酒店培训产品知识手册.docx

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1、Information Booklet酒店产品知识手册WE CAN DO!We do hope that this Information Booklet makes you understand our hotels products and service better , improve your self confidence so that you could deliver attentive service to our guests. Moreover, we would try our best to bring you the latest information by p

2、eriodically updating the contents of this booklet.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。Since not all answers in this booklet be correct. However, we believe that own answers would be more professional. This complemented with your positive CAN DO serv

3、ice concept and understanding of the hospitality industry would delight our guest.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“CAN DO”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。Please read these questions and answers one by one, as you would be selected to sit the test, which is related to your probation appraisal

4、, yearly performance evaluation, and personnel advancement as well.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。Thank you!谢谢！Contents目录Important Information重要资讯In case of Fire一旦发现火灾或险情Hotel Information酒店资讯Hotel brief Introduction嘉莱特和平国际酒店简介How to get to hotelLaundry Service抵店方式洗衣服务Baby

5、-sitting ServiceLost & Found 托婴服务失物招领BreakfastMailing Service早餐邮寄服务Telephone ServiceMessage/Voice Mail Service电话服务语音留言服务Currency ExchangeOther Requests外币兑换客人之其它需求Disabled GuestOutside Guest残疾客人之服务店外客人LocationParking方位停车Executive FloorPayment/Discount/Other Charges行政楼层付款方式/优惠折扣/其它收费Extra Bed &

6、; Baby CotReservation加床及婴儿床预订F&B FacilitiesRoom Rate餐饮设施基本情况房价Film DevelopmentSick Guest胶卷冲印患病客人Fitness CenterTicketing 健身中心票务Information ServiceTour/Transportation Service问讯服务游览/交通服务InternetValuable Belongings上网客人贵重物品KioskWake-up Call 精品屋叫醒服务Late Check-out延迟退房City Information城市资讯AirportShopping

7、机场购物Bank ServiceSightseeing银行服务观光旅游Dining/BarSupermarket餐饮/酒吧超市Entertainment VIP Cars Registration (Plate) Number娱乐省市领导车牌号Exhibition CenterTel. Number of Hotels in Nanchang 展览中心南昌市各大酒店联系电话Medical ServiceLocal Specialty医疗服务江西土特产品Post OfficeNanchang City Tour邮局服务南昌旅游景点观光Railway StationNanchang Special

8、ty Streets火车站南昌特色一条街Coach StationNanchang Snack Foods Street长途汽车站南昌小吃一条街Important Information重要资讯In case of Fire一旦发现火灾或险情Look for the phone寻找电话Yes找到电话No未找到电话 Dial 3110 or 3119 Break the nearest Break Glass拨打3110或3119 击破最近的“手动报警器”Report:Your nameYour departmentExact Fire LocationFire SituationType of

9、 fire报告：报警人的部门姓名火警详细位置燃烧情况燃烧性质If advisable, can use the Fire Extinguisher to extinct the fire.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。HOTEL INFORMATION酒店资讯Hotel Brief Introduction嘉莱特和平国际酒店简介1. The address, telephone/fax number, e-mail, and website address of our hotel.酒店的地址、电话、传真、

10、邮箱和网址答：Address:No. 10th South Plaza Road, Nanchang.Zip :330002Telephone: 0791-6111118（Operator），6111999、6111888(F&B)Fax : 0791-8865099（For room reservation only）、8865100（For F&B reservation only）8865088（For Hotel Fax number）E-mail : galacticWebsite : or 地址 ：江西省南昌市广场南路10号 邮编：330002电话：0791-611

11、1118(总机)，6111999、6111888(餐饮)传真：0791-8865099（预订传真）、8865100（餐饮预订传真）、8865088（酒店传真）电子邮箱：galactic网址： or 2. What are our facilities?有哪些客用设施？答：Basement : Parking Area Block ALobby (1st Floor) :Front Desk/Concierge/Lobby Lounge/Chinese Restaurant/ Kiosk/DM Desk/Ticket Center/ATM Machine/Safe Deposit Box/Tel

12、ephone booth 2nd Floor :Chinese Restaurant Rooms/ Western Restaurant / Galactic Bar3rd Floor :Chinese Restaurant Rooms/ Conference Room Business Center4th Floor :Ballroom/Swimming Pool/ Beauty Salon/Games Room/Clinic5th Floor-24th Floor :Guestroom Floor25th Floor:Executive Reception Desk 28th Floor:

