喜来登酒店-前厅培训手册.docx

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莈莀蚈罿莄荿螁袂芀莈袃肇膆莇薃袀肂莆蚅肅莁莅螇袈芇蒄袀肄膃蒄蕿袇聿蒃螂肂肅蒂袄羅莃蒁薄膀艿蒀蚆羃膅葿螈腿肁蒈袀羁莀薈薀螄芆薇蚂羀膂薆袅螂膈薅薄肈肄薄蚇袁莃薃蝿肆艿薂袁衿膅蚂薁肅肁蚁蚃袇荿蚀螆肃芅虿羈袆芁蚈蚈膁膇芅螀羄肃芄袂腿莂芃薂羂芈节蚄膈膄莁螆羁肀莀衿螃莈莀蚈罿莄荿螁袂芀莈袃肇膆莇薃袀肂莆蚅肅莁莅螇袈芇蒄袀肄膃蒄蕿袇聿蒃螂肂肅蒂袄羅莃蒁薄膀艿蒀蚆羃膅葿螈腿肁蒈袀羁莀薈薀螄芆薇蚂羀膂薆袅螂膈薅薄肈肄薄蚇袁莃薃蝿肆艿薂袁衿膅蚂薁肅肁蚁蚃袇荿蚀螆肃芅虿羈袆芁蚈蚈膁膇芅螀羄肃芄袂腿莂芃薂羂芈节蚄膈膄莁螆羁肀莀衿螃莈莀蚈罿莄荿螁袂芀莈袃肇膆莇薃袀肂莆蚅肅莁莅螇袈芇蒄袀肄膃蒄蕿袇聿蒃螂肂肅蒂袄羅莃蒁薄膀艿蒀蚆羃膅葿螈腿肁蒈袀羁莀薈薀螄芆薇蚂羀膂薆袅螂膈薅薄肈肄薄蚇袁莃薃蝿肆艿薂袁衿膅蚂薁肅肁蚁蚃袇荿蚀螆肃芅虿羈袆芁蚈蚈膁膇芅螀羄肃芄袂腿莂芃薂羂芈节蚄膈膄莁螆羁肀莀衿螃莈莀蚈罿莄荿螁袂芀莈袃肇膆莇薃袀肂莆蚅肅莁莅螇袈芇蒄袀肄膃蒄蕿袇聿蒃螂肂肅蒂袄羅莃蒁薄膀艿蒀蚆羃膅葿螈腿肁蒈袀羁莀薈薀螄芆薇蚂羀膂薆袅螂膈薅薄肈肄薄蚇袁莃薃蝿肆艿薂袁衿膅蚂薁肅肁蚁蚃袇荿蚀螆肃芅虿羈袆芁蚈蚈膁膇芅螀羄肃芄袂腿莂芃薂羂芈节蚄膈膄莁螆羁肀莀衿螃莈莀蚈罿莄荿螁袂芀莈袃肇膆莇薃袀肂莆蚅肅莁莅螇袈芇蒄袀肄膃蒄蕿袇聿蒃螂肂肅蒂袄羅莃蒁薄膀艿蒀蚆羃膅葿螈腿肁蒈袀羁莀薈薀螄芆薇蚂羀膂薆袅螂膈薅薄肈肄薄蚇袁莃薃蝿肆艿薂袁衿膅蚂薁肅肁蚁蚃袇荿蚀螆肃芅虿羈袆芁蚈蚈膁膇芅螀羄肃芄袂腿莂芃薂羂芈节蚄膈膄莁螆羁肀莀衿螃莈莀蚈罿莄荿螁袂芀莈袃肇膆莇薃袀肂莆蚅肅莁莅螇袈芇蒄袀肄