亚泰温泉酒店客房部管理与服务技能培训.doc

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1、亚泰温泉酒店客房部管理与服务技能培训                                     第一节 客房部岗位职责认知                                           一、客房部各部门工作内容                                             二、客房部主要岗位职责                                               第二节 客房服务质量提升培训                              

2、           一、客房服务内容及操作要求                                           二、提升客房服务质量的途径                                           第三节 客房卫生知识培训                                             一、客房清洁整理的重要性                                             二、客房整理的流程及要求                     

3、                        三、客房检查的流程及要求                                             四、客房清洁保养制度制定                                             五、地面清洁保养                                                     六、墙面、窗户清洁保养                                               附：客房的整理工作    

4、                                               第四节 客房洗涤技能培训                                             一、洗衣房各岗位职责                                                 二、洗衣房工作规范                                                   三、洗衣房洗衣工作流程                                    

5、           四、客衣收发控制及账目处理流程                                       五、客衣破损及寄存工作流程                                           第五节 客房设备管理技能培训                                         一、设备的选择                                                       二、设备档案的建立                       

6、                            三、设备的保养及更新                                                 第六节 客房安全管理技能培训                                         一、客房钥匙的控制                                                   二、客房走道安全                                                     三、客房内的安

7、全                                                     四、火灾处理                                                         五、特殊紧急情况的处理                                               附1客房部迎送客人服务标准                                           附2客房酒水服务标准                             

8、                    附3洗衣服务标准                                                     附4客房清扫服务标准