concerns and situation, however do not rush and all unpacking must be done properly as trained and meets the standard of St. Regis. Record all request in the daily Guest Needs and Preferences log sheet with accurate time, type of request, duration and time required to complete. Butlers must be knowledgeable with the steps of unpacking always-taking personal care of Guests personal items. You are required to be discreet and do not discuss subject of Guest personal items on other associates. Upon Guest checkout schedule contact Guest 2 hours before departure or what deemed appropriate, and ask if their require Packing Service. “Mr. Jones, Would you require any assistance in packing your luggage?” If Guest request packing, you will go to room and follow your training in packing his/her luggage in a professional manner. Log all requests in the Guest Preference sheet in order to ensure input in the Guest History for future stays. 标准： 专职管家要为到店客人提供打开行李的服务并优先为要离店的客人提供打包服务。 程序： 1. 当客人到店时，专职管家需要提供打开行李服务。 A. Jones 先生，您需要我为您打开行李吗？ 虽然大多数客人不需要此项服务，但如果有需要，专职管家要以热情的态度提供并完成任务。 根据时间允许和实际情况，专职管家要尽可能早的完成服务，然而不要匆匆忙忙，所有打开行李的服务都必须依照培训的方法来做，要符合瑞吉的标准。 在日常客人需求和喜好交班单上记录下所有要求的正确时间、要求类型、完成任务所需时间和所要求完成的时间。 专职管家必须有打开行李的步骤方面的知识，一贯小心对待客人的私人物品。您要必威体育官网网址不与其他员工谈论有关客人私人物品的话题。 根据客人要求退房的计划，在其离店前的2个小时或适当的时间，询问客人是否需要打包服务。 A. Jones 先生，您需要帮助打包行李吗？ 如客人需要打包服务，你要到客房根据你所受的培训以专业的态度帮他打包行李。 为了客人将来的再次入住，要在客人喜好单上记录下所有的要求，以便确认已在客人资料库内输入所有信息。 1