服務(wù)手冊文檔.doc

總經(jīng)理歡迎信尊敬的貴賓：我謹(jǐn)代表常德托斯卡納大酒店向閣下的光臨致以誠摯的問候和熱烈的歡迎！承蒙閣下光臨常德托斯卡納大酒店，我們深感榮幸。酒店全體員工將竭誠為您提供熱情、周到、禮貌、高效且宜人的服務(wù)，熱切期望為您營造“家”的氣氛，讓閣下在逗留期間盡享舒適和安逸，同時也感謝您對托斯卡納大酒店的關(guān)愛。歡迎您對我們的工作提出寶貴意見，我們將以實(shí)際行動回報(bào)您的勉勵和厚愛。 如果閣下有所需要，請與酒店總臺聯(lián)系（ ）。衷心祝愿您在酒店能留下美好的回憶。 酒店名稱 總經(jīng)理：WELCOME LETTER FROM GENERAL MANAGERDear guests,Let me extend our sincere regards and a warm welcome to you on behalf of Changde ToscanaHotel.We are deeply honored by your presence. All staff here will provide heartily, well-considered,Courtesy, highly active and pleasant service for you, earnestly expect us could provide a warmHome-likeplace, comfortable and cozy environment during your tarry, at the same time, thankYou for your concerr .we will valne your suggestion to our work and repay your encouragementand excessive care by practical action.If you have and question and request, please do not hesitate to contact the Front Desk atextension(電話).We hope will have a good time here which be kept in your memory. 酒店名稱 General Manager前臺酒店前臺經(jīng)常保持高水平及親切之服務(wù)態(tài)度，在閣下入住期間，需要以下任何幫助，請與前臺聯(lián)系。接待處： 收銀處：大堂副理： 禮賓部：客房服務(wù)中心酒店客房服務(wù)中心為閣下提供住宿服務(wù)，需要以下任何幫助，請與服務(wù)中心聯(lián)系。內(nèi)線：客房部： 工程部：空調(diào)客房供有空調(diào)，客房墻壁上的調(diào)溫器設(shè)有高、中、低三檔，客人可根據(jù)需要調(diào)節(jié)室內(nèi)溫度及風(fēng)量。商務(wù)中心位于一樓，營業(yè)時間：每日上午8:00至晚上23:30特為各界商務(wù)旅游人士提供一切辦公室設(shè)備及業(yè)務(wù)服務(wù)，包括秘書、傳真、復(fù)印、快件專遞、確認(rèn)國際航班機(jī)票、預(yù)定國際航班機(jī)票、預(yù)訂火車票、私人電腦及投影租用等。內(nèi)線：退房時間退房時間為中午12點(diǎn)，如需幫助請與前臺聯(lián)系。內(nèi)線：禮賓部位于酒店大堂，提供行李搬運(yùn)及寄存服務(wù)、同時也負(fù)責(zé)安排機(jī)場接送及車輛租用。內(nèi)線：信用卡酒店接受以下信用卡：美國運(yùn)通卡、萬事達(dá)卡、Visa卡、大來卡、JCB卡、長城卡、牡丹卡等國內(nèi)主要信用卡。國內(nèi)長途直撥（DDD）客房內(nèi)可直接撥國內(nèi)長途（DDD） 。具體城市及地區(qū)代號請參閱“電話指南”一欄，每次撥號對方鈴響6聲后開始計(jì)費(fèi)。門閂客房設(shè)有門閂，請閣下使用。請勿打擾當(dāng)閣下不希望被訪客打擾時，請按亮客房客廳門旁邊的“請勿打擾”開關(guān)。如果閣下不希望被電話打擾或只希望接聽某些來電時。請與接線生聯(lián)系。內(nèi)線：飲用水小冰箱內(nèi)供有飲用礦泉水，請勿飲用自來水。如需熱水，情使用客房內(nèi)的電熱壺。值班經(jīng)理在閣下入住期間需要任何幫助，請與前臺聯(lián)系。內(nèi)線：電源客房梳妝臺側(cè)面配有220伏50赫電源插座，如要借用萬能插頭及變壓器，請與客房中心聯(lián)系，為安全起見，法律禁止在客房內(nèi)私自使用暖氣或烹調(diào)設(shè)備。緊急事件如有緊急事件發(fā)生，請與接線生聯(lián)系。內(nèi)線：傳真酒店傳真號是：，需要發(fā)傳真時，請與一樓商務(wù)中心聯(lián)系，營業(yè)時間：每天上午8:00至晚上23:30，營業(yè)時間外請與前臺聯(lián)系。沖洗膠卷請與商務(wù)中心聯(lián)系。內(nèi)線：防火措施酒店內(nèi)備有全套消防設(shè)備，請參閱掛在房門背后的“消防圖” ，以了解緊急疏散路線?？头康囊鹿駜?nèi)亦備有防火自救面具，酒店與本市各有關(guān)部門通力合作，保證采取一切預(yù)防措施，以確保賓客之安全，發(fā)生火警時撥“0”與接線生聯(lián)系，并告之所在位置。吹風(fēng)機(jī)裝置在客房洗手間內(nèi)國際直撥長途（IDD）客房內(nèi)可直撥國際長途，具體撥號程序及地區(qū)代號，請翻閱“電話指南”一欄，每次撥號對方響鈴6聲開始計(jì)費(fèi)?；ヂ?lián)網(wǎng)酒店所有房間配有高速寬帶接口，部分高級客房配有品牌電腦，請您在利用我們的網(wǎng)絡(luò)時，不要進(jìn)行任何違反法律以及危害國家利益的行為。同時，請您明白，網(wǎng)絡(luò)上的不安全因素總是存在的，對因此造成的損失，我們概不負(fù)責(zé)。洗衣服務(wù)酒店提供專業(yè)水洗、干系及燙衣服務(wù)。