酒店前台服务员怎 么做好本职工作（How can the front desk clerk do his job）.docVIP

酒店前台服务员怎么做好本职工作（How can the front desk clerk do his job） Training and assessment General requirements for hotel front desk staff Employee service knowledge Hotel service knowledge is a variety of services related to the hotel staff that should be aware of in order to better serve them. Mastering hotel service knowledge is the most basic thing that can be carried out in the hotel. Only when we have a good knowledge of it can we provide good service to our guests. 1 service knowledge training content (1) the basic circumstances of the hotel and the environment in which the hotel is situated; A. hotel public facilities B. hotel provides the main services, specific content of the project. Time limit and contact method. Where is the location of the C hotel? (2) training of staffs post responsibility; A. responsibilities, importance and position in the hotel B. the job objectives, specific tasks, work standards, efficiency requirements, quality requirements, service attitudes and responsibilities to be undertaken, and the scope of their duties. C. the work process, work rules, rewards and punishments measures. D. the hotel hardware, facilities, tools, tools, tools, tools, tools, tools, tools, tools, tools, tools, tools, tools and tools. E. Master Hotel software management measures, such as relevant bills, bills, forms, fill in the requirements and regulations. (3) language ability Language is an important tool and channel for hotel staff to build good relationships with guests. Language is not only the tool of communication and expression, but also reflects and conveys the auxiliary information of the hotel culture and the mental state of the hotel staff. A. mood Employees in the expression should pay attention to the natural tone of fluency, amiable, in terms of speed to maintain uniform expression, at any time should be calm, polite, plus. B. logic Correct use of statement. This is a very important aspect of language expression. Ambiguous or wrong sentences are easily m