喜來(lái)登酒店-前廳培訓(xùn)手冊(cè)

rTrainerIappreciatethatyouarewillingtoputeffortintraininganewco-worker!Thankyou!Youwilltrainthetraineethecoming2weeks/4weeks.Thetraineehastobeabletoworkaloneafterthetraining.Westartwiththebasicproceduresandbasicinformation.Youwillhavetoprovidethetraineewithalotofinformationandyouhavetoshowhim/heralotofprocedures.Thetraineewillbeverybusyduringthetrainingandwillgetalotofinformation.Itcanbehardforthetraineetocopewithalltheinformation.Pleasebepatientandtrytorememberhowyourfirstweekswere.Attheenditwillallworkout.Thetrainingmanualwillbeaguidelineforthetraineetolearntheproceduresandstandards.Yourmanualhastheanswerstothequestions.Youmustknowtheanswersalready,butthereisinformationinthemanualthatyouneedtoexplaintothetrainee,andtheanswersareaguideline.Sodonotforgettouseit.Theanswersarethoroughandthatiswhatyouneedyourtraineetoknow.Ifyouhaveanyremarksorotherfeedbackaboutthemanual,pleaseletusknow.Thisisthefirstdraft,sotheremaybeerrorsinitornotthathandytoworkwith.AllbackiswelcomeWithyouwerearegoingtomakesurethatalltheco-workersattheFrontOfficeDepartmentknowallthestandardsandallprocedures.Thiswaywecanprovidea5starservicetotheguest,whichwecanallbenefitfrom!luckandthankyougserekvanderPollrectorofRooms TodayyouwillmeetyourtraineeGeneralquestionsaregoingtobeansweredandthetraineeisgoingtolookinthehotelrooms(whichhavetobepreparedwhenthetraineeasksforthis).Thetraineeisgoingtolookatthe5thfloorandatthe4thflooraswellandhastoanswerthefollowingquestionsregardingtheroomsandotherdepartments.SheratonDongguanHotel,S256ProvincialHighway,HoujieTown,DongguanCity,GuangdongProvince,P.R.China523962,Tel:(86-769)5988888,Fax:(86-769)5908888EMaildongguan.sheraton@About500hotelrooms.0間。Smoking5,16,18,19,20,21,26,27,28.NonSmoking:11,12,17,22,23,25,29,30.0TheSPGfloorsare23,25and26.TheSPGroomsareonahigherfloorthanthesuperiorrooms.SPG會(huì)員樓層比高級(jí)客房樓層高。Superiorroom:KingandTwin,smokingandnon-smoking:SK,SKN,ST,STN.Deluxeroom:KingandTwin,smokingandnon-smoking:DK,DKN,DT,DTN.Grandviewroom:smokingornon-smoking,dependsonthefloorwheretheyarelocated.Wehave2twinavailable:GVK,GVT.Allabovestatedroomsare42m2.Deluxesuite:smokingandnon-smoking:DS,DSN(90m2).Executiveroom:smokingandnon-smoking,kingandtwin:EK,EKN,ET,ETN.Executivesuite:smokingandnon-smoking:ES,ESN(130m2).Presidentialsuite,smoking,PS,3018.高級(jí)客房：?jiǎn)稳朔亢碗p人間，吸煙和非吸煙。豪華客房：?jiǎn)稳朔亢碗p人間，吸煙和非吸煙。豪華圓景房：吸煙和非吸煙依據(jù)樓層而定，有兩間圓景雙人房。豪華套房：吸煙和非吸煙。行政商務(wù)房：吸煙和非吸煙，單人間和雙人間。行政商務(wù)套房：吸煙和非吸煙。The27th,28th,29th,and30thflooraretheexecutivefloors.行政樓層房間是在哪幾層？Thefloorsarelocatedhigher,sointheendtherewillbeabetterviewandlesstrafficnoises.樓層更高，景色更好，噪音更小。我們沒有殘疾人專用房但廁所設(shè)有方便殘疾人使用的蹲式馬桶。Therearesomeroomswithabalcony.Hotelpolicystatesthatwearenotallowedtoopenthewindowforguests,forsafetyreasons.我們有一些房間有陽(yáng)臺(tái)。但酒店政策規(guī)定為了客人安全起見不允許為客人打開窗戶。2928,2929and2930arespecialsuitesbecausetheyhavethereownsaunaintheroom.2928and2929alsohaveaTVinthebathroom.2718hasitsownspecialfeatureofhavingahugebathroom.Theroomslocatedonlowerfloorscanbebotheredbythetrafficpassingby,especiallytheoneswithfrontsideview.低樓層的房間比較吵鬧。