【正文】 of connecting phone call5. 內(nèi)部電話處理 internal phone handling6. 客人信息查詢 guest information inquiry7. 電話號(hào)碼查詢 phone number inquiry8. 叫醒服務(wù) morning call service9. 留言服務(wù) message service10. 免打擾服務(wù) no disturb ance service11. 客人動(dòng)向信息 guest information12. 保密服務(wù) keeping confidentiality 13. 緊急電話 emergency call14. 電話系統(tǒng)故障 barrier of phone system主題 ：酒店門前工作Subject: hotel front work參考號(hào)：FOCON001Ref: FOCON001目的 OBJECTIVE 細(xì)化酒店門前的各項(xiàng)工作，維護(hù)酒店的星級(jí)門面形象Detail every task to maintain hotel image流程 PROCEDURES 1． 門僮應(yīng)認(rèn)真準(zhǔn)備好客人到達(dá)酒店時(shí)如何致意歡迎。如打開客人的車門時(shí)可以 說：“歡迎您光臨雅閣酒店” Doorman prepares to greet to guests, like saying “wele to Argyle Hotel” when he opens the door for them2． 作為門僮，平素要注意研究門前車輛的調(diào)度，熟悉各種車輛的停車、開門、關(guān)門、起動(dòng)等四個(gè)動(dòng)作和走車路線等。尤其是白晝、夜間、晴日、雨天以及人多雜亂時(shí)的各種不同情況。 As a doorman, pay attention to vehicle fleet, be familiar with the four movements (parking, opening door, closing doors, moving) and driving lines of every vehicle, esp. different situations during daytime, nighttime, sunny day, rainy day, or crowded days. 3． 門僮對(duì)出租車司機(jī)要親切、熱情。處理好人際關(guān)系對(duì)于酒店的宣傳極其重要。情況允許時(shí)，可告訴司機(jī)酒店客人的用車需要，并隨時(shí)掌握酒店出租車的車輛情況。 Doorman should be kind and warm to taxi drivers. Deal with relationship well to introduce hotel. With allowance, doorman can tell drivers vehicle needs and get some taxi resource information4． 客人乘車到達(dá)酒店時(shí)，門僮要注意下列順序：When guest arrives hotel by car, doorman should pay attention to:a) 指揮車輛停在適當(dāng)位置。 Guide vehicle to park at proper place.b) 注意車輛前后左右的安全。 Pay attention to the safety of the vehicle’s neighbourhood.c) 客人做好下車準(zhǔn)備再開車門,尤其對(duì)女客、兒童要格外小心。 Get ready to open doors for guests, esp. women and children.d) 使用恰當(dāng)、得體的語言表示歡迎。 Wele guests with proper language.e) 清點(diǎn)行李的種類件數(shù)。 Count luggage number.f) 注意安全，關(guān)好車門。 Close the door of the vehicle and pay attention to safety.g) 指揮車輛離開 Guide vehicles to leave.h) 最好不替司機(jī)、客人保管車鑰匙（必要時(shí)除外）。Doorman should better not keep keys for drivers and guests (unless he has to)5． 由于司機(jī)經(jīng)常向門僮或行李員、服務(wù)員等詢問諸如車場、車庫路線、到名勝古 跡或大廈公司的路線、地址等問題，因此有關(guān)人員日常對(duì)此要有所研究。 As drivers often asks for parking, driving lines to places of interests, doorman should be familiar with different traffic information.6． 召開大型宴會(huì)時(shí)，酒店一般事先發(fā)放停車證及車號(hào)，調(diào)度車輛時(shí)使用揚(yáng)聲器呼喚客人姓名、公司名稱、車號(hào)等。在雜亂的大型停車場，還可酌情使用麥克風(fēng)、手提式步話機(jī)等。 Hotel would hand out parking certificate and series number to drivers when largescale banquet is going on. Use louderspeakers to read guest’s name, pany name, and car number, etc. to have vehicle fleet management.主題 ：門僮服務(wù)Subject: doorman service參考號(hào)：FOCON002Ref: FOCON002目的 OBJECTIVE 規(guī)范門前工作的細(xì)節(jié)，保證來臨的客人第一時(shí)間地感受到酒店的親切、熱情的到店服務(wù)Regularize working details of hotel front area, make sure guests feel warm and hospitable once they get hotel流程 PROCEDURES 1. 當(dāng)客人乘坐的車輛抵近時(shí)，站外車道的門僮要主動(dòng)為司機(jī)打手勢，以便汽車停在適當(dāng)?shù)奈恢?。