酒店管理会所 酒店万豪集团RENAISSANCEe管家作业.pdf

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1、ShortTakes15-MinuteTrainingChoreographySheetINTRODUCETOPICStatetopicandfocusTOPICReviewhowtohandlevoluntaryandinvoluntarywalksFOCUSOBJECTIVEOncethisShortTakesSessionisover,associatewillbeableto…Letourcheckinprocessmoreaccuratelyandsmoothly.2MinPRESENTDemonstratedesiredpe

2、rformance,describeprocessinvolvedandsharetheinformation.1.4PRACTICEAssociateshavetoopportunitymodelperformance.Associateparticipate/askquestions.MinAssociateparticipate/askquestionsRECAPLEARNINGDiscusshowtheycanapplytrainingonthejob.Ask:1.Whatdidyoulearn?2.Howcanyouapply

3、whatyoulearnedtoyourjob?3.Howwillthisaffectcustomerservice?4.Whatisonethingyouwoulddodifferently?4MinAdditionalquestions:Thanksforyourparticipant!PreparedBy:__________________Date:__________________RenaissanceSuzhouHotelLOCALSTANDARDOPERATIONPROCEDURESSubject:FrontOffice

4、TerminologyEffectiveDate:January01,2005PolicyNo:FO-FD-01Issuedby:DORPages:1of8Approvedby:GeneralManagerObjectiveToensureFrontOfficeassociateshavingabetterunderstandingabouttheFrontofficeTerminologyforeasyoperation.PolicyItispolicyoftheRenaissanceSuzhouHotelthatallFrontOf

5、ficeassociatescanidentifyandarefamiliarwiththeFrontOfficeTerminology.ProceduresADJOININGROOMS:Twoseparateroomswithacommonwall.ADVANCEDEPOSIT:Paymentinadvanceonanaccountinordertoassurearoombeingheldafter6:00pmandguaranteereservation.ThisisnottobeconfusedwithaPIA.ASAP:AsSo

6、onAsPossibleAVAILABILITY:Denotesaconditionalstatusofrooms.“Spaceavailable”meansaroomcanbeobtainedthroughreservationsorregistration.BACKTOBACK:Thisiswhenonegroupisbroughtintothehoteljustasanothergroupisreadytodepart.BANK:Moneyfromwhichthecashiermakeschange,casheschecksetc

7、.Thebankisalwayscompiledbeforethedepositandmustalwaysequalaspecificamount.BLOCKED:Areservationforwhichaspecificroomhasbeenreserved.BUCKETCHECK:Verificationthatinformationonregistrationcardsisidenticaltoinformationofthecomputer.RenaissanceSuzhouHotelLOCALSTANDARDOPERATION

8、PROCEDURESSubject:FrontOfficeTerminologyPages:2of8PolicyNo:FO-FD-01CALLACCOUNTING:Computersystemthattra