《前厅与客房服务技能》实训指导书.doc

前 厅 与 客 房 实 训 指 导 书 沈阳职业技术学院 商贸旅游系旅游与酒店管理管理教研室 2006年12月 适用专业、实训学时 酒店管理专业的学生，实训1周（30学时） 二、实训目标 1、熟练掌握前厅与客房服务的基本知识。 2、培养学生对前厅与客房服务理论知识的运用。 3、巩固和提高学生的前厅客房服务技能。 4、满足学生的就业需要，提高学生的业务能力。 5、提高学生动手能力，为就业打下良好基础。 三、实训内容 前厅接待服务 客房做床服务 四、实训设备和材料 前厅入住登记表 床及床上用品 五、实训步骤 将学生分成四组，以组为单位，进行下列实训活动 （一）前厅接待Registration procedure Greet the guest, ask their name. Check the arrival list. If the guest is on the list continue with their registration. If they are not, check room availability and then proceed to register them. Registration steps: Give the guest the reg. card. Ask them to complete the card. Ask the guest small inviting questions such as “did you have good journey, can I book you a wake up call in the morning, and would you like a morning newspaper.” Take the reg. card from the guest, check to ensure all information has been completed, especially their signature. Reconfirm their method of payment. In the hotel industry we should take full prepayment or their credit card imprint at this stage. Allocate a room number using the availability chart Issue the key card and key, explain the purpose of the key card which is a kind of form of identification when staying in the hotel and all staff should ask for the key when charging items to a guest folio or even when the guest comes to front desk and asks for their key. The key card include such information facilities, services, open hours in the hotel or timetables, price Answer any remaining questions the guest might have. Give directions to the guest’s room, offer to have their luggage delivered to their room. Wish the guest a pleasant stay. （二）客房做床 撤床 带入干净的布草 整理护床垫 铺第一层床单 铺第二层床单 铺毛毯 铺第三层床单 装枕心，放枕头 六、实训基本要求 一、前厅接待服务 要求：1、熟悉客人入住的工作程序。 2、外语流利，应变能力强。 3、准确填写住客登记表。 二、客房做床服务 要求：了解客房做床的程序，实训按步骤进行。 七、实训注意事项 严格按照实训要求和实训步骤去做，认真完成实训任务。 八、考核评定标准 （一）评分等级 教师通过检查学生独自完成任务的情况，考核学生对各项技能的掌握情况及检查实训报告将成绩定为Ａ、Ｂ、Ｃ、Ｄ。 （二）成绩构成： 现场考核80％ 实训报告20% 前厅接待服务 客房服务 20分 40分 40分 九、实训成果 独立完成操作任务 递交实训报告 十、参考资料 《前厅与客房管理》