酒店接机服务标准操作规程
G UEST E XPECTATION 客人期望:
I expect a professional Hotel Airport Representative whom I can easily locate and who will help me with my luggage and show me to my hotel limousine in a speedy and polite manner.
我希望我能轻松地找到一个专业化的酒店机场代表，他会帮我安置行李并以一种快捷而礼貌的方式把我带进酒店接机车上。

Why is this task important for you and our guests?
为什么该任务对你和我们的客人都很重要？
Answers回答:
1.Saves me time. 为我节约时间。

2.Since I am the first hotel employee met by our guest, I will leave the
first very important impression. 既然我是客人见到的第一位酒店员工，我要给客人留下很深的第一印象。

3.I want to demonstrate our professionalism. 我要展现我们的职业道德。

I am able to offer service that starts at the very beginning with the guest’s
arrival and reflects the hotel standards. 我要在客人到店的一开始就提供服务并要体现出酒店的水准。

Summary questions问题小结:
1. What should the Airport Representative be equipped with daily?
机场代表应该每天带上什么东西？
2. How should the Airport Representative meet the guest at the
airport arrival exit? 在机场出口站，机场代表应该如何接待客人？
3. Why is the impression, which the Airport Representative leaves
so important? 为什么为什么机场代表要给客人留下的印象很重要？
4. What do I need to do when the guest is in the car? 当客人进入轿车时，我要做些什么？
5. Why should the Airport Representative inform the Concierge of
the guest’s likely arrival time? 为什么机场代表应该告知礼宾部客人可能到达的时间？
How should lost luggage be handled? 如何处理丢失的行李？。