深圳威尼斯皇冠假日酒店前台新员工入职培训手册--潇洒大少爷精品资料

FRONTDESKDearteammember,Firstly,averywarmwelcometotheCrownePlazaShenzhenaspartofFrontOfficeDepartment.Ourkeytosuccessdependsverymuchonyourpositiveattitude,creativeflairandeyetodetails.Wearecommittedtodeveloppeoplethroughknowledgeenlarging,skilltrainingandworkforcemotivation.YourremarkablecontributioninFrontOfficeDepartmentwillbegreatlyappreciated.真诚欢迎您加入深圳威尼斯皇冠假日酒店，成为酒店前厅部的成员。你们积极的工作态度，创造性的思维及细致周到的服务，将是我们取得成功的关键因素。我们激励员工通过不断的学习和培训，来丰富专业知识，改善服务技巧，提高劳动生产力，最终取得整体前厅部的成功。IwishyouapleasantandfruitfulworkingexperienceatFrontOfficeDepartment.祝愿您在这个团队里工作愉快，并获得宝贵的工作经历。Yourstruly,此致TABLEOFCONTENTSPartOnePart1WelcomeLetterFromDirectorofRoomsPage02DepartmentalOrganizationChartPage04Part2JobdescriptionPage05Part3StandardOperatingProceduresRegisterFITPage09CheckOutGuestPage12GroupCheckInPage15GroupCheckOutPage17PCREnrollmentPage18MakeaReservationPage20GroupInformationCheckPage23FreeRoomUpgradePage25HouseUseandComplimentaryRoomPage26RoomChangePage27ExtraBedPage29LateCheckOutPage30ExtensionPage32CancellationPage34IncognitoCall,ScreenCallandDoNotDisturbPage36SleepOutPage38AuthorizationOfEntryToGuestRoomPage39AdvanceDepositPage41HandlingOfForeignCurrencyandCompanyCheckasDeposit.Page45AccountInformationForCreditCardPage46AccountInformationForDirectBillingPage47AccountInformationTravelVoucherPage48CashPaidOut,CashAdvanceandRebatePage50CashFloatHandOverandControlPage53DropSafePage54ContingencyReportPage55ComputerSystemDownProcedurePage56Part4AcknowledgementletterbyemployeePage57FRONTOFFICEORGANIZATIONCHARTFOM前厅部经理1Asst.FOM前厅部副经理1Asst.ManagerCPCManagerReceptionManager大堂副理行政楼层经理接待经理Mr.OliverZhaoMr.LeeKwanTaeMs.AnnieCaiMr.StevenWang11Ms.BettyZhaoMr.JohnsonZhu4FDSeniorSupervisorSeniorSupervisorSeniorSupervisor高级接待主管礼宾部高级主管车队高级主管111GROSupervisorBCSupervisorGSCSupervisorConciergeSupervisor客户关系主管商务中心主管客户服务中心主管礼宾部主管1111SeniorGROFDAsst.SupervisorBCAsst.SupervisorGSCAsst.SupervisorAsst.Supervisor高级客户关系主任接待副主管商务中心副主管客户服务中心副主管礼宾部副主管22132GROFDAgentBCClerkGSCClerkBellman&DoorgirlDriver客户关系主任接待员商务中心文员客户服务中心文员行李生&门童司机101221015101GuestServiceCenterManager客户服务中心经理Ms.SandraHuang1Mr.DavidYangChiefConcierge礼宾司JOBDESCRIPTIONJOBTITLE:FrontDeskAgentAREA/DEPARTMENT:RoomsDivision/FrontOfficeREPORTSTO:FrontDeskSupervisor/ReceptionManagerPOSITIONSSUPERVISED:NilJOBSCOPE:UnderthegeneraldirectionoftheReceptionManagerorhis/herdelegateandwithinthelimitsofestablishedInterContinentalHotelsGroupbrandandlocalpoliciesandprocedures,responsibleforallactivitiesrelevanttotheFrontDesksuchasthereception,checkin/out,roomingofallHotelguests,foreignexchange,responsibleforaccountingandcollectionofallrevenuesandmonies,assiststhemwithinquiries.PromotesthedesiredworkculturearoundthefivecorevaluesofTrust,Integrity,Respect,OneTeamandServiceoftheInterContinentalHotelsGroupandthebrandethos.TESTIMONIAL:Ihavereadandreceivedacopyofthedescriptionandfullyunderstandthatviolationofanyofthestatedresponsibilitiesanddutiesisgroundedfordisciplinaryaction.Signature:……………………………………………………………………………………………Date:………………….KeyResponsibilitiesGreetsallguestsatalltimesinafriendlyandhelpfulmannerandattemptstolearnanduseguest’snameateveryopportunityRegistersandroomsallarrivalsaccordingtoestablishedproceduresMaintainsintimateknowledgeofdepartmentalstandardsandproceduresPerformscheckin,checkoutandroomchangeproceduresandensuresalldataareenteredcompletelyintothehotelsystemsinaccordancewithreservationEnsureconfidentialityofguestinformationMaintainscashierfloatandensuresaccuratedailyreportofallmoneyreceivedCasheshotelguest’spersonalandtravelerschecksandassistswithcurrencyexchangeKeepsabreastofallmodificationstoaccountingpoliciesandproceduresKnowledgeableofallspecialpromotionprocedures,forprogramssuchas:SeasonalPackages,FrequentFlyersPrograms,andalsoPriorityClubRewardsprograms.Attendstoguest’scomplaints,inquiriesandrequests,refereesproblemstosupervisor/ReceptionManagerifhe/sheunabletoassistIsfamiliarwithotherIntercontinentalHotelsandResortssothatguestindicatinganynextdestinationontheregistrationcardcanbe“sold”anonwardbookingtoanotherInterContinentalHotelsDoeseverythingpossibletoensurethattheguestsdepartthehotelwithapositiveimpressionofhotelservicePerformstheauditbalancesandpreparesallworksforauditinanorderlyfashionWhenonnightshift,checksnightreportandpreparesthemorningreport;ensuresworkingsoffunctionsareputonnoticeboardaccordinglyMaintainscomprehensiveknowledgeofstandardreservationproceduresincludinghowtoreadtelex,e-mail,messages,andhowtointerpretavailabilitysourceswithinthereservationsystemsMaintainsexemplarydeportmentstandardsofbehaviorandappearanceandattitudeasexpectedinaIHGBrandTakespersonalinterestandpridetoensurethatthefrontdeskworkareaiskeptcleanandinanorderlystateatalltimesEndeavorstomaintainthehighstandardsofthehotelwithparticularregardtotheimportanceofPriorityClubRewardsProgrammemberandotherVIP’sandwithreferencetohotelandtobeahealthorsafetyhazardOccupationalHealthandSafetyResponsibilitiesDemonstrateAwarenessofOH&Spoliciesandproceduresandensureallprocedures