13、Executive Lounge/Cigar Bar25th Floor-28th Floor: Executive FloorBlock BLobby（1st Floor ）: Front Desk/ Galactic Coffee bar2nd Floor : Western Restaurant area B3rd Floor : KTV Club 4th Floor : Jia Yue SPA5th Floor-14th Floor : Guestroom Floor15th Floor : Executive Floor地下层：停车场A座大堂（1楼）： 前台/礼宾部/大堂吧/嘉华中餐

14、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. How many buildings are there in our hotel? How many floors in th

15、ese buildings?酒店由几幢楼组成？分别有多少层楼？答：Our hotel have 4 buildings, 6,4,29,15floors in these buildings (unclude equipment floor).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. What kind of service item and recreation & fitness establishment are there in our hotel?酒店有什么服务项目及康乐设施？答：Our hotel

16、has clinic /beauty salon / laundry /room service/ disable establishment /sauna center /Turkish bath /swimming bath /tennis /chess room./KTV Club/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. What kind of fire protection establishment is there in our hotel?酒店有什么消防设施？答：Our ho

17、tel fire protection establishment has fire protection center/ auto alarm system/ fire lift/ auto waterworks (public area and guest room)/ fireproofing door/ fireplug/ fire extinguisher/ evacuates direction sign (guest room and public area)/ smoke inductor.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

18、火器、疏散指示标志(客房、公共区域)、烟感器。6. How many guest rooms are there in our hotel? How many beds are there in these guest rooms? The distributions of guest rooms?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：390 rooms and 567 beds are distributed from the Block A 5th Floor to the 28th Floor (25th-28th floors are Executive Fl

19、oor),the Block B 5th Floor to the 15th floor (15th is Executive Floor)总共有390间客房 张床，分布在A座5楼至28楼（其中，25楼至28楼为行政楼层），B座5楼至15楼（其中，15楼为行政楼层）。7. Whats material in our hotel floor/ wall/ ceiling?酒店的地面、墙壁、天花所使用的材料是什么？答：Our hotel outside wall material is granite and glass wall. Lobby ground and wall material a

20、re marble, Lobby ceiling material is plasterboard and silica gel board. Hotel room ground material is dupan nylon carpet and all wool carpet, wall material is import wallpaper, ceiling is plasterboard. Room toilet ground and wall material are glaze brick, ceiling material is plasterboard, toilet tab

21、le material is crude marble.酒店建筑外墙用的是玻璃幕和花岗岩。大堂地面、墙壁用的是大理石，天花用的是石膏板、硅胶板。客房地面用的是杜邦尼龙地毯、全毛地毯，墙壁用的是进口墙纸，天花用的是石膏板；客房卫生间地面、墙壁用的是釉面砖，天花用的是石膏板，梳妆台用的是天然大理石。8. What types of guest rooms do we have?我们酒店有哪些类型的客房？答：3 Rooms for disabled person 3间残疾人房间124 Superior Rooms144间高级客房40 Business Rooms90间商务客房24 Deluxe Ro

22、oms74间豪华客房5 Garden Rooms5间花园客房10 Superior Deluxe Rooms 10间超豪华客房32 Galactic Suites32间嘉莱特套房1 Garden Suite1间花园套房4 Executive Rooms5间行政楼层客房6 Executive Deluxe Rooms6间行政楼层豪华客房4 Executive Suites4间行政楼层套房5 Executive Superior Suites 9间行政楼层高级套房3 Executive Deluxe Suites5间行政楼层豪华套房1 Presidential Suite1间总统套房9. How

23、many single rooms/ twin rooms/ triangular rooms/ deluxe rooms/ suites/ deluxe suites / presidential suites are there in our hotel?酒店共有多少间单人间、双人间、三人间、豪华间、套房、豪华套房和总统套房？答：Our hotel has 122 single rooms, 97 twin rooms (56 superior rooms and 41 business rooms), 10 superior deluxe rooms（5 singles rooms an

24、d 5 twin rooms）, none triangular room, 90 deluxe rooms (50 singles rooms and 42 twin rooms), 45 suites (32 galactic suites, 1 garden suite, 4 executive suites and 8 executive superior suites), 5 executive deluxe suites rooms and 1 presidential suite. 我们酒店有122间单人间，97间双人房(56间高级客房和41间商务客房)，10间超豪华房（5间单间

