喜来登酒店-前厅培训手册

rTrainerIappreciatethatyouarewillingtoputeffortintraininganewco-worker!Thankyou!Youwilltrainthetraineethecoming2weeks/4weeks.Thetraineehastobeabletoworkaloneafterthetraining.Westartwiththebasicproceduresandbasicinformation.Youwillhavetoprovidethetraineewithalotofinformationandyouhavetoshowhim/heralotofprocedures.Thetraineewillbeverybusyduringthetrainingandwillgetalotofinformation.Itcanbehardforthetraineetocopewithalltheinformation.Pleasebepatientandtrytorememberhowyourfirstweekswere.Attheenditwillallworkout.Thetrainingmanualwillbeaguidelineforthetraineetolearntheproceduresandstandards.Yourmanualhastheanswerstothequestions.Youmustknowtheanswersalready,butthereisinformationinthemanualthatyouneedtoexplaintothetrainee,andtheanswersareaguideline.Sodonotforgettouseit.Theanswersarethoroughandthatiswhatyouneedyourtraineetoknow.Ifyouhaveanyremarksorotherfeedbackaboutthemanual,pleaseletusknow.Thisisthefirstdraft,sotheremaybeerrorsinitornotthathandytoworkwith.AllbackiswelcomeWithyouwerearegoingtomakesurethatalltheco-workersattheFrontOfficeDepartmentknowallthestandardsandallprocedures.Thiswaywecanprovidea5starservicetotheguest,whichwecanallbenefitfrom!luckandthankyougserekvanderPollrectorofRooms TodayyouwillmeetyourtraineeGeneralquestionsaregoingtobeansweredandthetraineeisgoingtolookinthehotelrooms(whichhavetobepreparedwhenthetraineeasksforthis).Thetraineeisgoingtolookatthe5thfloorandatthe4thflooraswellandhastoanswerthefollowingquestionsregardingtheroomsandotherdepartments.SheratonDongguanHotel,S256ProvincialHighway,HoujieTown,DongguanCity,GuangdongProvince,P.R.China523962,Tel:(86-769)5988888,Fax:(86-769)5908888EMaildongguan.sheraton@About500hotelrooms.0间。Smoking5,16,18,19,20,21,26,27,28.NonSmoking:11,12,17,22,23,25,29,30.0TheSPGfloorsare23,25and26.TheSPGroomsareonahigherfloorthanthesuperiorrooms.SPG会员楼层比高级客房楼层高。Superiorroom:KingandTwin,smokingandnon-smoking:SK,SKN,ST,STN.Deluxeroom:KingandTwin,smokingandnon-smoking:DK,DKN,DT,DTN.Grandviewroom:smokingornon-smoking,dependsonthefloorwheretheyarelocated.Wehave2twinavailable:GVK,GVT.Allabovestatedroomsare42m2.Deluxesuite:smokingandnon-smoking:DS,DSN(90m2).Executiveroom:smokingandnon-smoking,kingandtwin:EK,EKN,ET,ETN.Executivesuite:smokingandnon-smoking:ES,ESN(130m2).Presidentialsuite,smoking,PS,3018.高级客房：单人房和双人间，吸烟和非吸烟。豪华客房：单人房和双人间，吸烟和非吸烟。豪华圆景房：吸烟和非吸烟依据楼层而定，有两间圆景双人房。豪华套房：吸烟和非吸烟。行政商务房：吸烟和非吸烟，单人间和双人间。行政商务套房：吸烟和非吸烟。The27th,28th,29th,and30thflooraretheexecutivefloors.行政楼层房间是在哪几层？Thefloorsarelocatedhigher,sointheendtherewillbeabetterviewandlesstrafficnoises.楼层更高，景色更好，噪音更小。我们没有残疾人专用房但厕所设有方便残疾人使用的蹲式马桶。Therearesomeroomswithabalcony.Hotelpolicystatesthatwearenotallowedtoopenthewindowforguests,forsafetyreasons.我们有一些房间有阳台。但酒店政策规定为了客人安全起见不允许为客人打开窗户。