1、HILTON CHONGQINGSTANDARD OPERATION PROCEDUREDEPARTMENT: HousekeepingJOB TITLE: ButlerTASK NO: Butler 029TASK: How to assist guest with luggage / package EQUIPMENT REQUIRED: WHAT TO DO HOW TO DOWHY1.Help guest with luggage or package2.Go back to your working areaIf you see a guest carrying luggage or
2、 a parcel on the floor corridor, stop your work to help guest with luggage or parcel.Politely greet guest and ask him / her, “Ni Hao, May I help you?”If the guest agrees, ask for the room number and help guest to the room with luggage.If guest is going to the elevator, assist guest with luggage in t
3、o the elevator. If guest is going to his room place the luggage where the guest requests.Ask guest whether he/she needs other help.Close the guest door after saying good bye to the guest.Continue with your assigned work.Have the good insight to help guest so as to show our care and sincerity to him
4、/ her.Provide polite service so as to give the guest a deep impression.Make sure to close the door before going to escort or help the guest for their luggage, for security reason.If guest ask for other help, provide timely service in order to meet his/her expectation.PREPARED BY: Kevin LeesAPPROVED
5、BY: Peter Forsyth DESIGNATIONExecutive HousekeeperSIGNATURE/DATEDESIGNATIONGeneral ManagerSIGNATURE/DATE重庆希尔顿标准操作程序部门：客房部 职位：行政楼层服务员任务号：行政楼层029 任务：帮客人拿行李装备要求： 做什么 怎么做 为什么1.帮客人拿行李2.回到自己的工作区域若看见客人在过道中拿着行李应该停下手中的工作上前帮忙礼貌地问好并询问：“您好，可以帮您吗？”如果客人同意，询问其房间号码并协助其将行李送到房间如果客人要乘电梯，帮助客人将行李送到电梯处如果客人是到房间，将行李放在客人指定的地方询问客人还有什么需要向客人道别后关上房门回到自己原来的工作中帮助客人和良好观察力向其显示了我们为其服务的热诚礼貌的服务给客人留下美好的印象为了安全起见，帮助客人送行李之前要把门关上若客人还有其它需要，及时为其提供服务以满足客人的需要准备者：凯文.李兹 批准人：彼得.福赛斯 指示 签名/日期 指示 签名/日期客房部行政管家 总经理Page 2 of 2
