国际酒店SAP会所泉水疗养资料 SOP FOR RECEPTIONIST Receptionist Training Menu接待员培训菜单.doc
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1、Subject 科目培训日期 Date培训时间Duration培训师Trainer培训生签名Signature考核分数Score 考核师Tester理论知识speculative knowledgeJob Description 工作职责Quan Concept泉的寓意Quan Spa Menu泉水疗菜单 (Price, Duration, Benefit)Spa Visit Standard参观标准程序How To Spa 水疗疗程与健康Spa Etiquette 水疗须知Product Knowledge 产品知识Massage Oil(Ingredient & Benefit) 按摩油产
2、品知识(成分,作用) Penovia Products (Ingredient & Benefit) 蓓丽雅产品知识(成分,作用)Standard Service 标准服务How to schedule an appointment via phone call 如何电话做预订How to check in a guest 如何接待客人How to fill in the consultation cards 如何填写意见卡How to check out a guest 如何给客人结帐SOP 标准操作流程Opening Procedure 营业前准备 Closing procedure 结束
3、营业后工作Therapist booking standard 理疗师轮牌制度Reservation for spa treatment 护理项目预订To complete daily finance report 完成日常财务报表Guest Cancellation policy 客人预订取消政策Discount & Complimentary 折扣或是免费护理Guest Complain 关于客人投诉Meet & Greet 欢迎客人Farewell Guest 送别客人Key control 钥匙保管System Training Menu- Receptionist Prepare b
4、y: Nancy HuSpeculative KnowledgeJob DescriptionQuan ConceptQuan spa MenuSpa Visit StandardHow To SpaSpa Etiquette POSITION SUMMARY 职位综述Ensure a high level of customer service is consistently maintained and perform reception duties according to the spa brand standard 确保高质量持续的服务,按照水疗品牌标准履行工作职责CRITICAL
5、 TASKS 关键任务Safety and Security 安全与保卫SPECIFIC DUTIES : OPERATIONSGuest Relations宾客服务l Answer telephone within three rings, in polite manner and following SOP for telephone procedures在电话铃响三声之内礼貌地运用工作标准程序接听电话。l Greet and serve guest tea and Cold towels问候并用热姜茶和冷毛巾服务客人。l Explain clearly the menu, product
6、s, facilities and answer any questions为客人清楚地解释菜单、水疗中心产品及设备设施,并谦逊礼貌的回答客人所提出的问题。l Introduce guests to therapist and or show them to locker room , explain facilities and procedures if needed介绍客人给理疗师,再将护理师介绍给客人,并带领客人到房间,如果必要的话介绍设施和理疗程序l Smile微笑服务Sales销售l Before treatment offer guest opportunity to upgra
7、de treatment在护理之前,尽量向顾客推荐更适合并且高价位的护理项目。l Explain any special treatment promotions or deals让客人了解所推销护理项目的特别与独特之处,并使顾客接受。l Suggest alternative times or treatments if guests first preference is unavailable如果客人是第一次选择护理项目,我们要建议两种护理项目供其选择。l Show guest retail display and offer information about products引领客人
8、到水疗中心的家居产品与零售产品的展示区,并为客人详细的介绍产品的功能与功效。l Ensure Daily retail target is achieved .确保完成零售产品的每天目标。l Following treatment, offer guest opportunity to purchase product eg: those used during treatment or others for gifts咨询客人护理后的感觉与意见,积极的推销护理期间所使用的产品,使顾客购买。l To maximize spa sales and revenue for the departme
9、nt最大限度的销售水疗中心的护理项目与零售产品,使水疗中心的收入最大化。Reservations预定l Take guest bookings for treatment, maximizing use of spa facilities最大化的接待有SPA仪器的护理项目预定。l To arrange appointments and reservations for hotel guests为酒店住店客人合理的安排与预订护理项目。l Advise manager if changes needed to staff scheduling to accommodate guests- ensu
10、re no turn ways管理人员将需根据住客率与日常的客源情况合理的安排员工的休假,确保顾客不会流失。l Allocate treatment to therapist in productive and equitable manner公平公正的分配护理项目给理疗师。Reception Area接待区域l Ensure reception desk is staffed at all times during operational hours确保在工作期间接待台必须要有员工接待,无空岗情况发生。l Ensure reception operation stock is availab