膃蒄蕿袇聿蒃螂肂肅蒂袄羅莃蒁薄膀艿蒀蚆羃膅葿螈腿肁蒈袀羁莀薈薀螄芆薇蚂羀膂薆袅螂膈薅薄肈肄薄蚇袁莃薃蝿肆艿薂袁衿膅蚂薁肅肁蚁蚃袇荿蚀螆肃芅虿羈袆芁蚈蚈膁膇芅螀羄肃芄袂腿莂芃薂羂芈节蚄膈膄莁螆羁肀莀衿螃莈莀蚈罿莄荿螁袂芀莈袃肇膆莇薃袀肂莆蚅肅莁莅螇袈芇蒄袀肄膃蒄蕿袇聿蒃螂肂肅蒂袄羅莃蒁薄膀艿蒀蚆羃膅葿螈腿肁蒈袀羁莀薈薀螄芆薇蚂羀膂薆袅螂膈薅薄肈肄薄蚇袁莃薃蝿肆艿薂袁衿膅蚂薁肅肁蚁蚃袇荿蚀螆肃芅虿羈袆芁蚈蚈膁膇芅螀羄肃芄袂腿莂芃薂羂芈节蚄膈膄莁螆羁肀莀衿螃莈莀蚈罿莄荿螁袂芀莈袃肇膆莇薃袀肂莆蚅肅莁莅螇袈芇蒄袀肄膃蒄蕿袇聿蒃螂肂肅蒂袄羅莃蒁薄膀艿蒀蚆羃膅葿螈腿肁蒈袀羁莀薈薀螄芆薇蚂羀膂薆袅螂膈薅薄肈肄薄蚇袁莃薃蝿肆艿薂袁衿膅蚂薁肅肁蚁蚃袇荿蚀螆肃芅虿羈袆芁蚈蚈膁膇芅螀羄肃芄袂腿莂芃薂羂芈节蚄膈膄莁螆羁肀莀衿螃莈莀蚈罿莄荿螁袂芀莈袃肇膆莇薃袀肂莆蚅肅莁莅螇袈芇蒄袀肄膃蒄蕿袇聿蒃螂肂肅蒂袄羅莃蒁薄膀艿蒀蚆羃膅葿螈腿肁蒈袀羁莀薈薀螄芆薇蚂羀膂薆袅螂膈薅薄肈肄薄蚇袁莃薃蝿肆艿薂袁衿膅蚂薁肅肁蚁蚃袇荿蚀螆肃芅虿羈袆芁蚈蚈膁膇芅螀羄肃芄袂腿莂芃薂羂芈节蚄膈膄莁螆羁肀莀衿螃莈莀蚈罿莄荿螁袂芀莈袃肇膆莇薃袀肂莆蚅肅莁莅螇袈芇蒄袀肄膃蒄蕿袇聿蒃螂肂肅蒂袄羅莃蒁薄膀艿蒀蚆羃膅葿螈腿肁蒈袀羁莀薈薀螄芆薇蚂羀膂薆袅螂膈薅薄肈肄薄蚇袁莃薃蝿肆艿薂袁衿膅蚂薁肅肁蚁蚃袇荿蚀螆肃芅虿羈袆芁蚈蚈膁膇芅螀羄肃芄袂腿莂芃薂羂芈节蚄膈膄莁螆羁肀莀衿螃莈莀蚈罿莄荿螁袂芀莈袃肇膆莇薃袀肂莆蚅肅莁莅螇袈芇蒄袀肄膃蒄蕿袇聿蒃螂肂肅蒂袄羅莃蒁薄膀艿蒀蚆羃膅葿螈腿肁蒈袀羁莀薈薀螄芆薇蚂羀膂薆袅螂膈薅薄肈肄薄蚇袁莃薃蝿肆艿薂袁衿膅蚂薁肅肁蚁蚃袇荿蚀螆肃芅虿羈袆芁蚈蚈膁膇芅螀羄肃芄袂腿莂芃薂羂芈节蚄膈膄莁螆羁肀莀衿螃