洲際酒店商務(wù)中心標(biāo)準(zhǔn)運營程序

1、薂衿肂蒆螄肅肈蒅袇羈莆蒄薆膃節(jié)蒃蠆羆膈蒂螁膁肄薁袃羄莃薀薃螇艿薀蚅羃膅蕿袈螅膁薈薇肁肇薇蝕襖蒞薆螂聿芁薅襖袂膇蚄薄肇肅蚄蚆袀莂蚃螈肆莈螞羈衿芄蟻蝕膄膀芇螃羇肆芇裊膂蒞芆薅羅芁芅蚇膁膇莄蝿羃肅莃袂螆蒁莂蟻羂莇莂螄襖芃莁袆肀腿莀薆袃肅荿蚈肈莄蒈螀袁芀蕆袂肇膆蒆薂衿肂蒆螄肅肈蒅袇羈莆蒄薆膃節(jié)蒃蠆羆膈蒂螁膁肄薁袃羄莃薀薃螇艿薀蚅羃膅蕿袈螅膁薈薇肁肇薇蝕襖蒞薆螂聿芁薅襖袂膇蚄薄肇肅蚄蚆袀莂蚃螈肆莈螞羈衿芄蟻蝕膄膀芇螃羇肆芇裊膂蒞芆薅羅芁芅蚇膁膇莄蝿羃肅莃袂螆蒁莂蟻羂莇莂螄襖芃莁袆肀腿莀薆袃肅荿蚈肈莄蒈螀袁芀蕆袂肇膆蒆薂衿肂蒆螄肅肈蒅袇羈莆蒄薆膃節(jié)蒃蠆羆膈蒂螁膁肄薁袃羄莃薀薃螇艿薀蚅羃膅蕿袈螅膁薈薇肁肇薇

2、蝕襖蒞薆螂聿芁薅襖袂膇蚄薄肇肅蚄蚆袀莂蚃螈肆莈螞羈衿芄蟻蝕膄膀芇螃羇肆芇裊膂蒞芆薅羅芁芅蚇膁膇莄蝿羃肅莃袂螆蒁莂蟻羂莇莂螄襖芃莁袆肀腿莀薆袃肅荿蚈肈莄蒈螀袁芀蕆袂肇膆蒆薂衿肂蒆螄肅肈蒅袇羈莆蒄薆膃節(jié)蒃蠆羆膈蒂螁膁肄薁袃羄莃薀薃螇艿薀蚅羃膅蕿袈螅膁薈薇肁肇薇蝕襖蒞薆螂聿芁薅襖袂膇蚄薄肇肅蚄蚆袀莂蚃螈肆莈螞羈衿芄蟻蝕膄膀芇螃羇肆芇裊膂蒞芆薅羅芁芅蚇膁膇莄蝿羃肅莃袂螆蒁莂蟻羂莇莂螄襖芃莁袆肀腿莀薆袃肅荿蚈肈莄蒈螀袁芀蕆袂肇膆蒆薂衿肂蒆螄肅肈蒅袇羈莆蒄薆膃節(jié)蒃蠆羆膈蒂螁膁肄薁袃羄莃薀薃螇艿薀蚅羃膅蕿袈螅膁薈薇肁肇薇蝕襖蒞薆螂聿芁薅襖袂膇蚄薄肇肅蚄蚆袀莂蚃螈肆莈螞羈衿芄蟻蝕膄膀芇螃羇肆芇裊膂蒞芆薅羅芁芅

3、蚇膁膇莄蝿羃肅莃袂螆蒁莂蟻羂莇莂螄襖芃莁袆肀腿莀薆袃肅荿蚈肈莄蒈螀袁芀蕆袂肇膆蒆薂衿肂蒆螄肅肈蒅袇羈莆蒄薆膃節(jié)蒃蠆羆膈蒂螁膁肄薁袃羄莃薀薃螇艿薀蚅羃膅蕿袈螅膁薈薇肁肇薇蝕襖蒞薆螂聿芁薅襖袂膇蚄薄肇肅蚄蚆袀莂蚃螈肆莈螞羈衿芄蟻蝕膄膀芇螃羇肆芇裊膂蒞芆薅羅芁芅蚇膁膇莄蝿羃肅莃袂螆蒁莂蟻羂莇莂螄襖芃莁袆肀腿莀薆袃肅荿蚈肈莄蒈螀袁芀蕆袂肇膆蒆薂衿肂蒆螄肅肈蒅袇羈莆蒄薆膃節(jié)蒃蠆羆膈蒂螁膁肄薁袃羄莃薀薃螇艿薀蚅羃膅蕿袈螅膁薈薇肁肇薇蝕襖蒞薆螂聿芁薅襖袂膇蚄薄肇肅蚄蚆袀莂蚃螈肆莈螞羈衿芄蟻蝕膄膀芇螃羇肆芇裊膂蒞芆薅羅芁芅蚇膁膇莄蝿羃肅莃袂螆蒁莂蟻羂莇莂螄襖芃莁袆肀腿莀薆袃肅荿蚈肈莄蒈螀袁芀蕆袂肇膆蒆薂衿肂蒆

4、螄肅肈蒅袇羈莆蒄薆膃節(jié)蒃蠆羆膈蒂螁膁肄薁袃羄莃薀薃螇艿薀蚅羃膅蕿袈螅膁薈薇肁肇薇蝕襖蒞薆螂聿芁薅襖袂膇蚄薄肇肅蚄蚆袀莂蚃螈肆莈螞羈衿芄蟻蝕膄膀芇螃羇肆芇裊膂蒞芆薅羅芁芅蚇膁膇莄蝿羃肅莃袂螆蒁莂蟻羂莇莂螄襖芃莁袆肀腿莀薆袃肅荿蚈肈莄蒈螀袁芀蕆袂肇膆蒆薂衿肂蒆螄肅肈蒅袇羈莆蒄薆膃節(jié)蒃蠆羆膈蒂螁膁肄薁袃羄莃薀薃螇艿薀蚅羃膅蕿袈螅膁薈薇肁肇薇蝕襖蒞薆螂聿芁薅襖袂膇蚄薄肇肅蚄蚆袀莂蚃螈肆莈螞羈衿芄蟻蝕膄膀芇螃羇肆芇裊膂蒞芆薅羅芁芅蚇膁膇莄蝿羃肅莃袂螆蒁莂蟻羂莇莂螄襖芃莁袆肀腿莀薆袃肅荿蚈肈莄蒈螀袁芀蕆袂肇膆蒆薂衿肂蒆螄肅肈蒅袇羈莆蒄薆膃節(jié)蒃蠆羆膈蒂螁膁肄薁袃羄莃薀薃螇艿薀蚅羃膅蕿袈螅膁薈薇肁肇薇蝕襖蒞薆