Onthe30thfloor,theroomnumberis3018.TheChinaDailyandDongguanCityarebroughttotheroomsinthemorning.VIP’swillreceive1ofthese2newspapers,aswellguestswhorequestedanewspaper.TheFinancialTimesandtheSouthChinaPostcanbeboughtaswell.求需遞送報(bào)紙的客人也將遞送。財(cái)務(wù)時(shí)報(bào)和南華早報(bào)可以在禮賓部可以買到。Nopetsareallowedinthehotel.酒店不允許飼養(yǎng)寵物。ThetoiletsbehindtheFrontDesk.前臺(tái)后面就是客用廁所。Breakfast6.00–08.45Lunch:10.30–13.30Dinner:16.30–19.30Midnightsnack22.30–00.30夜宵:22:30--00:30No,youarenotallowedtobringyourmobilephonetoyourworkplace!!Youhavetokeepitinyourlockerandonyourbreakyoucanuseitagain.工作時(shí)不允許帶手機(jī)！您可以把手機(jī)鎖起來(lái)，休息時(shí)再用。henIamgoinghomeNo,theuniformandotherrelateditemsarepropertyofthehotel.Nothingofthehotelcanbetakenoutsidethehotel,includingyouruniform.不能，制服和其他的相關(guān)物品都是酒店的財(cái)產(chǎn)。酒店的任何東西都不能帶出酒店包括制服。SPGTVpopsoniftheguestactivatestheelectricity.SPG頻道。Cognac,Whiskey,Gin,Rum,Vodka,WhiteWine,RedWine,LocalBeer,ImportedBeer,CocaCola,DietCoke,Sprite,Tonic,Soda,Evian330ml,Evian1000ml,Perrier,OrangeJuice,AppleJuice,PotatoChips,MixedNuts,GinsenTea,OreoBiscuit,PlantersCashews,PlantersPeanuts,CadburyChocolate,DoveChocolateBar,SnickersBar.有干邑白蘭地，威士忌，金酒，朗母，伏特加，白葡萄酒，紅葡萄酒，本地啤酒，進(jìn)口啤酒，可樂，健怡可樂，雪碧，湯力水，蘇打水，依云礦泉水，巴黎水，橙汁，蘋果汁，土豆片，薯片，果仁，人參茶，巧克力餅干，腰果，花生，吉百利巧克力，德芙巧克力，士力架。Theguestcanfillinthevaletorhousekeepingwillchecktheusageandthenitwillbeputonthebill.Whentheguestchecksout,wealwaysasktheguestifheorsheusedtheminibarandcallhousekeepingtocheck.客人將填寫迷你吧消費(fèi)，客房服務(wù)員將核對(duì)。當(dāng)客人退房時(shí)前臺(tái)員工一定要再次與客人確認(rèn)有沒有迷你吧消費(fèi)。Theteaandcoffeeintheroomarecomplimentary.客房里的茶和咖啡是免費(fèi)的，客人可以免費(fèi)使用。8－11Fsafeisdifferent,Thesafeisopenwhentheguestentershisroom.Toclosethesafe,theguesthastoentera4digitpersonalcodeandthenclosethedoor.Whenthedoorisclosedtheguesthastopressthe“l(fā)ockkey”tolockitcompletely.Toopen,enterthepersonalcode.8-11樓保險(xiǎn)箱不同。當(dāng)客人進(jìn)客房時(shí)保險(xiǎn)箱是打開的。關(guān)保險(xiǎn)箱時(shí)客人要先輸入4位密碼然后關(guān)上保險(xiǎn)箱。關(guān)上后客人要再次按上“Lock”鍵以確保保險(xiǎn)箱鎖上。Forsafetyreasonsitisnotpossibletoopenthewindows.31)能不能打開窗戶？能打開窗戶Onthenightstand,onthedeskandinthebathroom.3Intotal.Itispossibletocallotherroomsaswellbydialingan8andthentheroomnumber.Callingtootherroomsisfreeofcharge.可以，只需在房號(hào)前加撥“8”。Foranoutsidelineyouneedtodiala9.Ifthisdoesnotwork,callStarservice.號(hào)碼前加撥“9”，如果還不能撥出請(qǐng)撥打明星服務(wù)中心的電話。No,theuseofinternetisfreeofchargeintheroom.房?jī)?nèi)上網(wǎng)要收費(fèi)嗎?房?jī)?nèi)上網(wǎng)是免費(fèi)的。Intheclosetthelaundryvaletscanbefound.洗衣單在衣柜里。Internetcable,instructionsandamenitieslike,paperclips,stapler,tapeetc.網(wǎng)線，上網(wǎng)說(shuō)明書，回形針，訂書機(jī)和訂書針。Guestinformationaboutthehotel.Asextrathereareenvelopes,paper,cardsSPGform,voicemailinstructionetc.說(shuō)明等。In1ofthenightstands.黃頁(yè)在床頭柜上。Yes,allroomshave2bathrobesandslippers.間房?jī)?nèi)有兩件浴袍，兩雙拖鞋Thevaletsareinthenightstandandthemenuisonthedeskorinthenightstandaswell.送參服務(wù)的菜單和預(yù)定單在哪里?菜單和預(yù)定單都在在床頭桌上。dAllsuiteshaveanironandboard,otherguestscancallforanironandboard.哪些房有燙斗和燙板？所有的套間都有燙斗和燙板。OnlyPSroomhasafaxmachine.TheguestscanfaxattheBusinesscenterorattheEF.只有總統(tǒng)套有傳真機(jī)。