最新礼宾部新员工培训计划

ConciergeNewAssociateTrainingProgramFullview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Departmentinduction部门简介FrontOfficeOrganizationChart前厅部组织结构JobDescription 工作职责 党支部工作制度和职责国库集中支付中心工作职责安全生产工作职责分工财务部工作职责城市社区居委会工作职责 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^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FITcheckir<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开开客房Fillinbaggagelogsheet填写行李记录表FITcheckou儆客退房Receivethemessagefromsomewhereaboutluggageserve接收至U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?亍李寄存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HowtosayNO"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放在才旨定位置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ReceiveaLivemoreorder获得转房命令Whatweneedtoknow我们需要知道的Takeatrolleyandgouptotheguest'sroom推行李车至U客人房间Intheroom在房间Tonewroom在新的房间InformreceptiontheLivemorewasdone 通知 关于发布提成方案的通知关于xx通知关于成立公司筹建组的通知关于红头文件的使用公开通知关于计发全勤奖的通知 前厅房间已换好Relatedrecords相关记录Messagedelivery递送留言Allwrittenmessagehavetowithinenvelop所有 书 关于书的成语关于读书的排比句社区图书漂流公约怎么写关于读书的小报汉书pdf 面信息必须用信封装好Pickupthemessageinfiveminutes5分钟内送至UIftheguestisnotpresent如果客人不在FilloutBellCaptaincontrolsheet'填写行李员活动控制表Transportationbooking订车月艮务Receiveguestrequestfortransportationbooking接至U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)店夕卜客人(预抵客人)Pickupserve接机服务Relatedrecords相关记录Commissionitems委托代力、Whatwecan'th^fp^我们不能帮客人买Howtosay'如何拒绝Knowguest'srequirement!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6.Getmoneyfromguestaccordingtheprice从客人处先取现金8.Pre-Egression外出之前Getreceiptfromstoreandshowittoguestwithgoods将物品和发票交给客人11.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1.MorningShiftCheckList早班工作程序3.AfternoonShiftCheckList中班工作程序5.NightShiftCheckList7.Newspaperhandout夜班工作程序Review回顾