某某假日酒店客户服务中心新员工入职培训手册

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1、威尼斯皇冠假日酒店CrownePlazaShenzhen-------GuestServiceCenterPage58of58威尼斯皇冠假日酒店CrownePlazaShenzhenTABLEOFCONTENTSPartOnePart1ØWelcomeLetterFromDirectorofRoomsPage03ØDepartmentalOrganizationChartPage04Part2ØJobdescriptionlGSCManagerPage05lGSCSupervisorPage06lG

2、SCShiftLeaderPage07lGSCAgentPage08ØStandardOperatingProcedureslTelephoneEtiquettePage09lHandlingWakeUpCallsPage15lMakeAReservationPage18lFax/MessageDeliveryPage22lDoNotDisturbRequestPage26lConfidentialRequestPage27lScreenCallsPage28lLuggageCollectionPa

3、ge29lGuestRequestItemsPage31lRoomChangePage33lMaintenanceRequestPage36lMiniBarPostingPage38lWeatherForecastPage40lLongDistanceCallsbyHotelStaffPage41lHandlingGuestComplaintbyPhonePage42lHandlingLost&FoundItemsPage45lMedicalAssistancetoInHouseGuestPage4

4、8Part3ØPriorityClubRewardPage50Part4ØAcknowledgementletterbyemployeePage53Page58of58威尼斯皇冠假日酒店CrownePlazaShenzhenDearteammember,Firstly,averywarmwelcometotheCrownePlazaShenzhenaspartofFrontOfficeDepartment.Ourkeytosuccessdependsverymuchonyourpositiveatt

5、itude,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

6、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Page58of58威尼斯皇冠假日酒店CrownePlazaShenzhenFRONTOFFICEORGANIZATIONCHARTJOBDESCRI

7、PTIONJOBTITLE:GuestServiceCenterManagerAREA/DEPARTMENT:RoomsDivision/FrontOffice/GuestServiceCenterPage58of58威尼斯皇冠假日酒店CrownePlazaShenzhenREPORTSTO:DOR/ADOR/FOM/AFOMPOSITIONSSUPERVISED:GuestServiceCentersupervisor/GuestServiceCentershiftleader/GuestServ

8、iceCenteragentJOBSCOPE:ManagesGuestServiceCenteroperationstoensuretoprovidehighestservicetoguests.Keepsmoothcommunicationwithconcernedsectionsanddepartments.KeyResponsibilities·Monitorday-to-dayoperationofGuestServiceCenter.·Directlyrep