深圳威尼斯皇冠假日酒店前台新员工入职培训手册.doc

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1、FRONTDESKDearteammember,Firstly,averywarmwelcometotheCrownePlazaShenzhenaspartofFrontOfficeDepartment.Ourkeytosuccessdependsverymuchonyourpositiveattitude,creativeflairandeyetodetails.Wearecommittedtodeveloppeoplethroughknowledgeenlarging,skilltrainingandworkforcemo

2、tivation.YourremarkablecontributioninFrontOfficeDepartmentwillbegreatlyappreciated.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。IwishyouapleasantandfruitfulworkingexperienceatFrontOfficeDep

3、artment.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TABLEOFCONTENTSPartOnePart1ØWelcomeLetterFromDirectorofRoomsPage02ØDepartmentalOrganizationChartPage04Part2ØJobdescriptionPage05Part3ØStandardOperatingProcedureslRegisterFITPage09lCheckOutGuestPage12lGroupCheckInPage15lG

4、roupCheckOutPage17lPCREnrollmentPage18lMakeaReservationPage20lGroupInformationCheckPage23lFreeRoomUpgradePage25lHouseUseandComplimentaryRoomPage26lRoomChangePage27lExtraBedPage29lLateCheckOutPage30lExtensionPage32lCancellationPage34lIncognitoCall,ScreenCallandDoNotD

5、isturbPage36lSleepOutPage38lAuthorizationOfEntryToGuestRoomPage39lAdvanceDepositPage41lHandlingOfForeignCurrencyandCompanyCheckasDeposit.Page45lAccountInformationForCreditCardPage46lAccountInformationForDirectBillingPage47lAccountInformationTravelVoucherPage48lCashP

6、aidOut,CashAdvanceandRebatePage50lCashFloatHandOverandControlPage53lDropSafePage54lContingencyReportPage55lComputerSystemDownProcedurePage56Part4ØAcknowledgementletterbyemployeePage57FRONTOFFICEORGANIZATIONCHARTKeyResponsibilities·Greetsallguestsatalltimesinafriendl

7、yandhelpfulmannerandattemptstolearnanduseguest’snameateveryopportunity·Registersandroomsallarrivalsaccordingtoestablishedprocedures·Maintainsintimateknowledgeofdepartmentalstandardsandprocedures·Performscheckin,checkoutandroomchangeproceduresandensuresalldataareente

8、redcompletelyintothehotelsystemsinaccordancewithreservation·Ensureconfidentialityofguestinformation·Maintainscashierfloatandensuresaccurat