酒店培训教材— Group Handling

TRAINING ACTIVITY OUTLINE培训活动纲要Task: Group Reservation任务: 团队预订Code序号: RM-RES-D150Objectives: At the end of this session Reservations Sales associate will be understanding the proper way in handling and processing groupreservations.目的: 在课程结束的时候预订部销售文员将懂得正确处理团队预订的程序Standard ：1.Group reservations and tour bookings will be handled efficiently and accurately toensure smooth operation for all concerned.2.Consideration is to be given to group room assignment to avoid unnecessaryinconvenience to other guests. The Shift Leader will handle all group bookings.3.Group rates will be kept confidential and not revealed to irrelevant parties.标准:1.团体预定必须被有效和正确地处理以保证酒店收益最大化，并使散客和长住客的不便减到最小化。

2.所有团体预定将由预定主管处理。

3.团体价格不可以泄露给任何不相关的人。

Resources: Flip Chart, Handout, Computer with Oprea terminal培训器材:白板，白板纸，培训资料，带有Oprea终端的电脑附赠酒店管理的八大要点酒店管理无小事，酒店管理的任一个方面都可能至关重要，酒店管理的每一个细节都可能关乎成败。

Standards TrainingForF LOOR SUPERVISORT ABLE OF C ONTENTSF LOOR SUPERVISOR/H OUSEKEEPINGT OPIC P AGE # TRAINING CHECKLIST 1 SECTION 1 - CORE STANDARDSCore Standards Defined 7 Golden Rule 8 Service Culture Standards 8 Four Seasons Core Standards for Guest Room Initial Service 9 Four Seasons Core Standards for Guest Room daily Service 11 Four Seasons Core standards for Guest Room Evening Service 13 Four Seasons Core standards for Housekeeping/Maintenance Request 15 Four Seasons Core Standards for Problem Resolution 16 SECTION 2 - SEQUENCE OF SERVICESequence of Service Defined 19 Sequence for Inspecting a Check-Out/ Vacant Room 20 SECTION 3 - HOW TO’SHow To‟s Defined23 Do‟s & Don‟ts24 How To‟s for Inspecting a Check Out/Vacant Room 25 Additional How To‟s32 SECTION 4 – TRAINING RESOURCESInsert all items that would be an appendices and include:1.Hotel Floor Diagrams2.Pictures of amenity placement3.Housekeeping report4.Safety checklist for Housekeeping5.MSDS Compliance6.Bloodborne Pathogensputer application training8.Hotel Facts9.Standards TestT RAINING C HECKLISTFLOOR SUPERVISORName:Hire Date:Completion Date:Trainer:A trainer or manager will teach you the tasks and responsibilities of your position. As you learn each of the items below, place your initials and date. This is an indication that you have been shown how to perform the task and have had the opportunity to demonstrate your abilities. If at any time you are uncertain or are uncomfortable on how to perform any of the tasks, it is your responsibility to inform your trainer. It is our commitment to provide you with the necessary tools and skills for you to be successful in your new position.Trainer Comments:Trainee Comments:I agree that I have been taught all of the items listed on the Training Checklist and will to the best of my ability perform each task according to Four Seasons policies and procedures.Trainee Signature DateTrainer Signature DateManager Signature DateS ECTION 1C ORE S TANDARDSC ORE S TANDARDSD EFINEDOur working definition of Core Standards of Guest Service is the minimum level of service that every guest will receive from the moment a guest interacts or makes a request with an employee, until the interaction or request is completed. All guests will receive these service Core Standards, regardless of:▪what the guest requests▪the time of day▪any staffing, personnel or personal problems.1. UNDERSTAND that:a) If you are not directly serving a guest, then you are assisting the person who isserving the guest.b) Core Standards of Guest Service are non-negotiable.c) The only person who can change our Core Standards of Guest Service is the guest- not the manager, or any employee.d) The Core Standards of Guest Service are based on the concept and the goals of theDepartment, the Hotel and the Company.e) Implementation of these Core Standards of Guest Service is necessary for oursuccess and must be achieved 1OO% of the time, for 1OO% of our guests.2. REMEMBER that:a) Core Standards of Guest Service are written to ensure that we consistently meet theguest‟s needs, and not the employee‟s needs.c) If you have a better way to meet our guests‟ needs, you can change a Core Standardof Guest Service by presenting your idea to your manager. If the change is approved,all employees will be informed of the change.When each employee consistently works by the Golden Rule, a foundation is set to successfullyaccomplish all Service Culture and Core Standards.G OLDEN R ULEIn all our interactions with our guests, customers, business associates and colleagues, we seek todeal with others as we would have them deal with us.S ERVICE C ULTURE S TANDARDSAll Staff should follow our S.E.R.V.I.C.E. Cultural StandardsS MILEEmployees will actively greet guests, SMILE, and speak clearly in a friendly manner.E YEEmployees will make EYE contact, even in passing, with an acknowledgement.R ECOGNITIONAll staff will create a sense of RECOGNITION by using the guest's name, when known, in a natural and discreet manner.V OICEStaff will speak to guests in an attentive, natural and courteous manner, avoiding pretension and in a clear VOICE.I NFORMEDAll guest contact staff will be well INFORMED about their hotel, their product, will take ownership of simple requests, and not refer guests elsewhere.C LEANStaff will always appear CLEAN, crisp, well groomed and well fitted.E VERYONEEVERYONE, everywhere, all the time show their care to our guests.F OUR S EASONS C ORE S TANDARDSFOR GUEST ROOM I NITIAL CONDITIONMission: To create a sense of welcome, comfort and outstanding hygiene1. The guest room door will be free of