2928,2929and2930arespecialsuitesbecausetheyhavethereownsaunaintheroom.2928and2929alsohaveaTVinthebathroom.2718hasitsownspecialfeatureofhavingahugebathroom.Theroomslocatedonlowerfloorscanbebotheredbythetrafficpassingby,especiallytheoneswithfrontsideview.低楼层的房间比较吵闹。Onthe30thfloor,theroomnumberis3018.TheChinaDailyandDongguanCityarebroughttotheroomsinthemorning.VIP’swillreceive1ofthese2newspapers,aswellguestswhorequestedanewspaper.TheFinancialTimesandtheSouthChinaPostcanbeboughtaswell.求需递送报纸的客人也将递送。财务时报和南华早报可以在礼宾部可以买到。Nopetsareallowedinthehotel.酒店不允许饲养宠物。ThetoiletsbehindtheFrontDesk.前台后面就是客用厕所。Breakfast6.00–08.45Lunch:10.30–13.30Dinner:16.30–19.30Midnightsnack22.30–00.30夜宵:22:30--00:30No,youarenotallowedtobringyourmobilephonetoyourworkplace!!Youhavetokeepitinyourlockerandonyourbreakyoucanuseitagain.工作时不允许带手机！您可以把手机锁起来，休息时再用。henIamgoinghomeNo,theuniformandotherrelateditemsarepropertyofthehotel.Nothingofthehotelcanbetakenoutsidethehotel,includingyouruniform.不能，制服和其他的相关物品都是酒店的财产。酒店的任何东西都不能带出酒店包括制服。SPGTVpopsoniftheguestactivatestheelectricity.SPG频道。Cognac,Whiskey,Gin,Rum,Vodka,WhiteWine,RedWine,LocalBeer,ImportedBeer,CocaCola,DietCoke,Sprite,Tonic,Soda,Evian330ml,Evian1000ml,Perrier,OrangeJuice,AppleJuice,PotatoChips,MixedNuts,GinsenTea,OreoBiscuit,PlantersCashews,PlantersPeanuts,CadburyChocolate,DoveChocolateBar,SnickersBar.有干邑白兰地，威士忌，金酒，朗母，伏特加，白葡萄酒，红葡萄酒，本地啤酒，进口啤酒，可乐，健怡可乐，雪碧，汤力水，苏打水，依云矿泉水，巴黎水，橙汁，苹果汁，土豆片，薯片，果仁，人参茶，巧克力饼干，腰果，花生，吉百利巧克力，德芙巧克力，士力架。Theguestcanfillinthevaletorhousekeepingwillchecktheusageandthenitwillbeputonthebill.Whentheguestchecksout,wealwaysasktheguestifheorsheusedtheminibarandcallhousekeepingtocheck.客人将填写迷你吧消费，客房服务员将核对。当客人退房时前台员工一定要再次与客人确认有没有迷你吧消费。Theteaandcoffeeintheroomarecomplimentary.客房里的茶和咖啡是免费的，客人可以免费使用。8－11Fsafeisdifferent,Thesafeisopenwhentheguestentershisroom.Toclosethesafe,theguesthastoentera4digitpersonalcodeandthenclosethedoor.Whenthedoorisclosedtheguesthastopressthe“lockkey”tolockitcompletely.Toopen,enterthepersonalcode.8-11楼保险箱不同。当客人进客房时保险箱是打开的。关保险箱时客人要先输入4位密码然后关上保险箱。关上后客人要再次按上“Lock”键以确保保险箱锁上。Forsafetyreasonsitisnotpossibletoopenthewindows.31)能不能打开窗户？能打开窗户Onthenightstand,onthedeskandinthebathroom.3Intotal.Itispossibletocallotherroomsaswellbydialingan8andthentheroomnumber.Callingtootherroomsisfreeofcharge.可以，只需在房号前加拨“8”。Foranoutsidelineyouneedtodiala9.Ifthisdoesnotwork,callStarservice.号码前加拨“9”，如果还不能拨出请拨打明星服务中心的电话。No,theuseofinternetisfreeofchargeintheroom.房内上网要收费吗?房内上网是免费的。Intheclosetthelaundryvaletscanbefound.洗衣单在衣柜里。Internetcable,instructionsandamenitieslike,paperclips,stapler,tapeetc.网线，上网说明书，回形针，订书机和订书针。Guestinformationaboutthehotel.Asextrathereareenvelopes,paper,cardsSPGform,voicemailinstructionetc.说明等。In1ofthenightstands.黄页在床头柜上。Yes,allroomshave2bathrobesandslippers.间房内有两件浴袍，两双拖鞋Thevaletsareinthenightstandandthemenuisonthedeskorinthenightstandaswell.送参服务的菜单和预定单在哪里?菜单和预定单都在在床头桌上。dAllsuiteshaveanironandboard,otherguestscancallforanironandboard.