STANDARD&PROCEDURES标准与程序Department:RoomsPosition:AllRoomsAssociates部门：房务部职位：所有房务部员工Date:Code:日期：序号：Dept.Head:AndrewBarty-KGMApproval:DanielAylmer部门总监：总经理批准：Task:Greetingandescortingguest任务：迎候及指引宾客Standard:1.FrontOfficeassociatesshouldgreetguestswheneverandwhereveryoumeetby“10-5feet”standardsaccordingtoSTARservice.2.FrontDeskGSAshouldescortguesttothedestinationhe/shewishtogettoinitiativelywhenbeinginquiredanyhoteloutlets.标准：1.前厅部员工无论何时何地在遇到客人时，运用“五步十步”喜达屋服务标准主动打招呼并尽量称呼客人姓名。2.当客人在酒店内询问员工酒店内部设施位置时，员工应尽可能主动将客人送到目的地。Procedures:GreetingGuest:1.Whenmeetingaguestinapublicareaofhotel,FrontDeskGSAshouldkeepeyecontactwithasmileandgreettheguestwithanappropriategreetingaddressedbytheguest’snameifknown.Itisimpolitethatyouignoreguestwhenpassingorwaitforguesttotalktoyoufirst.2.Whenmeetingaguestintheelevator,FrontDeskGSAshouldgreetguestandaskforwhichfloorhe/shewishtogotoaswellasguest’scommentsregardingthehotelserviceifpossible.Wishguestapleasantdaywhenleavingtheelevator.3.Remember“10-5feet”standardsthatnodheadwithsmilewithin10feetandkeepeyecontact.Addressbyguestnameifknownwithsmilewithin5feet.EscortingGuest:1.FrontOfficeassociatesshouldescortguesttothedestinationdirectlyiftheguestwanttogototheoutletaroundthelobby.2.Ifthefacility/outletarelocatedonotherfloor/notnearlobby,theGSAshouldescortguesttotheelevatorandofferthefloor/locationinformation.3.Informofandpointoutthedetailsofthelocationifthereareseveralguestswaitinginthefrontdesk.4.Whenescortingaguest,theGSAshouldtrytomakepoliteconversationwiththeguest.5.Ifaguestwishestovisitahotelassociateforbusiness,informhim/herimmediatelytopickupthevisitorinthelobby,orhelptoescorttherelateddepartmentifnecessary.程序：迎候宾客:1.当员工在酒店公共区域遇到客人时，要面带微笑主动问候客人，并尽量称呼客人姓名。不要等客人主动和你打招呼，或对客人视而不见。2.当员工在电梯内遇到客人时，除打招呼外，需礼貌地向客人询问所需楼层及对酒店服务的意见，临出电梯时要与客人道别。3.使用五步十步标准,即在十步内需微笑,点头致意,保持目光接触;在五步内需微笑,并尽可能使用客人名字进行问好。指引宾客：1.客人询问酒店大堂设施时，应尽可能将客人送达。2.如果该设施在酒店其他楼层,需将客人送至客梯,并说明楼层方位。3.如果有多位客人在前台等候，可告知并指出客人具体位置。4.当陪同客人时，可以同客人进行友好交谈，并称呼客人姓名。5.如有宾客来访联系业务，前