【正文】 FRONT DESK 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(chéng)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(xì)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(lì)員工通過(guò)不斷的學(xué)習(xí)和培訓(xùn)，來(lái)豐富專業(yè)知識(shí)，改善服務(wù)技巧，提高勞動(dòng)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(gè)團(tuán)隊(duì)里工作愉快，并獲得寶貴的工作經(jīng)歷。Yours truly,此致TABLE OF CONTENTSPart OnePart 1216。Wele Letter From Director of Rooms Page 02216。Departmental Organization Chart Page 04Part 2216。 Job description Page05Part 3216。 Standard Operating Proceduresl Register F I T Page 09l Check Out Guest Page 12l Group Check In Page 15l Group Check Out Page 17l PCR Enrollment Page 18l Make a Reservation Page 20l Group Information Check Page 23l Free Room Upgrade Page 25l House Use and Complimentary Room Page 26l Room Change Page 27l Extra Bed Page 29l Late Check Out Page 30l Extension Page 32l Cancellation Page 34l Incognito Call, Screen Call and Do Not Disturb Page 36l Sleep Out Page 38l Authorization Of Entry To Guest Room Page 39l Advance Deposit Page 41l Handling Of Foreign Currency and Company Check as Deposit. Page 45l Account Information For Credit Card Page 46l Account Information For Direct Billing Page 47l Account Information Travel Voucher Page 48l Cash Paid Out, Cash Advance and Rebate Page 50l Cash Float Hand Over and Control Page 53l Drop Safe Page 54l Contingency Report Page 55l Computer System Down Procedure Page 56Part 4216。 Acknowledgement letter by employee Page 57FRONT OFFICE ORGANIZATION CHARTKey Responsibilities Greets all guests at all times in a friendly and helpful manner and attempts to learn and use guest’s name at every opportunity Registers and rooms all arrivals according to established procedures Maintains intimate knowledge of departmental standards and procedures Performs check in, check out and room change procedures and ensures all data are entered pletely into the hotel systems in accordance with reservation Ensure confidentiality of guest information Maintains cashier float and ensures accurate daily report of all money received Cashes hotel guest’s personal and travelers checks and assists with currency exchange Keeps abreast of all modifications to accounting policies and procedures Knowledgeable of all special promotion procedures, for programs such as: Seasonal Packages, Frequent Flyers Programs, and also Priority Club Rewards programs. Attends to guest’s plaints, inquiries and requests, referees problems to supervisor/Reception Manager if he/she unable to assist Is familiar with other Intercontinental Hotels and Resorts so that guest indicating any next destination on the registration card can be “sold” an onward booking to another InterContinental Hotels Does everything possible to ensure that the guests depart the hotel with a positive impression of hotel service Performs the audit balances and prepares all works for audit in an orderly fashion When on night shift, checks night report and prepares the morning report。 ensures workings of functions are put on notice board accordingly Maintains prehensive knowledge of standard reservation procedures including how to read telex, , messages, and how to interpret availability sources within the reservation systems Maintains exemplary deportment standards of behavior and appearance and attitude as expected in a IHG Brand Takes personal interest and pride to ensure that the front desk work area is kept clean and in an orderly state at all times Endeavors to maintain the high standards of the hotel with particular regard to the importance of Priority Club Rewards Program member and other VIP’s and with reference to hotel and to be a health or safety hazardOccupational Health and Safety Responsibilities Demonstrate Awareness of OHamp。S policies and procedures and ensure all procedures are conducted safely and within OHamp。S guidelines Be aware of duty of care and adhere to occupational, health and safety legislation, policies and procedures Be familiar with property safety, first aid and fire and emergency procedures and operate equipment safely and sensibly Initiate action to correct a hazardous situation and notify supervisors of potential dangers Log security incidents and accidents in accordance with hotel requirementsKey CompetenciesKey TasksTaking Responsibility Strive for constant improvement and take responsibility for your own performance Adhere to InterContinental Hotel Group Corporate Code of Conduct Adhere to Hotel Handbook and general policies and procedures Adhere to Front Desk Policies and Procedures Report problems to Management with suggestions for resolutionUnderstanding My Job Clarifies own job responsibilities and looks for opportunities that will increase skills and job knowledge Understands how their role fits with others and contributes to the success of business Understands the hotel’s facilities, products and services Provides information when requested and promotes hotel’s services, facilities and special events Imp