威尼斯皇冠假日酒店前厅服务标准培训课件

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1、FRONTDESK63Dearteammember,Firstly,averywarmwelcometotheCrownePlazaShenzhenaspartofFrontOfficeDepartment.Ourkeytosuccessdependsverymuchonyourpositiveattitude,creativeflairandeyetodetails.Wearecommittedtodeveloppeoplethroughknowledgeenlarging,skilltrainingandworkforcemotivation.Yourremark

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3、。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63TABLEOFCONTENTSPart1ØWelcomeLetterFromDirectorofRoomsPage02酽锕极額閉镇桧猪訣锥。ØDepartmentalOrganizationChartPage04彈贸摄尔霁毙攬砖卤庑。Part2ØJobdescriptionPage05Part3ØStandardOperatingProcedureslRegisterFITPage09lCheckOutGuestPage12lGroupCheckInPage15lGroupCheckOu

4、tPage17lPCREnrollmentPage18lMakeaReservationPage20lGroupInformationCheckPage23lFreeRoomUpgradePage25lHouseUseandComplimentaryRoomPage26lRoomChangePage27lExtraBedPage29lLateCheckOutPage30lExtensionPage32lCancellationPage34lIncognitoCall,ScreenCallandDoNotDisturbPage36謀荞抟箧飆鐸怼类蒋薔。lSleepOut

5、Page38lAuthorizationOfEntryToGuestRoomPage39lAdvanceDepositPage41lHandlingOfForeignCurrencyandCompanyCheckasDeposit.Page45lAccountInformationForCreditCardPage46lAccountInformationForDirectBillingPage47lAccountInformationTravelVoucherPage48lCashPaidOut,CashAdvanceandRebatePage50lCashFloa

6、tHandOverandControlPage53lDropSafePage5463lContingencyReportPage55lComputerSystemDownProcedurePage56Part4ØAcknowledgementletterbyemployeePage57FRONTOFFICEORGANIZATIONCHART636363KeyResponsibilities·Greetsallguestsatalltimesinafriendlyandhelpfulmannerandattemptstolearnanduseguest’snameate

7、veryopportunity·Registersandroomsallarrivalsaccordingtoestablishedprocedures·Maintainsintimateknowledgeofdepartmentalstandardsandprocedures·Performscheckin,checkoutandroomchangeproceduresandensuresalldataareenteredcompletelyintothehotelsystemsinaccordancewithreservation·Ensurec