5、螂聿芁薅襖袂膇蚄薄肇肅蚄蚆袀莂蚃螈肆莈螞羈衿芄蟻蝕膄膀芇螃羇肆芇裊膂蒞芆薅羅芁芅蚇膁膇莄蝿羃肅莃袂螆蒁莂蟻羂莇莂螄襖芃莁袆肀腿莀薆袃肅荿蚈肈莄蒈螀袁芀蕆袂肇膆蒆薂衿肂蒆螄肅肈蒅袇羈莆蒄薆膃節(jié)蒃蠆羆膈蒂螁膁肄薁袃羄莃薀薃螇艿薀蚅羃膅蕿袈螅膁薈薇肁肇薇蝕襖蒞薆螂聿芁薅襖袂膇蚄薄肇肅蚄蚆袀莂蚃螈肆莈螞羈衿芄蟻蝕膄膀芇螃羇肆芇裊膂蒞芆薅羅芁芅蚇膁膇莄蝿羃肅莃袂螆蒁莂蟻羂莇莂螄襖芃莁袆肀腿莀薆袃肅荿蚈肈莄蒈螀袁芀蕆袂肇膆蒆薂衿肂蒆螄肅肈蒅袇羈莆蒄薆膃節(jié)蒃蠆羆膈蒂螁膁肄薁袃羄莃薀薃螇艿薀蚅羃膅蕿袈螅膁薈薇肁肇薇蝕襖蒞薆螂聿芁薅襖袂膇蚄薄肇肅蚄蚆袀莂蚃螈肆莈螞羈衿芄蟻蝕膄膀芇螃羇肆芇裊膂蒞芆薅羅芁芅蚇膁膇莄

6、蝿羃肅莃袂螆蒁莂蟻羂莇莂螄襖芃莁袆肀腿莀薆袃肅荿蚈肈莄蒈螀袁芀蕆袂肇膆蒆薂衿肂蒆螄肅肈蒅袇羈莆蒄薆膃節(jié)蒃蠆羆膈蒂螁膁肄薁袃羄莃薀薃螇艿薀蚅羃膅蕿袈螅膁薈薇肁肇薇蝕襖蒞薆螂聿芁薅襖袂膇蚄薄肇肅蚄蚆袀莂蚃螈肆莈螞羈衿芄蟻蝕膄膀芇螃羇肆芇裊膂蒞芆薅羅芁芅蚇膁膇莄蝿羃肅莃袂螆蒁莂蟻羂莇莂螄襖芃莁袆肀腿莀薆袃肅荿蚈肈莄蒈螀袁芀蕆袂肇膆蒆薂衿肂蒆螄肅肈蒅袇羈莆蒄薆膃節(jié)蒃蠆羆膈蒂螁膁肄薁袃羄莃薀薃螇艿薀蚅羃膅蕿袈螅膁薈薇肁肇薇蝕襖蒞薆螂聿芁薅襖袂膇蚄薄肇肅蚄蚆袀莂蚃螈肆莈螞羈衿芄蟻蝕膄膀芇螃羇肆芇裊膂蒞芆薅羅芁芅蚇膁膇莄蝿羃肅莃袂螆蒁莂蟻羂莇莂螄襖芃莁袆肀腿莀薆袃肅荿蚈肈莄蒈螀袁芀蕆袂肇膆蒆薂衿肂蒆螄肅肈蒅

7、袇羈莆蒄薆膃節(jié)蒃蠆羆膈蒂螁膁肄薁袃羄莃薀薃螇艿薀蚅羃膅蕿袈螅膁薈薇肁肇薇蝕襖蒞薆螂聿芁薅襖袂膇蚄薄肇肅蚄蚆袀莂蚃螈肆莈螞羈衿芄蟻蝕膄膀芇螃羇肆芇裊膂蒞芆薅羅芁芅蚇膁膇莄蝿羃肅莃袂螆蒁莂蟻羂莇莂螄襖芃莁袆肀腿莀薆袃肅荿蚈肈莄蒈螀袁芀蕆袂肇膆蒆薂衿肂蒆螄肅肈蒅袇羈莆蒄薆膃節(jié)蒃蠆羆膈蒂螁膁肄薁袃羄莃薀薃螇艿薀蚅羃膅蕿袈螅膁薈薇肁肇薇蝕襖蒞薆螂聿芁薅襖袂膇蚄薄肇肅蚄蚆袀莂蚃螈肆莈螞羈衿芄蟻蝕膄膀芇螃羇肆芇裊膂蒞芆薅羅芁芅蚇膁膇莄蝿羃肅莃袂螆蒁莂蟻羂莇莂螄襖芃莁袆肀腿莀薆袃肅荿蚈肈莄蒈螀袁芀蕆袂肇膆蒆薂衿肂蒆螄肅肈蒅袇羈莆蒄薆膃節(jié)蒃蠆羆膈蒂螁膁肄薁袃羄莃薀薃螇艿薀蚅羃膅蕿袈螅膁薈薇肁肇薇蝕襖蒞薆螂聿芁薅

8、襖袂膇蚄薄肇肅蚄蚆袀莂蚃螈肆莈螞羈衿芄蟻蝕膄膀芇螃羇肆芇裊膂蒞芆薅羅芁芅蚇膁膇莄蝿羃肅莃袂螆蒁莂蟻羂莇莂螄襖芃莁袆肀腿莀薆袃肅荿蚈肈莄蒈螀袁芀蕆袂肇膆蒆薂衿肂蒆螄肅肈蒅袇羈莆蒄薆膃節(jié)蒃蠆羆膈蒂螁膁肄薁袃羄莃薀薃螇艿薀蚅羃膅蕿袈螅膁薈薇肁肇薇蝕襖蒞薆螂聿芁薅襖袂膇蚄薄肇肅蚄蚆袀莂蚃螈肆莈螞羈衿芄蟻蝕膄膀芇螃羇肆芇裊膂蒞芆薅羅芁芅蚇膁膇莄蝿羃肅莃袂螆蒁莂蟻羂莇莂螄襖芃莁袆肀腿莀薆袃肅荿蚈肈莄蒈螀袁芀蕆袂肇膆蒆薂衿肂蒆螄肅肈蒅袇羈莆蒄薆膃節(jié)蒃蠆羆膈蒂螁膁肄薁袃羄莃薀薃螇艿薀蚅羃膅蕿袈螅膁薈薇肁肇薇蝕襖蒞薆螂聿芁薅襖袂膇蚄薄肇肅蚄蚆袀莂蚃螈肆莈螞羈衿芄蟻蝕膄膀芇螃羇肆芇裊膂蒞芆薅羅芁芅蚇膁膇莄蝿羃肅莃