哪些房有烫斗和烫板？所有的套间都有烫斗和烫板。OnlyPSroomhasafaxmachine.TheguestscanfaxattheBusinesscenterorattheEF.只有总统套有传真机。其它客人可以去商务中心接发传真。Allroomshaveascaleinthebathroom.所有的房间都有体重器。DNDstandsfor“DoNotDisturb”.AguestcanputtheDNDoniftheguestdoesnotwanttobedisturbed.TheDNDisaswitchlocatedon1ofthe2bedsides.什么是DND以及哪里我可以找到它？DND的意思是：请勿打扰。如果客人拧开了床头的DND按钮，其安在门外的DND灯亮了就意味着客人不想被打扰。Thehotelhasmorethan10extratwinbeds.10个以上的加床。Featherandsyntheticpillows.Thekingduvetsarefeatherandthesingleduvetsaresynthetic.羽绒枕和杜邦枕。大床鹅绒被和小床杜邦被。Therearemultipleemergencyexits,lookforthemonthefloor.Intheroomthereisanemergencyexitplanbehindthedoor.客房门后有逃生图，请查看。Theexecutiveroomshavemoreamenities,likearainshower,adigitalalarmclockandarelocatedonhigherfloors.Guestsstayinginanexecutiveroom/suitecanusetheEFlounge.楼层更高，景色更好，噪音更小。Yes,thisispossible.Thestairsareusedbystaffsometimesandcanbeusedforemergencies.可以。Gym–22.00SwimmingPool0Massage2.00–02.00健身房、游泳池和桑那的营业时间。健身房:05:30-22:0005:30-21:00Forthegymandswimmingpooltheguestshavetoregisterwiththeirroomnumberandsignature.Forthemassageareathereisnoregistration.健身房和游泳池客人需要登记房号和签名，桑那不需要。Walkmachines,bicyclemachines,weightliftingmachines,dumbbellsetc.健身房有哪些机器/跑步机，自行车，举重、哑铃。Therearechangingroomsforwomenandmen.Inthechangingroomstherearelockers,showers,toilets,asteambathandasauna.哪里有淋浴/有男女更衣室。再更衣室里有沐浴，厕所，蒸汽和桑拿。Whentheguestregisters,theguestwillreceivealockerkey.健身房服务台处服务员会发给客人更衣柜钥匙，并做好登记。TodaythetraineeisgoingtobeatStarservicethewholeday.Thetraineewilllearnthetelephoneetiquetteandstandards.YouhavetotellthetraineeaboutthetelephonesystemaboutsomepartsoftheOperasystemandexplaintheemergencyprocedures.YouwillstartthedaywiththeFObriefing.将在总机呆一天，学员将学习电话礼仪和服务标准。你将告诉学员电Opera的知识和解释紧急情况处理程序。Explainhowthetelephoneworks.Howtousethetelephone,howtoconnectacalletc.Explaintheusedbuttons,likeplacinginhold,busyetc.机台操作知识。解释电话怎么工作，怎样使用电话，怎样连接电话等。eYouhavetoanswereverycallwithin3rings.电话响起三声之内都应接起。lGoodmorning/afternoon/evening,SheratonDongguan,thisis…(name),howmayIhelp/assistyou?外线电话应怎么接起。Goodmoring/afternoon/evening,Starservice,thisis….(name),howmayIhelp/assistyou?内线电话应怎么接起?早上/下午/晚上好，明星服务中心，请问有什么可以帮到您？ldNeverjustputsomeoneonhold!!Alwaysaskifyouareallowedtoputsomeoneonhold!ForInstance:MayIplaceyouonhold?UseCTRLF7,thiswayyouwillgettheoperatorsystem.Showthetraineethedifferencebetweencheckedin,dueout,checkedin,etc.状态。Allkindsofphonenumbersofthehotel,itsdepartmentsandtheextensionnumbersofstaff.所以客房电话号码，员工的部门和分机号。lIfaguestcallsforawake-upcall,confirmthetime,roomnumberandnameandwriteitdown.IfitconcernsaVIP,thewake-upcallhadtobedonepersonallythenextmorning,includingtheweatherforecast.醒服务，确认时间，房号和姓名并做好记录。接着询问客人第二天早晨的送餐服务。如果需要则帮助客人做送餐服务并确认好送最后，当客人挂断电话后，拨打送餐部电话帮客人定餐并在机台做好VIP当天的天气情况。Showthetraineehowtoinsertawake-upcallandlether/himmakenotes.WhatisCTRLF7?YouwillgetthetelephoneoperatorscreenifyoupressthosebuttonsatthesametimeCTRLF7是什么？