scuffs, marks and nicks2. Door locks will function smoothly, and will be in excellent condition3. Carpeting/flooring throughout the room will be in very good condition, free of visible wearand loose seams and threads; and will be completely free of debris and stain4. Walls, woodwork and ceilings will be in very good condition, free of nicks, marks and soil5. Furniture will be in very good condition, free of visible wear, and will be completely free ofdebris and stain6. Windows and glass doors will be completely clean inside, including sills and frames7. Windows and glass doors will operate smoothly and easily, and lock securely8. All surfaces, fixtures and equipment throughout the room will be free of any debris, film,buildup, or dust9. All shelves and drawers throughout the room will be completely free of dust and debris10. Beds will present a plush and comfortable appearance, with extra pillows (4 on king bed, 2on double beds)11. All bedding materials will be in excellent condition, free of wear and any debris, hair or stainwhatsoever12. Entire room is fresh and odor-free and gives an impression of good ventilation13. Temperature controls are simple to use and have quick effectiveness in changing roomtemperature14. Room collateral will include Four Seasons directory, Guest Services directory, gueststationery, jogging map, guest questionnaire and room service menu, all in excellentcondition15. Instructions for telephone, voice mail, and frequently used hotel extensions will be provided16. Periodicals will include at least Four Seasons (Regent) magazine and a popular localmagazine, all current issues and in excellent condition17. Televisions and radios will be in good, clean condition, function conveniently (includingremotes), and TV channel directory will be prominently available18. Lighting will provide superior reading illumination at the bed, desk, and chairs/sofas19. Mirrors throughout the room will be spotlessly clean, and in excellent repair20. Bathroom fixtures will be spotlessly clean, free of hair, damage and discoloration21. Towels and robes will be in excellent condition, fluffy and absorbent and color-consistent22. Drains will function smoothly and drain quickly23. Taps will function smoothly and provide for firm water pressure in all fixtures24. Grout and caulk will be in excellent repair, and will not show any discoloration25. Lighted shaving mirrors will be installed in each bathroom, and general bathroomillumination will be superior for make-up purposes26. The bathroom amenities will be invitingly and conveniently displayed27. A night light or under-counter vanity light will be provided in all bathrooms. All rooms willhave a CD player, with additional CDs available through the Concierge28.All guest rooms to have high speed internet access with appropriate connection cable.Why:F OUR SEASONS CORE STANDARDSFOR GUEST ROOM DAILY SERVICEMission: To maintain a sense of welcome, comfort and outstanding hygiene. When meeting guests, to provide a sense of respect and discretion.1. Staff will actively greet guests, smile, make eye contact and speak clearly in a friendlymanner2. All guest contact staff will be able to answer basic questions about the property, will takeownership of simple requests, and not simply refer guests elsewhere3. All staff, even in passing will engage guests with a smile, eye contact and acknowledgment4. Staff will create a sense of recogniti on by using the guest‟s name, when known, in a naturaland discreet manner5. Staff will speak to guests in an attentive, natural and courteous manner, avoiding pretension6. Staff will always appear clean, crisp, polished, and well fitted7. In the case of Do Not Disturb sign, guests will not be contacted until after 2pm, at whichtime, a phone call will be placed to the room by a supervisor to determine the guest‟s needs;if the phone is not answered, the room will be serviced.8. The room‟s furnishings will be returned to their original position. Hotel sponsoredcollateral, if moved by the guest, will be neatly arranged where the guest has placed it.9. Guest clothing which is on the bed or floor will be neatly folded and placed on the bed orchair - guest clothing left on other furniture will be neatly folded and left in place; shoes will be paired10. Newspapers and periodicals will be neatly stacked and left on a table, shelf, or rack in plainview; guest‟s personal papers will not be disturbed in any way11. Carpeting/flooring throughout the room will be in very good condition, free of visible wearand loose seams and threads; and will be completely free of debris and stain12. All surfaces, fixtures and equipment throughout the room will be free of any debris, film,buildup, or dust; ashtrays emptied13. All bedding materials will be in excellent condition, free of wear and any debris, hair or stainwhatsoever, with fresh sheeting daily14. Towels and robes will be in excellent condition, fluffy and absorbent and color-consistent15. Guest toiletries will be neatly arranged on a clean, flat cloth if left on vanity. Cloths are notrequired for shelves16. Mirrors throughout the room will be spotlessly clean, and in excellent repair17. Bathroom fixtures will be spotlessly clean, free of hair, damage and discolorationWhyStandard 7:Recognizes a guest‟s right to privacy, and addresses the problem of guests inadvertently using their DND while facilitating an opportunity for service.Standards 8 & 17: Allow us to return the room to impeccable condition with each re-make