前台服务规制度.doc

简介 在游船上前台是最重要的部门。要求员工热情服务，勇于贡献和掌握熟练的处理事情的技巧。并且对前台的礼节和规则熟练掌握。每一位合格的前台员工都要维多利亚的审合和考验。前台员工的第一印象是非常重要的。将直接影响到客人对整体游船的经验和评价。每一位前台的工作人员都需要知道的代表性规则。 基本政策方针 BRIEF Front desk is a vital department of the cruise, requiring passion, ‘Initiative’, dedication and desire to serve, the skill and etiquette. Each personnel that have been chosen to work at front desk are considered by the company as the REPRESENTATIVE OF VICTORIA CRUISES COMPANY and also THE REPRESENTATIVE OF THE SHIP. It is important to give a good first impression to passengers. This impression will influence the passengers following experience and evaluation of the cruise and Victoria Company. Each personnel worked at the front desk has to realize and accomplish the state of representative. Besides working as the representative of Victoria Company and the cruises, the FD personnel has to work as information deliverer; delivering information and getting feedback not only between the pax and the cruise but also within each different department. The above two points are the initial for the FD personnel. The following chapters will give the details of working procedure. THIS MANUAL IS ONLY A BASIC GUIDE. THE LONGER YOU STAY ONBOARD, THE MORE YOU WILL FIND TO LEARN. 前台员工的政策规则 熟练的英语是必要条件之一。 必须礼貌待客和礼貌对待同事。 须在客区穿工作服和佩带名牌，不准穿私人衣服进入客区。 保持个人良好的外观状态和工作态度，并且注重细节。 在上班的时候不准做私人的事情。 假如有事离岗时请通知同事并告之你的目的和回来的时间。 当班时请做详细记录（有关客人的有关要求和意见和船上硬件维修）。 请保持工作区域的清洁卫生。 当遇到你能力之外的问题时时通知领班，客运经理或驻船代表。 前台工作人员要团结友爱。 了解每个部门的工作规章和工作安排。 当遇到问题又不能联系到重庆公司时，请立即船代表，并醒驻船代表及时报回公司。 边学边做最好。 遵守前台各项政策方针。 客人名单，房间安排表只限前台员工使用。 BASIC POLICY As front desk personnel, the following policy must be observed: English speaking is A must. Be polite to the pax and your colleague. Always wear your uniform with your name tag whenever you are in the service area. Never wear your personnel clothing in the service area. Keep a nice personal appearance and attitude. Obey the detailed requirement. No personal affair is allowed when you are on duty or A fine