衣柜內(nèi)備有價目表及洗衣袋，服務(wù)時間上午8:00至晚上21:00時，另設(shè)有加快服務(wù)。本市電話請先撥“9” ，然后再撥打電話。失物招領(lǐng)請與客房服務(wù)中心聯(lián)系。內(nèi)線：行李服務(wù)請與大堂禮賓部聯(lián)系。內(nèi)線：客房小酒吧客房小酒吧每日添置飲品，如需其它物品或其它種類飲品，請與客房服務(wù)中心聯(lián)系。為方便快速辦理離店手續(xù)，請于退房當(dāng)日將小酒吧賬單填好后直接送交至前臺收銀處?？头侩娫捖?lián)系請撥“ ”與接線生聯(lián)系。保險箱如有貴重物品保管，請聯(lián)絡(luò)前臺處收銀。閣下如在房間或酒店公共場所遺失任何物品，本酒店概不負(fù)責(zé)?？头看皯魹榱四陌踩鹨?，酒店不提倡賓客打開客房窗戶。計(jì)程車服務(wù)請與大堂禮賓部聯(lián)系，內(nèi)線：市區(qū)旅游觀光有關(guān)詳情及具體安排，請與大堂禮賓部聯(lián)系。內(nèi)線：訪客根據(jù)常德市公安局的有關(guān)規(guī)定，所有來訪者需出示有效身份證件，并在前臺進(jìn)行來訪登記。晚11時至早晨7時，訪客不得在客房內(nèi)逗留。起床喚醒服務(wù)如需起床喚醒服務(wù)，請與接線生聯(lián)系。內(nèi)線：寵物酒店內(nèi)請勿攜帶寵物Front OfficeThe Front Desk has been established to provide quick response to telephone requests in the following areas.Reception/Cashier:接待處 check:收銀處Duty Manager: 大堂副理 Concierge:禮賓部Housekeeping DepartmentHousekeeping:客房部LaundryEngineering Department:工程部Dial:客房部Air-conditionedYour room is full air-conditioned. You may adjust the ventilation and the temperaturelevel on the wall mounted thermostat .Please contact Housekeeping Department Business CenterLocated on the first floor, Open everyday from 8:00amo11:30pm.Dial:商務(wù)中心Check-Out TimeCheck-out time is 12:00 noon, Please contact Front Desk should you require anextension, If you need any requires, Please dial:前臺接待ConciergeLocated in the Lobby. Provides baggage collection, delivery and storage, as well as airport transportation and limousine arrangements .dial:禮賓部Credit CardWe are pleased to accept: American Express, Master Card, Visa Card, diners, JCB, Peony and Great wall Credit Card.Domestic Direct Dial (DDD)The telephone in your room is equipped with Domestic Direct Dialing (DDD)facilities, Please refer to the TELEPHONE DIRECTORY section for detailsand dialing codes, Please be advised that all calls will be charged after sixrings.Door BoltPlease use the door bolt of roomDo Not DisturbA button at the living room the Do Not Disturb indicator outside your room toensure your privacy, This button also disengages your doorbell, If your wish tohave your call screened, Or do not wish to be disturbed by telephone calls, pleasecall Operator,Dial:總臺Drinking WaterMineral water is provided in the Mini Bar. Tap water is not potable, You can useimmersion heater if you need boiled water,Duty ManagerFor any assistance required during your stay, please contact Duty Manager at theLobbyDial:接待處ElectricityRooms are equipped with 220 VOLT/50 WATT outlets located by the writing desk.Adaptors and transformers are available from Housekeeping. In the interest ofsafety, the use of private heating is not permitted in guest rooms in accordancewith