GoodmorningMister/Miss….(name),thisisyourwakeupcall.It’s….(time).Theweatherforecastfortodayis…(30degreeswithalotofsunshine).Mister/Miss….(name)Haveaniceday!department?Alwaystelltheguestwhatyouaregoingtodo!!Iftheguestaskedforreservations,youwillsay:Iwillconnectyouwithreservations,orifitisaperson:IwillconnectyoutoMisterSmith.Alwaysusetheword“connect”,nevertheword“transfer”!Ifsomethingisnotcleartoyouoryouneedmoreinformation,namethecalleralwaysSir/Madamifyoudonotknowthename.Ifyoudoknowthename,useit!!Like,“thankyoumisterSmith”.Donotforgettoinformthepersonordepartmenttotellthatthereisaphonecallandwhoitisandsubjectofcalling.在转接电话时一定要先知会客人！比如客人需要做预定，你将说;“那您稍等，Bydialinga9firstandthenthenumber.怎样拨打外线?在号码前加拨“9”。Thedowntimereportcontainsthecompleteinformationofthehotel,includingin-houseguests.Thereportismadeevery4hoursatSS.IncasetheOperasystembreaksdown,wewouldstillhavetheinformationneeded.什么是downtimereport?什么时候保存？Downtimereport包括完整的酒店信息和住店客人信息等。明星服务中心将每4小时保存一次。如果出现系统故障，我们将能从保存的DowntimeReport中找到我们需要的信息。ThereareLANconnectionsintherooms,whichisfreeofcharge.WehaveinternetfacilitiesintheBCaswell,butwehavetochargeforthisservice.AttheEFwehaveinternetconnectionaswell.Weoffer2computersandawirelessinternetconnection.IntheRenzoloungeweofferfreewirelessinternetaswell.客房和行政楼层上网都是免费的。行政楼层只对行政楼层的客人免费。客人在商务中心上网是要收费的。Insertthecorrectpagenumberandinsertthemessage.Thenpresssend.输入正确的呼机号，输入信息，然后发送。No,thisisnotpossible.不能。Whohasapager?Starservice,housekeepingandengineering.YoucanconnectthecallerwithRachel,butonlyifyouknowthenameandwhatthesubjectofcallingforis.ThenyoucanconnectthecallerwithRachelandtellherwhoitisandwhyhe/sheiscalling.Shewilldecidewhattodowiththecall.Rachel者的姓名和事项，这样Rachel就能决定怎么处理那个电话。Showthetraineewhatamessageisandhowweuseit.Showthetraineewhatkindofmessagesarepossible,toremoveoneandhowtomakeone.Putafewtestmessagesintoareservation,sothatthetraineecanseehowitlooksetc.Seeappendix40.留言”和怎么使用留言。可以做什么样的留言，怎么做，怎么接受。在“Reservation”下做留言，让学员知道怎样看留言。ThefaxmachineofStarserviceisonlyforinternaluse.Forinstance;thefrontdeskusesthefaxmachineforthecancellationofthecreditcards.明星服务中心的传真机是内部使用的。如前台的人发传真取消预受权等。88818,88816and88813.and88813.ThankyouforwaitingSir/Madam,Iwillconnectyouwithreservations.请稍等，我帮您转我们的预定部。From09.00till21.00MondaytoFriday,andSaturdayfrom09.00till17.30.WhentheEFisstillopen,theywillhandlethereservations,otherwisetheFrontDesk.当行政楼层仍开放时，他们将帮助预定，否则即由前台负责。Atthehousekeepingdepartment.哪里可以找到失物认领单。No,itisonlypossibletolistentothevoicemailfromtheroomtelephone.其它的电话客人可以听取语言留言吗?不能，客人只能在客房内的电话上听取留言。Itisonlypossibleifthereisnoonecheckedinyetandtheroomisstilldirtyandnotoccupied.Youcangivetheguestakeytoentertheroomagainandlistentohis/hervoicemail.在原客人房间是赃房、空房的情况下才能让客人返回房间听取留言。No,thisisnotpossible.Ifyoudonotwantthephonetoring,youcanleaveamessageinOperaandclicklampon.ThiswaytheredlightonthephonewillblinkandtheguesthastocallSSandwillreceivethemessageenteredinthesystem.