前臺(tái)服務(wù)規(guī)章制度

1、VICTORIACRUISES, INC .FRONT DESK M ANUAL簡(jiǎn)介在游船上前臺(tái)是最重要的部門。要求員工熱情服務(wù)，勇于貢獻(xiàn)和掌握熟練的處理事情的技巧。并且對(duì)前臺(tái)的禮節(jié)和規(guī)則熟練掌握。每一位合格的前臺(tái)員工都要維多利亞的審合和考驗(yàn)。前臺(tái)員工的第一印象是非常重要的。將直接影響到客人對(duì)整體游船的經(jīng)驗(yàn)和評(píng)價(jià)。每一位前臺(tái)的工作人員都需要知道的代表性規(guī)則。基本政策方針BRIEFFront desk is a vital department of the cruise, requiring passion, Initiative , dedesire to serve, the skill

2、and etiquette.Each personnel that have been chosen to work at front desk are considered by the company as the REPRESENTATIVE OF VICTORIA CRUISES COMPANY and also THE REPRESENTATIVE OF THE SHIP . It is important to give a good first impression to passengers. This impression will influence the passeng

3、ers following experience and evaluation of the cruise and Victoria Company.Each personnel worked at the front desk has to realize and accomplish the state of representative.Besides working as the representative of Victoria Company and the cruises, the FD personnel has to work as information delivere

4、r; delivering information and getting feedbacknot only between the pax and the cruise but also within each different department.The above two points are the initial for the FD personnel. The following chapters will give the details of working procedure.THIS MANUAL IS ONLY A BASIC GUIDE.THE LONGER YO

5、U STAY ONBOARD, THE MORE YOU WILL FIND TO LEARN.1 -24VICTORIACRUISES, INC .FRONT DESK M ANUAL前臺(tái)員工的政策規(guī)則1、 熟練的英語(yǔ)是必要條件之一。2、 必須禮貌待客和禮貌對(duì)待同事。3、 須在客區(qū)穿工作服和佩帶名牌，不準(zhǔn)穿私人衣服進(jìn)入客區(qū)。4、 保持個(gè)人良好的外觀狀態(tài)和工作態(tài)度，并且注重細(xì)節(jié)。5、 在上班的時(shí)候不準(zhǔn)做私人的事情。6、 假如有事離崗時(shí)請(qǐng)通知同事并告之你的目的和回來(lái)的時(shí)間。7、 當(dāng)班時(shí)請(qǐng)做詳細(xì)記錄（有關(guān)客人的有關(guān)要求和意見和船上硬件維修）。8、 請(qǐng)保持工作區(qū)域的清潔衛(wèi)生。9、 當(dāng)遇到你能力之外的

6、問(wèn)題時(shí)時(shí)通知領(lǐng)班，客運(yùn)經(jīng)理或駐船代表。10、前臺(tái)工作人員要團(tuán)結(jié)友愛。11、了解每個(gè)部門的工作規(guī)章和工作安排。12、當(dāng)遇到問(wèn)題又不能聯(lián)系到重慶公司時(shí)，請(qǐng)立即船代表，并醒駐船代表及時(shí)報(bào)回公司。13、邊學(xué)邊做最好。14、遵守前臺(tái)各項(xiàng)政策方針。15、客人名單，房間安排表只限前臺(tái)員工使用。BASIC POLICYA S FRONT DESK PERSONNEL , THE FOLLOWING POLICY MUST BE OBSERVED:1.E NGLISH SPEAKING IS A MUST .2.B E POLITE TO THE PAX AND YOUR COLLEAGUE.3. A LWAY

7、S WEAR YOUR UNIFORM WITH YOUR NAME TAG WHENEVER YOU ARE IN THE SERVICE AREA .4.N EVER WEAR YOUR PERSONNEL CLOTHING IN THE SERVICE AREA.5.K EEP A NICE PERSONAL APPEARANCE AND ATTITUDE. OBEY THE DETAILED REQUIREMENT.6.N O PERSONAL AFFAIR IS ALLOWED WHEN YOU ARE ON DUTY ORA FINE WILL BE IMPOSED.7.INFOR

