新员工入职培训手册英文版

1、CROWNE PLAZASHENZHEN深圳威尼斯皇冠假日酒店FRONT DESK点台新员工人欧格创手卅CROWNE PLAZASHENZHEN深圳威尼斯皇冠假日酒店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

2、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

3、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Page 02Page 04Page05Page 09Page 12Page 15Page 17Page 18Page 20Page 23Page 25Page 26Page 27Page 29Page 30Page 32Page 34Page 36Page 38Page 39Page 41Page 45Page 46Page 47Pa

4、ge 48Page 50Page 53Page 54Page 55Page 56Page 57TABLE OF CONTENTSPart OnePart 1? Welcome Letter From Director of Rooms? Departmental Organization ChartPart 2? Job descriptionPart 3? Standard Operating Procedures Register F I T Check Out Guest Group Check In Group Check Out PCR Enrollment Make a Reser

5、vation Group Information Check Free Room Upgrade House Use and Complimentary Room Room Change Extra Bed Late 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 D

6、eposit.Account 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 ProcedurePart 4? Acknowledgement letter by employeeCROWNE PLAZ

7、ASHENZHEN深圳威尼斯皇冠假日酒店FRONT OFFICE ORGANIZATION CHARTFOM前厅部经理1Asst.FOM前厅部副经理1Asst. Manager大堂副理Mr. Oliver ZhaoMr. Steven WangMs. Betty ZhaoMr. Johnson Zhu4CPC Manager行政楼层经理Mr. Lee Kwan Tae1Reception Manager接待经理Ms. Annie Cai1Guest Service Center Manager客户服务中心经理Ms. Sandra Huang1Chief Concierge礼宾司Mr. Davi

8、d Yang1FD Senior Supervisor高级接待主管1GSC Asst. Superviso 客户服务中心副主管3GSC Supervisor客户服务中心主管1Senior Supervisor礼宾部高级主管1Concierge Supervise礼宾部主管1Asst. Supervisor礼宾部副主管2Senior Supervisor车队高级主管1GRO客户关系主任10FD Agent接待员12BC Clerk商务中心文员2GSC Clerk客户服务中心文员10Bellman & Door girl行李生&门童15Driver司机10CROWNE PLAZA5HENZHEN深

9、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 delegate and within the limits of established InterC

10、ontinental 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 of all revenues and monies, assists them with inq

11、uiries. 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 fully understand that violation of any of the stated

12、responsibilities and duties is grounded for disciplinary action.Signature:Date:Key Responsibilities? Greets all guests at all times in a friendly and helpful manner and attempts to learn and use guest s name at every opportunity? Registers and rooms all arrivals according to established procedures?

13、Maintains intimate knowledge of departmental standards and procedures? Performs check in, check out and room change procedures and ensures all data are entered completely into the hotel systems in accordance with reservation? Ensure confidentiality of guest information?Maintains cashier float and en

14、sures accurate daily report of all money received?Cashes hotel guest s personal and travelers checks and assists with currency exchange? Keeps abreast of all modifications to accounting policies and procedures? Knowledgeable of all special promotion procedures, for programs such as: Seasonal Package

15、s,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 assisttinental? Is familiar with other Intercontinental Hotels and Resorts so that guest indicating any n

16、ext destination on the registration card can besold an onward booking to another InterCorHotels? Does everything possible to ensure that the guests depart the hotel with a positive impression of hotel service? Performs the audit balances and prepares all works for audit in an orderly fashion? When o

17、n night shift, checks night report and prepares the morning report; ensures workings of functions are put on notice board accordingly? Maintains comprehensive knowledge of standard reservation procedures including how to read telex, e-mail, messages, and how to interpret availability sources within

18、the reservation systems? Maintains exemplary deportment standards of behavior and appearance and attitude as expected in a IHG Brand? Takes personal interest and pride to ensure that the front desk work area is kept clean and in an orderly state at all times? Endeavors to maintain the high standards

19、 of the hotel with particular regard to the importance ofPriority Club Rewards Program member and other VIP s and with reference to hotel and to be health or safety hazardOccupational Health and Safety Responsibilities? Demonstrate Awareness of OH&S policies and procedures and ensure all procedures

20、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 and operate equipment safely and sensibly? Initiate action to co

21、rrect 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 responsibility for your own performance?Adhere to InterContinenta

22、l Hotel Group Corporate Code of Conduct?Adhere to Hotel Handbook and general policies and procedures? Adhere to Front Desk Policies and Procedures? Report problems to Management with suggestions for resolutionUnderstanding MyJob? Clarifies own job responsibilities and looks for opportunities that wi

23、ll 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 information when requested and promotes hotel services, facilities and special events? Implements section

24、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 problems? Create a positive hotel image in every interaction with internal an

25、d 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 hotel at their request? Maintain knowledge of special programs and event

26、s 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-operation and trust with colleagues, supervisors, teams and across departments? Communicate well to ensure effective shift hand-ove

27、r? Actively participate in organized meetings? Interact with department and hotel staff in a professional and positive manner to foster good rapport, promote team spirit and ensure effective two way communicationAdaptability? Be open to new ideas and make changes in the job and routine as required?

