【導(dǎo)讀】真誠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)員工通過不斷的學(xué)習(xí)和培。訓(xùn)，來豐富專業(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。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。客人的秘書需求。

　　

【正文】 laneous form with the exact price and get the guest signature d) Give the guest one credit card slip attach with the hotel invoice C) 客人以信用卡方式結(jié)算 a) 在信用卡機(jī)上將客人消費(fèi)金額準(zhǔn)確無誤刷卡 b) 讓客人在信用卡單上簽名 c) 將填寫準(zhǔn)確消費(fèi)金額的雜項(xiàng)收費(fèi)單給客人簽名予以確認(rèn) d) 將信用卡回執(zhí)給客人并給客人酒店的發(fā)票 6. Record 記錄 All the on day outgoing fax must recorded on the outgoing fax control sheet manually 每天發(fā)送傳真當(dāng)班同事必須登記在傳真記錄上 Control sheet details: 記錄包括 a) Date 日期 b) Room No 房間號(hào)碼 c) Guest Name/Sender name 客人姓名 /發(fā)件人姓名 d) Fax Number/ pany name 傳真號(hào)碼 /公司名稱 e) Pages amp。 Surcharge 頁數(shù)及服務(wù)費(fèi) f) Telephone Cost 電話成本 g) Miscellaneous charge 雜項(xiàng)收費(fèi)單單號(hào) h) BC Clerk/Handle by 經(jīng)手人 i) Payment 付款方式 j) Remarks 備注 B shift staff need to print on fax report from fax machine at 23:00 and submit to Famp。BS 每天晚班員工在 23： 00 需在傳真機(jī)將傳真報(bào)告打印一份交財(cái)務(wù)部 。 Note: ***Destroy the original document if the guest do not want to keep it ***The staff can not mention the fax contents intended 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 15 of 55 注意： ***如果客人不需要將文件保存員工應(yīng)立即幫助銷毀 ***員工不允許故意的談及文件相關(guān)內(nèi)容 SUBJECT: PHOTOCOPY PROCEDURE 復(fù)印服務(wù) .Policy 政策 Ensure offer efficient and clarity photocopy service to guest 為了確保提供高效清晰的復(fù)印服務(wù)給客人 Procedures 程序 1. Greet the guest Stand up with smile and greet guest ask how you can be of assistance 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(jìn)商務(wù)中心，員工起立微笑并主動(dòng)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(jìn)入商務(wù)中心的客人點(diǎn)頭示意，并指引客人先坐下等候，并盡快為客人服務(wù)。 2. Get guest requirement Get guest copy requirement Quotation Get guest document Double check guest room number and guest name Confirm guest requirement 詢問客人的需求 得到客人復(fù)印的需求 報(bào)價(jià) 接過客人的文件 確認(rèn)客人的房間號(hào)碼和姓名 確認(rèn)客人復(fù)印的要求 3. Making copy A) Auto Copy 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 16 of 55 Please flowing the steps as below: Place the originals in the optional paper tray Adjust the side guide to fit the size of your originals Make sure place the originals face up on the paper tray 復(fù)印 A) 自動(dòng)復(fù)印 按照以下步驟進(jìn)行自動(dòng)復(fù)印 將原件放入面盤上 根據(jù)客人的要求調(diào)節(jié)機(jī)器調(diào)節(jié)器 保持原件的正面朝上 B) Manual copy Please flowing the steps as below: If copy is a binding or file document or book, place the originals on the platen glass 1) Lift the platen glass cover 2) Place the originals on the platen glass face downward 3) Gently put off the platen glass cover 4) Select tray type of paper required (A3 or A4 ) B) 手動(dòng)復(fù)印 請(qǐng)按照如下步驟進(jìn)行操作： 如果客人的原件是裝訂文件中的一張或一本書，把文件的 正面朝上 1) 打開復(fù)印機(jī)的蓋子 2) 將原件面（有字面）朝下放在復(fù)印機(jī)的面盤上 3) 蓋上蓋子 4) 根據(jù)紙張的大小來調(diào)節(jié)按紐進(jìn)行復(fù)印 C) Special requirement Pagination copy All the steps will following Auto copy, but must turn on pagination button ID copy Double sides copy Transparency copy If the guest wants to copy lots of transparency, must copy it one by one, avoid the transparency adhibits together C）特殊要求 分頁復(fù)印 所有的步驟遵循自動(dòng)復(fù)印，但是在復(fù)印之前必須先按分頁功能按紐 身份證復(fù)印 雙面復(fù)印 膠片復(fù)印 如果客人復(fù)印大量的膠片切記不能進(jìn)行快捷復(fù)印，必須一頁一頁的復(fù)印，以避免文件粘在一起 4. Confirm the copy with guest All copies must try one page and show to guest confirm 和客人確認(rèn)復(fù)印的效果 所有的復(fù)印必須先復(fù)印一張測(cè)試頁并與客人確認(rèn)其效果，如果客人滿意將按照客人的需求復(fù)印 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 17 of 55 5. Get back original and copies to guest Double confirm with the guest to meet his needs and pass the original document to the guest with two hands 將原件 和復(fù)印件歸還給客人 雙手將原件和復(fù)印件交給客人，并和客人確認(rèn)復(fù)印效果 6. Payment Confirm the payment with guest 收取費(fèi)用并輸入電腦 與客人確認(rèn)付款方式 A) Cash a) Fill in the miscellaneous form with the exact price and get the guest signature b) Give the guest receipt after settle 客人以現(xiàn)金結(jié)算 a) 填寫雜項(xiàng)收費(fèi)單并注明客人消費(fèi)金額并讓客人簽名 b) 結(jié) 算完畢給客人提供發(fā)票 B） Charge to room a) Double confirm guest room number and name b) Fill in the miscellaneous form with the exact price and get the guest signature c) Post the charge to the guest folio in PMS 將費(fèi)用拋入房間 a) 與客人再次確認(rèn)房間號(hào)碼與姓名 b) 將填寫準(zhǔn)確消費(fèi)金額的雜項(xiàng)收費(fèi)單給客人簽名予以確認(rèn) c) 將其消費(fèi)輸入客人房間 C） Credit Card a) Slip the credit card on the post machine, make sure the amount is correct. b) Obtain the guest signature on the voucher c) Fill out the miscellaneous form with the exact price and get the guest signature d) Give the guest one credit card slip attach with the hotel invoice 客人以信用卡方式結(jié)算 a) 在信用卡機(jī)上將客人消費(fèi)金額準(zhǔn)確無誤刷卡 b) 讓客人在信用卡單上簽名 c) 將填寫準(zhǔn)確消費(fèi)金額的雜項(xiàng)收費(fèi)單給客人簽名予以確認(rèn) d) 將信用卡回執(zhí)給客人并給客人酒店的發(fā)票 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 18 of 55 SUBJECT: TYPING SERVICE 打字服務(wù) Policy 政策 Offer the efficiency accurate secretary service 提供精確的秘書服務(wù) Procedures 程序 1. Greet the guest Stand up with smile and greet guest ask how you can be of assistance 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(jìn)商務(wù)中心，員工起立微笑并主動(dòng)問候客