其它客人可以去商務(wù)中心接發(fā)傳真。Allroomshaveascaleinthebathroom.所有的房間都有體重器。DNDstandsfor“DoNotDisturb”.AguestcanputtheDNDoniftheguestdoesnotwanttobedisturbed.TheDNDisaswitchlocatedon1ofthe2bedsides.什么是DND以及哪里我可以找到它？DND的意思是：請(qǐng)勿打擾。如果客人擰開了床頭的DND按鈕，其安在門外的DND燈亮了就意味著客人不想被打擾。Thehotelhasmorethan10extratwinbeds.10個(gè)以上的加床。Featherandsyntheticpillows.Thekingduvetsarefeatherandthesingleduvetsaresynthetic.羽絨枕和杜邦枕。大床鵝絨被和小床杜邦被。Therearemultipleemergencyexits,lookforthemonthefloor.Intheroomthereisanemergencyexitplanbehindthedoor.客房門后有逃生圖，請(qǐng)查看。Theexecutiveroomshavemoreamenities,likearainshower,adigitalalarmclockandarelocatedonhigherfloors.Guestsstayinginanexecutiveroom/suitecanusetheEFlounge.樓層更高，景色更好，噪音更小。Yes,thisispossible.Thestairsareusedbystaffsometimesandcanbeusedforemergencies.可以。Gym–22.00SwimmingPool0Massage2.00–02.00健身房、游泳池和桑那的營(yíng)業(yè)時(shí)間。健身房:05:30-22:0005:30-21:00Forthegymandswimmingpooltheguestshavetoregisterwiththeirroomnumberandsignature.Forthemassageareathereisnoregistration.健身房和游泳池客人需要登記房號(hào)和簽名，桑那不需要。Walkmachines,bicyclemachines,weightliftingmachines,dumbbellsetc.健身房有哪些機(jī)器/跑步機(jī)，自行車，舉重、啞鈴。Therearechangingroomsforwomenandmen.Inthechangingroomstherearelockers,showers,toilets,asteambathandasauna.哪里有淋浴/有男女更衣室。再更衣室里有沐浴，廁所，蒸汽和桑拿。Whentheguestregisters,theguestwillreceivealockerkey.健身房服務(wù)臺(tái)處服務(wù)員會(huì)發(fā)給客人更衣柜鑰匙，并做好登記。TodaythetraineeisgoingtobeatStarservicethewholeday.Thetraineewilllearnthetelephoneetiquetteandstandards.YouhavetotellthetraineeaboutthetelephonesystemaboutsomepartsoftheOperasystemandexplaintheemergencyprocedures.YouwillstartthedaywiththeFObriefing.將在總機(jī)呆一天，學(xué)員將學(xué)習(xí)電話禮儀和服務(wù)標(biāo)準(zhǔn)。你將告訴學(xué)員電Opera的知識(shí)和解釋緊急情況處理程序。Explainhowthetelephoneworks.Howtousethetelephone,howtoconnectacalletc.Explaintheusedbuttons,likeplacinginhold,busyetc.機(jī)臺(tái)操作知識(shí)。解釋電話怎么工作，怎樣使用電話，怎樣連接電話等。eYouhavetoanswereverycallwithin3rings.電話響起三聲之內(nèi)都應(yīng)接起。lGoodmorning/afternoon/evening,SheratonDongguan,thisis…(name),howmayIhelp/assistyou?外線電話應(yīng)怎么接起。Goodmoring/afternoon/evening,Starservice,thisis….(name),howmayIhelp/assistyou?內(nèi)線電話應(yīng)怎么接起?早上/下午/晚上好，明星服務(wù)中心，請(qǐng)問(wèn)有什么可以幫到您？ldNeverjustputsomeoneonhold!!Alwaysaskifyouareallowedtoputsomeoneonhold!ForInstance:MayIplaceyouonhold?UseCTRLF7,thiswayyouwillgettheoperatorsystem.Showthetraineethedifferencebetweencheckedin,dueout,checkedin,etc.狀態(tài)。Allkindsofphonenumbersofthehotel,itsdepartmentsandtheextensionnumbersofstaff.所以客房電話號(hào)碼，員工的部門和分機(jī)號(hào)。lIfaguestcallsforawake-upcall,confirmthetime,roomnumberandnameandwriteitdown.IfitconcernsaVIP,thewake-upcallhadtobedonepersonallythenextmorning,includingtheweatherforecast.醒服務(wù)，確認(rèn)時(shí)間，房號(hào)和姓名并做好記錄。接著詢問(wèn)客人第二天早晨的送餐服務(wù)。如果需要?jiǎng)t幫助客人做送餐服務(wù)并確認(rèn)好送最后，當(dāng)客人掛斷電話后，撥打送餐部電話幫客人定餐并在機(jī)臺(tái)做好VIP當(dāng)天的天氣情況。Showthetraineehowtoinsertawake-upcallandlether/himmakenotes.WhatisCTRLF7?YouwillgetthetelephoneoperatorscreenifyoupressthosebuttonsatthesametimeCTRLF7是什么？GoodmorningMister/Miss….(name),thisisyourwakeupcall.It’s….