【正文】 威尼斯皇冠假日酒店 Crowne Plaza Shenzhen Page 1 of 54 Guest Service Center 威尼斯皇冠假日酒店 Crowne Plaza Shenzhen Page 2 of 54 TABLE OF CONTENTS Part One Part 1 ?Wele Letter From Director of Rooms Page 03 ?Departmental Organization Chart Page 04 Part 2 ? Job description ? GSC Manager Page 05 ? GSC Supervisor Page 06 ? GSC Shift Leader Page 07 ? GSC Agent Page 08 ? Standard Operating Procedures ? Telephone Etiquette Page 09 ? Handling Wake Up Calls Page 15 ? Make A Reservation Page 18 ? Fax/Message Delivery Page 22 ? Do Not Disturb Request Page 26 ? Confidential Request Page 27 ? Screen Calls Page 28 ? Luggage Collection Page 29 ? Guest Request Items Page 31 ? Room Change Page 33 ? Maintenance Request Page 36 ? Mini Bar Posting Page 38 ? Weather Forecast Page 40 ? Long Distance Calls by Hotel Staff Page 41 ? Handling Guest Complaint by Phone Page 42 ? Handling Lost amp。 Found Items Page 45 ? Medical Assistance to In House Guest Page 48 Part 3 ? Priority Club Reward Page 50 Part 4 ? Acknowledgement letter by employee Page 53 威尼斯皇冠假日酒店 Crowne Plaza Shenzhen Page 3 of 54 Dear team member, Firstly, a very warm wele 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 mitted to develop people through knowledge enlarging, skill training and workforce motivation. Your remarkable contribution in Front Office Department will be greatly appreciated. 真誠歡迎您加入深圳威尼斯皇冠假日酒店，成為酒店前廳部的成員。你們積極的工作態(tài)度，創(chuàng)造性的思維及細致周到的服務(wù)，將是我們?nèi)〉贸晒Φ年P(guān)鍵因素。我們激勵員工通過不斷的學(xué)習(xí)和培訓(xùn)，來豐富專業(yè)知識，改善服務(wù)技巧，提高勞動生產(chǎn)力，最終取得整體前廳部的成功。 I wish you a pleasant and fruitful working experience at Front Office Department. 祝愿您在這個團隊里工作愉快，并獲得寶貴的工作經(jīng)歷。 Yours truly, 此致 威尼斯皇冠假日酒店 Crowne Plaza Shenzhen Page 4 of 54 FRONT OFFICE ORGANIZATION CHART F O M前廳部經(jīng)理1A sst . F O M前廳部副經(jīng)理1A sst . M a n a g e r C PC M a n a g e r R e c e p t i o n M a n a g e r大堂副理 行政樓層經(jīng)理 接待經(jīng)理M r . O l i v e r Z h a o M r . L e e K w a n T a e M s. A n n i e C a iM r . St e v e n W a n g 1 1M s. B e t t y Z h a oM r . Jo h n so n Z h u4F D Se n i or Su pe r v i s or Se n i o r Su p e r v i so r Se n i o r Su p e r v i so r高級接待主管 禮賓部高級主管 車隊高級主管1 1 1G R O Su p e r v i so r B C Su p e r v i so r G SC Su p e r v i so r C o n c i e r g e Su p e r v i so r客戶關(guān)系主管 商務(wù)中心主管 客戶服務(wù)中心主管 禮賓部主管1 1 1 1Se n i o r G R O F D A sst . Su p e r v i so r B C A sst . Su p e r v i so r G SC A sst . Su p e r v i so r A sst . Su p e r v i so r高級客戶關(guān)系主任 接待副主管 商務(wù)中心副主管 客戶服務(wù)中心副主管 禮賓部副主管2 2 1 3 2G R O F D A g e n t B C C l e r k G SC C l e r k B e l l ma n amp。 D o o r g i r l D r i v e r 客戶關(guān)系主任 接待員 商務(wù)中心文員 客戶服務(wù)中心文員 行李生 amp。 門童 司機10 12 2 10 15 101G u e st Se r v i c e C e n t e r M a n a g e r客戶服務(wù)中心經(jīng)理M s. Sa n d r a H u a n g 1M r . D a v i d Y a n g C h i e f C o n c i e r g e禮賓司威尼斯皇冠假日酒店 Crowne Plaza Shenzhen Page 5 of 54 JOB DESCRIPTION JOB TITLE: Guest Service Center Manager AREA/DEPARTMENT: Rooms Division / Front Office / Guest Service Center REPORTS TO: DOR / ADOR / FOM / AFOM POSITIONS SUPERVISED: Guest Service Center supervisor / Guest Service Center shift leader / Guest Service Center agent JOB SCOPE: Manages Guest Service Center operations to ensure to provide highest service to guests. Keep smooth munication with concerned sections and departments. Key Responsibilities ? Monitor daytoday operation of Guest Service Center. ? Directly report to Front Office Manager. ? Perform any assignments delegated by FOM or AFOM. ? Go through Guest Service Center logbook and handover book for followup action and delegated accordingly. ? Monitor the room special arrangement for VIPs, PCR members or individual guests based on the daily activity report and brief to all GSC personnel. ? Aware of the room status of occupancy forecast and alert GSC personnel. ? Always conduct training for GSC agents, uplift the morale and soothe the grievance of staff. ? Perform all duties, other than the above as requested by the hotel, pany policies. ? Prepare Duty Roaster to ensure the adequate coverage of hotel occupancy and control staff leaves. ? Keep smooth munication with all relative sections and departments and review the working performance monthly for team rebuild. ? Handle guest plaints with tact and diplomacy to avoid future irritation, contact with guest to maintain smooth relationship between management and guests. ? Share all points of munication issues, which can or may affect GSC personnel to provide high standard service to the guest on daily briefing or meeting of Rooms Division. 威尼斯皇冠假日酒店 Crowne Plaza Shenzhen Page 6 of 54 JOB DESCRIPTION JOB TITLE: Guest Service Center Supervisor AREA/DEPARTMENT: Rooms Division / Front Office / Guest Service Center REPORTS TO: Guest Service Center Manager POSITIONS SUPERVISED: Guest Service Center shift leader / Guest Service Center agent JOB SCOPE: Supervise Guest Service Center operations to ensure to provid