威尼斯皇冠假日酒店《商务中心新员工入职培训手册》中英文对照((doc

1、最新 精品 Word 欢迎下载 可修改 - Business CenterTABLE OF CONTENTSPart OnePart 1Welcome Letter From Director of Rooms Page 03Departmental Organization Chart Page 04Part 2 BC Vision &Mission Page05 BC Tariff Page06 Job Descriptionl BC SupervisorPage 07l BC ClerkPage 11 Standard Operating Proceduresl Outgoing fax

2、 Page 13l Photocopy Service Page 15l Typing Service Page 18l Lamination Service Page 20l Binding ServicePage 22l Translation ServicePage 24l Express Service Page 27l Equipment Rental Service Page 30l Inter-net Service Page 33l E-mail Service Page 35l Telephone Service Page 36l Bus Ticket Service Pag

3、e 38l Ferry Ticket Service Page 41l Confirm & Change air ticket Page 43l Duty Description Page 45Part 3 Priority Club Reward Page 48 Terminology Page 51 Part 4 Acknowledgement letter by employeePage 57Dear team member,Firstly, a very warm welcome to the Crowne Plaza Shenzhen as part of Front Office

4、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.

5、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 CHARTBusiness Center Concept商务中心

6、的定义Business Center is an office away from guests own office. We also supply the secretary service whenever guest need.商务中心是客人办公室以外的办公室，在客人没有秘书的情况下也能满足客人的秘书需求。 Business Center Mission Statement商务中心使命宣言To be the best Business Center in all the hotels of ShenZhen by seeking outstanding service to our g

7、uest. Strengthen cooperation, heighten skill, enrich economic and trade knowledge to perfect itself, Meet & overstep customers different requirements with friendly, quick and precise services. Protect equipment, control cost, propagandize and sell broadly all service items of Business Center to incr

8、ease profits.追求卓越的服务，使商务中心成为深圳所有酒店中最好的商务中心。增强合作，不断完善自己，提高服务技能和经贸知识，以友好、快捷和准确的服务满足并超越客人的不同需求。保护设施，控制成本，全面宣传并推销商务中心的各项服务，以提高利润。 Business Center Tariff商 务 中 心 价 目 表Currency in RMB 货币：人民币Office Equipment 办公室设备One Hour Half Day Whole Day 1小时 半 天 1天Data Projector 数据影仪 400 1500 3000Portable Computer 手提电脑 1

9、00 300 600Laser Printer 激光打印机 100 300 600Fax Machine 传真机 100 300 600Slide Projector 幻灯机 50 200 400Speak Phone 电话机 30 80 150DVD Machine DVD机 50 200 300VCR 录影机 300Portable Computer Card 电脑上网卡 50Wireless LAN Card 无线上网卡 50* Advance deposit is required for any equipment rental. 租用设备需缴纳押金。Photocopy Servic

10、e 复印服务 Lamination Service 过塑服务A4 Size A4尺寸3yuan/Page 3元/页 ID Size ID尺寸 8yuan/Page 8元/页A3 Size A3尺寸6yuan/Page 6元/页 B5 Size B5尺寸15yuan/Page 15元/页Transparency胶片18yuan/Page 18元/页 A4 Size A4尺寸30yuan/Page 30元/页Paper纸张A4尺寸 2yuan/Page 2元/页 Telephone 电话IDD/DDD长途电话Cost+15% Surcharge成本+15%服务费Local Call 市 话3 mi

11、n. / 1yuan 3分钟/1元* Local Call : Free of charge for in-house guest 市话：住店客人免费Outgoing Fax 发出传真HK, Macau & Taiwan香港、台湾及澳门IDD Cost+5yuan/Page通讯费+5元/页服务费International国际IDD Cost+5yuan/Page通讯费+5元/页服务费Domestic国内DDD Cost+5yuan/Page通讯费+5元/页服务费Local（Shenzhen） 深圳市内5yuan/Page5元/页Incoming Fax 发进传真In-House Guest 住

12、店客人Complimentary 免费Outside Guest非住店客人 5yuan/Page5元/页Secretarial Service 秘书服务Chinese Typing （A4 Size） 中文打字（A4尺寸）80yuan/Page 80元/页English Typing （A4 Size） 英文打字（A4尺寸） 70yuan/Page 70元/页Laser Printing 激光打印15yuan/Page 15元/页Color Printing （A4 Size） 彩色打印（A4 尺寸）20yuan/Page20元/页Disk Sale （3.5 inch） 3.5英寸磁盘15y

13、uan/Page15元/张Scanning Service 扫描服务25yuan/Page 25元/页Binding Service 装订服务30yuan/Set 30元/套Translation 翻译服务Cost+15% Surcharge成本+15%服务费Secretarial Service 秘书服务Cost+15% Surcharge 成本+15%服务费Shorthand Service 速记服务Cost+15% Surcharge成本+15%服务费Mail Service 快递服务Cost+15% Surcharge成本+15%服务费CD Copy 光碟复制 50yuan/disk5

