礼宾部标准服务程序对话.doc
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1、.FIT CHECK OUT 散客退房行李服务Upon receiving luggage service call:Upon receiving guest call for check out luggage service, the Concierge supervisor or Shift leader must pick up the phone with proper manner, Inquire about the number of the pieces, get the guests name, room number and requesting time in the
2、concierge control sheet after hang up the phone. B: Good morning /afternoon Concierge, _ speaking, How may I help you?G:Id like to check out now. Can you collect my luggage?B: Could you please tell me how many pieces of luggage do you have?G:5 pieces.B: What time do you need the luggage collection?G
3、: 10 minutes later.B: Thank you. Mr._, we will send one Bellman to your room at once. Thank you For your calling, see you! Before entering the guests room, Ring the doorbell or knock at the door with “Bell service”, reconfirm if guest check out. If “DND” sign hang up, never ring The Bell, call back
4、to concierge. The supervisor will ask for assistance. (“Bell Service”)B: Good morning / afternoon /, Mr._, May I help you with your luggage?G: Sure. Come in go ahead.B: Mr./ Ms._, All of your luggages are here?G: Yes, That is right.B: Mr./Ms._, Could you please tell me when are you leaving? Ask the
5、guest “ Do you have Transportation arrangement “ if necessary. G: Yes, I have.B: Please keep this luggage claim for collect your luggage at the concierge Desk (When the guest doesnt want to go upstairs with you). Say, “see you ”Guest in the lobby comes to Concierge.G: Im checking out now, would you
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