國際聯(lián)號(hào)酒店前廳客房營銷禮賓財(cái)務(wù)運(yùn)營管理資料 CON ATP General

1、Day 培訓(xùn)日Topic 培訓(xùn)主題Certified by 培訓(xùn)者Date日期Certified by 培訓(xùn)者Date日期Certified by 培訓(xùn)者Date日期測試TestDate 日期DAY-1Hotel Management Info 酒店管理層人員概況DAY-1Hotel Product Information 酒店各運(yùn)營部門位置和營業(yè)時(shí)間DAY-1Hotel Internal Department Info 酒店二線部門位置和職能DAY-1Concierge Info 禮賓部人員架構(gòu)DAY-2Rooms organization chart 客房組織結(jié)構(gòu)圖及房型DAY-2Meet

2、ings & banquet facilities 酒店會(huì)議及宴會(huì)設(shè)施DAY-2SPA & Recreation 酒店水療及康樂DAY-3The meaning of guest service 賓客服務(wù)定義DAY-3Personal grooming standard 儀容儀表DAY-4Shift Start and End 開始班次和結(jié)束班次DAY-4Logbook and hand over 交班本/交接班DAY-5Section training部門培訓(xùn)Information Confidential信息保密DAY-6Telephone Etiquette 禮儀DAY-6Standar

3、d Greeting and phrases 標(biāo)準(zhǔn) 用語DAY-6Renaissance Standard Greetings禮賓部經(jīng)理：唐威FO-DTS Staff Training check listStaff:員工培訓(xùn)檢查表員工：Department： Delighted to ServePosition：部門 ：禮賓部職位：DTS Manager:禮賓部經(jīng)理： 唐威FO-DTS Staff Training check listStaff:員工培訓(xùn)檢查表員工：Department： Delighted to ServePosition：部門 ：禮賓部職位：DTS Manager:禮賓

4、部經(jīng)理： 唐威萬麗酒店 標(biāo)準(zhǔn)問候語DAY-7Makes a great first impression 創(chuàng)造優(yōu)質(zhì)的第一印象DAY-8Use the 15/5 Rule5步15步法那么DAY-9Thanks Every Gust 感謝每一位客人DAY-10Delights the Guest and TakesOwnership為客人創(chuàng)造驚喜/承當(dāng)責(zé)任DAY-11Porters car is Clean and Polished 行李車的使用和維護(hù)DAY-12Use Navigator delivers individual service了解導(dǎo)航員計(jì)劃的基本內(nèi)容DAY-13Enhances

5、the Guest Experiences 加強(qiáng)客人入住體驗(yàn)DAY-14Lobby Public Area are Clean and well Maintained 大堂區(qū)域的維護(hù)DAY-15CON-OOl Airport pick up.什么是酒店接機(jī)服務(wù)DAY-16CON-OOl Airport Drop off. 什么是酒店送機(jī)服務(wù)DAY-17CON-002 Airport Lost & FoundService什么是酒店送機(jī)服務(wù)DAY-18CON-004 Opening of vehicular door 為什么需要開車門，如何開車門DAY-19CON-005 ROOMING A G

6、UEST.為什么學(xué)習(xí)引領(lǐng)服務(wù)/如何引領(lǐng)DAY-20CON-006 Check in-FIT. 行李服務(wù)-散客入住DAY-21CON-007 Check out FIT. 行李服務(wù)-散客退房DAY-22CON-008 Mail Parcel Deliver Service. 郵件的處理DAY-23CON-009 Loan of concierge item. 禮賓部物品出借DAY-24CON-010 Handling & Delivery ofmessage.什么時(shí)候需要留言/怎樣留言DAY-25CON-011 Luggage storage 物品寄存DAY-26Items Deliver 物品

7、轉(zhuǎn)交DAY-27CON-013 Room Change. 換房DAY-28CON-014 Wake up call to guest room.人工叫醒和叫醒預(yù)訂DAY-29CON-015 Limousine booking. 如何預(yù)訂車輛DAY-30CON-017 Tour arrangement. 旅游質(zhì)詢DAY-31Travel Service旅游信息咨詢DAY-32CON-018 Special newspaper request. 酒店報(bào)紙服務(wù)DAY-33CON-019 Group checks in. 團(tuán)隊(duì)入住接待DAY-34CON-020 Group check out 團(tuán)隊(duì)離店

8、接待DAY-35CON-023 Board paging 大堂尋人DAY-36CON-025 Flag raising 升旗DAY-37CON-026 Restaurant reservation 餐廳預(yù)訂DAY-38CON-027 Safe and Sound of BuggyDriving電瓶車平安行使條例DAY-39Maintaining Operating Equipment 運(yùn)營設(shè)備維護(hù)DAY-40Operating Supply Stock 運(yùn)營物品庫存I. Has received training2. Has reached basic competency已接受培訓(xùn)3. Independently ability