【前台接待培训】-深圳威尼斯皇冠假日酒店前台新员工入职培训手册

《【前台接待培训】-深圳威尼斯皇冠假日酒店前台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、FRONTDESK59Dearteammember,Firstly,averywarmwelcometotheCrownePlazaShenzhenaspartofFrontOfficeDepartment.Ourkeytosuccessdependsverymuchonyourpositiveattitude,creativeflairandeyetodetails.Wearecommittedtodeveloppeoplethroughknowledgeenlarging,skilltrainingandworkforcemotivation.Yourremarkable

2、contributioninFrontOfficeDepartmentwillbegreatlyappreciated.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59

3、TABLEOFCONTENTSPartOnePart1ØWelcomeLetterFromDirectorofRoomsPage02ØDepartmentalOrganizationChartPage04Part2ØJobdescriptionPage05Part3ØStandardOperatingProcedureslRegisterFITPage09lCheckOutGuestPage12lGroupCheckInPage15lGroupCheckOutPage17lPCREnrollmentPage18lMakeaReservationPage20lGroupInfo

4、rmationCheckPage23lFreeRoomUpgradePage25lHouseUseandComplimentaryRoomPage26lRoomChangePage27lExtraBedPage29lLateCheckOutPage30lExtensionPage32lCancellationPage34lIncognitoCall,ScreenCallandDoNotDisturbPage36lSleepOutPage38lAuthorizationOfEntryToGuestRoomPage39lAdvanceDepositPage41lHandlingO

5、fForeignCurrencyandCompanyCheckasDeposit.Page45lAccountInformationForCreditCardPage46lAccountInformationForDirectBillingPage47lAccountInformationTravelVoucherPage48lCashPaidOut,CashAdvanceandRebatePage50lCashFloatHandOverandControlPage53lDropSafePage54lContingencyReportPage55lComputerSystem

6、DownProcedurePage56Part4ØAcknowledgementletterbyemployeePage5759FRONTOFFICEORGANIZATIONCHART5959KeyResponsibilities·Greetsallguestsatalltimesinafriendlyandhelpfulmannerandattemptstolearnanduseguest’snameateveryopportunity·Registersandroomsallarrivalsaccordingtoestablishedprocedures·Maintain

7、sintimateknowledgeofdepartmentalstandardsandprocedures·Performscheckin,checkoutandroomchangeproceduresandensuresalldataareenteredcompletelyintothehotelsystemsinaccordancewithreservation·Ensureconfidentialityofguestinformation·Maintainscashierfloatandensu