8、M YOUR CO -WORKER YOUR DESTINATION AND APPROX. RETURNING TIME IF YOU HAVE TOLEAVE YOUR WORKING STATION.8.R ECORD ALL THE AFFAIRS , WHICH CONCERNS THE PAX OR THE HARDWARE OF THE SHIP THATOCCURRED DURING YOUR SHIFT.9.K EEP YOUR WORKING AREA CLEAN AND IN ORDER.10.A SK THE SUPERVISOR, CD OR OM TO HELP I

9、F YOU CONFRONTED WITH THE PROBLEM BEYONDYOUR ABILITY .11.THE FD C REW HAS TO WORK TOGETHER AS ATEAM .12.TRY TO KNOW AND UNDERSTAND THE FUNCTIONS AND TIMETABLES OF EVERY DEPARTMENT( IFYOU KNOW IT , THE KNOWLEDGE WILL MAKE YOU VERY PROFFESIONAL TO HANDLE THE PROBLEM,BUT THE BEST THING IS YOU CAN ELIMI

10、NATEF OLLOW THE ORDERTHAT CAME FROMTHE CQOFFICE .13.IF THERE IS A PROBLEM BUT YOU CANNOT REACHCQ OFFICE , FOLLOW THE ORDER GIVEN BYTHE CD, BUT REMEMBER TOASK THE CD TO SIGN AND REPORT TOCQ OFFICE LATER .14.K EEP LEARNING AND KEEP MODEST .15.OBEY ALL THE POLICYS CONFINED TO YOUR POSITION AND DEPARTME

11、NT16. NEVER SHOWS THE MANIFEST AND CABIN ASSIGNMENT LIST TO ANY PAX / ANY NATIONALGUIDE OR ANY LEADER. IF YOU FAIL TO DO SO, HEAVY FINES WILL BE IMPLEMENTED.2 -24VICTORIACRUISES, INC .FRONT DESK M ANUALCHAPTER 1基本責(zé)任和職權(quán)BASIC DUTY AND AUTHORITYThe Front Desk is directly responsible to the CQ Office fo

12、r the Following Affairs:1. 房間安排前臺(tái)必須按照重慶房態(tài)進(jìn)行分房。如果房間不能使用時(shí)前臺(tái)可以更換。（在船上）除客人外，只有駐船代表，重慶辦公室隨船工作人員，全陪可使用一樓客房標(biāo)間，可以由船方安排。在沒有重慶公司的批準(zhǔn)的情況下，任何人不準(zhǔn)入住。CABIN ASSIGNMENTFD has to follow the cabin assignment list made by the CQ office.The FD canonly make changes if the cabin is un-repairable (on board situation).Beside

13、s thepax,OnlytheCD,HM (if available), RiverGuide,NationalGuide,Personnel ofCQofficecan beassignedto a standard1 stdeck cabinwithoutchecking with the CQ office if the cabin is available.Any unauthorizedpersonis notallowedto be assignedtoanystandardcabinwithout the authorization from CQ OFFICE.2. 每日的報(bào)

14、告每天向公司有關(guān)部門做電話報(bào)告，是領(lǐng)班和客運(yùn)經(jīng)理的責(zé)任。DAILY ORAL REPORTOral report should be made to the CQ office to the appropriate personnel. This is the duty of supervisor and operation manager.3. 升等升等房間的價(jià)格由公司而定。 如有不合乎標(biāo)準(zhǔn)的升等價(jià)格應(yīng)先得到公司相關(guān)人員的同意，并做好記錄。駐船代表或客運(yùn)經(jīng)理在升等表上簽字認(rèn)同。請(qǐng)經(jīng)手人做好填表工作，保存好保存聯(lián)，另一份交給出納。在客人換房前需先簽帳單后交新房卡于客人，隨后的換房服務(wù)應(yīng)該相應(yīng)跟

