1、-房务部标准操作程序希尔顿酒店INDEX Butler 01. Answer an internal call 应答内部电话 Butler02. Answer an external call 应答外部电话 Butler03. Making an internal call 拔打内部电话 Butler04. Making an external call 拔打外部电话 Butler05. Checking the logbook 检查工作记录本 Butler06. How to handling guest complaint 如何处理客人投诉 Butler07. Guest belongs
2、care & handling 关注客人的行李 Butler08. How to escort guest and sent a guest at the table how to do 如何为客人引位 Butler09. How to serve food to the guest 如何为客人提供食品服务 Butler10. How to serve the drink to the guest 如何为客人提供饮料服务 Butler11. Housekeeping terminology 客房部术语 Butler12. Baby sitter service 保姆服务 Butler13. L
3、ost and found procedure 失物招领 Butler14. Guest laundry packing 客衣打包 Butler15. How to handle guest laundry express and pressing service 如何处理客衣加快服务和熨烫服务 Butler16. Guest laundry delivering 送洗衣 Butler17. D.N.D room guest laundry service 请勿打扰房洗衣服务 Butler18. Guest room amenity & supplies set up 客房用品的摆放 Butl
4、er19. Guest welcome tea service 欢迎茶服务 Butler20. Room “no not disturb” procedure 请勿打扰房的服务程序 Butler21. Clean room procedure 房间清洁程序 Butler22. How to clean the bath room floor 如何清洁卫生间地板 Butler23. How to make up bed 怎样做床 Butler24. How to clean glasses 清洁玻杯 Butler25. How to vacuum the carpet 地毯吸尘 Butler26
5、. Guest shoe shine service 擦鞋服务 Butler27. Extra bed and baby cot procedure 加床和婴儿床服务程序 Butler28. Guest laundry pick up during room check 洗衣收取 Butler29. How to assist guest with luggage / package 帮客人拿行李 Butler30. Mini bar daily replenishment 迷你吧耗用情况检查 Butler31. How to handle “open door” request 如何处理“开
6、门”的要求 Butler32. Turn down service 开夜床 Page 1 of 5 HILTON CHONGQING STANDARD OPERATION PROCEDURE DEPARTMENT:HOUSEKEEPING JOB TITLE: Butler TASK NO: Butler 001 TASK: Answering An Internal Call EQUIPMENT REQUIRED: WHAT TO DO HOW TO DO WHY 1. Pick up the call Pick up the call within 3 rings. Hilton stan
7、dard. 2. Greeting By saying :“good morning / afternoon / evening, Mr / Ms. XX,XX speaking, how may I help you?” By maintaining a high standard of telephone service. We are best able to help our guest. PUT YOUR SMILE INTO YOUR VOICE ALWAYS ADDRESS THE GUEST NAME. Respecting the guest by address their
8、 names. 3. Listen and clarify the guests needs By saying :“Yes, Mr / Ms. XX.” DO NOT INTERRUPT THE GUEST DURING THE DIALOGUE. Let the guest know we are listening to him is a way of showing our courtesy and respect. 4. Connecting the call Tell the guest that youre going to connect his call by saying:
