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
ØWelcome Letter From Director of Rooms Page 02
ØDepartmental Organization Chart Page 04 Part 2
Ø Job description Page05
Part 3
Ø 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
Ø 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
JOB DESCRIPTION
JOB TITLE: Front Desk Agent
AREA/DEPARTMENT: Rooms Division / Front Office
REPORTS TO: Front Desk Supervisor / Reception Manager POSITIONS SUPERVISED: Nil
JOB SCOPE: Under the general direction of the Reception
Manager or his / her delegate and within the
limits of established InterContinental Hotels
Group brand and local policies and
procedures, responsible for all activities
relevant to the Front Desk such as the
reception, check in / out, rooming of all Hotel
guests, foreign exchange, responsible for
accounting and collection of all revenues
and monies, assists them with inquiries.
Promotes the desired work culture around
the five core values of Trust, Integrity,
Respect, One Team and Service of the
InterContinental Hotels Group and the brand
ethos.
TESTIMONIAL: I have read and received a copy of the description and fully understand that violation of any of the stated responsibilities and duties is grounded for disciplinary action.
Signature: ……………………………………………………………………………………………
Date: ………………….
SUBJECT : REGISTER FIT
When 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 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。

”
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.
Always give options, if you cannot offer the room that guest prefer.
Do not forget to up sell the rooms and packages.
分房。

根据客人喜好分配房间。

在你无法满足客人需要时，尽量给客人提供选择。

别忘了推销更高一级的房间和套餐服务。

10.Print out registration card.
If it’s the first time that the guest stays with us, obtain business card from guest by saying “Mr._____, may I have your business card? Then I can fill in the regist ration card for you. I only need your signature here.”
If guest is return guest, you should say “May I have your signature please, Mr._____?”
打印入住登记卡。

如果客人是第一次入住酒店，尝试向客人索取名片“XXX先生，可以给我一张您的名片吗？
那么我就可以帮您填写登记卡，您只需签个名就可以了。

”
如果客人是回头客，你应说“请在这签名。

”
11.Ask for deposit.
“Mr._____ how would you like to settle your bill?”
(If settled by credit card)
“May I have your credit card, please?”
(If settled by cash)
“I need XXX for deposit, Mr._____.”
“Mr._____, this is the receipt of your deposit, please keep it and return to us upon checking out.”
索取押金。

“XXX先生，退房时您选择用怎样的方式结帐呢？”
（如果用信用卡）
“可以用一下您的信用卡吗？”
（如果用现金）
“我需要XX钱作押金，XXX先生。

”
“XXX先生，这是您的押金条，请收好并在退房时交还给我们。

”
12. Confirm c/o time with guest.
“Mr._____, what time will you be checking out on XXX?”
确认退房时间。

“XXX先生，请问您XX号准备几点退房呢？”
13. Present key holder to the guest.
“Mr._____, your room is on XX floor, non-smoking and king bedded! This is your room rate (use your hand to point out), plus 15% service charge. Breakfast is inclusive in our coffee shop (use your hand to show the guest where is the coffee shop) from 6:30 to 10:30.”
“The rate is for accommodation only. But for your information, our coffee shop serves American Breakfast from 6:30 to 10:30.”
将房卡给客人。

“XXX先生，您的房间在XX楼，非吸烟大床房。

您的房价在这（用手指出），加15％的服务费，包含咖啡厅早餐（用手指示咖啡厅位置），从6:30到10:30。

”
“房价没有包含早餐，但酒店咖啡厅提供美式早餐，从6:30到10:30。

”
14. Wish guest would have a pleasant stay.
“Thank you, Mr._____, my colleague XXX will show you the room. Enjoy your stay.”
(If guest has no luggage)
“Thank you, Mr._____, elevator is over there. Enjoy your stay.”
预祝客人入住愉快。

