酒店员工工作准则Performance Standards研讨.pptVIP

酒店员工工作准则 Performance Standards 1.热情地与客人打招呼，并尽量称呼客人的姓氏。 I will give all guests warm and sincere greeting and use the guests name if and when possible 2.预期的满足客人的各种服务需要。 I will always anticipate and comply with guest’s needs. 3.深情的与客人告别，并尽量称呼客人的姓氏。 I will give guests a warm goodbye and use their name if and when possible 1. 无论何时遇到客人都要与客人保持目光接触并示意。 Whenever I meet a guest I will some and main-tain eye-contact 2. 用酒店标准礼貌用语与客人交流。 I will use courteous words when talking to a guests 3. 我会引领客人从酒店内的一个区域到另外一个客人想去的区域而不是只是只方向。 I will escort guests rather than pointing directions to another area of the hotel 4. 使用酒店专业电话礼仪标准。 I will use proper telephone etiquette 5.永远为自己的整洁的酒店制服和仪表而自豪。 I will always take pride and care in my appearance and make sure my uniform is always clean and well-pressed. 6.我会正确而有效率的解决客人的投诉。 I am responsible for solving customers complaints I will react qiukly to correct guest’s problems immediately 7.我很了解酒店内的各种资讯和细节并随时回答客人的问讯 I will be knowledgeble of hotelinformation to answer guest’s inquires. 8.我将永远正确的与客人交谈我们的酒店 I will always talk positively about the hotel 1.?? Smile微笑 2.?? Never blame colleagues 从不责备同事 3.?? Never imply the guest is at fault 从不暗示客人他是错的 5.?? Use every opportunity to recommend the hotel’s facilities 利用一切机会介绍酒店的设施设备。 6.?? Never criticize the hotel, or agree with criticisms of it 从不批评酒店，也不要同意任何批评酒店的言论。 7.?? If you can’t help , get help。 如果你不能提供帮助，那么就寻求帮助。 8.?? If a guest complains, than him fro drawing the matter to your attention 如果客人投诉，那么他是想这件事情引起你的注意。 9.?? If a guest is waiting for you and you are busy, acknowledge him and tell him you’ll be with him as soon as you can 当你忙碌的时候有客人等待你，你要应承他你会尽可能快地同他一起。 10. If you can’t give a guest what he wants, think if you can offer a reasonable alternative 如果你不能提供客人他想要的，想想其他合理的可以提供 给客人的选择。 DO’S 要做 ： 1. Be a gentleman (lady first) at all times. 要在任何时候保