威尼斯皇冠假日酒店《客户服务中心新员工入职培训手册.doc

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1、-------GuestServiceCenterTABLEOFCONTENTSPartOnePart1WelcomeLetterFromDirectorofRoomsPage03DepartmentalOrganizationChartPage04Part2Jobdescription1GSCManagerPage052GSCSupervisorPage063GSCShiftLeaderPage074GSCAgentPage08StandardOperatingProcedures5TelephoneEtiquet

2、tePage096HandlingWakeUpCallsPage157MakeAReservationPage188Fax/MessageDeliveryPage229DoNotDisturbRequestPage2610ConfidentialRequestPage2711ScreenCallsPage2812LuggageCollectionPage2913GuestRequestItemsPage3114RoomChangePage3315MaintenanceRequestPage3616MiniBarPosting

3、Page3817WeatherForecastPage4018LongDistanceCallsbyHotelStaffPage4119HandlingGuestComplaintbyPhonePage4220HandlingLost&FoundItemsPage4521MedicalAssistancetoInHouseGuestPage48Part3PriorityClubRewardPage50Part4AcknowledgementletterbyemployeePage53Dearteammember,Firs

4、tly,averywarmwelcometotheCrownePlazaShenzhenaspartofFrontOfficeDepartment.Ourkeytosuccessdependsverymuchonyourpositiveattitude,creativeflairandeyetodetails.Wearecommittedtodeveloppeoplethroughknowledgeenlarging,skilltrainingandworkforcemotivation.Yourremarkablecont

5、ributioninFrontOfficeDepartmentwillbegreatlyappreciated.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

6、贵的工作经历。Yourstruly,此致FRONTOFFICEORGANIZATIONCHARTFOM前厅部经理1Asst.FOM前厅部副经理1Asst.ManagerCPCManagerReceptionManagerGuestServiceCenterManagerChiefConcierge大堂副理行政楼层经理接待经理客户服务中心经理礼宾司Mr.OliverZhaoMr.LeeKwanTaeMs.AnnieCaiMs.SandraHuangMr.DavidYangMr.StevenWang1111Ms.BettyZha

7、oMr.JohnsonZhu4FDSeniorSupervisorSeniorSupervisorSeniorSupervisor高级接待主管礼宾部高级主管车队高级主管111GROSupervisorBCSupervisorGSCSupervisorConciergeSupervisor客户关系主管商务中心主管客户服务中心主管礼宾部主管1111SeniorGROFDAsst.SupervisorBCAsst.SupervisorGSCAsst.SupervisorAsst.Supervisor高级客户关系主任接待副主管商务中

8、心副主管客户服务中心副主管礼宾部副主管22132GROFDAgentBCClerkGSCClerkBellman&DoorgirlDriver客户关系主任接待员商务中心文员客户服务中心文员行李生&门童司机10122101510JOBDESCRIPTIONJOBTITLE:GuestServ