9、“just a moment please, Mr.XX. I will put you through to” after reviewing the Fidelio. The guest will know whats happening and we can show humility. 5.End of the call Hang up the receiver after the guest hang up. Showing our courtesy to the guest. PREPARED BY: Kevin Lees APPROVED BY: Peter Forsyth DE
10、SIGNATION SIGNATURE/DATE DESIGNATION SIGNATURE/DATE Executive Housekeeper Robin Ning General Manager Page 2 of 5 重庆希尔顿重庆希尔顿 标准操作程序标准操作程序 部门：客房部部门：客房部 职位：行政楼层服务员职位：行政楼层服务员 任务号：行政楼层任务号：行政楼层 001 任务：应答内部电话任务：应答内部电话 装备要求：装备要求： 做什么做什么 怎么做怎么做 为什么为什么 1. 接听电话 2. 问候 3. 聆听、理解客人的需要 4. 转电话 5. 结束通话 在电话铃响三声之内接听电话。
11、 讲：“早上好/下午好/晚上好，XX先生/小姐，我是 XX，可以为您效劳吗？” 将你的微笑融入声音中，并始终用客人的名字称呼客人。将你的微笑融入声音中，并始终用客人的名字称呼客人。 讲：“好的。XX先生/小姐。”或“当然，XX 先生/小姐。” 决不能打断客人讲话决不能打断客人讲话。 告诉客人你将把他的电话转到哪里去，讲：“XX先生，请稍等，我将把您的电话转到” 等客人挂断电话后再挂上听筒。 希尔顿标准 保持高水平的电话服务标准，以示我们优秀的服务能力。 称呼客人的明知以示对客人的尊重。 让客人知道我们在认真地聆听他的电话，以示我们对客人的尊重和礼貌。 让客人清楚地知道电话被转到了哪里，以示对客
12、人的尊重。 以示对客人的尊重。 准备者：凯文准备者：凯文.李兹李兹 批准人：彼得批准人：彼得.福赛斯福赛斯 指示指示 签名签名/日期日期 指示指示 签名签名/日期日期 客房部行政管家客房部行政管家 总经理总经理 Page 1 of 5 HILTON CHONGQING STANDARD OPERATION PROCEDURE DEPARTMENT:HOUSEKEEPING JOB TITLE: Butler TASK NO: Butler 002 TASK: Answering An External Call EQUIPMENT REQUIRED: WHAT TO DO HOW TO DO
13、WHY 1. Pick up the call Pick up the call within 3 rings. Hilton standard. 2. Greeting By saying :“good morning / afternoon / evening, Hilton Chongqing, how may I help you?” By maintaining a high standard of telephone service. We are best able to help our guest. PUT YOUR SMILE INTO YOUR VOICE. 3. Lis
14、ten and clarify the guests needs By saying :“Yes,Sir.” or “Certainly, Sir.” DO NOT INTERRUPT THE GUEST DURING THE DIALOGUE. Let the guest know we are listening to him is a way of showing our courtesy and respect. 4. Connecting the call Tell the caller that youre going to connect his call by saying:“
15、just a moment please, sir. I will put you through to” after reviewing the Fidelio. The guest will know whats happening and we can show humility. 5.End of the call Dont forget to say:“Thank you for calling.” at the end of dialogue. HANG UP THE RECEIVER AFTER THE CALL HANG UP. Give our thanks to guest
16、 through the phone for showing our hospitality. PREPARED BY: Kevin Lees APPROVED BY: Peter Forsyth DESIGNATION SIGNATURE/DATE DESIGNATION SIGNATURE/DATE Executive Housekeeper General Manager Page 2 of 5 重庆希尔顿重庆希尔顿 标准操作程序标准操作程序 部门：客房部部门：客房部 职位：行政楼层服务员职位：行政楼层服务员 任务号：行政楼层任务号：行政楼层 002 任务：应答外部电话任务：应答外部电话
17、 装备要求：装备要求： 做什么做什么 怎么做怎么做 为什么为什么 1. 接听电话 2. 问候 3. 聆听、理解客人的需要 4. 转电话 5. 结束通话 在电话铃响三声之内接听电话。 讲：“早上好/下午好/晚上好，重庆希尔顿酒店，可以为您效劳吗？” 将你的微笑融入声音中。将你的微笑融入声音中。 讲：“好的。XX先生/小姐。”或“当然，XX 先生/小姐。” 决不能打断客人讲话决不能打断客人讲话。 告诉客人你将把他的电话转到哪里去，讲：“先生，请稍等，我将把您的电话转到” 在通话最后要记住说：“谢谢您的来电。” 等客人挂断电话后再挂上听筒等客人挂断电话后再挂上听筒。 希尔顿标准 保持高水平的电话服务
