员工管理_无锡某酒店前台员工培训资料23前台FRONTDESK部门/区域:DEPARTMENT/AREA:FD接待处FDRECEPTION服务内容/工作职责:SERVICE/TASK:FD-SOP-003社交技巧SOCIALSKILLS标准:STANDARD:以友好的态度、?工作标准StandardofPerformance员工亲切而乐于助人Thatstaffarepleasantandhelpful积极的肢体语言Havepositivebodylanguage以微笑迎接宾客和同事,,或交叉,应自然下垂Handsfree,notinthepocketsorfolded双脚平站,不能歪斜Bothfeetflatontheground,’snameatleasttwiceduringconversation以开放式问题提问以确认其需求Askopen-。Bespecificinyourexplanations有任何疑问向同事咨询Consultyourcolleaguesifanydoubtarises宾客期望Guestexpectation工作职责Whattodo?工作标准StandardofPerformance被认出Toberecognized亲切而友好的接待Tobetreatedinfriendlyandcourteousmanner被倾听Tobelistenedto目光交流,致以问候Makeeyecontactandgreet与宾客交谈时注意目光交流Makeeyecontactwhilespeakingtoguest向宾客致以热烈而友好的欢迎“XX先生,早上好,可以为您做些什么吗?”e,“goodmorning,,howmayIhelpyou”fortableandsafe一旦知道,’sneedsbyaskingopenquestions谨慎行事Bediscreet对宾客所说表现出真正的兴趣Displaygenuineinterestin
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