25、；5间标间），没有三人间，92间豪华间(50间单人间和42间双人房)，45间套房(32间嘉莱特套房，1间花园套房，4间行政楼层套房和8间行政楼层高级套房)，5间行政楼层豪华套房和1间总统套房。10. Which floors are the non-smoking ones?哪几层是无烟楼层？答：Block A 14th 15th 26th ,Block B 14thA座14、15、26楼层，B座 14楼层。11. What are the standard rooms and toilets length /breadth / tallness?标准客房及卫生间的长、宽、高分别是多少？答：S

26、tandard rooms length is 7.05m, breadth is 3.72m, and tallness is 2.8m. Toilets length is 5.8m, breadth is 1.6m, and tallness is 2.32m.标准客房的长是7.05米，宽是3.72米，高是2.8米(面积是26.226平方米)，卫生间的长是5.8米，宽是1.6米，高是2.32米(面积是9.28平方米)。标准间面积是35.506平方米。12. What kind of facilities are there in our hotel?酒店的客房设施有哪些？答： 1) Ad

27、justable room air conditioning.2) Weighing Scale3) Rechangeable Torch (Flashlight)4) Broad Band internet connecting port5)（110V/240V）Shaver Plug 6) Satellite TV7) LCD (Liquid Crystal Display) Color TV8) IDD/DDD (With Extension in Bathroom)9) Complimentary mineral water / Tea / Coffee10) Silk quilt /

28、 Velvet quilt 11) High-quality Table Lamp. Floor Lamp Shade.12) High-quality Furniture13) Electronic lock14) Electronic-controlled safe15) Mini-bar16) Mirror & Fog-Free mirror.17）Hair-dryer18)Toilet in which differ dry from wet with shower, bathtub and with the bath equipment of Germany Hans the

29、 tropic rain forest.19) Superior commodity20) Iron, Ironing board, Umbrella (for executive room and suit only)21) Arts22)Computer ( for executive floor only)1) 由客人自控的恒温空调设备2) 体称3) 可充电式手电筒4) 宽带上网接口5) 电动剃须刀插座（110V/240V） 6) 卫星节目7) 液显或背投彩电 8) 国际/国内直拨电话9) 免费矿泉水、茶叶、咖啡10) 蚕丝被、羽绒被 11) 高级台灯、落地灯12) 高级家俬 13) 电

30、子感应门锁 14) 电子保险柜15) 迷你吧16) 全身镜、防雾化妆镜 17) 吹风机18) 卫生间干湿区分开，同时配有淋浴间、浴缸、德国汉斯格雅热带雨林淋浴设备19) 高档洗漱用品 20) 烫斗、烫板、雨伞(套房及行政楼层客房专有)21) 艺术品22) 电脑（行政楼层专有）13. Whats the breadth in our guest room porch?客房走廊的宽度是多少？答：Our guest room porch breadth is 1.5m.客房走廊的宽度是1.5米。14. What kind of aeration establishment is there in h

31、otel guest room toilet?客房卫生间采用何种通风设施？答：Hotel guest room toilet is exhaust fan ventilation.客房卫生间采用排风扇通风。15. What is towels color there in hotel guest room toilet? What is its weight and size?客房卫生间使用何种颜色的毛巾？各种毛巾的重量及尺寸是多少？答：White and yellow towel in hotel guest room toilet. Turkish towel weight is 620g

32、, size: 140×80cm; washcloth weight is 160g, size: 80×40cm; face towel weight is 55g, size: 32×32cm; bath mat weight is 400g, size: 80×50cm.客房卫生间使用白色和黄色的毛巾。浴巾620克，尺寸：140×80cm；面巾160克，尺寸：80×40cm；小方巾55克，尺寸：32×32cm；地巾400克，尺寸：80×50cm。16. What kind of air conditionin

33、g in our hotel?酒店采用何种空调设备？答：Our hotel use Dunham-Bush central air conditioning.酒店采用顿汉布什中央空调。17. How many lifts/ guest use lifts/ sightseeing lifts/ service lifts/ escalators/ scaling ladders are there in our hotel?酒店共有多少部电梯、客梯、观光梯、服务梯、自动扶梯、消防梯？答：Our hotel has 17 lifts/ 5 guest lifts/5 sightseeing li

34、fts/ 7service lifts/ none escalators/ 1 scaling ladder just sightseeing lift.酒店共有17部电梯、5部客梯、5部观光梯、7部服务梯、无自动扶梯、1部观光梯兼消防梯。18. How many guest entrances are there in our hotel? How many staff entrances are there in our hotel? 酒店供客人使用的出入口有几个？供服务人员使用的出入口有几个？答：Our hotel has 6 guest entrances and 3 staff en