“谢谢您，XXX先生，我的同事XXX会送您到房间。

入住愉快。

”
（如客人无行李。

）
“谢谢您，XXX先生，电梯在那边，入住愉快。

”
SUBJECT : CHECK OUT GUEST
When the guest approach FD counter to check out, the following procedure should be processed.
当客人来到前台退房，根据以下操作程序进行。

1.Greet guest.
“Good morning/afternoon, Sir/Madame. Checking out?”
问候客人。

“早上好，下午好，先生，小姐。

退房吗？”
2.If answer is yes.
“May I have your room number please? And may I have your room key back?”
(Once know guest’s name, please address guest by surname.)
如答是。

“请问您的房号？我可以收回房卡吗？”
（一旦从系统中得知客人的姓名，要称呼客人的姓氏。

）
3.Ask mini bar consumption.
“Mr._____, is there any last minute consumption from mini bar since last night?”
询问迷你吧消费。

“XXX先生，从昨晚到现在有迷你吧消费吗？”
4.Present bill to guest.
“Mr._____, this is your bill, please double check. If it is corre ct, may I have your signature here please?”
(Show the guest the place to sign.)
向客人出示帐单。

“XXX先生，这是您的帐单，请确认。

如果没有问题，请在这签名。

”
（给客人指出签名位置。

）
5.PCR program
(If you notice the guest is not a PCR member, introduce the program and enroll guest.)“Mr._____, would you like to join our Priority Club? It is a Frequent Traveler Program worldwide. Once you are our member, if you spend 1 US dollar in the hotel, you may get 10 points or 2.5 miles. It is totally free and no black out date. I only need your business card for enrollment.”
优选俱乐部会员计划。

（如发现客人仍未是优选俱乐部会员，向他介绍这项计划并邀请加入。

）
“XXX先生，您希望加入我们的优选俱乐部吗？这是洲际酒店集团全球性的常客计划。

您一旦成为我们的会员，您在酒店每消费一美元，便可获得10个积分或2.5个飞行里程。

这项计划完全是免费加入的且无限期。

您只要给我一张您的名片便可加入了。

”
6.Ask for payment.
“Will you use the same credit card to settle your bill?”
or “Will you use cash to settle your bill?” (I should refund XXX to you.)
结帐。

“请问您还是用同一张信用卡结帐吗？”
或“请问您是用现金结帐吗？”（我要退回XX钱给您。

）
7.Safety box.
“Is your safety box empty in your room?”
“Please make sure everything is with you.”
保险柜。

“请问您房间的保险柜还有任何东西吗？”
“请拿好随生物品。

”
8.Ask guest staying experience.
“How was your stay with us, Mr._____?”
(If answer is positive.)
“Thank you, Mr._____. So when will you be back?”
(If guest tells you he/she has the reservation with us for his/her next visit, retrieve the reservation and give guest confirmation number.)
(If guest will be back and no reservation, make one for him and give confirmation number.)
(If guest tells you he/she is going to another city, check with guest whether he/she need us to book our
sister hotel in that city, and take action accordingly.)
“Would you like me to book our sister hotel in Shanghai for you?”
询问客人入住经验。

“住得还好吗，XXX先生？”
（如果回答是肯定的。

）
“谢谢您，XXX先生。

那么您什么时候再次光顾呢？”
（如客人说已经做好了下次的预定，找出预定并告知确认号码。

）
（如客人尚未预定，为他预定并告知确认号。

）
〔如客人说他要到别的城市，问客人是否需要帮他预定我们的姐妹酒店。

〕
“请问您是否需要我帮您在上海预定我们的姐妹酒店呢？”
(If answer is negative.)
“Thank you to let us know. I will tell my manager personally. Sorry about any inconvenience caused to you.”
（如回答是否定的。

）
“谢谢您通知我们，我将告诉我的经理，非常抱歉给您造成的不便。

”
9.Pass bill to guest.
If guest needs Fa Piao, then put Fa Piao and guest bill in Thank You envelop, give to guest with both hands.
将帐单给客人。