(time).Theweatherforecastfortodayis…(30degreeswithalotofsunshine).Mister/Miss….(name)Haveaniceday!department?Alwaystelltheguestwhatyouaregoingtodo!!Iftheguestaskedforreservations,youwillsay:Iwillconnectyouwithreservations,orifitisaperson:IwillconnectyoutoMisterSmith.Alwaysusetheword“connect”,nevertheword“transfer”!Ifsomethingisnotcleartoyouoryouneedmoreinformation,namethecalleralwaysSir/Madamifyoudonotknowthename.Ifyoudoknowthename,useit!!Like,“thankyoumisterSmith”.Donotforgettoinformthepersonordepartmenttotellthatthereisaphonecallandwhoitisandsubjectofcalling.在轉(zhuǎn)接電話時(shí)一定要先知會(huì)客人！比如客人需要做預(yù)定，你將說(shuō);“那您稍等，Bydialinga9firstandthenthenumber.怎樣撥打外線?在號(hào)碼前加撥“9”。Thedowntimereportcontainsthecompleteinformationofthehotel,includingin-houseguests.Thereportismadeevery4hoursatSS.IncasetheOperasystembreaksdown,wewouldstillhavetheinformationneeded.什么是downtimereport?什么時(shí)候保存？Downtimereport包括完整的酒店信息和住店客人信息等。明星服務(wù)中心將每4小時(shí)保存一次。如果出現(xiàn)系統(tǒng)故障，我們將能從保存的DowntimeReport中找到我們需要的信息。ThereareLANconnectionsintherooms,whichisfreeofcharge.WehaveinternetfacilitiesintheBCaswell,butwehavetochargeforthisservice.AttheEFwehaveinternetconnectionaswell.Weoffer2computersandawirelessinternetconnection.IntheRenzoloungeweofferfreewirelessinternetaswell.客房和行政樓層上網(wǎng)都是免費(fèi)的。行政樓層只對(duì)行政樓層的客人免費(fèi)。客人在商務(wù)中心上網(wǎng)是要收費(fèi)的。Insertthecorrectpagenumberandinsertthemessage.Thenpresssend.輸入正確的呼機(jī)號(hào)，輸入信息，然后發(fā)送。No,thisisnotpossible.不能。Whohasapager?Starservice,housekeepingandengineering.YoucanconnectthecallerwithRachel,butonlyifyouknowthenameandwhatthesubjectofcallingforis.ThenyoucanconnectthecallerwithRachelandtellherwhoitisandwhyhe/sheiscalling.Shewilldecidewhattodowiththecall.Rachel者的姓名和事項(xiàng)，這樣Rachel就能決定怎么處理那個(gè)電話。Showthetraineewhatamessageisandhowweuseit.Showthetraineewhatkindofmessagesarepossible,toremoveoneandhowtomakeone.Putafewtestmessagesintoareservation,sothatthetraineecanseehowitlooksetc.Seeappendix40.留言”和怎么使用留言?？梢宰鍪裁礃拥牧粞?，怎么做，怎么接受。在“Reservation”下做留言，讓學(xué)員知道怎樣看留言。ThefaxmachineofStarserviceisonlyforinternaluse.Forinstance;thefrontdeskusesthefaxmachineforthecancellationofthecreditcards.明星服務(wù)中心的傳真機(jī)是內(nèi)部使用的。如前臺(tái)的人發(fā)傳真取消預(yù)受權(quán)等。88818,88816and88813.and88813.ThankyouforwaitingSir/Madam,Iwillconnectyouwithreservations.請(qǐng)稍等，我?guī)湍D(zhuǎn)我們的預(yù)定部。From09.00till21.00MondaytoFriday,andSaturdayfrom09.00till17.30.WhentheEFisstillopen,theywillhandlethereservations,otherwisetheFrontDesk.當(dāng)行政樓層仍開放時(shí)，他們將幫助預(yù)定，否則即由前臺(tái)負(fù)責(zé)。Atthehousekeepingdepartment.哪里可以找到失物認(rèn)領(lǐng)單。No,itisonlypossibletolistentothevoicemailfromtheroomtelephone.其它的電話客人可以聽取語(yǔ)言留言嗎?不能，客人只能在客房?jī)?nèi)的電話上聽取留言。Itisonlypossibleifthereisnoonecheckedinyetandtheroomisstilldirtyandnotoccupied.Youcangivetheguestakeytoentertheroomagainandlistentohis/hervoicemail.在原客人房間是贓房、空房的情況下才能讓客人返回房間聽取留言。No,thisisnotpossible.Ifyoudonotwantthephonetoring,youcanleaveamessageinOperaandclicklampon.ThiswaytheredlightonthephonewillblinkandtheguesthastocallSSandwillreceivethemessageenteredinthesystem.言。