新員工入職培訓手冊英文版

1、CROWNE PLAZASHENZHEN深圳威尼斯皇冠假日酒店FRONT DESK點臺新員工人歐格創(chuàng)手卅CROWNE PLAZASHENZHEN深圳威尼斯皇冠假日酒店Dear team member,Firstly, a very warmwelcome to the Crowne Plaza Shenzhen as part of Front Office Department. Our key to success depends very much on your positive attitude, creative flair and eye to details. Weare co

2、mmitted to develop people through knowledge enlarging, skill training and workforce motivation. Your remarkable contribution in Front Office Department will be greatly appreciated.真誠歡迎您加入深圳威尼斯皇冠假日酒店， 成為酒店前廳部的成員。你們積極的 工作態(tài)度，創(chuàng)造性的思維及細致周到的服務， 將是我們取得成功的關鍵因素。 我 們激勵員工通過不斷的學習和培訓， 來豐富專業(yè)知識，改善服務技巧，提高勞動 生產(chǎn)力，最終取得

3、整體前廳部的成功。I wish you a pleasant and fruitful working experience at Front Office Department.祝愿您在這個團隊里工作愉快，并獲得寶貴的工作經(jīng)歷。Yours truly,此致Page 02Page 04Page05Page 09Page 12Page 15Page 17Page 18Page 20Page 23Page 25Page 26Page 27Page 29Page 30Page 32Page 34Page 36Page 38Page 39Page 41Page 45Page 46Page 47Page

4、 48Page 50Page 53Page 54Page 55Page 56TABLE OF CONTENTSPart OnePart 1 ?Welcome Letter From Director of Rooms ?Departmental Organization Chart Part 2 ? Job description Part 3 ? Standard Operating ProceduresRegister F I T Check Out Guest Group Check In Group Check Out PCR Enrollment Make a Reservation

5、 Group Information Check Free Room UpgradeHouse Use and Complimentary Room Room Change Extra BedLate Check Out Extension CancellationIncognito Call, Screen Call and Do Not Disturb Sleep OutAuthorization Of Entry To Guest Room Advance DepositHandling Of Foreign Currency and Company Check as Deposit.A

6、ccount Information For Credit Card Account Information For Direct Billing Account Information Travel Voucher Cash Paid Out, Cash Advance and Rebate Cash Float Hand Over and Control Drop Safe Contingency ReportComputer System Down ProcedurePage 57Part 4? Acknowledgement letter by employeeAsst. Manage

7、r大堂副理Mr. Oliver ZhaoMr. Steven WangMs. Betty ZhaoMr. Johnson Zhu4Chief Concierge禮賓司Mr. David Yang1Senior Supervisor 禮賓部高級主管1Concierge Supervise禮賓部主管1Bellman & Door girl 行李生&門童15CROWNE PLAZASHENZHEN深圳威尼斯皇冠假日酒店FRONT OFFICE ORGANIZATION CHARTFOM前廳部經(jīng)理1Asst.FOM前廳部副經(jīng)理1Senior Supervisor車隊高級主管1Asst.

8、 Supervisor禮賓部副主管2Driver司機10CROWNE PLAZA5HENZHEN深圳威尼斯皇冠假日酒店JOB TITLE:AREA/DEPARTMENT:REPORTS TO:POSITIONS SUPERVISED:JOB SCOPE:JOB DESCRIPTIONFront Desk AgentRooms Division / Front OfficeFront Desk Supervisor / Reception ManagerNilUnder the general direction of the Reception Manager or his / her del

9、egate and within the limits of established InterContinental Hotels Group brand and local policies and procedures, responsible for all activities relevant to the Front Desk such as the reception, check in / out, rooming of all Hotel guests, foreign exchange, responsible for accounting and collection

10、of all revenues and monies, assists them with inquiries. Promotes the desired work culture around the five core values of Trust, Integrity, Respect, One Team and Service of the InterContinental Hotels Group and the brand ethos.TESTIMONIAL : I have read and received a copy of the description and full

11、y understand that violation of any of the stated responsibilities and duties is grounded for disciplinary action.Signature:Date:Key ResponsibilitiesGreets all guests at all times in a friendly and helpful manner and attempts to learn and use guest ' s name at every opportunityRegisters and rooms