如客人需要发票，将帐单及发票一起放入信封，双手递给客人。

10.Ask the guest if he needs bell service for his luggage and transportation.
“Mr. _____, shall I call a bell boy to collect your luggage? Would you like me to arrange transportation for you?”
询问客人是否需要我们的行李生帮他拿行李及订车。

“XXX先生，需要帮您拿行李吗？需要帮您安排车吗？”
11.Introduce yourself to guest.
“I am _____, if you need any help in the future, you may contact me or my colleagues.
We will be happy to s erve you.”
介绍自己。

“我是XXX，以后有需要，您可以联系我或我的同事，我们将很乐意为您提供服务。

”
12.Bid farewell to guest.
“Thank you for staying with us, Mr._____. Hope to see you soon.”
“Have a nice day!”, “Have a nice trip home!”, or “Have a safe trip!”
告别客人。

“感谢您入住我们酒店，XXX先生。

希望您再来。

”
“祝您愉快。

”，“旅途愉快。

”或“预祝您有个安全的旅程。

”
SUBJECT : GROUP CHECK IN
1.Find out group resume from file. Read it carefully, especially guests’ information,
ETA, check-in arrangement and billing instruction.
从文件夹中提取团队资料。

仔细阅读，特别是客人信息，到达时间，入住安排和结帐方式。

2.Open group master folio, double check charge routine according to billing
instruction.
打开团队MASTER FOLIO，根据结帐方式再次确认MASTER FOLIO中的收费路径。

3.Pre-block rooms and inform HSKP to clean up as soon as possible.
预先安排房间，通知客房部尽快打扫。

4.Prepare keys for vacant rooms (Note: do not prepare keys for occupied rooms to avoid
double check in). Print out group arrival summary report (Note: rooms in total and rate must be on report) and keep it with room keys.
准备空房的房卡。

（注意：不可以准备被占用房间的，以防止双重入住）。

打印团队到达报告（注意：报告中应有全部房间数及房价），并和房卡放在一起。

5.Group room status should be monitored regularly to ensure all rooms are ready before
group arrival.
时刻留意房态，确保在团队到达前所有房间处于可卖状态。

list with passport and visa number or ID number should be provided by travel
agent or company in advance. If we don’t have, when group arrives, obtain it from organizer for express check in. Otherwise each guest should approach Front Desk individually for registration.
领队或其公司应预先提供客人名单，护照，签证号码或身份证号。

如无，当客人到达时，向组织索取以便快捷入住。

否则，客人需要亲自到前台办理入住手续。

7. Communicate with organizer for charges th at won’t be covered by travel agent or
company and get deposit for these charges.
于组织者沟通，确认不由旅行社或公司支付的费用的付费方式。

并对此部分收取押金。

8.Obtain signature of organizer on in-house group information form thereby confirming
the check-out time, baggage-handling instructions, wake-up call arrangements and any other special requests.
组织者在入住团队资料表上签名，确认退房时间，行李交接，叫早服务和其他特别需求。

9.Give room keys.
发放房卡。

10.Update necessary information in system and distribute in-house group information
form with arrival summary report to the concerned departments.
在电脑系统里输入必要的资料。

分发入住团队资料表及到达报告到相关部门。

11.Keep original copy of report and name list in the Registration Card folder of smallest
room number in the group.
保留原始报告和客人名单在最小的房号文件夹中。

SUBJECT : GROUP CHECK OUT
1.Greet group guests and organizer.
问候客人及组织者。

2.Ask tour guide name of the group. Inform HSKP group check-out. Retrieve in-house
group
information form.
和团队导游确认团名并通知客房部退房。

获取入住团队资料表。

3.Check information in master folio and individual folio carefully regarding payment.
仔细查看团队主帐单及每个客人帐单的付费情况。