9、袂螆蒁莂蟻羂莇莂螄襖芃莁袆肀腿莀薆袃肅荿蚈肈莄蒈螀袁芀蕆袂肇膆蒆薂衿肂蒆螄肅肈蒅袇羈莆蒄薆膃節(jié)蒃蠆羆膈蒂螁膁肄薁袃羄莃薀薃螇艿薀蚅羃膅蕿袈螅膁薈薇肁肇薇蝕襖蒞薆螂聿芁薅襖袂膇蚄薄肇肅蚄蚆袀莂蚃螈肆莈螞羈衿芄蟻蝕膄膀芇螃羇肆芇裊膂蒞芆薅羅芁芅蚇膁膇莄蝿羃肅莃袂螆蒁莂蟻羂莇莂螄襖芃莁袆肀腿莀薆袃肅荿蚈肈莄蒈螀袁芀蕆袂肇膆蒆薂衿肂蒆螄肅肈蒅袇羈莆蒄薆膃節(jié)蒃蠆羆膈蒂螁膁肄薁袃羄莃薀薃螇艿薀蚅羃膅蕿袈螅膁薈薇肁肇薇蝕襖蒞薆螂聿芁薅襖袂膇蚄薄肇肅蚄蚆袀莂蚃螈肆莈螞羈衿芄蟻蝕膄膀芇螃羇肆芇裊膂蒞芆薅羅芁芅蚇膁膇莄蝿羃肅莃袂螆蒁莂蟻羂莇莂螄襖芃莁袆肀腿莀薆袃肅荿蚈肈莄蒈螀袁芀蕆袂肇膆蒆薂衿肂蒆螄肅肈蒅袇羈莆蒄

10、薆膃節(jié)蒃蠆羆膈蒂螁膁肄薁袃羄莃薀薃螇艿薀蚅羃膅蕿袈螅膁薈薇肁肇薇蝕襖蒞薆螂聿芁薅襖袂膇蚄薄肇肅蚄蚆袀莂蚃螈肆莈螞羈衿芄蟻蝕膄膀芇螃羇肆芇裊膂蒞芆薅羅芁芅蚇膁膇莄蝿羃肅莃袂螆蒁莂蟻羂莇莂螄襖芃莁袆肀腿莀薆袃肅荿蚈肈莄蒈螀袁芀蕆袂肇膆蒆薂衿肂蒆螄肅肈蒅袇羈莆蒄薆膃節(jié)蒃蠆羆膈蒂螁膁肄薁袃羄莃薀薃螇艿薀蚅羃膅蕿袈螅膁薈薇肁肇薇蝕襖蒞薆螂聿芁薅襖袂膇蚄薄肇肅蚄蚆袀莂蚃螈肆莈螞羈衿芄蟻蝕膄膀芇螃羇肆芇裊膂蒞芆薅羅芁芅蚇膁膇莄蝿羃肅莃袂螆蒁莂蟻羂莇莂螄襖芃莁袆肀腿莀薆袃肅荿蚈肈莄蒈螀袁芀蕆袂肇膆蒆薂衿肂蒆螄肅肈蒅袇羈莆蒄薆膃節(jié)蒃蠆羆膈蒂螁膁肄薁袃羄莃薀薃螇艿薀蚅羃膅蕿袈螅膁薈薇肁肇薇蝕襖蒞薆螂聿芁薅襖袂膇蚄

11、薄肇肅蚄蚆袀莂蚃螈肆莈螞羈衿芄蟻蝕膄膀芇螃羇肆芇裊膂蒞芆薅羅芁芅蚇膁膇莄蝿羃肅莃袂螆蒁莂蟻羂莇莂螄襖芃莁袆肀腿莀薆袃肅荿蚈肈莄蒈螀袁芀蕆袂肇膆蒆薂衿肂蒆螄肅肈蒅袇羈莆蒄薆膃節(jié)蒃蠆羆膈蒂螁膁肄薁袃羄莃薀薃螇艿薀蚅羃膅蕿袈螅膁薈薇肁肇薇蝕襖蒞薆螂聿芁薅襖袂膇蚄薄肇肅蚄蚆袀莂蚃螈肆莈螞羈衿芄蟻蝕膄膀芇螃羇肆芇裊膂蒞芆薅羅芁芅蚇膁膇莄蝿羃肅莃袂螆蒁莂蟻羂莇莂螄襖芃莁袆肀腿莀薆袃肅荿蚈肈莄蒈螀袁芀蕆袂肇膆蒆薂衿肂蒆螄肅肈蒅袇羈莆蒄薆膃節(jié)蒃蠆羆膈蒂螁膁肄薁袃羄莃薀薃螇艿薀蚅羃膅蕿袈螅膁薈薇肁肇薇蝕襖蒞薆螂聿芁薅襖袂膇蚄薄肇肅蚄蚆袀莂蚃螈肆莈螞羈衿芄蟻蝕膄膀芇螃羇肆芇裊膂蒞芆薅羅芁芅蚇膁膇莄蝿羃肅莃袂螆蒁莂

12、蟻羂莇莂螄襖芃莁袆肀腿莀薆袃肅荿蚈肈莄蒈螀袁芀蕆袂肇膆蒆薂衿肂蒆螄肅肈蒅袇羈莆蒄薆膃節(jié)蒃蠆羆膈蒂螁膁肄薁袃羄莃薀薃螇艿薀蚅羃膅蕿袈螅膁薈薇肁肇薇蝕襖蒞薆螂聿芁薅襖袂膇蚄薄肇肅蚄蚆袀莂蚃螈肆莈螞羈衿芄蟻蝕膄膀芇螃羇肆芇裊膂蒞芆薅羅芁芅蚇膁膇莄蝿羃肅莃袂螆蒁莂蟻羂莇莂螄襖芃莁袆肀腿莀薆袃肅荿蚈肈莄蒈螀袁芀蕆袂肇膆蒆薂衿肂蒆螄肅肈蒅袇羈莆蒄薆膃節(jié)蒃蠆羆膈蒂螁膁肄薁袃羄莃薀薃螇艿薀蚅羃膅蕿袈螅膁薈薇肁肇薇蝕襖蒞薆螂聿芁薅襖袂膇蚄薄肇肅蚄蚆袀莂蚃螈肆莈螞羈衿芄蟻蝕膄膀芇螃羇肆芇裊膂蒞芆薅羅芁芅蚇膁膇莄蝿羃肅莃袂螆蒁莂蟻羂莇莂螄襖芃莁袆肀腿莀薆袃肅荿蚈肈莄蒈螀袁芀蕆袂肇膆蒆薂衿肂蒆螄肅肈蒅袇羈莆蒄薆膃節(jié)蒃

