新员工入职培训手册英文版.docx

1、新员工入职培训手册英文版 FRONT DESK 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 committed to develop people through knowledge enlarging, sk

2、ill 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，最终取得整体前厅部的成功。I wish you a pleasant and fruitful working experience a

3、t 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TABLE OF CONTENTSPart 1Welcome Letter From Director of Rooms Page 02Departmental Organization Chart Page 04Part 2 Job description Page05Part 3 Standard Operating ProceduresRegister F I T Page 09Check Out Guest Page 12Group Check In Pag

4、e 15Group Check Out Page 17PCR Enrollment Page 18Make a Reservation Page 20Group Information Check Page 23Free Room Upgrade Page 25House Use and Complimentary Room Page 26Room Change Page 27Extra Bed Page 29Late Check Out Page 30Extension Page 32Cancellation Page 34Incognito Call, Screen Call and Do

5、 Not Disturb Page 36Sleep Out Page 38Authorization Of Entry To Guest Room Page 39Advance Deposit Page 41Handling Of Foreign Currency and Company Check as Deposit. Page 45Account Information For Credit Card Page 46Account Information For Direct Billing Page 47Account Information Travel Voucher Page 4

6、8Cash Paid Out, Cash Advance and Rebate Page 50Cash Float Hand Over and Control Page 53Drop Safe Page 54Contingency Report Page 55Computer System Down Procedure Page 56Part 4 Acknowledgement letter by employee Page 57FRONT OFFICE ORGANIZATION CHARTKey ResponsibilitiesGreets all guests at all times i

7、n a friendly and helpful manner and attempts to learn and use guests name at every opportunity Registers and rooms all arrivals according to established proceduresMaintains intimate knowledge of departmental standards and procedures Performs check in, check out and room change procedures and ensures

8、 all data are entered completely into the hotel systems in accordance with reservationEnsure confidentiality of guest informationMaintains cashier float and ensures accurate daily report of all money receivedCashes hotel guests personal and travelers checks and assists with currency exchangeKeeps ab

9、reast of all modifications to accounting policies and proceduresKnowledgeable of all special promotion procedures, for programs such as: Seasonal Packages, Frequent Flyers Programs, and also Priority Club Rewards programs.Attends to guests complaints, inquiries and requests, referees problems to sup

10、ervisor/Reception Manager if he/she unable to assistIs familiar with other Intercontinental Hotels and Resorts so that guest indicating any next destination on the registration card can be “sold” an onward booking to another InterContinental HotelsDoes everything possible to ensure that the guests d

11、epart the hotel with a positive impression of hotel servicePerforms the audit balances and prepares all works for audit in an orderly fashionWhen on night shift, checks night report and prepares the morning report; ensures workings of functions are put on notice board accordinglyMaintains comprehens

12、ive knowledge of standard reservation procedures including how to read telex, e-mail, messages, and how to interpret availability sources within the reservation systemsMaintains exemplary deportment standards of behavior and appearance and attitude as expected in a IHG Brand Takes personal interest

13、and pride to ensure that the front desk work area is kept clean and in an orderly state at all timesEndeavors to maintain the high standards of the hotel with particular regard to the importance of Priority Club Rewards Program member and other VIPs and with reference to hotel and to be a health or

14、safety hazardOccupational Health and Safety ResponsibilitiesDemonstrate Awareness of OH&S policies and procedures and ensure all procedures are conducted safely and within OH&S guidelinesBe aware of duty of care and adhere to occupational, health and safety legislation, policies and proceduresBe fam

15、iliar with property safety, first aid and fire and emergency procedures and operate equipment safely and sensiblyInitiate action to correct a hazardous situation and notify supervisors of potential dangersLog security incidents and accidents in accordance with hotel requirementsKey CompetenciesKey T

16、asksTaking ResponsibilityStrive for constant improvement and take responsibility for your own performance Adhere to InterContinental Hotel Group Corporate Code of ConductAdhere to Hotel Handbook and general policies and proceduresAdhere to Front Desk Policies and ProceduresReport problems to Managem

17、ent with suggestions for resolutionUnderstanding My JobClarifies own job responsibilities and looks for opportunities that will increase skills and job knowledgeUnderstands how their role fits with others and contributes to the success of businessUnderstands the hotels facilities, products and servi

18、cesProvides information when requested and promotes hotels services, facilities and special eventsImplements section procedures and policies as neededCustomer FocusBuild and maintain positive relationships with all internal customers and guests in order to anticipate their needsAnticipate guest need

19、s, handle guest enquires, and solve problemsCreate a positive hotel image in every interaction with internal and external customersAdhere to hotel brand standardsMaintain a high level of product and service knowledge in order to explain and sell services and facilities to guestsAssist guests and esc

20、ort them to locations within the hotel at their requestMaintain knowledge of special programs and events in the hotel in order to recognize and respond to guests needsMaintain current Hotel information to be able to provide information to guestsTeamworkDemonstrate co-operation and trust with colleag

21、ues, supervisors, teams and across departmentsCommunicate well to ensure effective shift hand-overActively participate in organized meetingsInteract with department and hotel staff in a professional and positive manner to foster good rapport, promote team spirit and ensure effective two way communic

22、ationAdaptabilityBe open to new ideas and make changes in the job and routine as requiredWork in line with business requirements Complete tasks as directed by ManagementDeveloping SelfDevelop/update skills and knowledge (internally or externally) to reflect changed technology or changed work require

23、mentsSeek feedback on areas of shortfallMaximize opportunities for self developmentReliabilityEnsure that your work quality meets the standards required and complete tasks in a timely and thorough manner with minimum supervisionFollow standards, policies and proceduresMeet hotel attendance and groom

24、ing standardsCultural AwarenessWork effectively with customers and colleagues from different viewpoints, cultures and countriesReplacement and Temporary MissionTo be flexible and willing while asking to face in any area that needs to be helped in an emergency or difficult circumstances as assigned o

25、r required by management.To be ready and responsible to perform any other duties as designated or required by management from time to time.NoticeThis 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 descrip

26、tion at its sole direction without advance notice. SUBJECT : 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 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 coun

27、ter 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 y

28、ou 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 “Wel

29、come 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。” 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

30、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 message 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 staying with 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.Alwa