(大副)前厅部员工行为准则(规章制度).docx

99 Do’s Don’ts Of San Marco Holiday HotelFO Staff圣马可度假酒店前厅部员工99条行为准则(规章制度)Always maintain well cut short hair.发型始终保持整洁简短Maintain a clean shave at all times.不留胡须Should always have clean and well manicured nails.指甲经常保持修剪整齐、干净Wear jewelry conservatively.佩戴质朴无华的首饰Wear correct uniforms as per standard on duty and around guest areas.严格遵守酒店标准，対客区域必须穿着酒店制服Teeth should be stain free at all times.牙齿始终保持洁净Make sure to have a fresh breath at all times.始终确保口气清新Avoid heavy or over powering after-shave / perfumes.避免在剃须后使用气味浓烈的须后分或是香水Cuts and abrasions on the exposed parts of the body should be dressed properly.身体外露部分的伤疤与擦伤需用衣物进行巧妙遮盖Take regular bath or shower to eliminate body odor.经常洗澡以去除体味Have a smart and a professional body posture.展示潇洒与专业的体态Give respect earn respect both from guest and staff.相互尊重客人与同事Always keep the resort concept in your mind.始终铭记酒店理念Do not lean-always stand straight.始终保持直立，切勿斜靠Do not act awkwardly in front of the guest or the staff.切勿在客人与同事前行为笨拙Communicate clearly in a respected manner with our guests and staff.以尊重的方式与客人及同事进行清晰的交流Listen carefully to the guest and the staff.仔细聆听客人与同事的对话Do not intrude the privacy of your guest or staff.切勿侵犯客人与同事的隐私Make eye contact while you speak to the guest and staff.在与客人及同事交谈时保持眼神交流Keep your hands in front of your body at all times(crossing right hand over the left hand).双手始终置于身体前部（右手交叉置于左手之上）Do not walk with your hands in your pocket or in your hip.行走时切勿将手放置于口袋或是后兜Do not cross your arms against your chest.切勿于胸前交叉双臂Anticipate the needs of a guest and fulfil them before guest asks.预知客人要求并在客人开口前满足客人Smile naturally.微笑自然大方Respect the personal space of your guest and staff(maintain a distance of at least 2 feet).尊重客人与同事的私人空间（至少距离2英尺，1英尺=0.3048米）Be aware of offensive habits that you may have such as biting nails, picking hair, sneezing or coughing without covering your mouth.有意识地改变不良习惯，例如：咬指甲、理头发、打喷嚏及咳嗽不捂嘴Do not hang around in the guest areas when you are not on duty.非当班时间，切勿在対客区域逗留Do not talk loudly or have lengthy conversation