礼宾部新员工培训计划

Fourshortwordssumupwhathasliftedmostsuccessfulindividualsabovethecrowd:alittlebitmore.------------------------------------------author------------------------------------------date礼宾部新员工 培训 焊锡培训资料ppt免费下载焊接培训教程 ppt 下载特设培训下载班长管理培训下载培训时间表下载 计划 项目进度计划表范例计划下载计划下载计划下载课程教学计划下载 礼宾部新员工培训计划礼宾部新员工培训计划----------------------------------------------------------------------------------------------------礼宾部新员工培训计划--------------------------------------------------ConciergeNewAssociateTrainingProgramFullview礼宾部新员工培训计划Departmentinduction部门简介FrontOfficeOrganizationChart前厅部组织结构JobDescription工作 职责 岗位职责下载项目部各岗位职责下载项目部各岗位职责下载建筑公司岗位职责下载社工督导职责.docx DepartmentTour参观酒店各个部门Introductiontoconciergelayout介绍礼宾部分布Basichotelproductknowledge基本产品知识介绍BasicTelephoneSkills电话技能BasicTelephoneEtiquette基本的电话礼仪Basictelephonestandard基本的电话 标准 excel标准偏差excel标准偏差函数exl标准差函数国标检验抽样标准表免费下载红头文件格式标准下载 Howtoanswerincoming接听电话Howtoplacecallsonhold电话等候Howtotransfercalls转接电话Hottohandleinquiries处理问询Howtotakedownmessage电话留言Howtohangupthephone如何挂断电话BasicGuestContactSkills对客服务技能Guestcourtesy待客礼仪Howtowelcomeguest如何欢迎客人Howtointroducehotelproductsandinformguestofdailyspecialtyorpromotionalitems如何向客人介绍酒店产品或促销项目Howtohandleguestrequest如何处理客人的要求Howtoguideguesttohoteloutlets如何引导客人Howtocheckguestsatisfaction如何检查客人的满意度Howtohandleguest’scomplaint如何处理客人投诉Howtoreferguesttoothers如何委托他人帮助客人Howtothankguestforbusiness如何感谢客人Howtoseeoffguest如何送别客人FITcheckin散客入住Greetingstoguest问候客人Helpwiththeluggage帮助客人拿行李Showwaytoreception引领客人到前台Checkinginatreception客人入住中Aftercheckingin入住手续办理完后Onthewaytotheroom去房间的路上Trytodeterminetheguest’sneeds尝试获得客人的需求Showtheguestwheretheemergencyexitsarebold向客人指出过道的紧急出口Howtoknocksonthedoor怎么敲门Explaintotheguesthowtousetheroomkey向客人介绍如何开门Showthefacilitiesintheroom介绍房间设施Leavetheguestroom离开客房Fillinbaggagelogsheet填写行李记录 表 关于同志近三年现实表现材料材料类招标技术评分表图表与交易pdf视力表打印pdf用图表说话 pdf FITcheckout散客退房Receivethemessagefromsomewhereaboutluggageserve接收到需要行李服务信息Confirmthemessage确认信息Useofappropriatetools使用合适的工具Intheroom在房间Carriesluggagedown运送行李Handleluggage行李的处理Fillinbaggagelogsheet填写行李记录表StorageofLuggage行李寄存Whenguestswanttostoreluggage当客人提出想要寄存行李Whatinformationweneedtoknow我们需要知道哪些信息Whatkindoftheluggagewecan’tstore我们不寄存哪些行李Howtosay“NO”如何拒绝Fillinluggagetag填写行李寄存牌Askforguestreadthelistofluggagetagandsigninit请客人阅读相关条款，并签名确认GivethetheesecondlineofluggagetagtotheguestStoretheluggage给客人下联Whentheguestwishestoretrievetheirluggage当客人来取行李CheckthetagNO.andsign核对行李牌号码和签名Aboutstoragerecord关于寄存记录Localareainformation当地信息Citymap城市地图Businessdirections商业指南Locationofmunicipalgovernments当地政府位置Restaurantswithvariouscuisine各式餐厅Transportationarrangements交通安排Hospital医院Toursandsightseeingoptions旅游景点Religionplaces宗教场所EntertainmentCentre娱乐场所Otherhotels其他酒店Shoppingexcursions购物场所Umbrellaservice雨伞服务Whenrainydays当下雨时Preliminarywork准备工作Whenaguestcomestoborrowanumbrella当客人接雨伞时Checktheumbrella检查雨伞Relatedrecords相关记录Whenguestgivebacktheumbrella当客人归还雨伞Ifumbrellahaveanydamaged如果雨伞有损坏Updatetheinventoryeveryshift每班清点Makeremarksinreception在前台备注UseLuggagetrolley行李车的使用Keeptrolleycleanlinessandfunctional保持行李车的清洁和性能Keptintheirspecifiedareasinthelobby放在指定位置Howtouse如何使用Neverputthetrolleynearthetrolleys不要将行李车靠近外面台阶Onthemove在移动中Livemove转房服务Receivea“Livemore“order获得转房命令Whatweneedtoknow我们需要知道的Takeatrolleyandgouptotheguest’sroom推行李车到客人房间Intheroom在房间Tonewroom在新的房间Informreceptionthe“Livemore“wasdone通知前厅房间已换好Relatedrecords相关记录Messagedelivery递送留言Allwrittenmessagehavetowithinenvelop所有书面信息必须用信封装好Pickupthemessageinfiveminutes5分钟内送到Iftheguestisnotpresent如果客人不在Fillout“BellCaptaincontrolsheet“填写行李员活动控制表Transportationbooking订车服务Receiveguestrequestfortransportationbooking接到客人订车要求Whatweneedtoknow我们需要知道的What’sguestneedtoknow客人需要知道的Fillouttransportationbookingvouchersaccordingly填写租车预订单Chargesinreception到前台入账Notedtransportationrequestondailytransportationreservationsheet将相关信息注明在每日车辆安排上Afternoonshiftneedtocheck中班需要检查Exceptionalcase特殊情况Outsideguests(prearrangeguest)店外客人（预抵客人）Pickupserve接机服务Relatedrecords相关记录Commissionitems委托代办Whatwecan’thelp什么我们不能帮客人买Howtosay“No”如何拒绝Knowguest’srequirement了解客人的需求Talktoguestsprobableamountofmoneyandtime告知客人大概需要的价钱和时间Kindlyasktheguesttofillouttheauthorizationsheet礼貌的请客人填写委托书Getmoneyfromguestaccordingtheprice从客人处先取现金Pre-Egression外出之前Getreceiptfromstoreandshowittoguestwithgoods将物品和发票交给客人TheauthorizationsheetshouldbefiledintheConciergerespectively授权书必须在礼宾部做好分类存档Ifhavesomesuddenness如果有意料之外的事情发生CheckList每班工作内容MorningShiftCheckList早班工作程序AfternoonShiftCheckList中班工作程序NightShiftCheckListNewspaperhandout夜班工作程序Review回顾