【正文】 lements section procedures and policies as neededCustomer Focus Build and maintain positive relationships with all internal customers and guests 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 explain 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 information to guestsTeamwork Demonstrate cooperation and trust with colleagues, supervisors, teams and across departments Communicate well to ensure effective shift handover Actively participate in organized meetings Interact with department and hotel staff in a professional and positive manner to foster good rapport, promote team spirit and ensure effective two way municationAdaptability 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 (internally 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 plete tasks in a timely and thorough manner with minimum supervision 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 area 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 projected at all the times. Management reserves the right to make changes to this description at its sole direction without advance notice. SUBJECT : REGISTER FITWhen the guest approach FD counter, the following checking in procedure should be processed.當客人來到前臺時，根據(jù)以下程序登記入住。1. Staff makes eye contact when guest approaches counter. 在客人靠近前臺時，應與客人有目光接觸。2. Guest is warmly greeted at the counter with your smile and pleasant expressions.“Good Morning/afternoon/evening, Sir.” 微笑并熱情禮貌地問候客人。 “早上好、下午好、晚上好，先生?！?. Ask for passport or ID for registration.“May I have your passport or ID for registration?” 向客人索取護照或身份證進行登記。 “麻煩您出示護照或身份證登記一下，好嗎？”4. Guest name is used during the registration.(Once you know guest surname from passport and ID, you must use the guest name throughout.) 整個入住登記過程中都要稱呼客人姓名。 （一旦你從客人護照或身份證上取得客人姓氏后，必須稱呼客人姓氏。）5. Retrieve guest booking. Ask the guest “, is this your first time to stay in our hotel?”If not, you should say “Wele back! ”If yes, you should say “Wele to the Crowne Plaza Hotel Shenzhen! ” 在系統(tǒng)里找出客人的預定。 詢問客人“XXX先生，這是您第一次入住我們酒店嗎？” 如果回答否，你應說：“歡迎您回來，XXX先生。” 如果回答是，你應說：“歡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. 優(yōu)選俱樂部會員招募。 “您是我們優(yōu)選俱樂部會員嗎，XXX先生？” 如是，將客人的會員號碼記入電腦系統(tǒng)。 如否，鼓勵客人加入。7. Check AddRemarks if any mail or message is being held for the guest. 檢查備注是否有留言或給客人的郵件。8. Confirm reservation details.“, you will be staying with us for XX nights, c/o on XXX?”“You booked our nonsmoking deluxe room with one king size bed.”(If the occupancy is not high)“You prefer smoking or nonsmoking?”“King bed or twin?” 與客人確認預定細節(jié)。“XXX先生，您將入住XX晚，XX號退房，是嗎？”“您訂的是豪華房，不吸煙，一張大床，對嗎？”（在入住率不高的情況下）“您需要吸煙還是不吸煙的房間？”“一張大床還是兩張床呢？”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。 根據(jù)客人喜好分配房間。 在你無法滿足客人需要時，盡量給客人提供選擇。 別忘了推銷更高一級的房間和套餐服務。 10. Print out registration card.If it’s the first time that the guest stays with us, obtain business card from guest by saying “, may I have your business card? Then I can fill in the registration card for you. I only need your signature here.”If guest is return guest, you should say “May I have your signature please, ?”打印入住登記卡。如果客人是第一次入住酒店，嘗試向客人索取名片“XXX先生，可以給我一張您的名片嗎？那么我就可以幫您填寫登記卡，您只需簽個名就可以了。”如果客人是回頭客，你應說“請在這簽名?！?1. Ask for deposit.“ 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, .”“, this is the receipt of your deposit, please keep it and return to us upon checking out.”索取押金?！癤XX先生，退房時您選擇用怎樣的方式結帳呢？”（如果用信用卡）“可以用一下您的信用卡嗎？”（如果用現(xiàn)金）“我需要XX錢作押金，XXX先生。”“XXX先生，這是您的押金條，請收好并在退房時交還給我們。”12. Confirm c/o time with guest.“, what time will you be checking out on XXX?”確認退房時間。“XXX先生，請問您XX號準備幾點退房呢？”13. Present key holder to the guest.“, your room is on XX floor, nonsmoking 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 acmodation only. But for your information, our coffee shop serves American Breakfast from 6:30 to 10:30.”將