1、 - Business CenterTABLE OF CONTENTSPart OnePart 1Welcome Letter From Director of Rooms Page 03Departmental Organization Chart Page 04Part 2 BC Vision works effectively with colleagues from different viewpoints, cultures and countriesJOB DESCRIPTION深圳威尼斯皇冠假日酒店 Crowne Plaza ShenzhenPrepared by Busines
2、s Center 由商务中心编制 Page 11 of 54JOB 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 guest related to various service being off
3、ered 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 and proceed immediately with the distri
4、bution 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. To attend to guests services promptly
5、 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 assigned by supervisors.10.To make sure
6、 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 priority club program & BenefitsJob Requirement 1
7、. 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, courteous, friendly and with high sense of
8、 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 file and receive documents efficientlySUBJECT: OUTGOING FAX 发送传真.Policy 政策Ensure all the fax can be
9、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 guest- If busy with phone or anoth
10、er 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 document from guest - Double che
11、ck 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 RMB5/ page plus the telephone co
12、st”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 guest深圳威尼斯皇冠假日酒店 Crowne Plaza ShenzhenPrepared by Business Center 由商务中心编制 Page 13 of 54b) If you have difficulty in getting thr
13、ough after 2 or 3 times tell the guest and explain the 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
14、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 in voucher and get guest signature4. If the fax transmission is successful, leave a written message to guest r
15、oom to inform the total price attach with the transmission report and original document 5. If the fax transmission failed, contact guest immediately through phone call and ask for alternative fax number6. Leave a written message if guest not in the room 1. 首先与客人确认房号及客人的姓名2. 确认客人的要求3. 确认付款方式，如果价钱不能确定
16、将其收费标准写在杂项收费单请客人签名确认4. 如果传真成功发送，留言给客人并告知客人消费金额并将其原件及传真报告一并送到房间5. 如果传真未能成功发送，通过电话直接联系客人并询问是否有新的传真号码6. 如果客人不在房间手写留言给客人并告知情况 B If the guest wants to send at the pointed time B 定时发送1 Confirm the exact time 2 Set up machine as below:“定时发送”-输入设定指定时间-“设定”-输入传真号码-“开始”- 扫描文件3 Check the fax machine at the poi
17、nted time to see if it works properly1 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-输入发送传真时间-按“设定”键-输入传真号码-按“开始”键-扫描文件3 到指定时间检查传真机是否正常工作5. Payment- Check the telephone cost of folio 5 in PMS- Confirm the payment with guest 收取费用- 在电脑系统的#5 查询电话费用- 与客人确认付款方式A) Casha) Fill in the miscellaneous form with the exact
18、price and get the guest signatureb) Give the guest receipt after settleA) 客人以现金结算a) 填写杂项收费单并注明客人消费金额并让客人签名b) 结算完毕给客人提供发票B) Charge to rooma) Double confirm guest room number and name b) Fill in the miscellaneous form with the exact price and get the guest signaturec) Post the charge to the guest foli
19、o in PMSB) 将费用抛入房间a) 与客人再次确认房间号码与姓名b) 将填写准确消费金额的杂项收费单给客人签名予以确认c) 将其消费输入客人房间C) Credit Carda) Slip the credit card on the post machine, make sure the amount is correct.b) Obtain the guest signature on the voucherc) Fill out the miscellaneous form with the exact price and get the guest signatured) Give
20、 the guest one credit card slip attach with the hotel invoiceC) 客人以信用卡方式结算a) 在信用卡机上将客人消费金额准确无误刷卡b) 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6. Record 记录- All the on day outgoing fax must recorded on the outgoing fax control sheet manually每天发送传真当班同事必须登记在传真记录上- Control sheet details:
21、 记录包括a) Date 日期b) Room No 房间号码c) Guest Name/Sender name 客人姓名/发件人姓名d) Fax Number/ company name 传真号码/公司名称e) Pages & Surcharge 页数及服务费f) Telephone Cost 电话成本 g) Miscellaneous charge 杂项收费单单号h) BC Clerk/Handle by 经手人i) Payment 付款方式j) Remarks 备注- B shift staff need to print on fax report from fax machine at
22、 23:00 and submit to F&BS每天晚班员工在 23：00 需在传真机将传真报告打印一份交财务部。Note: *Destroy the original document if the guest do not want to keep it *The staff can not mention the fax contents intended注意： *如果客人不需要将文件保存员工应立即帮助销毁*员工不允许故意的谈及文件相关内容深圳威尼斯皇冠假日酒店 Crowne Plaza ShenzhenPrepared by Business Center 由商务中心编制 Page
23、15 of 54SUBJECT: PHOTOCOPY PROCEDURE 复印服务.Policy 政策Ensure offer efficient and clarity photocopy service to guest为了确保提供高效清晰的复印服务给客人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, Si
24、r/Madam, How may I help you？” to show courtesy and respect to 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. G
25、et guest requirement- Get guest copy requirement - Quotation - Get guest document- Double check guest room number and guest name - Confirm guest requirement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. Making copy A) Auto Copy Please flowing the steps as below:- Place the originals in t
26、he optional paper tray- Adjust the side guide to fit the size of your originals- Make sure place the originals face up on the paper tray复印A) 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B) Manual copyPlease flowing the steps as below:- If copy is a binding or file document or book, place the
27、 originals on the platen glass1) Lift the platen glass cover2) Place the originals on the platen glass face downward3) Gently put off the platen glass cover4) Select tray type of paper required (A3 or A4 )B) 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1) 打开复印机的盖子2) 将原件面（有字面）朝下放在复印机的面盘上3) 盖上盖子4) 根
