某酒店集團(tuán)入職培訓(xùn)手冊(cè)-資料下載頁(yè)
2025-06-23 03:47本頁(yè)面
【正文】 上好/下午好/晚上好，XX先生/小姐，有什么可以為您效勞的嗎？ 針對(duì)外國(guó)客人及外籍同事來(lái)電 *“Good Morning, Mr./Ms. XXX, how may I help you? Listen 傾聽(tīng)Protect 保護(hù)客人隱私Transfer/Place Callers on Hold 轉(zhuǎn)接電話(huà)/請(qǐng)求客人等待Take Messages 電話(huà)留言Introduction to Training Program 入職培訓(xùn)計(jì)劃DAY 2第二天Be My Guest服務(wù)我們的客人Notes記錄：Basic Skill 1: Focusing on the Guest (to provide the courtesy, pleasantness, and attentiveness the guest expects)基本技能 1：積極主動(dòng) 全面關(guān)注（提供禮貌、友好和關(guān)注）Basic Skill 2: Providing Efficient Service 基本技能 2：快捷迅速 高效服務(wù)Basic Skill 3: Enhancing Selfesteem (to make the guest feel valued in our hotels) 基本技能 3：提高自信 加強(qiáng)自尊 （使客人感到在酒店里身價(jià)倍增）Basic Skill 4: Building Rapport (making the guests feel you understand their needs) 基本技能 4：建立感情 關(guān)系融洽（使客人感到我們理解他們的需求）Basic Skill 5: Providing Explanations and Information (to ensure the guest understands the reason for policies and your actions) 基本技能 5：提供信息 解釋說(shuō)明（確保客人理解酒店的政策和我們所要采取行動(dòng)的理由）Basic Skill 6: Determining Guest Needs基本技能 6：抓住機(jī)會(huì) 確認(rèn)需求Basic Skill 7: Explaining Hotel Services (to present hotel services to the guest in a way that enhances understanding and desire to use those services) 基本技能 7：介紹服務(wù) 引導(dǎo)消費(fèi)(以加強(qiáng)客人對(duì)酒店服務(wù)的認(rèn)識(shí)并樂(lè)于使用這些服務(wù))Basic Skill 8: Referring (when and how to refer a guest to another employee) 基本技能 8：及時(shí)轉(zhuǎn)交 妥善安排 (何時(shí)以何種方式向客人引薦其他員工進(jìn)行跟進(jìn)服務(wù))First Aid急救知識(shí)Notes記錄：Fire Control消防安全 Notes記錄：Hotel Security酒店安全Notes記錄：Safety at Work工作中的安全Notes記錄：Introduction to Training Program 入職培訓(xùn)計(jì)劃DAY 3第三天You bring it to life 你賦之生命Notes記錄：Stay Real真實(shí)體驗(yàn)Notes記錄：What I Gained我的收獲Our Expectation我們的期待We Are Expecting your Success With Us!我們期待您在杭州洲際酒店/錢(qián)江新城假日酒店
數(shù)學(xué)相關(guān)推薦
鄂ICP備17016276號(hào)-1