【正文】 opies?檢驗復(fù)印質(zhì)量時，要看什么？5) Presentation 呈現(xiàn)Place your copies as well as the guest’s original document into an envelope.將客人原件及復(fù)印件一起放進(jìn)信封。Is it really necessary to put all documents into the envelope?有必要將所有文件一起放進(jìn)信封嗎？6) Delivery 送達(dá)Ask a Bellman to send it to the guest’s room or kept at the Business Center for collection.請禮賓部送至客人房間或保存在商務(wù)中心。 (In accordance with the Guest’s Instruction).（根據(jù)客人指示）Why do I need to ask a Bellman?為什么我需要請行李員幫忙？7) Log 記錄Record in the ‘Copy Log Sheet’ by date, guest name and room number.在“復(fù)印記錄單”上記錄日期，賓客姓名及房間號。Why do I have to log the task?為什么我要作記錄？8) Payment of outhouse, Restaurant or Conference guest 店外客人，就餐客人或會議客人付 費方式If the guest is not staying in the hotel, ensure you receive an immediate payment or a charge is made to the conference bill. (Check function sheet).如果客人不是住店客人，確保及時收取費用或?qū)①M用與會議費用一起結(jié)算。Check function sheet or instructions if the guest is a conference guest.如果客人是會議客人，查看記錄或說明。Do we offer this service to guests who are not staying in the hotel?我們?yōu)榉亲〉昕腿颂峁┐隧椃?wù)嗎？9) Billing 賬單If the guest is a houseguest, post to the guest folio as soon as the task is pleted. 如果客人是住店客人，在工作完成時給客人入房帳。Obtain Guests signature on the bill of any guest.在帳單上獲取客人簽字。Why does the system not post automatically?為什么系統(tǒng)不自動入賬？Why do I need a signature?為什么我需要客人簽字？10) Bid Farewell 告別Always thank the guest by saying:通常在感謝客人時這樣表達(dá)：“Madame/Sir has everything been to your satisfaction? Thank you for using our service, if we can be of any further assistance, please contact us again. Good bye”“女士/先生，一切令您滿意嗎？感謝您讓我們?yōu)槟峁┓?wù)，如您需要進(jìn)一步幫助，請與我們聯(lián)系。再見?！盌RILL LANGUAGE語言操練Summary questions:問題摘要1. Other than a warm smile, what else should I do to create a professional business centre image?除了善意的微笑，我還應(yīng)做些什么來建立商務(wù)中心的職業(yè)形象？2. Do I always have to check before accepting work?接受工作之前我們通常必須要做檢查嗎？3. Why do I have to tell the guest about the charges in advance?為什么我們事先要向客人介紹價錢？4. What are things to look out for in relation to proofing copies?我們應(yīng)留心哪些與檢驗復(fù)印質(zhì)量相關(guān)的事項？5. Why can I not handover the copy without an envelope?為什么我不能將沒有裝入信封的復(fù)印件上交客人？6. Where is the work delivered to?復(fù)印件要轉(zhuǎn)交到哪里？7. Why is a log important to keep?為什么保存記錄很重要？8. How do you bill if the guest is not staying in house?如果客人不是住店客人，你應(yīng)如何處理帳目？9. Why do I need the guests Signature on the bill?為什么我需要讓客人在帳單上簽字？10. Why do I have to Bid Farewell and thank the guest to use our Services?為什么我必須要與客人告別并感謝客人讓我們?yōu)槠涮峁┓?wù)？Now ask the Trainee to practice the Task from start to end to test petency.現(xiàn)在開始對員工進(jìn)行該題目的整體練習(xí)并測試員工的接受能力。 STANDARD OPERATING PROCEDUREINTERNET FOR GUESTS 上網(wǎng)服務(wù)Task Number:題目編號： BC0005Department:部門： Business Center商務(wù)中心Date Issued: 頒布日期：May 20082008年5月Guest Expectation: 賓客期望：I expect every hotel to have a private area for me to log into the Internet because I am not always traveling with my Computer. I don’t expect exorbitant charges.我希望每個酒店都能為我提供一個私人的上網(wǎng)區(qū)域，因為我不經(jīng)常攜帶電腦出行。我希望收費不要過高。Time to Train: 培訓(xùn)時長：25 minutes25分鐘Why is this task important for you and our guests?為什么這個任務(wù)對于你及我們的客人如此重要？Answers: 回答：1. I know what our guests expect.我知道我們客人的期望。2. Our guest are sometimes on holidays and do not have their business equipment with them.我們的客人有時在度假，所以沒有攜帶他們的商務(wù)設(shè)備。3. Our guests might have lost their business equipment, so they need additional help.我們的客人可能遺失了他們的商務(wù)設(shè)備，所以他們需要額外的幫助。 4. We can increase our GSTS score我們能夠提高GSTS分?jǐn)?shù)。5. We can show professionalism.我們能夠體現(xiàn)出我們的專業(yè)性。WHAT/ STEPS步驟 STEPSHOW/ STANDARDS怎樣做/標(biāo)準(zhǔn)TRAINING QUESTIONS問題1) Wele歡迎Wele the guest and ask guest courteously:歡迎客人并且有禮貌的問候客人：“How can I help you”?“有什么可以為您效勞的？”Show the guest to the private area.將客人引領(lǐng)到私人區(qū)域。2) Check檢查Obtain guest name and room number.獲知客人的姓名及房間號Why do I have to obtain the guests room number and name?我們?yōu)槭裁匆@得客人的房間號及姓名？3) Use amp。 Charges使用amp。費用Explain to the guest how he/she can use the Internet.向客人解釋如何使用互聯(lián)網(wǎng)。After the explanation, inform the guest, that we raise a charge for the Internet connection.解釋后，告知客人將產(chǎn)生因特網(wǎng)連接費用。Madame/Sir, May I inform you, that we charge………for the connection to the Internet.女士/先生，允許我向您解釋我們將對因特網(wǎng)的使用收取…….費用。Why do I need to explain the use of the Internet?為什么我們需要解釋如何使用互聯(lián)網(wǎng)？Why do we charge in the Business Center and not