15、上，處理好行李的交接 。升等后的客人，升等人員應(yīng)該詳細(xì)耐心給客人做好套房客人應(yīng)享有的不同待遇。UPGRADEFirst quote the upgrade price made by CQ office, and asks for permission if any nonstandard price is required by the VIP or CD. Remember to make remark if CQ office is not available at the moment. Ask the CD or HM to sign on the bottom of thesign

16、ed upgrade form.Ask the relative personnel to fill out the upgrade form. Keep the duplicate and give 1 copy to the cashier.Give the new key to the pax after they paid the money.Take care of the luggage and ask the bell boy send to the suits.FD must tell the pax the rights after they upgrate.3 -24VIC

17、TORIACRUISES, INC .FRONT DESK M ANUAL4. 客人難免發(fā)生的問(wèn)題在上岸游覽時(shí)假如有客人丟失或受傷的情況，前臺(tái)人員應(yīng)及時(shí)通知駐船代表和客運(yùn)經(jīng)理進(jìn)行處理，之后做好書面記錄，情節(jié)嚴(yán)重的應(yīng)馬上報(bào)告公司。INCIDENT OCCURRED TO THE PASSENGERIf any passenger get lost or injured during the shore excursion, front desk should make an oral report to the CD then CQ office immediately, then make a

18、 written report (see form provided).5. 在航行中的維修a. 及時(shí)做好匯報(bào)，并且也要做出好詳細(xì)記錄包括問(wèn)題的原因，及通知客人我們的安排和解決問(wèn)題的方法。b. 當(dāng)填好客房維修表后及時(shí)送到相關(guān)人員處，進(jìn)行解決。c. 維修過(guò)后，請(qǐng)讓 維修工 及時(shí)簽字。（假如維修所需零件在岸上購(gòu)買，請(qǐng)開報(bào)銷單注明地點(diǎn)，金額）MAINTENANCE BREAK DOWN DURING THE CRUISEMake an oral report immediately, and also give a written report including the problem occur

19、red to the qualified person and then inform passenger of our arrangement.When filing out the cabin maintenance form, be sure to record the voyage number and send the form to the related personnel in time.After our engineer has repaired the problem, ask him to sign and record from where the part came

20、 from. (ex; Do we have the part to be repaired in stock or didhe buy the part on shore, in which city, and how many was purchased)6. 上岸瀏覽行程臨時(shí)有改變當(dāng)?shù)亟由缤ㄖ谐逃凶兓蛘呖腿擞刑厥庖笮枰淖冃谐虝r(shí)，應(yīng)及時(shí)通知重慶公司，并在上岸游覽表上詳細(xì)注明。CHANGES MADE ON THE SHORE EXCURSIONAny changes made either by the local travel agent or according to the r

21、equirement ofthe passenger on the shore excursion plan should be reported to the CQ office immediately and also should be remarked on the shore excursion form.7. 影響航行正常運(yùn)行中的意外小事件。假如一些大風(fēng)，臺(tái)風(fēng)，漲水期，等會(huì)延誤正常航行時(shí)間，應(yīng)及時(shí)報(bào)告回公司。并統(tǒng)計(jì)客人的飛機(jī)時(shí)間報(bào)回重慶公司看是否能有幫助。ANY UNEXPECTED INCIDENT WHICH CAN INFLUENCE OUR CRUISEIf there i

22、s any strong wind, typhoon, low water level, ship accidents etc, which can delay our cruise s normal sailing. Report immediately to the CQ office, at the sametime collect the flight information of the passengers and ask the CQ office for help if necessary.4 -24VICTORIACRUISES, INC .FRONT DESK M ANUA

