新员工入职培训手册英文版.docx

新员工入职培训手册英文版.docx

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新员工入职培训手册英文版

FRONTDESK

Dearteammember,

Firstly,averywarmwelcometotheCrownePlazaShenzhenaspartofFrontOfficeDepartment.Ourkeytosuccessdependsverymuchonyourpositiveattitude,creativeflairandeyetodetails.Wearecommittedtodeveloppeoplethroughknowledgeenlarging,skilltrainingandworkforcemotivation.YourremarkablecontributioninFrontOfficeDepartmentwillbegreatlyappreciated.

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。

IwishyouapleasantandfruitfulworkingexperienceatFrontOfficeDepartment.

祝愿您在这个团队里工作愉快，并获得宝贵的工作经历。

Yourstruly,

此致

TABLEOFCONTENTS

Part1

ØWelcomeLetterFromDirectorofRoomsPage02

ØDepartmentalOrganizationChartPage04

Part2

ØJobdescriptionPage05

Part3

ØStandardOperatingProcedures

●RegisterFITPage09

●CheckOutGuestPage12

●GroupCheckInPage15

●GroupCheckOutPage17

●PCREnrollmentPage18

●MakeaReservationPage20

●GroupInformationCheckPage23

●FreeRoomUpgradePage25

●HouseUseandComplimentaryRoomPage26

●RoomChangePage27

●ExtraBedPage29

●LateCheckOutPage30

●ExtensionPage32

●CancellationPage34

●IncognitoCall,ScreenCallandDoNotDisturbPage36

●SleepOutPage38

●AuthorizationOfEntryToGuestRoomPage39

●AdvanceDepositPage41

●HandlingOfForeignCurrencyandCompany

CheckasDeposit.Page45

●AccountInformationForCreditCardPage46

●AccountInformationForDirectBillingPage47

●AccountInformationTravelVoucherPage48

●CashPaidOut,CashAdvanceandRebatePage50

●CashFloatHandOverandControlPage53

●DropSafePage54

●ContingencyReportPage55

●ComputerSystemDownProcedurePage56

Part4

ØAcknowledgementletterbyemployeePage57

FRONTOFFICEORGANIZATIONCHART

KeyResponsibilities

∙Greetsallguestsatalltimesinafriendlyandhelpfulmannerandattemptstolearnanduseguest’snameateveryopportunity

∙Registersandroomsallarrivalsaccordingtoestablishedprocedures

∙Maintainsintimateknowledgeofdepartmentalstandardsandprocedures

∙Performscheckin,checkoutandroomchangeproceduresandensuresalldataareenteredcompletelyintothehotelsystemsinaccordancewithreservation

∙Ensureconfidentialityofguestinformation

∙Maintainscashierfloatandensuresaccuratedailyreportofallmoneyreceived

∙Casheshotelguest’spersonalandtravelerschecksandassistswithcurrencyexchange

∙Keepsabreastofallmodificationstoaccountingpoliciesandprocedures

∙Knowledgeableofallspecialpromotionprocedures,forprogramssuchas:

SeasonalPackages,FrequentFlyersPrograms,andalsoPriorityClubRewardsprograms.

∙Attendstoguest’scomplaints,inquiriesandrequests,refereesproblemstosupervisor/ReceptionManagerifhe/sheunabletoassist

∙IsfamiliarwithotherIntercontinentalHotelsandResortssothatguestindicatinganynextdestinationontheregistrationcardcanbe“sold”anonwardbookingtoanotherInterContinentalHotels

∙Doeseverythingpossibletoensurethattheguestsdepartthehotelwithapositiveimpressionofhotelservice

∙Performstheauditbalancesandpreparesallworksforauditinanorderlyfashion

∙Whenonnightshift,checksnightreportandpreparesthemorningreport;ensuresworkingsoffunctionsareputonnoticeboardaccordingly

∙Maintainscomprehensiveknowledgeofstandardreservationproceduresincludinghowtoreadtelex,e-mail,messages,andhowtointerpretavailabilitysourceswithinthereservationsystems

∙MaintainsexemplarydeportmentstandardsofbehaviorandappearanceandattitudeasexpectedinaIHGBrand

∙Takespersonalinterestandpridetoensurethatthefrontdeskworkareaiskeptcleanandinanorderlystateatalltimes

∙EndeavorstomaintainthehighstandardsofthehotelwithparticularregardtotheimportanceofPriorityClubRewardsProgrammemberandotherVIP’sandwithreferencetohotelandtobeahealthorsafetyhazard

OccupationalHealthandSafetyResponsibilities

∙DemonstrateAwarenessofOH&SpoliciesandproceduresandensureallproceduresareconductedsafelyandwithinOH&Sguidelines

∙Beawareofdutyofcareandadheretooccupational,healthandsafetylegislation,policiesandprocedures

∙Befamiliarwithpropertysafety,firstaidandfireandemergencyproceduresandoperateequipmentsafelyandsensibly

∙Initiateactiontocorrectahazardoussituationandnotifysupervisorsofpotentialdangers