local regulationsEmergencyIn the event of an emergency, please contact Operator. Dial:接待處FaxOur fax number is (86-736)7155099. If you want to send a fax, please contactBusiness Center on the lth floor. It is open from 8:00 am to 11:00 pm every day.You can connect with the Front Desk during the buiness time outside. Theextension is 前臺電話Film ProcessingPlease contact Business Center on the floor. Dial:商務(wù)中心Fire ProcedureThe hotel is full equipped with sophisticated fire detection and preventionsystems. Please study the fire escape plan mounted on your room door as aprecautionary measure, Fire Escape masks are provided in the closet of yourroom. In accordance with requirements of the local authorities, the Managementtakes this opportunity to assure you that every precaution is constantly made toensure your safety. In case of fire, dial”0”toreport the location Zof affectedareaHair-DryerHair-Dryer is located in the Rest room,International Direct Dial (IDD)The telephone in your room is equipped with International Direct Dialing(DDD) facilities. Please refer to the TELEPHONE DIRECTORY section fordetails and dialing codes. Please note that calla will be charged after sixringsInternet AccessThe hotel is equipped with high-speed internet connection. Brand computer isprovided in the partial Deluxe room. When using the Ethernet and the Internet,please dont do anything unlawful. And please be aware that Hotel doesnt holdresponsibility for any loss or damage resulting from the use of the Hotel Ethernetand the InternetLaundry/Dry CleaningProfessional dry Cleaning, laundry and pressing services are available Itemscollected before noon will be returned on the same day. Service hour:8:00am to21:00Pm.Express service is availableLaundry/dry cleaning lists and bags are available in a desk drawer.Local callsPlease call 9 followed by the telephone number.Lost and FoundPlease call Housekeeping center of assistance.Dial:前臺接待Luggage ServicePlease contact concierge. Dial:禮賓部Mini-BarYour Mini-bar will be replenished. Should you require more of any items or amore comprehensive range of beverages, please contact Housekeeping. For fastcheck-out on the day of your departure, please complete your mini-bar voucherand hand it to the cashier.Room to Room CallPlease dial接待處 for Operator assistanceSafe Deposit BoxesAdditional safe deposit boxes are available at the reception. The hotel will not beliable for whatever you have lost in the guest room public areas inside the hotelWindowsFor your safety and security. Hotel normally discourages, the guest to open thewindow of room.Taxi ServicePlease contact concierge