1、喜悦连锁管理系统1欢 迎 手 册Policy the male employees do not have long hair, leaving no sideburns.2、面部，要干净清爽。女员工要使用口红（浅红色） ，化淡妆；男员工不留胡须，鼻毛不得外露。2. face, to clean and fresh. Female employees to use lipstick ( light red ), makeup; male employees do not grow a beard, hair shall not be exposed.3、指甲，留长不超过 1毫米，不涂有色指甲油
2、。3 .Nails, long not exceeding 1 mm, not coated with the colored nail oil.4、工章，要清晰美观，工号准确，佩戴在左胸前。穿工服必须佩戴工章。4 . To clear and beautiful, the accurate, worn on the left chest. Wear uniforms must be worn the chapter.喜悦连锁管理系统95、袜子，要干净、无异味、无破损（跳丝） 。女员工着裙应穿黑色丝袜，且袜口不可外露；男员工应穿黑色或深色袜子。5 .Socks, clean, no smell
3、, no damage ( jump wire ). Female staff should wear a skirt and black stockings, socks can not be exposed; male staff should wear black or dark socks.6、工鞋，要清洁（光亮） 、无污渍、无破损。女员工应穿黑色布鞋或黑色浅口皮鞋，鞋跟不超过 4.5厘米；男员工应穿黑色布鞋或黑色皮鞋。6 .Shoes, to clean (bright ), no dirt, no damage. Female staff should wear black sho
4、es or black light export leather shoes, the heel is not more than 4.5 cm; male staff should wear black shoes or black shoes7、工服，要干净挺括、无污渍、无破损。外套及衬衫必须系上全部纽扣；不得在对客区域内挽袖扎裤，或随意摘除领带（领花） ；不得在以外的场所着工服。7 .Engineering services, should be clean and crisp, no damage, no stains. Jackets and shirts to tie all th
5、e buttons; not on the passenger area armbands with trousers, or arbitrarily remove tie (collar); not in the place other than a uniform.8、饰物，男女均不准戴手镯、手链、戒指、耳环、及夸张的头饰；戴项链不得外露；男女均不准戴有色眼镜。8 .decorations, both men and women are not allowed to wear bracelets, bracelets, rings, earrings, and exaggerated he
6、adwear; wear necklace not exserted; men and women are not allowed to wear tainted glasses.9、个人清洁卫生，要做到“五勤”：勤洗澡、勤洗手、勤剪指甲、勤理发、勤换衣。上班前不吃异味食品和不喝含酒精的饮料。9 .personal hygiene, should accomplish “ five ground“ : frequently take a shower, wash their hands, diligence nails, ground, ground Huanyi barber. Before
7、 going to work, do not eat smelly food and drink alcoholic beverages.二、表情神态Secondly,facial expression1、真诚的微笑。不能表现出厌烦、冷漠、没精打采等神态，要随时体现出乐意为客人服务。1 .Sincere smile. Could not be demonstrated, apathy, be out of spirits, look bored, always reflect the willing to service for the guests.2、认真的聆听。倾听客人谈话身体略为前倾，
8、与客人目光接触；不能随意打断客人说话，要表现出对客人的尊重。2 .Listen carefully. Listen to the guests the body slightly forward, and the guests eye 喜悦连锁管理系统10contact; not interrupt the guests to speak, to show respect to the guests.3、热情的目光。有客人走近，要注视客人，点头示礼、致意问好；和客人谈话，要有适当的眼神交流，要传达出热情、友善、尊重、诚恳的信息。3. Warm eyes. A guest, to look at
9、 the guest, nodded, greeted guests; and, with the appropriate eye contact, to convey a warm, friendly, respect, sincere message.4、自信的神态。面对客人不卑不亢，眉宇间流露出的自信“Yes,I Can”，传递给每一位客人，给客人足够的信赖感。4. Air of confidence. Face the guests be neither humble nor pushy, brow exude confidence“ Yes, I Can“, passed to ea
10、ch of the guests, guests enough trust.三、行为举止Thirdly,behavior1、站、坐、走姿要得体文雅，符合礼仪要求。站立时，双手不叉腰、不插袋、不抱胸；坐下时，不前俯后仰，不跷腿、趴桌。行走时，不与他人拉手、搂腰搭背，不奔跑、跳跃。1 .Stand, sit, walk to decent gentle, consistent with the requirement of etiquette. When standing, both hands akimbo, do not pocket, not her breasts; sit down, d
11、ont bend forward and backward, do not cross their legs, on the table. When walking, not with others in hand, her waist back pad, not running, jumping.2、要正确运用手姿。在介绍或指示方向时切忌用手指指点点；在递给客人东西时，应用双手恭敬地奉上，切忌以手指或笔尖直接指向客人。2. To the correct use of hand posture. After the introduction of instructions or directi
12、ons to avoid pointing at something; to guests, use your hands respectfully offer, avoid to finger or pen point directly to the guest.3、服务时要尊重客人，站立服务（坐着时应起立，不可坐着与客人说话） 。3 .Service to the respect for the guests, standing service (sitting should stand up, do not sit with guests. ).4、面对客人时要“礼让三先”：让路、让座、
