威尼斯皇冠假日酒店前廳服務(wù)標(biāo)準(zhǔn)培訓(xùn)

1、 front desk dear team member,firstly, a very warm welcome 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 committed to develop people through knowledge enlarging, skill training

2、 and workforce motivation. your remarkable contribution in front office department will be greatly appreciated.真誠(chéng)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(guò)不斷的學(xué)習(xí)和培訓(xùn)，來(lái)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。i wish you a pleasant and fruitful working experience at front offi

3、ce department.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。yours truly,此致table of contentspart onepart 1welcome letter from director of rooms page 02departmental organization chart page 04part 2 job description page05part 3 standard operating proceduresl register f i t page 09l check out guest page 12l group check in p

4、age 15l group check out page 17l pcr enrollment page 18l make a reservation page 20l group information checkpage 23l free room upgradepage 25l house use and complimentary roompage 26l room changepage 27l extra bedpage 29l late check outpage 30l extensionpage 32l cancellationpage 34l incognito call,

5、screen call and do not disturb page 36l sleep out page 38l authorization of entry to guest roompage 39l advance depositpage 41l handling of foreign currency and company check as deposit.page 45l account information for credit cardpage 46l account information for direct billingpage 47l account inform

6、ation travel voucherpage 48l cash paid out, cash advance and rebatepage 50l cash float hand over and controlpage 53l drop safepage 54l contingency reportpage 55l computer system down procedurepage 56part 4 acknowledgement letter by employeepage 57front office organization chartkey responsibilities g

7、reets all guests at all times in a friendly and helpful manner and attempts to learn and use guests name at every opportunity registers and rooms all arrivals according to established procedures maintains intimate knowledge of departmental standards and procedures performs check in, check out and ro

8、om change procedures and ensures all data are entered completely into the hotel systems in accordance with reservation ensure confidentiality of guest information maintains cashier float and ensures accurate daily report of all money received cashes hotel guests personal and travelers checks and ass

9、ists with currency exchange keeps abreast of all modifications to accounting policies and procedures knowledgeable of all special promotion procedures, for programs such as: seasonal packages, frequent flyers programs, and also priority club rewards programs. attends to guests complaints, inquiries

10、and requests, referees problems to supervisor/reception manager if he/she unable to assist 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 does everyth

11、ing possible to ensure that the guests depart the hotel with a positive impression of hotel service performs the audit balances and prepares all works for audit in an orderly fashion when on night shift, checks night report and prepares the morning report; ensures workings of functions are put on no

12、tice board accordingly maintains comprehensive knowledge of standard reservation procedures including how to read telex, e-mail, messages, and how to interpret availability sources within the reservation systems maintains exemplary deportment standards of behavior and appearance and attitude as expe

13、cted in a ihg brand takes personal interest and pride to ensure that the front desk work area is kept clean and in an orderly state at all times endeavors to maintain the high standards of the hotel with particular regard to the importance of priority club rewards program member and other vips and w

14、ith reference to hotel and to be a health or safety hazardoccupational health and safety responsibilities demonstrate awareness of oh&s policies and procedures and ensure all procedures are conducted safely and within oh&s guidelines be aware of duty of care and adhere to occupational, health and sa

15、fety legislation, policies and procedures be familiar with property safety, first aid and fire and emergency procedures and operate equipment safely and sensibly initiate action to correct a hazardous situation and notify supervisors of potential dangers log security incidents and accidents in accor

16、dance with hotel requirementskey competencieskey taskstaking responsibility strive for constant improvement and take responsibility for your own performance adhere to intercontinental hotel group corporate code of conduct adhere to hotel handbook and general policies and procedures adhere to front d

17、esk policies and procedures report problems to management with suggestions for resolutionunderstanding my job clarifies own job responsibilities and looks for opportunities that will increase skills and job knowledge understands how their role fits with others and contributes to the success of busin

18、ess understands the hotels facilities, products and services provides information when requested and promotes hotels services, facilities and special events implements section procedures and policies as neededcustomer focus build and maintain positive relationships with all internal customers and gu

19、ests in order to anticipate their needs anticipate guest needs, handle guest enquires, and solve problems create a positive hotel image in every interaction with internal and external customers adhere to hotel brand standards maintain a high level of product and service knowledge in order to explain