23、L8.損傷報(bào)告（請(qǐng)駐船代表填寫“受傷部位表格”）有時(shí)在船上發(fā)生客人受傷的情況，如有需要維多利亞公司的船醫(yī)應(yīng)根據(jù)實(shí)際情況出具一份相關(guān)的報(bào)告，同時(shí)由客運(yùn)經(jīng)理和駐船代表簽字。INJURY REPORT(ask the CD to fill out “ Incident Investigation report ” provided if it is a must) In case one of our passengers has been injured, our Victoria Cruise office must have a report. How was the passenger in

24、jured? Where were they injured on the dock, walking down the steps? Did the doctor see the passenger? How serious was the injury?9. 換客人（轉(zhuǎn)客）客人在登記時(shí)不符合公司的客人名單，在給房間前請(qǐng)仔細(xì)檢查船票，并立即與公司進(jìn)行核對(duì)，假如客人需要延長(zhǎng)行程，請(qǐng)及時(shí)通知公司，等待回復(fù)。CHANGED PASSENGERIf the passengers checked-in did not comply with the manifest received from the

25、 office, carefully check the tickets/vouchers before assigning them the cabins, then check with the office immediately.If any passenger would like to continue the voyage to some destinations, report to the office immediately. Wait and follow instructions from the office.10. 換房間假如客人投訴房間有異味、漏水或者客人覺得房間

26、不舒適等，應(yīng)先檢查房間，然后通知有關(guān)人員進(jìn)行維修，假如客人在維修后還不滿意，就通知駐船代表或客運(yùn)經(jīng)理給客人換房。接到換房通知后， 通知客房部其要求更換房號(hào)及更換后的房號(hào)； 在客人換房后，回收客人的舊房卡，房卡袋、更改房態(tài)表、客人資料信息表、在交班本上記錄換房號(hào)及計(jì)劃房號(hào)、按照換房程序：通知出納，會(huì)計(jì)，金鑰匙系統(tǒng)內(nèi)的客人資料由前臺(tái)當(dāng)班員工自行更換，更改客人登記表。通知客房部、行李員。CABIN CHANGESIf the passenger complaints about odors in his/her cabin, leaking or for any reason, which the

27、passenger considers as uncomfortable; check the cabin first, then inform the relative personnel to handle the situation. If the complaint continues after attempts tosolve the problem, change the cabin if possible with the approval of CD, HM, and OM. Inform the HK department the new cabin and origina

28、l cabin and ask the bell boy to help carry luggage.Collete the unused key, key cover.Renew the cabin assignment , pax information form and pax information on the computer in time .Make a writen report on the notebook and inform the cashier, accountant and the following shift when you were off duty.1

29、1. 掌握計(jì)程車的車價(jià)和基本路線由于我們的游客大多都是外國(guó)人， 他們不知道從碼頭到機(jī)場(chǎng)或碼頭到飯店的車費(fèi)是多少，這時(shí)我們應(yīng)該問(wèn)當(dāng)?shù)氐娜藴?zhǔn)確價(jià)格，并做好記錄方便以后使用。APPROXIMATE TAXI FARES AND SCHEDULESSince most of our pax are foreigners, they do not have any idea of how much the taxi5 -24VICTORIACRUISES, INC .FRONT DESK M ANUALfare cost from the dock to the airport or from the

30、dock to a hotel. Therefore our front desk should have an approximate taxi fare and duration of the journey. If the front deskdoes not havethis informationmake it a pointto gooutsideand askthe taxi driver.MAKE A LIST FOR FUTURE REFERENCE.12. 上岸游覽記事本我們船上的大多數(shù)游客都希望能更詳細(xì)地了解中國(guó)，因此在前臺(tái)陳列有一些關(guān)于我們游船以及途經(jīng)各城市的人口、歷史