Employeesarenotallowedtogetanoutsideline.Iftheyareallowedtohaveanoutsideline,theywillhavetheirowncodetogetanoutsideline.YoucanalwaysconnectemployeestotheGSMmobile.外線的密碼，他們也可以MSayitisnoproblemandthatiftheguestwouldliketohaveanoutsidelinewithouthavingtocallSS,theguesthastopressthe9beforethetelephonenumber.IfaguestatFrontDeskasksanoutsideline,itisnotpossible.沒問(wèn)題?？倷C(jī)可以代撥，客人也可以在客房撥打，但撥號(hào)碼之前要先撥“9”。Younevergivetheroomnumberofaguest,orthenameincaseofaroomnumber.Thisisforthesafetyofourguests.AttheFrontDeskwecanlookuptheroomnumberornameandthenconnecttheguesttotheroom,withoutsayingtheroomnumber.AtSSwedonottelltheroomnumberaswell.Onlyifthecallerasksforroomnumber2005,wewillchecktheguestsnamewiththecaller.Youhavetoaskthecallerforthenameoftheguest.IfthismatchesthenameinOperayoucantransferthecalltotheroom.，客人房號(hào)是不可以透漏的，反之亦然。在前臺(tái)，如果對(duì)方知道姓名可以幫他查詢?nèi)缓筠D(zhuǎn)接但同時(shí)不能透漏房號(hào)。在總機(jī)，如果來(lái)電者知道房號(hào)，你需先核對(duì)客人姓名是否與Opera一致后再轉(zhuǎn)接。Yes,thisispossible,wehave24hourservice.Afteroperatinghoursoflaundry,serviceexpresschargewillbecharged,whichis50%morethanregularservice.Duringoperatinghoursweofferexpressserviceaswell(4hours).Wecharge50%extraservicechargeaswell.費(fèi)。cIfthelaundryishandedinbefore10.00,itwillbedeliveredtotheroombefore19.00.Anyotherservicewillbeserviceexpress.Laundryoperatesfrom07.00till19.00,butweoffera24hourperdayservice.干洗，水洗，熨燙服務(wù)的營(yíng)業(yè)時(shí)間是?小時(shí)服務(wù)。Getasmanydetailedinformationaspossible.Likenameofthecaller(guestorassociate),placeofthefire,locationofthecaller,howbadthefireis,whatkindoffireetc.Informthefirecontrolcenterbydialing119or110andinformthemaboutthefireandpassthemthedetails.CalltheGSM,dutyengineering,dutyhousekeeperandthesecuritymanageraboutthefireandthelocation.Ifthereisprovedtobeafire,thefirecontrolwillleadtheoperation.Keepalllinesopenandanswerquestionsifnecessary.Starserviceisnotallowedtoleavewithoutinstructionofthefirecontrol.在接到火警電話時(shí)一定要鎮(zhèn)定，問(wèn)清楚火警位置，燃燒物品，大小情況，員工服務(wù)經(jīng)理，值班工程師，客房值班主管，并與之保持聯(lián)系，如誤報(bào)則記錄下來(lái)。如證明火警發(fā)生，中心的指揮，立即通知總經(jīng)理，總工程師，保安經(jīng)理和部門經(jīng)理。如火警情況，接線員應(yīng)鎮(zhèn)靜回答客人提出的各種問(wèn)題。明星服務(wù)中心員工必須堅(jiān)守崗位，保持線路暢通，沒有上級(jí)的命令不許撤離。Seequestion49.參照問(wèn)題49。Securityisinthehotel24hoursadayandthesecuritynumberis88603.保安工作時(shí)間是什么?怎么聯(lián)系？603。TodaythetraineeisgoingtobeatReservation.He/shewillbelearninghowtomakeareservationthetelephoneetiquette,whatReservationentailsandwhatkindofVIP’sthehotelhas.天你將去預(yù)定部，你將學(xué)習(xí)怎么做預(yù)定和我們有什么樣的VIP客人。1.Firstyouhavetoanswerthephonecorrectlyandwithin3rings.Writedownthenameofthecallerandusethenamediscretelythroughtheconversation.首先你要在三聲之內(nèi)接起電話。記下客人姓名并在對(duì)話中使用客人姓名。2.Askforthearrivaldateandthedeparturedate,orhowmanynightstheguestwouldliketostay.Confirmthis.詢問(wèn)客人的抵店日期和離店日期，并與客人確認(rèn)入住的間晚。3.Askforhowmanypersonsandifthenumberofpersonsismorethan1,askhowmanyroomstheguestwouldliketobook.詢問(wèn)有幾個(gè)人，如果多于一人則問(wèn)客人需要預(yù)定幾間.4.Asktheguestforthenameofthebooking,ifyoualreadyheardit,askifhe/shewouldliketohavethereservationunderhis/hernameandlethim/herspelloutthenameIfyoudidnotgetthenameearlier,askunderwhichnameyoumayputthereservationandletthecallerspellitout.