禮賓部新員工培訓計劃

1、ConciergdNew AssociateTrainingProgramFullview禮賓部新員工培訓計劃Departmentinductio清"簡介1. Front Office Organization Chart 前廳部組織結構2. Job Description 工作職責3. Department Tour參觀酒店各個部門4. Introduction to concierge layout 介紹禮賓部分布5. Basic hotel product knowledge 基本產品知識介紹BasicTelephoneSkills 電話技能1. Basic Telephone

2、 Etiquette 基本的電話禮儀2. Basic telephone standard 基本的電話標準3. How to answer incoming 接聽電話4. How to place calls on hold 電話等候5. How to transfer calls 轉接電話6. Hot to handle inquiries 處理問詢7. How to take down message 電話留言8. How to hang up the phone 如何掛斷電話BasicGuestContactSkills寸客服務技能1. Guest courtesy 待客禮儀2. How

3、 to welcome guest 如何歡迎客人3. How to introduce hotel products and inform guest of daily specialty or promotional items如何向客人介紹酒店產品或促銷項目4. How to handle guest request如何處理客人的要求5. How to guide guest to hotel outlets 如何引導客人6. How to check guest satisfaction如何檢查客人的滿意度7. How to handle guest 'complaint 如何處

4、理客人投訴8. How to refer guest to others 如何委托他人幫助客人9. How to thank guest for business 如何感謝客人10. How to see off guest 如何送別客人FITcheckin散客入住1. Greetings to guest 問候客人2. Help with the luggage幫助客人拿行李3. Show way to reception引領客人到前臺4. Checking in at reception 客人入住中5. After checking in入住手續(xù)辦理完后6. On the way to t

5、he room 去房間的路上7. Try to determine the guest ' needs 嘗試獲得客人的需求8. Show the guest where the emergency exits are bold 向客人指出過道的緊急出 口9. How to knocks on the door 怎么敲門10. Explain to the guest how to use the room key 向客人介紹如何開門11. Show the facilities in the room 介紹房間設施12. Leave the guest room 離開客房13. Fil

6、l in baggage log sheet填寫行李記錄表FIT checkout散客退房1. Receive the message from somewhere about luggage serve 接收至 U需 要行李服務信息2. Confirm the message 確認信息3. Use of appropriate tools 使用合適的工具4. In the room 在房間5. Carries luggage down 運送行李6. Handle luggage行李的處理7. Fill in baggage log sheet 填寫行李t己錄表Storageof Luggag

7、e亍李寄存1. When guests want to store luggage當客人提出想要寄存行李2. What information we need to know 我們需要知道哪些信息3. What kind of the luggage we can ' store 我們不寄存哪些行李4. How to say " NOW可拒絕5. Fill in luggage tag填寫行李寄存牌6. Ask for guest read the list of luggage tag and sign in it請客人閱讀相關條款，并簽名確認7. Give the the

8、 e second line of luggage tag to the guest Store the luggage 給客人下聯(lián)8. When the guest wishes to retrieve their luggage 當客人來取行李9. Check the tag NO .and signt對行李牌號碼和簽名10. About storage record 關于寄存記錄Localarea information當?shù)匦畔?. City map城市地圖2. Business directions 商業(yè)指南3. Location of municipal governments 當?shù)?/p>

9、政府位置4. Restaurants with various cuisine 各式餐廳5. Transportation arrangements 交通安排6. Hospital 醫(yī)院7. Tours and sightseeing options旅游景點8. Religion places 宗教場所9. Entertainment Centre 娛樂場所10. Other hotels 其他酒店11. Shopping excursions購物場所Umbrellaservice雨傘月艮務1. When rainy days 當下雨時2. Preliminary work 準備工作3. Wh

10、en a guest comes to borrow an umbrella 當客人接雨傘時4. Check the umbrella 檢查雨傘5. Related records 相關記錄6. When guest give back the umbrella 當客人歸還雨傘7. If umbrella have any damaged 如果雨傘有損壞8. Update the inventory every shift 每班清點9. Make remarks in reception 在前臺備注UseLuggagerolley彳亍李車的使用1. Keep trolley cleanline

11、ss and functional 保持行李車的清潔和性能2. Kept in their specified areas in the lobby 放在指定位置3. How to use如何使用4. Never put the trolley near the trolleys不要將行李車靠近外面臺階5. On the move在移動中Livemove轉房月艮務1. Receive a “ Livenore "ord破得轉房命令2. What we need to know 我們需要知道的3. Take a trolley and go up to the guest 'r

12、oom 推行李車到客人房間4. In the room 在房間5. To new room 在新的房間6. Inform reception the “Livenore “wadone通知前廳房間已換好7. Related records 相關記錄Messagedelivery 遞送留言1. All written message have to within envelop所有書面信息必須用信封裝好2. Pick up the message in five minutes 5 分鐘內送到3. If the guest is not present 如果客人不在4. Fill out &qu

13、ot; BeCaptain control sheet 填寫行李員活動控制表Transportatiobooking 訂車月艮務1. Receive guest request for transportation booking 接至 U客人訂車要求2. What we need to know 我們需要知道的3. What' guest need to know 客人需要知道的4. Fill out transportation booking vouchers accordingly 填寫租車預訂單5. Charges in reception 至 U前臺入賬6. Noted t

14、ransportation request on daily transportation reservation sheet將相關信息注明在每日車輛安排上7. Afternoon shift need to check 中班需要檢查8. Exceptional case 特殊情況9. Out side guests (prearrange guest )店外客人 (預抵客人)10. Pick up serve 接機服務11. Related records 相關記錄Commissioitems 委托代辦1. What we can ' help什么我們不能幫客人買2. How to

15、say " NoW可拒絕3. Know guest ' requirement 了解客人的需求4. Talk to guests probable amount of money and time告知客人大概需要的價錢和時間5. Kindly ask the guest to fill out the authorization sheet 禮貌的請客人填寫委托書6. Get money from guest according the price 從客人處先取現(xiàn)金7. Pre-Egression 外出之前8. Get receipt from store and show it to guest with goods 將物品和發(fā)票交給客人9. The authorization sheet should b