without inappropriately disturbing personal effects and respecting the guests desire to have certain items in a specific location.Room attendants should proactively report maintenance issues in the guest rooms to ensure they are always in the best possible condition.FOUR SEASONS CORE STANDARDSGUEST ROOM EVENING SERVICEMission: To maintain a sense of welcome, comfort and outstanding hygiene. When meeting guests, to provide a sense of respect and discretion.1. Staff will actively greet guests, smile, make eye contact and speak clearly in a friendlymanner2. All guest contact staff will be able to answer basic questions about the property, will takeownership of simple requests, and not simply refer guests elsewhere3. All staff, even in passing will engage guests with a smile, eye contact and acknowledgment4. Staff will create a sense of recognition by using the guest‟s name, when known, in a naturaland discreet manner5. Staff will speak to guests in an attentive, natural and courteous manner, avoiding pretension6. Staff will always appear clean, crisp, polished, and well fitted7. In the case of Do Not Disturb sign, a card will be left inviting guests to call for service8. The rooms furnishings will be returned to their original position. Hotel sponsored collateral,if moved by the guest, will be neatly arranged where the guest placed it.9. Guest clothing which is on the bed or floor will be neatly folded and placed on the bed orchair - guest clothing left on other furniture will be neatly folded and left in place; shoes will be paired10. Newspapers and periodicals will be neatly stacked and left on a table or table shelf in plainview; guest personal papers will not be disturbed in any way11. Bedspreads, when removed, are placed in a cloth bag on the floor, or placed on a shelf orcabinet12. Sheer and black-out drapes (or shutters) will be closed (in bedroom only - not in sitting room,if separate)13. Clock angled to face the bed; TV remote and TV directory placed bedside14. Turndown tray will be left on bed, to include breakfast menu, laundry bag and form,shoeshine bag, and newspaper card15. Guest toiletries will be neatly arranged on a clean, flat cloth if left on vanity. Cloths are notrequired on shelves16. Mirrors throughout the room will be spotlessly clean, and in excellent repair17. Bathroom fixtures will be spotlessly clean, free of hair, damage and discoloration18. Turndown service will be available to begin within ten minutes after guest specifically callsfor serviceWhyStandard 7: Recognizes a guest‟s right to privacy (and addresses the problem of guests inadvertently using their DND) while facilitating an opportunity for service.Standards 8-18: Allow us to return the room to impeccable condition with each turndown without inappropriately disturbing personal effects and respecting the guests desire to have certain items in a specific location.Standard 13: Places items in a convenient location for the guestRoom attendants should proactively report maintenance issues in the guest rooms to ensure they are always in the best possible conditionH OUSEKEEPING &M AINTENANCE R EQUESTMission: To provide responsive and immediate service1. Phone service will be highly efficient, including; answered before the fourth ring; no holdlonger than 15 seconds; or, in the case of longer holds, call-backs offered, then provided in less than three minutes2. Staff on telephone will sound calm and organized, giving the guest an unhurried impression3. Staff will actively greet guests, smile, make eye contact and speak clearly in a friendlymanner4. All guest contact staff will be able to answer basic questions about the property, will takeownership of simple requests, and not simply refer guests elsewhere5. All staff, even in passing will engage guests with a smile, eye contact and acknowledgment6. Staff will create a sense of recognition by using the guest‟s name, when know n, in a naturaland discreet manner7. Staff will speak to guests in an attentive, natural and courteous manner, avoiding pretension8. Staff will always appear clean, crisp, polished, and well fitted9. Routine article delivery will occur within ten minutes from call (15 minutes in resorts)10. Items will be conveniently presented and set up - any item requiring plug-in will be set up(or offered)11. All items will be presented attractively and thoughtfully, not simply handed loosely toguests12. If maintenance is requested, staff will verbally apologize for the inconvenience, inquire bouta convenient time to make the repair, and complete the repair in a timely manner.13. A specially printed note card will be placed in the room advising that the repair has occurred,if the guest was not presentWhyStandard 10: Ensures that items such as ironing boards, fax machines, etc., are fully set up by the staff and prepared for guest useStandard 11: Ensures a quality presentation for delivering small items (such as a tray, basket, etc.) Standard 13: Should include the name of the engineer, a brief handwritten explanation of the specific repair, a Thank You, and a contact number in case further assistance, is required.PROBLEM RESOLUTIONMission: To make guests feel that their satisfaction is the most important mission of all Four Seasons employees, including the General Manager1. Phone service will be highly efficient, including; answered before the fourth ring; no holdlonger than 15 seconds; or, in the case of longer holds, call-backs offered, then provided in less than three