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1、星级评定标准员工须知部门：前厅部岗位：总台otherstaffoftheCentre.Duringthewar,ZhuwastransferredbacktoJiangxi,andDirectorofthenewOfficeinJingdezhen,JiangxiCommitteeSecretary.Startingin1939servedasrecorderoftheWestNorthOrganization,SecretaryoftheSpecialCommitteeAfterthevictoryofthelongMarch,hehasbeentheNorthwestOfficeofthe
2、FederationofStateenterprisesMinister,ShenmufuguSARmissions,DirectorofNingxiaCountypartyCommitteeSecretaryandrecorderoftheCountypartyCommitteeSecretary,Ministersand15目录1星评服务质量要求、服务基本要求、酒店运营质量………32前厅星评服务质量评价表………………………………43前厅部员工工作标准……………………………………54总台员工工作操作规程……………………………………7otherstaffoftheCentre.Duringth
3、ewar,ZhuwastransferredbacktoJiangxi,andDirectorofthenewOfficeinJingdezhen,JiangxiCommitteeSecretary.Startingin1939servedasrecorderoftheWestNorthOrganization,SecretaryoftheSpecialCommitteeAfterthevictoryofthelongMarch,hehasbeentheNorthwestOfficeoftheFederationofStateenterprisesMinister,ShenmufuguSARm
4、issions,DirectorofNingxiaCountypartyCommitteeSecretaryandrecorderoftheCountypartyCommitteeSecretary,Ministersand15一、星评对服务质量要求（1）服务原则：对宾客礼貌、热情、亲切、友好，一视同仁；（2）满足宾客的需求，高效率完成对客服务；（3）保护宾客在店的合法权益；（4）尊重宾客的信仰与风俗习惯。二、星评对服务基本要求（1）员工仪容仪表应达到：着装统一整洁、熨烫平整，鞋袜整洁一致；佩工牌上岗；（2）员工言行举止应达到：a）语言文明、简洁、清晰，符合礼仪规范；b）站、坐、行姿符合岗位规
5、范与要求；c）对宾客提出的问题应予耐心解释，不推诿和应付。（3）服务过程中应微笑服务，表情要自然、亲切、热情；业务熟练，应变能力强。三、星评对酒店运营质量的评价（1）酒店运营质量总分值600分。（2）酒店运营质量的评分是按“优”、“良”、“中”、“差”打分计算得分率。公式为：得分率＝该项实际得分/该项标准总分×100％。（3）四星级酒店规定最低得分率：80％。otherstaffoftheCentre.Duringthewar,ZhuwastransferredbacktoJiangxi,andDirectorofthenewOfficeinJingdezhen,JiangxiCommitte
6、eSecretary.Startingin1939servedasrecorderoftheWestNorthOrganization,SecretaryoftheSpecialCommitteeAfterthevictoryofthelongMarch,hehasbeentheNorthwestOfficeoftheFederationofStateenterprisesMinister,ShenmufuguSARmissions,DirectorofNingxiaCountypartyCommitteeSecretaryandrecorderoftheCountypartyCommitte
7、eSecretary,Ministersand15四、前厅星评服务质量评价表接听电话优良中差1-1在正常情况下，电话铃响10s内应答32101-2接电话时正确问候宾客，同时报出部门名称，语音清晰，态度亲切32101-3转接电话准确、及时、无差错32101-4熟练掌握岗位英语或岗位专业用语3210预订优良中差1-1及时接听电话，确认宾客抵离时间，语音清晰，态度亲切，32101-2熟悉酒店客房产品，正
