礼宾部新员工培训计划

Concierge New Associate Training Program Full view 礼宾部新员工培训计划Department induction 部门简介1.Front Office Organization Chart 前厅部组织结构2.Job Description 工作职责3.Department Tour 参观酒店各个部门4.Introduction to concierge layout 介绍礼宾部分布5.Basic hotel product knowledge 基本产品知识介绍Basic Telephone Skills 电话技能1.Basic Telephone Etiquette 基本的电话礼仪2.Basic telephone standard 基本的电话标准3.How to answer incoming 接听电话4.How to place calls on hold 电话等候5.How to transfer calls 转接电话6.Hot to handle inquiries 处理问询7.How to take down message 电话留言8.How to hang up the phone 如何挂断电话Basic Guest Contact Skills 对客服务技能1.Guest courtesy 待客礼仪2.How to welcome guest 如何欢迎客人3.How to introduce hotel products and inform guest of daily specialty or promotional items 如何向客人介绍酒店产品或促销项目4.How to handle guest request 如何处理客人的要求5.How to guide guest to hotel outlets 如何引导客人6.How to check guest satisfaction 如何检查客人的满意度7.How to handle guest’s complaint 如何处理客人投诉8.How to refer guest to others 如何委托他人帮助客人9.How to thank guest for business 如何感谢客人10. How to see off guest 如何送别客人FIT check in 散客入住1.Greetings to guest 问候客人2.Help with the luggage 帮助客人拿行李3.Show way to reception 引领客人到前台4.Checking in at reception 客人入住中5.After checking in 入住手续办理完后6.On the way to the room 去房间的路上7.Try to determine the guest’s needs 尝试获得客人的需求8.Show the guest where the emergency exits are bold 向客人指出过道的紧急出口9.How to knocks on the door 怎么敲门10. Explain to the guest how to use the room key 向客人介绍如何开门11. Show the facilities in the room 介绍房间设施12. Leave the guest room 离开客房13. Fill in baggage log sheet 填写行李记录表FIT chec...