酒店客户服务中心新员工入职培训手册

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1、-------GuestServiceCenterTABLEOFCONTENTSPartOnePart1?WelcomeLetterFromDirectorofRoomsPage03?DepartmentalOrganizationChartPage04Part2?Jobdescription1GSCManagerPage051GSCSupervisorPage062GSCShiftLeaderPage073GSCAgentPage08?StandardOperatingProcedures5TelephoneE

2、tiquettePage096HandlingWakeUpCallsPage157MakeAReservationPage188Fax/MessageDeliveryPage229DoNotDisturbRequestPage2610ConfidentialRequestPage2711ScreenCallsPage2812LuggageCollectionPage2913GuestRequestItemsPage3114RoomChangePage3315MaintenanceRequestPage3616Mi

3、niBarPostingPage3817WeatherForecastPage4018LongDistanceCallsbyHotelStaffPage4119HandlingGuestComplaintbyPhonePage4220HandlingLost&FoundItemsPage4521MedicalAssistancetoInHouseGuestPage48Part3?PriorityClubRewardPage50Part4?AcknowledgementletterbyemployeePage53D

4、earteammember,Firstly,averywarmwelcometotheCrownePlazaShenzhenaspartofFrontOfficeDepartment.Ourkeytosuccessdependsverymuchonyourpositiveattitude,creativeflairandeyetodetails.Wearecommittedtodeveloppeoplethroughknowledgeenlarging,skilltrainingandworkforcemotiv

5、ation.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。IwishyouapleasantandfruitfulworkingexperienceatFrontOffic

6、eDepartment.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/AFOMPOSITIONSSUPERVISED:GuestServiceCentersupervis

7、or/GuestServiceCentershiftleader/GuestServiceCenteragentJOBSCOPE:ManagesGuestServiceCenteroperationstoensuretoprovidehighestservicetoguests.Keepsmoothcommunicationwithconcernedsectionsanddepartments.KeyResponsibilities·1Monitorday-to-dayoperationofGuestServic

8、eCenter.·2DirectlyreporttoFrontOfficeManager.·3PerformanyassignmentsdelegatedbyFOMorAFOM.·4GothroughGuestServiceCenterlogbookandhandoverbookforfollow-upactionanddelegatedaccordingly.·5Mon