言。Employeesarenotallowedtogetanoutsideline.Iftheyareallowedtohaveanoutsideline,theywillhavetheirowncodetogetanoutsideline.YoucanalwaysconnectemployeestotheGSMmobile.外线的密码，他们也可以MSayitisnoproblemandthatiftheguestwouldliketohaveanoutsidelinewithouthavingtocallSS,theguesthastopressthe9beforethetelephonenumber.IfaguestatFrontDeskasksanoutsideline,itisnotpossible.没问题。总机可以代拨，客人也可以在客房拨打，但拨号码之前要先拨“9”。Younevergivetheroomnumberofaguest,orthenameincaseofaroomnumber.Thisisforthesafetyofourguests.AttheFrontDeskwecanlookuptheroomnumberornameandthenconnecttheguesttotheroom,withoutsayingtheroomnumber.AtSSwedonottelltheroomnumberaswell.Onlyifthecallerasksforroomnumber2005,wewillchecktheguestsnamewiththecaller.Youhavetoaskthecallerforthenameoftheguest.IfthismatchesthenameinOperayoucantransferthecalltotheroom.，客人房号是不可以透漏的，反之亦然。在前台，如果对方知道姓名可以帮他查询然后转接但同时不能透漏房号。在总机，如果来电者知道房号，你需先核对客人姓名是否与Opera一致后再转接。Yes,thisispossible,wehave24hourservice.Afteroperatinghoursoflaundry,serviceexpresschargewillbecharged,whichis50%morethanregularservice.Duringoperatinghoursweofferexpressserviceaswell(4hours).Wecharge50%extraservicechargeaswell.费。cIfthelaundryishandedinbefore10.00,itwillbedeliveredtotheroombefore19.00.Anyotherservicewillbeserviceexpress.Laundryoperatesfrom07.00till19.00,butweoffera24hourperdayservice.干洗，水洗，熨烫服务的营业时间是?小时服务。Getasmanydetailedinformationaspossible.Likenameofthecaller(guestorassociate),placeofthefire,locationofthecaller,howbadthefireis,whatkindoffireetc.Informthefirecontrolcenterbydialing119or110andinformthemaboutthefireandpassthemthedetails.CalltheGSM,dutyengineering,dutyhousekeeperandthesecuritymanageraboutthefireandthelocation.Ifthereisprovedtobeafire,thefirecontrolwillleadtheoperation.Keepalllinesopenandanswerquestionsifnecessary.Starserviceisnotallowedtoleavewithoutinstructionofthefirecontrol.在接到火警电话时一定要镇定，问清楚火警位置，燃烧物品，大小情况，员工服务经理，值班工程师，客房值班主管，并与之保持联系，如误报则记录下来。如证明火警发生，中心的指挥，立即通知总经理，总工程师，保安经理和部门经理。如火警情况，接线员应镇静回答客人提出的各种问题。明星服务中心员工必须坚守岗位，保持线路畅通，没有上级的命令不许撤离。Seequestion49.参照问题49。Securityisinthehotel24hoursadayandthesecuritynumberis88603.保安工作时间是什么?怎么联系？603。TodaythetraineeisgoingtobeatReservation.He/shewillbelearninghowtomakeareservationthetelephoneetiquette,whatReservationentailsandwhatkindofVIP’sthehotelhas.天你将去预定部，你将学习怎么做预定和我们有什么样的VIP客人。1.Firstyouhavetoanswerthephonecorrectlyandwithin3rings.Writedownthenameofthecallerandusethenamediscretelythroughtheconversation.首先你要在三声之内接起电话。记下客人姓名并在对话中使用客人姓名。2.Askforthearrivaldateandthedeparturedate,orhowmanynightstheguestwouldliketostay.Confirmthis.询问客人的抵店日期和离店日期，并与客人确认入住的间晚。3.Askforhowmanypersonsandifthenumberofpersonsismorethan1,askhowmanyroomstheguestwouldliketobook.