4.Cooperation with organizer to get room keys back and check with guests mini bar
consumption.
协同组织者收回房卡，和客人确认迷你吧消费。

5.Print out charges that are not covered by travel agent or company, and hand it over
to organizer. Settle those charges with organizer’s help.
打印出不被公司或旅行社支付的费用的帐单给组织者。

在组织者的帮助下完成结帐工作。

6.Check outstanding charges regularly.
检查尚未结算的费用。

7.Print out bill of master folio and ask organizer to sign on it.
打印主帐单，获取组织者的签名。

8.Attach reservation fax, rooming list, all supporting bills with master bill. If
master folio balance is zero, submit to Account, otherwise put all in c/o with balance drawer in back office for future reference.
附预定传真，房号表及所有小单于总帐单。

如主帐单平帐为零，交由财务部，否则放于前台退房未结帐文件夹以备后需。

SUBJECT : PCR ENROLLMENT
Priority Club Reward is a frequency traveler program of IHG, which is important for our hotel, because members represent a substantial part of our repeat business.
优选俱乐部会员奖励计划是洲际酒店集团的常客计划，对我们酒店非常重要，因为会员扮演着重要的回头客角色。

To enroll a member, first of all, you should be prepared for several things.
要邀请客人成为会员，首先你得有所准备。

1.To be familiar with the program;
Only when you are familiar with all the information of this program, then you can be able to introduce all conditions and benefits to our guests, and to attract their interests to become our repeat guest.
熟悉会员计划。

只有当熟悉了此计划的所有信息，你方能向客人介绍所有的入会条件及会员优惠，让客人有兴趣加入并成为我们的回头客。

2.Identify your enrolling target;
You should know which type of guests are possible to be enrolled as our members, normally, frequent travelers requesting mileage, individual guests who is not tourist travelers, corporate guests, guest who traveling to or from a country where we have sister hotels, etc;
熟知你选择的对象。

你应当知晓哪种类型的客人有可能被邀请加入我们的会员。

通常是经常旅行并希望获取飞行里程的客人，非旅行社客人，公司客及有我们姐妹酒店的国家来或去的客人。

3. Deliver what you’ve promised to the newly enrolled members, which is very
important to both our guests and our hotel. It is the time for you to help hotel to build up credit and image, and keep guest loyalty to hotel.
向新加入的会员送达我们的承诺，对酒店和新会员都尤为重要。

这是帮助酒店建立信誉和提升形象的良机并保持客人对酒店的忠诚。

How to enroll a member?
如何邀请客人加入会员？
1.Ask guest if he/she is our Priority Club member;
询问客人是否优选俱乐部的会员。

2.Show guest the brochure and introduce the benefits, do not list all the benefits,
emphasize the most attractive benefit to guest to draw his/her attention;
让客人浏览会员手册并介绍会员所享有的优惠，只需强调最吸引客人的方面，引起其注意。

3.Ask guest if he/she wishes to enroll;
询问客人是否愿意加入。

4.Ask for guest name card to help guest to fill the form to reduce the burden,
do not let guest feel trouble to fill the form;
向客人索取名片以便帮助客人填写会员申请表以减少客人的负担。

5.If guest is hesitated, do not try to push guest to enroll, give guest one brochure
and suggest him/her to read it first;
如果客人犹豫，不要强加。

附送会员手册，建议客人先了解此计划。

6.Make sure follow up all the benefits which guest entitles to enjoy, like welcome
fruit plate and newspaper, etc;
确认跟进所有会员优惠，例如果盘，报纸等。

7.Key in guest membership number into guest current folio and also guest history
mast. (If he/she has.)
在电脑系统中输入客人的会员号。

客史中也需输入。

8.Double check the enrollment form, make sure guest name, address and airline
membership number are clear and correct before you pass the form to RSVN.
再次确认申请表上客人姓名，地址和航空公司会员号清晰，正确，然后交由预定部。

