洲际宴会厅程序0033Standingfor a Meeting.doc

标准操作程序STANDING BY FOR A MEETING会议服务Task Number: BQT-0033Department: F&B BanquetingDate Issued: Nov. 2007Guest Expectation: I expect friendly well trained staff to be on stand-by outside the meeting room, during my meeting, should I have an urgent request.在整个会议期间如果我有紧急的事情发生，我希望有友善的受过专业培训的员工等候在我的会议室门外Time to Train: 15 minutesWhy is this task important for you and our guests?为什么这项任务对我们的客人和你是如此重要？Answers回答: 1. To ensure the staff always pays attention to the guests确保员工时刻注意着会议室里的客人2. To ensure that guests requests are action fast & efficient确保客人的要求得到有效率地、快速的反应3. To ensure the staff come across professional to the guests确保员工面对客人的时候是专业的让人印象深刻的WHAT/ STEPS什么/步骤HOW/ STANDARDS怎样/标准TRAINING QUESTIONS培训问题1) Stand by at function room till guests arrive在客人抵达前等候在活动场地外Stand outside the meeting room facing the direction from the where the guest will be coming from.站立在 会议室门外面朝向客人来的方向 Introduce yourself, say：“Good morning, afternoon, evening, sir / madam or Mr. / Mrs. XXX, my name is XX and I will look after your meeting for today. Your meeting room is ready for use”介绍自己，说：“早上好，下午好，晚上好，先生/女士或者某某先生/某某太太，我的名字叫某某，我今天将照看你们的会议，你们的会议室已经为你们准备好了”Why should you stand outside waiting for the guest?为什么你要在会议室外面等候客人？Why should you introduce yourself?为什么你要介绍你自己？2) Assist guest on last minute requirement协助客人最后的需要Ask the guests if they require anything else Say: “Mr. / Mrs. XXX, is the set up according to your satisfaction? Is there anything else I can assist with?”向客人询问是否有其它的需要，说：“某某先生/某某太太，这样的布置你是否满意？还有没有其它的需要我来做？”Why should you check if the room is set up satisfactory?为什么你还要确认如果会议室的布置是满意的？Why should you offer assistance?为什么你要提出协助？3) On stand by等候中Advise guest where about to contact you if require any assistance Say：“Should you require any assistance, I will be outside waiting form you” or “You can reach me under phone extension XX” or “You can call the operator and ask them to page me.” 告诉客人在什么地方能联系到你如果有需要和帮助，说：“如果你需要帮助请到门外找我” 或者 “如果你需要我的帮助请致电*” 或者 “如果你需要帮助请致电总机找我，她们会传呼我”Why should you advise where to contact you?为什么你要告诉客人在什么地方能联系到你？Summary questions:总结1. Why should you stand outside waiting for the guest?2. Why should you introduce yourself?3. Why should you check if the room is set up satisfactory?4. Why should you offer assistance?5. Why should you advise where to contact you?Now ask the trainee to practice the task from start to end to test competency.