20、 and sell services and facilities to guests assist guests and escort them to locations within the hotel at their request maintain knowledge of special programs and events in the hotel in order to recognize and respond to guests needs maintain current hotel information to be able to provide informati

21、on to gueststeamwork demonstrate co-operation and trust with colleagues, supervisors, teams and across departments communicate well to ensure effective shift hand-over actively participate in organized meetings interact with department and hotel staff in a professional and positive manner to foster

22、good rapport, promote team spirit and ensure effective two way communicationadaptability be open to new ideas and make changes in the job and routine as required work in line with business requirements complete tasks as directed by managementdeveloping self develop/update skills and knowledge (inter

23、nally or externally) to reflect changed technology or changed work requirements seek feedback on areas of shortfall maximize opportunities for self developmentreliability ensure that your work quality meets the standards required and complete tasks in a timely and thorough manner with minimum superv

24、ision follow standards, policies and procedures meet hotel attendance and grooming standardscultural awareness work effectively with customers and colleagues from different viewpoints, cultures and countriesreplacement and temporary mission to be flexible and willing while asking to face in any area

25、 that needs to be helped in an emergency or difficult circumstances as assigned or required by management. to be ready and responsible to perform any other duties as designated or required by management from time to time.notice this is a hotel business and a friendly service atmosphere must be proje

26、cted at all the times. management reserves the right to make changes to this description at its sole direction without advance notice.subject : register fitwhen the guest approach fd counter, the following checking in procedure should be processed.當(dāng)客人來(lái)到前臺(tái)時(shí)，根據(jù)以下程序登記入住。1. staff makes eye contact when

27、guest approaches counter.在客人靠近前臺(tái)時(shí)，應(yīng)與客人有目光接觸。2. 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(wèn)候客人?！霸缟虾?、下午好、晚上好，先生。”3. ask for passport or id for registration.“may i have your passport or id for registration?”向客人索取護(hù)照或身份證進(jìn)

28、行登記。“麻煩您出示護(hù)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(gè)入住登記過(guò)程中都要稱呼客人姓名。（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。）5. retrieve guest booking. ask the guest “mr._, is this your first time to stay in our h

29、otel?”if not, you should say “welcome back! mr._”if yes, you should say “welcome to the crowne plaza hotel shenzhen! mr._” 在系統(tǒng)里找出客人的預(yù)定。 詢問(wèn)客人“xxx先生，這是您第一次入住我們酒店嗎？” 如果回答否，你應(yīng)說(shuō)：“歡迎您回來(lái)，xxx先生?！?如果回答是，你應(yīng)說(shuō)：“歡迎入住深圳威尼斯皇冠假日酒店，xxx先生?！?. pcr enrollment.“are you our priority club member, mr. _?”if yes, put guest

30、number in system.if not, enroll guest to be a member. 優(yōu)選俱樂(lè)部會(huì)員招募?！澳俏覀儍?yōu)選俱樂(lè)部會(huì)員嗎，xxx先生？”如是，將客人的會(huì)員號(hào)碼記入電腦系統(tǒng)。如否，鼓勵(lì)客人加入。7. check addremarks if any mail or message is being held for the guest. 檢查備注是否有留言或給客人的郵件。8. confirm reservation details.“mr._, you will be staying with us for xx nights, c/o on xxx?”“you

31、booked our non-smoking deluxe room with one king size bed.”(if the occupancy is not high)“you prefer smoking or non-smoking?”“king bed or twin?”與客人確認(rèn)預(yù)定細(xì)節(jié)。“xxx先生，您將入住xx晚，xx號(hào)退房，是嗎？”“您訂的是豪華房，不吸煙，一張大床，對(duì)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 pre

32、ference 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。根據(jù)客人喜好分配房間。在你無(wú)法滿足客人需要時(shí)，盡量給客人提供選擇。別忘了推銷更高一級(jí)的房間和套餐服務(wù)。10. print out registration card.if its the first time that the guest stays with us, obtain business car

33、d from guest by saying “mr._, 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, mr._?”打印入住登記卡。如果客人是第一次入住酒店，嘗試向客人索取名片“xxx先生，可以給我一張您的名片嗎？那么我就可以幫您填寫登記卡，您只需簽個(gè)名就可以了。

