有效的培训技巧

To Train or Not to Train 培训还是不培训

An English-speaking guest commented that a kitchen associate at the breakfast buffet counter could not understand his request for an egg order. 一位讲英语的客人说他想点份鸡蛋，但一位在早餐自助餐台的厨房员工没有听懂 他的要求。

2. One of your associates says, “How do I pick up a call from another extension?” 你的一位员工问：“怎样接听另一部分机的电话？”

3. You noticed that last month there was an increase in the amount of money spent

on chinaware and glassware replacements.

你发现上个月花费在更换瓷器和玻璃器皿的金额都有所增加。

4. There was general confusion amongst associates when the fire alarm was

sounded yesterday.

昨天火警警报突然响起的时候，大多数员工都感到不知所措。

5. The same dish is presented in a different way each time it is ordered. 同一道菜每次上菜时的摆盘都不一样。

6. Associates seem to be arriving at work later than usual. 员工上班迟到的现象似乎比以前多。

7. Human Resources informed you that a new associate will join you in a week’s

time.

人力资源部通知你有位新员工将在一周内加入你部门。

8. You read a guest complaint regarding slow service. 你收到客人一封有关服务懈怠的投诉信。

9. A very well qualified associate is promoted. 一位表现非常优秀的员工得到了提升。

10. The I.T. department announced that the restaurant point-of-sales (POS) system

would be upgraded. 资讯及科技部门 (I.T.) 宣布将对餐厅的收银系统 (POS)升级。

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© JULY 2010 STARWOOD ASIA PACIFIC HOTEL & RESORTS

ETS MODULE I - Section 1, Unit 7 Handout 1 有效的培训技巧1 - 第一章，第七节 讲义1

To Train or Not to Train 培训还是不培训

11. The Cost Controller informs you that the internal transfer form for food and

beverages are not being correctly completed by two restaurant associates in particular. 成本控制经理通知两位餐厅的员工没有正确填写内部的餐饮转单。

12. One of the housekeeping new associates was unable to show the guest the

direction to the function room.

一位客房部的新员工没能给客人指出去宴会厅的路。

13. The Front Desk receptionist did not help the Concierge associates to deliver an

urgent guest’s request for the newspaper when they asked for help even though he was free. 当礼宾部员工请求一位前厅接待员帮忙给一位急需报纸的客人送报纸时，这位 前厅接待员即使在闲着时也不肯帮忙.

14. A Korean guest complained that the guest relations associate was very rude to

her by keeping her waiting for a long time. 一位韩国客人投诉前厅接待对她非常不礼貌而让她等了很久。

15. In-room Dining was ten minutes late in serving a food order.

送餐部给客人送餐的时候晚了10分钟。

16. David fought with James over who should go for lunch first.

David与James为谁先去吃午饭的问题而争吵起来。

© JULY 2010 STARWOOD ASIA PACIFIC HOTEL & RESORTS