Dial:接待處Tours Sightsee tingFor tour information and arrangements, please concierge. Dial:接待處VisitorsIn the interests of your safety, and security all visitors are required to leaveguest rooms by 11:00pm Local laws stipulate that anyone visiting youbeyond 7:00am or staying with you as a guest in your room must beregistered with the HotelWake-up CallPlease call Operator for assistance. Dial:接待處PetsPets are not allowed in the hotel.位置 電話營業(yè)時間為商務(wù)旅行者提供：旅途中之辦公室，包括專業(yè)服務(wù)、傳真、復(fù)印、辦公室出租、會議設(shè)備及設(shè)施的租用、名片印刷、郵政服務(wù)、個人電腦出租、為閣下提供方便。印刷和復(fù)印可代為制作名片、個人信箋及其它文件的印刷，同時提供復(fù)印、校隊(duì)和裝訂服務(wù)快遞國際及國內(nèi)快遞服務(wù)傳真全球范圍即時的傳真請閣下在使用傳真服務(wù)前仔細(xì)閱讀下列聲明：酒店將不承擔(dān)其在所提供的服務(wù)傳真中可能涉及傳真內(nèi)容遺漏或失誤之責(zé)任，酒店亦不對由當(dāng)事方或第三者提供出任何要求酒店承擔(dān)由此所導(dǎo)致其相關(guān)之部分或全部損失之賠償負(fù)責(zé)。商務(wù)參考資料提供最近期的商務(wù)雜志、貿(mào)易指南及其它指南LOCATIONDIALOPEN DAILY FROMWe provide busy business travelers with an “office away from the office” ourbusiness Center offers professional secretarial services, facsimile andphotocopying facilities, offices for rental conference equipment and facilitiesname card printing, courier service and binding services rentalPrinting and PhotocopyingPrinting of business cards, personalized for word processing requirements can bearranged. Photocopying, collating and binging services are available.Courier ServiceWorldwide and local courier service is available.FacsimilePrompt facsimile to destinations all over the world can be sent from the BusinessCenterThe following disclaimer appears on our faxes:The Hotel shall not be responsible for any loss or damage howsoever arising in theprovision of this facsimile service I/we shall indemnify the Hotel for anyclaims by any third party against the Hotel or loss or damage suffered by the Hotelhowsoever caused by or in connection with the provision of this service.Business Reference LibraryCurrent business magazines, trade directories and other indexes are available.閣下房間的電話機(jī)設(shè)有國際與國內(nèi)直撥電話服務(wù)1、 卡付費(fèi)電話請先撥“9”2、 再撥有關(guān)號碼房間直撥請直撥分機(jī)號碼（房間電話機(jī)上標(biāo)示），如需協(xié)助請撥“ ”與接線生聯(lián)絡(luò)如何撥市內(nèi)電話1、 請點(diǎn)撥“9”外線2、 再撥電話號碼如何直撥國內(nèi)電話1、 拿起話筒，聽到撥號音后再開始撥號2、 先撥“9”3、 接著撥地區(qū)編碼4、 再撥對方電話號碼為閣下?lián)芡晏柎a后，或需等待10秒電話方能接通為了避免撥錯號碼，請預(yù)先將閣下想撥的國內(nèi)電話號碼寫下通話完畢，請確定將電話掛好閣下需知的區(qū)域編碼，若不在本冊內(nèi)，請撥“ ”向客房中心詢問，請注意某些國內(nèi)區(qū)域是沒有國內(nèi)直撥電話服務(wù)的。如何直撥國際電話1、 拿起話筒，聽到撥號音后再開始撥號2、 先撥“9”3、 然后撥“00”4、 接著撥國家編碼及地區(qū)編碼5、 最后撥對方的電話號碼當(dāng)閣下?lián)芡晏柎a后，或需等待20秒電話方能接通為了避免撥錯號碼，請預(yù)先將閣下想撥的國際電話號碼寫下通話完畢，請確定將電話掛好閣下需知的區(qū)域或國家編碼，若不在本冊內(nèi)，請撥“ ”向客房中心詢問。請注意，某些區(qū)域或國家是沒有國際直撥電話服務(wù)的。