凯宾斯基宾客服务中心培训考核表

1、INITIAL JOB TRAINING新员工在职培训Name 姓名 :Department/Section 部门/分部 :前厅部服务中心 FO-GSCPosition 职位 :Starting Date 到岗日期 :Section Trainer 分部培训员 : No.Training Tasks培 训 任 务Initial Job Training在职培训Retraining再 培 训Comments意见DateTrained培训日期Trainer培训员签名Trainee培训生签名Evaluation评估Date Trained培训日期Trainer培训员签名Trainee培训生签名Eva

2、luation评估1GSC Operators Job Description服务中心话务员工作描述2The Basics 酒店服务基本须知3Grooming仪容仪表4Hotel Information酒店总体概况5Rooms organization chart客房组织结构图及房型6Kempi nski Standard Greetings凯宾斯基酒店电话标准问候语7Telephone Etiquette电话礼仪8Telephone Attitude电话心态9Telephone Functions话机的基本功能介绍10In House Phone introduction客房电话功能介绍11

3、Hotel Extension Number酒店分机号码12Important Telephone Number 重要电话号码13How to answer incoming calls如何接听外线电话14How to transfer calls如何转接电话15How to place calls on hold如何设置电话等待16No response and engaged line无人应答和占线时17Assist GST with IDD/DDD/LOCAL/toll free/call card协助客人拨打国际长途/国内长途/市话/免费电话18How to handle inquir

4、ies如何处理询问19How to take down messages如何记录留言20Room to room calls房间互拨21Handling EO calls处理行政办电话22Connecting calls to GST RM为住店客人连接电话23Screening of calls过滤电话24Wake up calls for FIT散客叫醒服务25Wake-Up call for group团队叫醒服务26Set up wake-up call in system在系统设置叫醒27Handling no respond on wake-up call怎样处理叫醒无人应答28B

5、ar And Unbar Phone For Guests为客人开关电话29Confidential Stay客人保密入住电话处理程序30Guest Locator Feature客人方位信息要求31Phone Charge Manual Posting电话费手工 抛帐32F&B restaurants and bars 酒店餐厅及酒吧介绍33meeting rooms & Recreation &SPA会议设施及康乐水疗介绍34Public Areas / Pantries / BOH公共区域/储藏室/办公区介绍35HSKP Service客房服务36Laundry Service洗衣服务3

6、7Guest Engineering Service工程服务38BC Service商务中心服务39Mail Systems留言服务40Request for Reception Services要求前台服务41Request for Late Check out & Extension延迟退房或续住42Handling guest request for guest room key客人要求房卡服务43Transportation Service租车服务44Request for Restaurant Reservation要求订餐服务45Doctor Visit To Guest Room

7、要求驻店医生或急救服务46Luggage assistance行李服务47Internet Access网络服务48Guest article on Loans客人借物管理程序49Follow up and complete guest requests跟进并且完成客人要求程序5051Incoming Fax handling接收传真的处理程序52Complaints Handling处理投诉53Incident Report Daily每日事件报告54In Room Dining order procedure点餐程序55Lost and Found遗失物处理程序56Local Inform

8、ation 本地信息57Outlets Operation Hours各部门运营时间58Call Accounting System计费系统59Be skilled at Opera熟知Opera系统的运用60Opera General search by name Opera系统中常规姓名搜索61Opera General search by Room No.Opera系统中常规房号搜索62Opera Leave Trace and AlertsOpera系统中留跟踪和提醒63Opera Some Kinds of reportOpera各种报表64ADMIN detail report by division weekly每周行政部门详细报表65Perfect Check完美点餐66Up selling点餐推销67Call back餐后礼仪电话68Room amenity facilities set up in the room客房内的娱乐设施设备使用69Fire Alarm Handling火警的处理70Power Failure Handling停电的处理71Bomb Tre