【正文】 票一起雙手遞給賓客，敬語是：“謝謝”、“歡迎您再來”!收信用卡：將賓客消費(fèi)金額如實(shí)準(zhǔn)確的填寫在信用卡上，并按要求填寫日期、號(hào)碼等，請賓客簽名，核對簽名是否與信用卡原簽名相符，然后將賓客留存聯(lián)及發(fā)票一同雙手遞給賓客。1結(jié)賬后，可征求賓客意見。八、電話總機(jī)服務(wù)流程及標(biāo)準(zhǔn)轉(zhuǎn)接外線電話(1)接外線電話報(bào)：您好，XX酒店。如對方未回答應(yīng)再次報(bào)：您好，XX酒店，請講話。(2)遇分機(jī)占線或沒有人接時(shí)應(yīng)講：對不起，電話占線，您是否還有別的分機(jī)或經(jīng)賓客同意后轉(zhuǎn)前臺(tái)留言。(3)外線來長途遇分機(jī)占線，可進(jìn)行長途插入，插入前問清來話地點(diǎn)及來話人姓名，插入一定要講：對不起打擾一下，我是總機(jī)，現(xiàn)在有XX地長途電話找您，您接一下嗎?賓客同意后，方可講電話轉(zhuǎn)入。(4)遇對方打錯(cuò)電話或撥錯(cuò)號(hào)碼時(shí)應(yīng)說：對不起，您打錯(cuò)了，這里是XX酒店，請您重?fù)芤淮?。轉(zhuǎn)接內(nèi)線電話(1)接轉(zhuǎn)內(nèi)線電話報(bào)：您好總機(jī)。(2)遇來話要求傳呼時(shí)，記下分機(jī)號(hào)碼，請來話掛機(jī)稍侯，及時(shí)呼叫。九、留言處理流程及標(biāo)準(zhǔn) (1)接到留言要求后，迅速在電腦中查尋客人的名字、房號(hào)是否與要求留言者所提供信息相符。(2)核對客人是否正在住店，客人是否預(yù)抵但尚未登記人店，除非客人已結(jié)賬離店，否則應(yīng)做留言。(1)記錄留言方姓名、電話號(hào)碼，是從何處打來的電話。(2)準(zhǔn)確記錄留言內(nèi)容。 將對方姓名、住店客人姓名、電話號(hào)碼，及留言內(nèi)容重復(fù)一遍以獲確認(rèn)。(1)打印留言條，裝入留言信封。(2)一聯(lián)留言條交行李員在30分鐘之內(nèi)送往客人房間，一聯(lián)留底備查。(1)通過電話系統(tǒng)打開客人房間內(nèi)電話上的留言燈，以便通知客人來查詢留言。(2)通知前臺(tái)做留言條處理。 將客人的房間號(hào)碼、目前時(shí)間、客人姓名在留言登記本上汜錄后由行李員簽字取走，送往客人房間。(1)當(dāng)客人收到留言后應(yīng)將電腦中的留言取消掉。(2)關(guān)閉留言燈。 夜班問詢員每天零點(diǎn)從電腦中打出當(dāng)天留言記錄表，取消當(dāng)天在電腦中的留言，滅掉房間里的留言燈。(1)電腦留言方法和住店客人留言一致，只是留言儲(chǔ)存在電腦中，等客人人店登記后由打印機(jī)自動(dòng)打出。(2)手工留言，存放在問詢處存檔中，每天查詢，在客人到店的當(dāng)日將其取出，與客人住店登記卡放在一起，以便客人人住登記時(shí)及時(shí)收到留言，(1)在所限時(shí)間前15分鐘內(nèi)仍無法聯(lián)系到被留言的客人時(shí)，及時(shí)上報(bào)，采取查詢客人接待單位，客房部到房間確認(rèn)房況及留言狀態(tài)等措施。(2)及時(shí)將處理結(jié)果反饋給留言者。十、叫醒服務(wù)程序(1)賓客要求叫醒服務(wù)時(shí)，首先記清房號(hào)及叫醒時(shí)間，再向賓客復(fù)述房號(hào)及叫醒時(shí)間后方可在交班本上登記，叫醒返回(賓客無應(yīng)答)應(yīng)及時(shí)通知房務(wù)中心，請客房服務(wù)員去房間敲門叫醒，以免誤事。(2)團(tuán)隊(duì)叫醒，由前臺(tái)轉(zhuǎn)來叫醒房間表，按房號(hào)逐間登記，登記后再可對一遍，保證房號(hào)、時(shí)間準(zhǔn)確無誤。十一、查詢服務(wù)工作流程及標(biāo)準(zhǔn) 仔細(xì)聆聽，給予答復(fù)。(1)根據(jù)客人提供的信息，通過電腦迅速查尋。(2)查到后，詢問訪客姓名。(3)將電話轉(zhuǎn)入住客房間，征詢住客意見是否接聽后，或?qū)㈦娫掁D(zhuǎn)入房間，或婉言回拒。(4)若查不到，向查詢者解釋或提供其他線索，幫助查找。(1)對熟悉的情況，隨問隨答。(2)對不清楚的問題，請客人稍等，查詢后給予答復(fù)。(3)對不清楚又一時(shí)查不到的信息，向客人說明，請予諒解，或轉(zhuǎn)交大堂經(jīng)理處理，或記下客人姓名、房號(hào)及詢問內(nèi)容，待查詢后回復(fù)客人。(4)經(jīng)查詢后仍無法解答的問題，回復(fù)客人并向客人道歉。 隨時(shí)收集客人感興趣經(jīng)常查詢的信息資料列入知識(shí)手冊。十二、客人留物轉(zhuǎn)交處理流程 (1)接受轉(zhuǎn)交物品時(shí)，要認(rèn)真檢查，保證安全。?(2)對大件物品、貴重物品、易碎、易變質(zhì)和危險(xiǎn)物品，一般不予受理，前臺(tái)中只接受信件或小件物品，較大件的物品則可轉(zhuǎn)交禮賓部辦理。(1)做好轉(zhuǎn)交物品的登記手續(xù)，填上接受物品客人的姓名、房號(hào)，物品的名稱、件數(shù)、轉(zhuǎn)交人單位和姓名。(2)打印轉(zhuǎn)交時(shí)間，請客人填表簽名。(3)在物品上貼上標(biāo)記并妥善存放保管。(1)致電通知電話總機(jī)做好房間留言，并在“登記表”上注明電話總機(jī)接話人姓名，以便查核。(2)填寫(住客通知單)，交行李員送人房間，以便客人回房時(shí)能迅速接到物品。 客人來取物品時(shí)，做好簽收手續(xù)。三、門童迎送賓客工作流程及標(biāo)準(zhǔn)指揮車輛： ，示意司機(jī)將車開至正門門前。，動(dòng)作規(guī)范，示意司機(jī)停穩(wěn)車輛。拉門服務(wù) ，里手擋在車門上沿頂部，請客人下車。，歡迎客人光臨酒店。接待服務(wù) 。，將客人的行李和物品交予客房服務(wù)人員或送到客人房間。送客服務(wù) ，應(yīng)主動(dòng)上前禮貌的問候客人，幫客人提送行李。，用手將車門拉開，里手擋在車門上沿頂部。，將車門關(guān)好，注意要小心關(guān)門，切勿夾傷客人或夾到客人衣服。