minutes2. Staff on telephone will sound calm and organized, giving the guest an unhurried impression3. During hectic or busy periods in the lobby, when more than four guests are waiting at theconcierge or reception, a supervisor or facilitator will be on duty to greet guests and offer expedited service4. In the event of a specific complaint, the employee receiving it will listen carefully,sympathetically, apologize and advise the guest what actions will be taken, and when5. If a problem involves a response by others employees, all details will be carefully relayed,so that it is never necessary for the guest to repeat himself6. Managers are involved in each complaint to ensure satisfaction and completion.7. If a room is not ready for an arriving guest, they will be advised accurately of the estimatedtime8. In room-not-ready situations, guests may be offered a pager or local-only cell phone toadvise them when it becomes ready, and the luggage will be waiting for them in the room 9. If a room is not ready for a guest arriving BEFORE the published check-in time, they willbe escorted to a comfortable lounge or restaurant and offered changing facilities and luggage storage.10. If a room is not ready for a guest arriving AFTER the published check-in time, they will beoffered the option to take advantage of luggage storage, changing facilities and or comfortable lounge/restaurant seating. Escort is provided to the preferred facility. A specific time regarding room availability is communicated. At a minimum, a complimentary beverage is offered. The escorting staff will communicate directly with the server.11. If guests experience food quality problem, the offending dish will be immediatelysubstituted, and there will be no cost for the item12. All guests who have experienced any kind of serious problem will receive a note of apologyand/or a telephone call from the highest level manager available, with specific reference to the situation13. Staff will actively greet guests, smile, make eye contact and speak clearly in a friendlymanner14. Staff will create a sense of recognition by using the guest‟s name, when known, in a naturaland discreet manner15. Staff will speak to guests in an attentive, natural and courteous manner, avoiding pretension16. Staff will always appear clean, crisp, polished, and well fittedWhy:Standard 4: Staff should always establish a climate in which a guest can feel comfortable enough to complain or give feedback while giving the impression they care about resolving the problem.All managers and employees should be aware of the 6 Step Complaint Handling Process to facilitate satisfactory resolution:1. Listen Actively2. Empathize3. Ask Questions4. Offer Solutions5. Follow-up with fellow employees and the guest6. Tell a Manager up the lineStandards 5, 6 and 12: Emphasize that staff take ownership of a problem, communicate clearly to other employees to avoid repeating the same situation or worse, and to eliminate the possibility the guest will be further inconvenienced by reliving the problem and retelling the story to every employee they meet. Involving a manager reassures the guest the hotel takes their issue very seriously and creates an opportunity for swift resolutionStaff should always establish a climate in which a guest can feel comfortable enough to complain or give feedback while giving the impression that they care about resolving the problem.Standard 5 emphasizes that staff take ownership of a problem, and communicate clear to others to avoid a repeat of the same situation or worse.Standards 7-10: In room-not-ready situations receptionists must still immediately set the guest at ease and convey the sense "we are happy to see you and we have been expecting you". Consistent with our normal check-in process, the guests must be confident their personal wishes and needs have been anticipated and will be met to the extent possible. In the interim, the steps provided ensure their wait will be as comfortable as possible.Standard 11: Ensures a guest will never be challenged on subjective taste even if the dish may appear to be fine.S ECTION 2S EQUENCE OF S ERVICEFloor Supervisor/HousekeepingSection 2 – Sequence of ServiceS EQUENCE OF S ERVICE D EFINEDOur working definition of Sequence of Service/Task is the specific order that service will be given to every guest, or tasks will be completed. Each sequence is created to consistently meet the Core Standards and to ensure efficient and effective service or completion of tasks. All guests will receive the Sequence of Service/Tasks, regardless of:▪what the guest requests▪the time of day▪any staffing, personnel or personal problems.1. UNDERSTAND that:a) If you are not directly serving a guest, then you are assisting the person who isserving the guest.b) The Sequence of Service is non-negotiable.c) The only person who can change the Sequence of Service is the guest - not themanager, or any employee.d) The Sequence of Service is based on the concept and the goals of the Department,the Hotel and the Company.e) Implementation of Sequence of Service is necessary for our success, and must beachieved 1OO% of the time, for 1OO% of our guests.2. REMEMBER that:a) A Sequence of Service is written t o ensure that we consistently meet the guest‟sneeds, and not the employee‟s needs.b) If you have a better way to meet our guests‟ needs, you can change a Sequence ofService by presenting your idea to your manager. If the change is approved, allemployees will be informed of the