威尼斯假日酒店客户服务中心新员工入职培训手册

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1、威尼斯假日酒店客户服务中心新员工入职培训手册-------GuestServiceCenterTABLEOFCONTENTSPartOnePart1WelcomeLetterFromDirectorofRoomsPage03DepartmentalOrganizationChartPage04Part2JobdescriptionGSCManagerPage05GSCSupervisorPage06GSCShiftLeaderPage07GSCAgentPage08StandardOperatin

2、gProceduresTelephoneEtiquettePage09HandlingWakeUpCallsPage15MakeAReservationPage18Fax/MessageDeliveryPage22DoNotDisturbRequestPage26ConfidentialRequestPage27ScreenCallsPage28LuggageCollectionPage29GuestRequestItemsPage31RoomChangePage33MaintenanceRequ

3、estPage36MiniBarPostingPage38WeatherForecastPage40LongDistanceCallsbyHotelStaffPage41HandlingGuestComplaintbyPhonePage42HandlingLost&FoundItemsPage45MedicalAssistancetoInHouseGuestPage48Part3PriorityClubRewardPage50Part4Acknowledgementletterbyemployee

4、Page53Dearteammember,Firstly,averywarmwelcometotheCrownePlazaShenzhenaspartofFrontOfficeDepartment.Ourkeytosuccessdependsverymuchonyourpositiveattitude,creativeflairandeyetodetails.Wearecommittedtodeveloppeoplethroughknowledgeenlarging,skilltrainingan

5、dworkforcemotivation.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。Iwishyouapleasantandfruitfulworkin

6、gexperienceatFrontOfficeDepartment.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FRONTOFFICEORGANIZATIONCHARTJOBDESCRIPTIONJOBTITLE:GuestServiceCenterManagerAREA/DEPARTMENT:RoomsDivision/FrontOffice/GuestServiceCenterREPORTSTO:DOR/ADOR/FOM/AFOMPOSITIONSSUPERV

7、ISED:GuestServiceCentersupervisor/GuestServiceCentershiftleader/GuestServiceCenteragentJOBSCOPE:ManagesGuestServiceCenteroperationstoensuretoprovidehighestservicetoguests.KeepsmoothcommunicationwithconcernedsectionsanddepartmentsKeyResponsibilitiesMon

8、itorday-to-dayoperationofGuestServiceCenter.DirectlyreporttoFrontOfficeManager.PerformanyassignmentsdelegatedbyFOMorAFOM.GothroughGuestServiceCenterlogbookandhandoverbookforfollow-upactionanddelegatedaccordingly.Monitortheroomspecialarrangemen