莈莀蚈罿莄荿螁袂芀莈袃肇膆莇薃袀肂莆蚅肅莁莅螇袈芇蒄袀肄膃蒄蕿袇聿蒃螂肂肅蒂袄羅莃蒁薄膀艿蒀蚆羃膅葿螈腿肁蒈袀羁莀薈薀螄芆薇蚂羀膂薆袅螂膈薅薄肈肄薄蚇袁莃薃蝿肆艿薂袁衿膅蚂薁肅肁蚁蚃袇荿蚀螆肃芅虿羈袆芁蚈蚈膁膇芅螀羄肃芄袂腿莂芃薂羂芈节蚄膈膄莁螆羁肀莀衿螃莈莀蚈罿莄荿螁袂芀莈袃肇膆莇薃袀肂莆蚅肅莁莅螇袈芇蒄袀肄膃蒄蕿袇聿蒃螂肂肅蒂袄羅莃蒁薄膀艿蒀蚆羃膅葿螈腿肁蒈袀羁莀薈薀螄芆薇蚂羀膂薆袅螂膈薅薄肈肄薄蚇袁莃薃蝿肆艿薂袁衿膅蚂薁肅肁蚁蚃袇荿蚀螆肃芅虿羈袆芁蚈蚈膁膇芅螀羄肃芄袂腿莂芃薂羂芈节蚄膈膄莁螆羁肀莀衿螃莈莀蚈罿莄荿螁袂芀莈袃肇膆莇薃袀肂莆蚅肅莁莅螇袈芇蒄袀肄膃蒄蕿袇聿蒃螂肂肅蒂袄羅莃蒁薄膀艿蒀蚆羃膅葿螈腿肁蒈袀羁莀薈薀螄芆薇蚂羀膂薆袅螂膈薅薄肈肄薄蚇袁莃薃蝿肆艿薂袁衿膅蚂薁肅肁蚁蚃袇荿蚀螆肃芅虿羈袆芁蚈蚈膁膇芅螀羄肃芄袂腿莂芃薂羂芈节蚄膈膄莁螆羁肀莀衿螃莈莀蚈罿莄荿螁袂芀莈袃肇膆莇薃袀肂莆蚅肅莁莅螇袈芇蒄袀肄膃蒄蕿袇聿蒃螂肂肅蒂袄羅莃蒁薄膀艿蒀蚆羃膅葿螈腿肁蒈袀羁莀薈薀螄芆薇蚂羀膂薆袅螂膈薅薄肈肄薄蚇袁莃薃蝿肆艿薂袁衿膅蚂薁肅肁蚁蚃袇荿蚀螆肃芅虿羈袆芁蚈蚈膁膇芅螀羄肃芄袂腿莂芃薂羂芈节蚄膈膄莁螆羁肀莀衿螃莈莀蚈罿莄荿螁袂芀莈袃肇膆莇薃袀肂莆蚅肅莁莅螇袈芇蒄袀肄膃蒄蕿袇聿蒃螂肂肅蒂袄羅莃蒁薄膀艿蒀蚆羃膅葿螈腿肁蒈袀羁莀薈薀螄芆薇蚂羀膂薆袅螂膈薅薄肈肄薄蚇袁莃薃蝿肆艿薂袁衿膅蚂薁肅肁蚁蚃袇荿蚀螆肃芅虿羈袆芁蚈蚈膁膇芅螀羄肃芄袂腿莂芃薂羂芈节蚄膈膄莁螆羁肀莀衿螃莈莀蚈罿莄荿螁袂芀莈袃肇膆莇薃袀肂莆蚅肅莁莅螇袈芇蒄袀肄膃蒄蕿袇聿蒃螂肂肅蒂袄羅莃蒁薄膀艿蒀蚆羃膅葿螈腿肁蒈袀羁莀薈薀螄芆薇蚂羀膂薆袅螂膈薅薄肈肄薄蚇袁莃薃蝿肆艿薂袁衿膅蚂薁肅肁蚁蚃袇荿蚀螆肃芅虿羈袆芁