【正文】 意識第八章 資格第九章 服務(wù)第十章 資格申請及授證、徽第十一章 年會第十二章 CIS形象手冊第一章 導(dǎo) 言中國酒店業(yè)伴隨國際國內(nèi)經(jīng)濟發(fā)展的大好形勢，一個酒店業(yè)崛起的時代已經(jīng)到來。我們的使命是：博采中西方優(yōu)化的服務(wù)理念，誠信極致的最佳服務(wù)特色。以人為本，待客為尊，御侍服務(wù)，做一名合格的社會“服務(wù)人”，酒店的“皇金管家”。九誠：機遇留給有準備的人，成功則賜給那些善于思考與學習的人，一名優(yōu)秀的”皇金管家”應(yīng)成為旅業(yè)策劃與酒店優(yōu)質(zhì)服務(wù)的踐行者。獲得“皇金管家”榮譽后，國際酒店領(lǐng)袖機構(gòu)將提供信息，咨詢及檔案管理服務(wù)，除向機構(gòu)購買服裝、徽章、領(lǐng)帶、紐扣等物品收取成本費用外，其它不再向企業(yè)和個人收取品牌使用和服務(wù)費。4. 由國際酒店領(lǐng)袖機構(gòu)與申請人酒店協(xié)商后確定為皇金管家，將舉行授牌，授徽儀式。第十三章 （CIS）形象手冊徽章 勛章勛帶中國酒店［皇金管家］培訓教材目 錄一、 序二、 導(dǎo)言三、 訓導(dǎo)師四、 協(xié)訓機構(gòu)五、 課程六、 證書七、 管家培訓教材一、序中國酒店業(yè)伴隨著國際國內(nèi)經(jīng)濟發(fā)展的大好形勢，一個酒店業(yè)崛起的時代已經(jīng)到來，酒店在變、顧客的需求也在變，為此，我們的經(jīng)營管理理念首先要更新，特別是在服務(wù)上不只滿足顧客感到“賓至如歸”和“滿意加驚喜”，應(yīng)向英國管家行會學習，使酒店的服務(wù)做到“精細、周到、圓滿、美好”讓客人永遠不可忘記。通常這種鏈接的信息溝通及增效服務(wù)很難完成。supporing客人一旦入住酒店，我們就成為他們的私人管家，成為套間（家庭）的“經(jīng)理”，客人的雇員。通過建立有效的匯報程序，管家亡成了酒店高級管理層的耳目，確保管理部門的監(jiān)督工作，保證客戶在酒店逗留期間一切問題均能得到妥善解決，生活舒心，滿意而歸。The training enpasses how to deal with a wide variety of nationalities each with their own cultural differences and requirements when it es to luxury service.培訓課程主要講述在為客戶提供奢華服務(wù)的過程中，我們?nèi)绾瓮咨铺幚聿煌瑖?、文化和需獲所帶來的相關(guān)問題。Trustworthy,值得信賴Employer is more open with problems and ments雇主對待問題和評價日益開放EMPLOYEES ARE NERVOUS同事變得緊張YOU ARE FINDING YOUR WORK UNSATISFACTORY你會發(fā)現(xiàn)自己的工作不足STANDARDS標準設(shè)立WHEN SETTING STANDARDS YOU HAVE TO BE SMART建立標準時，我們必須做到靈活機智（SMART)SPECIFIC 具體．WHO THE STANDARDS APPLIES TO標準的適用對象．WHAT ACTIONS ARE EXPECTED標準服務(wù)規(guī)范．HOW CAN YOU TELL IF THE STANDARD IS BEING MET如何判斷這一標準已經(jīng)達到MEASURABLE 可量．HOW CAN WE MEASURE STANDARDS如何衡量標準．WHAT IS THE GOAL我們的目的是什么．WHO DOES THE MEASURING衡量服務(wù)標準的人員是誰ACHEIVABLE 實際．CAN WE ACHIEVE IT 100% OF THE TIME我們當前能否百分百的完成任務(wù)．WILL THE STAFF STRIVE TO ACHIEVE IT員上會努力完成本任務(wù)嗎RELEVANT 相關(guān)．TO THE EMPLOYERS NEEDS注意雇主的需求．TO THE STAFF EXPERIENCE注意員工經(jīng)驗．TO THE EMPLOYERS EXPECTATIONS注意雇主的期望．TO THE PHYSICAL PROPERTY注意具體資產(chǎn)TIMELY 及時．CAN WE SET TIME FRAMES是否可以設(shè)置服務(wù)時間范圍．PERCEPTIONS OF TIME時間概念．WATCH THE CLOCK注意看表MPLEMENTING NEW STANDARDS 新標準的施行．DETERMINE WHAT EMPLOYERS REQUIRE確定雇主的需求．DECIDE WHICH SERVICES TO IMPROVE確定需要改進的服務(wù)項口．SET MEASURABLE STANDARDS AND WRITE THEM DOWN確定標準的可量指標，井予以記錄．MAKE STAFF A WARE THAT THIS IS GOING TO HAPPEN通知員工注意新標準的實施．TRAIN STAFF TO ACHIEVE THE STANDARD培訓員工，達到新標準的要求．MEASURE STANDARDS ON REGULAR BASIS根據(jù)日常服務(wù)表現(xiàn)衡量標準實施效果．KEEP STAFF INFORMED OF PROGRESS通知員工服務(wù)的改進程度．REWARD SUCCESS給予獎勵．REEVALUATE YOUR STANDARDS REGULARLY定期重新評估服務(wù)標準STANDARD NO. 26 ENTERING 標準26：進入客房． KNOCK TWICE ONLY敲門兩次．COUNT 10 SECONDS默數(shù)10秒．KNOCK TWICE ONLY再次敲門兩次．OPEN DOOR AJAR ONLY 打開房門直至虛掩狀態(tài) ．ANNOUNCE NAME AND FUNCION報上姓名和職責．LISTEN FOR RESPONSE聆聽客人的回應(yīng)．