询问有几个人，如果多于一人则问客人需要预定几间.4.Asktheguestforthenameofthebooking,ifyoualreadyheardit,askifhe/shewouldliketohavethereservationunderhis/hernameandlethim/herspelloutthenameIfyoudidnotgetthenameearlier,askunderwhichnameyoumayputthereservationandletthecallerspellitout.人名字则问客人是否用本名预定，如果在前面对话中不知道客人姓名则请求客人拼写其名字。5.Asktheguestifhe/sheiswithacompanyandifitisacompanybooking.如果客人是公司预定则要询问客人公司名。6.Checkavailabilityandratesapplying(usingF5),telltheguestaboutthedifferentkindofroomsandtrytoupsell.Asktheguestwhatkindofroomhe/shelikesandconfirmtheroomandrate.有房间，告诉客人我们的房间类型和房价并试着7.Askifthegueststayedinourhotelbefore.Ifyes,lookuptheprofileandmakeareservationonthatprofileandcheckiftheprofileinformationiscorrect.Iftheguestneverstayedinourhotelbefore,makeanewprofile.filerofile没有入住过我们酒店则新建一个Profile。8.AskifthecallerisamemberofourStarwoodPreferredGuestprogram.Ifyes,askforthenumberifnoexplaintheprogramandaskifhe/shewouldliketobecomeamember.SPG人是否愿意加入我们的会员并跟他解释加入的好处。9.Askfortheguesthispreferences:King/Twin,Smoking/Non-smokingetc.询问客人的喜好：单人间/双人间，吸烟/非吸烟等。10.Askifthereareanyotherrequestsorpreferences.客人有没有其它的特殊要求或喜欢。11.Askforpersonalinformation:address,contactnumberandE-mailaddress.联系电话，语言和E-mail地址。12.Explaintheguaranteedbookinguntil6PM,askifhe/shewouldliketoguaranteethebooking;ifyes,askforkindofcreditcard,numberandexpirydate.到下午6点，问是否需要担保，如果是，问是哪种信用卡，号码是什么，有效期至什么时候。13.Confirmthewholebooking,including:name,arrivaldateanddeparturedate,numberofnights,numberofpersons,numberofrooms,Roomtype,preferencesandtheroomrate.，包括：姓名，抵店时间和离店时间，住几晚，几个人，几间房，房间类型，喜欢和房价。14.Askifthereisanythingelseyoucandofortheguest.询问还有什么其它的可以帮到客人。15.Checkthetimetheguestthinksheisgoingtoarriveonthearrivaldateandifthereisaneedfortransportation.确认客人将于几点抵店，是否需要接车服务。16.DonotforgettogivetheguesttheconfirmationnumberanddonotforgettosendittotheguestAsktheguesthowhe/shewouldliketohavetheconfirmation,email/faxetc.Youcanfindtheconfirmationunderoptions.17.Thanktheguestforcallingandwishhim/herapleasantday.谢谢客人的来电，住客人愉快。Weofferalotofdifferentkindofrates.Theratedependsontheoccupancy,thetimeoftheyearandifaguestiswithacompanyornot.NormallyaguestwillgettheBARrate,whichisthestandardrate.Salessometimeschangesthis,butthiswillbetoldinthebriefinganditcanbeseeninthecomputer.我们提供什么样的房价?有哪些因素影响房价变动？不同种类的房价。房价受到住房率，时节和客人是否有公司价的影但会在Briefing的时候通知我们，而且电脑上也可以看到。AnySETNNLrate(withwhateverending),theStarhotrateandtheBAR1Brateincludesbreakfast.Sometimestherearespecialpackagesincludingabreakfastaswell.Youwillbenotifiedifthereisanewrate.Ifyouarenotsure,youcanlookitupintheOperasystem.Iftheguesthaschecked-in,youcanfinditatpackages.Ifbreakfastisincludeditwillshowtherewith所以的SETNNL的房价(不管已什么结尾)都包早餐，Starhot房价，BAR1B包早餐会显示1。Allratesincludetaxes.Almostallratesincludeservicechargeaswell,sometimestherearespecialrates/packagesthatdonotincludeservicechargeandyouwillbenotified.价都包税。几乎所有的房价也都包税，有时一些特殊的房价/套餐不包服务费。Yes,youwillneedthecreditcardnumberandtheexpirydate.可以，需要信用卡号和信用卡有效期。