18、标准，以示我们优秀的服务能力。 让客人知道我们在认真地聆听他的电话，以示我们对客人的尊重和礼貌。 让客人清楚地知道电话被转到了哪里，以示对客人的尊重。 向客人致谢以示我们的热情。 准备者：凯文准备者：凯文.李兹李兹 批准人：彼得批准人：彼得.福赛斯福赛斯 指示指示 签名签名/日期日期 指示指示 签名签名/日期日期 客房部行政管家客房部行政管家 总经理总经理 Page 1 of 5 HILTON CHONGQING STANDARD OPERATION PROCEDURE DEPARTMENT:HOUSEKEEPING JOB TITLE: Butler TASK NO: Butler 003
19、TASK: Making An Internal Call EQUIPMENT REQUIRED: WHAT TO DO HOW TO DO WHY 1. Connect the required room Lift the receiver. Dial the ext number as follows: guest rooms; dial 8 and the room number; internal admin; dial the ext number. To locate the correct extension. 2. Verify the No. is correct Look
20、on the screen of the console and check the telephone number apeaing is correct. To verify the number is correct. 3. Announce yourself By saying :“good morning / afternoon / evening, this is reception, XX speaking” To let the person know who is calling. 4. Give the information Tell the other person w
21、hat you need. To explain why you are calling. 5.End of the call Thank the person for their assistance. To be polite. PREPARED BY: Kevin Lees APPROVED BY: Peter Forsyth DESIGNATION SIGNATURE/DATE DESIGNATION SIGNATURE/DATE Executive Housekeeper General Manager Page 2 of 5 重庆希尔顿重庆希尔顿 标准操作程序标准操作程序 部门：客
22、房部部门：客房部 职位：行政楼层服务员职位：行政楼层服务员 任务号：行政楼层任务号：行政楼层 003 任务：如何拨打内部电话任务：如何拨打内部电话 装备要求：装备要求： 做什么做什么 怎么做怎么做 为什么为什么 1. 拨打分机 2. 确认电话号码正确 3. 表明自己的身份 4. 告知信息 5. 通话结束 拿起听筒。拨法如下： 客房：8 + 房间号码 办公室：直接拨分机号码 查看控制台上的电话号码，与电话机上显示的号码核对是否正确。 讲：“早上好 / 下午好 / 晚上好，这里是前台，我是 XX” 告知别人你的需要。 感谢别人的帮助。 正确地拨打分机 核对电话号码是否正确。 让别人知道致电者是谁。
23、 解释致电原因。 出于礼貌。 准备者：凯文准备者：凯文.李兹李兹 批准人：彼得批准人：彼得.福赛斯福赛斯 指示指示 签名签名/日期日期 指示指示 签名签名/日期日期 客房部行政管家客房部行政管家 总经理总经理 Page 1 of 5 HILTON CHONGQING STANDARD OPERATION PROCEDURE DEPARTMENT:HOUSEKEEPING JOB TITLE: Butler TASK NO: Butler 004 TASK: Making An External Call EQUIPMENT REQUIRED: WHAT TO DO HOW TO DO WHY
24、1. Get an outside line Lift the receiver. Dial XX, wait for the line tone and then dial the number you require. To obtain an outside line and connect with desired number. 2. Verify the No. is correct Look on the screen of the console and check the telephone number appearing is correct. To verify the
25、 number is correct. 3. Announce yourself By saying :“good morning / afternoon / evening, this is Hilton Chongqing, XX speaking” To let the person know who is calling. 4. Give the information Tell the other person what you need. To explain why you are calling. 5. End of the call Thank the person for
