酒店培训产品知识手册

1InformationBooklet酒店产品知识手册WECANDO!2WedohopethatthisInformationBookletmakesyouunderstandourhotel’sproductsandservicebetter,improveyourself–confidencesothatyoucoulddeliverattentiveservicetoourguests.Moreover,wewouldtryourbesttobringyouthelatestinformationbyperiodicallyupdatingthecontentsofthisbooklet.我们希望这本《酒店产品知识手册》可以使您更加了解酒店的产品和服务，增强您的自信心；并在此基础上，为我们的客人提供更为周到的服务。我们也将定期修正这些信息，力争给您带来最新的资讯。Sincenotallanswersinthisbookletbecorrect.However,webelievethatownanswerswouldbemoreprofessional.Thiscomplementedwithyourpositive‘CANDO’serviceconceptandunderstandingofthehospitalityindustrywoulddelightourguest.当然，在这里，并不是每一个回答都是完美无缺的。相信您随着对于酒店业的进一步理解，秉持“CANDO”的服务理念，您的回答将更为完善，客人们也会因为您而更加满意。Pleasereadthesequestionsandanswersonebyone,asyouwouldbeselectedtositthetest,whichisrelatedtoyourprobationappraisal,yearlyperformanceevaluation,andpersonneladvancementaswell.请您仔细阅读每一条资讯，因为您将参加相关的测试，并且这一考试将关系到您能否成功通过试用期，年度工作表现评估及变动评估。Thankyou!谢谢！3Contents目录ImportantInformation重要资讯IncaseofFire…一旦发现火灾或险情HotelInformation酒店资讯HotelbriefIntroduction嘉莱特和平国际酒店简介HowtogettohotelLaundryService抵店方式洗衣服务Baby-sittingServiceLost&Found托婴服务失物招领BreakfastMailingService早餐邮寄服务TelephoneServiceMessage/VoiceMailService电话服务语音留言服务CurrencyExchangeOtherRequests外币兑换客人之其它需求DisabledGuestOutsideGuest残疾客人之服务店外客人LocationParking方位停车ExecutiveFloorPayment/Discount/OtherCharges行政楼层付款方式/优惠折扣/其它收费ExtraBed&BabyCotReservation加床及婴儿床预订F&BFacilitiesRoomRate餐饮设施基本情况房价FilmDevelopmentSickGuest胶卷冲印患病客人FitnessCenterTicketing健身中心票务InformationServiceTour/TransportationService问讯服务游览/交通服务InternetValuableBelongings上网客人贵重物品KioskWake-upCall精品屋叫醒服务LateCheck-out延迟退房4CityInformation城市资讯AirportShopping机场购物BankServiceSightseeing银行服务观光旅游Dining/BarSupermarket餐饮/酒吧超市EntertainmentVIPCarsRegistration(Plate)Number娱乐省市领导车牌号ExhibitionCenterTel.NumberofHotelsinNanchang展览中心南昌市各大酒店联系电话MedicalServiceLocalSpecialty医疗服务江西土特产品PostOfficeNanchangCityTour邮局服务南昌旅游景点观光RailwayStationNanchangSpecialtyStreets火车站南昌特色一条街CoachStationNanchangSnackFoodsStreet长途汽车站南昌小吃一条街5ImportantInformation重要资讯IncaseofFire…一旦发现火灾或险情……①Lookforthephone寻找电话②②Dial3110or3119Breakthenearest‘BreakGlass’拨打3110或3119击破最近的“手动报警器”③Report:YournameYourdepartmentExactFireLocationFireSituationTypeoffire报告：报警人的部门姓名火警详细位置燃烧情况燃烧性质Ifadvisable,canusetheFireExtinguishertoextinctthefire.在安全的情况下，可使用灭火器灭火。经过酒店总经理同意，方可对外报119。未经酒店总经理同意，任何员工不可对外报119。No未找到电话Yes找到电话6HotelBriefIntroduction嘉莱特和平国际酒店简介1.Theaddress,telephone/faxnumber,e-mail,andwebsiteaddressofourhotel.