尼斯皇冠假日酒店《客户服务中心新员工入职培训手册

《尼斯皇冠假日酒店《客户服务中心新员工入职培训手册》由会员上传分享，免费在线阅读，更多相关内容在行业资料-天天文库。

1、-------GuestServiceCenterTABLEOFCONTENTSPartOnePart1?WelcomeLetterFromDirectorofRoomsPage03?DepartmentalOrganizationChartPage04Part2?Jobdescription1GSCManagerPage051GSCSupervisorPage062GSCShiftLeaderPage073GSCAgentPage08?StandardOperatingProcedures5TelephoneEtiquettePage096Han

2、dlingWakeUpCallsPage157MakeAReservationPage188Fax/MessageDeliveryPage229DoNotDisturbRequestPage2610ConfidentialRequestPage2711ScreenCallsPage2812LuggageCollectionPage2913GuestRequestItemsPage3114RoomChangePage3315MaintenanceRequestPage3616MiniBarPostingPage3817WeatherForecastP

3、age4018LongDistanceCallsbyHotelStaffPage4119HandlingGuestComplaintbyPhonePage4220HandlingLost&FoundItemsPage4521MedicalAssistancetoInHouseGuestPage48Part3?PriorityClubRewardPage50Part4?AcknowledgementletterbyemployeePage53Dearteammember,Firstly,averywarmwelcometotheCrownePlaza

4、ShenzhenaspartofFrontOfficeDepartment.Ourkeytosuccessdependsverymuchonyourpositiveattitude,creativeflairandeyetodetails.Wearecommittedtodeveloppeoplethroughknowledgeenlarging,skilltrainingandworkforcemotivation.YourremarkablecontributioninFrontOfficeDepartmentwillbegreatlyappr

5、eciated.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FRONTOFFICEORGANIZATIONCHARTJOBDESCRIPTI

6、ONJOBTITLE:GuestServiceCenterManagerAREA/DEPARTMENT:RoomsDivision/FrontOffice/GuestServiceCenterREPORTSTO:DOR/ADOR/FOM/AFOMPOSITIONSSUPERVISED:GuestServiceCentersupervisor/GuestServiceCentershiftleader/GuestServiceCenteragentJOBSCOPE:ManagesGuestServiceCenteroperationstoensure

7、toprovidehighestservicetoguests.Keepsmoothcommunicationwithconcernedsectionsanddepartments.KeyResponsibilities·1Monitorday-to-dayoperationofGuestServiceCenter.·2DirectlyreporttoFrontOfficeManager.·3PerformanyassignmentsdelegatedbyFOMorAFOM.·4GothroughGuestServiceCenterlogbooka

8、ndhandoverbookforfollow-upactionanddelegatedaccordingly.·5Mon