【正文】 消 reservation cancel12． 預(yù)訂審核 reservation check總機 Operator 任務(wù)排列 描述Task No: Description 1. 接電話禮儀 telephone courtesy2. 來電應(yīng)答標(biāo)準(zhǔn) phone answering standard3. 客房電話轉(zhuǎn)接 connecting phone call 4. 電話轉(zhuǎn)接準(zhǔn)則 principle of connecting phone call5. 內(nèi)部電話處理 internal phone handling6. 客人信息查詢 guest information inquiry7. 電話號碼查詢 phone number inquiry8. 叫醒服務(wù) morning call service9. 留言服務(wù) message service10. 免打擾服務(wù) no disturb ance service11. 客人動向信息 guest information12. 保密服務(wù) keeping confidentiality 13. 緊急電話 emergency call14. 電話系統(tǒng)故障 barrier of phone system主題 ：酒店門前工作Subject: hotel front work參考號：FOCON001Ref: FOCON001目的 OBJECTIVE 細(xì)化酒店門前的各項工作，維護(hù)酒店的星級門面形象Detail every task to maintain hotel image流程 PROCEDURES 1． 門僮應(yīng)認(rèn)真準(zhǔn)備好客人到達(dá)酒店時如何致意歡迎。如打開客人的車門時可以 說：“歡迎您光臨雅閣酒店” Doorman prepares to greet to guests, like saying “wele to Argyle Hotel” when he opens the door for them2． 作為門僮，平素要注意研究門前車輛的調(diào)度，熟悉各種車輛的停車、開門、關(guān)門、起動等四個動作和走車路線等。 As a doorman, pay attention to vehicle fleet, be familiar with the four movements (parking, opening door, closing doors, moving) and driving lines of every vehicle, esp. different situations during daytime, nighttime, sunny day, rainy day, or crowded days. 3． 門僮對出租車司機要親切、熱情。情況允許時，可告訴司機酒店客人的用車需要，并隨時掌握酒店出租車的車輛情況。 Guide vehicle to park at proper place.b) 注意車輛前后左右的安全。 Get ready to open doors for guests, esp. women and children.d) 使用恰當(dāng)、得體的語言表示歡迎。 Count luggage number.f) 注意安全，關(guān)好車門。Doorman should better not keep keys for drivers and guests (unless he has to)5． 由于司機經(jīng)常向門僮或行李員、服務(wù)員等詢問諸如車場、車庫路線、到名勝古 跡或大廈公司的路線、地址等問題，因此有關(guān)人員日常對此要有所研究。在雜亂的大型停車場，還可酌情使用麥克風(fēng)、手提式步話機等。待車停定后，門童應(yīng)迅速走近開啟汽車門的最佳位置，熱情相迎（微笑），拉開車門，向客人表示歡迎（講敬語、問好），先開前門，再開后門，然后站在后門為客人服務(wù)。 Open the door with left hand, cover the top of the vehicle with right hand (except people from Thiland) and tell guest to be careful, in case to let guest bump into the vehicle.3. 對于年老或行動不便的客人，拉開車門后，要主動攙扶其下車。 If guest has many things in his hand, help him to carry things when he gets out of the vehicle.b) 如果車上裝有行李，即招呼門口行李員為客人搬運行李。 Ask guest if he will sty in the hotel, then let luggage man know.d) 如暫時沒有行李員，應(yīng)主動幫助客人將行李卸下，當(dāng)面和客人點清件數(shù)，把行李搬入大堂，并告訴行李員行李件數(shù)，如無行李生則與領(lǐng)班交接，然后迅速返回工作崗位。 Register vehicle number and hand in to the guest.4． 客人離店時，門童應(yīng)主動上前向客人打招呼，問客人去處并代客人叫車，打手勢引導(dǎo)車輛停在適當(dāng)位置。 When guest leaves the hotel, doorman should say goodbye to guest, ask the guest where to go, and help him to get a vehicle. Open the door for the guest, tell driver where to go, say goodbye to the guest.a) 動作應(yīng)是左手拉門，右手遮擋于車門門框上沿，以防客人頭部與汽車門框相碰，并提醒客人注意。 For old or those who have proble in walking, open the door and support them with hands to get into the vehicle.c) 如果客人手上拿的東西太多，應(yīng)主動接過來，征得客人同意后，把行李物品放好，并交接好件數(shù)，蓋好車尾箱蓋（或關(guān)好車門）。 