【正文】 me and write it down. If it concerns a VIP, the wakeup call had to be done personally the next morning, including the weather forecast.如果客人需要叫醒服務(wù)時(shí)應(yīng)怎么回答？如果客人需要做叫醒服務(wù)，確認(rèn)時(shí)間，房號(hào)和姓名并做好記錄。早上/下午/晚上好，東莞喜來登大酒店，請(qǐng)問有什么可以幫到您的？How do you answer the phone when it is an internal call?Goodmoring/ afternoon/ evening, Starservice, this is ….(name), how may I help/assist you?內(nèi)線電話應(yīng)怎么接起?早上/下午/晚上好，明星服務(wù)中心，請(qǐng)問有什么可以幫到您？What do you say when you put someone on hold? Never just put someone on hold!! Always ask if you are allowed to put someone on hold! For Instance: May I place you on hold? 當(dāng)需要客人等待的時(shí)候應(yīng)怎么說？在讓客人等待是先問客人：“請(qǐng)您稍等一下好嗎？”How do you look up room numbers and names of guests?Use CTRL F7, this way you will get the operator system. Show the trainee the difference between checked in, due out, checked in, etc.怎樣查找客人姓名和房號(hào)？用CTRL F7進(jìn)入Opera系統(tǒng) 并跟學(xué)員解釋checked in, due out, non 6 GTD,這些狀態(tài)。Within how many rings do you have to answer the phone?You have to answer every call within 3 rings.電話響幾聲應(yīng)接起？電話響起三聲之內(nèi)都應(yīng)接起。How does the telephone work?Explain how the telephone works. How to use the telephone, how to connect a call etc. Explain the used buttons, like placing in hold, busy etc.機(jī)臺(tái)操作知識(shí)。Day 2 – StarserviceToday the trainee is going to be at Starservice the whole day. The trainee will learn the telephone etiquette and standards. You have to tell the trainee about the telephone system, about some parts of the Opera system and explain the emergency procedures. You will start the day with the FO briefing. 今天學(xué)員將在總機(jī)呆一天，學(xué)員將學(xué)習(xí)電話禮儀和服務(wù)標(biāo)準(zhǔn)。再更衣室里有沐浴，廁所，蒸汽和桑拿。What kind of machines are there in the gym?Walk machines, bicycle machines, weightlifting machines, dumbbells etc.健身房有哪些機(jī)器/跑步機(jī)，自行車，舉重、啞鈴。What are the opening hours of the gym, swimming pool and massage area?Gym: – Swimming Pool: – Massage: – 健身房、游泳池和桑那的營(yíng)業(yè)時(shí)間。What are the differences between superior/ SPG and Executive rooms?The executive rooms have more amenities, like a rain shower, a digital alarm clock and are located on higher floors. Guests staying in an executive room/ suite can use the EF lounge.普通房、SPG會(huì)員樓層、行政商務(wù)房之間有什么區(qū)別？樓層更高，景色更好，噪音更小。大床鵝絨被和小床杜邦被。How many extra beds does the hotel have?The hotel has more than 10 extra twinbeds.酒店可有多少加床可以提供？酒店大概有10個(gè)以上的加床。What is a DND sign and where can I find it?DND stands for “Do Not Disturb”. A guest can put the DND on if the guest does not want to be disturbed. The DND is a switch located on 1 of the 2 bedsides.什么是DND以及哪里我可以找到它？DND的意思是：請(qǐng)勿打擾。其它客人可以去商務(wù)中心接發(fā)傳真。Which rooms have an iron and board?All suites have an iron and board, other guests can call for an iron and board.哪些房有燙斗和燙板？所有的套間都有燙斗和燙板。Where is the Yellow Pages?In 1 of the nightstands.黃頁(yè)在哪？黃頁(yè)在床頭柜上。What is the red folder for? And what is in it?Guest information about the hotel. As extra there are envelopes, paper, cards SPGform, voice mail instruction etc.紅色服務(wù)指南在是做什么用的？里面有什么？酒店給客人的各種信息。Where is the laundry valet?In the closet the laundry valets can be found.哪里可以找到洗衣單？洗衣單在衣柜里。Which number do I have to dial for an outside line?For an outside line you need to dial a 9. If this does not work, call Starservice.怎樣撥打外線電話？客人在房?jī)?nèi)撥打外線電話需要在電話號(hào)碼前加撥“9”，如果還不能撥出請(qǐng)撥打明星服務(wù)中心的電話。關(guān)上后客人要再次按上“Lock”鍵以確保保險(xiǎn)箱鎖上。當(dāng)客人進(jìn)客房時(shí)保險(xiǎn)箱是打開的。What are the costs of the tea and coffee?The tea and coffee in the room are plimentary.茶和咖啡怎么收費(fèi)？客房里的茶和咖啡是免費(fèi)的，客人可以免費(fèi)使用。Hoe does the minibar work, concerning the billing of the minibar?The guest can fill in the valet or housekeeping will check the usage and then it will be put on the bill. When the guest checks out, we always ask the guest if he or she used the minibar and call housekeeping to check.迷你吧怎么管理，迷你吧帳單呢？客人將填寫迷你吧消費(fèi)，客房服務(wù)員將核對(duì)。What can you see on TV and when does it turn on?SPG TV pops on if the guest activates the electricity.SPG TV客人進(jìn)門時(shí)播放的是哪個(gè)頻道？SPG 頻道。Can I wear my uniform when I am going home?No, the uniform and other related items are property of the hotel. Nothing of the hotel can be taken outside the hotel, including your uniform.下班后還可以穿工作服嗎？不能，制服和其他的相關(guān)物品都是酒店的財(cái)產(chǎn)。Where are the toilets nearest to the Front Desk?The toilets behind the Front Desk.哪些廁所離前臺(tái)最近？前臺(tái)后面就是客用廁所。財(cái)務(wù)時(shí)報(bào)和南華早報(bào)可以在禮賓部可以買到。Which newspapers are brought in the morning and to whom?The China Daily and Dongguan City are brought to the rooms in the mornin