文档介绍：宾工作手册目录住居部概述以及组织架构······························4礼宾的岗位职责······································4礼宾部工作解析·····································5门厅迎送宾客服务···································6左右客各部门电话····································7左右客会员卡条例····································7房间以及房型的介绍··································7房间内艺术品的介绍··································8礼宾的交接本·······································8标准服务用语·······································9礼宾常用接待英语···································10电话接听礼仪·······································13房间的价格以及各种折扣····························14特殊房费的收取细则································14驻机场代表服务程序和标准······················································16行李服务··········································19大堂音乐背景播放的时间以及标准····················20如何帮助客人叫出租车以及收费标准··················20一次性消耗品的推销以及标准························21客人看房以及销售技巧····························22对讲机的管理和使用制度··························22行李寄存和提取服务··························21员工入职培训计划····························21礼宾部考核标准······························22一、住居部概述和组织结构概述住居部是左右客酒店为宾客提供服务的中心环节,是左右客各种业务活动的神经中枢,主要负责为宾客办理入住登记手续、问讯服务、客房打扫服务、商务服务及电话接转服务等。其大堂要为客人提供“个性化”服务,以满足客人的一切合理需求,充分体现左右客的管理特色。住居部的管理水平与服务质量直接影响宾客的满意程度,决定客人对酒店留下的第一印象和最后印象。因此,住居部的员工必须具有很高的素质:性格外向,五官端正,身材匀称,气质高雅,机智灵活,有良好的中外文表达能力。组织结构礼宾:早班:08:00-17:00中班:14:00-22:00二、礼宾的岗位职责礼宾部领班直接上层:住居主管【岗位职责】向住居主管负责,以身作则,保证礼宾部全体员工能认真执行酒店各项规章制度。负责大堂服务台和礼宾部一切对客服务活动,最大限度得为客人提供满意的服务,确保大堂服务工作的正常运转。积极引导员工发扬团队精神,为达到酒店营业目标而努力。调查并处理涉及礼宾部的投诉。与出租车队保持密切联系,确保优质服务。督导礼宾员仪容仪表、行为举止、服务用语等方面符合酒店要求。按计划对礼宾部员工做好业务技能及英语的培训。确保客人的邮件、报刊传递准确及时。合理安排员工班次及调休、加班。定期检修礼宾部设施设备,保持完好工作状态。主持、召开分部门会议。加强与其它分部的沟通,确保礼宾部在完成进出酒店客人行李运输服务的同时,配合有关分部工作。定期整理行李房寄存行李和转交物品。及时搜集全市餐饮、购物、娱乐的最新信息。完成部门经理交办的其它任务。【工作内容】提前10分钟到岗,签到并了解酒店客情,会议情况。根据当日客情合理安排人手,并安排好员工的用餐时间。在客人进出酒店和VIP抵离期间现场督导检查工作,确保质量,发祥地问题及时处理。制定新员工培训计划,并跟踪落实。如有岗位缺员时及时顶岗,保证岗位人员充足。雨天时及时放置雨伞架并填补雨伞套。参加部门经理召开的会议,并及时传达会议精神。检查员工出勤、签到、仪容仪表、礼貌服务等情况,发现问题及时纠正。检查交接班跟进事项的落实情况。主管不在时负责主管工作检查各班次工作纪录和卫生情况。检查当日VIP客人及大型接待有关礼宾部的工作、人员安排、落实情况。检查行