酒店出租车服务标准操作(中英版).doc

精品文档就在这里
-------------各类专业好文档，值得你下载，教育，管理，论文，制度，方案手册，应有尽有--------------
--------------------------------------------------------------------------------------------------------------------------------------------

酒店出租车服务标准操作规程
Guest Expectation客人期望:
I expect that the hotel can provide me with a high standard of taxi service. The taxi should be clean and in good condition, the taxi driver should be properly groomed, and I should not have to haggle with rogue taxi drivers who charge exorbitant fares to foreigners. I want to get to my destination safely and without any problems taking the most direct route.
我希望酒店能为我提供高标准的出租车服务。出租车应该是干净的、车况良好的。出租车司机须穿戴整洁，我不愿与收外国人高价的无赖出租司机砍价。我希望我能安全到达目的地，最好能走捷径。

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. We must provide a prompt and accurate taxi service to our guests. 我们必须向客人提供快捷无误的出租车服务。
2. Safety and security is the most important issues to our guests, we must provide a safe taxi to guest. 安全保障是对我们的客人最重要的问题，我们必须为客人提供安全的出租车服务。
3. Increase guest satisfaction. 提高客人满意度。
4. Demonstrate my professionalism. 展示我的职业道德。
5. Bad taxi experiences can flow over into bad front office experiences. 不好的出租服务经验能关及到不好的前厅体验。

STEPS步骤

How / Standards标准

1) Receiving request 接到请求

Receive guest request for taxi service. 接到客人的需出租车服务的请求。

If the guest would like to reserve a taxi, the Concierge must book a taxi in advance. 如果客人想要预订一辆出租车，礼宾布须提前为客人订车。

The taxi must always be clean and in good condition. 出租车须始终干净、车况良好。

The taxi driver has to be properly groomed and behaved. 出租车司机要穿戴整洁，行为得体。

2) Recording记录

Ask the guest his destination and write it on a hotel card in Chinese.询问客人要到达的目的地，并用中文写在酒店卡上。

Advise the guest the estimated waiting time.告知客人大概的等待时间。

When taxi is coming, note down the taxi number on the hotel card.出租车到时，在酒店卡上记下出租车车号。

The taxi number must be noted on a hotel card for further reference. 要把出租车车牌号记在酒店卡上，以供进一步参考。

Kindly advise the guest to inform us if he/she encounters any problems. 请告知客人，如果他/她遇到任何问题，及时通知我们。

Tell the taxi driver the guest’s destination. 告诉出租车司机客人将到的目的地。

3) Helping with luggage帮忙搬行李

Load the guests’ luggage into the taxi trunk. 将客人行李放进出租车车厢。

Confirm the luggage with the guest 向客人确认行李。

4) Seating入坐

Open the car door for the guest. 为客人开车门。

Assist the guest to be seated in the car by holding your hand at the top of the door to protect the guest’s head. 协助客人进车入坐，将你的手放在车门顶部以保护客人头部。

5) Farewell告别

Reconfirm the guest’s destination with the taxi driver. 向出租车司机再次确定客人要到的目的地。

Bid the guest farewell.向客人道别。

Summary questions问题小结:

1. What kind of taxi and driver do we request to provide taxi services to our guest?
要给客人提供出租车服务，我们需要怎样的出租车及司机？
2. Why do I need to write the destination on the hotel card? Why do I need to note down the taxi number?
为什么我要在酒店卡上写下目的地？为什么我要记下出租车车号？
3. Why do I need to confirm the luggage pieces with the guest? 为什么我要向客人确认行李数量？
4. Why do I need to hold my hand on the top of the door? 为什么我要把手放在车门顶部？
5. Why do I need to reconfirm the destination? 为什么我要再次确定目的地？

---------------------------------------------------------精品 文档---------------------------------------------------------------------