無錫某酒店前臺(tái)員工培訓(xùn)資料45-全文預(yù)覽
【正文】 rd or cash?” 檢查是否有未發(fā)的留言和郵件。 如果正在接待另一賓客，向其問候，并說“先生，稍后我將為您服務(wù)”If you are dealing with another guest, acknowledge guest presence and say “I will be with you shortly, sir”前廳部 FRONT OFFICE部門/區(qū)域：DEPARTMENT/ AREA: FD 接待處FD RECEPTION 服務(wù)內(nèi)容/工作職責(zé)：SERVICE/ TASK:FDSOP035 在前臺(tái)辦理結(jié)帳退房FDSOP035 CHECK OUT AT THE RECEPTION DESK標(biāo)準(zhǔn)：STANDARD: 離店手續(xù)必須保證效率，不能有四個(gè)以上賓客在排隊(duì)等待Departure pletion should be efficient with individual queues not to exceed 4 guests.賓客期望Guest expectation工作職責(zé)What to do?工作標(biāo)準(zhǔn)Standard of Performance賬目準(zhǔn)確Account to be accurate受到貴賓般的禮遇To be treated as a valuable customer沒有被催促的感覺 Not to be rushed結(jié)賬迅速To be able to settle the account in a speedy manner賓客走近接待處時(shí)認(rèn)出賓客Acknowledge the guest as soon as he approaches the reception微笑并用眼神交流Smile and make eye contact以姓名稱呼賓客Use the guest’s name遞交賬單Present the bill與賓客核實(shí)Check with the guest“X先生，早上/下午/晚上好，可以問您做些什么嗎？ ”Use the guests name at least twice during conversation. “Good Morning/ afternoon/ evening Mr X How may I help you?” 做好解釋任何費(fèi)用的準(zhǔn)備Be prepared to explain any charges.如果沒有，詢問賓客行李數(shù)目并通知行李員，“ X先生，有人為您拎您的行李嗎？”Verify the guest’s luggage has been brought down from the room. If this has not been done, ask the guest how many pieces of lugga
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