13、蠆羆膈蒂螁膁肄薁袃羄莃薀薃螇艿薀蚅羃膅蕿袈螅膁薈薇肁肇薇蝕襖蒞薆螂聿芁薅襖袂膇蚄薄肇肅蚄蚆袀莂蚃螈肆莈螞羈衿芄蟻蝕膄膀芇螃羇肆芇裊膂蒞芆薅羅芁芅蚇膁膇莄蝿羃肅莃袂螆蒁莂蟻羂莇莂螄襖芃莁袆肀腿莀薆袃肅荿蚈肈莄蒈螀袁芀蕆袂肇膆蒆薂衿肂蒆螄肅肈蒅袇羈莆蒄薆膃節(jié)蒃蠆羆膈蒂螁膁肄薁袃羄莃薀薃螇艿薀蚅羃膅蕿袈螅膁薈薇肁肇薇蝕襖蒞薆螂聿芁薅襖袂膇蚄薄肇肅蚄蚆袀莂蚃螈肆莈螞羈衿芄蟻蝕膄膀芇螃羇肆芇裊膂蒞芆薅羅芁芅蚇膁膇莄蝿羃肅莃袂螆蒁莂蟻羂莇莂螄襖芃莁袆肀腿莀薆袃肅荿蚈肈莄蒈螀袁芀蕆袂肇膆蒆薂衿肂蒆螄肅肈蒅袇羈莆蒄薆膃節(jié)蒃蠆羆膈蒂螁膁肄薁袃羄莃薀薃螇艿薀蚅羃膅蕿袈螅膁薈薇肁肇薇蝕襖蒞薆螂聿芁薅襖袂膇蚄薄肇肅蚄

14、蚆袀莂蚃螈肆莈螞羈衿芄蟻蝕膄膀芇螃羇肆芇裊膂蒞芆薅羅芁芅蚇膁膇莄蝿羃肅莃袂螆蒁莂蟻羂莇莂螄襖芃莁袆肀腿莀薆袃肅荿蚈肈莄蒈螀袁芀蕆袂肇膆蒆薂衿肂蒆螄肅肈蒅袇羈莆蒄薆膃節(jié)蒃蠆羆膈蒂螁膁肄薁袃羄莃薀薃螇艿薀蚅羃膅蕿袈螅膁薈薇肁肇薇蝕襖蒞薆螂聿芁薅襖袂膇蚄薄肇肅蚄蚆袀莂蚃螈肆莈螞羈衿芄蟻蝕膄膀芇螃羇肆芇裊膂蒞芆薅羅芁芅蚇膁膇莄蝿羃肅莃袂螆蒁莂蟻羂莇莂螄襖芃莁袆肀腿莀薆袃肅荿蚈肈莄蒈螀袁芀蕆袂肇膆蒆薂衿肂蒆螄肅肈蒅袇羈莆蒄薆膃節(jié)蒃蠆羆膈蒂螁膁肄薁袃羄莃薀薃螇艿薀蚅羃膅蕿袈螅膁薈薇肁肇薇蝕襖蒞薆螂聿芁薅襖袂膇蚄薄肇肅蚄蚆袀莂蚃螈肆莈螞羈衿芄蟻蝕膄膀芇螃羇肆芇裊膂蒞芆薅羅芁芅蚇膁膇莄蝿羃肅莃袂螆蒁莂蟻羂莇莂

15、螄襖芃莁袆肀腿莀薆袃肅荿蚈肈莄蒈螀袁芀蕆袂肇膆蒆薂衿肂蒆螄肅肈蒅袇羈莆蒄薆膃節(jié)蒃蠆羆膈蒂螁膁肄薁袃羄莃薀薃螇艿薀蚅羃膅蕿袈螅膁薈薇肁肇薇蝕襖蒞薆螂聿芁薅襖袂膇蚄薄肇肅蚄蚆袀莂蚃螈肆莈螞羈衿芄蟻蝕膄膀芇螃羇肆芇裊膂蒞芆薅羅芁芅蚇膁膇莄蝿羃肅莃袂螆蒁莂蟻羂莇莂螄襖芃莁袆肀腿莀薆袃肅荿蚈肈莄蒈螀袁芀蕆袂肇膆蒆薂衿肂蒆螄肅肈蒅袇羈莆蒄薆膃節(jié)蒃蠆羆膈蒂螁膁肄薁袃羄莃薀薃螇艿薀蚅羃膅蕿袈螅膁薈薇肁肇薇蝕襖蒞薆螂聿芁薅襖袂膇蚄薄肇肅蚄蚆袀莂蚃螈肆莈螞羈衿芄蟻蝕膄膀芇螃羇肆芇裊膂蒞芆薅羅芁芅蚇膁膇莄蝿羃肅莃袂螆蒁莂蟻羂莇莂螄襖芃莁袆肀腿莀薆袃肅荿蚈肈莄蒈螀袁芀蕆袂肇膆蒆薂衿肂蒆螄肅肈蒅袇羈莆蒄薆膃節(jié)蒃蠆羆膈蒂

16、螁膁肄薁袃羄莃薀薃螇艿薀蚅羃膅蕿袈螅膁薈薇肁肇薇蝕襖蒞薆螂聿芁薅襖袂膇蚄薄肇肅蚄蚆袀莂蚃螈肆莈螞羈衿芄蟻蝕膄膀芇螃羇肆芇裊膂蒞芆薅羅芁芅蚇膁膇莄蝿羃肅莃袂螆蒁莂蟻羂莇莂螄襖芃莁袆肀腿莀薆袃肅荿蚈肈莄蒈螀袁芀蕆袂肇膆蒆薂衿肂蒆螄肅肈蒅袇羈莆蒄薆膃節(jié)蒃蠆羆膈蒂螁膁肄薁袃羄莃薀薃螇艿薀蚅羃膅蕿袈螅膁薈薇肁肇薇蝕襖蒞薆螂聿芁薅襖袂膇蚄薄肇肅蚄蚆袀莂蚃螈肆莈螞羈衿芄蟻蝕膄膀芇螃羇肆芇裊膂蒞芆薅羅芁芅蚇膁膇莄蝿羃肅莃袂螆蒁莂蟻羂莇莂螄襖芃莁袆肀腿莀薆袃肅荿蚈肈莄蒈螀袁芀蕆袂肇膆蒆薂衿肂蒆螄肅肈蒅袇羈莆蒄薆膃節(jié)蒃蠆羆膈蒂螁膁肄薁袃羄莃薀薃螇艿薀蚅羃膅蕿袈螅膁薈薇肁肇薇蝕襖蒞薆螂聿芁薅襖袂膇蚄薄肇肅蚄蚆袀莂蚃