change.S EQUENCE OF S ERVICEF OR INSPECTING A CHECK-OUT/VACANT ROOMS ECTION 3 H OW T O’ST HE H OW T O’S D EFINEDOur working definition of How To’s of Guest Service is the specific method for completing every task in each department. All guests will receive this level of job performance, regardless of: ▪what the guest requests▪the time of day▪any staffing, personnel or personal problems.1. UNDERSTAND that:a) If you are not directly serving a guest, then you are assisting the person who isserving the guest.b) The How To’s of Guest Service are non-negotiable.c) The only person who can change the How To’s of Guest Service is the guest - notthe manager, or any employee.d) The How To’s of Guest Service are based on the concept and the goals of theDepartment, the Hotel and the Company.e) Implementation of How To’s of Guest Service is necessary for our success and mustbe achieved 1OO% of the time, for 1OO% of our guests.2. REMEMBER that:a) A How To’s of Guest Service is written to ensure that we consistently meet theguest‟s needs, and not the employee‟s needs.b) If you have a better way to meet our guests‟ needs, you can change a How To’s ofGuest Service by presenting your idea to your manager. If the change is approved,all employees will be informed of the change.HOUSEKEEPINGDo’s & Don’ts[Change these based on department. Reinforce first impression and Service Culture Standards] Do’s1.Smile at the guest – it makes a lasting impression.e the guest‟s name – this gives a sense of belonging and recognition.3.Give your undivided attention to each guest.4.Have a positive attitude – even in difficult situations.5.Work efficiently and professionally.6.Anticipate guest‟s needs.e proper verbiage and descriptive words.municate with team members when you need assistance.9.Take ownership of guest requests and complaints.10.Always be neatly presented and comply with grooming guidelines.Don’ts1.Say “NO.”2.Ignore guests when you are on the telephone – acknowledge them with a smile and eyecontact.3.Argue with a guest.4.Be pretentious when talking to a guest – be natural but courteous.5.Congregate in groups talking.6.Move slowly – it looks terrible.7.Ever say “that‟s not my job” – give the guest the impression that you care and will assistthem.e to work with a poor attitude – guests will notice it and your co-workers hate it.9.Ignore instructions from your supervisors/managers.H OW TO’SNote:∙All of the items that are bolded under a TASK are Core Standards.∙All the phrases that are in italics are recommended phrases to use.INSPECTING A CHECK-OUT/VACANT ROOMTASK 1.ENTER THE GUEST ROOMa)When entering a room, follow the steps below:∙Knock on the door or ring doorbell∙Wait six seconds for response∙Knock or ring doorbell again∙If no response, insert key∙Open door six inches/six centimeters∙Place head inside the door.∙Announce yourself, “Housekeeping, Good morning”∙If no response, open door and enter room, place door sign on front door. Close door behind you.∙If guest responds, enquire of another service time.∙Place the “We Are Servicing Your Room” sign on door knob.∙Enter room∙If guest is present once you enter the room, apologize for disturbance and offer enquire of another service timeb)Please Note: If DND sign is displayed or DOUBLE LOCK (two red lights flashing) do notaccess the roomc)Door locks will function smoothly, and will be in excellent condition.d)Staff will actively greet guests, smile, make eye contact and speak in clearly, in afriendly manner.e)Staff will always appear clean, crisp, polished and well fitted.f)Staff will speak to guests in attentive, natural and courteous manner, avoidingpretensiong)In the case of Do Not Disturb sign, guests will not be contacted until after 2pm, atwhich time a phon e call will be placed to the room by a supervisor to determine guest’s needs; if the phone is not answered, the room will be serviced.TASK 2.START FROM ENTRANCE - MOVE AROUND THE ROOMa)Inspect the door∙Frame, threshold, peephole, hinges∙Fresh DND sign on doorknob∙Lights – Ceiling light and mini-bar activated by switch∙Safety directions with frame free of dust∙Door bolt clear of scuff marks (interior & exterior)∙Dead bolt is working properlyb)The guest room door will be free of scuffs, marks and nicksc)Door locks will function smoothly, and will be in excellent condition.d)Walls, woodwork and ceilings will be in very good condition, free of nicks, marks andsoil.e)Test air conditioning on high and check if the fan does not make any excessive noise Thethermostat on the air conditioner should be set correctlyf). Temperature controls are simple to use and have quick effectiveness in changingroom temperatureg)Check for room smells of odors, including cigarettes or cigars, spray with air freshener orcall Housekeeping for the ozone machine. Open windows to air, if applicableh)Entire room is fresh and odor-free and gives an impression of good ventilationTASK 3.INSPECT ROOM FOR MAINTENANCEa)Check the following items before inspecting the room:∙Turn on all lights, check for blown bulbs etc.∙Turn on television and radio to see if clear picture and sound.∙Check all telephone lines in rooms that they are in working condition.∙Turn on air-conditioning and check all speeds – (check temperature).The thermostat on the air conditioner should be set correctly∙Open all curtains and check for tears, rips or stains.∙Check appearance of bathroom - check for mould∙Check shower nozzle∙Flush toilet - check∙Open wardrobe doors – check∙Check that safe is open.。

