无锡酒店前台员工培训文件35

1、前台FRONT DESK部门 /区域：FDDEPARTMENT/ AREA:FD服务内容 /工作职责：FD-SOP-024SERVICE/ TASK:标准：STANDARD:来宾期望工作职责GuestWhat to do?expectation有效而可信的叫同意来宾要求醒服务Accept the requestEfficient andreliable wake-upcalls service接待处RECEPTION叫醒服务WAKE UP CALL确保以专业而个性化的方式准时进行叫醒服务。To make sure that the wake up call is given on time i

2、n a professional and personalized manner.工作标准Standard of Performance? 认真认真倾听来宾叫醒服务的要求。Listen carefully and attentively tothe guest s wake up call request.? 记下来宾要求并重复一遍确认要求的叫醒时刻，以免发生错误。Take down the request and repeat and re-confirm the time requested to avoid confusion.? 询问来宾是否需要提醒服务Ask the guest if

3、 they will require a reminder call.? 称呼来宾的姓名并表示感谢，并应时的祝福客人早安或晚安。Thank the guest by name and wish good evening or good night as appropriate.1 / 3确认叫醒信息准填写叫醒服务记录确叫醒表Accurate in termsComplete a wakeof takingup call request slipinstructions andand formactual wake-upcall准确接收到客人跟进叫醒服务要求Follow up wake upTo

4、 receive whatcallswasrequested? 在叫醒服务单上写明来宾要求叫醒的时刻Write down on the wake up call form the requested time.? 在叫醒服务单上填写必要的信息：Fill in the necessary details on the wake up call slip and form;姓名叫醒时刻房号客人要求叫醒得日期及接手人客人提出叫醒要求日期Name / time requested / room number / date when the request was taken and who took

5、the request/ date for when the call is to be given.? 把叫醒记录单交给总机Forward the wake up call sheet to the Operator? 叫醒服务不能提早分钟以上或延后三分钟以上叫醒来宾Wake up calls should be no later than 5 minutes before or 3 minutes after the requested time? 把桌上的叫醒服务单与总机的叫醒服务单比较Compare the wake up call form given by the operator

6、s to the existing wake up call form available at the desk.? 确认没有遗忘任何一个叫醒服务。Make sure not to miss any of the wake up call requests.? 打电话至来宾房间并告知他这是叫醒服务，比如，“ XX 先生，早上 /中午 / 晚上好，这是您的叫醒服务。”Call the room of the guest and inform him that this is his wake upcall, e.g., “ Good morning/ Afternoon/ Evening Mr. X, this is your wake upcall.? 祝来宾度过愉快的一天。Wish the guest a pleasant day.? 随时预备协助处理客人要求的其他