酒店的地址、电话、传真、邮箱和网址答：Address:No.10thSouthPlazaRoad,Nanchang.Zip:330002Telephone:[phone]（Operator），6111999、6111888(F&B)Fax:[phone]（Forroomreservationonly）、8865100（ForF&Breservationonly）8865088（ForHotelFaxnumber）E-mail:[e-mail]:地址：江西省南昌市广场南路10号邮编：330002电话：[phone](总机)，6111999、6111888(餐饮)传真：[phone]（预订传真）、8865100（餐饮预订传真）、8865088（酒店传真）电子邮箱：[e-mail]网址：有哪些客用设施？答：Basement:ParkingAreaBlockALobby(1stFloor):FrontDesk/Concierge/LobbyLounge/ChineseRestaurant/Kiosk/DMDesk/TicketCenter/ATMMachine/SafeDepositBox/Telephonebooth2ndFloor:ChineseRestaurantRooms/WesternRestaurant/GalacticBar3rdFloor:ChineseRestaurantRooms/ConferenceRoomBusinessCenter4thFloor:Ballroom/SwimmingPool/BeautySalon/GamesRoom/Clinic5thFloor-24thFloor:GuestroomFloor25thFloor:ExecutiveReceptionDesk28thFloor:ExecutiveLounge/CigarBar25thFloor-28thFloor:ExecutiveFloorBlockBLobby（1stFloor）:FrontDesk/GalacticCoffeebar2ndFloor:WesternRestaurantareaB3rdFloor:KTVClub4thFloor:JiaYueSPA75thFloor-14thFloor:GuestroomFloor15thFloor:ExecutiveFloor地下层：停车场A座大堂（1楼）：前台/礼宾部/大堂吧/嘉华中餐厅/精品店/值班经理台/票务中心/自动取款机/保险箱室/电话亭2楼：中餐厅包厢/西餐厅3楼：中餐厅包厢/会议室/商务中心4楼：宴会厅/泳池/健身中心/美容美发/棋牌室/医务室5楼-24楼：客房楼层25楼：行政楼层接待处28楼：行政酒廊/雪茄吧25楼-28楼：行政楼层客房B座大堂（1楼）：前台/嘉莱特咖啡吧2楼：西餐厅B区（港式）早茶餐厅3楼：KTV会所（装修中）4楼：嘉悦SPA会所5楼-14楼：客房楼层15楼：行政楼层客房3.Howmanybuildingsarethereinourhotel?Howmanyfloorsinthesebuildings?酒店由几幢楼组成？分别有多少层楼？答：Ourhotelhave4buildings,6,4,29,15floorsinthesebuildings(uncludeequipmentfloor).酒店由A-B两幢楼组成，A幢分别有A座新和平大酒店、前厅大堂新裙楼。分别为6、4、29(不连设备层)、15层。4.Whatkindofserviceitemandrecreation&fitnessestablishmentarethereinourhotel?酒店有什么服务项目及康乐设施？答：Ourhotelhasclinic/beautysalon/laundry/roomservice/disableestablishment/saunacenter/Turkishbath/swimmingbath/tennis/chessroom./KTVClub/SPA.酒店有医务室、美容美发、洗衣、客房送餐、残疾人设施、桑拿洗浴中心、蒸汽浴、室内游泳池、网球场、棋牌室、KTV会所、嘉悦SPA会所。5.Whatkindoffireprotectionestablishmentisthereinourhotel?酒店有什么消防设施？答：Ourhotelfireprotectionestablishmenthasfireprotectioncenter/autoalarmsystem/firelift/autowaterworks(publicareaandguestroom)/fireproofingdoor/fireplug/fireextinguisher/evacuatesdirectionsign(guestroomandpublicarea)/smokeinductor.消防检测中心、自动报警系统、消防电梯、自动喷淋系统(公共区域、客房)、防火门、消防栓、灭火器、疏散指示标志(客房、公共区域)、烟感器。86.Howmanyguestroomsarethereinourhotel?Howmanybedsarethereintheseguestrooms?Thedistributionsofguestrooms?我们酒店总共有多少间客房？这些客房中共有多少张床？分布情况？答：390roomsand567bedsaredistributedfromtheBlockA5thFloortothe28thFloor(25th-28thfloorsareExecutiveFloor),theBlockB5thFloortothe15thfloor(15thisExecu