人名字則問(wèn)客人是否用本名預(yù)定，如果在前面對(duì)話中不知道客人姓名則請(qǐng)求客人拼寫其名字。5.Asktheguestifhe/sheiswithacompanyandifitisacompanybooking.如果客人是公司預(yù)定則要詢問(wèn)客人公司名。6.Checkavailabilityandratesapplying(usingF5),telltheguestaboutthedifferentkindofroomsandtrytoupsell.Asktheguestwhatkindofroomhe/shelikesandconfirmtheroomandrate.有房間，告訴客人我們的房間類型和房?jī)r(jià)并試著7.Askifthegueststayedinourhotelbefore.Ifyes,lookuptheprofileandmakeareservationonthatprofileandcheckiftheprofileinformationiscorrect.Iftheguestneverstayedinourhotelbefore,makeanewprofile.filerofile沒有入住過(guò)我們酒店則新建一個(gè)Profile。8.AskifthecallerisamemberofourStarwoodPreferredGuestprogram.Ifyes,askforthenumberifnoexplaintheprogramandaskifhe/shewouldliketobecomeamember.SPG人是否愿意加入我們的會(huì)員并跟他解釋加入的好處。9.Askfortheguesthispreferences:King/Twin,Smoking/Non-smokingetc.詢問(wèn)客人的喜好：?jiǎn)稳碎g/雙人間，吸煙/非吸煙等。10.Askifthereareanyotherrequestsorpreferences.客人有沒有其它的特殊要求或喜歡。11.Askforpersonalinformation:address,contactnumberandE-mailaddress.聯(lián)系電話，語(yǔ)言和E-mail地址。12.Explaintheguaranteedbookinguntil6PM,askifhe/shewouldliketoguaranteethebooking;ifyes,askforkindofcreditcard,numberandexpirydate.到下午6點(diǎn)，問(wèn)是否需要擔(dān)保，如果是，問(wèn)是哪種信用卡，號(hào)碼是什么，有效期至什么時(shí)候。13.Confirmthewholebooking,including:name,arrivaldateanddeparturedate,numberofnights,numberofpersons,numberofrooms,Roomtype,preferencesandtheroomrate.，包括：姓名，抵店時(shí)間和離店時(shí)間，住幾晚，幾個(gè)人，幾間房，房間類型，喜歡和房?jī)r(jià)。14.Askifthereisanythingelseyoucandofortheguest.詢問(wèn)還有什么其它的可以幫到客人。15.Checkthetimetheguestthinksheisgoingtoarriveonthearrivaldateandifthereisaneedfortransportation.確認(rèn)客人將于幾點(diǎn)抵店，是否需要接車服務(wù)。16.DonotforgettogivetheguesttheconfirmationnumberanddonotforgettosendittotheguestAsktheguesthowhe/shewouldliketohavetheconfirmation,email/faxetc.Youcanfindtheconfirmationunderoptions.17.Thanktheguestforcallingandwishhim/herapleasantday.謝謝客人的來(lái)電，住客人愉快。Weofferalotofdifferentkindofrates.Theratedependsontheoccupancy,thetimeoftheyearandifaguestiswithacompanyornot.NormallyaguestwillgettheBARrate,whichisthestandardrate.Salessometimeschangesthis,butthiswillbetoldinthebriefinganditcanbeseeninthecomputer.我們提供什么樣的房?jī)r(jià)?有哪些因素影響房?jī)r(jià)變動(dòng)？不同種類的房?jī)r(jià)。房?jī)r(jià)受到住房率，時(shí)節(jié)和客人是否有公司價(jià)的影但會(huì)在Briefing的時(shí)候通知我們，而且電腦上也可以看到。AnySETNNLrate(withwhateverending),theStarhotrateandtheBAR1Brateincludesbreakfast.Sometimestherearespecialpackagesincludingabreakfastaswell.Youwillbenotifiedifthereisanewrate.Ifyouarenotsure,youcanlookitupintheOperasystem.Iftheguesthaschecked-in,youcanfinditatpackages.Ifbreakfastisincludeditwillshowtherewith所以的SETNNL的房?jī)r(jià)(不管已什么結(jié)尾)都包早餐，Starhot房?jī)r(jià)，BAR1B包早餐會(huì)顯示1。Allratesincludetaxes.Almostallratesincludeservicechargeaswell,sometimestherearespecialrates/packagesthatdonotincludeservicechargeandyouwillbenotified.價(jià)都包稅。幾乎所有的房?jī)r(jià)也都包稅，有時(shí)一些特殊的房?jī)r(jià)/套餐不包服務(wù)費(fèi)。Yes,youwillneedthecreditcardnumberandtheexpirydate.可以，需要信用卡號(hào)和信用卡有效期。