12、 all arrivals according to established proceduresMaintains intimate knowledge of departmental standards and proceduresPerforms check in, check out and room change procedures and ensures all data are entered completely into the hotel systems in accordance with reservationEnsure confidentiality of gue

13、st informationMaintains cashier float and ensures accurate daily report of all money receivedCashes hotel guest ' s personal and travelers checks and assists with currency exchangeKeeps abreast of all modifications to accounting policies and proceduresKnowledgeable of all special promotion proce

14、dures, for programs such as: Seasonal Packages, Frequent Flyers Programs, and also Priority Club Rewards programs.Attends to guest ' s complaints, inquiries and requests, referees problems to supervisor/Reception Manager if he/she unable to assistIs familiar with other Intercontinental Hotels an

15、d Resorts so that guest indicating any next destination on the registration card can be"sold " an onward booking to anotherInterContinental HotelsDoes everything possible to ensure that the guests depart the hotel with a positive impression of hotel servicePerforms the audit balances and p

16、repares all works for audit in an orderly fashionWhenon night shift, checks night report and prepares the morning report; ensures workings of functions are put on notice board accordinglyMaintains comprehensive knowledge of standard reservation procedures including how to read telex, e-mail, message

17、s, and how to interpret availability sources within the reservation systemsMaintains exemplary deportment standards of behavior and appearance and attitude as expected in a IHG BrandTakes personal interest and pride to ensure that the front desk work area is kept clean and in an orderly state at all

18、 timesEndeavors to maintain the high standards of the hotel with particular regard to the importance of Priority Club Rewards Program member and other VIP ' s and with reference to hotel and to be a health or safety hazardOccupational Health and Safety Responsibilities? Demonstrate Awareness of

19、OH&S policies and procedures and ensure all procedures are conducted safely and within OH&S guidelines? Be aware of duty of care and adhere to occupational, health and safety legislation, policies and procedures? Be familiar with property safety, first aid and fire and emergency procedures a

20、nd operate equipment safely and sensibly? Initiate action to correct a hazardous situation and notify supervisors of potential dangers? Log security incidents and accidents in accordance with hotel requirementsKey CompetenciesKey TasksTakingResponsibility? Strive for constant improvement and take re

21、sponsibility for your own performance? Adhere to InterContinentalHotel Group Corporate Code ofConduct? Adhere to Hotel Handbook and general policies and procedures? Adhere to Front Desk Policies and Procedures? Report problems to Management with suggestions for resolutionUnderstanding My Job? Clarif

22、ies own job responsibilitiesand looks for opportunitiesthat will increase skills and job knowledge? Understands how their role fits with others and contributes to the success of business?Understands the hotel' s facilities, products and services?Provides informationwhen requested and promotes ho

23、tel ' sservices, facilities and special events? Implements section procedures and policies as neededCustomer Focus? Build and maintain positive relationships with all internal customers and guests in order to anticipate their needs? Anticipate guest needs, handle guest enquires, and solve proble

24、ms? Create a positive hotel image in every interaction with internal and external customers? Adhere to hotel brand standards? Maintain a high level of product and service knowledge in order to explain and sell services and facilities to guests? Assist guests and escort them to locations within the h

25、otelattheir request? Maintain knowledge of special programs and events in the hotel in order to recognize and respond to guests needs? Maintain current Hotel information to be able to provide information to guestsTeamwork? Demonstrate co-operationand trustwith colleagues,supervisors, teams and acros

26、s departments? Communicate well to ensure effective shift hand-over? Actively participate in organized meetings? Interactwith department and hotel staff in a professionalandpositivemanner to foster good rapport, promote team spiritandensure effective two way communicationAdaptability? Be open to new

27、 ideas and make changes in the job and routine as required? Work in line with business requirements? Complete tasks as directed by ManagementDeveloping Self? Develop/update skills and knowledge (internally or externally) to reflect changed technology or changed work requirements? Seek feedback on ar

28、eas of shortfall? Maximize opportunities for self developmentReliability? Ensure that your work quality meets the standards required and complete tasks in a timely and thorough manner with minimum supervision? Follow standards, policies and procedures? Meet hotel attendance and grooming standardsCul

