【正文】 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。 Maintains intimate knowledge of departmental standards and procedures Cashes hotel guest’s personal and travelers checks and assists with currency exchange 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 ensures workings of functions are put on notice board accordingly 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 Be aware of duty of care and adhere to occupational, health and safety legislation, policies and procedures Strive for constant improvement and take responsibility for your own performance Report problems to Management with suggestions for resolutionUnderstanding My Job Provides information when requested and promotes hotel’s services, facilities and special events Create a positive hotel image in every interaction with internal and external customers Maintain knowledge of special programs and events in the hotel in order to recognize and respond to guests needs Actively participate in organized meetings Complete tasks as directed by ManagementDeveloping Self Ensure that your work quality meets the standards required and plete tasks in a timely and thorough manner with minimum supervision 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.1. Staff makes eye contact when guest approaches counter. 在客人靠近前臺(tái)時(shí)，應(yīng)與客人有目光接觸。 “麻煩您出示護(hù)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(gè)入住登記過程中都要稱呼客人姓名?！? 如果回答是，你應(yīng)說：“歡迎入住深圳威尼斯皇冠假日酒店，XXX先生。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。 在你無法滿足客人需要時(shí)，盡量給客人提供選擇?！比绻腿耸腔仡^客，你應(yīng)說“請(qǐng)?jiān)谶@簽名。”12. Confirm c/o time with guest.“, what time will you be checking out on XXX?”確認(rèn)退房時(shí)間。”“房價(jià)沒有包含早餐，但酒店咖啡廳提供美式早餐，從6:30到10:30。” （如客人無行李。 “早上好，下午好，先生，小姐?！癤XX先生，從昨晚到現(xiàn)在有迷你吧消費(fèi)嗎？”4. Present bill to guest.“, this is your bill, please double check. If it is correct, may I have your signature here please?”(Show the guest the place to sign.)向客人出示帳單。）5. PCR program(If you notice the guest is not a PCR member, introduce the program and enroll guest.)“, 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 miles. It is totally free and no black out date. I only need your business card for enrollment.” 優(yōu)選俱樂部會(huì)員計(jì)劃。這項(xiàng)計(jì)劃完全是免費(fèi)加入的且無限期。）7. Safety box.“Is your safety box empty in your room?”“Please make sure everything is with you.” 保險(xiǎn)柜。）“謝謝您，XXX先生?！场罢?qǐng)問您是否需要我?guī)湍谏虾ｎA(yù)定我們的姐妹酒店呢？”(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。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?”詢問客人是否需要我們的行李生幫他拿行李及訂車。 “感謝您入住我們酒店，XXX先生?！被颉邦A(yù)祝您有個(gè)安全的旅程。3. Preblock rooms and inform HSKP to clean up as soon as possible.預(yù)先安排房間，通知客房部盡快打掃。5. Group room status should be monitored regularly to ensure all rooms are ready before group arrival.時(shí)刻留意房態(tài)，確保在團(tuán)隊(duì)到達(dá)前所有房間處于可賣狀態(tài)。7. Communicate with organizer for charges that won’t be covered by travel agent or pany and get deposit for these charges.于組織者溝通，確認(rèn)不由旅行社或公司支付的費(fèi)用的付費(fèi)方式。10. Update necessary information in system and distribute inhouse group information form with arrival summary report to the concerned departments.在電腦系統(tǒng)里輸入必要的資料。2. Ask tour guide name of the group. Inform HSKP group checkout. Retrieve inhouse group information form. 和團(tuán)隊(duì)導(dǎo)游確認(rèn)團(tuán)名并通知客房部退房。5. Print out charges that are not covered by travel agent or pany, 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費(fèi)用的帳單給組織者。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.附預(yù)定傳真，房號(hào)表及所有小單于總帳單。1. To be familiar with the program。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。3. Deliver what you’ve prom