13、让电梯。4. When dealing with guests to“ step three: first,“ make way, make the elevator seat.5、公共区域内不得聚堆闲聊，吵闹喧哗或高声呼喊。5. Public areas may cluster gossip, noisy or shout.6、操作时应尽量保持安静，做到“三轻”：说话轻、走路轻、操作轻。喜悦连锁管理系统116. You should try to keep quiet, do the “three light“: talk light, walk light, operating light
14、.7、在宾客面前应禁止各种不文雅的举动：掏鼻孔、剔牙齿、挖耳朵、伸懒腰等7. Before the guests should ban all indecent behavior: nose, teeth, digging ear, stretching and other.四、语言应答Fourthly, language response1、要求使用普通话；勤说基本礼貌用语“十字”：你好、谢谢、请、对不起、再见。尽量用客人姓氏称呼客人。1. Requirements for the use of Mandarin; Qin said basic polite expressions“ cro
15、ss“: Hello, thank you, please, sorry, bye. Try to use guest name address guest.2、电话应在铃响三声之内接听，并回答“你好，部” （总机话务员按原有规范操作） 。2. Telephone rang three times within the answer, and said “ Hello, x x“ ( the operator according to the original standard operation ).3、服务时要有“五声”：宾客到来时有问候声；遇到客人时有招呼声；得到协助时有致谢声；麻烦客人
16、时有致歉声；客人离开时有道别声。3. Service to have“ five sound“: when the guests arrived a greeting; meet a guest has incurs the voice; get assistance to Xie Sheng; trouble guests have sorry sound; a guest leaves with goodbyes.4、坚持“永远不对客人说NO ”。在无法满足客人需求时，应积极向客人提出至少两条以上建议。4.“ Never say NO guest“. Unable to meet the
17、needs of the guests, guests should be positive to put at least more than two recommendations.5、牢记“客人永远是对的” 。在任何情况下，不得与客人发生争吵或冲突。5. Remember that “the customer is always right“. In any case, not to quarrel or conflict with the guests.五、处理客人投诉Fifthly, handling guest complaints1、如遇客人投诉，必须认真倾听，必要时应做简要记录
18、，一定要感谢客人，并致以歉意，告知客人此事将迅速上报有关部门解决。喜悦连锁管理系统121 .If any guest complaints, must listen earnestly, when necessary, summary records, must thank the guest, and apologetic, inform the guest that it will rapidly reported to the relevant departments to solve.2、如投诉属于马上可以解决的，应尽快处理，并将结果向上一级汇报。2 .If the complaint
19、 is immediately can solve, should be treated as soon as possible, and will report to the superior.3、平息客人的怒气或怨气最重要的是要态度诚恳及对客人意见的足够重视，切不可无动于衷或漫不经心。3. To quell the anger or resentment guest is most important to the attitude of sincerity to guest comments and enough attention, must not be completely ind
20、ifferent or pay no heed to.4、涉及重要问题的投诉，一般不要立即代表表态，应请示后再做答复。4 . Relates to important complaints, generally do not represent the position immediately, should ask before making a reply.六、员工申诉Sixthly, employee complaints员工对工作有不同意见，可直接由本人向上一级反映，如不满意其答复的可超级反映。如员工选择书面形式申诉，应注明姓名及部门，以利问题的解决，所有申诉根据本人意见予以保密。Th
21、e staff of a different opinion, can be directly from I to a reflection of the level, if not satisfied with the answer can be super reflect. Such as employee selection written complaint, should specify the name and department, in order to solve the problem according to my opinion, all appeals confide
22、ntial.岗位职责以及工作流程是你以后工作的标尺，你所在的部门将会给予你最专业的理论和实践培训Job responsibilities and work flow is you after work scale, your department will give you the most professional theory and practical training.喜悦连锁管理系统13关于转正和签订合同办理入职即签订了零时用工合同，职位申请表上有附带零时用工合同，在此期间享受见习员工待遇，若您的能力得以在短时间发挥并在所在部门的考核中通过，非常高兴你可提前转为正式员工，一般情况之下
23、我们将在一个月内与你签订劳动用工合同，若遇法定节假日，或不可抗因素将顺延至次月。Once the entry that has signed a temporary employment contract, job application form with zero labor contract, enjoy treatment of employees during probation, if you are able to play in a short time and is located in sector assessment through, very glad you can
24、 advance to transfer the official staff, normally we would be in a months and you signed labor contract, if the legal holidays, or force majeure will be postponed to next month.在转正及签订合同后恭喜你正式成为喜百年的员工我们将为你搭建一个良好的发展平台和职业规划。In the positive and the contract after you officially become a happy hundred years staff we will provide you with a good development platform and occupation planning.愿我们共同携手打造明天的酒店王国。We are willing to work together to create tomorrows Hotel kingdom.最后，祝您及家人身体健康Finally ，I wish you and your family good health贵阳喜百年酒店2014年 12月 31日
