天天文档在线www.doc365.net联系qq:744421982STANDARDOPERATINGPROCEDURE标准操作程序ROOMINGAGUEST引导客人到房间TaskNumber:任务号:BUT-0008Department:部门:ButlerDateIssued:制定日期:August20052005年8月GuestExpectation:客人期望:Iexpectafriendly,efficientandunobtrusiveroomingexperience.IfIamaregular,Imaynotwantthiscourtesy.希望能友好、有效、不唐突地被引到房间,如果我是长客,不需要此项服务。TimetoTrain:培训时间:1hour1小时Whyisthistaskimportantforyouandourguests?为什么这项任务对你和我们的客人都很重要?Answers:回答:1.Icanensureasmoothcheckinexperience.确保客人顺利登记。2.Iamabletoprovidepersonalizedservice.提供个性化服务。3.Fulfillandexceedallexpectationsoftheguest.超前完成客人期望。4.IcanincreaseourGSTSscore.提升客人意愿调查系统的得分。5.Theguestwillfeelexpectedandwelcomed.客人感到被受到欢迎及期待。WHAT/STEPS什么/步骤HOW/STANDARDS怎样做/标准TRAININGQUESTIONS培训问题1)Greetingattheelevator在电梯处迎接客人GuestRelationsOfficerwillpresenttheButlerbynameandpasstheroomkeytotheButler.对客