34、”如果客人是回頭客，你應(yīng)說(shuō)“請(qǐng)?jiān)谶@簽名?！?1. ask for deposit.“mr._ 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, mr._.”“mr._, this is the receipt of your deposit, please keep it and return to us upon checking out.”索取

35、押金。“xxx先生，退房時(shí)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?！薄皒xx先生，這是您的押金條，請(qǐng)收好并在退房時(shí)交還給我們?！?2. confirm c/o time with guest.“mr._, what time will you be checking out on xxx?”確認(rèn)退房時(shí)間?！皒xx先生，請(qǐng)問(wèn)您xx號(hào)準(zhǔn)備幾點(diǎn)退房呢？”13. present key holder to the guest.“mr._, your room is on xx floor, non-smoking and

36、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 accommodation only. but for your information, our coffee shop serves am

37、erican breakfast from 6:30 to 10:30.”將房卡給客人?！皒xx先生，您的房間在xx樓，非吸煙大床房。您的房?jī)r(jià)在這（用手指出），加15的服務(wù)費(fèi)，包含咖啡廳早餐（用手指示咖啡廳位置），從6:30到10:30?！薄胺?jī)r(jià)沒(méi)有包含早餐，但酒店咖啡廳提供美式早餐，從6:30到10:30?！?4. wish guest would have a pleasant stay. “thank you, mr._, my colleague xxx will show you the room. enjoy your stay.”(if guest has no luggage)

38、“thank you, mr._, elevator is over there. enjoy your stay.”預(yù)?？腿巳胱∮淇臁！爸x謝您，xxx先生，我的同事xxx會(huì)送您到房間。入住愉快。”（如客人無(wú)行李。）“謝謝您，xxx先生，電梯在那邊，入住愉快?！眘ubject : check out guestwhen the guest approach fd counter to check out, the following procedure should be processed.當(dāng)客人來(lái)到前臺(tái)退房，根據(jù)以下操作程序進(jìn)行。1. greet guest.“good morning/a

39、fternoon, sir/madame. checking out?”問(wèn)候客人?！霸缟虾茫挛绾?，先生，小姐。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 guests name, please address guest by surname.)如答是?！罢?qǐng)問(wèn)您的房號(hào)？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。）3. ask mini bar consumption.“mr._, is there

40、 any last minute consumption from mini bar since last night?”詢問(wèn)迷你吧消費(fèi)?！皒xx先生，從昨晚到現(xiàn)在有迷你吧消費(fèi)嗎？”4. present bill to guest.“mr._, this is your bill, please double check. if it is correct, may i have your signature here please?”(show the guest the place to sign.)向客人出示帳單?！皒xx先生，這是您的帳單，請(qǐng)確認(rèn)。如果沒(méi)有問(wèn)題，請(qǐng)?jiān)谶@簽名?！保ńo客人指

41、出簽名位置。）5. pcr program(if you notice the guest is not a pcr member, introduce the program and enroll guest.)“mr._, would you like to join our priority club? it is a frequent traveler program worldwide. once you are our member, if you spend 1 us dollar in the hotel, you may get 10 points or 2.5 miles.

42、 it is totally free and no black out date. i only need your business card for enrollment.” 優(yōu)選俱樂(lè)部會(huì)員計(jì)劃。（如發(fā)現(xiàn)客人仍未是優(yōu)選俱樂(lè)部會(huì)員，向他介紹這項(xiàng)計(jì)劃并邀請(qǐng)加入。）“xxx先生，您希望加入我們的優(yōu)選俱樂(lè)部嗎？這是洲際酒店集團(tuán)全球性的?？陀?jì)劃。您一旦成為我們的會(huì)員，您在酒店每消費(fèi)一美元，便可獲得10個(gè)積分或2.5個(gè)飛行里程。這項(xiàng)計(jì)劃完全是免費(fèi)加入的且無(wú)限期。您只要給我一張您的名片便可加入了?！?. ask for payment.“will you use the same credit car