，禮貌地與客人道別，目送客人和車離店。第五篇：酒店前廳部工作英文介紹The main operating policies for the staff working in Front Desk:The receptionists working in front desk can not be late for their work and should maintain their own images, paying attention to keep their clothes clean, showing their warm wele to all the guests, no eating snacks, no smoking, no shouting to the guests, no sleeping and reading novels and not doing anything else that is not related to the job of the front desk addition, the working staff can not be allowed to enter into the front desk manager’s office without any previous permission, it’s forbidden to demand tips from guests and to use the hotel phones to make personal calls, and the receptionist on duty should sign her name in order to check the relevant followup work such as changing rooms, checking rooms, first shift is called morning shift which is form 7am to 3pm, a few wakeup service will be done for the morning shift staff and most guests will check out during the shift, but still some guests will check in during the time, and the noon meal time is just only twenty to thirty minutes for them and the time will be less if suddenly es a traveling group with dozens of last they have to check the numbers of the room keys before the end of their afternoon shift is from 3pm to are many guests to check in during the time and they have to check the numbers of the room keys in prior to start to their most cases, they have enough supper there are some strangers walking slowly in the hotel hall, they are obliged to tell security personnel in case that some guest is cheated to result in property policies for Concierge/Bell services:Bell boys or bell men will supply guiding service for the guests, especially for those who have some luggage, showing the correct way to the room for the guests in first staff working in concierge department are obliged to help the guests carry their luggage and there are always a lot of suitcases for the guests from foreign countries, so they have to use luggage carts to take these luggage to its corresponding rooms if suddenly es a group with dozens of , the bellmen have to help save their suitcases or anything else if the guests have the demand of saving their own things, and then the staff’s name will be signed in a special card which is filled in the relevant luggage saving guest will have to show the card to get back his own suitcases and he will have to show his identity card to the front desk staff to check his correct information if the guest has lost his card of getting back his suitcases or last, similarly the guests must show his own identity card and the bell men are obliged to check the information with the receptionists before their helping the guest deliver his own articles.