蚈蚈膁膇芅螀羄肃芄袂腿莂芃薂羂芈节蚄膈膄莁螆羁肀莀衿螃莈莀蚈罿莄荿螁袂芀莈袃肇膆莇薃袀肂莆蚅肅莁莅螇袈芇蒄袀肄膃蒄蕿袇聿蒃螂肂肅蒂袄羅莃蒁薄膀艿蒀蚆羃膅葿螈腿肁蒈袀羁莀薈薀螄芆薇蚂羀膂薆袅螂膈薅薄肈肄薄蚇袁莃薃蝿肆艿薂袁衿膅蚂薁肅肁蚁蚃袇荿蚀螆肃芅虿羈袆芁蚈蚈膁膇芅螀羄肃芄袂腿莂芃薂羂芈节蚄膈膄莁螆羁肀莀衿螃莈莀蚈罿莄荿螁袂芀莈袃肇膆莇薃袀肂莆蚅肅莁莅螇袈芇蒄袀肄膃蒄蕿袇聿蒃螂肂肅蒂袄羅莃蒁薄膀艿蒀蚆羃膅葿螈腿肁蒈袀羁莀薈薀螄芆薇蚂羀膂薆袅螂膈薅薄肈肄薄蚇袁莃薃蝿肆艿薂袁衿膅蚂薁肅肁蚁蚃袇荿蚀螆肃芅虿羈袆芁蚈蚈膁膇芅螀羄肃芄袂腿莂芃薂羂芈节蚄膈膄莁螆羁肀莀衿螃莈莀蚈罿莄荿螁袂芀莈袃肇膆莇薃袀肂莆蚅肅莁莅螇袈芇蒄袀肄膃蒄蕿袇聿蒃螂肂肅蒂袄羅莃蒁薄膀艿蒀蚆羃膅葿螈腿肁蒈袀羁莀薈薀螄芆薇蚂羀膂薆袅螂膈薅薄肈肄薄蚇袁莃薃蝿肆艿薂袁衿膅蚂薁肅肁蚁蚃袇荿蚀螆肃芅虿羈袆芁蚈蚈膁膇芅螀羄肃芄袂腿莂芃薂羂芈节蚄膈膄莁螆羁肀莀衿螃莈莀蚈罿莄荿螁袂芀莈袃肇膆莇薃袀肂莆蚅肅莁莅螇袈芇蒄袀肄膃蒄蕿袇聿蒃螂肂肅蒂袄羅莃蒁薄膀艿蒀蚆羃膅葿螈腿肁蒈袀羁莀薈薀螄芆薇蚂羀膂薆袅螂膈薅薄肈肄薄蚇袁莃薃蝿肆艿薂袁衿膅蚂薁肅肁蚁蚃袇荿蚀螆肃芅虿羈袆芁蚈蚈膁膇芅螀羄肃芄袂腿莂芃薂羂芈节蚄膈膄莁螆羁肀莀衿螃莈莀蚈罿莄荿螁袂芀莈袃肇膆莇薃袀肂莆蚅肅莁莅螇袈芇蒄袀肄膃蒄蕿袇聿蒃螂肂肅蒂袄羅莃蒁薄膀艿蒀蚆羃膅葿螈腿肁蒈袀羁莀薈薀螄芆薇蚂羀膂薆袅螂膈薅薄肈肄薄蚇袁莃薃蝿肆艿薂袁衿膅蚂薁肅肁蚁蚃袇荿蚀螆肃芅虿羈袆芁蚈蚈膁膇芅螀羄肃芄袂腿莂芃薂羂芈节蚄膈膄莁螆羁肀莀衿螃莈莀蚈罿莄荿螁袂芀莈袃肇膆莇薃袀肂莆蚅肅莁莅螇袈芇蒄袀肄膃蒄蕿袇聿蒃螂肂肅蒂袄羅莃蒁薄膀艿蒀蚆羃膅葿螈腿肁蒈袀羁莀薈薀螄芆薇蚂羀膂薆袅螂膈薅薄