31、簡(jiǎn)介資料。在到游覽目的地之前把有關(guān)資料放在資料架上，以供客人參考。BROCHURES OR DESCRIPTIONS OF SHORE EXCURSIONSince most of our passengers are on our cruise for the simple reason of being educated about China, therefore provided at the front desk are brochures or city descriptions about the city our ship will visit concerning the p

32、opulation and history.Before our ship arrives at the city, it is the responsibility of the front desk personnel toplace the brochures of city description at the end of the counter by the tip s box.13. 公安部門和游客信息表前臺(tái)需要填寫一些表格，詢問(wèn)客人的相關(guān)信息，例如簽證，戶照等，方便前臺(tái)人員查找有關(guān)客人的信息資料。POLICE AND TOURIST INFORMATION FORMSThese

33、 forms are required to be filled out. It will ask specific information about the tourist s Visa, passport, and other information. It is a normal procedur e for these forms to be filled out. It will also be helpful for front desk if you need any of the information onthat form.以下有關(guān)事情操作程序前臺(tái)人員可以不問(wèn)公司、駐船代

34、表或者飯店經(jīng)理，可自己掌握。THE FOLLOWING AFFAIRS CAN BE HANDLED BY THE FRONT DESK WITHOUT ASKING THE OFFICE or CD or HM PERMISSIONS:1 正常升等根據(jù)重慶公司規(guī)定的升等價(jià)格，幫助客人填好升等表并及時(shí)付款。NORMAL UPGRADEFollow the price prepared by the CQ office; help the passenger to fill out the upgrade form and upgrade payment should be done immed

35、iately.2 免費(fèi)花和酒水 （香格里拉，豪華套房） （名單上寫有免費(fèi)花和酒除免費(fèi)升等外）開好發(fā)票并寫好房間號(hào)碼交到有關(guān)主管部門，留一份復(fù)印件在前臺(tái)。COMPLIMENTARYWINE AND FLOWER (SHANGRI -L A, D ELUXE SUITE, OR AS PER MANIFEST )(Except for free upgrade, you can get the information from the manifest).Fill out the invoice with cabin number then handle it to the relative de

36、partment chief and keep 1 copy.3 定餐6 -24VICTORIACRUISES, INC .FRONT DESK M ANUAL重慶在訂餐單上寫明總的工作餐和公司在船上用餐人數(shù)，把單子交到餐廳和廚房做準(zhǔn)備。工作餐和公司工作人員晚餐開餐時(shí)間定為6：30 下午。當(dāng)上完客之后，開一份航次訂餐單到廚房和餐廳準(zhǔn)備明天早晨的早飯。航次訂餐單需注明客人人數(shù)、國(guó)籍、開餐桌數(shù)、生日蛋糕數(shù)量和客人特殊餐食要求。MEAL O RDERCHONGQINGFill out the meal form according to the total number of the ship st

37、aff and the office staff onboard, and then inform the galley and dining room to prepare staff meal. The Ship s staff and Office staff dinner will be set at 6:30 PM.After finishing the check-in, fill out the meal form to inform the galley and the dining room get ready for next day breakfast. Meals fo

38、rm should includes the amount of tables, passengers nationality, passengers special requests and the birthday cake form.宜昌/ 武漢做好到上海的客人人數(shù)統(tǒng)計(jì)，然后開訂餐單到餐廳和廚房。上完客后開一份本航次總?cè)藬?shù)訂餐單到餐廳和廚房。YICHANGFill out the meal form according the total number of the passengers continuing to Shanghai then inform the galley and

39、the dining room.After the check-in, fill out the meal form to inform the galley and the dining room gets ready for the following days.上海上完客后開一份關(guān)于本航次的訂餐單。在客人晚上上客或早上上客的時(shí)候， 客人需要訂餐要向廚房詢問(wèn)價(jià)格和菜單。 在訂餐單上寫明客人的菜單和價(jià)格根據(jù)客人要求填寫訂餐單并送到餐廳和廚房。SHANGHAIAfter finishing the check-in, fill out the meal form to inform the g