Remember: 80% of our guests think the benefits and recognition they received are more important than the points and mileage;
记住：80％的客人认为他们得到的优惠和被认知比起积分和里程更为重要。

Make sure: you deliver what you have promised to our guests.
确保：你送达对客人的承诺。

SUBJECT : MAKE A RESERVATION
Actuality of reservation is very important, it can help to control room inventory, and also affect guest’s checking in experience. When Front Desk Agent makes a reservation for guest, the following procedure should be done.
预订的正确性十分重要，它有助于控制酒店房间，也影响到客人入住经历。

如前台员工为客人作预订，应例行如下：
1.Telephone was answered within 3 rings.
三声内接听电话。

2.Greet guest.
“Good evening, Front Desk, this is XXX, how can I help you?”
问候客人：“晚上好，这是前台，我是XXX，请问有什么能帮到您？”
3.Confirm checking in and checkout date. Check room inventory.
确认入住及退房日期。

查看房情。

Guest: “I want to make a reservation.”
客人：“我想作个预订。

”
Staff: “How may I address you, sir?”
员工：“我怎样称呼您呢，先生？”
Guest: “This is Steven Brown.”
客人：“我是STEVEN BROWN。

”
Staff: “Mr. Brown, are you our Priority Club member?”
员工：“BROWN先生，请问您是我们酒店优选俱乐部会员吗？”
Staff: “Did you stay in our hotel before? And may I have you checking in and checkout date.”
员工：“以前有住过我们的酒店吗？请问何时入住和退房呢？”
(Ask whether guest is return guest, in order to find out which price has been offered before and also guest’s preference.)
（看客人是否有客史，根据客史资料找出以前提供的房价，以及客人的喜好。

）
Guest: “Check in on XXX and check out on XXX.”
客人：“我将在XX入住，在XX退房。

”
(Front Desk Agent must listen carefully about checking in and checkout date. Then check room inventory properly.)
（前台员工需仔细聆听入住时间，退房时间。

查看房性。

）
If no room available,
如果没有房间
Staff: “Sorry, Mr. Brown hotel is fully booked on XXX. Would you like me to put your reservation in waiting list or would you like me to recommend another hotel for you?”
员工：“对不起， BROWN先生，在XX天房间已预订满了。

您愿意我们把您的预订放在等候名单吗？或者推荐其他酒店给您？“
(Remember: PCR platinum member’s booking is 72 hours guarantee booking.)
（记住：白金卡会员如提前72小时预订，酒店必须提供房间）
If guest would like you to put his reservation in waiting list, the reservation details should be taken down.
如客人愿意被列入等候名单，我们要记下详细的资料。

4.Recommend room and quote price.
推荐房间并报价。

If rooms are available,
如果有空房，
Staff: “Mr. Brown, will you travel alone?”
员工：“BROWN先生，您一个人入住吗？“
(Ask this question, in order to recommend proper room type according to guest needs.
If travel with family, deluxe room above category should be recommend.)
（根据客人需要安排适当的房间。

如果和家人入住，我们则推荐豪华房以上的房型。

）
Staff: “We have superior room, deluxe room and suite, which kind of room would you prefer?”
员工：“我们有高级房，豪华房，套房，您喜欢哪种呢？”
(To be ready for being asked difference between different room category and selling price. Don’t forget upselling.)
（准备好被客人询问各个房间的不同之处及房价。

记住推销高等级的房间。

）
5.Make reservation in system.
在电脑里作预订。

(Double conf irm the spelling of guest’s name, ensure it is correct.)
（确认客人姓名拼写正确。

）
6.Guarantee booking and obtain contact number.
担保预订并提供确认号。

Staff: “Mr. Brown, may I have your checking in time?”
员工：“BROWN先生，请问您几点入住酒店呢？”
Staff: “Mr. Brown, may I suggest you to guarantee your booking, as hotel occupancy is high on XXX.”
员工：“BROWN先生，因为住房率比较高，所以我建议您担保您的预订。

