礼宾部新员工培训计划

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 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.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

e 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 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 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