Domestic Direct (DDD) and International Direct Dialing (DDD) are available onyour room telephone.Dial “9” for operator assistanceRoom to Room CallsPlease dial the extention(the room number). If you need any help, please“83188” for operator assistanceHow to make a Local Call1、 Dial “9” to get an outside line.2、 Dial the telephone number or called party.How to make a Domestic Direct Dial (DDD) call1、 Commence dialing only after you hear the dial tone.2、 Dial “9” 3、 Followed by area code of city required.4、 Dial the telephone number of called partyThere may be a waiting period of up to 10 seconds before your line is connected.It is advisable to write down the complete number before dialing to avoid errors.After completing your call, please ensure the handset is replaced securely on thetelephone set.If you are unable to locate the code for the city you require, please touch “ 83198”for Guest Service Center assistance . Please note that DDD may not be available insome cities.How to make an International Direct Dial (DDD) call1、 Commence dialing only after you hear the dial tone.2、 Dial “ 9 “3、 Dial “00”4、 Follow by the Country Code and Area Code.5、 Dial the telephone number of called partyThere may be a waiting period of up to 20 seconds before your line is connectedIt is advisable to write down the complete number before dialing to avoid errors.After completing your call , please ensure the handset is replaced securely on thetelephone set.If you are unable to locate the area code for the city or country you require, pleasetouch “89198” for Guest Service Center assistance. Please note that some countriesmay not have IDD access.國家時差（HRS)直撥號國家編碼城市編號COUNTRYTIMEIDDCOUNTRYAREA阿根延-1900541ARGENTINACORDOBA51ROSARIO41SANTIAGO85澳大利亞+290061ADELAIDE8BRISBANE73CAIRNS70CANBERRA62DARWIN89MELBOURNE39NEWCASTLE49PERTH9SYDNEY29奧地利-790043SALZBURG662AustriaVIENNA1比利時-790032BRUSSELA2Belgium巴西-1190055BRZILIA61BrazilRIN DEJANEIRO21SAN PULO11加拿大9001CALGARY403CanadaEDMONTON403HAMILTON416MONTREAL514OTTAWA613TORONTO416VANCOUVER604WINNIPEG204丹麥90045COPENHAGENDenmark(INNER AREA)1(OUTER AREA)2HOVER7埃及90020ALEXANDRIA3EgyptCAIRO2國家時差（HRS)直撥號國家編碼城市編號COUNTRYTIMEIDDCOUNTRYAREA南非-690027CAPETOWN21South AfricaJOHANNESBURG11PRETORLA12西班牙-890034BARCELONA3SpainBILBAO4MADRID1瑞典-790046COTEMBORG31SwedenSTOCKHOLM8瑞士-741BERN31Switzerland900GENEVA22LAUSANNE21ZURICH1泰國-190066BANGKOK2ThailandCHIANGMAI53PATTAYA38PHUKET76美國-13to-189001CHICAGO312AmericaHAWAII808LOSANGELES213MIAMI305NEWYORKCITY212SANFRANCISO415WASHINGTON.DC202英國-890044BIRMINGHAM121BritainEDINBURGH131LONDON(INNER)171(OUTER)181MANCHESTER161城市CITY直撥號區(qū)域DDD CODEAREA