《威尼斯皇冠假日酒店《礼宾部新员工入职培训手册》》.doc

Dear team member, Firstly, a very warm welcome 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. We are committed to develop people through knowledge enlarging, skill training and workforce motivation. Your remarkable contribution in Front Office Department will be greatly appreciated. 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。 I wish you a pleasant and fruitful working experience at Front Office Department. 祝愿您在这个团队里工作愉快，并获得宝贵的工作经历。 Yours truly, 此致 TABLE OF CONTENTS Part One Part 1 ?Welcome Letter From Director of Rooms Page 02 ?Departmental Organization Chart Page 04 Part 2 ? Job description Page05 ? Check List Page08 Part 3 ? Standard Operating Procedures Concierge Transportation Check List Page 16 Airport Pick up and send off handling Page 21 Room Changing Page 26 Check In and Check Out Luggage Procedure Page 28 Luggage Room and Storage Procedure Page 33 Newspaper Delivery Page 36 Guest’s Mail Parcel Package Page 39 Stacking of Luggage On Cart Page 41 Group Luggage Handling Page 43 Hold For Pick Up Page 45 Paging Service Page 47 Transportation Transportation Check List Page 16 Airport Pick up and send off handling Page 21 Driver’s Rule Page 49 Driver’s Expenses Page 52 Vehicle Mileage Page 53 Vehicle Maintenance Page 54 Part 4 ? Acknowledgement letter by employee Page 57 FRONT OFFICE ORGANIZATION CHART JOB DESCRIPTION 工作职责描述 Job Title : Concierge Supervisor 职位： 礼宾部主管 LOCATION: CROWNE PLAZA SHENZHEN 工作场所： 深圳威尼斯皇冠假日酒店 Department : Front Office 部门： 房务部/前厅部 Responsible to : Chief Concie