培训手册TRAINING HANDBOOK——摘录自三亚国光豪生度假酒店培训手册了解形体语言酒店基础英语1.问候Good moring.早上好。

Good evening.晚上好。

Good afternoon.下午好。

Good night.晚安。

2.称呼Sir 先生Madam女士3.欢迎Welcome to our Resort. 欢迎到我们酒店来。

Welcome to our Restaurant. 欢迎到我们餐厅来。

4.提供帮助May I help you? 我能帮您做什么吗？May I help you with you luggage?我能帮您提行李吗？One moment,please.请稍等。

5.致谢Thank you for your help.谢谢你(Thanks a lot.)多谢了Thank you for your help.谢谢你的帮助。

6.应答You’re welcome.别客气。

That is all right..没关系。

My pleasure./With pleasure.别客气。

7.致歉Sorry.对不起。

Excuse me.打扰一下。

Pardon?请再说一遍。

Sorry,I can not understand English.One moment,please.I’ll call the supervisor.对不起，我听不懂英语。

请稍等，我让主管来处理。

8.肯定、否定回答Yes/Sure.是。

No/No,thanks.不。

/不，谢了。

9.告别/祝福Good-bye/Bye/See you.再见。

Hope to see you again.我希望能再见到您。

Have a nice trip./Have a good time.祝您一路顺风。

/祝您快乐。

10.问路与指南Excuse me,where is the lift?请问电梯在哪里？This way,please./Follow me,please.请这边走/请跟我走。