Preface

Dear Trainer,

I appreciate that you are willing to put effort in training a new co-worker! Thank you!

You will train the trainee the coming 2 weeks/ 4 weeks. The trainee has to be able to work alone after the training. We start with the basic procedures and basic information. You will have to provide the trainee with a lot of information and you have to show him/ her a lot of procedures.

The trainee will be very busy during the training and will get a lot of information. It can be hard for the trainee to cope with all the information. Please be patient and try to remember how your first weeks were. At the end it will all work out.

The training manual will be a guide line for the trainee to learn the procedures and standards. Your manual has the answers to the questions. You must know the answers already, but there is information in the manual that you need to explain to the trainee, and the answers are a guideline. So do not forget to use it. The answers are thorough and that is what you need your trainee to know.

If you have any remarks or other feedback about the manual, please let us know. This is the first draft, so there may be errors in it or not that handy to work with. All feedback is welcome!

With you were are going to make sure that all the co-workers at the Front Office Department know all the standards and all procedures. This way we can provide a 5 star service to the guest, which we can all benefit from!

Good luck and thank you!

Greetings,

Derek van der Poll
Director of Rooms

Day 1

09.00 – 17.30 Introduction Day
Today you will meet your trainee. General questions are going to be answered and the trainee is going to look in the hotel rooms (which have to be prepared when the trainee asks for this). The trainee is going to look at the 5th floor and at the 4th floor as well and has to answer the following questions regarding the rooms and other departments.
今天您将见到您的学员。 他们在参观4楼和5楼时，将被问到以下问题：

What is our hotel address, phone number, email address and fax number?
Sheraton Dongguan Hotel, S256 Provincial Highway, Houjie Town, Dongguan City, Guangdong Province, P.R. China 523962, Tel: [phone], Fax: [phone]
E-Mail: dongguan.sheraton@
我们酒店的地址，电话、传真和邮箱地址是什么？
中国广东省东莞市厚街镇S256省道莞太路段 邮编：523962
电话： 传真：
邮箱：

How many hotel rooms does the hotel have?
About 500 hotel rooms.
酒店共有多少间客房？
大约500间。

Which floors are smoking and non-smoking?
Smoking: 8,9,10,13, 15, 16, 18, 19, 20, 21, 26, 27, 28.
Non Smoking: 11,12, 17, 22, 23, 25, 29, 30.
哪些吸烟楼层？ 哪些是非吸烟楼层？
吸烟：8, 9, 10, 13, 15, 16, 18, 19, 20, 21, 26, 27, 28
非吸烟：11，12, 17, 22, 23, 25, 29, 30

Which floors are SPG?
The SPG floors are 23, 25 and 26.
哪些楼层是SPG会员楼层？
SPG会员楼层是：23，25，26。

What is special about the SPG rooms?
The SPG rooms are on a higher floor than the superior rooms.
SPG会员楼层有什么特色？
SPG会员楼层比高级客房楼层高。

Which kind of rooms do we offer?
Superior room: King and Twin, smoking and non-smoking: SK, SKN, ST, STN.
Deluxe room: King and Twin, smoking and non-smoking: DK, DKN, DT, DTN.
Grand view room: smoking or non-smoking, depends on the floor where they are located. We have 2 twin available: GVK, GVT.
All above stated rooms are 42 m2.
Deluxe suite: smoking and non-smoking: DS, DSN (90 m2).
Executive room: smoking and non-smoking, king and twin: EK, EKN, ET, ETN.
Executive suite: smoking and non-smoking: ES, ESN (130 m2).
Presidential suite, smoking, PS, 3018.
我们提供哪些房型？
高级客房：单人房和双人间，吸烟和非吸烟。
豪华客房：单人房和双人间，吸烟和非吸烟。
豪华圆景房：吸烟和非吸烟依据楼层而定，有两间圆景双人房。
豪华套房：吸烟和非吸烟。
行政商务房：吸烟和非吸烟，单人间和双人间。
行政商务套房：吸烟和非吸烟。
总统套房：吸烟，3018房。

Which floors are the executive floors?
The 27th, 28th, 29th, and 30th floor are the executive floors.
行政楼层房间是在哪几层？
行政楼层房间在27，28，29，30层。

What is the difference between the regular floors/ SPG floors and the Executive floors?
The floors are located higher, so in the end there will be a better view and less traffic noises.
普通房、SPG会员楼层、行政商务房之间有什么区别？
楼层更高，景色更好，噪音更小。

