【文章內(nèi)容簡(jiǎn)介】 ency exits緊急出口 technology information regarding internet access有關(guān)上網(wǎng)的信息 power supply電源配備 introduce the I SPA介紹水療 introduce Restaurants and Bar介紹餐廳和酒吧 Introduce Club services and advantages 介紹俱樂部服務(wù)及優(yōu)勢(shì) Do all guests receive an introduction to the room? 所有的客人都需要對(duì)房間做出介紹嗎？ Which facilities should be introduced to the guest? 應(yīng)該給客人介紹哪些設(shè)施？ 4) Offer services 提供服務(wù) Ice will be offered to all guests or preset in room. 為所有客人提供或預(yù)先準(zhǔn)備冰凍食品。 Whilst greeting arriving guests, the butler will offer plimentary pressing and shoeshine service. 在迎接客人時(shí)，管家應(yīng)該為客人提供熨燙及擦鞋服務(wù)。 During the rooming, the butler will offer to take coats and hang them in the closet. 在客人到達(dá)房間時(shí)， 應(yīng)該為客人拿衣服并把衣服掛到衣柜里。 During the rooming, the butler will explain the operation of the Instant Service Button. 在客人到達(dá)房間時(shí)，管家應(yīng)該給客人解釋怎樣操作緊急按鈕。 Whilst greeting arriving guests, the butler will offer unpacking services. 在迎接客人時(shí)，管家應(yīng)該提供行李服務(wù)。 Whilst greeting arriving guests, the butler will offer plimentary coffee, tea, or soft drinks. 在迎接客人時(shí)，管家應(yīng)該給客人提供咖啡、茶或飲料。 Which services should be offered? 應(yīng)該提供哪些服務(wù)？ 5) Leave the room 離開房間 Make sure that all the guest’s questions have been answered and offer additional services. 確信已回答完所有客人疑問并提供了額外服務(wù)。 What should be asked before leaving the guest room? 在離開客人房間前，應(yīng)做些什么？ 6) Follow up 跟蹤 All the guest’s requests need to be followed up with the appropriate departments. 與主管部門一起對(duì)客人要求進(jìn)行追蹤 What happens when are not? 當(dāng)沒有追蹤時(shí)，會(huì)發(fā)生什么？ Summary questions: 問題概述： 1. Where should the Butler wait for the Guest?管家應(yīng)該在哪里等客人？ 2. Which steps need to be followed when checking the guest in?在客人登記時(shí)，應(yīng)做哪些步驟？ 3. Why is it important that we take the guest to the room?為什么帶客人到房間非常重要？ 4. Should all guests receive an introduction to the room / hotel?所有客人都要求介紹房間和酒店嗎？ 5. What do I have to introduce and why?我們必須介紹什么？為什么？ Now ask the trainee to practice the task from start to end to test petency. 現(xiàn)在由培訓(xùn)生按照步驟從頭到尾進(jìn)行實(shí)踐操作并做測(cè)試 STANDARD OPERATING PROCEDURE 標(biāo)準(zhǔn)操作程序 HANDLING COMPLAINTS 處理投訴 Task Number: 任務(wù)號(hào): HK – GE 0010 Department: 部門: Housekeeping 客房部 Date Issued: 制定日期: August 2005 2005年8月 Guest Expectation: 客人期望: I expect my plaints to be handled swiftly and professionally and if at all possible, by one person who has the authority to resolve my problem by “bending the rules” if necessary. 我希望酒店能盡快并專業(yè)的解決我的投訴，如果有必要的話，我希望盡量是由有權(quán)限的人來(lái)處理。 Time to Train: 培訓(xùn)時(shí)間: 25 minutes 25分鐘 Why is this task important for you and our guests? 為什么這項(xiàng)任務(wù)對(duì)你及我們的客人都如此重要？ Answers: 回答 ： 1. I understand I must listen carefully when I am on the receiving end of a plaint. I listen actively to the whole munication to ensure I understand what the guest wants. I understand this is not only the words that they say but the emotion behind the words. 我知道當(dāng)我收到投訴時(shí)，我必須仔細(xì)聆聽，確保自己能了解客人需要什么。這些不只是客人的話而且還包含了客人的心情。 2. It is my responsibility to solve problems when guests ask me for 。 3. This can increase our 。 4.1