CODE北京BEIJING9010長春CHANGCHUN90431長沙CHANGSHA90731成都CHENGDU9028重慶CHONGQING9023福州FUZHOU90591廣州GUANGZHOU9020桂林GUILIN90773貴陽GUIYANG90851哈爾濱HAERBIN90451海口HAIKOU90898杭州HANGZHOU90571合肥HEFEI90551香港HONGKONG(IDD)9052澳門MACAU(IDD)90853呼和浩特HUHEHAOTE90471吉林JILIN90432濟(jì)南JINAN90531昆明KUNMING90871蘭州LANZHOU90931城市CITY直撥號區(qū)域DDD CODEAREA CODE拉薩LASA90891南昌NANCHANG90791南京NANJING9025南寧NANNING90771秦皇島QINHUANGDAO90335青島QINGDAO90532三亞SANYA90898上海SHANGHAI9021沈陽SHENYANG9024深圳SHENZHEN90755石家莊SHIJIAZHUANG90311蘇州SUZHOU90512太原TAIYUAN90351天津TIANJIN9022武漢WUHAN9027烏魯木齊WULUMUQI90991廈門XIAMEN90592西安XIAN9029西寧XINING90971銀川YINCHUAN90951鄭州ZHENZHOU90371珠海ZHUHAI90756品名單位賠償價格(RMB)品名單位賠償價格(RMB)ArticleUnitCompensationArticleUnitCompensation沙發(fā)張4000元男士衣架個40元SofaMans Clothes Rack床單床150元女士衣架個30元SheetWomans Clothes Rack被套床150元茶幾張1000元Quilt CoverEnd Table枕套個45元圈椅把500元Pillow slipArm Chair Upholstery被芯床200元梳妝臺鏡面塊500元Quilt InnerDressing Table Mirror枕芯個50元浴室鏡面塊500元Pillow InnerBathroom 床護(hù)墊床180元浴缸個2000元MattressBathroom 窗簾個800元花灑個300元CurtainBathtub席夢思張2000元水龍頭個200元Spring MattressTap浴巾?xiàng)l60元面盆個500元Bath TowelsWash Basin面巾?xiàng)l20元馬桶個1000元Face TowelsClosestool方巾?xiàng)l10元馬桶蓋個300元Squarc TowelsClsestool Cover地巾?xiàng)l45元馬桶水箱個300元Bath MatWater Tank洗衣袋個30元馬桶水箱蓋個2000元Laundary BagWater Tank Cover祝您晚安牌個30元冰桶個50元Good night” licensingIce bucket皮制托盤個80元自動麻將機(jī)張3500元Leather traysAutomatic Mahjong Machine自動麻將副300元小冰箱臺500元Automatic Mahjong machinesmall refrigerator大冰箱臺3500元廚具套2000元Large refrigeratorKitchen品名單位賠償價格(RMB)品名單位賠償價格(RMB)ArticleUnitCompensationArticleUnitCompensation電視機(jī)臺5000元座式電話機(jī)部200元TV SetStock Telephone遙控器個300元壁畫張480元Remote ControlMural電腦臺6000元房門鎖把800元ComputerLocker鍵盤個300元吹風(fēng)機(jī)個200元KeyboardHairdryer鼠標(biāo)個50元服務(wù)指南個50元MouseDirectory Of Service手電筒個30元便簽本個20元Electric TorchScratch Pad落地?zé)襞_300元防毒面具個50元Stand LampGas Mask日本雷士吊燈臺2000元地毯煙洞平方厘米100元Droplight Of CnlesCarpet Flue電水壺個150元沙發(fā)煙洞平方厘米200元Electric Jug KettleSofa Flue冷水壺個50元被單污染平方厘米20元Ice BucketCoverlet Smutch口杯個10元床頭柜煙洞平方厘米50元CupBed stand Flue紅酒杯個30元煙灰缸（大）個30元Red Wine GlassAshtray (large)茶杯個15元煙灰缸（?。﹤€15元TeacuAshtray (small)遙控器套個50元不銹鋼垃圾桶個80元Remote control umitsStainless steel trash頂燈個500元阻燃垃圾桶個30元Top lightFlame-retardant trash保險柜臺600元面巾紙盒個50元SafeTissue box餐桌張1000元小花瓶個10元TableSmall vasel 酒店具有完善的消防及防火監(jiān)測系統(tǒng)，以防萬一，請參觀房間門后的消防疏散圖以留意防火通道的位置。酒店將時刻執(zhí)行一切預(yù)防措施，以保證閣下的安全。l 酒店有保安人員定時巡邏，若在樓層發(fā)現(xiàn)可疑人員請與前臺聯(lián)系。l 請留意各防火通道的位置，萬一有火情或濃煙時，請保持冷靜并疏散至就近的防火通道。l 酒店員工都穿著制服及佩戴名牌，請閣下必須確認(rèn)是本酒店工作人員后才準(zhǔn)他/她進(jìn)入閣下的客房內(nèi)。l 保險箱設(shè)在本酒店的前臺收銀處，為了閣下的方便起見，貴重物品保管，請聯(lián)系前臺收銀處，酒店對任何財(cái)務(wù)的遺失概不負(fù)責(zé)。l 倘若閣下不愿意別人打擾，情將門外“請勿打擾”的指示燈亮著并栓上保險鎖。l 由于安全原因，請?jiān)L客于23:00前離開，如需住宿須在前臺登記。酒店規(guī)章1、 每位住客都應(yīng)出示有效證件以證