Therearespecialrates/packagessometimes,whichwillbebriefedtoyouandwillbehangingonthenoticeboard.Dependingonthenumberofnights,timeofyearyoucanofferspecialrates,ortocompanyguests.Brief公司客人也可以有特殊房?jī)r(jià)。TodaythetraineewillworkintheRoomservicedepartmentforthefirsthalfandthesecondhalfhe/shewillbeworkinginStarserviceagain.TodaythetraineewilllearnaboutRoomservicethemenu,thestandards,RenzoLounge,BotanicaandwillgetmoreinformationaboutStarservice.在送餐部工作但在上午的下半節(jié)和下午的下半節(jié)你們又將回到明星服將學(xué)習(xí)送餐的菜單，標(biāo)準(zhǔn)，大堂吧，御園西餐廳，你們將得到更多的關(guān)于明星服務(wù)的信息。Telephoneetiquetteandstandardsofin-roomdeliveringareimportant.話禮儀和標(biāo)準(zhǔn)對(duì)送餐部很重要。ItisamenuofinternationalandAsianfood.菜單上有國(guó)際和亞洲食譜。No,itdepends.Breakfastisonlyinthemorningfrom06.00till10.00.From11.00till23.00thefullmenuofBotanicaisavailableandbetween23.00and06.00thereisaselectionoftheBotanicamenuavailable.供。TheBotanicarestaurantusesthesamemenuaswellastheRenzolounge.御園西餐廳和大堂吧的菜單都用于送餐服務(wù)的菜單。Yes,wehaveAsian,ContinentalandAmericanbreakfastsandanalacartebreakfast.Thedifferencesareintheingredientsofthebreakfast.可以，我們有亞式，歐式和美式早餐。不同點(diǎn)在食品的配置方面。Theguestcancalltoroomservicetoorderbreakfast,ortheguestcanusethevaletinhisroomtoorder.Allroomservicevaletswillbepickedupat02.00inthemorning.送餐部預(yù)定，或者使用房?jī)?nèi)的預(yù)定牌預(yù)定。所有的早餐預(yù)定管事部。Dependsonhowbusythekitchenis,mostofthetimeitwillbewithin30minutes.取決廚房的忙碌程度，但最遲30分鐘之后要送到客人房間。NowhavealookattheBotanicarestaurantandtheRenzoLounge.Lookattheatmosphereandthemenuandanswerthefollowingquestions現(xiàn)在參觀御園西餐廳和大堂吧。感受氣氛看看菜單并回答以下問(wèn)題。Yes,therearesmokingandnon-smokingareas.有，有分吸煙區(qū)和非吸煙區(qū)。Yes,on-stayingguestscaneatintherestaurantsaswell.可以，非住店客人也可以在餐廳消費(fèi)。No,therearenone.沒有，不需要。TheBotanicamenuisintheBotanicarestaurantandintheRenzolounge.In-roomdiningusesthemenuaswell.御園西餐廳的菜單在御園西餐廳、大堂吧和客房?jī)?nèi)送餐服務(wù)都使用。Thewholedaythereispianomusic,thisisautomaticforthelobby/frontdeskandfortheRenzoLounge.From17.30till20.30thereislivepianomusic.From20.30till00.15thereisaPhilippinebandplaying.有娛樂節(jié)目嗎?在什么時(shí)段？整天都有鋼琴音樂，是自動(dòng)彈奏的，在大堂/前臺(tái)和大堂吧都能聽到。從下午5：30到8：30有專人彈鋼琴曲。從8：30到00：15有菲律賓樂隊(duì)的表演。From06.30till10.30.yTodaythetraineewillworkinthehousekeepingdepartment.He/shewilllearnabouthowhousekeepingworksandhowwecommunicatewiththem.Thetraineewillcleansomeroomsworkwithasupervisor,workwiththePAanddoturndownservice.Afterthisthetraineewillmakethefirstquiz.最后一個(gè)星期的培訓(xùn)，你將去客房部了解部門運(yùn)作和知道怎么跟他們PA作和怎么做開夜Atthehousekeepingoffice.在客房部辦公室。Atthehousekeepingaswell,butinasafetybox.貴重物品的失物招領(lǐng)在哪?也是在客房辦公室，但是放在保險(xiǎn)箱內(nèi)。procedure?Non-valuableitemsarekeptfor3months,valuableitemsfor6monthsandveryvaluableitemsfor1year.Aftertheseperiodstheitemwillbereturnedtothefinder.失物招領(lǐng)的程序是什么?失物在六個(gè)月后一直沒人招領(lǐng)則將交給拾物者。如果是貴重物品將保存更久。Minibarservice(housekeeping)willcheckalltheminibarsandwillpostthechargesontheguests’bill.迷你吧服務(wù)是什么，怎樣收取客人的費(fèi)用?由客房部負(fù)責(zé)，可以入房帳。JamesZhi.sZhiFrom07.00till19.00.Buttheserviceis24hoursaday.Theextensionnumberis29.分機(jī)是29。Washingalllinenofthehotel,includingtablecloths,napkins,bedsheetsetc.Washing/dry-cleaning/pressingetctheclothesofguests.Theuniformroombelongstolaundryaswellandtheyareinchargeofalluniforms.APAattendantkeepsthePublicAreascleanandtidy,includingthetoilets.Theycanbereachedat88557.？?？