圳威尼斯皇冠假日酒店前台新员工入职培训手册

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1、FRONTDESK59Dearteammember,Firstly,averywarmwelcometotheCrownePlazaShenzhenaspartofFrontOfficeDepartment.Ourkeytosuccessdependsverymuchonyourpositiveattitude,creativeflairandeyetodetails.Wearecommittedtodeveloppeoplethroughknowledgeenlarging,skilltrainingandworkforcemotivati

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3、团队里工作愉快，并获得宝贵的工作经历。Yourstruly,此致59TABLEOFCONTENTSPartOnePart1ØWelcomeLetterFromDirectorofRoomsPage02ØDepartmentalOrganizationChartPage04Part2ØJobdescriptionPage05Part3ØStandardOperatingProcedureslRegisterFITPage09lCheckOutGuestPage12lGroupCheckInPage15lGroupCheckOutPage17lP

4、CREnrollmentPage18lMakeaReservationPage20lGroupInformationCheckPage23lFreeRoomUpgradePage25lHouseUseandComplimentaryRoomPage26lRoomChangePage27lExtraBedPage29lLateCheckOutPage30lExtensionPage32lCancellationPage34lIncognitoCall,ScreenCallandDoNotDisturbPage36lSleepOutPage38l

5、AuthorizationOfEntryToGuestRoomPage39lAdvanceDepositPage41lHandlingOfForeignCurrencyandCompanyCheckasDeposit.Page45lAccountInformationForCreditCardPage46lAccountInformationForDirectBillingPage47lAccountInformationTravelVoucherPage48lCashPaidOut,CashAdvanceandRebatePage50lCa

6、shFloatHandOverandControlPage53lDropSafePage54lContingencyReportPage55lComputerSystemDownProcedurePage56Part4ØAcknowledgementletterbyemployeePage5759FRONTOFFICEORGANIZATIONCHART5959KeyResponsibilities·Greetsallguestsatalltimesinafriendlyandhelpfulmannerandattemptstolearnand

7、useguest’snameateveryopportunity·Registersandroomsallarrivalsaccordingtoestablishedprocedures·Maintainsintimateknowledgeofdepartmentalstandardsandprocedures·Performscheckin,checkoutandroomchangeproceduresandensuresalldataareenteredcompletelyintothehotelsystemsinaccordancewi

8、threservation·Ensureconfidentialityofguestinformation·Maintainscashierfloatandensu