43、d to settle your bill?”or “will you use cash to settle your bill?” (i should refund xxx to you.)結(jié)帳?！罢?qǐng)問(wèn)您還是用同一張信用卡結(jié)帳嗎？”或“請(qǐng)問(wèn)您是用現(xiàn)金結(jié)帳嗎？”（我要退回xx錢給您。）7. safety box.“is your safety box empty in your room?”“please make sure everything is with you.”保險(xiǎn)柜?！罢?qǐng)問(wèn)您房間的保險(xiǎn)柜還有任何東西嗎？”“請(qǐng)拿好隨生物品?！?. ask guest staying experie

44、nce.“how was your stay with us, mr._?”(if answer is positive.)“thank you, mr._. 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 fo

45、r 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(wèn)客人入住經(jīng)驗(yàn)?！白〉眠€好嗎，xxx先生？”（如果回答是肯定的。）“謝謝您

46、，xxx先生。那么您什么時(shí)候再次光顧呢？”（如客人說(shuō)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。）（如客人尚未預(yù)定，為他預(yù)定并告知確認(rèn)號(hào)。）如客人說(shuō)他要到別的城市，問(wèn)客人是否需要幫他預(yù)定我們的姐妹酒店?！罢?qǐng)問(wèn)您是否需要我?guī)湍谏虾ｎA(yù)定我們的姐妹酒店呢？”(if answer is negative.)“thank you to let us know. i will tell my manager personally. sorry about any inconvenience caused to you.”（如回答是否定的。）“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。”

47、9. 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。如客人需要發(fā)票，將帳單及發(fā)票一起放入信封，雙手遞給客人。10. ask the guest if he needs bell service for his luggage and transportation.“mr. _, shall i call a bell boy to collect your luggage?

48、would you like me to arrange transportation for you?”詢問(wèn)客人是否需要我們的行李生幫他拿行李及訂車?！皒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。“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(lè)意為您提供服務(wù)?！?2. bid f

49、arewell to guest.“thank you for staying with us, mr._. hope to see you soon.”“have a nice day!”, “have a nice trip home!”, or “have a safe trip!” 告別客人?！案兄x您入住我們酒店，xxx先生。希望您再來(lái)?！薄白Ｄ淇臁！?，“旅途愉快?！被颉邦A(yù)祝您有個(gè)安全的旅程?！眘ubject : group check in1. find out group resume from file. read it carefully, especially guests

50、 information, eta, check-in arrangement and billing instruction. 從文件夾中提取團(tuán)隊(duì)資料。仔細(xì)閱讀，特別是客人信息，到達(dá)時(shí)間，入住安排和結(jié)帳方式。2. open group master folio, double check charge routine according to billing instruction.打開(kāi)團(tuán)隊(duì)master folio，根據(jù)結(jié)帳方式再次確認(rèn)master folio中的收費(fèi)路徑。3. pre-block rooms and inform hskp to clean up as soon as po

51、ssible.預(yù)先安排房間，通知客房部盡快打掃。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。（注意：不可以準(zhǔn)備被占用房間的，以防止雙重入?。４蛴F(tuán)隊(duì)到達(dá)報(bào)告（注意：報(bào)告中應(yīng)有全部房間

52、數(shù)及房?jī)r(jià)），并和房卡放在一起。5. group room status should be monitored regularly to ensure all rooms are ready before group arrival.時(shí)刻留意房態(tài)，確保在團(tuán)隊(duì)到達(dá)前所有房間處于可賣狀態(tài)。6. name list with passport and visa number or id number should be provided by travel agent or company in advance. if we dont have, when group arrives, obtain

53、 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)。如無(wú)，當(dāng)客人到達(dá)時(shí)，向組織索取以便快捷入住。否則，客人需要親自到前臺(tái)辦理入住手續(xù)。7. communicate with organizer for charges that wont be covered by travel agent or company and get deposit for t

54、hese charges.于組織者溝通，確認(rèn)不由旅行社或公司支付的費(fèi)用的付費(fèi)方式。并對(duì)此部分收取押金。8. obtain signature of organizer on in-house group information form thereby confirming the check-out time, baggage-handling instructions, wake-up call arrangements and any other special requests.組織者在入住團(tuán)隊(duì)資料表上簽名，確認(rèn)退房時(shí)間，行李交接，叫早服務(wù)和其他特別需求。9. give room keys.發(fā)放房卡。10. update necessary information in system and distribute in-house group information form with arrival summary report to the concerned departments.在電腦系統(tǒng)里輸入必要的資料。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。11. keep origi