∙Logsecurityincidentsandaccidentsinaccordancewithhotelrequirements

KeyCompetencies

KeyTasks

TakingResponsibility

∙Striveforconstantimprovementandtakeresponsibilityforyourownperformance

∙AdheretoInterContinentalHotelGroupCorporateCodeofConduct

∙AdheretoHotelHandbookandgeneralpoliciesandprocedures

∙AdheretoFrontDeskPoliciesandProcedures

∙ReportproblemstoManagementwithsuggestionsforresolution

UnderstandingMyJob

∙Clarifiesownjobresponsibilitiesandlooksforopportunitiesthatwillincreaseskillsandjobknowledge

∙Understandshowtheirrolefitswithothersandcontributestothesuccessofbusiness

∙Understandsthehotel’sfacilities,productsandservices

∙Providesinformationwhenrequestedandpromoteshotel’sservices,facilitiesandspecialevents

∙Implementssectionproceduresandpoliciesasneeded

CustomerFocus

∙Buildandmaintainpositiverelationshipswithallinternalcustomersandguestsinordertoanticipatetheirneeds

∙Anticipateguestneeds,handleguestenquires,andsolveproblems

∙Createapositivehotelimageineveryinteractionwithinternalandexternalcustomers

∙Adheretohotelbrandstandards

∙Maintainahighlevelofproductandserviceknowledgeinordertoexplainandsellservicesandfacilitiestoguests

∙Assistguestsandescortthemtolocationswithinthehotelattheirrequest

∙Maintainknowledgeofspecialprogramsandeventsinthehotelinordertorecognizeandrespondtoguestsneeds

∙MaintaincurrentHotelinformationtobeabletoprovideinformationtoguests

Teamwork

∙Demonstrateco-operationandtrustwithcolleagues,supervisors,teamsandacrossdepartments

∙Communicatewelltoensureeffectiveshifthand-over

∙Activelyparticipateinorganizedmeetings

∙Interactwithdepartmentandhotelstaffinaprofessionalandpositivemannertofostergoodrapport,promoteteamspiritandensureeffectivetwowaycommunication

Adaptability

∙Beopentonewideasandmakechangesinthejobandroutineasrequired

∙Workinlinewithbusinessrequirements

∙CompletetasksasdirectedbyManagement

DevelopingSelf

∙Develop/updateskillsandknowledge（internallyorexternally）toreflectchangedtechnologyorchangedworkrequirements

∙Seekfeedbackonareasofshortfall

∙Maximizeopportunitiesforselfdevelopment

Reliability

∙Ensurethatyourworkqualitymeetsthestandardsrequiredandcompletetasksinatimelyandthoroughmannerwithminimumsupervision

∙Followstandards,policiesandprocedures

∙Meethotelattendanceandgroomingstandards

CulturalAwareness

∙Workeffectivelywithcustomersandcolleaguesfromdifferentviewpoints,culturesandcountries

ReplacementandTemporaryMission

∙Tobeflexibleandwillingwhileaskingtofaceinanyareathatneedstobehelpedinanemergencyordifficultcircumstancesasassignedorrequiredbymanagement.

∙Tobereadyandresponsibletoperformanyotherdutiesasdesignatedorrequiredbymanagementfromtimetotime.

Notice

∙Thisisahotelbusinessandafriendlyserviceatmospheremustbeprojectedatallthetimes.

∙Managementreservestherighttomakechangestothisdescriptionatitssoledirectionwithoutadvancenotice.

SUBJECT:

REGISTERFIT

WhentheguestapproachFDcounter,thefollowingcheckinginprocedureshouldbeprocessed.

当客人来到前台时，根据以下程序登记入住。

1.Staffmakeseyecontactwhenguestapproachescounter.

在客人靠近前台时，应与客人有目光接触。

2.Guestiswarmlygreetedatthecounterwithyoursmileandpleasantexpressions.

“GoodMorning/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.AskforpassportorIDforregistration.

“MayIhaveyourpassportorIDforregistration?

”

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.Guestnameisusedduringtheregistration.

（OnceyouknowguestsurnamefrompassportandID,youmustusetheguestnamethroughout.）

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.Retrieveguestbooking.

Asktheguest“Mr._____,isthisyourfirsttimetostayinourhotel?

”

Ifnot,youshouldsay“Welcomeback!

Mr._____”

Ifyes,youshouldsay“WelcometotheCrownePlazaHotelShenzhen!

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.PCRenrollment.

“AreyouourPriorityClubmember,Mr._____?

”

Ifyes,putguestnumberinsystem.

Ifnot,enrollguesttobeamember.

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.CheckAddRemarksifanymailormessageisbeingheldfortheguest.

检查备注是否有留言或给客人的邮件。

8.Confirmreservationdetails.

“Mr.______,youwillbestayingwithusforXXnights,c/oonXXX?

”

“Youbookedournon-smokingdeluxeroomwithonekingsizebed.”

（Iftheoccupancyisnothigh）

“Youprefersmokingornon-smoking?

”

“Kingbedortwin?

”

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.Assigntheroom.

Assigntheroomaccordingtoguestpreferenceinspecialservice.

Alwa