【正文】 y necessary to put all documents into the envelope?有必要將所有的文件一起放入信封中嗎？6) Delivery 送達(dá)Ask a Bellman to send it to the guest’s room or clarify with the guest whether they want it retained at the Business Center for collection.請(qǐng)禮賓部送至客人房間或 向客人詢問(wèn)是否保存在商務(wù)中心。 Why do I have to check the work before confirming the job?為什么在確認(rèn)工作前要進(jìn)行檢查？Why can the Supervisor help?為什么主管可以幫忙？Why do I have to have the guests name?為什么我要得到客人的姓名？3) Charges費(fèi)用Advise the guest of the cost and pletion time.向客人介紹價(jià)錢及可完成時(shí)間。If you are not able to plete the task, ask for help from your Supervisor.如果你無(wú)法完成工作，向你的主管尋求幫助。WHAT/ STEPS步驟HOW/ STANDARDS怎樣做/標(biāo)準(zhǔn)TRAINING QUESTIONS問(wèn)題1) Wele歡迎Wele the guest and ask them courteously how you may be of assistance.歡迎客人并有禮貌地詢問(wèn)他們有什么需要幫助？“How can I help you”?“有什么可以為您效勞的嗎？”Show the guest to a private area if necessary.如果有必要將客人引領(lǐng)到私人區(qū)域。3. I want to feel confident in delivering the service our guests expect對(duì)于為客人提供滿意的服務(wù)我感到很自信。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：1. The guest wants a professionally typed business munication service in accordance with international business standards. 客人想得到根據(jù)國(guó)際商務(wù)標(biāo)準(zhǔn)的專業(yè)的打字商務(wù)交流服務(wù) 。Why do the have to be delivered with this time?為什么郵件必須在這個(gè)時(shí)間內(nèi)送到？Summary questions:問(wèn)題摘要：12. a) What is the Hotel used for? 酒店郵箱用于哪些方面？b) What is a good time to check the s? 查看酒店郵箱的最好時(shí)間是什么？13. What is the procedure for receiving an for a guest?為客人接收郵件的程序是什么？14. What is the procedure for receiving s for other departments?為其它部門接收郵件的程序是什么？15. a) Is it necessary to log the ? If so, what information must be logged?有必要記錄郵件嗎？如果是，有哪些信息是必須要記錄的？b) How long must you keep the ?郵件要保留多久？16. What is the standard for delivering an to a guest? 為客人遞送郵件有什么標(biāo)準(zhǔn)？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。將此信息與下一個(gè)班次進(jìn)行交接。Kind regards, (Name)此致，（姓名）If there is no reply, delete the message in the mailbox and destroy the printed message in the shredder within 48 hours. 如果沒(méi)有回復(fù)，48小時(shí)內(nèi)從郵箱內(nèi)刪除郵件并銷毀已打印出的郵件。如果您傾向于某項(xiàng)選擇，請(qǐng)與我們聯(lián)系。OR 或We have a reservation for Mr/Mrs…… in the next … day(s). We can retain the message and deliver it to Mr/Mrs when he/she arrives. If you would prefer an alternative action, please contact us. …….先生/女士在未來(lái)幾天里做了預(yù)訂。Dear Madame/Sir, 尊敬的女士/先生，Please be informed, that Mr/Mrs…….. have/has left the hotel. For this reason we are not able to deliver your mail as requested. ……先生/女士已經(jīng)離店，特此相告。Why do I have to forward the mail?為什么我要轉(zhuǎn)發(fā)郵件？Why do I have to keep the mail for 24 hours?為什么我要將郵件保留24小時(shí)？4) Log and handling記錄及處理Log the 記錄 receiving time 接收時(shí)間 Date 日期 name 姓名 room number into the Log Book 房間號(hào)If the guest is not inhouse (not checked in) note the arrival date in the Log Book and on the envelope, hand the envelope over to the Concierge so he/she can hand over the message to the guest on arrival.如果客人不是住店客人(未登記入住)，在記錄簿和信封上記錄抵店日期，將信封交給禮賓部以便他/她可以在客人抵店時(shí)交給客人。Keep the mail for 24 hours. Delete the mail after this time.將郵件保留24小時(shí)。Check the name and note the room number and name on the envelope.檢查姓名并在信封上記錄姓名及房間號(hào)。WHAT/ STEPS步驟HOW/ STANDARDS怎樣做/標(biāo)準(zhǔn)TRAINING QUESTIONS問(wèn)題1) Check 檢查Check Hotel at least 3 times each day.每天至少檢查3次酒店郵箱Why do I have to check the 3 times a day?為什么我每天至少要檢查3次郵箱？2) Receiving mail for inhouse guests為住店客人接收郵件If you receive an e mail for an inhouse guest, print the mail.如果你收到住店客人的郵件，將其打印。2. These s can include room reservations and other important information for guests這些郵件包含房間預(yù)訂以及客人的其他重要信息。我的主要優(yōu)先權(quán)是消息被保密處理并且由最適合的人迅速行動(dòng)回答我的詢問(wèn)。Why do I need to destroy the fax 為什么我需要銷毀傳真？10) Charges for ining a fax接收傳真的費(fèi)用All ining facsimiles are freeofcharge所有接收傳真免費(fèi)Why do we not charge for ining faxes?為什么接收傳真免費(fèi)？Summary questions:問(wèn)題摘要：1. How do I acknowledge a guest who is waiting when I am already serving someone else?當(dāng)我在為某人服務(wù)是，我應(yīng)該如何招呼等候的客人？2. What might happen if I do not take time to verify the guest name, room number and fax number?如果我沒(méi)有核實(shí)客人姓名、房號(hào)及傳真號(hào)，有可能會(huì)發(fā)生什么3. What information must be