14、0元/个*Mobile Phone In-Charge: RMB20/time for outside guest手机电池充电：店外客RMB20/次Newspaper Service 报纸出售South China Morning Post南华早报25yuan/set25元/份The Asahi Shim Bun 朝日新闻 50yuan/set50元/份USA. Today 今日美国25yuan/set25元/份The Straits Times 海峡时报25yuan/set25元/份Oriental Daily News 东方日报 25yuan/set25元/份Ta Kung Pao 大 公

15、 报10yuan/set10元/份Guest Workstation 客用电脑工作站E-Mail/Internet Usage 电子邮件及国际互联网使用30yuan/half an hour 30元/半小时60yuan/hour 60元/小时Each Workstation is equipped with: 1 Keyboard, 1 Personal Computer, 1 Laser Printer, 1 Telephone and Internet.每间电脑工作站装备有：1个每间电脑工作站装备有：1个键盘，1台电脑，1台激光打印机，1部电话及上网设施。JOB DESCRIPTIONJO

16、B TITLE:Business Center Supervisor AREA/DEPARTMENT: Rooms Division / Front Office / Business CenterREPORTS TO:DOR / ADOR / FOM / AFOM/Guest Service ManagerPOSITIONS SUPERVISED:Business Center Clerk JOB SCOPE:Under the general direction of the Front Office Manager and within the limits of established

17、 InterContinental Hotels Group and local policies and procedures, oversees and directs all aspects of the Business Centre function to achieve the highest possible guest satisfaction and profit. Promotes the desired work culture around the five core values of Trust, Integrity, Respect, One Team and S

18、ervice of the InterContinental Hotels Group and the brand ethos Key Responsibilities Monitor Business Center personnel to ensure maximum guest satisfaction through personal recognition and prompt cordial attention Manage and provide direction for day-to-day operation and administration of all compon

19、ents of Business Center Appraise appearance, discipline and efficiency of all staff order direct supervision and initiate immediate remedial action if necessary Set up guests business appointments Ensure stationery supplies are maintained to standard, ordering in advance when required Manage the rou

20、tine servicing of equipment Organize and conduct regular meetings for all Business Center staff to facilitate communication and a smooth operation Participate in broader Front Office meetings to keep abreast of issues in the department and inform your staff of same Forecast future business trends on

21、 a monthly basis Plan strategies to take full benefit of forecasted business trends Analyse business centres strengths, weaknesses and opportunities Develop and implement action plans to improve strengths, overcome weaknesses and capture opportunities Assist in planning and co-ordinating activities

22、to ensure that a budgeted sales targets are met or exceeded Complete regular market surveys of competitors products Assist with the development of strategies based on market research that will ensure achievement of market share and outlet profit targets Approve leave after reviewing hotel occupancie

23、s Prepares efficient work schedule for Business Centre staff, arranging holidays and vacation, taking into consideration project occupancy and forecasts and any large group movements, especially those with early or late arrivals or departuresHuman Resource Responsibilities Works with Superior and Hu

24、man Resource Manager to ensure the departmental performance of staff is productive. Duties include:o Assists in planning for future staffing needs o Assists in recruiting in line with company guidelines o Prepares and administers detailed induction program for new staffo Maintains a comprehensive, c

25、urrent and guest focused set of departmental standards and procedures and oversees their implementationo Ensures training needs analysis of Business Centre staff is carried out and training programmes are designed and implemented to meet needso Conducts on the job training and maintains a comprehens

26、ive list of training progress for all staffo Conducts probation and formal performance appraisal discussions in line with company guidelines o Coaches, counsels and disciplines staff, providing constructive feedback to enhance performanceo Regularly communicates with staff and maintains good relatio

27、nsFinancial Responsibilities Works with superior in the preparation and management of the departments budget. Duties include:o Assists in co-ordinating the preparation of the departmental annual budgeto Controls and monitors departmental costs on an ongoing basis to ensure performance against budget

28、Occupational Health and Safety Responsibilities Demonstrate Awareness of OH&S policies and procedures and ensure all procedures are conducted safely and within OH&S guidelines and ensure your direct reports do the same Be aware of duty of care and adhere to occupational, health and safety legislatio

29、n, policies and procedures Be familiar with property safety, first aid and fire and emergency procedures and 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 hote

30、l requirementsKey CompetenciesKey TasksDrive For Results Compete against a standard of excellence by setting high performance standards and pursuing aggressive goals Strive for constant improvements and takes responsibility for achieving business results and persevere despite obstacles Understanding

31、 the Business Demonstrate an interest in and an understanding of issues relevant to your department and hotel and keep your knowledge up to date, including legislative information Adheres to Intercontinental Hotels Group Corporate Code of Conduct, Employee Handbook and Hotel policies Demonstrates an

32、 understanding of competitors major strengths and weaknesses Establishes and interprets key performance indicators to manage the business, consistently takes into accounts financial implications of business decisions and recommendations Has a broad knowledge of how the business is run, focuses on th

33、e major factors necessary to ensure that the business is successful and profitableProblem Solving and Decision Making Diagnose problems and thoroughly analyse information to guide decision making Evaluate and assimilate critical information when reaching conclusions and make logical, competent decis