Therearespecialrates/packagessometimes,whichwillbebriefedtoyouandwillbehangingonthenoticeboard.Dependingonthenumberofnights,timeofyearyoucanofferspecialrates,ortocompanyguests.Brief公司客人也可以有特殊房价。TodaythetraineewillworkintheRoomservicedepartmentforthefirsthalfandthesecondhalfhe/shewillbeworkinginStarserviceagain.TodaythetraineewilllearnaboutRoomservicethemenu,thestandards,RenzoLounge,BotanicaandwillgetmoreinformationaboutStarservice.在送餐部工作但在上午的下半节和下午的下半节你们又将回到明星服将学习送餐的菜单，标准，大堂吧，御园西餐厅，你们将得到更多的关于明星服务的信息。Telephoneetiquetteandstandardsofin-roomdeliveringareimportant.话礼仪和标准对送餐部很重要。ItisamenuofinternationalandAsianfood.菜单上有国际和亚洲食谱。No,itdepends.Breakfastisonlyinthemorningfrom06.00till10.00.From11.00till23.00thefullmenuofBotanicaisavailableandbetween23.00and06.00thereisaselectionoftheBotanicamenuavailable.供。TheBotanicarestaurantusesthesamemenuaswellastheRenzolounge.御园西餐厅和大堂吧的菜单都用于送餐服务的菜单。Yes,wehaveAsian,ContinentalandAmericanbreakfastsandanalacartebreakfast.Thedifferencesareintheingredientsofthebreakfast.可以，我们有亚式，欧式和美式早餐。不同点在食品的配置方面。Theguestcancalltoroomservicetoorderbreakfast,ortheguestcanusethevaletinhisroomtoorder.Allroomservicevaletswillbepickedupat02.00inthemorning.送餐部预定，或者使用房内的预定牌预定。所有的早餐预定管事部。Dependsonhowbusythekitchenis,mostofthetimeitwillbewithin30minutes.取决厨房的忙碌程度，但最迟30分钟之后要送到客人房间。NowhavealookattheBotanicarestaurantandtheRenzoLounge.Lookattheatmosphereandthemenuandanswerthefollowingquestions现在参观御园西餐厅和大堂吧。感受气氛看看菜单并回答以下问题。Yes,therearesmokingandnon-smokingareas.有，有分吸烟区和非吸烟区。Yes,on-stayingguestscaneatintherestaurantsaswell.可以，非住店客人也可以在餐厅消费。No,therearenone.没有，不需要。TheBotanicamenuisintheBotanicarestaurantandintheRenzolounge.In-roomdiningusesthemenuaswell.御园西餐厅的菜单在御园西餐厅、大堂吧和客房内送餐服务都使用。Thewholedaythereispianomusic,thisisautomaticforthelobby/frontdeskandfortheRenzoLounge.From17.30till20.30thereislivepianomusic.From20.30till00.15thereisaPhilippinebandplaying.有娱乐节目吗?在什么时段？整天都有钢琴音乐，是自动弹奏的，在大堂/前台和大堂吧都能听到。从下午5：30到8：30有专人弹钢琴曲。从8：30到00：15有菲律宾乐队的表演。From06.30till10.30.yTodaythetraineewillworkinthehousekeepingdepartment.He/shewilllearnabouthowhousekeepingworksandhowwecommunicatewiththem.Thetraineewillcleansomeroomsworkwithasupervisor,workwiththePAanddoturndownservice.Afterthisthetraineewillmakethefirstquiz.最后一个星期的培训，你将去客房部了解部门运作和知道怎么跟他们PA作和怎么做开夜Atthehousekeepingoffice.在客房部办公室。Atthehousekeepingaswell,butinasafetybox.贵重物品的失物招领在哪?也是在客房办公室，但是放在保险箱内。procedure?Non-valuableitemsarekeptfor3months,valuableitemsfor6monthsandveryvaluableitemsfor1year.Aftertheseperiodstheitemwillbereturnedtothefinder.失物招领的程序是什么?失物在六个月后一直没人招领则将交给拾物者。如果是贵重物品将保存更久。Minibarservice(housekeeping)willcheckalltheminibarsandwillpostthechargesontheguests’bill.迷你吧服务是什么，怎样收取客人的费用?由客房部负责，可以入房帐。JamesZhi.sZhiFrom07.00till19.00.Buttheserviceis24hoursaday.Theextensionnumberis29.分机是29。