29、tural Awareness? Work effectively with customers and colleagues from different viewpoints, cultures and countriesReplacement and Temporary Mission? To be flexible and willing while asking to face in any area that needs to be helped in an emergency or difficult circumstances as assigned or required b

30、y management.? To be ready and responsible to perform any other duties as designated or required by management from time to time.Notice? This is a hotel business and a friendly service atmosphere must be projected at all the times.? Management reserves the right to make changes to this description a

31、t its sole direction without advance notice.SUBJECT : REGISTER FITWhen the guest approach FD counter, the following checking in procedure should be processed.當客人來到前臺時，根據(jù)以下程序登記入住。1. Staff makes eye contact when guest approaches counter.在客人靠近前臺時，應與客人有目光接觸。2. Guest is warmly greeted at the counter with

32、 your smile and pleasant expressions.“ Good Morning/afternoon/evening, Sir.”微笑并熱情禮貌地問候客人?！霸缟虾谩⑾挛绾?、晚上好，先生。 ”3. Ask for passport or ID for registration.“ May I have your passport or ID for registration?”向客人索取護照或身份證進行登記?！奥闊┠鍪咀o照或身份證登記一下，好嗎？”4. Guest name is used during the registration.(Once you know g

33、uest surname from passport and ID, you must use the guest name throughout.) 整個入住登記過程中都要稱呼客人姓名。(一旦你從客人護照或身份證上取得客人姓氏后，必須稱呼客人姓氏。 )5. Retrieve guest booking.Ask the guest “Mr., is this your first time to stay in our hotel?”If not, you should say“Welcome back! Mr. ”If yes, you should say“Welcome to the C

34、rowne Plaza Hotel Shenzhen! Mr.在系統(tǒng)里找出客人的預定。詢問客人“ XXX先生，這是您第一次入住我們酒店嗎？ ” 如果回答否，你應說：“歡迎您回來，XXX先生。” 如果回答是，你應說：“歡迎入住深圳威尼斯皇冠假日酒店，XXX先生?！?. PCR enrollment.“Are you our Priority Club member, Mr. ?”If yes, put guest number in system.If not, enroll guest to be a member.優(yōu)選俱樂部會員招募?！澳俏覀儍?yōu)選俱樂部會員嗎，XXX先生?如是，將客人的會員

35、號碼記入電腦系統(tǒng)。如否，鼓勵客人加入。7. Check AddRemarks if any mail or message is being held for the guest.檢查備注是否有留言或給客人的郵件。8. Confirm reservation details.“ Mr., you will be staying with us for XX nights, c/o on XXX?“You booked our non - smoking deluxe room with one king size bed.(If the occupancy is not high)“ You

36、prefer smoking or non- smoking?”“ King bed or twin? ”與客人確認預定細節(jié)。“XXX先生，您將入住 XX晚，XX號退房，是嗎？”“您訂的是豪華房，不吸煙，一張大床，對嗎？”(在入住率不高的情況下)“您需要吸煙還是不吸煙的房間？”“一張大床還是兩張床呢？”9. Assign the room.Assign the room according to guest preference in special service.Always give options, if you cannot offer the room that guest pre

37、fer.Do not forget to up sell the rooms and packages.分房。根據(jù)客人喜好分配房間。在你無法滿足客人需要時，盡量給客人提供選擇。別忘了推銷更高一級的房間和套餐服務。10. Print out registration card.If it s the first time that the guest stays with us, obtain business card from guest by saying “Mr., may I have your business card? Then I can fill in theregist r

38、ation card for you. I only need your signature here.”If guest is return guest, you should say “ May I have your signature please,Mr.?”打印入住登記卡。如果客人是第一次入住酒店，嘗試向客人索取名片“ XXX 先生，可以給我一張您的名片嗎？那么我就可以幫您填寫登記卡，您只需簽個名就可以了。 ”如果客人是回頭客，你應說“請在這簽名。 ”11. Ask for deposit.Mr. how would you like to settle your bill?(If