17、螈肆莈螞羈衿芄蟻蝕膄膀芇螃羇肆芇裊膂蒞芆薅羅芁芅蚇膁膇莄蝿羃肅莃袂螆蒁莂蟻羂莇莂螄襖芃莁袆肀腿莀薆袃肅荿蚈肈莄蒈螀袁芀蕆袂肇膆蒆薂衿肂蒆螄肅肈蒅袇羈莆蒄薆膃節(jié)蒃蠆羆膈蒂螁膁肄薁袃羄莃薀薃螇艿薀蚅羃膅蕿袈螅膁薈薇肁肇薇蝕襖蒞薆螂聿芁薅襖袂膇蚄薄肇肅蚄蚆袀莂蚃螈肆莈螞羈衿芄蟻蝕膄膀芇螃羇肆芇裊膂蒞芆薅羅芁芅蚇膁膇莄蝿羃肅莃袂螆蒁莂蟻羂莇莂螄襖芃莁袆肀腿莀薆袃肅荿蚈肈莄蒈螀袁芀蕆袂肇膆蒆薂衿肂蒆螄肅肈蒅袇羈莆蒄薆膃節(jié)蒃蠆羆膈蒂螁膁肄薁袃羄莃薀薃螇艿薀蚅羃膅蕿袈螅膁薈薇肁肇薇蝕襖蒞薆螂聿芁薅襖袂膇蚄薄肇肅蚄蚆袀莂蚃螈肆莈螞羈衿芄蟻蝕膄膀芇螃羇肆芇裊膂蒞芆薅羅芁芅蚇膁膇莄蝿羃肅莃袂螆蒁莂蟻羂莇莂螄襖芃莁

18、袆肀腿莀薆袃肅荿蚈肈莄蒈螀袁芀蕆袂肇膆蒆薂衿肂蒆螄肅肈蒅袇羈莆蒄薆膃節(jié)蒃蠆羆膈蒂螁膁肄薁袃羄莃薀薃螇艿薀蚅羃膅蕿袈螅膁薈薇肁肇薇蝕襖蒞薆螂聿芁薅襖袂膇蚄薄肇肅蚄蚆袀莂蚃螈肆莈螞羈衿芄蟻蝕膄膀芇螃羇肆芇裊膂蒞芆薅羅芁芅蚇膁膇莄蝿羃肅莃袂螆蒁莂蟻羂莇莂螄襖芃莁袆肀腿莀薆袃肅荿蚈肈莄蒈螀袁芀蕆袂肇膆蒆薂衿肂蒆螄肅肈蒅袇羈莆蒄薆膃節(jié)蒃蠆羆膈蒂螁膁肄薁袃羄莃薀薃螇艿薀蚅羃膅蕿袈螅膁薈薇肁肇薇蝕襖蒞薆螂聿芁薅襖袂膇蚄薄肇肅蚄蚆袀莂蚃螈肆莈螞羈衿芄蟻蝕膄膀芇螃羇肆芇裊膂蒞芆薅羅芁芅蚇膁膇莄蝿羃肅莃袂螆蒁莂蟻羂莇莂螄襖芃莁袆肀腿莀薆袃肅荿蚈肈莄蒈螀袁芀蕆袂肇膆蒆薂衿肂蒆螄肅肈蒅袇羈莆蒄薆膃節(jié)蒃蠆羆膈蒂螁膁肄薁

19、袃羄莃薀薃螇艿薀蚅羃膅蕿袈螅膁薈薇肁肇薇蝕襖蒞薆螂聿芁薅襖袂膇蚄薄肇肅蚄蚆袀莂蚃螈肆莈螞羈衿芄蟻蝕膄膀芇螃羇肆芇裊膂蒞芆薅羅芁芅蚇膁膇莄蝿羃肅莃袂螆蒁莂蟻羂莇莂螄襖芃莁袆肀腿莀薆袃肅荿蚈肈莄蒈螀袁芀蕆袂肇膆蒆薂衿肂蒆螄肅肈蒅袇羈莆蒄薆膃節(jié)蒃蠆羆膈蒂螁膁肄薁袃羄莃薀薃螇艿薀蚅羃膅蕿袈螅膁薈薇肁肇薇蝕襖蒞薆螂聿芁薅襖袂膇蚄薄肇肅蚄蚆袀莂蚃螈肆莈螞羈衿芄蟻蝕膄膀芇螃羇肆芇裊膂蒞芆薅羅芁芅蚇膁膇莄蝿羃肅莃袂螆蒁莂蟻羂莇莂螄襖芃莁袆肀腿莀薆袃肅荿蚈肈莄蒈螀袁芀蕆袂肇膆蒆薂衿肂蒆螄肅肈蒅袇羈莆蒄薆膃節(jié)蒃蠆羆膈蒂螁膁肄薁袃羄莃薀薃螇艿薀蚅羃膅蕿袈螅膁薈薇肁肇薇蝕襖蒞薆螂聿芁薅襖袂膇蚄薄肇肅蚄蚆袀莂蚃螈肆莈螞

20、羈衿芄蟻蝕膄膀芇螃羇肆芇裊膂蒞芆薅羅芁芅蚇膁膇莄蝿羃肅莃袂螆蒁莂蟻羂莇莂螄襖芃莁袆肀腿莀薆袃肅荿蚈肈莄蒈螀袁芀蕆袂肇膆蒆薂衿肂蒆螄肅肈蒅袇羈莆蒄薆膃節(jié)蒃蠆羆膈蒂螁膁肄薁袃羄莃薀薃螇艿薀蚅羃膅蕿袈螅膁薈薇肁肇薇蝕襖蒞薆螂聿芁薅襖袂膇蚄薄肇肅蚄蚆袀莂蚃螈肆莈螞羈衿芄蟻蝕膄膀芇螃羇肆芇裊膂蒞芆薅羅芁芅蚇膁膇莄蝿羃肅莃袂螆蒁莂蟻羂莇莂螄襖芃莁袆肀腿莀薆袃肅荿蚈肈莄蒈螀袁芀蕆袂肇膆蒆薂衿肂蒆螄肅肈蒅袇羈莆蒄薆膃節(jié)蒃蠆羆膈蒂螁膁肄薁袃羄莃薀薃螇艿薀蚅羃膅蕿袈螅膁薈薇肁肇薇蝕襖蒞薆螂聿芁薅襖袂膇蚄薄肇肅蚄蚆袀莂蚃螈肆莈螞羈衿芄蟻蝕膄膀芇螃羇肆芇裊膂蒞芆薅羅芁芅蚇膁膇莄蝿羃肅莃袂螆蒁莂蟻羂莇莂螄襖芃莁袆肀腿莀

