【正文】 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 i。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(fèi)用。 Charges使用amp。WHAT/ STEPS步驟 STEPSHOW/ STANDARDS怎樣做/標(biāo)準(zhǔn)TRAINING QUESTIONS問(wèn)題1) Wele歡迎Wele the guest and ask guest courteously:歡迎客人并且有禮貌的問(wèn)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。 4. We can increase our GSTS score我們能夠提高GSTS分?jǐn)?shù)。2. Our guest are sometimes on holidays and do not have their business equipment with them.我們的客人有時(shí)在度假，所以沒(méi)有攜帶他們的商務(wù)設(shè)備。我希望收費(fèi)不要過(guò)高?！盌RILL LANGUAGE語(yǔ)言操練Summary questions:問(wèn)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(lái)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(jià)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(yàn)復(fù)印質(zhì)量相關(guān)的事項(xiàng)？5. Why can I not handover the copy without an envelope?為什么我不能將沒(méi)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(kāi)始對(duì)員工進(jìn)行該題目的整體練習(xí)并測(cè)試員工的接受能力。Why does the system not post automatically?為什么系統(tǒng)不自動(dòng)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(shí)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(qǐng)與我們聯(lián)系。Do we offer this service to guests who are not staying in the hotel?我們?yōu)榉亲〉昕腿颂峁┐隧?xiàng)服務(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(shí)給客人入房帳。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(huì)議客人付 費(fèi)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(shí)收取費(fèi)用或?qū)①M(fèi)用與會(huì)議費(fèi)用一起結(jié)算。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(qǐng)禮賓部送至客人房間或保存在商務(wù)中心。Why does the guest need to know the pletion time?為什么客人需要知道可完成時(shí)間？4) Proof 檢驗(yàn)Proof the quality of the copies.檢驗(yàn)復(fù)印質(zhì)量。Obtain the guests’ name and/or room number.獲知客人的姓名及房號(hào)。DRILL LANGUAGE語(yǔ)言操練2) Check 檢查Check the assignment before accepting the work.接受工作前檢查工作分配。7. We are able to increase the GSTS score by delivering service professional我們能夠通過(guò)提供專業(yè)的服務(wù)提高GSTS分?jǐn)?shù)。 Time to Train: 培訓(xùn)時(shí)長(zhǎng)：25 minutes25分鐘Why is this task important for you and our guests?為什么這個(gè)任務(wù)對(duì)于你及我們的客人如此重要？Answers: 回答：5. The guest wants to have a good quality copy of any size.客人想要得到任何尺寸的高質(zhì)量的復(fù)印。STANDARD OPERATING PROCEDUREPHOTOCOPIES 復(fù)印Task Number: 題目編號(hào)：BC0004Department: 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：If I ask for copies to be produced, I expect them to be of good quality and logically sequenced and checked. I expect to have my original returned in good condition and I expectemployees to be petent in handling the photo copy machine.如果我要求復(fù)印，我希望能夠質(zhì)量上乘、按次序排列好并做好檢查。再見(jiàn)。Do we offer this service to guests who are not staying in the hotel?對(duì)于非住店客人，我們要提供服務(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(shí)給客人入房帳。Why do I have to log the task?為什么我需要做記錄？8) Payment of outhouse, Restaurant or Conference guest 店外客人，用餐客人或會(huì)議客人的付費(fèi)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(shí)收取費(fèi)用或?qū)①M(fèi)用與會(huì)議費(fèi)用一起結(jié)算。Is it reall