带房程序.docx

带房程序主题:带房程序参考号：XX-XX-006Subject:ProcessofroomshowingRef：XX-XX-006目的OBJECTIVE规范带房程序，以便客人能体现星级酒店的服务，同时，鼓励行李生利用每个对客机会来促销酒店Regularizeprocessofroomshowingtopresenthotel'swonderfulservice,meanwhileencourageluggagemantouseeverychancetohavepromotionforhotel.流程PROCEDURES1 .向抵店的客人主动开启大门，微笑点头表示欢迎。Opendoorfortheguests,smileandwelcomethem.2 .如遇客人有行李，应主动上前帮助客人搬卸行李，并告知卸下之行李的数量。如遇行李件数多，应利用行李车辅助，礼貌地询问客人姓名(如能从客人的行李名牌上知道更好)。Helpguestswiththeirluggagesandtellthemtheirluggageamount.Iftherearemanyluggages,useluggagecarttocarryandaskguestsfortheirnames(itisbettertoknowtheirnamesfromtheirluggagenameplate).3 .行李员无论是从车上接到行李还是从门僮手中接过行李都要马上与客人一起清点行李件数，检查行李有无破损，并记住客人所乘车辆的车牌号码。Luggagemanshouldcheckluggagenumberwithguestsandcheckifthereisanydamageandwritedownguests'carnumber.4 .如遇行李由门僮帮客人将行李从车上卸下，可能行李未卸完，客人已进入大厅到接待处登记，则行李生向门僮问清行李所属客人的特征，然后搬运行李到接待处，向客人核实行李数(若有差错，即可根据记下的车牌号码、所属公司、特征等迅速为客人找回行李)。Ifguestgoestocheckininthelobbywhenluggagemanisstillunloadinghisluggage,luggagemanshouldaskdoormanfortheguest'sluggageinformation,thencarrythemtothereceptionplace,checkluggagewiththeguest(ifthereisanymistake,writedowncarnumber,companyname,characteristics,etc.tohelpguestgethisluggage).5 .以正确的姿势站立于客人右后方1.5米处，替客人看管行李(行李必须放在自己与客人之间及伸手范围内)随时听从客人吩咐并注意接待员的暗示等。如需要用行李车时，耍把整车行李放在礼宾部柜台旁边靠墙处，行李生则站在客人身右后方1.5米处。Standontherightbehindtheguestwith1.5metersdistance,keepeyesonguests'luggage(luggageshouldbeputattheplacebetweenguestandluggagemanwithinreach)andwaitfortheguest'sorder.Ifluggagcmanneedstouseluggagecart,heshouldputtheluggagecartwithallluggageonclosetothewallofconciergecounter.Luggagemanshouldstandontherightbehindtheguestwith1.5meters'distance.6 .待客人办妥手续后，应主动上前向客人或接待员问取房间钥匙，确认房号正确后，提上行李，引领客人到房间。Afterguestchecksin,gotoaskguestorreceptionistforroomkey,confirmthermnumber,carryguest'sluggageandguideguesttohisroom.a）接待客人要主动，并询问客人是否第一次入住。同时，借此介绍酒店设施及推广活动。Beactivetowardsguest,askhimifitishisfirsttimetostayinthishotel.Meanwhileintroducethishotel'sinfrastructureandpromotionactivities.b）若客人因事需先到别处，行李生要先把行李送上房间，此时行李生要以看到的客人房间号码为准。Ifguestdoesn'tgotohisroomwithluggageman,luggagemanshouldsendluggagetotheguest'sroomaccordingtohisroomnumber.c）如遇前台接待员或宾客服务经理等带客人上房，行李员在核实行李件数后，可乘搭行李专梯将客人行李运上房间。Ifthereceptionistoffrontdeskorcustermerservicemanagerguidesguesttohisroom,luggagemancansendguest'sluggagebyluggagedeliveryelevatorafterluggagechecking.7 .