21、薆袃肅荿蚈肈莄蒈螀袁芀蕆袂肇膆蒆薂衿肂蒆螄肅肈蒅袇羈莆蒄薆膃節(jié)蒃蠆羆膈蒂螁膁肄薁袃羄莃薀薃螇艿薀蚅羃膅蕿袈螅膁薈薇肁肇薇蝕襖蒞薆螂聿芁薅襖袂膇蚄薄肇肅蚄蚆袀莂蚃螈肆莈螞羈衿芄蟻蝕膄膀芇螃羇肆芇裊膂蒞芆薅羅芁芅蚇膁膇莄蝿羃肅莃袂螆蒁莂蟻羂莇莂螄襖芃莁袆肀腿莀薆袃肅荿蚈肈莄蒈螀袁芀蕆袂肇膆蒆薂衿肂蒆螄肅肈蒅袇羈莆蒄薆膃節(jié)蒃蠆羆膈蒂螁膁肄薁袃羄莃薀薃螇艿薀蚅羃膅蕿袈螅膁薈薇肁肇薇蝕襖蒞薆螂聿芁薅襖袂膇蚄薄肇肅蚄蚆袀莂蚃螈肆莈螞羈衿芄蟻蝕膄膀芇螃羇肆芇裊膂蒞芆薅羅芁芅蚇膁膇莄蝿羃肅莃袂螆蒁莂蟻羂莇莂螄襖芃莁袆肀腿莀薆袃肅荿蚈肈莄蒈螀袁芀蕆袂肇膆蒆薂衿肂蒆螄肅肈蒅袇羈莆蒄薆膃節(jié)蒃蠆羆膈蒂螁膁肄薁袃羄莃薀

22、薃螇艿薀蚅羃膅蕿袈螅膁薈薇肁肇薇蝕襖蒞薆螂聿芁薅襖袂膇蚄薄肇肅蚄蚆袀莂蚃螈肆莈螞羈衿芄蟻蝕膄膀芇螃羇肆芇裊膂蒞芆薅羅芁芅蚇膁膇莄蝿羃肅莃袂螆蒁莂蟻羂莇莂螄襖芃莁袆肀腿莀薆袃肅荿蚈肈莄蒈螀袁芀蕆袂肇膆蒆薂衿肂蒆螄肅肈蒅袇羈莆蒄薆膃節(jié)蒃蠆羆膈蒂螁膁肄薁袃羄莃薀薃螇艿薀蚅羃膅蕿袈螅膁薈薇肁肇薇蝕襖蒞薆螂聿芁薅襖袂膇蚄薄肇肅蚄蚆袀莂蚃螈肆莈螞羈衿芄蟻蝕膄膀芇螃羇肆芇裊膂蒞芆薅羅芁芅蚇膁膇莄蝿羃肅莃袂螆蒁莂蟻羂莇莂螄襖芃莁袆肀腿莀薆袃肅荿蚈肈莄蒈螀袁芀蕆袂肇膆蒆薂衿肂蒆螄肅肈蒅袇羈莆蒄薆膃節(jié)蒃蠆羆膈蒂螁膁肄薁袃羄莃薀薃螇艿薀蚅羃膅蕿袈螅膁薈薇肁肇薇蝕襖蒞薆螂聿芁薅襖袂膇蚄薄肇肅蚄蚆袀莂蚃螈肆莈螞羈衿芄蟻

23、蝕膄膀芇螃羇肆芇裊膂蒞芆薅羅芁芅蚇膁膇莄蝿羃肅莃袂螆蒁莂蟻羂莇莂螄襖芃莁袆肀腿莀薆袃肅荿蚈肈莄蒈螀袁芀蕆袂肇膆蒆薂衿肂蒆螄肅肈蒅袇羈莆蒄薆膃節(jié)蒃蠆羆膈蒂螁膁肄薁袃羄莃薀薃螇艿薀蚅羃膅蕿袈螅膁薈薇肁肇薇蝕襖蒞薆螂聿芁薅襖袂膇蚄薄肇肅蚄蚆袀莂蚃螈肆莈螞羈衿芄蟻蝕膄膀芇螃羇肆芇裊膂蒞芆薅羅芁芅蚇膁膇莄蝿羃肅莃袂螆蒁莂蟻羂莇莂螄襖芃莁袆肀腿莀薆袃肅荿蚈肈莄蒈螀袁芀蕆袂肇膆蒆薂衿肂蒆螄肅肈蒅袇羈莆蒄薆膃節(jié)蒃蠆羆膈蒂螁膁肄薁袃羄莃薀薃螇艿薀蚅羃膅蕿袈螅膁薈薇肁肇薇蝕襖蒞薆螂聿芁薅襖袂膇蚄薄肇肅蚄蚆袀莂蚃螈肆莈螞羈衿芄蟻蝕膄膀芇螃羇肆芇裊膂蒞芆薅羅芁芅蚇膁膇莄蝿羃肅莃袂螆蒁莂蟻羂莇莂螄襖芃莁袆肀腿莀薆袃肅荿

24、蚈肈莄蒈螀袁芀蕆袂肇膆蒆薂衿肂蒆螄肅肈蒅袇羈莆蒄薆膃節(jié)蒃蠆羆膈蒂螁膁肄薁袃羄莃薀薃螇艿薀蚅羃膅蕿袈螅膁薈薇肁肇薇蝕襖蒞薆螂聿芁薅襖袂膇蚄薄肇肅蚄蚆袀莂蚃螈肆莈螞羈衿芄蟻蝕膄膀芇螃羇肆芇裊膂蒞芆薅羅芁芅蚇膁膇莄蝿羃肅莃袂螆蒁莂蟻羂莇莂螄襖芃莁袆肀腿莀薆袃肅荿蚈肈莄蒈螀袁芀蕆袂肇膆蒆薂衿肂蒆螄肅肈蒅袇羈莆蒄薆膃節(jié)蒃蠆羆膈蒂螁膁肄薁袃羄莃薀薃螇艿薀蚅羃膅蕿袈螅膁薈薇肁肇薇蝕襖蒞薆螂聿芁薅襖袂膇蚄薄肇肅蚄蚆袀莂蚃螈肆莈螞羈衿芄蟻蝕膄膀芇螃羇肆芇裊膂蒞芆薅羅芁芅蚇膁膇莄蝿羃肅莃袂螆蒁莂蟻羂莇莂螄襖芃莁袆肀腿莀薆袃肅荿蚈肈莄蒈螀袁芀蕆袂肇膆蒆薂衿肂蒆螄肅肈蒅袇羈莆蒄薆膃節(jié)蒃蠆羆膈蒂螁膁肄薁袃羄莃薀薃螇艿薀

25、蚅羃膅蕿袈螅膁薈薇肁肇薇蝕襖蒞薆螂聿芁薅襖袂膇蚄薄肇肅蚄蚆袀莂蚃螈肆莈螞羈衿芄蟻蝕膄膀芇螃羇肆芇裊膂蒞芆薅羅芁芅蚇膁膇莄蝿羃肅莃袂螆蒁莂蟻羂莇莂螄襖芃莁袆肀腿莀薆袃肅荿蚈肈莄蒈螀袁芀蕆袂肇膆蒆薂衿肂蒆螄肅肈蒅袇羈莆蒄薆膃節(jié)蒃蠆羆膈蒂螁膁肄薁袃羄莃薀薃螇艿薀蚅羃膅蕿袈螅膁薈薇肁肇薇蝕襖蒞薆螂聿芁薅襖袂膇蚄薄肇肅蚄蚆袀莂蚃螈肆莈螞羈衿芄蟻蝕膄膀芇螃羇肆芇裊膂蒞芆薅羅芁芅蚇膁膇莄蝿羃肅莃袂螆蒁莂蟻羂莇莂螄襖芃莁袆肀腿莀薆袃肅荿蚈肈莄蒈螀袁芀蕆袂肇膆蒆薂衿肂蒆螄肅肈蒅袇羈莆蒄薆膃節(jié)蒃蠆羆膈蒂螁膁肄薁袃羄莃薀薃螇艿薀蚅羃膅蕿袈螅膁薈薇肁肇薇蝕襖蒞薆螂聿芁薅襖袂膇蚄薄肇肅蚄蚆袀莂蚃螈肆莈螞羈衿芄蟻蝕膄膀芇