39、settled by credit card)May I have your credit card, please?（If settled by cash）“ I need XXX for deposit, Mr.”“Mr., this is the receipt of your deposit, please keep it and return to usupon checking out. ”索取押金。“XXX先生，退房時您選擇用怎樣的方式結帳呢？ ”（如果用信用卡）“可以用一下您的信用卡嗎？”（如果用現(xiàn)金）“我需要XX錢作押金，XXX先生?！薄癤XX先生，這是您的押金條，請收好并在

40、退房時交還給我們?！?2. Confirm c/o time with guest.“Mr., what time will you be checking out on XXX? ”確認退房時間?！癤XX先生，請問您 XX號準備幾點退房呢？ ”13. Present key holder to the guest.“ Mr., your room is on XX floor, non-smoking and king bedded! This is your roomrate （use your hand to point out） , plus 15% service charge. B

41、reakfast is inclusivein our coffee shop （use your hand to show the guest where is the coffee shop）from6:30 to 10:30.”“ The rate is for accommodation only. But for your information, our coffee shopserves American Breakfast from 6:30 to 10:30.”將房卡給客人?！癤XX先生，您的房間在XX樓，非吸煙大床房。您的房價在這（用手指出），加15%的服務費，包含咖啡廳早

42、餐（用手指示咖啡廳位置） ，從 6:30 到 10:30 ?！薄胺績r沒有包含早餐，但酒店咖啡廳提供美式早餐，從 6:30 到 10:30 ?！?4. Wish guest would have a pleasant stay.“Thank you, Mr., my colleague XXX will show you the room. Enjoy your stay. ”（If guest has no luggage）“Thank you, Mr., elevator is over there. Enjoy your stay.”預祝客人入住愉快。“謝謝您，XXX先生，我的同事 XXX

43、會送您到房間。入住愉快?！保ㄈ缈腿藷o行李。 ）謝謝謝您，XXX先生，電梯在那邊，入住愉快。 ”SUBJECT : CHECK OUT GUESTWhen the guest approach FD counter to check out, the following procedure should be processed.當客人來到前臺退房，根據(jù)以下操作程序進行。1. Greet guest.“ Good morning/afternoon, Sir/Madame. Checking out? ” 問候客人?！霸缟虾?，下午好，先生，小姐。退房嗎？”2. If answer is yes.

44、“ May I have your room number please? And may I have your room key back? ” (Once know guest s name, please address guest by surname.) 如答是?！罢垎柲姆刻?？我可以收回房卡嗎？”(一旦從系統(tǒng)中得知客人的姓名，要稱呼客人的姓氏。 )3. Ask mini bar consumption.“Mr., is there any last minute consumption from mini bar since last night? ”詢問迷你吧消費?！癤XX先生

45、，從昨晚到現(xiàn)在有迷你吧消費嗎？ ”4. Present bill to guest.“Mr., this is your bill, please double check. If it is correct, may I haveyour signature here please? ”(Show the guest the place to sign.) 向客人出示帳單。“XXX先生，這是您的帳單，請確認。如果沒有問題，請在這簽名?！?給客人指出簽名位置。 )5. PCR program(If you notice the guest is not a PCRmember, introdu

46、ce the program and enroll guest.) “Mr., would you like to join our Priority Club? It is a Frequent TravelerProgram worldwide. Once you are our member, if you spend 1 US dollar in the hotel, you may get 10 points or 2.5 miles. It is totally free and no black out date. I only need your business card f

47、or enrollment. ” 優(yōu)選俱樂部會員計劃。(如發(fā)現(xiàn)客人仍未是優(yōu)選俱樂部會員，向他介紹這項計劃并邀請加入。 )“XXX先生，您希望加入我們的優(yōu)選俱樂部嗎？這是洲際酒店集團全球性的?？陀媱?。您一旦成為我們的會員，您在酒店每消費一美元，便可獲得 10 個積分或 2.5 個飛行里程。這項計劃完全是免費加入的且無限期。您只要給我一張您的名片便可加入了。 ”6. Ask for payment.“ Will you use the same credit card to settle your bill?”or “Will you use cash to settle your bill?”