五星级酒店前台业务知识培训教材简介这本培训教材旨在为五星级酒店前台员工提供必要的业务知识，帮助他们更好地进行前台工作。

本教材将介绍以下内容：客户服务、预订管理、登记入住、结账离店以及投诉处理等方面的知识。

客户服务- 提供优质的客户服务是前台员工的基本职责。

他们应该始终友好、热情地对待每位客人，并确保满足客人的需求。

- 培训教材将介绍如何正确和专业地与客人沟通，包括礼貌用语、姿态和言行举止等方面的技巧。

- 员工还需要了解客户投诉的处理方式，并研究如何妥善解决问题，以保证客户满意度。

预订管理- 在五星级酒店前台，员工将负责处理客户的预订。

他们需要了解如何查询房间的可用性，并根据客户的需求进行预订。

- 培训教材将介绍酒店预订管理系统的使用方法，包括如何创建预订、修改预订和取消预订等操作。

登记入住- 当客人到达酒店办理登记入住手续时，前台员工需要进行相应的操作。

- 培训教材将介绍如何核对客人的身份，如何填写登记表格，以及如何提供必要的信息和服务。

结账离店- 当客人退房时，前台员工需要进行结账和离店手续。

- 培训教材将介绍如何核对客人的账单，如何收取付款，并告知客人相关细节。

投诉处理- 在某些情况下，客人可能会提出投诉。

前台员工需要学会如何正确地对待和回应客人的投诉。

- 培训教材将介绍如何倾听客户的意见，如何主动解决问题，并如何提供适当的补偿。

结论通过这本培训教材，五星级酒店的前台员工将了解并掌握必要的业务知识，能够更好地为客户提供服务。

这将提高客户满意度，并为酒店的声誉和业务增长做出贡献。

著名国际五星级酒店集团培训教材大全目录Task: Account Files 任务: 客户档案 (3)Task: Account Management任务: 客户管理 (5)Task 任务：Suppliers File 供应商档案 (7)Task: Brand Identity任务：品牌一致 (10)Task 任务：COMPETITORS SURVEY 竞争对手调查 (12)Task 任务：Strategic Sales Plan 销售策略计划 (14)Task: Standard Letters任务：标准信函 (16)Task: Daily Sales Briefing任务：每日销售会议 (18)Task 任务：Initial Sales Call 初次拜访 (20)Task: Daily Sales Calls任务：每日销售拜访 (22)Task: Joint Sales Call 任务：联合销售拜访 (24)Task 任务：Communication 沟通与合作 (26)Task 任务：FOLLOW UP ACTION 活动跟进 (28)Task: Hotel Inspection 任务：店内参观 (30)Task 任务： PRODUCT KNOWLEDGE 产品知识 (32)Task 任务：SPP 仕达屋优先计划者计划 (34)Task: Leads Management任务: 信息资源管理 (36)Task 任务：Corporate Design Guideline 集团设计标准 (38)Task 任务：Marketing Communications Monthly Presentation 公关部月度汇报展示 (40)Task 任务：Database Management 数据库管理 (42)Task 任务：Photo Library 图片库 (45)Task 任务：Collateral library 宣传资料库 (48)Task 任务：Inventory Check 库存检查 (50)Task 任务： Office Equipment 公关部设备管理 (52)Task 任务：Media Interview 会见媒体 (55)Task 任务：Media Call 拜访媒体人士 (57)Task 任务：Site inspection 参观饭店 (59)Task 任务： Monthly Press Luncheon 月度媒体人员午餐会 (61)Task 任务：Press Conference 新闻发布会 (64)Task 任务：Press Release 发布酒店新闻 (67)Task 任务：Public inquiry 回复咨询 (69)Task 任务：Press Clipping 剪报 (71)Task 任务：Collateral Production 制作宣传品 (73)Task： VIP Guest Handling任务: 贵宾接待 (75)Task: Standard Forms任务: 标准表格 (77)Task : Sales Administration任务: 办公室行政管理 (79)Task: Office Review任务: 办公室核查 (81)Task: Action Plan任务：活动计划 (83)Task: Business Trip Standard任务：商务旅行标准 (85)Task: Sales & Marketing Meeting任务: 市场销售会议 (87)Task ： Group Handling题目：团队接待 (89)Task: Government Guest Handling 任务: 政府客人接待 (91)Task: Group Reservation任务:团队预订 (93)Task:End of Shift Procedures / Morning Shift Procedure 任务:下班程序 / 早班程序 (95)Task: Working Area Maintaining任务:工作区域维护 (97)Task:Booking Confirmation任务:确认信 (98)Task:Reporting任务:打印报告 (100)Task:Filing 任务:存档 (102)Task:Processing Busy Line 任务:电话占线的处理程序 (104)Task:Taking Message任务:电话留言 (106)Task:Guest Name任务:客人名字 (108)Task:Guest History Profiles任务:客人档案管理 (110)Task:Answering the telephone-guest greetings/ SPG recognition任务:接听电话/仕达屋优先顾客计划会员识别标准 (112)Task:Checking Availability 任务:查看可卖房 (114)Task:Taking Reservation / Same day Reservations任务:作预订/ 当天预订 (116)Task:Guaranteed Arrival 任务:担保预定 (118)Task:No Show任务:预订未到 (120)Task:Amendments and Cancellations任务:更改和取消预订 (122)Task:VIP Booking 任务:贵宾预订 (124)Task:Airport Transfer & Limousine Booking任务:接送机和租用车服务 (126)Task:Special Requests & Trace Function任务:特殊要求及跟踪服务 (128)Task:Next Arrival Report Checking任务:检查第二天预抵客人报表 (130)Task:Choice Program任务:选择计划 (132)Task:Room Blocking任务:锁房 (134)Task:Overbooking任务:超额预订 (136)Task:Waiting List & Recommend other hotel任务:等候名单和推荐其他酒店 (138)Task:CI & M Inquiry任务:会议及宴会预订需要 (140)Task:Restaurant Booking任务:餐厅预订 (142)Task:Handling Complaints 任务:处理客人投诉 (144)Task:Build Rapport with key booker任务:与订房人建立良好关系 (146)Task:Check-In / Check – Out Times, Early Arrival and Late Departure.任务:登记和结帐时间, 提前抵店和推迟离开。