乘搭电梯时，先将一只手按住电梯门，请客人先入电梯，进电梯后应靠近电梯按钮站立，以便于操纵电梯。出电梯时，让客人先出，然后自己携带行李出电梯，后继续在前方引导客人到房间。如行李过多过重时，护送客人到电梯后，向客人解释，请客人先到房间，把房间钥匙交回客人，在推车搭行李专用电梯上房间。Whengettingintheelevator,punchthedoor,letguestgetinfirst,thengetinandstandbythebottonplacetooperatetheelevator.Whengettingoutoftheelevator,letguestgetoutfirst,thencarryluggagetogetoutoftheelevator,guideguesttohisroom.Iftherearemanyluggage,attheelevatorentryplace,explaintoguestthathegoestotheroomfirst,andgivehimthekey,thensendluggagetoguest,sroombyspecialluggageelevator.8 .进入房间前，先插入电子钥匙（此时房间大部分灯亮），请客人先进入房间。Afteropeningthedoor,putroomkeyintheplug（mostofthelightswillbeonimmediately）,letguestgetinfirst.a）开门后，如发现房内有其他客人的行李、杂物或房间未搞卫生，应立即退出，并向客人解释清楚，再向楼层服务台和前台接待处联系，完成换房后把结果通知前厅接待员。Ifluggagemanfindsoutotherpeople'sluggageortheroomisnotclean,leavetheroomimmediately,andexplainthesituationtoguest,thencontactservicecounterofthefloorandfrontsedk,changeroomandtellfrontdeskafterwards.b）客人入房间后对房间不满意要求更换房间时，行李员应立即与接待处联系，完成换房工作后，再次通知前台接待员。Ifguestrequirestochangeroomafterenteringtheroomhegets,luggagemanshouldcontactreceptionimmediatelytochange,tellthereceptionistinthefrontdeskthen.10.随客人进入房间后，将行李放在行李架或按客人吩咐将行李放好。Putluggageontheluggagestandortheplaceguestwantstoafterenteringtheroom.H.向客人介绍房间设施和各种设施的使用方法（如客人以前曾住过本酒店，就不必介绍了）。次序：开窗帘、房间的座向、茶水、冰柜的位置、服务指南、收音机、电视机开关的位置、空调控制、衣柜和洗手间。Introducetheusingmethodsofinfrastructuresintheroom（iftheguesthasstayedinthishotelbefore,itisnotnecessarytointroduce）.Order:openthecurtain,drinkcontainer,freezer,serviceguidance,radio,removablecontrollerfortvandconditioners,closet,andbathroom.12 .房间介绍完后，征求客人是否还有其他吩咐。在客人无其它要求时，即向客人道谢，迅速离开，将房门轻轻拉上。Askguestifhehasanyotherrequestsafterroomintroduction.Iftheguestdoesn'thaveanyotherrequests,saygoodbyetohim,andleaveimeediatelywithclosingthedoorquietly.13 .做完每一个散客的行李进店（包括原已住下需帮忙搬运物品上房间的客人），应迅速走员工通道返回礼宾部柜台。立即在散客入住登记表上逐项登记清楚。Aftersendingluggagesfortheguests,gobacktotheconciergecounterthroughemployeepath.Fillintheformofguestregisteration.14 .在接到通知要为某客人转房时，先在人员去向表上记下出发时间和转房房号，然后推行李车上楼层为客人转房。提醒客人带齐行李物品（如客人不在就与楼层领班一起检查清楚有无遗留在房间里）。帮客人换上新开的房间钥匙和住房卡。Withtheannouncementofchangingroomforguest,writedowntimeandnewroomnumberontheroomchangingform,andgotochangeroomforguest.Remindtheguesttobringallhisluggage（Ifguestisnotintheroom,checkifthere,sanythingleftintheroomwithfloorcaptain）.Giveguestthenewroomkey.