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

BusinessCenterTABLEOFCONTENTSPartOnePart1WelcomeLetterFromDirectorofRooms Page03DepartmentalOrganizationChartPage04Part2BCVision&Mission Page05BCTariff Page06JobDescriptionBCSupervisor Page07BCClerk Page11StandardOperatingProceduresOutgoingfax Page13PhotocopyServicePage15TypingService Page18LaminationServicePage20BindingServicePage22TranslationServicePage24ExpressService Page27EquipmentRentalService Page30Inter-netServicePage33E-mailService Page35TelephoneServicePage36BusTicketService Page38FerryTicketService Page41Confirm&Changeairticket Page43DutyDescriptionPage45Part3PriorityClubRewardPage48Terminology Page51Part4Acknowledgementletterbyemployee Page57Dearteammember,Firstly,averywarmwelcometotheCrownePlazaShenzhenaspartofFrontOfficeDepartment.Ourkeytosuccessdependsverymuchonyourpositiveattitude,creativeflairandeyetodetails.Wearecommittedtodeveloppeoplethroughknowledgeenlarging,skilltrainingandworkforcemotivation.YourremarkablecontributioninFrontOfficeDepartmentwillbegreatlyappreciated.真诚欢送您参加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效劳，将是我们取得成功的关键因素。我们鼓励员工通过不断的学习和培训，来丰富专业知识，改善效劳技巧，提高劳动生产力，最终取得整体前厅部的成功。IwishyouapleasantandfruitfulworkingexperienceatFrontOfficeDepartment.祝愿您在这个团队里工作愉快，并获得珍贵的工作经历。Yourstruly,此致FRONTOFFICEORGANIZATIONCHARTBusinessCenterConcept商务中心的定义BusinessCenterisanofficeawayfromguest’sownoffice.Wealsosupplythesecretaryservicewheneverguestneed.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。BusinessCenterMissionStatement商务中心使命宣言TobethebestBusinessCenterinallthehotelsofShenZhenbyseekingoutstandingservicetoourguest.Strengthencooperation,heightenskill,enricheconomicandtradeknowledgetoperfectitself,Meet&overstepcustomers’differentrequirementswithfriendly,quickandpreciseservices.Protectequipment,controlcost,propagandizeandsellbroadlyallserviceitemsofBusinessCentertoincreaseprofits.追求卓越的效劳，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，提高效劳技能和经贸知识，以友好、快捷和准确的效劳满足并超越客人的不同需求。保护设施，控制本钱，全面宣传并推销商务中心的各项效劳，以提高利润。BusinessCenterTariff商务中心价目表CurrencyinRMB货币：人民币OfficeEquipment办公室设备 OneHour HalfDay WholeDay 1小时 半天1天DataProjector 数据影仪 400 1500 3000PortableComputer 手提电脑 100 300 600LaserPrinter 激光打印机 100 300 600FaxMachine 机 100 300 600SlideProjector幻灯机 50 200 400SpeakPhone 机 30 80 150DVDMachineDVD机50200300VCR 录影机 300PortableComputerCard电脑上网卡 50WirelessLANCard 无线上网卡 50*Advancedepositisrequiredforanyequipmentrental.租用设备需缴纳押金。PhotocopyService复印效劳LaminationService过塑效劳A4SizeA4尺寸3yuan/Page3元/页IDSizeID尺寸 8yuan/Page8元/页A3SizeA3尺寸6yuan/Page6元/页 B5Size B5尺寸 15yuan/Page15元/页Transparency胶片 18yuan/Page18元/页 A4SizeA4尺寸 30yuan/Page30元/页Paper纸张A4尺寸2yuan/Page2元/页 TelephoneIDD/DDD长途 Cost+15%Surcharge 本钱+15%效劳费LocalCall 市话 3min./1yuan 3分钟/1元*LocalCall:Freeofchargeforin-houseguest市话：住店客人免费OutgoingFax发出HK,Macau&Taiwan 香港、台湾及澳门 IDDCost+5yuan/Page 通讯费+5元/页效劳费International 国际 