【正文】 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。 “麻煩您出示護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.) 整個入住登記過程中都要稱呼客人姓名。 “早上好、下午好、晚上好，先生。1. Staff makes eye contact when guest approaches counter. 在客人靠近前臺時，應(yīng)與客人有目光接觸。 This is a hotel business and a friendly service atmosphere must be projected at all the times. 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. Meet hotel attendance and grooming standardsCultural Awareness Ensure that your work quality meets the standards required and plete tasks in a timely and thorough manner with minimum supervision Seek feedback on areas of shortfall Complete tasks as directed by ManagementDeveloping Self Be open to new ideas and make changes in the job and routine as required Actively participate in organized meetings Demonstrate cooperation and trust with colleagues, supervisors, teams and across departments Maintain knowledge of special programs and events in the hotel in order to recognize and respond to guests needs Maintain a high level of product and service knowledge in order to explain and sell services and facilities to guests Create a positive hotel image in every interaction with internal and external customers Build and maintain positive relationships with all internal customers and guests in order to anticipate their needs Provides information when requested and promotes hotel’s services, facilities and special events Understands how their role fits with others and contributes to the success of business Report problems to Management with suggestions for resolutionUnderstanding My Job Adhere to Hotel Handbook and general policies and procedures Strive for constant improvement and take responsibility for your own performance Initiate action to correct a hazardous situation and notify supervisors of potential dangers Be aware of duty of care and adhere to occupational, health and safety legislation, policies and proceduresS policies and procedures and ensure all procedures are conducted safely and within OHamp。 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 Maintains exemplary deportment standards of behavior and appearance and attitude as expected in a IHG Brand ensures workings of functions are put on notice board accordingly Performs the audit balances and prepares all works for audit in an orderly fashion 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 Knowledgeable of all special promotion procedures, for programs such as: Seasonal Packages, Frequent Flyers Programs, and also Priority Club Rewards programs. Cashes hotel guest’s personal and travelers checks and assists with currency exchange Ensure confidentiality of guest information Maintains intimate knowledge of departmental standards and procedures Greets all guests at all times in a friendly and helpful manner and attempts to learn and use guest’s name at every opportunity Standard Operating Proceduresl Register F I T Page 09l Check Out Guest Page 12l Group Check In 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。Departmental Organization Chart Page 04Part 2216。Yours truly,此致TABLE OF CONTENTSPart OnePart 1216。我們激勵員工通過不斷的學習和培訓，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。 FRONT DESK Dear team member,Firstly, a very warm wele to the Crowne Plaza Shenzhen as part of Front Office Department. Our key to success depends very much on your positive attitude, creative flair and eye to details. We are mitted to develop people through knowledge enlarging, skill training and workforce motivation. Your remarkable contribution in Front Office Department will be greatly appreciated.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)造性的思維及細致周到的服務(wù)，將是我們?nèi)〉贸晒Φ年P(guān)鍵因素。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。Wele Letter From Director of Rooms Page 02216。 Job description Page05Part 3216。 Acknowledgement letter by employee Page 57FRONT OFFICE OR