1、1FRONT DESK2Dear 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
2、 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 Offi
3、ce 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3TABLE OF CONTENTSPart 1Welcome Letter From Director of Rooms Page 02Departmental Organization Chart Page 04Part 2 Job description Page05Part 3 Standard Operating Procedures Register F I T Page 09 Check Out Guest Page 12 Group Check In Page 15 Gro
4、up Check Out Page 17 PCR Enrollment Page 18 Make a Reservation Page 20 Group Information Check Page 23 Free Room Upgrade Page 25 House Use and Complimentary Room Page 26 Room Change Page 27 Extra Bed Page 29 Late Check Out Page 30 Extension Page 32 Cancellation Page 34 Incognito Call, Screen Call an
5、d Do Not Disturb Page 36 Sleep Out Page 38 Authorization Of Entry To Guest Room Page 39 Advance Deposit Page 41 Handling Of Foreign Currency and Company Check as Deposit. Page 45 Account Information For Credit Card Page 46 Account Information For Direct Billing Page 47 Account Information Travel Vou
6、cher Page 48 Cash Paid Out, Cash Advance and Rebate Page 50 Cash Float Hand Over and Control Page 53 Drop Safe Page 54 Contingency Report Page 55 Computer System Down Procedure Page 564Part 4 Acknowledgement letter by employee Page 57FRONT OFFICE ORGANIZATION CHART5FOM前 厅 部 经 理1Ast.FOM前 厅 部 副 经 理1As
7、t. Manger CP Manger Recption Manger大 堂 副 理 行 政 楼 层 经 理 接 待 经 理Mr. Oliver ZhaoMr. Le Kwan TaeMs. Anie Cair. Stevn Wang 1 1Ms. Bety Zhaor. Johnso hu4 FD Senior Supervisor Senior SupervisorSenior Supervisor高 级 接 待 主 管 礼 宾 部 高 级 主 管 车 队 高 级 主 管1 1 1GRO Supervisor BC Supervisor GSC upervisorConcierg Supe
8、rvisor客 户 关 系 主 管 商 务 中 心 主 管 客 户 服 务 中 心 主 管 礼 宾 部 主 管1 1 1 1Senior GROFD Ast. SupervisorBC Ast. SupervisorGSC Ast. SupervisorAst. Supervisor高 级 客 户 关 系 主 任 接 待 副 主 管 商 务 中 心 副 主 管 客 户 服 务 中 心 副 主 管 礼 宾 部 副 主 管2 2 1 3 2GRO FD Agent BC lerk GSC lerkBelman ensures workings of functions are put on not
9、ice board accordingly Maintains comprehensive knowledge of standard reservation procedures including how to read telex, e-mail, messages, and how to interpret availability sources within the reservation systems Maintains exemplary deportment standards of behavior and appearance and attitude as expec
10、ted 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 of the hotel with particular regard to the importance of Priority Club Rewards Program member and other VIPs and wi
11、th reference to hotel and to be a health or safety hazardOccupational Health and Safety Responsibilities Demonstrate Awareness of OH&S policies and procedures and ensure all procedures are conducted safely and within OH&S guidelines9 Be aware of duty of care and adhere to occupational, health and sa
12、fety 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 correct a hazardous situation and notify supervisors of potential dangers Log security incidents and accidents in accor
13、dance with hotel requirementsKey Competencies Key TasksTaking Responsibility Strive for constant improvement and take responsibility for your own performance Adhere to InterContinental Hotel Group Corporate Code of Conduct Adhere to Hotel Handbook and general policies and procedures Adhere to Front
14、Desk Policies and Procedures Report problems to Management with suggestions for resolutionUnderstanding My Job Clarifies own job responsibilities and looks for opportunities that will increase skills and job knowledge Understands how their role fits with others and contributes to the success of busi
15、ness Understands the hotels facilities, products and services Provides information when requested and promotes hotels services, facilities and special events Implements section procedures and policies as neededCustomer Focus Build and maintain positive relationships with all internal customers and g
16、uests 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 and external customers Adhere to hotel brand standards Maintain a high level of product and service knowledge in order to explai
17、n 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 recognize and respond to guests needs Maintain current Hotel information to be able to provide informat
18、ion to guestsTeamwork Demonstrate co-operation and trust with colleagues, supervisors, teams and across departments Communicate well to ensure effective shift hand-over Actively participate in organized meetings10 Interact with department and hotel staff in a professional and positive manner to fost
19、er 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 Work in line with business requirements Complete tasks as directed by ManagementDeveloping Self Develop/update skills and knowledge (in
20、ternally or externally) to reflect changed technology or changed work requirements Seek feedback on areas of shortfall Maximize opportunities for self developmentReliability Ensure that your work quality meets the standards required and complete tasks in a timely and thorough manner with minimum sup
21、ervision Follow standards, policies and procedures Meet hotel attendance and grooming standardsCultural Awareness Work effectively with customers and colleagues from different viewpoints, cultures and countriesReplacement and Temporary Mission To be flexible and willing while asking to face in any a
22、rea that needs to be helped in an emergency or difficult circumstances as assigned or required by management. To be ready and responsible to perform any other duties as designated or required by management from time to time.Notice This is a hotel business and a friendly service atmosphere must be pr
23、ojected at all the times. Management reserves the right to make changes to this description at its sole direction without advance notice.11SUBJECT : REGISTER FITWhen 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
24、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/evening, 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
25、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 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。 ”