IDDCost+5yuan/Page通讯费+5元/页效劳费Domestic国内 DDDCost+5yuan/Page通讯费+5元/页效劳费Local〔Shenzhen〕深圳市内 5yuan/Page 5元/页IncomingFax发进In-HouseGuest 住店客人 Complimentary 免费OutsideGuest 非住店客人 5yuan/Page 5元/页SecretarialService秘书效劳ChineseTyping〔A4Size〕 中文打字〔A4尺寸〕 80yuan/Page 80元/页EnglishTyping〔A4Size〕 英文打字〔A4尺寸〕 70yuan/Page 70元/页LaserPrinting 激光打印 15yuan/Page 15元/页ColorPrinting〔A4Size〕彩色打印〔A4尺寸〕 20yuan/Page 20元/页DiskSale〔3.5inch〕 3.5英寸磁盘 15yuan/Page15元/张ScanningService 扫描效劳 25yuan/Page 25元/页BindingService 装订效劳 30yuan/Set 30元/套Translation 翻译效劳 Cost+15%Surcharge 本钱+15%效劳费SecretarialService 秘书效劳 Cost+15%Surcharge 本钱+15%效劳费ShorthandService 速记效劳 Cost+15%Surcharge 本钱+15%效劳费MailService 快递效劳 Cost+15%Surcharge 本钱+15%效劳费CDCopy 光碟复制50yuan/disk 50元/个*MobilePhoneIn-Charge:RMB20/timeforoutsideguest 电池充电：店外客RMB20/次NewspaperService报纸出售《SouthChinaMorningPost》《南华早报》 25yuan/set 25元/份《TheAsahiShimBun》 《朝日新闻》 50yuan/set 50元/份《USA.Today》 《今日美国》 25yuan/set 25元/份《TheStraitsTimes》 《海峡时报》 25yuan/set 25元/份《OrientalDailyNews》 《东方日报》 25yuan/set 25元/份《TaKungPao》 《大公报》 10yuan/set 10元/份GuestWorkstation客用电脑工作站E-Mail/InternetUsage电子邮件及国际互联网使用30yuan/halfanhour 30元/半小时 60yuan/hour 60元/小时EachWorkstationisequippedwith:1Keyboard,1PersonalComputer,1LaserPrinter,1TelephoneandInternet. 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部及上网设施。JOBDESCRIPTIONJOBTITLE:BusinessCenterSupervisorAREA/DEPARTMENT:RoomsDivision/FrontOffice/BusinessCenterREPORTSTO:DOR/ADOR/FOM/AFOM/GuestServiceManagerPOSITIONSSUPERVISED:BusinessCenterClerkJOBSCOPE:UnderthegeneraldirectionoftheFrontOfficeManagerandwithinthelimitsofestablishedInterContinentalHotelsGroupandlocalpoliciesandprocedures,overseesanddirectsallaspectsoftheBusinessCentrefunctiontoachievethehighestpossibleguestsatisfactionandprofit.PromotesthedesiredworkculturearoundthefivecorevaluesofTrust,Integrity,Respect,OneTeamandServiceoftheInterContinentalHotelsGroupandthebrandethosKeyResponsibilitiesMonitorBusinessCenterpersonneltoensuremaximumguestsatisfactionthroughpersonalrecognitionandpromptcordialattentionManageandprovidedirectionforday-to-dayoperationandadministrationofallcomponentsofBusinessCenterAppraiseappearance,disciplineandefficiencyofallstafforderdirectsupervisionandinitiateimmediateremedialactionifnecessarySetupguests’businessappointmentsEnsurestationerysuppliesaremaintainedtostandard,orderinginadvancewhenrequiredManagetheroutineservicingofequipmentOrganizeandconductregularmeetingsforallBusinessCenterstafftofacilitatecommunicationandasmoothoperationParticipateinbroaderFrontOfficemeetingstokeepabreastofissuesinthedepartmentandinformyourstaffofsameForecastfuturebusinesstrendsonamonthlybasisPlanstrategiestotakefullbenefitofforecastedbusinesstrendsAnalysebusinesscentre’sstrengths,weaknessesandopportunitiesDevelopandimplementactionplanstoimprovestrengths,overcomeweaknessesandcaptureopportunitiesAssistinplanningandco-ordinatingactivitiestoensurethatabudgetedsalestargetsaremetorexceededCompleteregularmarketsurveysofcompetitor’sproductsAssistwiththedevelopmentofstrategiesbasedonmarketresearchthatwillensureachievementofmarketshareandoutletprofittargetsApproveleaveafterreviewinghoteloccupanciesPreparesefficientworkscheduleforBusinessCentrestaff,arrangingholidaysandvacation,takingintoconsiderationprojectoccupancyandforecastsandanylargegroupmovements,especiallythosewithearlyorlatearrivalsordeparturesHumanResourceResponsibilitiesWorkswithSuperiorandHumanResourceManagertoensurethedepartmentalperformanceofstaffisproductive.Dutiesinclude:AssistsinplanningforfuturestaffingneedsAssistsinrecruitinginlinewithcompanyguidelinesPreparesandadministersdetailedinductionprogramfornewstaffMaintainsacomprehensive,currentandguestfocusedsetofdepartmentalstandardsandproceduresandoverseestheirimplementationEnsurestrainingneedsanalysisofBusinessCentrestaffiscarriedoutandtrainingprogrammesaredesignedandimplementedtomeetneedsConductsonthejobtrainingandmaintainsacomprehensivelistoftrainingprogressforallstaffConductsprobationandformalperformanceappraisaldiscussionsinlinewithcompanyguidelinesCoaches,counselsanddisciplinesstaff,providingconstructivefeedbacktoenhanceperformanceRegularlycommunicateswithstaffandmaintainsgoodrelationsFinancialResponsibilitiesWorkswithsuperiorinthepreparationandmanagementofthedepartment’sbudget.Dutiesinclude:Assistsinco-ordinatingthepreparationofthedepartmentalannualbudgetControlsandmonitorsdepartmentalcostsonanongoingbasistoensureperformanceagainstbudgetOccupationalHealthandSafetyResponsibilitiesDemonstrateAwarenessofOH&SpoliciesandproceduresandensureallproceduresareconductedsafelyandwithinOH&SguidelinesandensureyourdirectreportsdothesameBeawareofdutyofcareandadheretooccupational,healthandsafetylegislation,policiesandproceduresBefamiliarwithpropertysafety,firstaidandfireandemergencyproceduresandoperateequipmentsafelyandsensiblyInitiateactiontocorrectahazardoussituationandnotifysupervisorsofpotentialdangersLogsecurityincidentsandaccidentsinaccordancewithhotelrequirementsKeyCompetenciesKeyTasksDriveForResultsCompeteagainstastandardofexcellencebysettinghighperformancestandardsandpursuingaggressivegoalsStriveforconstantimprovementsandtakesresponsibilityforachievingbusinessresultsandperseveredespiteobstaclesUnderstandingtheBusinessDemonstrateaninterestinandanunderstandingofissuesrelevanttoyourdepartmentandhotelandkeepyourknowledgeuptodate,includinglegislativeinformationAdherestoIntercontinentalHotelsGroupCorporateCodeofConduct,EmployeeHandbookandHotelpoliciesDemonstratesanunderstandingofcompetitors’majorstrengthsandweaknessesEstablishesandinterpretskeyperformanceindicatorstomanagethebusiness,consistentlytakesintoaccountsfinancialimplicationsofbusinessdecisionsandrecommendationsHasabroadknowledgeofhowthebusinessisrun,focusesonthemajorfactorsnecessarytoensurethatthebusinessissuccessfulandprofitableProblemSolvingandDecisionMakingDiagnoseproblemsandthoroughlyanalyseinformationtoguidedecisionmakingEvaluateandassimilatecriticalinformationwhenreachingconclusionsandmakelogical,competentdecisionsCustomerFocusBuildandmaintainpositiverelationshipswithallinternalcustomersandguestsinordertoexceedtheirneedsTakeactiontoaddresstheseneedsinordertoexceedtheirexpectationsCreateapositivehotelimageineveryinteractionwithinternalandexternalcustomersAdheretohotelbrandstandardsMaintainahighlevelofproductandserviceknowledgeinordertoexplainandsellservicesandfacilitiestoguestsAssistguestsandescortthemtolocationswithinthehotelattheirrequestMaintainknowledgeofspecialprogramsandeventsinthehotelinordertorecognizeandrespondtoguestsneedsMaintaincurrentHotelinformationtobeabletoprovideinformationtoguestsImplementsprocedureswhichenhancetheguestexperienceInnovationGeneratenewideasandencouragecreativityfromyourstaffRecognizetheneedfornewandmodifiedapproachesTeamworkDemonstrateco-operationandtrustwithcolleagues,supervisors,teamsandacrossdepartmentstodeliverpositiveresultsActivelyparticipateinwiderhotelmeetingsInteractwithdepartmentandhotelstaffinaprofessionalandpositivemannertofostergoodrapport,promoteteamspiritandensureeffectivetwowaycommunicationAdaptabilityBecomfortableandeffectiveinanenvironmentofambiguityorchangeBereceptivetonewideasandrespondtoworkplacechangesinaflexibleandoptimisticmannerCompletetasksasdirectedbyManagementImpactandInfluencePromoteyourideaspersuasively,andshapetheopinionofsubordinatesandovercomeresistanceBuildconsensusforactionandnegotiatemutuallybeneficialsolutionstoproblemsEstablishinfluentialcontactswithsuppliersLeadingandDevelopingPeopleInspireotherstoexcelbyclearlycommunicatingbusinessvaluesanddirection,recognizinggoodperformanceandprovidingmanagerialsupportDeveloppotentialofothersthroughcoachinganddevelopmentopportunitiestobuildorganizationcapabilityforthefutureCulturalAwarenessUnderstandsandtakesintoaccounttheglobalnatureofthebusiness;workseffectivelywithcolleaguesfromdifferentviewpoints,culturesandcountriesJOBDESCRIPTIONJOBTITLE:BusinessCenterClerkAREA/DEPARTMENT:RoomsDivision/FrontOffice/BusinessCenterREPORTSTO:BusinessCenterSupervisorJobSummeryThispositionisresponsibleforrendingefficientservicetoallBusinessCenterguestrelatedtovariousservicebeingofferedtoclients.ResponsibilitiesTobefullyconversantwithallhotelactivities&facilities.TobeensurethatBusinessCenterisalwaysinorderandclean.TobefamiliarwithalltypesofservicesatBusinessCenter.Tosortoutalloutgoingfaxesandproceedimmediatelywiththedistributiontoconcernedpartieswithoutdelay.ToprojectanimageofdiscretionatalltimesandmaintainfoodrelationsamongBusinessCenterstaffandespeciallytoguests.Toberesponsibleforanefficientandup-datefilingsystemfortheBusinessCenterToattendtoguestsservicespromptlyandpreparetransactionformalitiesforproperchargesbasedontheservicerendered.Toreporttosupervisoranyinformationthatmaybeofinteresttoserviceenhancement,especially,BusinessCenterguestcomments.Toperformanyotherdutiesasmaybeassignedbysupervisors.TomakesurethatallinformationandguestcommentsarewrittenintheLogBookTomaintainandupdatetheB/ClibraryTomaintainahighstandardsofpersonalappearanceandbyhygieneatalltimes.BeabletotakereservationforBCguestsWelluseifpriorityclubprogram&BenefitsJobRequirementAbilitytobefamiliarwithallBusinessCenterservices,procedures,regulationsandequipments.AbilitytorendertoguestsservicerequirementsefficientlyTobefluentinEnglish,oralandwrittenAbilitytobeaccommodatingwithguest,polite,courteous,friendlyandwithhighsenseofresponsibilityAbilitytotypefastandaccuratelyAbilitytoperformindependentcorrespondenceAbilitytoanswerphonecallsandtakemessagesinafriendlyandcourteousmannerAbilitytofileandreceivedocumentsefficientlySUBJECT:OUTGOINGFAX发送.Policy政策Ensureallthefaxcanbesendingeffectively.确保所有准确快速的传送。Procedures程序1.Greettheguest- StandupwithsmileandgreetguestaskhowyoucanbeofassistancewhenguestapproachestoBusinessCentercounter,“Goodmorning,Sir/Madam,HowmayIhelpyou？〞toshowcourtesyandrespecttoguest- Ifbusywithphoneoranotherguest,Pleaseindicatetoguestthatyouwillattendtohimassoonaspossible,seattheguestfirst.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- 如果你正在中或效劳其他客人，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，并尽快为客人效劳。Getguestrequirement-Getguestsendfaxrequirement-Takethedocumentfromguest-Doublecheckwithfaxnumberandpagestoavoidmisunderstanding-Checkwiththeguestroomnumberandname询问客人的需求-得知客人需要发送-接过客人的文件-与客人确认号码及的总页数-并询问客人的房号及姓名Quotation-Adviseguestthetotalamountofsendingfaxforguest’sreference.“Excusemesir,thepriceisRMB5/pageplusthetelephonecost〞报价-告知客人发送的价格防止客人投诉价格贵“发送的收费是每页5元外加费〞Transmission传送AAccordingthefaxnumbertosenditA按照客人号码传送IfthefaxsendingsuccessfulshowthefaxreporttoguestIfyouhavedifficultyingettingthroughafter2or3timestelltheguestandexplainthesituationthenasktheguestifhehasanotherfaxnumberIftheguestisverybusyandaskthestafftosendthefaxdocumenttohisroomaftertransmissiona)如果客人的文件成功发送要将报告给客人并告知客人传送结果b) 如果客人的发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如果客人有急事要去处理，要求先将发过去之后将原稿送到房间：DoubleconfirmtheguestnameandroomnumberConfirmtheguestrequirementConfirmguestpayment,ifthepriceisnotavailable,writedownthestandardpriceinvoucherandgetguestsignatureIfthefaxtransmissionissuccessful,leaveawrittenmessagetoguestroomtoinformthetotalpriceattachwiththetransmissionreportandoriginaldocumentIfthefaxtransmissionfailed,contactguestimmediatelythroughphonecallandaskforalternativefaxnumberLeaveawrittenmessageifguestnotintheroom首先与客人确认房号及客人的姓名确认客人的要求确认付款方式，如果价钱不能确定将其收费标准写在杂项收费单请客人签名确认如果成功发送，留言给客人并告知客人消费金额并将其原件及报告一并送到房间如果未能成功发送，通过直接联系客人并询问是否有新的号码如果客人不在房间手写留言给客人并告知情况BIftheguestwantstosendatthepointedtimeB定时发送1 Confirmtheexacttime2 Setupmachineasbelow:“定时发送〞输入设定指定时间“设定〞输入号码“开始〞扫描文件3 