待車停定后，門童應(yīng)迅速走近開啟汽車門的最佳位置，熱情相迎（微笑），拉開車門，向客人表示歡迎（講敬語、問好），先開前門，再開后門，然后站在后門為客人服務(wù)。 Doorman signals driver to park at proper place when guest’s vehicle es. When the vehicle stops, go to the best place to smile and open the door for the guest, and have greetings to the guest, to open the front door first, then back door, then serve guest at the back door.2. 動(dòng)作應(yīng)是左手拉開車門，右手遮擋于車門框上沿（泰國客人除外），以防客人頭部與汽車門框相碰，并提醒客人注意。 Open the door with left hand, cover the top of the vehicle with right hand (except people from Thiland) and tell guest to be careful, in case to let guest bump into the vehicle.3. 對(duì)于年老或行動(dòng)不便的客人，拉開車門后，要主動(dòng)攙扶其下車。 For old or those who have proble in walking, open the door and support them with hands to get out of the vehicle.a) 如果客人手上拿的東西太多，應(yīng)主動(dòng)接過來，以方便客人下車。 If guest has many things in his hand, help him to carry things when he gets out of the vehicle.b) 如果車上裝有行李，即招呼門口行李員為客人搬運(yùn)行李。 If there is luggage, call for luggage man to carry the luggage.c) 詢問客人是否要住店，并轉(zhuǎn)告行李員。 Ask guest if he will sty in the hotel, then let luggage man know.d) 如暫時(shí)沒有行李員，應(yīng)主動(dòng)幫助客人將行李卸下，當(dāng)面和客人點(diǎn)清件數(shù)，把行李搬入大堂，并告訴行李員行李件數(shù)，如無行李生則與領(lǐng)班交接，然后迅速返回工作崗位。 If there is no luggage man at that time, help guest to take off the luggage, count them in front of the guest, take them to the lobby, tell luggage man the number. If there is no luggagem man, tell the head of the shift, then go back to work.e) 登記車號(hào)卡轉(zhuǎn)交給客人。 Register vehicle number and hand in to the guest.4． 客人離店時(shí)，門童應(yīng)主動(dòng)上前向客人打招呼，問客人去處并代客人叫車，打手勢引導(dǎo)車輛停在適當(dāng)位置。請(qǐng)客人上車，并告訴司機(jī)客人的去處，向客人道別。 When guest leaves the hotel, doorman should say goodbye to guest, ask the guest where to go, and help him to get a vehicle. Open the door for the guest, tell driver where to go, say goodbye to the guest.a) 動(dòng)作應(yīng)是左手拉門，右手遮擋于車門門框上沿，以防客人頭部與汽車門框相碰，并提醒客人注意。 Open the door with left hand, cover the top of the vehicle with right hand (except people from Thiland) and tell guest to be careful, in case to let guest bump into the vehicle.b) 對(duì)于年老或行動(dòng)不便的客人，拉開車門后，要主動(dòng)攙扶其上車。 For old or those who have proble in walking, open the door and support them with hands to get into the vehicle.c) 如果客人手上拿的東西太多，應(yīng)主動(dòng)接過來，征得客人同意后，把行李物品放好，并交接好件數(shù)，蓋好車尾箱蓋（或關(guān)好車門）。 If there are many things in the guest’s hands, with the guest’s permission, help him put the luggage in the vehicle, count and tell guest how many items, close the trunk/door.d) VIP 客人離店，當(dāng)客人車輛啟動(dòng)時(shí)，應(yīng)舉手告別，且目送其離去以示禮 貌。 Solute to VIP when he leaves hotel.e) 登記車號(hào)卡呈交客人。Register vehicle number and give it to the guest.5 當(dāng)候車人多而無車時(shí)，門僮應(yīng)禮貌地請(qǐng)客人排隊(duì)，按先后次序乘車，協(xié)助保安員維持秩序；當(dāng)載客的車多而人少時(shí)，門僮應(yīng)按汽車到達(dá)的先后安排客人乘車。 When there are many people waiting for the vehicle, doorman should be polite and tell guests to wait in line, and asist security guard to maintain order。 when there are more vehicles than guests, doorman should arrange the picking up according to the order in lin