禮賓部新員工培訓(xùn)計(jì)劃匯編

1、Concierge New Associate Training Program Full view 禮賓部新員工培訓(xùn)計(jì)劃Department induction 部門簡(jiǎn)介1. Front Office Organization Chart 前廳部組織結(jié)構(gòu)2. Job Description 工作職責(zé)3. Department Tour 參觀酒店各個(gè)部門4. Introduction to concierge layout 介紹禮賓部分布5. Basic hotel product knowledge 基本產(chǎn)品知識(shí)介紹Basic Telephone Skills 話技能1. Basic Tel

2、ephone Etiquette 基本的電話禮儀2. Basic telephone standard 基本的電話標(biāo)準(zhǔn)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(zhuǎn)接電話6. Hot to handle inquiries 處理問(wèn)詢7. How to take down message 電話留言8. How to hang up the phone 如何掛斷電話Basic Guest Contact Skil 對(duì)客服務(wù)技能1. Guest courtesy 待客

3、禮儀2. How 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(chǎn)品或促銷項(xiàng)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(dǎo)客人6. How to check guest satisfaction 如何檢查客人的滿意度7. How to handle guest 's

4、complaint 如何處理客人投訴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FIT check ir散客入住1. Greetings to guest 問(wèn)候客人2. Help with the luggage 幫助客人拿行李3. Show way to reception 引領(lǐng)客人到前臺(tái)4. Checking in at reception 客人入住中5. After checking in 入住手續(xù)辦理完后

5、6. On the way to the room 去房間的路上7. Try to determine the guest 's 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(guò)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(shè)施12. Leave the gues

6、t room 離開客房13. Fill in baggage log sheet 填寫行李記錄表FIT check ou散客退房1. Receive the message from somewhere about luggage serve 接收到需要行李服務(wù)信息2. Confirm the message 確認(rèn)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(yùn)送行李6. Handle luggage 行李的處理7. Fill in baggage log sheet 填寫行李記錄表

7、Storage of Luggage行李寄存1. When guests want to store luggage 當(dāng)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 't store 我們不寄存哪些行李4. How to say NO"如何拒絕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(qǐng)客人閱讀相關(guān)條款，

8、并簽名確認(rèn)7. Give the the 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(dāng)客人來(lái)取行李9. Check the tag NO .and sig n核對(duì)行李牌號(hào)碼和簽名10. About storage record 關(guān)于寄存記錄Local area informatio n 當(dāng)?shù)匦畔?. City map 城市地圖2. Business directions 商業(yè)指南3. Location of

9、 municipal governments 當(dāng)?shù)卣恢?. 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(diǎn)8. Religion places 宗教場(chǎng)所9. Entertainment Centre 娛樂(lè)場(chǎng)所10. Other hotels 其他酒店11. Shopping excursions 購(gòu)物場(chǎng)所Umbrella service 雨傘服務(wù)1. When rainy days 當(dāng)下雨時(shí)2

10、. Preliminary work 準(zhǔn)備工作3. When a guest comes to borrow an umbrella 當(dāng)客人接雨傘時(shí)4. Check the umbrella 檢查雨傘5. Related records 相關(guān)記錄6. When guest give back the umbrella 當(dāng)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(diǎn)9. Make remarks in reception 在前臺(tái)備注Use Luggage trolley行

11、李車的使用1. Keep trolley cleanliness 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(tái)階5. On the move 在移動(dòng)中Live move 轉(zhuǎn)房服務(wù)1. Receive a “Live more “order 獲得轉(zhuǎn)房命令2. What we need to know 我們需要知道的3. Take a troll

12、ey and go up to the guest 's room 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 “Live more “was done 通知前廳房間已換好7. Related records 相關(guān)記錄Message delivery 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(nèi)送到3. If the gu

13、est is not present 如果客人不在4. Fill out “Bell Captain control sheet “填寫行李員活動(dòng)控制表Transportation booking 訂車服務(wù)1. Receive guest request for transportation booking 接到客人訂車要求2. What we need to know 我們需要知道的3. What's guest need to know 客人需要知道的4. Fill out transportation booking vouchers accordingly 填寫租車預(yù)訂單5.

14、Charges in reception 到前臺(tái)入賬6. Noted transportation request on daily transportation reservation sheet 將相關(guān)信息注明在每日車輛安排上7. Afternoon shift need to check 中班需要檢查8.9. Exceptional case 特殊情況10.11. Out side guests (prearrange guest ) 店外客人(預(yù)抵客人)12. Pick up serve 接機(jī)服務(wù)13. Related records 相關(guān)記錄Commission items 委托代辦

15、1. What we can ' t h什么我們不能幫客人買2. How to say“如何拒絕3. Know guest ' s requireme了解客人的需求4.4. Talk to guests probable amount of money and time 告知客人大概需要的價(jià)錢和時(shí)間6.5. Kindly ask the guest to fill out the authorization sheet 禮貌的請(qǐng)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-Egressio n 外出之前10.8. 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 be filed in