服务中心新员工培训表NEW STAFF TRAINING LIST
NAME姓名 ID NO工号 DEPT/SECTION部别 COMMENCING DATE入店日期 POSITION职位
The respective division head/department head or the immediate supervisor has covered the following subjects with the above employee 相关的部门总监/部门经理或上述员工的直接上司已经向该员工讲解了下列内容: 1 Job Description/Responsibilities 12 Leave with key and goods 服务中心岗位职责 钥匙及其他物品的寄存 2 The service consciousness 13 Duties for each shift 服务意识培训 各班次工作内容 3 Personal Cleanliness 14 Credit card knowledge 仪容仪表培训 信用卡相关知识 4 courtesy 15 Major words and apply of POS 礼节礼貌培训 POS机的专业名词及操作使用 5 Hotel knowledge 16 How to fill in the receipt 酒店产品知识 如何填写发票 6 Telephone manner 17 Prepare work before guest come 接电话标准及礼仪 散客到店前的准备工作 7 Know hotel’s number in common use 18 Prepare work before group come 常用分机号码 团队到店前的准备工作 8 Others dept. introduce 19 C\\I for walking guest reservation 其它部门介绍(职责 地点 营业时间等) 有预订散客的C/I 9 Duties for each shift 20 C\\I for walking guest no reservation 每班次工作内容 无预定散客的C/I 10 How to handle telephone busy and keep 21 C\\I for walking guest of travel 如何处理占线电话和如何保持电话 旅行社散客的C/I 11 Handle message 22 VIP C/I program VIP C/I程序 留言服务的处理 How to delay check out Hotel useful English 如何做延迟退房 酒店常用英文 How to extend live and remark Basic information 如何做续住及注意事项 相关基本问询 Change room program and remark Hotel terminology 换房处理程序及注意事项 酒店术语 House use\\free house operate and remark F\\O words abbreviation 自用房/免费房/升级的操作及注意事项 前台用语缩写 Room price\\shape’ name\\ abbreviation 房价及各种房型的中英文名称/缩写 All kinds of room state and abbreviation 各种房态及缩写 Know the Room price\\market price 房价码/客源码及市场码的熟记 Know the hotkey and apply 快捷键的熟记和使用 Room Distribution of floor 楼层房间分布 Know door lock system\\to do\\sign card 熟知门锁系统，制作钥匙及填写房卡 Input group file 输入团队宾客档案 How the room allocation and skill 如何分房及技巧 Information input and importance 备注信息的输入及重要性 Hoe to do allow sign bill and remark 如何做允许签单及注意事项 How to Define account 如何做定义帐户 Operating for bill cancel and remark 取消结账及更改付款方式的操作及注意事项 How to settle bill and remark 如何做挂账及注意事项 How to cancel bill and remark 如何做撤销结账及注意事项 Room shape \\room change 房型/房间的更改 Check the room state 查看实时房态表 Check room statistical indicator 查看客房实时统计指标 Check room use\\not use 查看客房可用与占用 How to check in and make new book 如何在前台接受预订并在华仪系统中做新预订 Input walking guest file 输入散客档案 Handle unite room and remark 联房处理及注意事项 Cohabit handle and remark 同住处理及注意事项 How to transfer bill and remark 如何传帐及注意事项 Write-off\\cancel conception and remark 冲销和注销的概念及注意事项 Separate\\total\\bad bill handle and remark 挑帐结/合帐/劈帐的处理及注意事项 want check out but no ,check and handle 预退未退房的检查及处理 How to check out but not pay and remark 如何做退房不结账及注意事项
JOB ORIENTATION 工作描述
Tour of department and introduction to supervisors and colleagues
参观部门并介绍认识同事
Explanation of job – its relation to overall operation, stress courtesy and politeness
解释如何进行工作, 包括完整的操作程序并强调礼貌在此过程中的重要性
Explanation and demonstration of each step – letting employee try
演示工作步骤后, 让员工自己尝试 Check performance 检查工作表现 Safety rules 工作的安全规定
Comment评语:
_________________________________________________________________________________________ Acknowledgement : I fully understand the above mentioned topics that have been conducted for me. 认可承认 我接受过上述培训, 并已经完全掌握以上内容.
_______________ _____________________
Staff Sign Off员工 Immediate Superior直接上司
Div/Dept Head部门总监/经理 Training Manager培训经理
前台新员工培训表(中英文)
