深圳威尼斯皇冠假日酒店客户服务中心新员工入职培训手册

《深圳威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，更多相关内容在教育资源-天天文库。

1、深圳威尼斯皇冠假日酒店客户服务中心新员工入职培训手册-------GuestServiceCenter客户服务中心新员工入职培训手册TABLEOFCONTENTSPartOnePart1WelcomeLetterFromDirectorofRoomsPage03DepartmentalOrganizationChartPage04Part2JobdescriptionGSCManagerPage05GSCSupervisorPage06GSCShiftLeaderPage07GSCAgentPage08StandardOperatingProceduresTelephoneEtiquette

2、Page09HandlingWakeUpCallsPage15MakeAReservationPage18FaxMessageDeliveryPage22DoNotDisturbRequestPage26ConfidentialRequestPage27ScreenCallsPage28LuggageCollectionPage29GuestRequestItemsPage31RoomChangePage33MaintenanceRequestPage36MiniBarPostingPage38WeatherForecastPage40LongDistanceCallsbyHotelStaf

3、fPage41HandlingGuestComplaintbyPhonePage42HandlingLostFoundItemsPage45MedicalAssistancetoInHouseGuestPage48Part3PriorityClubRewardPage50Part4AcknowledgementletterbyemployeePage53DearteammemberFirstlyaverywarmwelcometotheCrownePlazaShenzhenaspartofFrontOfficeDepartmentOurkeytosuccessdependsverymucho

4、nyourpositiveattitudecreativeflairandeyetodetailsWearecommittedtodeveloppeoplethroughknowledgeenlargingskilltrainingandworkforcemotivationYourremarkablecontributioninFrontOfficeDepartmentwillbegreatlyappreciated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

5、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FRONTOFFICEORGANIZATIONCHARTJOBDESCRIPTIONJOBTITLEGuestServiceCenterManagerAREADEPARTMENTRoomsDivisionFrontOfficeGuestServiceCenterREPORTSTODORADORFOMAFOMPOSITIONSSUPERVISE

6、DGuestServiceCentersupervisorGuestServiceCentershiftleaderGuestServiceCenteragentJOBSCOPEManagesGuestServiceCenteroperationstoensuretoprovidehighestservicetoguestsKeepsmoothcommunicationwithconcernedsectionsanddepartmentsKeyResponsibilitiesMonitorday-to-dayoperationofGuestServiceCenterDirectlyrepor

7、ttoFrontOfficeManagerPerformanyassignmentsdelegatedbyFOMorAFOMGothroughGuestServiceCenterlogbookandhandoverbookforfollow-upactionanddelegatedaccordinglyMonitortheroomspecialarrangementforVIPsPCRmembersorind