Solute to VIP when he leaves hotel.e) 登記車號卡呈交客人。 When there are many people waiting for the vehicle, doorman should be polite and tell guests to wait in line, and asist security guard to maintain order。 If any guest is in a hurry to go to the airport or railway station, with other guests’ allowance, let them leave first. 主題 ：旗幟升降Subject: raise and drop flag參考號：FOCON003Ref: FOCON003目的 OBJECTIVE 規(guī)范旗幟的管理，維護(hù)酒店的社會形象Regularize the management of flag to maintain hotel’s image流程 PROCEDURES 1． 店旗和國旗升降歸前廳禮賓部管理，每天清早在七點正將國旗、店旗和集團旗 升起，在晚上六點將上述旗幟降下。 Pay attention to the direction of the flag with guidance, duty supervisor should inspect it.3． 旗幟一式三套，應(yīng)主動清洗。 Guest’s booking sheet should be kept in CAR RENTAL FORM, and related sheet should be input into account in the front desk.3． 每日下午或晚上將次日清晨時刻客人的用車要求事先通知司機。 Make sure guest’s car would be ready on time. If the car couldn’t be there on time, should immediately find another car to replace, meanwhile keep a record on why the car doesn’t e and appoligize to the guest.主題 ：專線車服務(wù)Subject: Special line shuttle service參考號：FOCON005Ref:FOCON005目的 OBJECTIVE 規(guī)范穿梭巴士的服務(wù)程序，為酒店住店客人提供便利Regularize the process of hotel shuttle service to provide convenience for hotel guests流程 PROCEDURES 1． 專線車是為住客提供的免費服務(wù)項目，原則上只有住客才能享受這項服務(wù)，對 非住客的乘搭要婉言拒絕。 Hotel guests’ relatives, friends, etc. can ride together to railway station and airport when there are enough empty seats.3． 房務(wù)總監(jiān)、前廳經(jīng)理、賓客服務(wù)經(jīng)理可酌情同意，對非住客的乘車免去費用。 Solve guest’s problems patiently, be passionate and polite, provide the most direct service as much as possible.5． 若住客向行李員詢問專線車怎樣乘搭，行李員要認(rèn)真解答。如接受詢問的行李生正在為他人服務(wù)的時候， 則請另一位行李員幫忙送客人上車。If guest would not ride on the shuttle immediately, tell him the shuttle’s information, to let them get there on time.7． 非住客詢問是否有專線車服務(wù)，則告訴客人專線車只為本店客人服務(wù)，婉言拒絕其要求。 Luggage man can not go with the shuttle for any reasons.9． 每天的專線車記錄由各班次專人負(fù)責(zé)，即早班行李員一人，中班一人。每次開車前二分鐘由行李員負(fù) 責(zé)清點客人數(shù)目，前往何處，并在相應(yīng)時間上做好記錄。 Open door for the guests, smile and wele them.2. 如遇客人有行李，應(yīng)主動上前幫助客人搬卸行李，并告知卸下之行李的數(shù)量。 Help guests with their luggages and tell them their luggage amount. If there are many luggages, use luggage cart to carry and ask guests for their names (it is better to know their names from their luggage nameplate).3． 行李員無論是從車上接到行李還是從門僮手中接過行李都要馬上與客人一起 清點行李件數(shù)，檢查行李有無破損，并記住客人所乘車輛的車牌號碼。 If guest goes to check in in the lobby when luggage man is still unloading his luggage, luggage man should ask doorman for the guest’s luggage information, then carry them to the reception place, check luggage with the guest (if there is any mistake, write down car number, pany name, characteristics, etc. to help guest get his luggage).5． 以正確的姿勢站立于客人右后方 米處，替客人看管行李（行李必須放在自己與客人之間及伸手范圍內(nèi)）隨時聽從客人吩咐并注意接待員的暗示等