Checkthefaxmachineatthepointedtimetoseeifitworksproperly1和客人确认发送时间2按照如下步骤操作：首先选择“定时发送〞功能键输入发送时间按“设定〞键输入号码按“开始〞键扫描文件3到指定时间检查机是否正常工作Payment- Checkthetelephonecostoffolio5inPMS- Confirmthepaymentwithguest收取费用-在电脑系统的#5查询费用-与客人确认付款方式CashFillinthemiscellaneousformwiththeexactpriceandgettheguestsignatureGivetheguestreceiptaftersettle客人以现金结算填写杂项收费单并注明客人消费金额并让客人签名结算完毕给客人提供发票ChargetoroomDoubleconfirmguestroomnumberandnameFillinthemiscellaneousformwiththeexactpriceandgettheguestsignaturePostthechargetotheguestfolioinPMSB)将费用抛入房间与客人再次确认房间号码与姓名将填写准确消费金额的杂项收费单给客人签名予以确认将其消费输入客人房间CreditCardSlipthecreditcardonthepostmachine,makesuretheamountiscorrect.ObtaintheguestsignatureonthevoucherFilloutthemiscellaneousformwiththeexactpriceandgettheguestsignatureGivetheguestonecreditcardslipattachwiththehotelinvoiceC)客人以信用卡方式结算在信用卡机上将客人消费金额准确无误刷卡让客人在信用卡单上签名将填写准确消费金额的杂项收费单给客人签名予以确认将信用卡回执给客人并给客人酒店的发票6.Record记录-Alltheondayoutgoingfaxmustrecordedontheoutgoingfaxcontrolsheetmanually每天发送当班同事必须登记在记录上-Controlsheetdetails:记录包括Date日期RoomNo房间号码GuestName/Sendername客人姓名/发件人姓名FaxNumber/companyname号码/公司名称Pages&Surcharge页数及效劳费TelephoneCost本钱Miscellaneouscharge杂项收费单单号BCClerk/Handleby经手人Payment付款方式Remarks备注-Bshiftstaffneedtoprintonfaxreportfromfaxmachineat23:00andsubmittoF&BS每天晚班员工在23：00需在机将报告打印一份交财务部。Note:***Destroytheoriginaldocumentiftheguestdonotwanttokeepit***Thestaffcannotmentionthefaxcontentsintended注意：***如果客人不需要将文件保存员工应立即帮助销毁***员工不允许成心的谈及文件相关内容SUBJECT:PHOTOCOPYPROCEDURE复印效劳.Policy政策Ensureofferefficientandclarityphotocopyservicetoguest为了确保提供高效清晰的复印效劳给客人Procedures程序1.Greettheguest-StandupwithsmileandgreetguestaskhowyoucanbeofassistancewhenguestapproachestoBusinessCentercounter,“Goodmorning,Sir/Madam,HowmayIhelpyou？〞toshowcourtesyandrespecttoguest-Ifbusywithphoneoranotherguest,Pleaseindicatetoguestthatyouwillattendtohimassoonaspossible,seattheguestfirst.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-如果你正在中或效劳其他客人，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，并尽快为客人效劳。2.Getguestrequirement-Getguestcopyrequirement-Quotation-Getguestdocument-Doublecheckguestroomnumberandguestname-Confirmguestrequirement询问客人的需求-得到客人复印的需求-报价-接过客人的文件-确认客人的房间号码和姓名-确认客人复印的要求3.MakingcopyAutoCopyPleaseflowingthestepsasbelow:PlacetheoriginalsintheoptionalpapertrayAdjustthesideguidetofitthesizeofyouroriginalsMakesureplacetheoriginalsfaceuponthepapertray复印自动复印按照以下步骤进行自动复印将原件放入面盘上根据客人的要求调节机器调节器保持原件的正面朝上ManualcopyPleaseflowingthestepsasbelow:-Ifcopyisabindingorfiledocumentorbook,placetheoriginalsontheplatenglass1)LifttheplatenglasscoverPlacetheoriginalsontheplatenglassfacedownwardGentlyputofftheplatenglasscoverSelecttraytypeofpaperrequired(A3orA4)手动复印请按照如下步骤进行操作：-如果客人的原件是装订文件中的一张或一本书，把文件的正面朝上翻开复印机的盖子将原件面〔有字面〕朝下放在复印机的面盘上盖上盖子根据纸张的大小来调节按纽进行复印Specialrequirement- PaginationcopyAllthestepswillfollowingAutocopy,butmustturnonpaginationbutton- IDcopy- Doublesidescopy- TransparencycopyIftheguestwantstocopylotsoftransparency,mustcopyitonebyone,avoidthetransparencyadhibitstogetherC〕特殊要求- 