无锡酒店前台员工培训文件37.docxVIP

前台 FRONT DESK 部门 /区域： DEPARTMENT/ AREA: 服务内容 /工作职责： SERVICE/ TASK: 标准： STANDARD: 来宾期望 Guest expectation 声音中带着微笑接电话 Answer the telephone with a smile in the voice 向客人重复留言，确认详细信息 Repeat the same message to the caller to confirm the details 重复来宾姓名至少两次 Repeat the name of the guest at least twice 清晰地告知留言 Announce the message clearly 读留言清晰准确 Message to be legible accurate 不要让来宾等太久时刻 Do not keep the guest on hold for a long time 收到留言后及时转达 Messages to be delivered urgently after taken  FD 接待处 FD RECEPTION FD-SOP-026 在电脑系统中查询来宾留言 FD-SOP-026 CHECKING FOR GUEST MESSAGES IN FIDELIO 经常为来宾查询留言 Always chec