礼宾部新员工培训计划.docx

Concierge New Associate Training Program Full view 礼宾部新员工培训计划Department induction 部门简介1. Front Office Organization Chart 前厅部组织结构2. Job Description 工作职责3. Department Tour 参观酒店各个部门4. Introduction to concierge layout 介绍礼宾部分布5. Basic hotel product knowledge 基本产品知识介绍Basic Telephone Skills 电话技能1. Basic Telephone Etiquette 基本的电话礼仪2. Basic telephone standard 基本的电话标准3. How to answer incoming 接听电话4. How to place calls on hold 电话等候5. How to transfer calls 转接电话6. Hot to handle inquiries 处理问询7. How to take down message 电话留言8. How to hang up the phone 如何挂断电话Basic Guest Contact Skills 对客服务技能1. Guest courtesy 待客礼仪2. How to welcome guest 如何欢迎客人3. How to introduce hotel products and inform guest of daily specialty or promotional items 如何向客人介绍酒店产品或促销项目4. How to handle guest request 如何处理客人的要求5. How to guide guest to hotel outlets 如何引导客人6. How to check guest satisfaction 如何检查客人的满意度7. How to handle guests complaint 如何处理客人投诉8. How to refer guest to others 如何委托他人帮助客人9. How to thank guest for business 如何感谢客人10. How to see off guest 如何送别客人FIT check in 散客入住1. Greetings to guest 问候客人2. Help with the luggage 帮助客人拿行李3. Show way to reception 引领客人到前台4. Checking in at reception 客人入住中5. After checking in 入住手续办理完后6. On the way to the room 去房间的路上7. Try to determine the guests needs 尝试获得客人的需求8. Show the guest where the emergency exits are bold 向客人指出过道的紧急出口9. How to knocks on the door怎么敲门10. Explain to the guest how to use the room key 向客人介绍如何开门11. Show the facilities in the room 介绍房间设施12. Leave the guest room离开客房13. Fill in baggage log sheet填写行李记录表FIT check out 散客退房1. Receive the message from somewhere about luggage serve 接收到需要行李服务信息2. Confirm the message确认信息3. Use of appropriate tools 使用合适的工具4. In the room 在房间5. Carries luggage down 运送行李6. Handle luggage 行李的处理7. Fill in baggage log sheet 填写行李记录表Storage of Luggage 行李寄存1. When guests want to store luggage 当客人提出想要寄存行李2. What information we need to know 我们需要知道哪些信息3. What kind of the luggage we cant store 我们不寄存哪些行李4. How to say “NO”如何拒绝5. Fill in luggage tag 填写行李寄存牌6. Ask for guest read the list of luggage tag and sign in it请客人阅读相关条款,并签名确认7. Give the the e second line of luggage tag to the guest Store the luggage 给客人下联8. When the guest wishes to retrieve their luggage 当客人来取行李9. Check the tag NO .and sign 核对行李牌号码和签名10. About storage record 关于寄存记录Local area information 当地信息1. City map 城市地图2. Business directions 商业指南3. Location of municipal governments 当地政府位置4. Restaurants with various cuisine 各式餐厅5. Transportation arrangements 交通安排6. Hospital 医院7. Tours and sightseeing options 旅游景点8. Religion places 宗教场所9. Entertainment Centre 娱乐场所10. Other hotels 其他酒店11. Shopping excursions 购物场所Umbrella service 雨伞服务1. When rainy days 当下雨时2. Preliminary work 准备工作3. When a guest comes to borrow an umbrella 当客人接雨伞时4. Check the umbrella 检查雨伞5. Related records 相关记录6. When guest give back the umbrella 当客人归还雨伞7. If umbrella have any damaged 如果雨伞有损坏8. Update the inventory every shift 每班清点9. Make remarks in reception 在前台备注Use Luggage trolley 行李车的使用1. Keep trolley cleanliness and functional 保持行李车的清洁和性能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 不要将行李车靠近外面台阶5. On the move 在移动中Live move 转房服务1. Receive a “Live more “order 获得转房命令2. What we need to know 我们需要知道的3. Take a trolley and go up to the guests room 推行李车到客人房间4. In the room 在房间5. To new room 在新的房间6. Inform reception the “Live more “was done 通知前厅房间已换好7. Related records 相关记录Message delivery 递送留言1. All written message have to within envelop 所有书面信息必须用信封装好2. Pick up the message in five minutes 5分钟内送到3. If the guest is not present 如果客人不在4. Fill out “Bell Captain control sheet“ 填写行李员活动控制表Transportation booking 订车服务1. Receive guest request for transportation booking接到客人订车要求2. What we need to know 我们需要知道的3. Whats guest need to know 客人需要知道的4. Fill out transportation booking vouchers accordingly 填写租车预订单5. Charges in reception 到前台入账6. Noted transportation request on daily transportation reservation sheet将相关信息注明在每日车辆安排上7. Afternoon shift need to check 中班需要检查8. Exceptional case 特殊情况9. Out side guests (prearrange guest ） 店外客人（预抵客人）10. Pick up serve 接机服务11. Related records 相关记录Commission items 委托代办1. What we cant help 什么我们不能帮客人买2. How to say “No”如何拒绝3. Know guests 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价钱和时间5. Kindly ask the guest to fill out the authorization sheet 礼貌的请客人填写委托书6. Get money from guest according the price从客人处先取现金7. Pre-Egression外出之前8. Get receipt from store and show it to guest with goods 将物品和发票交给客人9. The authorization sheet should be filed in the Concierge respectively 授权书必须在礼宾部做好分类存档10. If have some suddenness 如果有意料之外的事情发生Check List 每班工作内容1. Morning Shift Check List早班工作程序2. Afternoon Shift Check List中班工作程序3. Night Shift Check List4. Newspaper hand out夜班工作程序5. Review回顾