分页复印所有的步骤遵循自动复印，但是在复印之前必须先按分页功能按纽-身份证复印-双面复印-胶片复印如果客人复印大量的胶片切记不能进行快捷复印，必须一页一页的复印，以防止文件粘在一起4.Confirmthecopywithguest-Allcopiesmusttryonepageandshowtoguestconfirm和客人确认复印的效果-所有的复印必须先复印一张测试页并与客人确认其效果，如果客人满意将按照客人的需求复印5.Getbackoriginalandcopiestoguest-Doubleconfirmwiththeguesttomeethisneedsandpasstheoriginaldocumenttotheguestwithtwohands将原件和复印件归还给客人-双手将原件和复印件交给客人，并和客人确认复印效果6.Payment-Confirmthepaymentwithguest收取费用并输入电脑-与客人确认付款方式CashFillinthemiscellaneousformwiththeexactpriceandgettheguestsignatureGivetheguestreceiptaftersettle客人以现金结算填写杂项收费单并注明客人消费金额并让客人签名结算完毕给客人提供发票B〕ChargetoroomDoubleconfirmguestroomnumberandnameFillinthemiscellaneousformwiththeexactpriceandgettheguestsignaturePostthechargetotheguestfolioinPMS将费用抛入房间与客人再次确认房间号码与姓名将填写准确消费金额的杂项收费单给客人签名予以确认将其消费输入客人房间C〕CreditCardSlipthecreditcardonthepostmachine,makesuretheamountiscorrect.ObtaintheguestsignatureonthevoucherFilloutthemiscellaneousformwiththeexactpriceandgettheguestsignatureGivetheguestonecreditcardslipattachwiththehotelinvoice客人以信用卡方式结算在信用卡机上将客人消费金额准确无误刷卡让客人在信用卡单上签名将填写准确消费金额的杂项收费单给客人签名予以确认将信用卡回执给客人并给客人酒店的发票SUBJECT:TYPINGSERVICE打字效劳Policy政策Offertheefficiencyaccuratesecretaryservice提供精确的秘书效劳Procedures程序1.Greettheguest- StandupwithsmileandgreetguestaskhowyoucanbeofassistancewhenguestapproachestoBusinessCentercounter,“Goodmorning,Sir/Madam,HowmayIhelpyou？〞toshowcourtesyandrespecttoguest- Ifbusywithphoneoranotherguest,Pleaseindicatetoguestthatyouwillattendtohimassoonaspossible,seattheguestfirst.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-如果你正在中或效劳其他客人，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，并尽快为客人效劳。2.Getguestrequirement-Getguesttypingrequirement-Offerthepriceimmediately-Doublecheckguestnameandroomnumber-Readthroughwithguestanddoublechecktheunclearwriting-Confirmguestrequirement-Confirmwithguestforthecompletiontime询问客人的需求-得到客人需要打字的要求-报价-确认客人的姓名及房间号码-首先初步的对文件浏览一遍，并向客人指出不清晰的地方-确认客人的需求-告知客人完成此文件大约需要的时间3.Typing-Accordingtoguestrequestfortyping-Printadraftforguestdoublecheck打字-按照客人的要求进行打字-打印草稿供客人检查4.Printthedocument打印文件-Afterproofreadingandwhenguestissatisfiedwiththetyping,doubleconfirmthenumberofcopiesrequest-Iftheguestnospecialrequirementanddeletethedocumentimmediately-当按照客人的要求修改完后客人也很满意打的效果，按照客人要求的分数进行打印-按照客人的要求保存文件，如果客人没有特殊的需求将其文件立刻删除5.ChargeandpostinginsystemConfirmthepaymentwithguest收取费用并输入电脑-与客人确认付款方式CashFillinthemiscellaneousformwiththeexactpriceandgettheguestsignatureGivetheguestreceiptaftersettle客人以现金结算填写杂项收费单并注明客人消费金额并让客人签名结算完毕给客人提供发票ChargetoroomDoubleconfirmguestroomnumberandnameFillinthemiscellaneousformwiththeexactpriceandgettheguestsignaturePostthechargetotheguestfolioinPMS客人挂房帐与客人再次确认房间号码与姓名将填写准确消费金额的杂项收费单给客人签名予以确认将其消费输入客人房间CreditCardSlipthecreditcardonthepostmachine,makesuretheamountiscorrect.ObtaintheguestsignatureonthevoucherFilloutthemiscellaneousformwiththeexactpriceandgettheguestsignatureGivetheguestonecreditcardslipattachéwiththehotelinvoice客人以信用卡方式结算在信用卡机上将客人消费金额准确无误刷卡获得客人的签名在信用卡单上将填写准确消费金额的杂项收费单给客人签名予以确认给客人信用卡单回执并附上酒店的发票Note:***Destroytheoriginaldocumentiftheguestdonotwanttokeepit***Thestaffcannotmentionthedocumentcontentsintended注意:***如果客人不需要将文件保存员工应立即帮助销毁***员工不允许成心的谈及文件相关内容SUBJECT:LAMINATIONSERVICE过塑效劳Policy政策Ensureoffergoodlaminationservicetomeetguestbusinessrequirement确保提供良好的过塑效劳使客人满意。