饭店服务与管理：介绍客房教案.doc

Standard: To professionally and courteously introduce the Guest Room to the Arriving Guest. To provide necessary information to Guest in order to make the guest feel comfortable and relaxed. To be proactive in offering Butler Service. 标准： 以专业而有礼的态度向抵店客人介绍客房。提供必要的信息使客人感到舒适和放松。注重介绍专职管家服务。 Procedures: Upon escorting guest on the floor, Butler shall point out Fire Emergency Exit on both side of corridor for guest. Upon arriving the guest room, Butler shall introduce how to use room key card to guest if he/she wishes (Mainly for the 1st arrival guests): “Mr Smith, May I show you how to use your room key card?” If yes, the standard description shall be: “Please insert your key card from the bottom upwards, when you see the green light on, you may open the door.” The following facilities in the Guest Rooms needs to be informed to Guests upon their arrival: Air Condition/Heater Controls DND/Makeup room light switch Safe Deposit Lobby Safe location Personal Bar Television and Remote Control Location Coffee/tea making facility Bathroom with feature of rainforest shower head BOSE radio wave CD player Broadband Data Port for high speed Internet access Butler Service Brochure with Guest Preference Slip Telephone and Butler Service Button Explanation of above will occur at the Guest request depending on time restraints. “Mr. Jones, May I take a few of your minutes time to introduce some of features and facilities of your room?” When explaining about the above facilities the standard phrase can be as followings: Your in room safety box is located here. It functions with 4-digit password, self-programmed, very convenient to use. May I show you how to use it? This is a Make-up Room Do Not Disturb lights switch. Please do not switch on both lights at the same time because it will only show Do Not Disturb light from outside. This is Air-con Control Panel. You may adjust your room temperature with the switch here. Is your room temperature comfortable to you now? Your TV