【正文】 n the phone will blink and the guest has to call SS and will receive the message entered in the system.怎樣在不打電話和不讓電話響的情況下給客人做語言留言？不，不可能。What do you do if someone asks for the room number of a guest?You never give the room number of a guest, or the name in case of a roomnumber. This is for the safety of our guests. At the Front Desk we can look up the room number or name and then connect the guest to the room, without saying the room number. At SS we do not tell the room number as well. Only if the caller asks for room number 2005, we will check the guests name with the caller. You have to ask the caller for the name of the guest. If this matches the name in Opera you can transfer the call to the room.如果有人要問詢客人房號應(yīng)怎么處理？為客人的安全起見，客人房號是不可以透漏的，反之亦然。10：00之后送洗要與客人確認(rèn)是快洗還是普通洗？洗衣房的營業(yè)時間是早上7：00到晚上7：00，但我們提供24小時服務(wù)。What do you do if a guest asks for an outside line?Say it is no problem and that if the guest would like to have an outside line without having to call SS, the guest has to press the 9 before the telephone number. If a guest at Front Desk asks an outside line, it is not possible.如果是客人要撥打外線呢？沒問題?？头坎縄s it possible for a guest to listen to his voic from another telephone?No, it is only possible to listen to the voic from the room telephone.其它的電話客人可以聽取語言留言嗎?不能，客人只能在客房內(nèi)的電話上聽取留言。在“Reservation” 下做留言，讓學(xué)員知道怎樣看留言。How can the guest use the internet, what kind of internet connection is there, and is it free of charge?There are LAN connections in the rooms, which is free of charge. We have internet facilities in the BC as well, but we have to charge for this service. At the EF we have internet connection as well. We offer 2 puters and a wireless internet connection. In the Renzo lounge we offer free wireless internet as well. 客人怎樣上網(wǎng)，是免費的嗎？是的，在客房和行政樓層上網(wǎng)都是免費的?！被蛘吡硗獾那闆r，“ 我將為您轉(zhuǎn)接史密斯先生。如果需要則幫助客人做送餐服務(wù)并確認(rèn)好送餐時間。How does the telephone work?Explain how the telephone works. How to use the telephone, how to connect a call etc. Explain the used buttons, like placing in hold, busy etc.機(jī)臺操作知識。What are the opening hours of the gym, swimming pool and massage area?Gym: – Swimming Pool: – Massage: – 健身房、游泳池和桑那的營業(yè)時間。What is a DND sign and where can I find it?DND stands for “Do Not Disturb”. A guest can put the DND on if the guest does not want to be disturbed. The DND is a switch located on 1 of the 2 bedsides.什么是DND以及哪里我可以找到它？DND的意思是：請勿打擾。What is the red folder for? And what is in it?Guest information about the hotel. As extra there are envelopes, paper, cards SPGform, voice mail instruction etc.紅色服務(wù)指南在是做什么用的？里面有什么？酒店給客人的各種信息。當(dāng)客人進(jìn)客房時保險箱是打開的。Can I wear my uniform when I am going home?No, the uniform and other related items are property of the hotel. Nothing of the hotel can be taken outside the hotel, including your uniform.下班后還可以穿工作服嗎？不能，制服和其他的相關(guān)物品都是酒店的財產(chǎn)。Which are special suites? And why?2928, 2929 and 2930 are special suites because they have there own sauna in the room. 2928 and 2929 also have a TV in the bathroom. 2718 has its own special feature of having a huge bathroom.Which rooms are not the best in their category?The rooms located on lower floors can be bothered by the traffic passing by, especially the ones with front side view.哪些房間相對比較差？低樓層的房間比較吵鬧。行政商務(wù)房：吸煙和非吸煙，單人間和雙人間。PrefaceDear Trainer,I appreciate that you are willing to put effort in training a new coworker! Thank you!You will train the trainee the ing 2 weeks/ 4 weeks. The trainee has to be able to work alone after the training. We start with the basic procedures and basic information. You will have to provide the trainee with a lot of information and you have to show him/ her a lot of procedures.The trainee will be very busy during the training and will get a lot of information. It can be hard for the trainee to cope with all the information. Please be patient and try to remember how your first weeks were. At the end it will all work out.The training manual will be a guide line for the trainee to learn the procedures and standards. Your manual has the answers to the questions. You must know the answers already, but there is information in the manual that you need to explain to the trainee, and the answers are a guideline. So do not forget to use it. The answers are thorough and that is what you need your trainee to know.If you have any remarks or other feedback about t