Procedures程序1.Greettheguest- StandupwithsmileandgreetguestaskhowyoucanbeofassistancewhenguestapproachestoBusinessCentercounter,“Goodmorning,Sir/Madam,HowmayIhelpyou？〞toshowcourtesyandrespecttoguest- Ifbusywithphoneoranotherguest,Pleaseindicatetoguestthatyouwillattendtohimassoonaspossible,seattheguestfirst.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-如果你正在中或效劳其他客人，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，并尽快为客人效劳。2.Getguestrequirement-Getguestlaminationrequirement-Getthephotoordocumentfromguest-Doublecheckguestnameandroomnumber-Quotation询问客人的需求-客人需要过塑效劳-得到客人需要过塑的文件或者照片-确认客人的姓名或者房间号码-报价3.ProvideplasticLaminationservice提供过胶效劳-Confirmguestlaminationsize-Choosetherightlaminationpaper-Turnonthelaminationmachineforpreheating〔putiton65℃-Parttheplasticandputthephotoorpaperinthemiddle-Whenthemachineisready(thelightturnedred)Putthephotowithplasticintothelaminationmachineentries.-确认客人过塑所文件或者照片的尺寸_选择适宜的过胶膜将过塑机预热〔将其温度调节至65℃-将其过胶膜翻开，将纸张或者照片放在中间并调好-当机器预热结束后，〔红色指示灯变亮〕,将带有胶片的纸张放入过胶机。4.Passingtheproducttoguest-Whenfinishandshowthemtotheguestdoublecheck-Ensuretheguestsatisfyandofferanotherassistant将过胶好的文件交给客人-当已经过胶好后，请按照纸张的顺序整理好并让客人检查-询问客人是否满意及是否需要其他的帮助5.Chargeandpostinginsystem-ConfirmthepaymentwithguestCashFillinthemiscellaneousformwiththeexactpriceandgettheguestsignatureGivetheguestreceiptaftersettleChargetoroomDoubleconfirmguestroomnumberandnameFillinthemiscellaneousformwiththeexactpriceandgettheguestsignaturePostthechargetotheguestfolioinPMSCreditCardSlipthecreditcardonthepostmachine,makesuretheamountiscorrect.ObtaintheguestsignatureonthevoucherFilloutthemiscellaneousformwiththeexactpriceandgettheguestsignatureGivetheguestonecreditcardslipattachwiththehotelinvoice收取费用并输入电脑-与客人确认付款方式客人以现金结算填写杂项收费单并注明客人消费金额并让客人签名结算完毕给客人提供发票客人挂房帐与客人再次确认房间号码与姓名将填写准确消费金额的杂项收费单给客人签名予以确认将其消费输入客人房间客人以信用卡方式结算在信用卡机上将客人消费金额准确无误刷卡让客人在信用卡单上签名c)将填写准确消费金额的杂项收费单给客人签名予以确认d) 将信用卡回执给客人并给客人酒店的发票SUBJECT:BINDINGSERVICE装订效劳Policy政策Ensurethedocumentwillbevivaciousandquicklybindingforguests’request确保文件被准确而快速的装订Procedure程序1.Greettheguest- StandupwithsmileandgreetguestaskhowyoucanbeofassistancewhenguestapproachestoBusinessCentercounter,“Goodmorning,Sir/Madam,HowmayIhelpyou？〞toshowcourtesyandrespecttoguest- Ifbusywithphoneoranotherguest,Pleaseindicatetoguestthatyouwillattendtohimassoonaspossible,seattheguestfirst.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中或效劳其他客人，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，并尽快为客人效劳。Getguestrequirement-Getguestbindingrequirement-Doublecheckguestroomnumberandguestname-Quotation-Checkthenumberp