48、(I should refund XXX to you.)結帳。“請問您還是用同一張信用卡結帳嗎？”或“請問您是用現(xiàn)金結帳嗎？” (我要退回 XX 錢給您。 )7. Safety box.“ Is your safety box empty in your room? ”“ Please make sure everything is with you. ”保險柜?！罢垎柲块g的保險柜還有任何東西嗎？”“請拿好隨生物品。 ”8. Ask guest staying experience.“How was your stay with us, Mr.?”(If answer is positiv

49、e.)“Thank you, Mr. So when will you be back? ”(If guest tells you he/she has the reservation with us for his/her next visit,retrieve the reservation and give guest confirmation number.)(If guest will be back and no reservation, make one for him and give confirmation number.)(If guest tells you he/sh

50、e is going to another city, check with guest whether he/she need us to book oursister hotel in that city, and take action accordingly.)“ Would you like me to book our sister hotel in Shanghai for you?”詢問客人入住經(jīng)驗?！白〉眠€好嗎，XXX先生？ ”(如果回答是肯定的。 )“謝謝您，XXX先生。那么您什么時候再次光顧呢？ ”(如客人說已經(jīng)做好了下次的預定，找出預定并告知確認號碼。 )(如客人尚未預

51、定，為他預定并告知確認號。 )如客人說他要到別的城市，問客人是否需要幫他預定我們的姐妹酒店。 “請問您是否需要我?guī)湍谏虾ｎA定我們的姐妹酒店呢？”(If answer is negative.)“ Thank you to let us know. I will tell my manager personally. Sorry about anyinconvenience caused to you. ”(如回答是否定的。 )“謝謝您通知我們，我將告訴我的經(jīng)理，非常抱歉給您造成的不便。9. Pass bill to guest.If guest needs Fa Piao, then put

52、 Fa Piao and guest bill in Thank You envelop, giveto guest with both hands.將帳單給客人。如客人需要發(fā)票，將帳單及發(fā)票一起放入信封，雙手遞給客人。10. Ask the guest if he needs bell service for his luggage and transportation.“ Mr. , shall I call a bell boy to collectyour luggage? Would you like me toarrange transportation for you?”詢問客人

53、是否需要我們的行李生幫他拿行李及訂車?！癤XX先生，需要幫您拿行李嗎？需要幫您安排車嗎？ ”11. Introduce yourself to guest.“I am , if you need any help in the future, you may contact me or my colleagues.We will be happy to s erve you. ”介紹自己。“我是XXX以后有需要，您可以聯(lián)系我或我的同事，我們將很樂意為您提供服務?！?2. Bid farewell to guest.“Thank you for staying with us, Mr. Hope

54、 to see you soon.”“ Have a nice day! ” ,“ Have a nice trip home! ” , or “ Have a safe trip! ”告別客人?！案兄x您入住我們酒店，XXX先生。希望您再來?！薄白Ｄ淇臁?” ， “旅途愉快。 ”或“預祝您有個安全的旅程。 ”SUBJEC T: GROUPCHECKIN1. Find out group resume from file. Read it carefully, especially guests information, ETA, check-in arrangement and billin

55、g instruction.從文件夾中提取團隊資料。仔細閱讀，特別是客人信息，到達時間，入住安排和結帳方式。2. Open group master folio, double check charge routine according to billing instruction.打開團隊 MASTER FOLIO根據(jù)結帳方式再次確認MASTERFOLIO的收費路徑3. Pre-block rooms and inform HSKP to clean up as soon as possible.預先安排房間，通知客房部盡快打掃。4. Prepare keys for vacant roo

56、ms (Note: do not prepare keys for occupied rooms to avoid double check in). Print out group arrival summary report (Note: rooms in total and rate must be on report) and keep it with room keys.準備空房的房卡。（注意：不可以準備被占用房間的，以防止雙重入住）。打印團隊到達報 告（注意：報告中應有全部房間數(shù)及房價），并和房卡放在一起。5. Group room status should be monitored regularly to ensure all rooms are ready before group arrival.時刻留意房態(tài)，確保在團隊到達前所有房間處于可賣狀態(tài)。6. Name list with passport and visa number or ID number should be provided by travelagent or company in advance. If we don t have, when group arrives, obtain it from