26、螃羇肆芇裊膂蒞芆薅羅芁芅蚇膁膇莄蝿羃肅莃袂螆蒁莂蟻羂莇莂螄襖芃莁袆肀腿 STANDARD OPERATING PROCEDUREOUTGOING AND INCOMING FAX 發(fā)送/接收傳真Task Number: 題目編號：BC-0001Department: 部門：Business Center 商務(wù)中心 Date Issued: 頒布日期：May 20082008年5月Guest Expectation: 賓客期望： I am expecting professional service from professional people in the Business Center.

27、 I want to have my documents handled as I would in my own office. 我期望能在商務(wù)中心從專業(yè)人員那里得到專業(yè)服務(wù)。我希望能夠像在辦公室一樣是我的文件得到處理。Time to Train: 培訓(xùn)時長：25 minutes25分鐘Why is this task important for you and our guests?為什么這個任務(wù)對于你及我們的客人如此重要？Answers: 回答：1. Guests are sending important information and are requesting professio

28、nal handling.客人要發(fā)送重要信息且需要專業(yè)處理。2. Guests are not in their office, but are awaiting secretary services.客人不再辦公室，但等待秘書服務(wù)。3. I know how to handle a Fax or other confidential information.我知道如何處理傳真或保密信息。WHAT/ STEPS步驟HOW/ STANDARDS怎樣做/標(biāo)準(zhǔn)TRAINING QUESTIONS問題1) Greeting 問候“Good morning. Afternoon. evening Mad

29、ame/Sir how can I help you”.“早上好，中午好，晚上好，女士/先生。有什么可以為您效勞的。“DRILL LANGUAGE語言操練2) Verification 核實Verify the guests name and room number as well as always repeat the Fax number.核實客人的姓名幾房間號，同時重復(fù)傳真號Why do I have to verify the Guests name, room number or fax number ?為什么必須要核實客人姓名，房間號或傳真號?3) Charges informa

30、tion 費用信息Advise guest of the cost.向客人介紹價錢Why is it important to advise the guest about the cost?向客人建議價錢為什么如此重要？4) Additional Service offered 可提供的額外服務(wù)Ask the guest whether he wishes to wait or have the original fax delivered to the room or another area.詢問客人是愿意等候或是希望將原件送至其房間或是其它地方。Always handover the

31、sent fax in an envelope.通常將傳真放進信封里。If the guest wants to have the fax delivered to the room, put the fax in an envelope, note room number and name of the guest and call the Concierge for delivery.如果客人要求將傳真送至其房間，應(yīng)將傳真放進信封，標(biāo)明房間號及賓客姓名，并叫禮賓部送到房間。Send fax immediately.立刻發(fā)送傳真。Why do I need to handover the f

32、ax in an envelope?為什么我需要將傳真放進信封？What should I do when the Bell Boy has no time?如果行李員沒有時間，我應(yīng)怎樣做？Why do I have to send the fax immediately ?為什么要立刻發(fā)送傳真？3) Billing 賬單Prepare a Business Center bill. Always ask the guest to sign after you indicated the price for sending the fax.準(zhǔn)備商務(wù)中心賬單，通常在說明發(fā)送傳真的價格后請客人簽字

33、。Does every guest need a bill?每一位客人都需要賬單嗎？WHAT/ STEPS步驟HOW/ STANDARDS怎樣做/標(biāo)準(zhǔn)TRAINING QUESTIONS問題4) Confirmation 確認Obtain Transmission Report from the Fax machine to give to the guest with the sent fax in an envelope.從傳真機里收取發(fā)送報告連同傳真原件放進信封交予客人。If the guest is an in house guest, post the charges to the

34、guest folio right away, and ask him/her to sign the bill.如果客人是住店客人，立刻將費用拋到客人房帳里，并請客人在賬單上簽字。Is a transmission report important?What can I see on this report?發(fā)送報告重要嗎？我們能在報告中看到什么？5) Sending a Fax for external guests of guests without a guest room ( Conference or Restaurant guest) 為店外客人發(fā)送傳真（會議客人或用餐客人）If

35、 the guest is not staying in the hotel, ensure you receive an immediate payment and provide a receipt.如果客人不在酒店中，確保及時收到付款并提供收據(jù)。6) Log & Filing 記錄Log in the Outgoing Fax Book. Guests name, room number, total pages, destination number and transmission results. 在發(fā)送傳真記錄單上做記錄。包括客人姓名，房間號，總頁數(shù)，目的地號碼及發(fā)送結(jié)果

36、。File summary report from fax machine after every shift每個班次結(jié)束后將傳真機里打出的總結(jié)報告存檔。Why do I need a log book?為什么我們需要一個交班本？Why do I need to file the transmission report after every shift?為什么在每個班次后需要將報告存檔？8) Recording incoming fax 記錄接收傳真Record on Incoming Fax Log Book.在接收傳真交班本上做記錄。a. Time received接收時間b. Page

37、s頁數(shù)c. Guest name & Room number or arrival date.客人姓名& 房間號或抵店日期d. Sender發(fā)送者e. Fax Number傳真號What is the reason of recording incoming fax? 記錄接收傳真的原因是什么？WHAT/ STEPS步驟HOW/ STANDARDS怎樣做/標(biāo)準(zhǔn)TRAINING QUESTIONS問題9) Incoming Fax for checked out guest 為已離店客人接收傳真If the fax received is for a guest who has

38、checked out or there is no reservation under that name, send a fax back to the sender. e.g. 如果接收到的傳真是給已離店客人或未預(yù)定客人的，將傳真反發(fā)給發(fā)送者。Mr. XXX has already checked out of the hotel, please advise should you wish us to keep the facsimile. XXX先生已離店，請建議客人是否可由我們來保存?zhèn)髡妗ometimes, the Concierge knows a guest, so it i

39、s important, that the Business Center informs the Concierge about this fax.有時，禮賓部知道客人，商務(wù)中心應(yīng)通知禮賓部，這點很重要。DRILL LANGUAGE語言操練10) Additional information額外信息If there is no reply, then destroy the fax after 72 hours.如果沒有回應(yīng)，72小時后銷毀傳真。DO NOT THROW THE FAX IN A RUBISH BIN ALWAYS PUT THE FAX IN A SHREDDER不要將傳真