(Explain meaning of guarantee booking.)
（向客人解释什么是担保预订）
Staff: “Mr. Brown, your booking is guaranteed, if you are no-show on XXX, one night room rate will be charged to your credit card as penalty. If you would like to change your reservation, hotel should be informed 24 hours in advance.”
员工：“BROWN先生，您的预订已被担保，如果当天您未到，我们会从你的信用卡收取一晚的
房费。

如果你的预订有变动，请在您原定入住日前24小时通知酒店。

”
Staff: “May I have your contact number, Mr. Brown?”
员工：“请留下您的联系电话，BROWN先生.”
7.Offer transportation service.
提供接送服务
Staff: “By the way, Mr. Brown, would you like us to arrange pick up service for you?”
员工：“另外，BROWN先生，您需要我们为您提供接机服务吗？”
Staff: “For the transportation service, fax and credit card guarantee are required.
Once we received your fax, our Concierge will contact you for arrangement.”
员工：“有关接机服务，我们需要您通过传真预订和信用卡担保。

一旦我们收到您的传真，我们
礼宾部会尽快和您联系安排接机事宜。

”
8.Close selling.
结束卖房。

(Repeat guest’s reservation.)
（重复客人的预订。

）
Staff: “Mr. Brown, may I repeat your reservation details?You will be checking in on XXX, and checking out on XXX. Non-smoking and king bedded deluxe room for you.
The price is RMBXXX per night including daily breakfast. No transportation requirement. The confirmation number is XXX.”
员工：“BROWN先生，我为你复述一下您的预订，您在X月X日入住，X月X日退房，不吸烟
一张大床的豪华房，房价是XX一晚，包一份早餐。

您不需要接机服务。

您的确认号是XXX。

”
(Provide hotel address: Our hotel is located in Overseas Chinese Town, opposite to Window Of The World.)
（提供酒店地址给客人: 我们酒店座落于华侨城，世界之窗对面。

）
9.Thanks for the reservation.
谢谢客人来电。

Staff: “Thank you for choosing Crowne Plaza Shenzhen, Mr. Brown. See you on XXX.”
员工：“谢谢您选择深圳威尼斯皇冠假日酒店， BROWN先生，X月X日见。

”
SUBJECT : GROUP INFORMATION CHECK
Registration card is the contract between hotel and guest, it must be able to provide the necessary information. When you update the registration card in the Lanmark system the following information should be considered.
入住登记卡是酒店和客人之间的合同，它必需能够提供必要的信息。

当在LANMARD系统中更新登记卡资料的时候，下列各项信息应该被考虑其中。

1.Guest’s full name on passport or ID, including English
and Chinese. Guest’s gender.
客人在护照或身份证上的全名，包括英文名和中文名。

客人的性别。

2.Guest’s passport or ID number, date of birthday, VISA
type, number and expire date.
客人在护照或身份证号，生日，签证种类，签证号码，签证有效期。

3.Nationality or area, language.
国家或地区，语种。

4.Room number and folio number, market code and source code.
房间号码和确认号，MARKET CODE及SOURCE CODE。

5.Accurate number of guests, VIP status.
准确的客人数及VIP级别。

6.Room rate and benefits.
(Especially breakfast is inclusive or not.)
房价和享有的优惠。

（特别是包不包括早餐〕
7.Method of payment.
(Attach voucher at the back of registration card.
Attach credit card imprint in the middle of registration card.
If guest pays cash, amount and king of currency should be indicated on registration card.)
付费方式。

（在登记卡的背后附上凭单。

在登记卡的中央附上信用卡单。

如果客人付现金，数量及币种应在登记卡上标明。

）
8.Contact number and email address.
(Update in AddRemarks.)
联系电话和EMAIL地址。

（更新在备注中）
9.Guest preference.
e.g. smoking, non-smoking, king bed, twin bed, sea view, park view etc.
客人的喜好。