26、their assistance. To be polite. PREPARED BY: Kevin Lees APPROVED BY: Peter Forsyth DESIGNATION SIGNATURE/DATE DESIGNATION SIGNATURE/DATE Executive Housekeeper General Manager Page 2 of 5 重庆希尔顿重庆希尔顿 标准操作程序标准操作程序 部门：客房部部门：客房部 职位：行政楼层服务员职位：行政楼层服务员 任务号：行政楼层任务号：行政楼层 004 任务：如何拨打外部电话任务：如何拨打外部电话 装备要求：装备要求：
27、做什么做什么 怎么做怎么做 为什么为什么 1. 接外线 2. 确认电话号码正确 3. 表明自己的身份 4. 告知信息 5. 通话结束 拿起听筒。拨 XX，等待接通外线的声音，然后拨打所需要的号码。 查看控制台上的电话号码，与电话机上显示的号码核对是否正确。 讲：“早上好 / 下午好 / 晚上好，这里重庆希尔顿酒店，我是 XX，我可以跟 XX先生/小姐通话吗？” 告知别人你的需要。 感谢别人的帮助。 通过外线拨打目标电话。 核对电话号码是否正确。 让别人知道致电者是谁。 解释致电原因。 出于礼貌。 准备者：凯文准备者：凯文.李兹李兹 批准人：彼得批准人：彼得.福赛斯福赛斯 指示指示 签名签名/日
28、期日期 指示指示 签名签名/日期日期 Page 3 of 5 客房部行政管家客房部行政管家 总经理总经理 Page 1 of 5 HILTON CHONGQING STANDARD OPERATION PROCEDURE DEPARTMENT:HOUSEKEEPING JOB TITLE: Butler TASK NO: Butler 005 TASK: Checking The Logbook EQUIPMENT REQUIRED: WHAT TO DO HOW TO DO WHY 1. Read the logbook Go through the notes written on the
29、 previous shift. All actionable items completed by the previous shift should be initialed as completed, otherwise they are still outstanding and must be acted. To be informed of all relevant information that affect your shift and to ensure all customer requests are acted. 2. If you are not clear ask
30、 for further information Talk to the relevant person from the previous shift and ask them to explain and point. To make sure you understand correctly. 3. The outgoing and incoming staff must sign the logbook. 4. Action the logbook Handle any points still to be done and initial when completed, for ex
31、ample: a. check with housekeeping if the flowers have been set up to room 925. b. Check with concierge if the luggage from room 1007 has been moved to room 907. To make sure that they are completed during the shift. PREPARED BY: Kevin Lees APPROVED BY: Peter Forsyth DESIGNATION SIGNATURE/DATE DESIGN
32、ATION SIGNATURE/DATE Executive General Manager Page 2 of 5 Housekeeper 重庆希尔顿重庆希尔顿 标准操作程序标准操作程序 部门：客房部部门：客房部 职位：行政楼层服务员职位：行政楼层服务员 任务号：行政楼层任务号：行政楼层 005 任务：检查工作记录本任务：检查工作记录本 装备要求：装备要求： 做什么做什么 怎么做怎么做 为什么为什么 1. 认真阅读工作记录本 2. 如果不清楚的话，请进一步询问，以获得所需的信息 3. 进出的员工需在工作记录本上签字 4. 工作记录本的使用 认真阅读上一个班次留下的记录，已经处理过的问题要作上
33、标记，否则就是有待处理的问题。 如有不清楚的地方请与上一个班次的相关人员交谈 处理有待解决的问题，并在完成后作上标记。例如： a. 与客房部核对 925房中是否已经摆设了鲜花。 b. 与礼宾部核对客人的行李是否已经从 1007房转到了 907 房。 确保获得所有相关信息，以便满足所有客人的要求。 正确理解相关信息 确保所有事情在当班时完成 准备者：凯文准备者：凯文.李兹李兹 批准人：彼得批准人：彼得.福赛斯福赛斯 Page 3 of 5 指示指示 签名签名/日期日期 指示指示 签名签名/日期日期 客房部行政管家客房部行政管家 总经理总经理 Page 1 of 5 HILTON CHONGQIN
