酒店接机服务标准操作(中英版).doc

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酒店接机服务标准操作规程
Guest Expectation 客人期望:
I expect a professional Hotel Airport Representative whom I can easily locate and who will help me with my luggage and show me to my hotel limousine in a speedy and polite manner.
我希望我能轻松地找到一个专业化的酒店机场代表，他会帮我安置行李并以一种快捷而礼貌的方式把我带进酒店接机车上。
Why is this task important for you and our guests?
为什么该任务对你和我们的客人都很重要？
Answers回答:
1. Saves me time. 为我节约时间。
2. Since I am the first hotel employee met by our guest, I will leave the first very important impression. 既然我是客人见到的第一位酒店员工，我要给客人留下很深的第一印象。
3. I want to demonstrate our professionalism. 我要展现我们的职业道德。
I am able to offer service that starts at the very beginning with the guest’s arrival and reflects the hotel standards. 我要在客人到店的一开始就提供服务并要体现出酒店的水准。

STEPS步骤

How / Standards标准

1) Prepare for airport pick-up准备接机

The Airport Representative must be well groomed and uniformed. 机场代表必须仪表端庄，统一制服。

The Airport Representative should double-check the hotel airport pick-up guest name list to update the concerned details. 机场代表应该复查酒店接机客人姓名列表并更新相关信息。

Before he leaves hotel for the airport, the Airport Representative should ensure that he has got the airport pick-up signage board, printed guest name and flight details, hotel mobile phone. 在他离开酒店去机场时，机场代表应该确保他带上了接机牌，打印有客人姓名、航班信息及酒店移动电话。

The limousine should drive the Airport Representative to the airport prior to the earliest arrival flight. 轿车应该在最早航班到达之前把机场代表送到机场。

The Airport Representative should be at the Airport 15 minutes prior to the flight arrival time. 机场代表应该在航班到达之前，提前15分钟到达机场。

2) Meet the guest at the airport在机场接客人

Upon arriving at the airport, the Airport Representative must recheck and update the flight details on his pick-up name list. 到达机场时，机场代表须核查并在他的接机名单上更新航班信息。

When the flight has arrived, the Airport Representative should stand at an eye catching place outside the arrival exit, holding the hotel signage board with the guest’s name and flight on it. 当航班到达时，机场代表应该站在抵达出口的一个显眼的地方，高举带有客人姓名及航班信息的酒店接机牌。

When he sees the guest, the Airport Representative will first identify the guest, then greet him/her and introduce himself in a polite and professional manner, while offering help.当机场代表看到客人时，他首先要确认客人身份，然后一边向他/她表示问候并礼貌地、职业化地介绍自己，一边向客人提供帮助。
Mr./Mrs……..; My name is…………. Let me welcome you to “ Jiuzhaigou”. I am the Airport representative, let me help with your luggage and guide you to the Limousine”. ……先生/女士； 我叫……名字。欢迎你到“九寨沟”。我是机场代表，我来帮你安置行李并领你上车。

3) Show guest to the limousine把客人领上车

While showing the guest to his/her hotel limousine, the Airport Representative should hold a conversation with the guest.
Ask the guest about the flight convenience. 当机场代表把客人领上车时，他/她应该主动与客人谈话。
询问客人航程是否便利。

Inform the guest about how long it will take to get to the Hotel. Please consider traffic. 告知客人到达酒店的时间。请考虑交通状况。

4) Introduce the driver介绍司机

The Airport Representative should introduce the limousine driver to the guest. 机场代表应该把轿车司机介绍给客人。
Mr/Mrs…….. this is ………… your Driver, he will take you safely to our Hotel.
Open the car door for the guest.
……先生。这是…….你的司机。他将会把你安全地送到酒店。为客人开车门。

When the guest is in the car, offer cold towels in summer and warm towels in winter and offer the guest a mineral water. 当客人进入轿车时，若是夏天，则向客人提供冷毛巾；若是冬天，则提供热毛巾。并向客人提供矿泉水。

He will inform the guest as about the music menu he/she can choose by saying. 他要把他/她可以做口头选择的音乐菜单告知客人。

Mr/Mrs…….. may I give you the music menu of which you can choose your desired music. ……先生/女士。这里有可供你选择的音乐菜单，你现在要吗？

With the Driver’s help, the Airport Representative should load the guest baggage in the boot after confirming the number of guest bags, and open the car door for the guest. 在司机的帮助下，当确认好客人的包的数量后，机场代表应该把客人行李装进汽车后箱。并为客人开车门。

5) Bid farewell, inform the hotel告别并通知酒店

The Airport Representative should bid farewell to the guest and wish him/her a good stay with us.机场代表应该向客人做道别并祝愿他/她愉快。

After the limousine has left the airport, the Airport Representative should inform the hotel Concierge by mobile phone of: 当轿车离开机场时，机场代表应该用手机告知礼宾部：
1. Flight number航班号
2. Guest name客人姓名
3. Limousine license plate轿车车牌

6) Help with lost luggage行李丢失援助

If the guest lost his/her baggage at the airport, our hotel Airport Representative has to do his best to assist the guest.
如果客人的行李在机场丢失，我们的酒店机场代表要尽力帮助客人。
He should escort the guest to the Airport Lost and Found Counter for relevant procedures. He must inform Concierge of the details for offering further help to the guest.
他应陪同客人到机场失物招领处办理相公手续。他必须告知礼宾部详细情况以便进一步帮助客人。

Summary questions问题小结:

1. What should the Airport Representative be equipped with daily? 机场代表应该每天带上什么东西？
2. How should the Airport Representative meet the guest at the airport arrival exit? 在机场 出口站，机场代表应该如何接待客人？
3. Why is the impression, which the Airport Representative leaves so important? 为什么为 什么机场代表要给客人留下的印象很重要？
4. What do I need to do when the guest is in the car? 当客人进入轿车时，我要做些什么？
5. Why should the Airport Representative inform the Concierge of the guest’s likely arrival time? 为什么机场代表应该告知礼宾部客人可能到达的时间？
How should lost luggage be handled? 如何处理丢失的行李？

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