（如；吸烟，非吸烟，大床，双床，海景房，园景房等等）
10.Check out date.
(Update check out time in the TravelInf, if you got from guest upon c/i.)退房日期。

（如果在客人入住获取了客人的退房时间须在TravelInf中登记）
SUBJECT : FREE ROOM UPGRADE
1.Upgrades may occur when a room type reserved is not available due to high occupancy.
Front Desk Agent offers guest the next room category and fixes the room rate. Upgrades should only be happened during peak season. It is the responsibility of all Front Office staff to sell rooms according to room types available for sale.
升级可能发生在高住房率时不能提供客人所定的房型。

前台员工给客人提供高一等级的房间并锁定房价。

升级房间只应在旺季时发生。

前台员工有责任按房间类型来销售房间。

2.Guests who are upgraded due to high occupancy should stay in the same room for the
full length of stay in order to minimize inconvenience for them. Recommend upgrade one or two nights stay guest or paying high rate guest.
由于高住房率，被升级的客人在其居停期间应被保证入住同一间房，以最小化为其带来的不便。

建议为停留一至二天的客人或付高房价客人提升房间等级。

3.Director of Sales, FOM, AFOM and Reception Manager may approve upgrade at any time
for certain reason.
销售总监，前厅经理，前厅副经理和接待经理有权批准升级。

4.Any upgrade to suite, Director of Sales, FOM, AFOM and Reception Manager must be
consulted before making upgrading.
任何升级到套房的情况，必须告知销售总监，前厅经理，前厅副经理和接待经理，并与之协商。

5.If the hotel is short of rooms, AFOM, Reception Manager and Assistant Manager should
discuss with the Front Office Manager to decide on which guests should be upgraded.
Preference lies with VIP and very regular guest.
如果酒店房间不足，前厅副经理，接待经理和大堂经理应同前厅经理讨论并选定哪些客人应该被升级。

通常会选择贵宾和常客。

6.Front Desk Agent must obtain approval from FOM, AFOM or Reception Manager.
前台员工必须获得前厅经理，前厅副经理和接待经理的批准。

7.All upgrades should be done according to the authorized executives with explanations
on the upgrade. I.e. force upgrade due to no room available; upgrade per DOS as guest is Managing Director of a big company.
所有房间的升级必须获得授权并附上说明。

（被迫升级因没有能提供的房间，销售总监批准升级房间，因客人为大公司管理总监。

）
8. All Front Office staff should take note that upgrade to next room category could
be done for platinum level of Priority Club member.
所有前厅部员工可以将优先俱乐部白金卡会员房间升级至下一种房型。

SUBJECT : HOUSE USE AND COMPLIMENTARY ROOM
House use and complimentary room do not generate revenue for hotel. Both house use and complimentary are subject to pre-arrangement and must get approval from GM with official form.
自用房和免费房不为酒店创造收入。

两者都需提前安排并得到总经理的书面确认。

1.All complimentary room guests and house-use staffs must go through F.I.T.
check-in procedure.
所有免费房及自用房需办理入住手续。

2.Booking source of house use guest folio should only be under “Crowne Plaza
Shenzhen”.
自用房的定房来源只应是“深圳威尼斯酒店”。

3.Reason of house use or complimentary room must be input in the AddRemarks, also
special market code is required.
提供免费房和自用房的原因必须在电脑中备注，并使用相应的MARKET CODE。

4. A complimentary form should be filled out and approved by GM, details are as
following:
应正规填写免费房申请单并经总经理批准，内容包括以下：
a)Guest name
客人姓名
b)Period of stay
入住天数
c)Reason of house use or complimentary
使用自用房或免费房原因
d)GM approval signature
总经理签名
5. Make copy of the correspondence of the booking and attach on the back of registration
card as supporting document.
复印相应的预定信函，并附在登记卡的背面以做说明。