34、G STANDARD OPERATION PROCEDURE DEPARTMENT:HOUSEKEEPING JOB TITLE: Butler TASK NO: Butler 008 TASK: How to Escort Guest And Sent A Guest At The Table How To Do EQUIPMENT REQUIRED: WHAT TO DO HOW TO DO WHY 1. Offer a choice of seating Saying: would you like to sit in the smoking or non-smoking area si
35、r/madam? For how many people? Hotel standard for F&B 2. Ask guest to follow up Saying : this way please, madam/sir, show with you right arm/hand this way. Respect guest belongings. 3. Lead the way to the table Walk in front of the guest, about 2 meters, so not walk too fast or too slow, make sure gu
36、est is for following you by looking back every time. Ensure safety of guests valuable belonging and make him / her feel safe in the hotel. 4. If possible let the guest choose the table Is this table fine to you? To show guest detailed service. 5. Offer the chair back Pull the chair from the table by
37、 grabbing the back of the chair with both hands, leave enough space for the guest to enter, ladies first, by looking to / offering / showing with your hand the lady seat 6. Push the chair back 7. Offer the napkin to guest Show and careful, when guest is about to sit down. PREPARED BY: Kevin Lees APP
38、ROVED BY: Peter Forsyth DESIGNATION SIGNATURE/DATE DESIGNATION SIGNATURE/DATE Executive General Manager Page 2 of 5 Housekeeper 重庆希尔顿重庆希尔顿 标准操作程序标准操作程序 部门：客房部部门：客房部 职位：行政楼层服务员职位：行政楼层服务员 任务号：行政楼层任务号：行政楼层 008 任务：如何为客人引位任务：如何为客人引位 装备要求：装备要求： 做什么做什么 怎么做怎么做 为什么为什么 1. 提供位置选择 2. 带位 3. 领位 4. 如果可以的话客人自己挑选位置
39、5. 拉椅 6. 推椅 7. 提供餐巾 说：请问几位？先生/小姐，请问吸烟区还是非吸烟区。 请这边，先生/小姐。 用你的手指示方向。 走在客人的前 2米，不要太快或太慢，随时关注客人。 请问：这个位置好吗？ 双手把椅子拉出，留出足够的空间给客人。女士优先，用手指示女士位置。 当客人坐下时请轻推椅子。 餐饮部的标准 准备者：凯文准备者：凯文.李兹李兹 批准人：彼得批准人：彼得.福赛斯福赛斯 指示指示 签名签名/日期日期 指示指示 签名签名/日期日期 Page 3 of 5 客房部行政管家客房部行政管家 总经理总经理 Page 1 of 5 HILTON CHONGQING STANDARD OP
40、ERATION PROCEDURE DEPARTMENT:HOUSEKEEPING JOB TITLE: Butler TASK NO: Butler 009 TASK: How To Serve Food To The Guest EQUIPMENT REQUIRED: WHAT TO DO HOW TO DO WHY 1. Greeting the guest By saying:“good morning / afternoon / evening, Mr. XX” F&B standard 2. Seating the guest By saying:“have a seat, ple
41、ase, Mr XX” by pulling the chairs, taking off jacket, etc. 3. Ask the guest take buffet or a la carte If the guest take a la carte, present the menu to the guest. 4. Introduce Introduce the buffet to guest (if the guest take buffet), hot dish, cold dish, pastry station, snack station, etc. 5. Taking
42、 the beverage order By saying :“what would you like to drink Mr. XX.” 6. Serving the drink 7. Offer the napkin to guest 8. Billing 9. Thanking the guest 10. Reset up table By saying :“enjoy your drink, Mr XX.” Pay more attention the guest plate, ashtray etc. Handle the settlement by cash (credit car