28、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 areas of shortfall? Maximize opportunities for self developmen

29、tReliability? 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 standardsCultural Awareness? Work effectively with customers and colleag

30、ues 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 anemergency or difficult circumstances as assigned or required by management.?To be ready and responsible to perform any other

31、 duties as designated or required bymanagement 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 at its sole direction without advance notice.SUBJECT : REGISTER F

32、ITWhen the guest approach FD counter, the following checking in procedure should be processed.当客人来到前台时，根据以下程序登记入住。1. Staff makes eye contact when guest approaches counter.在客人靠近前台时，应与客人有目光接触。2. Guest is warmly greeted at the counter with your smile and pleasant expressions.“ Good Morning/afternoon/ev

33、ening, Sir. ”微笑并热情礼貌地问候客人。“早上好、下午好、晚上好，先生。 ”3. Ask for passport or ID for registration.“ May I have your passport or ID for registration?”向客人索取护照或身份证进行登记。“麻烦您出示护照或身份证登记一下，好吗？”4. Guest name is used during the registration.(Once you know guest surname from passport and ID, you must use the guest name

34、throughout.) 整个入住登记过程中都要称呼客人姓名。(一旦你从客人护照或身份证上取得客人姓氏后，必须称呼客人姓氏。)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 Crowne Plaza Hotel Shenzhen! Mr.在系统里找出客人的预定。询问客人“ XXX先生，这是您第

35、一次入住我们酒店吗？ ”如果回答否，你应说：“欢迎您回来，XXX先生。”如果回答是，你应说：“欢迎入住深圳威尼斯皇冠假日酒店，XXX先生。”6. PCR enrollment.“ Are you our Priority Club member, Mr. ?”If yes, put guest number in system.If not, enroll guest to be a member.优选俱乐部会员招募。“您是我们优选俱乐部会员吗，XXX先生？ ”如是，将客人的会员号码记入电脑系统。如否，鼓励客人加入。7. Check AddRemarks if any mail or mess

36、age is being held for the guest.检查备注是否有留言或给客人的邮件。8. Confirm reservation details.“ Mr., you will be stayingwith 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 prefer smoking or non - smoking?”“ King bed or twin? ”与客人确

37、认预定细节。“XXX先生，您将入住 XX晚，XX号退房，是吗？ ”“您订的是豪华房，不吸烟，一张大床，对吗？”(在入住率不高的情况下)“您需要吸烟还是不吸烟的房间？”“一张大床还是两张床呢？”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 prefer.Do not forget to up sell the rooms and packages.分房。根

38、据客人喜好分配房间。在你无法满足客人需要时，尽量给客人提供选择。别忘了推销更高一级的房间和套餐服务。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 ration card for you. I only need your signature here.”If

39、 guest is return guest, you should say “ May I have your signature please,?”Mr.打印入住登记卡。XXX先生，可以给我一张您的名片吗?如果客人是第一次入住酒店，尝试向客人索取名片“那么我就可以帮您填写登记卡，您只需签个名就可以了。如果客人是回头客，你应说“请在这签名。 ”11. Ask for deposit.“ Mr. how would you like to settle your bill?”(If settled by credit card)“ May I have your credit card, pl

40、ease? ”(If settled by cash)“ I need XXX for deposit, Mr.”return to us“ Mr., this is the receipt of your deposit, please keep it andupon checking out. ”索取押金。“XXX先生，退房时您选择用怎样的方式结帐呢？ ”（如果用信用卡）“可以用一下您的信用卡吗？”（如果用现金）“我需要XX钱作押金，XXX先生。”“XXX先生，这是您的押金条，请收好并在退房时交还给我们。”12. Confirm c/o time with guest.“ Mr., wha

41、t time will you be checking out on XXX? ”确认退房时间。“XXX先生，请问您 XX号准备几点退房呢？ ”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. Breakfast is inclusivein our coffee shop （use your ha

42、nd 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.”将房卡给客人。“XXX先生，您的房间在 XX楼，非吸烟大床房。您的房价在这（用手指出） ，加15 %的服务费，包含咖啡厅早餐（用手指示咖啡厅位置），从 6:30 到 10:30 。 ”“房价没有包含早餐，但酒店咖啡厅提供