35、trances.酒店共有6个客人使用的出入口，3个服务人员使用的出入口。19. How many square meters are there in our hotel lobby?酒店大堂有多少平方米？答：Hotel Lobby has 750m2 .酒店大堂有750平方米。20. How many latrines are there in our hotel?酒店有几个公共卫生间？答：Our hotel has 14 latrines.酒店有14个公共卫生间。21. Do you have commission service?酒店有无委托代办服务？答：Concierge has co

36、mmission service.礼宾部提供委托代办服务。22. What is the background music play time?酒店背景音乐的播放时间？答：From 10:00a.m. to 9:00p.m. 从早晨10：00至21：00。23. Whats mini-bars freezing cabinet and cold storage degrees? Its whisht and environment isnt it?小冰箱的冷冻柜、冷藏柜温度各是多少度？是否为静音环保型？答：The mini-bars freezing cabinet is zero degre

37、e and cold storage is five degree. It is whisht and environment.小冰箱的冷冻柜是零度、冷藏柜温度是五度，是静音环保型的。24. Is there mini-bar and drink utensil in our hotel? 酒店是否有微型酒吧？并配备相应的饮具？答：Yes, there is.是的，酒店有配备相应饮具的微型酒吧。25. What is mattress size in our standard guest room?普通客房的床垫尺寸是多少？（长、宽、厚）答：One point two meters.1.2米。

38、26. What is colour TV size in our guest room? It has remote control, hasnt it?客房彩色电视机是多少寸？有无遥控器？答：The colour TV size is 32 inch. Every colour TV has remote control.客房彩色电视机是32英寸，所有彩电均配有遥控器。27. How many domestic channels and overseas channels are there in our hotel?有多少个国内和外文频道？答：33 domestic channels a

39、nd 17 overseas channels.有33个国内和17外文频道。How to get to hotel抵店方式28. How to get to Galactic Peace International Hotel?如何到达嘉莱特和平国际酒店？答：1.Taxi: Located on South Plaza Road between Bayi Road and Luoyang Road, under Laufushan Flyover.出租车：酒店坐落在广场南路，位于八一大道和洛阳路交汇处，老福山立交桥东侧。2.Bus: Take 1/2/3/5/9/11/15/16/24/26/

40、303/204/203/215/220 to Laufushan Road.公共汽车：乘坐1/2/3/5/9/11/15/16/24/26/303/204/203/215/220至老福山。Baby-sitting service 托婴服务29. Do you have the baby-sitting service and how much does it cost?有没有托婴服务？怎样收费？答：Yes, we have. Please contact our Service Center advance notice is required.我们提供保姆服务。请提前与服务中心联系。It c

41、osts RMB 150.00 for 1 hour. If the baby-sitter leave after 11:00pm.RMB 30.00 for taxi fare has to be added.托婴服务以每小时150元人民币收费。如果托婴服务超出晚上11点，另加收30元出租车费。Breakfast早餐30. Where can hotel guests have breakfast? What time is breakfast several? How many types do we have?客人能在哪里用早餐？早餐供应时间？有多少类型？答：Guests can ha

42、ve their breakfast at the Galactic Western Restaurant on the 2nd floor in Block A or Block B. 客人可在A座二楼嘉莱特西餐厅用早餐，也可在B座二楼西餐厅用餐。Buffet: 6:30 AM- 10:00 AM自助早餐：早晨6:30 - 10:00A la carte: 7:00AM- 11:00AM早餐点餐时间：早晨7：00-11：00Types: Buffet breakfast, A la carte breakfast, Continental, Chinese, American breakfa

43、st set menus, Hong Kong-style morning tea.类型：自助早餐，点餐式早餐，欧式、中式、美式、港式早茶。31. How much is the buffet breakfast?自助早餐的价格？答：Buffet Breakfast: RMB 50/prs. (Promotion rate).自助早餐：RMB 50/人(推广价)。Phone Service电话服务32. How can our guest make Room to Room/City/DDD/IDD call in his room?客人怎样在房间拨打房间对房间、本市、外地长途、国际长途电话？答：Room-Room:8+ Room NumberCity Call:9+ Telephone NumberDDD/IDD Call:9+ Country (Area) Code + Telephone Number房间对房间电话：8+房间号本市电话：9+电话号码外地长途/国际长途