1、Task–FitLuggageUponCheckOutPage1of5標(biāo)準(zhǔn)操作程序標(biāo)準(zhǔn)操作程序StardOperatingProcedure公司名稱：XX酒店管理公司Company:XXHotelManagementLimited編號(hào)：ReferenceNo.FOCON14部門：前廳部—禮賓部Department:FrontOfficeDepartment—Concierge日期Date2010年11月8日標(biāo)題：團(tuán)隊(duì)入住行李處理程序Ti

2、tle:GroupLuggageCheckIn頁(yè)P(yáng)age第1頁(yè)共1頁(yè)P(yáng)age1Of1Whyisthistaskimptantfyouourguests為什么這個(gè)任務(wù)對(duì)你和你的客人非常重要？為什么這個(gè)任務(wù)對(duì)你和你的客人非常重要？Answers回答:1.Wemustprovideapromptaccurateluggageservicetoourguests.我們必須給客人提供及時(shí)，準(zhǔn)確地行李服務(wù)。2.Safetyisoneofthemos

3、timptantissuestoourguestswemustmakesureguests’luggage’ssafety.對(duì)客人來(lái)說(shuō)安全至關(guān)重要，我們必須保證客人行李的安全。3.Increaseguestsatisfaction.提升客人的滿意度。4.Demonstratemyprofessionalism.展示我們的專業(yè)水準(zhǔn)。WHATSTEPS工作步驟工作步驟HOWSTARDS怎么做怎么做工作標(biāo)準(zhǔn)工作標(biāo)準(zhǔn)TrainingQuesti

4、on&Howwetalk提問(wèn)和話述問(wèn)和話述1)Grouparrival團(tuán)隊(duì)到達(dá)WhengrouparrivesatthehoteltheDomanshoulddirectthecoachtothesideentrancesoWhydoweneedtodirectthecoach為什么我們要主動(dòng)引導(dǎo)團(tuán)隊(duì)大巴？Task–FitLuggageUponCheckOutPage3of5WHATSTEPS工作步驟工作步驟HOWSTARDS怎么做怎么

5、做工作標(biāo)準(zhǔn)工作標(biāo)準(zhǔn)TrainingQuestion&Howwetalk提問(wèn)和話述問(wèn)和話述designatedarea.團(tuán)隊(duì)行李擺放在酒店大堂指定區(qū)域。Toensurethesafetyofluggageisourtopconcern.為保證行李安全。Theconciergeshiftleadermustconfirmthenumberofluggageitemswiththetourleaderdriver，askthemtosigno

6、ntherecd.禮賓部主管必須和團(tuán)隊(duì)大巴司機(jī)和團(tuán)隊(duì)領(lǐng)隊(duì)在行李到店后確認(rèn)行李數(shù)量并簽字確認(rèn)。Whydoweneedtoconfirmthenumberofluggagewiththetourleaderdriver為什么禮賓部主管必須和團(tuán)隊(duì)大巴司機(jī)和團(tuán)隊(duì)領(lǐng)隊(duì)確認(rèn)行李數(shù)量。3)Tagluggage給團(tuán)隊(duì)行李掛行李牌Bellmenshouldhaveagrouproominglistluggagetagsapen.行李員應(yīng)準(zhǔn)備團(tuán)隊(duì)房間安排表

7、，行李牌和筆。UsingtheroominglisttheBellmenwillapplytagsmarkedwiththeappropriateroomnumbertotheluggage.對(duì)照客人行李箱上的名牌，行李員根據(jù)分房表在行李牌上寫相應(yīng)的房間號(hào)碼.Whatdoweneedtohelpustagtheluggage我們?cè)賻蛨F(tuán)隊(duì)行李掛上行李牌時(shí)要準(zhǔn)備些什么4)Deliverluggage運(yùn)送行李Luggageisloadedon