希尔顿酒店管家部SOP手册

INDEXButler01.AnsweraninternalcallButler02.AnsweranexternalcallButler03.MakinganinternalcallButler04.MakinganexternalcallButler05.CheckingthelogbookButler06.HowtohandlingguestcomplaintButler07.Guestbelongscare&handlingButler08.HowtoescortguestandsentaguestatthetablehowtodoButler09.HowtoservefoodtotheguestButler10.HowtoservethedrinktotheguestButler11.HousekeepingterminologyButler12.BabysitterserviceButler13.LostandfoundprocedureButler14.GuestlaundrypackingButler15.HowtohandleguestlaundryexpressandpressingserviceButler16.GuestlaundrydeliveringButler17.D.N.DroomguestlaundryserviceButler18.Guestroomamenity&suppliesset–upButler19.GuestwelcometeaserviceButler20.Room“nonotdisturb”procedureButler21.CleanroomprocedureButler22.HowtocleanthebathroomfloorButler23.HowtomakeupbedButler24.HowtocleanglassesButler25.HowtovacuumthecarpetButler26.GuestshoeshineserviceButler27.ExtrabedandbabycotprocedureButler28.GuestlaundrypickupduringroomcheckButler29.Howtoassistguestwithluggage/packageButler30.Mini–bardailyreplenishmentButler31.Howtohandle“opendoor”requestButler32.TurndownservicePage1of5HILTONCHONGQINGSTANDARDOPERATIONPROCEDUREDEPARTMENT:HOUSEKEEPINGJOBTITLE:ButlerTASKNO:Butler001TASK:AnsweringAnInternalCallEQUIPMENTREQUIRED:WHATTODOHOWTODOWHY1.PickupthecallPickupthecallwithin3rings.Hiltonstandard.2.GreetingBysaying:goodmorning/afternoon/evening,Mr/Ms.XX,XXspeaking,howmayIhelpyou?”Bymaintainingahighstandardoftelephoneservice.Wearebestabletohelpourguest.PUTYOURSMILEINTOYOURVOICEALWAYSADDRESSTHEGUESTNAME.Respectingtheguestbyaddresstheirnames.3.Listenandclarifytheguest`sneedsBysaying:Yes,Mr/Ms.XX.”DONOTINTERRUPTTHEGUESTDURINGTHEDIALOGUE.Lettheguestknowwearelisteningtohimisawayofshowingourcourtesyandrespect.4.ConnectingthecallTelltheguestthatyou`regoingtoconnecthiscallbysaying:justamomentplease,Mr.XX.Iwillputyouthroughto……”afterreviewingtheFidelio.Theguestwillknowwhat`shappeningandwecanshowhumility.5.EndofthecallHangupthereceiveraftertheguesthangup.Showingourcourtesytotheguest.PREPAREDBY:KevinLeesAPPROVEDBY:PeterForsythDESIGNATIONSIGNATURE/DATEDESIGNATIONSIGNATURE/DATEExecutiveHousekeeperRobinNingGeneralManagerPage2of50011.2.3.4.5.//XX/XXXX/XX/XX……..//Page1of5HILTONCHONGQINGSTANDARDOPERATIONPROCEDUREDEPARTMENT:HOUSEKEEPINGJOBTITLE:ButlerTASKNO:Butler002TASK:AnsweringAnExternalCallEQUIPMENTREQUIRED:WHATTODOHOWTODOWHY1.PickupthecallPickupthecallwithin3rings.Hiltonstandard.2.GreetingBysaying:goodmorning/afternoon/evening,HiltonChongqing,howmayIhelpyou?”Bymaintainingahighstandardoftelephoneservice.Wearebestabletohelpourguest.PUTYOURSMILEINTOYOURVOICE.3.Listenandclarifytheguest`sneedsBysaying:Yes,Sir.”or“Certainly,Sir.”DONOTINTERRUPTTHEGUESTDURINGTHEDIALOGUE.Lettheguestknowwearelisteningtohimisawayofshowingourcourtesyandrespect.4.ConnectingthecallTellthecallerthatyou`regoingtoconnecthiscallbysaying:justamomentplease,sir.Iwillputyouthroughto……”afterreviewingtheFidelio.Theguestwillknowwhat`shappeningandwecanshowhumility.5.EndofthecallDon`tforgettosay:Thankyouforcalling.”attheendofdialogue.HANGUPTHERECEIVERAFTERTHECALLHANGUP.Giveourthankstoguestthroughthephoneforshowingourhospitality.PREPAREDBY:KevinLeesAPPROVEDBY:PeterForsythDESIGNATIONSIGNATURE/DATEDESIGNATIONSIGNATURE/DATEExecutiveHousekeeperGeneralManagerPage2of50021.2.3.4.5.//XX/XX/……..//Page1of5HILTONCHONGQINGSTANDARDOPERATIONPROCEDUREDEPARTMENT:HOUSEKEEPINGJOBTITLE:ButlerTASKNO:Butler003TASK:MakingAnInternalCallEQUIPMENTREQUIRED:WHATTODOHOWTODOWHY1.ConnecttherequiredroomLiftthereceiver.Dialtheextnumberasfollows:guestrooms;dial8andtheroomnumber;internaladmin;dialtheextnumber.Tolocatethecorrectextension.2.VerifytheNo.iscorrectLookonthescreenoftheconsoleandcheckthetelephonenumberapeaingiscorrect.Toverifythenumberiscorrect.3.AnnounceyourselfBysaying:goodmorning/afternoon/evening,thisisreception,XXspeaking……”Toletthepersonknowwhoiscalling.4.GivetheinformationTelltheotherpersonwhatyouneed.Toexplainwhyyouarecalling.5.EndofthecallThankthepersonfortheirassistance.Tobepolite.PREPAREDBY:KevinLeesAPPROVEDBY:PeterForsythDESIGNATIONSIGNATURE/DATEDESIGNATIONSIGNATURE/DATEExecutiveHousekeeperGeneralManagerPage2of50031.2.3.4.5.8+//XX……..//Page1of5HILTONCHONGQINGSTANDARDOPERATIONPROCEDUREDEPARTMENT:HOUSEKEEPINGJOBTITLE:ButlerTASKNO:Butler004TASK:MakingAnExternalCallEQUIPMENTREQUIRED:WHATTODOHOWTODOWHY1.GetanoutsidelineLiftthereceiver.DialXX,waitforthelinetoneandthendialthenumberyourequire.Toobtainanoutsidelineandconnectwithdesirednumber.2.VerifytheNo.iscorrectLookonthescreenoftheconsoleandcheckthetelephonenumberappearingiscorrect.Toverifythenumberiscorrect.3.AnnounceyourselfBysaying:goodmorning/afternoon/evening,thisisHiltonChongqing,XXspeaking……”Toletthepersonknowwhoiscalling.4.GivetheinformationTelltheotherpersonwhatyouneed.Toexplainwhyyouarecalling.5.EndofthecallThankthepersonfortheirassistance.Tobepolite.PREPAREDBY:KevinLeesAPPROVEDBY:PeterForsythDESIGNATIONSIGNATURE/DATEDESIGNATIONSIGNATURE/DATEExecutiveHousekeeperGeneralManagerPage2of50041.2.3.4.5.XX//XXXX/..//Page3of5Page1of5HILTONCHONGQIN