酒店服务中心培训手册.doc

Guest Service Center TABLE OF CONTENTS Part One Part 1 (Welcome Letter From Director of Rooms Page 03 (Departmental Organization Chart Page 04 Part 2 ( Job description GSC Manager Page 05 GSC Supervisor Page 06 GSC Shift Leader Page 07 GSC Agent Page 08 ( Standard Operating Procedures Telephone Etiquette Page 09 Handling Wake Up Calls Page 15 Make A Reservation Page 18 Fax/Message Delivery Page 22 Do Not Disturb Request Page 26 Confidential Request Page 27 Screen Calls Page 28 Luggage Collection Page 29 Guest Request Items Page 31 Room Change Page 33 Maintenance Request Page 36 Mini Bar Posting Page 38 Weather Forecast Page 40 Long Distance Calls by Hotel Staff Page 41 Handling Guest Complaint by Phone Page 42 Handling Lost Found Items Page 45 Medical Assistance to In House Guest Page 48 Part 3 ( Priority Club Reward Page 50 Part 4 ( Acknowledgement letter by employee Page 53 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 FRONT OFFICE ORGANIZATION CHART JOB DESCRIPTION JOB TITLE: Guest Service Center Manager AREA/DEPARTMENT: Rooms Division / Front Office / Guest Service Center REPORTS TO: DOR