28、据纸张的大小来调节按纽进行复印C) Special requirement - Pagination copy All the steps will following Auto copy, but must turn on pagination button - ID copy - Double sides copy - Transparency copy If the guest wants to copy lots of transparency, must copy it one by one, avoid the transparency adhibits togetherC）特殊要
29、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，以避免文件粘在一起4. Confirm the copy with guest- All copies must try one page and show to guest confirm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. Get back original and copies to guest 深圳威尼斯皇冠假日酒店 Crowne Plaza
30、 ShenzhenPrepared by Business Center 由商务中心编制 Page 17 of 54- Double confirm with the guest to meet his needs and pass the original document to the guest with two hands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- Confirm the payment with guest收取费用并输入电脑- 与客人确认付款方式A) Casha) Fill in the miscellaneou
31、s form with the exact price and get the guest signatureb) Give the guest receipt after settle客人以现金结算a) 填写杂项收费单并注明客人消费金额并让客人签名b) 结算完毕给客人提供发票B）Charge to rooma) Double confirm guest room number and name b) Fill in the miscellaneous form with the exact price and get the guest signaturec) Post the charge
32、 to the guest folio in PMS将费用抛入房间a) 与客人再次确认房间号码与姓名b) 将填写准确消费金额的杂项收费单给客人签名予以确认c) 将其消费输入客人房间C）Credit Carda) Slip the credit card on the post machine, make sure the amount is correct.b) Obtain the guest signature on the voucherc) Fill out the miscellaneous form with the exact price and get the guest si
33、gnatured) Give the guest one credit card slip attach with the hotel invoice客人以信用卡方式结算a) 在信用卡机上将客人消费金额准确无误刷卡b) 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: TYPING SERVICE 打字服务Policy 政策Offer the efficiency accurate secretary service 提供精确的秘书服务Procedures 程序1. Greet the guest- Stan
34、d 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 guest- If busy with phone or another guest, Please indicate to guest that you will attend to him as soon a
35、s 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 typing requirement - Offer the price immediately- Double check guest name and room number- Read through with guest and double check the
36、 unclear writing - Confirm guest requirement - Confirm with guest for the completion time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- According to guest request for typing - Print a draft for guest double check 打字- 按照客人的要求进行打字- 打印草稿供客人检查深圳威尼斯
37、皇冠假日酒店 Crowne Plaza ShenzhenPrepared by Business Center 由商务中心编制 Page 19 of 544. Print the document 打印文件- After proofreading and when guest is satisfied with the typing, double confirm the number of copies request - If the guest no special requirement and delete the document immediately- 当按照客人的要求修改完后
38、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. Charge and posting in system - Confirm the payment with guest 收取费用并输入电脑- 与客人确认付款方式A) Casha) Fill in the miscellaneous form with the exact price and get the guest signatureb) Give the guest receipt after settle客人以现金结算 a) 填写杂项收费单并注明客人消费金额并让客人
39、签名b) 结算完毕给客人提供发票B) Charge to rooma) Double confirm guest room number and name b) Fill in the miscellaneous form with the exact price and get the guest signaturec) Post the charge to the guest folio in PMS客人挂房帐a) 与客人再次确认房间号码与姓名b) 将填写准确消费金额的杂项收费单给客人签名予以确认c) 将其消费输入客人房间C) Credit Carda) Slip the credit c
40、ard on the post machine, make sure the amount is correct.b) Obtain the guest signature on the voucherc) Fill out the miscellaneous form with the exact price and get the guest signatured) Give the guest one credit card slip attach with the hotel invoice 客人以信用卡方式结算a) 在信用卡机上将客人消费金额准确无误刷卡b) 获得客人的签名在信用卡单
41、上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) 给客人信用卡单回执并附上酒店的发票Note: *Destroy the original document if the guest do not want to keep it *The staff cannot mention the document contents intended注意: *如果客人不需要将文件保存员工应立即帮助销毁*员工不允许故意的谈及文件相关内容SUBJECT: LAMINATION SERVICE 过塑服务Policy 政策Ensure offer good lamination service to
42、 meet guest business requirement确保提供良好的过塑服务使客人满意。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 guest- If busy with
43、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 lamination requirement- Get the photo or document
44、 from guest- Double check guest name and room number- Quotation 询问客人的需求- 客人需要过塑服务- 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. Provide plastic Lamination service 提供过胶服务- Confirm guest lamination size- Choose the right lamination paper- Turn on the lamination machine for preheating （ put it on 65）- Part the
45、 plastic and put the photo or paper in the middle- When the machine is ready (the light turned red) Put the photo with plastic into the lamination machine entries.- 确认客人过塑所文件或者照片的尺寸_ 选择合适的过胶膜- 将过塑机预热（将其温度调节至 65）深圳威尼斯皇冠假日酒店 Crowne Plaza ShenzhenPrepared by Business Center 由商务中心编制 Page 21 of 54- 将其过胶膜
46、打开，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. Passing the product to guest- When finish and show them to the guest double check- Ensure the guest satisfy and offer another assistant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. Charge and posting in system - Confirm the payme
47、nt with guest A) Casha) Fill in the miscellaneous form with the exact price and get the guest signatureb) Give the guest receipt after settleB) Charge to rooma) Double confirm guest room number and name b) Fill in the miscellaneous form with the exact price and get the guest signaturec) Post the cha
48、rge to the guest folio in PMSC) Credit Carda) Slip the credit card on the post machine, make sure the amount is correct.b) Obtain the guest signature on the voucherc) Fill out the miscellaneous form with the exact price and get the guest signatured) Give the guest one credit card slip attach with the hotel invoice收取费用并输入电脑- 与客人确认付款方式B) 客人以现金结算c) 填写杂项收费单并注明客人消费金额并让客人签名d) 结算完毕给客人提供发票C) 客人挂房帐a) 与客人再次确认房间号码与姓名b)
