【正文】 頭客。SUBJECT : PCR ENROLLMENTPriority 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.優(yōu)選俱樂部會員獎勵計劃是洲際酒店集團(tuán)的?？陀媱潱瑢ξ覀兙频攴浅Ｖ匾?，因?yàn)闀T扮演著重要的回頭客角色。6. Check outstanding charges regularly. 檢查尚未結(jié)算的費(fèi)用。3. Check information in master folio and individual folio carefully regarding payment. 仔細(xì)查看團(tuán)隊主帳單及每個客人帳單的付費(fèi)情況。11. Keep original copy of report and name list in the Registration Card folder of smallest room number in the group.保留原始報告和客人名單在最小的房號文件夾中。8. Obtain signature of organizer on inhouse group information form thereby confirming the checkout time, baggagehandling instructions, wakeup call arrangements and any other special requests.組織者在入住團(tuán)隊資料表上簽名，確認(rèn)退房時間，行李交接，叫早服務(wù)和其他特別需求。如無，當(dāng)客人到達(dá)時，向組織索取以便快捷入住。（注意：不可以準(zhǔn)備被占用房間的，以防止雙重入住）。仔細(xì)閱讀，特別是客人信息，到達(dá)時間，入住安排和結(jié)帳方式?！?“祝您愉快。“我是XXX，以后有需要，您可以聯(lián)系我或我的同事，我們將很樂意為您提供服務(wù)?！?. 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.將帳單給客人。）（如客人尚未預(yù)定，為他預(yù)定并告知確認(rèn)號?！?8. Ask guest staying experience.“How was your stay with us, ?”(If answer is positive.)“Thank you, . 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?”詢問客人入住經(jīng)驗(yàn)?！?. 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.)結(jié)帳。）“XXX先生，您希望加入我們的優(yōu)選俱樂部嗎？這是洲際酒店集團(tuán)全球性的?？陀媱?。如果沒有問題，請在這簽名?！罢垎柲姆刻?？我可以收回房卡嗎？”（一旦從系統(tǒng)中得知客人的姓名，要稱呼客人的姓氏。”SUBJECT : CHECK OUT GUESTWhen the guest approach FD counter to check out, the following procedure should be processed.當(dāng)客人來到前臺退房，根據(jù)以下操作程序進(jìn)行。 “謝謝您，XXX先生，我的同事XXX會送您到房間?！癤XX先生，您的房間在XX樓，非吸煙大床房?！癤XX先生，退房時您選擇用怎樣的方式結(jié)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。 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?！癤XX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。 “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)。）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(yù)定。 “早上好、下午好、晚上好，先生。 This is a hotel business and a friendly service atmosphere must be projected at all the times. Meet hotel attendance and grooming standardsCultural Awareness Seek feedback on areas of shortfall Be open to new ideas and make changes in the job and routine as required Demonstrate cooperation and trust with colleagues, supervisors, teams and across departments Maintain a high level of product and service knowledge in order to explain and sell services and facilities to guests Build and maintain positive relationships with all internal customers and guests in order to anticipate their needs Understands how their role fits with others and contributes to the success of business Adhere to Hotel Handbook and general policies and procedures Initiate action to correct a hazardous situation and notify supervisors of potential dangersS policies and procedures and ensure all procedures are conducted safely and within OHamp。 Maintains exemplary deportment standards of behavior and appearance and attitude as expected in a IHG Brand Performs the audit balances and prepares all works for audit in an orderly fashion Knowledgeable of all special promotion procedures, for programs such as: Seasonal Packages, Frequent Flyers Programs, and also Priority Club Rewards programs. Ensure confidentiality of guest information Greets all guests at all times in a friendly and helpful manner and attempts to learn and use guest’s name at every opportunity Departmental Organization Chart Page 04Part 2216。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。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。Wele Letter From Director of Rooms Page 02216。 Acknowledgement letter by employee Page 57FRONT OFFICE ORGANIZATION CHARTKey Responsibilities Performs check in, check out and room change procedures and ensures all data are entered pletely into the hotel systems in accordance with reservation Keeps abreast of all modifications to accounting policies and procedures Does everything possible to ensure that the guests depart the hotel with a positive impression of hotel service Maintains prehensive knowledge of standard reservation procedures including how to read telex, , messages, and how to interpret availability sources within the reservation systems Demonstrate Awareness of OHamp。 Be familiar with property safety, first aid and fire and emergency procedures and operate equipment safely and sensibly Adhere to InterContinental Hotel Group Corporate Code of Conduct Clarifies own job responsibilities and looks for opportunities that will increase skills and job knowledge Implements section procedures a