哪些房间是残疾人专用房？
我们没有残疾人专用房但厕所设有方便残疾人使用的蹲式马桶。

Which rooms have a balcony?
There are some rooms with a balcony. Hotel policy states that we are not allowed to open the window for guests, for safety reasons.
哪些房间有阳台？
我们有一些房间有阳台。 但酒店政策规定为了客人安全起见不允许为客人打开窗户。

Which are special suites? And why?
2928, 2929 and 2930 are special suites because they have there own sauna in the room. 2928 and 2929 also have a TV in the bathroom. 2718 has its own special feature of having a huge bathroom.
Which rooms are not the best in their category?
The rooms located on lower floors can be bothered by the traffic passing by, especially the ones with front side view.
哪些房间相对比较差？
低楼层的房间比较吵闹。

On which floor is the Presidential Suite?
On the 30th floor, the room number is 3018.
总统套在哪一层？
在第30层，房号为3018。

Which newspapers are brought in the morning and to whom?
The China Daily and Dongguan City are brought to the rooms in the morning. VIP’s will receive 1 of these 2 newspapers, as well guests who requested a newspaper. The Financial Times and the South China Post can be bought as well.
我们在早晨会递送哪些报纸，递给谁？
中国日报和东莞日报会在每天早晨递送。 会递送给VIP贵宾其中的一份，如果有特别要求需递送报纸的客人也将递送。财务时报和南华早报可以在礼宾部可以买到。

Do we accept pets in our hotel?
No pets are allowed in the hotel.
我们酒店允许客人带宠物吗？
酒店不允许饲养宠物。

Where are the toilets nearest to the Front Desk?
The toilets behind the Front Desk.
哪些厕所离前台最近？
前台后面就是客用厕所。

What are the opening hours of the staff canteen?
Breakfast: 06.00 – 08.45
Lunch: 10.30 – 13.30
Dinner: 16.30 – 19.30
Midnight snack: 22.30 – 00.30
员工餐厅营业时间？
早餐：06：00－08: 45
中餐：10：30－13：30
晚餐：16：30－19：30
夜宵: 22: 30 -- 00: 30

Can I carry my mobile phone when I am working?
No, you are not allowed to bring your mobile phone to your work place!! You have to keep it in your locker and on your break you can use it again.
工作时能否带手机？
工作时不允许带手机！您可以把手机锁起来，休息时再用。

Can I wear my uniform when I am going home?
No, the uniform and other related items are property of the hotel. Nothing of the hotel can be taken outside the hotel, including your uniform.
下班后还可以穿工作服吗？
不能，制服和其他的相关物品都是酒店的财产。酒店的任何东西都不能带出酒店包括制服。

What can you see on TV and when does it turn on?
SPG TV pops on if the guest activates the electricity.
SPG TV
客人进门时播放的是哪个频道？
SPG 频道。

What is in the minibar?
Cognac, Whiskey, Gin, Rum, Vodka, White Wine, Red Wine, Local Beer, Imported Beer, Coca Cola, Diet Coke, Sprite, Tonic, Soda, Evian 330 ml, Evian 1000 ml, Perrier, Orange Juice, Apple Juice, Potato Chips, Mixed Nuts, Ginsen Tea, Oreo Biscuit, Planters Cashews, Planters Peanuts, Cadbury Chocolate, Dove Chocolate Bar, Snickers Bar.
迷你吧里面有什么？
有干邑白兰地，威士忌，金酒，朗母，伏特加，白葡萄酒，红葡萄酒，本地啤酒，进口啤酒，可乐，健怡可乐，雪碧，汤力水，苏打水，依云矿泉水，巴黎水，橙汁，苹果汁，土豆片，薯片，果仁，人参茶，巧克力饼干，腰果，花生，吉百利巧克力，德芙巧克力，士力架。

Hoe does the minibar work, concerning the billing of the minibar?
The guest can fill in the valet or housekeeping will check the usage and then it will be put on the bill. When the guest checks out, we always ask the guest if he or she used the minibar and call housekeeping to check.
迷你吧怎么管理，迷你吧帐单呢？
客人将填写迷你吧消费，客房服务员将核对。