ENTER ROOM進入客房SETING STANDARDS FOR BEHAVIOUR標準行為規(guī)范 ITS AN AUDITION 演示ALL GUESTS MUST BE ACKNOWLEDGEDAND GREETED AS SOON AS THEY ENTERYOUR HOSPITALITY ZONE客人進入你的服務(wù)區(qū)內(nèi)，必須感到受到了盛情的迎接A SMILE TELLS GUESTS THAT YOU ARE PLEASED TO SEE THEM微笑：表明我們見到客人非常高興A SMILE SHOWS A GUEST THAT YOU ARE FRIENDLY 微笑：表明我們非常友好A SMILE IS THE OPENING GESTURE OF A CONVERSATION 微笑：是展開話題的良好開端 GET THE GUEST TO SMILE AT YOU微笑：客人會向我們報以同樣的微笑 BY USING A GUESTS NAME WE ARE TREATING THEM AS INDIVIDUALS使用客人的姓名，注意服務(wù)的個性化EVERYBODY WANTS TO BE RECOGNIZED每個人都希望被別人認出來，滿足他們的虛榮心 WE ALL WANT TO BE LIKED我們都希望受到歡迎IF YOU DON’T KNOW IT FIND OUT如果還未發(fā)現(xiàn)這一點，請注意觀察 EXAMPLES OF ITEMS FOR GUEST INFORMATION/HISTRY I. Birthdays 客人生日26. Previous plaints此前投訴內(nèi)容2. Anniversary 客人周年紀念日27. Complaint this visit本次入住投訴3. Special Occasion 特殊事件28. Physical handicap身體殘疾4. Repeat guest 熟客29. Allergies過敏5. usual game played 喜愛的游戲30. Dietary requirements飲食需求注意6. Casino Host 賭場市場開發(fā)人員31. Likes喜愛的人或物7. Suite preference 套房設(shè)置偏好32. Dislikes厭惡的人或物8. Drink preference 酒水偏好33. Laundry requirements衣物洗滌需求9. Food preferences 飲食偏好34. Preferred restaurants餐廳偏好10. Tea/coffee preference 茶／咖啡偏好35. Suite dining preferences套房就餐偏好11. Breakfast time早餐時間36. Requests packing行李打包請求12. Breakfast standing order 早餐常規(guī)訂單37. Spa user Spa水療用戶13. Pillow type 偏愛枕頭類型38. Preferred restaurant table餐桌偏好14. Wardrobe care 衣櫥護理39. Preferred setting of suite套房陳設(shè)偏好15. Unpacking requested 行李開包要求40. Specific requests特殊要求16. Butler last visit 上次入住的管家41. Equipment brought on visit隨行設(shè)備17. Wine preference 紅酒偏好42. Time villa breakfast served別墅早長18. Music preferred 音樂偏好43. Computer user電腦用戶19. Golfer 是否打高爾夫球44. Smoker/non smoker吸煙人士／非吸煙人士20. Flowers preferred 花卉偏愛45. Cigarette type香煙類型2 1. Fruit preferred 水果偏愛46. Cigartype雪茄類型22. Newspaper 報紙偏好47. Toiletries preferred衛(wèi)浴用品偏愛23. Home city家鄉(xiāng)城市48. Movies watched電影偏愛24. Magazines read 雜志偏好49. Level of English spoken英文水平25. Preferred amenity 客用品偏好50. Languages spoken使用語言BUTLERS EMERGENCY ITEMS管家應(yīng)急物品Hair spray發(fā)膠Tissue paper餐Iri紙Toothpaste牙膏Stockings長襪Razors剃須刀Toothbrush牙刷Clear nail varnish清亮的指甲油Shaver gel/cream剃須膠／剃須膏Hairbrush/b發(fā)刷硫子Deodorant除臭劑Scissors剪刀Eye mask眼貼Tampons衛(wèi)生棉條Hair gel/mousse咕哩膏／摩斯Vaseline凡士林Sanitary pads衛(wèi)生巾Disposable napes一次性尿布Batteries電池Shoelaces鞋帶Dummy39。．Stocks are plete and that any out of date contents are replaced immediately.一切工具完整無缺，一旦物品過期，則立即更換補齊。口 In the event of a hitch or problem for host, guest or staff you are the one person that they all look to for a solution.一旦宴會進程中，主人、客人或員L出現(xiàn)了問題或差錯，您是他們尋求幫助的對象?？?Cold or chilled food must not be allowed to warm up冷盤或冷凍食品無需加熱。2． JUICE GLASS PLACED ABOVE TEA CUP AND SAUCER 果汗杯放置在茶杯和茶碟上方。4．HOT DISHES SERVED BUFFET STYLE FROM SIDEBOARD 熱菜以自助餐形式提供，均放置在選餐臺上。s a dining experience套間內(nèi)就餐是一種體驗，而不只是為了吃飯。s wishes.此訂單將根據(jù)主人的希望確定；口 There are obviously correct ways in which meals should be served這是上餐的正確方式口 As in all things, some employers may