梢源?8557聯(lián)系他們。Theextensionnumbersare27and28.。Everyoneisreceivingturndownservice.Thecurtainsareclosedandamenitiesandtowelsreplenishedifneeded.Thebreakfastandlaundryvaletareplacedonthebed.上窗簾物品和廁所將被重新整理。早餐和洗衣單將被放在床上。Between17.30and21.30.ayTodaythetraineewillbeworkinginthebusinesscenter.He/shewilllearnwhatkindofservicestheBCprovides,thecostsandhowthemachineswork.Youwillstartthedaywiththebriefingandthentheevaluationoftheperformanceoflastweekandtheresultofthequiz.今天實(shí)習(xí)生將在商務(wù)中心培訓(xùn).他/她將了解商務(wù)中心的各項(xiàng)服務(wù),價(jià)格標(biāo)準(zhǔn)以及設(shè)施設(shè)備的工作狀況.這天你將開始了解商務(wù)中心的梗概知識(shí),然后是上周工作的評(píng)價(jià)和測(cè)驗(yàn)的結(jié)果.Alkindsofofficesupportingservices.Theguestcanrentofficeequipment,canfax,usetheinternet,havepaperslaminated,photocopypapersetc.商務(wù)中心提供那些服務(wù)?所有與辦公相關(guān)的服務(wù).客人可以租辦公設(shè)備,發(fā)傳真,上網(wǎng),過(guò)膠文件以及影印等.Goodmoring/afternoon/evening,Sir/Madam,howmayIhelpyou?如果客人進(jìn)商務(wù)中心了,你該怎么說(shuō)?早上/下午/晚上好,先生/女士,請(qǐng)問(wèn)有什么可以幫到你?sFirstputthefaxinthemachinewiththetexttothewall.Thenpressthetelephonebuttonandwaitforasignal.Theninsertthetelephonenumberandpressthegreenbutton.Forthecostsseeappendix6.怎樣發(fā)傳真?以及如何收費(fèi)?首先把傳真倒置放進(jìn)傳真機(jī),然后撥傳真號(hào)碼,等信號(hào)正常后再按一下綠色的鍵就可以了.價(jià)格可參考價(jià)目表.ClickFrontDeskClickAccountsName:PI-BC-TELRoomtype:PIRoom:83322,83321MarketCode:LSTSourceCode:HSEClickOK83322and83321aretheextensionnumbersofthephone.擊OK。Allbuttonshavetobepressedtothewallandthetemperaturehastobe120.Forthecostsseeappendix6.過(guò)塑機(jī)怎樣工作以及如何收費(fèi)?按下所有的(相關(guān))按鈕,將溫度調(diào)到120.收費(fèi)可參考附件.Gotocashieringandthentobilling.Enteryourpassword.Thenentertheroomnumberoftheguestanddoubleclickontheroomnumber.Thebilloftheguestwillbeopened.Ifyoustandonthebillandclickyourrightmouseknobyouwillgetamenu.Chooseaddnewwindow.Thiswaythereisanewwindowcreated.Clickinthenewwindowsoitturnsblue.Thenyoucanclickpost.Enterthecode,ifnotknown,lookitup.ThenuseTabandentertheamountandthequantityandthechecknumber.Ifthereisanythingthathastobenoted,itcanbenotedatreferenceorsupplement.Postandthenprintthewindowandattachthebilltothemiscellaneouschargeform.Transfertheposting,bydraggingittowindow1andclosetheextrawindowagain.Seeappendix49.需要說(shuō)明的，可以填寫到Reference或Supplement。最后點(diǎn)擊Post，打印一份投財(cái)務(wù)，在把帳拖到第一個(gè)窗口并關(guān)掉那個(gè)多余的窗口。sTheguestcanusetheinternetimmediately.Offerhelpandkeeptrackofthetime.Aftertheguestisfinishedyoucancalculatethecostsandlettheguestsignthemiscellaneouschargeform.Afterthatyoucanpostthechargetotheroom.Forthecostsseeappendix6.客人怎樣上網(wǎng)?如何收費(fèi)?以及你應(yīng)該做些什么?以上網(wǎng).應(yīng)主動(dòng)給其提供幫助,并記錄時(shí)間.這樣客人上完網(wǎng)后,就可以計(jì)算出其費(fèi)用,讓客人在雜項(xiàng)費(fèi)用單上簽名,就可以將其費(fèi)用入到房帳.價(jià)格參見附件.Asktheguestwhenhe/shewouldliketomakeuseoftheboardroom.Lookiftheboardroomisavailableatthattime.Askfortheguests’nametobooktheboardroomunder.Telltheguestaboutthechargesforrentingtheboardroom(200RMBperhour,550RMBhalfdayand900RMBperday).Confirmwiththeguestthedate,timeandthecostsrelated.Theguestcanpayca