【正文】 and policies as neededCustomer Focus Adhere to hotel brand standards Maintain current Hotel information to be able to provide information to guestsTeamwork 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 Develop/update skills and knowledge (internally or externally) to reflect changed technology or changed work requirements Follow standards, policies and procedures To be ready and responsible to perform any other duties as designated or required by management from time to time.Notice2. 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。 （一旦你從客人護(hù)照或身份證上取得客人姓氏后，必須稱呼客人姓氏?！?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(huì)員招募。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(rèn)預(yù)定細(xì)節(jié)。 別忘了推銷更高一級(jí)的房間和套餐服務(wù)。”11. 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，請(qǐng)問您XX號(hào)準(zhǔn)備幾點(diǎn)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.”將房卡給客人?！?4. Wish guest would have a pleasant stay. “Thank you, , my colleague XXX will show you the room. Enjoy your stay.”(If guest has no luggage)“Thank you, , elevator is over there. Enjoy your stay.” 預(yù)?？腿巳胱∮淇臁＃?“謝謝您，XXX先生，電梯在那邊，入住愉快。退房嗎？”2. If answer is yes.“May I have your room number please? And may I have your room key back?”(Once know guest’s name, please address guest by surname.)如答是?！癤XX先生，這是您的帳單，請(qǐng)確認(rèn)。 （如發(fā)現(xiàn)客人仍未是優(yōu)選俱樂部會(huì)員，向他介紹這項(xiàng)計(jì)劃并邀請(qǐng)加入。您只要給我一張您的名片便可加入了。 “請(qǐng)問您房間的保險(xiǎn)柜還有任何東西嗎？” “請(qǐng)拿好隨生物品。那么您什么時(shí)候再次光顧呢？”（如客人說已經(jīng)做好了下次的預(yù)定，找出預(yù)定并告知確認(rèn)號(hào)碼。） “謝謝您通知我們，我將告訴我的經(jīng)理，非常抱歉給您造成的不便?！癤XX先生，需要幫您拿行李嗎？需要幫您安排車嗎？”11. Introduce yourself to guest.“I am _____, if you need any help in the future, you may contact me or my colleagues. We will be happy to serve you.”介紹自己。希望您再來(lái)。”SUBJECT : GROUP CHECK IN1. Find out group resume from file. Read it carefully, especially guests’ information, ETA, checkin arrangement and billing instruction. 從文件夾中提取團(tuán)隊(duì)資料。4. Prepare keys for vacant rooms (Note: do not prepare keys for occupied rooms to avoid double check in). Print out group arrival summary report (Note: rooms in total and rate must be on report) and keep it with room keys.準(zhǔn)備空房的房卡。6. Name list with passport and visa number or ID number should be provided by travel agent or pany in advance. If we don’t have, when group arrives, obtain it from organizer for express check in. Otherwise each guest should approach Front Desk individually for registration.領(lǐng)隊(duì)或其公司應(yīng)預(yù)先提供客人名單，護(hù)照，簽證號(hào)碼或身份證號(hào)。并對(duì)此部分收取押金。分發(fā)入住團(tuán)隊(duì)資料表及到達(dá)報(bào)告到相關(guān)部門。獲取入住團(tuán)隊(duì)資料表。在組織者的幫助下完成結(jié)帳工作。如主帳單平帳為零，交由財(cái)務(wù)部，否則放于前臺(tái)退房未結(jié)帳文件夾以備后需。Only when you are familiar with all the information of this program, then you can be able to introduce all conditions and benefits to our guests, and to attract their interests to bee our repeat guest.熟悉會(huì)員計(jì)劃。熟知你選擇的對(duì)象。這是幫助酒店建立信譽(yù)和提升形象的良機(jī)并保持客人對(duì)酒店的忠誠(chéng)。讓客人瀏覽會(huì)員手冊(cè)并介紹會(huì)員所享有的優(yōu)惠，只需強(qiáng)調(diào)最吸引客人的方面，引起其注意。向客人索取名片以便幫助客人填寫會(huì)員申請(qǐng)表以減少客人的負(fù)擔(dān)。6. Make sure follow up all the benefits which guest entitles to enjoy, like wele fruit plate and newspaper, etc。8. Double check the enrollment form, make sure guest name, address and airline membership number are clear and correct before you pass the form to RSVN.再次確認(rèn)申請(qǐng)表上客人姓名，地址和航空公司會(huì)員號(hào)清晰，正確，然后交由預(yù)定部。SUBJECT : MAKE A RESERVATIONActuality of reservation is very important, it can help to control room inventory, and also affect guest’s checking in experience. When Front Desk Agent makes a reservation for guest, the following procedure should be done.預(yù)訂的正確性十分重要，它有助于控制酒店房間，也影響到客人入住經(jīng)歷。Guest: “I want to make a reservation.”客人：“我想作個(gè)預(yù)訂?！?Front Desk Agent must listen carefully about checking in and checkout date. Then check room inventory properly.)（前臺(tái)員工需仔細(xì)聆聽入住時(shí)間，退房時(shí)間。4. Remend room and quote price.推薦房間并報(bào)價(jià)。 記住推銷高等級(jí)的房間。Staff: “Mr. Brown, may I have your checking in time?”員工： “BROWN先生，請(qǐng)問您幾點(diǎn)入住酒店呢？”Staff: “Mr. Brown, may I suggest you to guarantee your booking, as hotel occupancy is high on XXX.”員工：“BROWN先生，因?yàn)樽》柯时容^高，所以我建議您擔(dān)保您的預(yù)訂。一旦我們收到您的傳真，我們禮賓部會(huì)盡快和您聯(lián)系安排接機(jī)事宜。您不需要接機(jī)服務(wù)。Staff: “Thank you for choosing Crowne Plaza Shenzhen, Mr. Brown. See you on XXX.”員工：“謝謝您選擇深圳威尼斯皇冠假日酒店， BROWN先生，X月X日見。客人的性別。5. Accurate number of guests, VIP status. 準(zhǔn)確的客人數(shù)及VIP級(jí)別。 在登記卡的中央附上信用卡單。 （如；吸煙，非吸煙，大床，雙床，海景房，園景房等等）10. Check out date. (Update check out time in the TravelInf, if you got from guest upon c/i.) 退房日期。前臺(tái)員工有責(zé)任按房間類型來(lái)銷售房間。4. Any upgrade to suite, Director of Sales, FOM, AFOM and Reception Manager must be consulted before making upgrading.任何升級(jí)到套房的情況，必須告知銷售總監(jiān)，前廳經(jīng)理，前廳副經(jīng)理和接待經(jīng)理，并與之協(xié)商。7. All upgrades should be done according to the authorized executives with explanations on the upgrade. . force upgrade due to no room available。SUBJECT : HOUSE USE AND COMPLIMENTARY ROOMHouse use and plimentary room do not generate revenue for hotel. Both house use and plimen