43、d, room charge) accurate. Handle the settlement by cash (credit card, room charge) accurate. Clean the table, reset up ashtray, drink list, flower vase. Salt&pepper, plate mat, dinner fork, dinner knife etc. PREPARED BY: Kevin Lees APPROVED BY: Peter Forsyth DESIGNATION SIGNATURE/DATE DESIGNATION SI
44、GNATURE/DATE Executive Housekeeper General Manager Page 2 of 5 重庆希尔顿重庆希尔顿 标准操作程序标准操作程序 部门：客房部部门：客房部 职位：行政楼层服务员职位：行政楼层服务员 任务号：行政楼层任务号：行政楼层 009 任务：如何为客人提供食品服务任务：如何为客人提供食品服务 装备要求：装备要求： 做什么做什么 怎么做怎么做 为什么为什么 1. 向客人打招呼 2. 请客人入座 3. 询问 4. 介绍 5. 点酒水 6. 服务酒水 7. 更换餐具 8. 结帐 9. 感谢客人的光顾 10. 重新摆台 讲：“早上好/中午好/晚上好，先生
45、。” 讲：“请坐。”并且给客人拉椅子，并帮助客人挂衣。 询问客人是用自助餐还是点餐。如是点餐，呈上菜单。 如果客人使用自助餐，介绍菜品给客人。（冷菜，热菜，甜点，小吃） 讲：“先生，请问您喝什么酒水。” 讲：“请慢慢享用。” 随时更换客人餐具。 快速的为客人结帐（现金，信用卡，挂帐） 讲：“谢谢光临，再见，祝您愉快的一天。” 清洁桌面，设置酒单，花瓶，烟缸，刀叉。 餐饮部的标准 准备者：凯文准备者：凯文.李兹李兹 批准人：彼得批准人：彼得.福赛斯福赛斯 指示指示 签名签名/日期日期 指示指示 签名签名/日期日期 Page 3 of 5 客房部行政管家客房部行政管家 总经理总经理 Page 1
46、of 5 HILTON CHONGQING STANDARD OPERATION PROCEDURE DEPARTMENT:HOUSEKEEPING JOB TITLE: Butler TASK NO: Butler 010 TASK: How To Serve The Drink To The Guest EQUIPMENT REQUIRED: WHAT TO DO HOW TO DO WHY 1. Greeting the guest By saying:“good morning / afternoon / evening, Mr. XX” F&B standard Dont forge
47、t smile. 2. Seating the guest By saying:“Take a seat, please.” pulling the chairs for the guest. 3.Presenting drink list Open the drink list&give to the guest, let the guest select. 4. Taking the order By say:“may I repeat your order, Mr XX.” 5. Reapting the order By saying :“May I repeat your order
48、, Sir / Madam?” 6. Preparing the order 7. Serving the order 8. Checking back 9. Billing 10. Thanking guest for patronage 11. Reset up table Check the drink is correct, prepare guest supply eg. Coaster, napkin. By saying:“enjoy your drink, Mr XX.” Take the second order, change ashtray. Handle the set
49、tlement by cash (credit card, room charge) accurate. By saying:“thank you for coming, good bye, have a nice day.” Clean the table, reset up ashtray, drink list, flower vase. etc. PREPARED BY: Kevin Lees APPROVED BY: Peter Forsyth DESIGNATION SIGNATURE/DATE DESIGNATION SIGNATURE/DATE Executive Housek
50、eeper General Manager Page 2 of 5 重庆希尔顿重庆希尔顿 标准操作程序标准操作程序 部门：客房部部门：客房部 职位：行政楼层服务员职位：行政楼层服务员 任务号：行政楼层任务号：行政楼层 010 任务：如何为客人提供饮料服务任务：如何为客人提供饮料服务 装备要求：装备要求： 做什么做什么 怎么做怎么做 为什么为什么 1. 向客人打招呼 2. 请客人入座 3. 提供酒单给客人 4. 记录 5. 重复客人所讲 6. 准备 7. 服务 8. 巡视 9. 结帐 10. 感谢客人的光顾 11.重新摆台 讲：“早上好/中午好/晚上好，先生。” 讲：“请坐。”并且给客人拉椅子。
