酒店房务部培训手册

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1、酒店房务部培训手册酒店房务部培训教材目录第一章 酒店员工任职一般要求                                         第一节 员工基本素质培训                                             一、员工服务知识                                                     二、员工从业能力                                                     三、员工从业观念                             

2、                        四、员工从业心理                                                     第二节 员工优质服务意识培训                                         一、优质服务的含义                                                   二、优质服务对酒店的要求                                             三、优质服务的构成                         

3、                          四、客人至上的理念                                                   附：酒店员工手册                                                     一、员工入职培训基本要求                                             二、员工奖惩制度                                                     三、员工的基本福利                 

4、                                  第二章 酒店基本礼仪礼节培训                                         第一节 迎送服务礼仪培训                                             一、接待礼仪                                                         二、送客礼仪                                                         三、迎送工作中的具体事务       

5、                                      第二节 门卫服务礼仪培训                                             一、在岗时                                                           二、车辆到店时                                                       三、客人进店时                                                       四、客人离店时 

6、                                                      第三节 总台服务礼仪培训                                             一、总服务台工作礼仪                                                 二、总服务台问询服务礼仪                                             三、总服务台推销礼仪                                                 第四节 电

7、话总机服务礼仪培训                                         一、基本要求                                                         43二、接听电话的礼仪                                                   43三、打电话的礼仪                                                     44四、声音要求