【正文】 tance when guest approaches to Business Center counter, “Good morning, Sir/Madam, How may I help you？ ” to show courtesy and respect to guest If busy with phone or another guest, Please indicate to guest that you will attend to him as soon as possible, seat the guest first. 問候客人 當(dāng)客人走進商務(wù)中心，員工起立微笑并主動問候客人，詢問客人有什么 可以效勞 如果你正在電話中或服務(wù)其他客人，要與進入商務(wù)中心的客人點頭示意，并指引客人先坐下等候，并盡快為客人服務(wù)。 Photocopy Service 復(fù)印服務(wù) Lamination Service 過塑服務(wù) A4 Size A4 尺寸 3yuan/Page 3 元 /頁 ID Size ID 尺寸 8yuan/Page 8 元 /頁 A3 Size A3 尺寸 6yuan/Page 6 元 /頁 B5 Size B5 尺寸 15yuan/Page 15 元 /頁 Transparency 膠片 18yuan/Page 18 元 /頁 A4 Size A4 尺寸 30yuan/Page 30 元 /頁 Paper 紙張 A4 尺寸 2yuan/Page 2 元 /頁 Telephone 電話 IDD/DDD 長途電話 Cost+15% Surcharge 成本 +15%服務(wù)費 Local Call 市 話 3 min. / 1yuan 3 分鐘 /1 元 * Local Call : Free of charge for inhouse guest 市話：住店客人免費 Outgoing Fax 發(fā)出傳真 HK, Macau amp。 Yours truly, 此致 深圳威尼斯皇冠假日酒店 Crowne Plaza Shenzhen Prepared by Business Center 由商務(wù)中心編制 Page 4 of 55 FRONT OFFICE ORGANIZATION CHART F OM前廳部經(jīng)理1A sst . F OM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 . Ol 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 S e n i or S u 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。Mission Page05 ? BC Tariff Page06 ? Job Description ? BC Supervisor Page 07 ? BC Clerk Page 11 ? Standard Operating Procedures ? Outgoing fax Page 13 ? Photocopy Service Page 15 ? Typing Service Page 18 ? Lamination Service Page 20 ? Binding Service Page 22 ? Translation Service Page 24 ? Express Service Page 27 ? Equipment Rental Service Page 30 ? Inter Service Page 33 ? Email Service Page 35 ? Telephone Service Page 36 ? Bus Ticket Service Page 38 ? Ferry Ticket Service Page 41 ? Confirm amp。 Business Center Mission Statement 商務(wù)中心使命宣言 To be the best Business Center in all the hotels of ShenZhen by seeking outstanding service to our guest. Strengthen cooperation, heighten skill, enrich economic and trade knowledge to perfect itself, Meet amp。S policies and procedures and ensure all procedures are conducted safely and within OHamp。BS 每天晚班員工在 23： 00 需在傳真機將傳真報告打印一份交財務(wù)部 。 Benefits Job Requirement 1. Ability to be familiar with all Business Center services, procedures, regulations and equipments. 2. Ability to render to guests service requirements efficiently 3. To be fluent in English, oral and written 4. Ability to be acmodating with guest, polite, courteous, friendly and with high sense of responsibility 5. Ability to type fast and accurately 6. Ability to perform independent correspondence 7. Ability to answer phone calls and take messages in a friendly and courteous manner 8. Ability to file and receive documents efficiently 深圳威尼斯皇冠假日酒店 Crowne Plaza Shenzhen Prepared by Business Center 由商務(wù)中心編制 Page 12 of 55 SUBJECT: OUTGOING FAX 發(fā)送傳真 .Policy 政策 Ensure all the fax can be sending effectively. 確保所有傳真準(zhǔn)確快速的傳送 。 深圳威尼斯皇冠假日酒店 Crowne Plaza Shenzhen Prepared by Business Center 由商務(wù)中心編制 Page 6 of 55 Business Center Tariff 商 務(wù) 中 心 價 目 表 Currency in RMB 貨幣：人民幣 Office Equipment 辦公室設(shè)備 One Hour Half Day Whole Day 1 小時 半 天 1 天 Data Projector 數(shù)據(jù)影儀 400 1500 3000 Portable Computer 手提電腦 100 300 600 Laser Printer 激光打印機 100 300 600 Fax Machine 傳真機 100 300 600 Slide Projector 幻燈機 50 200 400 Speak Phone 電話機 30 80 150 DVD Machine DVD 機 50 200 300 VCR 錄影機 300 Portable Computer Card 電腦上網(wǎng)卡 50 Wireless LAN Card 無線上網(wǎng)卡 50 * Advance deposit is required for any equipment rental. 租用設(shè)備需繳納押金。 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。 Change air ticket Page 43 ? Duty Description Page 45 Part 3 ? Priority Club Reward Page 48 ? Terminology Page 51 Part 4 ? Acknowledgement letter by employee Page 57 深圳威尼斯皇冠假日酒店 Crowne Plaza Shenzhen Prepared by Business Center 由商務(wù)中心編制 Page 3 of 55 Dear team member, Firstly, a very warm wele to the Crowne Plaza Shenzhen as part of Front