Does hotel 365 have a membership card?

There is a membership card, and each store is different, with a silver card of 40 and a gold card of 98.

Ten points that new hotel employees must know.

0 1 Service tenet of the hotel

1, service tenet: "guests first, service first"

2. Service standard: warm, thoughtful, fast, accurate and safe;

3. Service standard: comfortable, safe, warm and feel at home;

4. Service attitude: initiative, enthusiasm, patience, courtesy and thoughtfulness;

Five basic requirements

1, "initiative" is embodied in the word "diligence", so as to be diligent in eyes, hands, feet and mouth (four diligence);

2. "Enthusiasm" is reflected in the word "pro", "be kind, kind and considerate";

3. "Patience" is embodied in the word "harmony" to achieve "never tire of asking questions";

4. "consideration" is embodied in the word "all", so as to "think what the guests think and be anxious about what the guests are anxious about".

5. "Politeness" is embodied in "expression" and "politeness in words and deeds";

03 Basic Terms of Service

1, you, hello, please, thank you, sorry, never mind, goodbye!

2. Smile: Smile in front of the guests and be consistent.

3, two noes: do not neglect, do not offend guests.

4, three lights: speaking light, walking light, operating light four diligence: leg diligence, eye diligence, mouth diligence, brain diligence.

"Five Tones" of Customer Service

1. Guests will be welcomed when they arrive.

2. Have a name when talking with guests.

3, the guest's praise and thanks.

4. I apologize for disturbing the guests.

5. There will be noise when guests leave the store.

05 Housekeeping Department Pre-shift Requirements

1, full of energy and neatly dressed.

2.gfd is clean and tidy, and employees' badges are worn.

3. Attend the pre-shift meeting.

06 matters needing attention in succession.

1, delivery number (occupied, broken, vacant, etc.). ).

2. Articles (linen).

3. Other matters.

4. hand over the key.

Ten requirements for 07 working hours

1, don't leave without authorization, don't do private affairs.

2. Don't gather people to chat.

3. Don't contradict the guests.

4. Don't reveal the secret.

5. Don't smoke, read books or read newspapers.

6. Don't draw relationships or accept gifts from guests.

7. No visitors.

Ten "golden rules" of 08 service

1. A clean appearance is the first step to show your professional service. Don't dress unprofessionally. Be neat and decent. This will make the guests think that you are competent and professional.

2. Always pay attention to the guests and never ignore any guests. If you are busy, you should also greet the guests in a friendly way and let them know that you can serve them soon.

3. Be proud of your hotel. If you lack pride, you will disappoint your guests. Please be proud of your work and hotel in front of your guests.

4. greet the guests with a smile, and greet the guests with a friendly smile. Never make guests feel unwelcome and never embarrass them. Always be polite and let your behavior please the guests. And eliminate possible anxiety.

Listen, look at the guests, so that no one will think you are absent-minded. It is extremely important for customers to listen. You can't do this if you don't concentrate.

6. Keep eye contact. Everything will affect your greeting to the guests. Such as: word work, computer, calculation, etc. Keeping eye contact helps to communicate and makes the guest feel that you are serving him wholeheartedly.

7. Use the guest's name. When you are in contact with the guest, use the guest's name as much as possible. People are always glad that you use his name, because it will make him feel important and your service will become more cordial.

8. Protect the privacy of guests. You need to be careful when you mention the guest's room number. You never know who will hear. It is very important to protect the privacy of guests, which directly affects their trust in the hotel.

9. Provide extra services as much as possible. Don't forget to ask the guests if there is anything else they can do for you before your service is over. For example: wake-up service, etc.

10, try to meet the requirements of the guests or provide help as much as possible.

09 standards of customer satisfaction

1. Every time you meet a guest, welcome him with a smile, and if possible, call him by his name or official title.

2. Speak to every guest in a friendly, warm and polite tone.

3, quickly and effectively answer the questions and requirements of the guests or take the initiative to seek answers.

4. Anticipate the needs of guests and solve their problems.

5. Goodbye.

10 "Top Ten Measures" for Room Service

1, take the initiative to say hello.

2. Take the initiative to say hello and take the luggage.

3. Lead the way.

4. Open the door actively.

5, take the initiative to send boiling water.

6, take the initiative to introduce the hotel.

7. Take the initiative to take care of the old, the weak and the sick.

8. Take the initiative to solicit opinions.

9. Open the elevator voluntarily.

10, take the initiative to solve problems for guests.