总台、商务中心服务质量标准.docVIP

总台、商务中心服务质量标准 总台、商务中心服务质量标准提要：熟悉主要国家和地区的传真、电话号码，工作中留意收集和整理商务资料，正确、迅速回答客人查询和及时提供服务 自 总台、商务中心服务质量标准 一．个人形象 1．着装：上岗前，按规定换好工作服。服装必须保持挺括整洁。按规定佩戴好工号牌，皮鞋保持光亮。 2．发型：头发必须梳理整齐，女员工长发不能过肩。 3．仪容：当班一律不能佩戴各种首饰品，不得浓妆（应淡妆），不留长指甲，不涂彩色指甲油。 4．语言：服务过程中，遇外宾使用英语，遇内宾使用普通话。 二．总台服务 1．端正站立姿态，距总台1尺左右。精神饱满，目视前方，微笑服务，符合规范。做到有岗有人有服务。 2．按服务规程做好代客留言，信件收发及各项代办等工作并有记录。 3．交接班有记录，工作清楚、仔细。 4．备有本市交通图、旅游图、电话号码薄、航空、铁路时刻表等查询资料。提供问讯服务，应做到百问不烦，让客人高兴而来，满意而去。 5．保持总台整洁，台面上物品摆放有序。 三．商务中心服务 1．见客人进入商务中心，起立问好，主动招呼。 2．热情待客，准确、高效地办理客人委托的各项服务工作并做好登记记录。 3．收到传真，邮件等急件及时通知客人。认真仔细查找无房号、无姓名的收件人，做到有记录，不耽搁。 4．分拣报刊正确无误，发现差错及时与邮政联系。 5．准确掌握各类业务收费标准。认真办理收款、结帐工作，做到无差错。 6．熟悉主要国家和地区的传真、电话号码，工作中留意收集和整理商务资料，正确、迅速回答客人查询和及时提供服务。 7．工作场所环境整洁；工作台面物品摆放有序；设施设备有专人管理。 自 Measures for the routine management of moral education in Middle SchoolsMethod of conventional management of moral education in middle schoolFirst, the guiding ideology:School moral education is an organic whole of the whole education work, always adhere to the school adhere to the moral education, education for this product, and actively promote the quality education, the school building efficient curriculum system of moral education, moral education, improve the sense of attraction and appeal, enhance the moral education work for through and timeliness. Teach everyone, service education and management education, and school moral education work must be with family education and community education closely together, to form a concerted pattern, and strive to create a good atmosphere for education, and to promote the all-round development of students, to establish a scientific moral education full of vigor the For long-term mechanism.Two, the goal of moral education:To guide the students to form the correct world outlook, outlook on life, values, to cultivate students unity and mutual assistance, honest and trustworthy, law-abiding, good quality, hard work, set a good XX students ideological qual