10. 一丝不苟地执行清洁标准，是每位同事的责任。所到之处均予清洁，包括前堂和后堂。

Uncompromising standards of cleanliness are everyone’s responsibility. Clean as you go. Both the Front of the House and the "Heart of the House".

11. 我们有一流的工作环境，所以请你不论是在公司内外，都担当本酒店和公司的在大使。请勿批评公司，切勿在客面前抱怨。以积级的态度表达你对工作环境的关注。

This is a great place to work, so please always be an ambassador of your hotel and company, both in and outside of work. Avoid negative comments. Never complain in front of a guest. Express workplace concerns in a constructive manner.

12. 总是能够认出酒店的常客。

Always recognize repeat guests.

13. 对酒店的情况了如指掌，随时能够回答客人的问询。总是首先推荐本酒店的餐饮服务。亲自为客人引路，单是指出方向并不足够。如果走不开，至少陪客人走几步。

Be knowledgeable about hotel information to answer guest inquiries. Always recommend the hotel’s food and beverage outlets first. Escort guests rather than pointing out directions. When this is not possible , take the guest the first three steps.

14. 遵守电话礼仪。自我介绍。尽快接听，不要让电话铃声声响超过三声。用适当的话语问候来电者。若要转驳来电或要对方等候，必须先得到对方同意。尽量不要转驳来电。

Follow telephone etiquette .Introduce yourself. Always answer within three rings. Use appropriate greetings . Always request the guest’s permission to transfer their call or place them on hold. Eliminate transfers when possible.

15. 遵守制服及仪容标准，包括佩带自己的名牌，穿着大方得体的鞋袜。随身携带"基本须知"卡。保持个人卫生最为重要。

Follow uniform and appearance standards, including nametags, appropriate footwear and "The Basics" card. Personal hygiene is of the utmost importance.

16. 客人和同事的安全，是我们最关注的事项。了解在紧急情况时自己应负的责任，并时刻警觉消防和救生程序。

The safety and security of our guests and associates is a top priority. Know your roles during emergency situations and be aware of fire and life safety response processes.

17.培养安全工作的习惯。遵守所有工作安全政策。一发现有事故，意外和危险，立即向上级报告。

Practice safe work habits. Abide by all job safety policies. Immediately report incidents, accidents and hazards to your supervisor.

18. 保护和照顾酒店的财产。资源要用得其所。减少浪费。确保妥善保养和维修酒店的物业和设施。

Protect and care for the assets of the hotel. Use our resources wisely. Eliminate waste . Ensure proper maintenance and repair of hotel property and equipment.

19. 了解本酒店和所属部门的目标。你有责任与同事分享你的意见和建议，尽你所能不断提高营业额、盈利、客人满意程度和同事的士气。

Know the goals of your department. It is your responsibility to share your ideas, Suggestions and energies to continuously improve sales, profit, guest satisfaction, and associate morale.

20. 你得到本酒店授权和信任，尽你所能处理客人的需要。必要时，应请同事帮忙。思考如何以创新的方法说"是"。

You are empowered and trusted to handle guest needs and problems to the best of your ability. Seek assistance , if needed. Think of creative ways to say "Yes".