香格里拉特色…我们的企业文化我们的经营思想殷勤好客香格里拉情我们的前景目标成为客人、职员、股东和经营伙伴的首选我们的使命宣言每时每刻令客人喜出瞧外香格里拉殷勤好客为客效劳的禁忌-我不明白-我做不了-您不得不对客人讲“不〞令客人喜出瞧外的四个技巧积极补救，赢得客人忠实感发扬主人翁精神发扬主人翁精神要点◆什么是发扬主人翁精神？◆谁驱使你发扬主人翁精神？◆主人翁精神的驱动力是SELF〔自己〕。

◆SELF是指：S=展示责任感E=积极主动L=自我鞭策F=热情洋溢●展示责任感✓对香格里拉特色展示责任感✓使自身行为符合香格里拉价值瞧和指导原那么✓全心投进✓全力以赴将工作做到最好，贯彻“零缺陷〞的瞧念●积极主动✓积极主动✓不断寻寻时机✓勇于冒险✓打破思维定式●自我鞭策✓你能够使情况得到完全的改瞧。

✓“我能做到〞的精神。

自我鼓舞。

✓即使在；困难的情况下，也要维持积极的态度。

果断不移。

✓不要只关注咨询题本身，应关注如何解决咨询题。

●热情洋溢✓真心实意地盼瞧为他人效劳✓真诚：用心效劳✓为客人效劳，80%靠用心，20%靠技巧✓为客人着想◆什么缘故发扬主人翁精神至关重要？●具备主人翁精神，我们就能积极主动地考虑，鼓舞自我做到体贴客人、同事和公司。

如此我们就能取得以下的收益和成果：✓体贴客人，从而赢得他们的忠实感，由此增加利润。

✓体贴同事，从而加强团队协作，提高工作效率，由此赢得职员的忠实感。

✓体贴公司，从而提高生产力，减少白费，建立更好的品牌形象。

●要是香格里拉的每一位职员都能发扬主人翁精神，我们将在以下方面受益：✓更好的工作环境☺备受体贴的环境☺更好的团队合作☺提高工作效率✓个人开展/自我完善☺增加责任感☺回属感/承诺☺职业开展✓家人和朋友的楷模☺“SELF〞主人翁精神的原那么在家里或在社交活动中同样适用☺使我们在家庭和朋友当中做得更好◆发扬主人翁精神从谁做起？◆在香格里拉殷勤好客IV中，我们学习如何发扬主人翁精神，体贴我们的：☺客人☺同事☺公司StartfromMyself体贴客人录像练习：全天候体验香格里拉依据以下录像情景，区分我们的职员在为客人-罗杰先生提供香格里拉式效劳时的行为。

SHERATON SHENYANG LIDO HOTELXXXXXXXXX饭店TRAINING ACTIVITY OUTLINE培训活动纲要Task ： Group Handling题目：团队接待Code 序号： OH-SM-RM-D101Objectives：At the end of this session, each trainee will be able to ensure a highlyFocused approach to handle the group and achieve the market target.目的：课程结束后，每个学员将能够学到高度集中接待团队的方法，确保目标市场的实现。

Standard：The sales associate will handle and process all group and co-ordinatewith other departments. Group booking will be handled efficiently andaccurately to ensure smooth operation for all departments conceded.Special benefits are to be considered to be given to the tour guide ifnecessary. The sales associate will inform all departments concerned ofrevision on group bookings.标准：每一位销售部员工将能够处理和协调团队接待，团队的预订必须有效和准确，以确保各部门接待顺利，如果有必要团队的领队将给予特殊的关照，关系到团队预订修改问题销售部员工必须及时通知有关部门。

Resources： LCD, Group Booking Form, Head Projector, White Board培训器材：LCD，团队预订单，幻灯机，白板。

SHERATON SHENYANG LIDO HOTEL沈阳丽都喜来登饭店TRAINING ACTIVITY OUTLINE培训活动纲要Task: Government Guest Handling任务: 政府客人接待Code 序号： OH-SM-RM-D102Objectives: At the end of this session, each trainee will be able to ensure thatGovernment events be smooth and successful, and obtain more supportFrom government.目的: 课程结束后，每个学员将能够成功顺利的接待政府活动，并得到政府部门的继续支持。

Standard: The sales associate and guest service manager will meet and greet everyclient booked through government upon arrival. The key person or important persons can contact every department directly-one stop service.Depending on the situation, the sales associate with the Director of Sales & Marketing or with Excom member will meet and greet the guest on arrival. The sales associate will make personal or telephone contact with the guest during the event. The sales associate will see the guest off upon departure.标准：销售部员工将与宾客服务经理一起迎接政府客人。