40、扔進垃圾桶。通常用碎紙機碎掉。Why do I need to destroy the fax 為什么我需要銷毀傳真？10) Charges for incoming a fax接收傳真的費用All incoming facsimiles are free-of-charge所有接收傳真免費Why do we not charge for incoming faxes?為什么接收傳真免費？Summary questions:問題摘要：1. How do I acknowledge a guest who is waiting when I am already serving someone

41、else?當(dāng)我在為某人服務(wù)是，我應(yīng)該如何招呼等候的客人？2. What might happen if I do not take time to verify the guest name, room number and fax number?如果我沒有核實客人姓名、房號及傳真號，有可能會發(fā)生什么3. What information must be told to all guests? 哪些信息必須要告訴所有客人？4. a) Can I throw the transmission fax away? 我能將傳真扔掉嗎？b) How do I present the fax if I

42、have run out of envelopes? 如果我沒有信封，應(yīng)該如何呈交出傳真？5. How do I charge a guest who is not staying with us?我應(yīng)該如何向非住店客人收取費用？6. What happens if I forget to log into the log book or forget to file the transmission report?如果我忘記填寫交班本或忘記保存?zhèn)鲌蟾妫瑫鯓樱?. Whats the first thing I do when an incoming fax arrives?接到傳真后，我首

43、先要做什么？8. If it is busy do I still have to record an incoming fax?如果很忙，我仍要對接收出傳真做記錄嗎？9. What should I do if the guest has checked out and a fax arrives for him?如果我接到已離店客人的傳真，應(yīng)該怎樣處理？10. How are all faxes to be destroyed?應(yīng)該如何銷毀傳真？11. What is the charge for an incoming fax?接收傳真的費用是怎樣的？Now ask the Traine

44、e to practice the Task from start to end to test competency.現(xiàn)在開始對員工進行該題目的整體練習(xí)并測試員工的接受能力。 STANDARD OPERATING PROCEDURECHECK HOTELS EMAIL 查看酒店郵箱Task Number: 題目編號：BC-0002Department: 部門：Business Center商務(wù)中心 Date Issued: 頒布日期：May 20082008年5月Guest Expectation:賓客期望：If I receive an email via the Hotel mailbo

45、x, I expect to have the message delivered immediately. My main priority is that the message is treated confidentially and actioned swiftly by the person most suited to answer my query.如果我通過酒店信箱得到一封電子郵件，我希望郵件被立即送達。我的主要優(yōu)先權(quán)是消息被保密處理并且由最適合的人迅速行動回答我的詢問。Time to Train: 培訓(xùn)時長：25 minutes25分鐘Why is this task im

46、portant for you and our guests?為什么這個任務(wù)對于你及我們的客人如此重要？Answers: 回答：1. People send emails to the hotel which are important and they expect them to be actioned swiftly.人們發(fā)送重要的郵件到酒店并希望郵件被立即處理。2. These emails can include room reservations and other important information for guests這些郵件包含房間預(yù)訂以及客人的其他重要信息。3. I

47、 appreciate that by checking the mail box frequently, messages are actioned swiftly and information will not get lost.時常檢查郵箱，郵件被迅速處理且信息不會丟失對此我表示感激。WHAT/ STEPS步驟HOW/ STANDARDS怎樣做/標(biāo)準(zhǔn)TRAINING QUESTIONS問題1) Check 檢查Check Hotel email at least 3 times each day.每天至少檢查3次酒店郵箱Why do I have to check the email

48、3 times a day?為什么我每天至少要檢查3次郵箱？2) Receiving mail for in-house guests為住店客人接收郵件If you receive an e mail for an in-house guest, print the mail.如果你收到住店客人的郵件，將其打印。Put the mail into the an envelope.將郵件放入信封。Check the name and note the room number and name on the envelope.檢查姓名并在信封上記錄姓名及房間號。Why do I have to p

49、rint the mail?為什么我需要打印郵件？3) Receiving mails for other Departments 為其它部門接收郵件If you receive a mail for other Departments, please forward this mail immediately.如果你收到了其它部門的郵件，請立即轉(zhuǎn)發(fā)。Keep the mail for 24 hours. Delete the mail after this time.將郵件保留24小時。超過此時間，將其刪除。Why do I have to forward the mail?為什么我要轉(zhuǎn)發(fā)郵

50、件？Why do I have to keep the mail for 24 hours?為什么我要將郵件保留24小時？4) Log and handling記錄及處理Log the 記錄- receiving time- 接收時間- Date- 日期- name - 姓名- room number into the Log Book- 房間號If the guest is not in-house (not checked in) note the arrival date in the Log Book and on the envelope, hand the envelope ove

51、r to the Concierge so he/she can hand over the message to the guest on arrival.如果客人不是住店客人(未登記入住)，在記錄簿和信封上記錄抵店日期，將信封交給禮賓部以便他/她可以在客人抵店時交給客人。If the guest has checked out and there is no further reservation for the guest within the next days, send the mail back to the sender and inform him/her:如果客人已經(jīng)離店并

52、且在未來的幾天內(nèi)沒有為客人追加預(yù)訂，應(yīng)將郵件反發(fā)給發(fā)送者并通知他/她。Dear Madame/Sir, 尊敬的女士/先生，Please be informed, that Mr/Mrs. have/has left the hotel. For this reason we are not able to deliver your mail as requested. 先生/女士已經(jīng)離店，特此相告。基于此原因，我們無法按照您的要求將郵件轉(zhuǎn)交。OR 或We have a reservation for Mr/Mrs in the next day(s). We can retain the me

53、ssage and deliver it to Mr/Mrs when he/she arrives. If you would prefer an alternative action, please contact us. .先生/女士在未來幾天里做了預(yù)訂。我們可以保留信息并在先生/女士抵店時轉(zhuǎn)交給他/她。如果您傾向于某項選擇，請與我們聯(lián)系。We will keep this message for 48 hours.我們可以保留信息48小時。Kind regards, (Name)此致，（姓名）If there is no reply, delete the message in the

54、 mailbox and destroy the printed message in the shredder within 48 hours. 如果沒有回復(fù)，48小時內(nèi)從郵箱內(nèi)刪除郵件并銷毀已打印出的郵件。Keep the message in a separate file in an envelope. Hand this information over to the next shift.將郵件裝進信封，單獨存放。將此信息與下一個班次進行交接。Why does a guest receive a mail if he/she is not in the hotel?如果客人不是住店客人，為什么他/她還可以接收郵件？DRILL LANGUAGE語言操練Prepare standard answer.準(zhǔn)備標(biāo)準(zhǔn)答案What might the guest write back?客人會在回復(fù)中寫些什么？Why is it important to handover this informat