Operations Hours and Services 营业时间和服务项目24 Hours24小时Morning Shift – 8:00am to 4:00pm早班－上午 8:00至下午 4:00Afternoon Shift – 4:00pm to 12:00 midnight 下午班－－下午4：00至午夜12：00Night Shift – 12:00midnight – 8:00am夜班－午夜12:00至上午8:00Door Service and Greeting迎宾服务Eye Contact and Smile.面带微笑正视客人。
先生/小姐，早上/下午/晚上好，欢迎您光临索菲特国际饭店。
Luggage Handling (Individual Guest)行李服务（个别客人）αApproached Guest.迎向客人。
αWish pleasantries.向客人问好。
αOffer with Baggage Service.为客人提供行李服务。
Luggage Handling (Group)行李服务（团体）。
αCount the number of luggages查清行李的件数。
αConfirm with Tour Guide与团队导游确认。
Rooming the Guest迎领客人。
αDo a brief introduction and outlet operating hours to guest.向客人简要介绍餐厅的营业时间。
αWhere is the room located – which floor and which wing.告诉客人房间的位置，在哪一层以及方位。
Driving the Guest为客人驾驶车辆αEnsure cleanliness of car保持车内整洁干净αDrive carefully小心驾驶车辆αKnow the way to any destination well熟悉任何目的地的路线αBe informative要有广博的见识Open the car’s door for the guest.司机要主动为客人打开车门。
When you open the car’s door, stand at the right hand side and greet the guest by saying “Good Morning/ Good Afternoon / Good Evening, Mr….(guest name)当你打开车门时,要站在右手边向客人问候:“早上/下午/晚上好，×先生(客人的姓名)”Introduce yourself.向客人作自我介绍。
My name is ……. and I am your driver this morning/evening/afternoon.我是××，今天上午/下午/晚上由我来作您的司机。
Assist the seating and arrange the luggage.司机要安排客人就座并帮助客人安排好行李。
Help the guest when they are entering the car, and ensure they have sufficient space to sit. The entire luggage should be put in the boot unless if its hand luggage or the guest wants it otherwise.客人上车时，你要帮助客人以确保客人有充裕的位置就座。
如果客人没有特殊的要求，除手提包外，所有的行李应全部放入车后的行李箱内。
Offer the guest cold towel (during summer) & hot towel (during winter) 司机要为客人提供凉毛巾(在夏天)和热毛巾(在冬天)。
Before the guest arrives, ensure that you have the towels ready to offer to the guest.To co-ordinate this with the Guest Relations Officer at the airport.在客人抵达之前，你要为客人准备好毛巾。
在机场，要协助客户主任的工作。
Ask the guest if he has a pleasant flight on his way here?司机要询问客人来这儿的途中是否愉快。
How was your flight, Mr/Ms/Mrs…..?××先生/小姐/女士,您的旅行愉快吗？On the way from the airport to the hotel, highlight to the guest the attraction of Zhengzhou i.e. Er Chi Tower, Shaolin temple etc.在机场到饭店的途中，你可以向客人着重介绍郑州的名胜古迹,例如：二七塔，少林寺等。
Ask the guest about his or her stay at the hotel.询问客人在饭店入住的情况。
How was your stay at our hotel Mr/Ms/Mrs…..××先生/小姐/女士，您在我们饭店入住期间感觉如何？If the guest’s response is negative, ensure that the guest fills in the questionnaire and questionnaire is to be handed to the GM.如果客人的回答是否定的，你要请客人填写意见簿，并及时呈交总经理。
Ask the guest what he/she thinks about Zhengzhou.请问客人对郑州的印象。
Did you like your stay in Zhengzhou, Mr/Ms/Mrs…?(If this guest is a foreigner)(如果客人是外国人）××先生/小姐/女士，您喜欢这次郑州之行吗？Ask the guest if he/she has any sugg estions about the hotel’s performance.请客人对饭店的经营管理提出宝贵的建议。
Do you have any suggestions/ideas about our hotel’s overall performance? Similarly, with the feedback, it is to be handed to the GM.“请问您对饭店的经营管理有什么意见和建议吗？”同样地，要将客人反馈的信息呈交总经理。
Ask if the guest would like to stay at our hotel again.询问客人是否愿意再次入住我们饭店。
Do you plan to stay with us again, Mr/Ms/Mrs….××先生/小姐/女士,您打算下次入住我们饭店吗？Ask the places that he/she has visited in Zhengzhou.询问客人在郑州游览过的地方。
How many places have you visited in China besides Zhengzhou Mr/Ms/Mrs?(If this guest is a foreigner)（如果客人是外国人)可以询问：先生/小姐/女士，除了郑州以外，您还到过中国的哪些地方呢？ IMPORTANT重要的:If you think the guest does not wish to talk don’t try to ask too many questions.如果你感觉客人不想与你交谈，就不要询问客人太多的问题。
Always remember to SMILE!要记住保持微笑！Open the car’s door for the guest.司机要主动为客人打开车门。
When you open the car’s door, stand at the right hand side and greet the guest by saying “Good Morning/ Good Afternoon / Good Evening , Mr….(guest name)打开车门时你要站在右手边，并向客人问候“××先生/小姐/女士，早上/下午/晚上好！”Introduce yourself.向客人做自我介绍。
My name is ……. and I am your driver this morning/evening/afternoon.我是××，今天上午/下午/晚上由我来作您的司机。
Reconfirm destination with guest.你要与客人确认目的地。
Make sure you know the way. If unsure, you should find out the direction prior before guest’s booking.你要确保了解行进的路线。
如果你不清楚，则需要在客人预订前弄清路线和方向。
Try to make ‘small talk’ to the guest on the way, however, if you feel that the guest do not feel like talking, then DON’T continue。
在途中你可以试着与客人交谈，但如果你已感觉到客人不想交谈，要立即停止谈话。
Be informative.司机要有广博的见识。
Be prepared for the questions that a guest will ask you about the city of Zhengzhou during the way to the destination.在前往目的地的途中，你要对客人可能会问到的有关郑州的问题有所准备。
Upon reaching destination, if the guest have booked for you to wait for him, inform the guest where you will be waiting or check with the guest what time he should pick him/her up again if he asked you to return.到达目的地时，如果客人通知你等他，就要告知客人你等候的地点；如果客人让你先回去，那么就要向客人询问什么时间接他/她。