洲際宴會廳程序0033Standingfor a Meeting

1、標(biāo)準(zhǔn)操作程序standing by for a meeting會議服務(wù)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.在整個會議期間如果我有緊急的事情發(fā)生，我希望有友善的受過專業(yè)培訓(xùn)的員工等候在我的會議室門外

2、time to train: 15 minuteswhy is this task important for you and our guests?為什么這項任務(wù)對我們的客人和你是如此重要？answers回答: 1. to ensure the staff always pays attention to the guests確保員工時刻注意著會議室里的客人2. to ensure that guests requests are action fast & efficient確?？腿说囊蟮玫接行实?、快速的反應(yīng)3. to ensure the staff come across prof

3、essional to the guests確保員工面對客人的時候是專業(yè)的讓人印象深刻的what/ steps什么/步驟how/ standards怎樣/標(biāo)準(zhǔn)training questions培訓(xùn)問題1) stand by at function room till guests arrive在客人抵達(dá)前等候在活動場地外stand outside the meeting room facing the direction from the where the guest will be coming from.站立在 會議室門外面朝向客人來的方向 introduce yourself, sa

4、y：“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”介紹自己，說：“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，我今天將照看你們的會議，你們的會議室已經(jīng)為你們準(zhǔn)備好了”why should you stand outside waiting for the guest?為什么你要在會議室外面等候

5、客人？why should you introduce yourself?為什么你要介紹你自己？2) assist guest on last minute requirement協(xié)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?”向客人詢問是否有其它的需要，說：“某某先生/某某太太，這樣的布置你是否滿意？還有沒有其它的需

6、要我來做？”why should you check if the room is set up satisfactory?為什么你還要確認(rèn)如果會議室的布置是滿意的？why should you offer assistance?為什么你要提出協(xié)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 reac

7、h me under phone extension xx” or “you can call the operator and ask them to page me.” 告訴客人在什么地方能聯(lián)系到你如果有需要和幫助，說：“如果你需要幫助請到門外找我” 或者 “如果你需要我的幫助請致電*” 或者 “如果你需要幫助請致電總機找我，她們會傳呼我”why should you advise where to contact you?為什么你要告訴客人在什么地方能聯(lián)系到你？summary questions:總結(jié)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