43、美式早餐，从 6:30 到 10:30 。 ”14. 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.”预祝客人入住愉快。“谢谢您，XXX先生，我的同事 XXX会送您到房间。入住愉快。”（如客人无行李。）“谢谢您，XXX先生，电梯在那边，入住愉快。 ”

44、SUBJECT : CHECK OUT GUESTWhen the guest approach FD counter to check out, the following procedure should be processed.当客人来到前台退房，根据以下操作程序进行。1. Greet guest.“ Good morning/afternoon, Sir/Madame. Checking out? ” 问候客人。“早上好，下午好，先生，小姐。退房吗？”2. If answer is yes.“ May I have your room number please? And may I

45、 have your room key back? ” (Once know guest s name, please address guest by surname.) 如答是。“请问您的房号？我可以收回房卡吗？”(一旦从系统中得知客人的姓名，要称呼客人的姓氏。)3. Ask mini bar consumption.“ Mr., is there any last minute consumption from mini bar since last night? ”询问迷你吧消费。“XXX先生，从昨晚到现在有迷你吧消费吗？ ”4. Present bill to guest.“ Mr.

46、, this is your bill, please double check. If it is correct, may I haveyour signature here please? ”(Show the guest the place to sign.) 向客人出示帐单。“XXX先生，这是您的帐单，请确认。如果没有问题，请在这签名。”(给客人指出签名位置。)5. PCR program(If you notice the guest is not a PCRmember, introduce the program and enroll guest.) “ Mr., would

47、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 for enrollment. ” 优选俱乐部会员计划。(如发现客人仍未是优选俱乐部会员，向他

48、介绍这项计划并邀请加入。)“XXX先生，您希望加入我们的优选俱乐部吗？这是洲际酒店集团全球性的常客计划。您一旦成为我们的会员，您在酒店每消费一美元，便可获得10 个积分或2.5 个飞行里程。这项计划完全是免费加入的且无限期。您只要给我一张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?” (I should refund XXX to you.)结帐。“请问您还是用同一张信用卡结帐吗？

49、”或“请问您是用现金结帐吗？ (我要退回XX钱给您。)7. Safety box.“ Is your safety box empty in your room? ”“ Please make sure everything is with you. ”保险柜。“请问您房间的保险柜还有任何东西吗？”“请拿好随生物品。 ”8. Ask guest staying experience.“ How was your stay with us, Mr.?”(If answer is positive.)“ Thank you, Mr. So when will you be back? ”(If g

50、uest 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/she is going to another city, check with guest whethe

51、r 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?”询问客人入住经验。“住得还好吗，XXX先生？ ”(如果回答是肯定的。)“谢谢您，XXX先生。那么您什么时候再次光顾呢？ ”(如客人说已经做好了下次的预定，找出预定并告知确认号码。)(如客人尚未预定，为他预定并告知确认号。)如客人说他要到别的城市，问客人是否需要帮他预定我们的姐妹酒店。“请问您是否需要

52、我帮您在上海预定我们的姐妹酒店呢？”(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。)“谢谢您通知我们，我将告诉我的经理，非常抱歉给您造成的不便。 ”9. Pass bill to guest.If guest needs Fa Piao, then put Fa Piao and guest bill in Thank You envelop, giveto g

53、uest with both hands.将帐单给客人。如客人需要发票，将帐单及发票一起放入信封，双手递给客人。10. Ask the guest if he needs bell service for his luggage and transportation.“ Mr. , shall I call a bell boy to collect your luggage? Would you like me toarrange transportation for you?”询问客人是否需要我们的行李生帮他拿行李及订车。“XXX先生，需要帮您拿行李吗？需要帮您安排车吗？ ”11. Int

54、roduce 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 serve you. ”介绍自己。“我是XXX,以后有需要，您可以联系我或我的同事，我们将很乐意为您提供服务。”12. Bid farewell to guest.“ Thank you for staying with us, Mr. Hope to see you soon.”“ Have a nice day! ” , “ Have a n

55、ice trip home! ” , or “ Have a safe trip! ” 告别客人。“感谢您入住我们酒店，XXX先生。希望您再来。”“祝您愉快。 ”， “旅途愉快。 ”或“预祝您有个安全的旅程。 ”SUBJECT : GROUP CHECK IN1. Find out group resume from file. Read it carefully, especially guests information, ETA, check-in arrangement and billing instruction.从文件夹中提取团队资料。仔细阅读，特别是客人信息，到达时间，入住安排

56、和结帐方式。2. Open group master folio, double check charge routine according to billing instruction.打开团队 MASTER FOLIO根据结帐方式再次确认MASTERFOLIO的收费路径。3. Pre-block rooms and inform HSKP to clean up as soon as possible.预先安排房间，通知客房部尽快打扫。4. Prepare keys for vacant rooms (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 ke