Washingalllinenofthehotel,includingtablecloths,napkins,bedsheetsetc.Washing/dry-cleaning/pressingetctheclothesofguests.Theuniformroombelongstolaundryaswellandtheyareinchargeofalluniforms.APAattendantkeepsthePublicAreascleanandtidy,includingthetoilets.Theycanbereachedat88557.？。可以打88557联系他们。Theextensionnumbersare27and28.。Everyoneisreceivingturndownservice.Thecurtainsareclosedandamenitiesandtowelsreplenishedifneeded.Thebreakfastandlaundryvaletareplacedonthebed.上窗帘物品和厕所将被重新整理。早餐和洗衣单将被放在床上。Between17.30and21.30.ayTodaythetraineewillbeworkinginthebusinesscenter.He/shewilllearnwhatkindofservicestheBCprovides,thecostsandhowthemachineswork.Youwillstartthedaywiththebriefingandthentheevaluationoftheperformanceoflastweekandtheresultofthequiz.今天实习生将在商务中心培训.他/她将了解商务中心的各项服务,价格标准以及设施设备的工作状况.这天你将开始了解商务中心的梗概知识,然后是上周工作的评价和测验的结果.Alkindsofofficesupportingservices.Theguestcanrentofficeequipment,canfax,usetheinternet,havepaperslaminated,photocopypapersetc.商务中心提供那些服务?所有与办公相关的服务.客人可以租办公设备,发传真,上网,过胶文件以及影印等.Goodmoring/afternoon/evening,Sir/Madam,howmayIhelpyou?如果客人进商务中心了,你该怎么说?早上/下午/晚上好,先生/女士,请问有什么可以帮到你?sFirstputthefaxinthemachinewiththetexttothewall.Thenpressthetelephonebuttonandwaitforasignal.Theninsertthetelephonenumberandpressthegreenbutton.Forthecostsseeappendix6.怎样发传真?以及如何收费?首先把传真倒置放进传真机,然后拨传真号码,等信号正常后再按一下绿色的键就可以了.价格可参考价目表.ClickFrontDeskClickAccountsName:PI-BC-TELRoomtype:PIRoom:83322,83321MarketCode:LSTSourceCode:HSEClickOK83322and83321aretheextensionnumbersofthephone.击OK。Allbuttonshavetobepressedtothewallandthetemperaturehastobe120.Forthecostsseeappendix6.过塑机怎样工作以及如何收费?按下所有的(相关)按钮,将温度调到120.收费可参考附件.Gotocashieringandthentobilling.Enteryourpassword.Thenentertheroomnumberoftheguestanddoubleclickontheroomnumber.Thebilloftheguestwillbeopened.Ifyoustandonthebillandclickyourrightmouseknobyouwillgetamenu.Chooseaddnewwindow.Thiswaythereisanewwindowcreated.Clickinthenewwindowsoitturnsblue.Thenyoucanclickpost.Enterthecode,ifnotknown,lookitup.ThenuseTabandentertheamountandthequantityandthechecknumber.Ifthereisanythingthathastobenoted,itcanbenotedatreferenceorsupplement.Postandthenprintthewindowandattachthebilltothemiscellaneouschargeform.Transfertheposting,bydraggingittowindow1andclosetheextrawindowagain.Seeappendix49.需要说明的，可以填写到Reference或Supplement。最后点击Post，打印一份投财务，在把帐拖到第一个窗口并关掉那个多余的窗口。sTheguestcanusetheinternetimmediately.Offerhelpandkeeptrackofthetime.Aftertheguestisfinishedyoucancalculatethecostsandlettheguestsignthemiscellaneouschargeform.Afterthatyoucanpostthechargetotheroom.Forthecostsseeappendix6.客人怎样上网?如何收费?以及你应该做些什么?以上网.应主动给其提供帮助,并记录时间.这样客人上完网后,就可以计算出其费用,让客人在杂项费用单上签名,就可以将其费用入到房帐.价格参见附件.Asktheguestwhenhe/shewouldliketomakeuseoftheboardroom.Lookiftheboardroomisavailableatthattime.Askfortheguests’nametobooktheboardroomunder.Telltheguestaboutthechargesforrentingtheboardroom(200RMBperhour,550RMBhalfdayand900RMBperday).Confirmwiththeguestthedate,timeandthecostsrelated.Theguestcanpayca