11、le all times eg: Spa Menu, Consultation Card and etc.确保在工作期间前台具备所有的相关资料,例如水疗菜单,咨询卡等等。l Maintain reception and retail areas in clean and tidy state, oil burner and music functioning at all times确保接待台和产品展示区域始终处于干净与整洁的状态,香薰炉和背景音乐在任何时间都处于运做的状态。l To ensure a high level of product knowledge of the spa, ho
12、tel and local area.对酒店、水疗中心的产品、知识及酒店周边的的情况具备详细的了解与认识。l To assign and collect locker keys to guest 按照客人的要求仔细分发与收回更衣柜的钥匙l Promptly handles daily in-coming mail and internal correspondence迅速处理每天进来的邮件和内部信件l Answers and handles all incoming telephone calls for department according to the company and hote
13、ls standards or procedures.按照酒店和部门标准程序礼貌的接听部门电话l Pay attention lobby light and engineering problem, if discovers immediately put in landa system and inform ENG.l 关注水疗中心的灯光等工程问题,如发现及时输入Landa并电话通知工程部。Billing付账l Responsible for correct customer billing eg: cash, room charge and credit card负责客人正确的付账方式,比
14、如:现金,房间挂帐和信用卡。l To accurately post all charges to the folios and ensure all charges on guest accounts are accurate with sufficient back up for the guest review.准确的把客人所消费的项目抛到客人的帐单,确保客人所消费的项目都准确无误的体现在帐单上,最后请客人检查确认并签字。l To ensure that all the rebates and paid-out vouchers are signed by Spa Manager.确保所
15、有的打过折后的帐单和外付账单都要有部门经理的签字。l To prepare and balance a cash report remittance envelope at the end of the shift.确保在下班之前,准备好所当天所投放的现金、平帐报表和投币袋l To ensure that the cash float is balanced.确保当天的现金一致无误。l To adhere to the hotel credit policies to ensure that all revenue expected will be received.l 遵循以酒店的信贷政策,
16、以确保所有的预期收入会收到。Reports报告l Responsible for daily report on sales of treatment and retail, commission, inventory ect.负责完成每日的报表,并体现出详细的每日护理项目的销售、零售产品、佣金产品的存货量等情况。l Make requisition for retail stock, product supplies in timely manner. Advise Reception Supervisor or Assistant Manager of any shortages及时申请零
17、售存货,产品的补给,提醒接待主管或副经理关于任何物品短缺。l Assist in preparation of monthly summary report of treatment and guest information帮助准备及总结每月护理项目和客人信息报告。Safety & Security安全管理l Understand all fire, life safety and emergency procedures and evacuation procedures掌握所有火灾,防卫,和紧急情况的处理程序,并了解如何进行疏散工作l Demonstrates compliance wi
18、th health and safety equipment in work place在工作区域进行安全演习l Initiate action to correct a hazardous situation immediately when it occurs and notify Spa Manager / Director and other team member the potential danger当危险情况出现时,要立即汇报并通知水疗经理/总监和其他成员所存在的潜在危险Service Standards服务标准l Maintain up to date knowledge o
19、f product and menu and work in compliance with relevant Renaissance Spa Standard Operation procedures更新水疗产品有关信息和菜单,按照万丽酒店的相关服务程序来工作l Practices Renaissance Spa Service Standard at all times坚持学习并实践万丽水疗中心的服务标准。l Actively contribute to communication and problem-solving within the spa, work as constructi
20、ve team member同事之间要有良好的沟通,并积极的解决随时发生的问题,不断的提高团队的士气。Others其他l Orientated and train new receptionist on reception daily operation task有目标性地培训新加入的接待员 ,完成每天的接待工作。l Monitor consistency on reception standard始终如一地执行接待的标准程序。l Report to your immediate manager regarding any issues.有任何问题需及时报告给经理l Refer to the
21、report schedule and follow up with supervisors, ensuring all reports are updated and handed to the Spa Manager on time提交报告并同主管一同加以追踪,确保所有报告已做更新并准时上交给水疗经理。l Abide by the Renaissance hotel code of conduct遵守万丽酒店的密码管理。l Abide by the Renaissance Hotel Employee Handbook遵守万丽酒店的员工手册。l Abide by the Renaissan
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