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, skill 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 at 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 CONTENTS Part 1

➢Welcome Letter From Director of Rooms Page 02 ➢Departmental Organization Chart Page 04 Part 2

➢ Job description Page05 Part 3

➢ Standard Operating Procedures

●Register F I T Page 09

●Check Out Guest Page 12

●Group Check In Page 15

●Group 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 and 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 Voucher 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 56 Part 4

➢ Acknowledgement letter by employee Page 57

FRONT OFFICE ORGANIZATION CHART

FOM 前厅部经理

1Asst.FOM 前厅部副经理

1

Asst. Manager CPC Manager Reception Manager

大堂副理行政楼层经理接待经理Mr. Oliver Zhao Mr. Lee Kwan Tae

Ms. Annie Cai

Mr. Steven Wang 11Ms. Betty Zhao Mr. Johnson Zhu

4

FD Senior Supervisor

Senior Supervisor Senior Supervisor 高级接待主管

礼宾部高级主管

车队高级主管

1

11

GRO Supervisor BC Supervisor GSC Supervisor Concierge Supervisor

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

1111Senior GRO FD Asst. Supervisor BC Asst. Supervisor GSC Asst. Supervisor Asst. 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

2

GRO FD Agent BC Clerk GSC Clerk Bellman & Door girl Driver 客户关系主任

接待员商务中心文员

客户服务中心文员

行李生&门童

司机10122101510

1

Guest Service Center Manager

客户服务中心经理Ms. Sandra Huang

1Mr. David Yang

Chief Concierge

礼宾司