礼宾部新员工培训计划
Concierge New Associate Training Program Fullview 礼宾部新员工培训计划
Department induction部门简介
1.
2.
3.
4. Front Office Organization Chart 前厅部组织结构 Job Description 工作职责 Department Tour 参观酒店各个部门 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.
2.
3.
4.
5.
6.
7.
8. Basic Telephone Etiquette 基本的电话礼仪 Basic telephone standard 基本的电话标准 How to answer incoming 接听电话 How to place calls on hold 电话等候 How to transfer calls 转接电话 Hot to handle inquiries 处理问询 How to take down message 电话留言 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 guest’s 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 guest’s 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.
2.
3.
4.
5.
6. Receive the message from somewhere about luggage serve 接收到需要行李服务信息 Confirm the message确认信息 Use of appropriate tools 使用合适的工具 In the room 在房间 Carries luggage down 运送行李 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 can’t 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 guestStore 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.
2.
3.
4.
5.
6.
7.
8. When rainy days 当下雨时 Preliminary work 准备工作 When a guest comes to borrow an umbrella 当客人接雨伞时 Check the umbrella 检查雨伞 Related records 相关记录 When guest give back the umbrella 当客人归还雨伞 If umbrella have any damaged 如果雨伞有损坏 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.
2.
3.
4.
5. Keep trolley cleanliness and functional 保持行李车的清洁和性能 Kept in their specified areas in the lobby 放在指定位置 How to use 如何使用 Never put the trolley near the trolleys 不要将行李车靠近外面台阶 On the move 在移动中
Live move转房服务
1.
2.
3.
4.
5.
6.
7.
Receive a “Live more “order 获得转房命令 What we need to know 我们需要知道的 Take a trolley and go up to the guest’s room 推行李车到客人房间 In the room 在房间 To new room 在新的房间 Inform reception the “Live more “was done 通知前厅房间已换好 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 minutes5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.
2.
3.
4.
5.
6. Receive guest request for transportation booking接到客人订车要求 What we need to know 我们需要知道的 What’s guest need to know 客人需要知道的 Fill out transportation booking vouchers accordingly 填写租车预订单 Charges in reception 到前台入账 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.
2.
3.
4.
5.
6.
7.
8.
9. What we can’t help 什么我们不能帮客人买 How to say “No”如何拒绝 Know guest’s requirement了解客人的需求 Talk to guests probable amount of money and time告知客人大概需要的价钱和时间 Kindly ask the guest to fill out the authorization sheet礼貌的请客人填写委托书 Get money from guest according the price从客人处先取现金 Pre-Egression外出之前 Get receipt from store and show it to guest with goods将物品和发票交给客人 The authorization sheetshould 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.
2.
3.
4. Morning Shift Check List早班工作程序 Afternoon Shift Check List中班工作程序 Night Shift Check List Newspaper hand out夜班工作程序
5. Review回顾