34、ionsCustomer Focus Build and maintain positive relationships with all internal customers and guests in order to exceed their needs Take action to address these needs in order to exceed their expectations Create a positive hotel image in every interaction with internal and external customers Adhere t

35、o 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 hotel at their request Maintain knowledge of special programs and events in the hotel in order to recogn

36、ize and respond to guests needs Maintain current Hotel information to be able to provide information to guests Implements procedures which enhance the guest experienceInnovation Generate new ideas and encourage creativity from your staff Recognize the need for new and modified approachesTeamwork Dem

37、onstrate co-operation and trust with colleagues, supervisors, teams and across departments to deliver positive results Actively participate in wider hotel meetings Interact with department and hotel staff in a professional and positive manner to foster good rapport, promote team spirit and ensure ef

38、fective two way communicationAdaptability Be comfortable and effective in an environment of ambiguity or change Be receptive to new ideas and respond to workplace changes in a flexible and optimistic manner Complete tasks as directed by ManagementImpact and Influence Promote your ideas persuasively,

39、 and shape the opinion of subordinates and overcome resistance Build consensus for action and negotiate mutually beneficial solutions to problemsEstablish influential contacts with suppliersLeading and Developing People Inspire others to excel by clearly communicating business values and direction,

40、recognizing good performance and providing managerial support Develop potential of others through coaching and development opportunities to build organization capability for the futureCultural Awareness Understands and takes into account the global nature of the business; works effectively with coll

41、eagues from different viewpoints, cultures and countriesJOB DESCRIPTIONJOB TITLE:Business Center ClerkAREA/DEPARTMENT: Rooms Division / Front Office / Business Center REPORTS TO:Business Center SupervisorJob SummeryThis position is responsible for rending efficient service to all Business Center gue

42、st related to various service being offered to clients.Responsibilities1. To be fully conversant with all hotel activities & facilities.2. To be ensure that Business Center is always in order and clean.3. To be familiar with all types of services at Business Center.4. To sort out all outgoing faxes

43、and proceed immediately with the distribution to concerned parties without delay.5. To project an image of discretion at all times and maintain food relations among Business Center staff and especially to guests.6. To be responsible for an efficient and up-date filing system for the Business Center7

44、. To attend to guests services promptly and prepare transaction formalities for proper charges based on the service rendered.8. To report to supervisor any information that may be of interest to service enhancement, especially, Business Center guest comments.9. To perform any other duties as may be

45、assigned by supervisors.10. To make sure that all information and guest comments are written in the Log Book11. To maintain and update the B/C library12. To maintain a high standards of personal appearance and by hygiene at all times.13. Be able to take reservation for BC guests14. Well use if prior

46、ity club program & BenefitsJob Requirement 1. Ability to be familiar with all Business Center services, procedures, regulations and equipments.2. Ability to render to guests service requirements efficiently3. To be fluent in English, oral and written 4. Ability to be accommodating with guest, polite

47、, courteous, friendly and with high sense of responsibility5. Ability to type fast and accurately6. Ability to perform independent correspondence7. Ability to answer phone calls and take messages in a friendly and courteous manner8. Ability to receive documents efficiently SUBJECT: OUTGOING FAX发送传真.

48、Policy 政策Ensure all the fax can be sending effectively.确保所有传真准确快速的传送。Procedures 程序 1. Greet the guest-Stand up with smile and greet guest ask how you can be of assistance when guest approaches to Business Center counter, “Good morning, Sir/Madam, How may I help you？” to show courtesy and respect to

49、guest-If busy with phone or another guest, Please indicate to guest that you will attend to him as soon as possible, seat the guest first.问候客人- 当客人走进商务中心，员工起立微笑并主动问候客人，询问客人有什么可以效劳-如果你正在电话中或服务其他客人，要与进入商务中心的客人点头示意，并指引客人先坐下等候，并尽快为客人服务。2. Get guest requirement- Get guest send fax requirement - Take the

50、document from guest - Double check with fax number and pages to avoid misunderstanding - Check with the guest room number and name询问客人的需求- 得知客人需要发送传真- 接过客人的文件- 与客人确认传真号码及传真的总页数- 并询问客人的房号及姓名3. Quotation - Advise guest the total amount of sending fax for guests reference.“Excuse me sir , the price is

51、RMB5/ page plus the telephone cost”报价- 告知客人发送传真的价格避免客人投诉价格贵 “发送传真的收费是每页5元外加电话费”4. Transmission传送A According the fax number to send it A 按照客人传真号码传送a) If the fax sending successful show the fax report to guestb) If you have difficulty in getting through after 2 or 3 times tell the guest and explain th

52、e situation then ask the guest if he has another fax numberc) If the guest is very busy and ask the staff to send the fax document to his room after transmissiona) 如果客人的文件成功发送要将传真报告给客人并告知客人传送结果b) 如果客人的传真发2-3次仍然无法发送要告知客人并询问客人是否有其他的号码d) 如果客人有急事要去处理，要求先将传真发过去之后将原稿送到房间：1. Double confirm the guest name and room number 2. Confirm the guest requirement 3. Confirm guest payment, if the price is not available, write down the standard price