员工管理_无锡某酒店前台员工培训资料39

前台 FRONT DESK部门/区域：DEPARTMENT/ AREA: FD 接待处FD RECEPTION 服务内容/工作职责：SERVICE/ TASK:FD-SOP-005 交班会FD-SOP-005 CONDUCTING BRIEFINGS标准：STANDARD: 确保部门内信息的充分沟通To ensure good communication of information in the department.宾客期望Guest expectation工作职责What to do?工作标准Standard of Performance员工经过良好培训而知识丰富Staff are well trained and knowledgeable会议准备Prepare for the briefing简明清晰的沟通Communication clear and concise 对必须被传达的信息作笔记以作好交班会的准备Prepare for the briefing by making notes on what has to be communicated. 阅读夜班日志记录，以更新信息Read the night log book to update your information 更新每日出勤员工Update staff on daily occurrences 对所有特殊事件、重要信息作笔记和备忘录；Make a note of any special, important information or memorandums;- VIP宾客抵店情况 VIP guest arrivals- 特殊需求/偏好 Special requests / preferences- 房间锁定 Room blockings 给当班所有员工开会Brief the staff on the above. 确保员工清楚每日重要事件Ensure the staff are truly aware of important issues, matters related to daily operations. 借此机会提醒员工酒店各类标准，比如标准欢迎用语Use the opportunity of the briefing to remind staff of company standards eg any of the welcome character standards 允许员工提出自己的想法并简单沟通Allow staff to express themselves and communicate briefly 控制会议时间（不多于20分钟）Keep the briefing short (not more than 20 minutes) 建议全部站列会议Recommend that all are standing during the briefing努力了