假日酒店前员入职培训册.pdfVIP

FRONT DESK 1 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 2 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 Part 3 Standard Operating Procedures l Register F I T Page 09 l Check Out Guest Page 12 l Group Check In Page 15 l Group Check Out Page 17 l PCR Enrollment Page 18 l Make a Reservation Page 20 l Group Information Check Page 23 l Free Room Upgrade Page 25 l House Use and Complimentary Room Page 26 l Room Change Page 27 l Extra Bed Page 29 l Late Check Out