酒店管理考核 酒店前厅部各职岗新员工入职培训检核表.pdf

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1、NEWEMPLOYEETRAININGCHECKLISTFrontDesk-FONewemployee'sname新员工姓名：Division/Section部门：Position职位：Buddy'sname师傅姓名：Date日期Employee'sSignature员工签名HotelOrientation酒店入职培训DepartmentalOrientation部门入职培训Trainee'sTrainer'sPeriodDescriptionDateSignatureSignatureGroomingstandar

2、dandgreetings.(Jobdescription)化妆及问候(职位职责)Roomtypecodeandfeatures房型代码及特征RoomRateCategory房价种类ShowRoom展示房FrontOfficeterminology前厅部用语FrontOfficecourtesyEnglishsentence前厅部礼貌英语用语Theusageofaddressbyname称呼客人姓名HowtosendingPSB怎样发送PSBStandardtelephonecourtesy标准电话慰问SLCCtel

3、ephoneextensionlist香格里拉分机表1stweek-Transferringcalls转接电话-Handingthegeneralinquiryofguests处理客人询问-Handingconfidentialguestcalls处理保密客人电话-Leavingmessages(standardandfreeformat)留言-LeavingLocator留特殊说明PerformanceMonitor服务质量监测CourtesyCall慰问电话InRoomCheckIn房间内办理入住RoomInsp

4、ection查房Testingbymanager经理检查Weeklyreview&commentbybuddy&trainee周回顾与总结:Strength强项Weakness弱项1-10NEWEMPLOYEETRAININGCHECKLISTFrontDesk-FOTrainee'sTrainer'sPeriodDescriptionDateSignatureSignatureForm/VoucherIntroduction表格和礼券介绍HowtouseVingcardsystem怎样使用Vingcard系统Fil

5、eintroduction文件介绍Generalreport(Reportinstructionandprinting)一般报告(报告说明与打印)Creditcardtype信用卡类型EDCmachine/telephoneapprovalprocedure刷卡机/电话授权程序-Howtogetapprovalcode(EDCandPhone)获得授权码(刷卡机/电话)-Howtododirectsale直接作消费-Howtodooff-line作离线-Howtocancelsaleandoff-line.(CXLv

6、ouchercanNOTbethrownaway)取消消费和离线(取消卡单不能扔掉)-Howtousemanualcreditcardprinterandautomaticprinter手工书写卡单和自动打印卡单-HowtocheckGWandMU&GAcreditcard检查长城卡、牡丹卡、龙卡HowtoprintR/C打印临时入住登记表Registeringprocedure登记程序-HowtofillinR/C填写临时入住登记表-PassporttyperecognitionandhowtoregisterVi

7、saexpiredate2ndweek护照类型识别和登记威萨有效期-Howtofilluppaymentauthorizationform.(whichisatthebackofR/C)填写授权表(临时入住登记表后附)-Howtoimprintcreditcard打印信用卡Confirmrate&departuredate(time)withguest与客人确认房价和离店日期Namecardcollectionuponc/I办理入住登记时索取客人名片TravelAgentFITcheckin旅行团办理登记入住-Tra

8、velagentvoucher/fax团单/团队传真-Travelagenttelegramdraftcopy(TT)团队电报复印件-HandingAnasaziBooking处理Anasazi旅行社预订Dueoutroomchasingpolicy&procedure催待退房间的政策和程序-GC,VIP&Horizonroomsusually