40、alley and the dining room to make preparation for the following days.If the passenger aboard ask for dining at the check-in night or ask for breakfast at the check-in morning, check with the dining room to get the price and the menu ifpossible, then fill out the form accordi ng to passenger s requir

41、ement. After that, send the meal order to the galley and the dining room.4 參見駕駛臺(tái)或船艙假如有客人想?yún)⒂^駕駛臺(tái)或船艙時(shí)，請(qǐng)通知駐船代表與有關(guān)人員聯(lián)系，經(jīng)過(guò)安排和允許方可參觀。TOUR TO THE BRIDGE OR ENGINE ROOMIf there is any passenger asking for the tour to the bridge or the engine room PLEASE inform the cruise director and relative chief to check.

42、 Only after the arrangement andthe schedule are confirmed can the passengers be allowed for the tour.7 -24VICTORIACRUISES, INC .FRONT DESK M ANUAL5. 投訴的處理電話投訴先聆聽客人把意見表達(dá)完（一定不要打斷客人講話） ，要了解客人投訴的事項(xiàng)（區(qū)分硬件上的，服務(wù)質(zhì)量上的） 。先用言語(yǔ)緩和客人的情緒，在整個(gè)處理過(guò)程中始終保持微笑。對(duì)投訴事項(xiàng)進(jìn)行解釋， 在自己職權(quán)范圍內(nèi)滿足客人合理的要求。一般不要輕易向客人許承諾。同時(shí)上報(bào)經(jīng)理或主管及通知相應(yīng)部門主管。在職

43、權(quán)范圍以外的情況下，應(yīng)留下客人的房間號(hào)碼及姓名，同時(shí)上報(bào)主管或經(jīng)理及時(shí)進(jìn)行處理。客人當(dāng)面投訴先聆聽客人把意見表達(dá)完（一定不要打斷客人講話） ，要了解客人投訴的事項(xiàng)（區(qū)分硬件上的，服務(wù)質(zhì)量上的） ，在整個(gè)處理過(guò)程中始終保持微笑。無(wú)論事件性質(zhì)如何，不能對(duì)客人表現(xiàn)出不信任，更不能與客人爭(zhēng)執(zhí)。接到投訴后，應(yīng)安撫客人的情緒，了解事情情況，再進(jìn)一步對(duì)客人進(jìn)行安撫。在自己職權(quán)范圍內(nèi)滿足客人合理的要求。同時(shí)上報(bào)經(jīng)理或主管及通知相應(yīng)部門主管。在職權(quán)范圍以外的情況下，應(yīng)請(qǐng)客人先稍等，立即通知主管或經(jīng)理到場(chǎng)處理。ComplainListening is very important and interruption

44、 is considered impolite. Make it clear the complain is related to hardware or service quality etc. Trust and respect pax in any cases.Keep smiling whlie comfort the pax.Explain the problem and satisfy the pax request if it is within. Inform the related department, supervisor and OM.Write down the pa

45、xs name and cabin number if it is without FD crews ability. Informthe FD superviser and OM as soon as possible. If the pax came to the FD to complain,please ask the pax to wait a momentand informthe supervisoror OM to solve thecomplain at FD.6. 賓客物品丟失與失物招領(lǐng)接到客人物品丟失時(shí)，及時(shí)記錄在交班本上，通知相關(guān)部門或旅行社協(xié)助尋找。如客人丟失物品貴重

46、應(yīng)及時(shí)通知前臺(tái)領(lǐng)班，客運(yùn)經(jīng)理。接到員工或客人送來(lái)丟失物品時(shí) , 即時(shí)填寫好遺留物品登記表 ，并記錄在交班本上，途中如有客人或領(lǐng)隊(duì)領(lǐng)走時(shí)需在表格上簽字確認(rèn)后方可取走。如無(wú)客人認(rèn)領(lǐng)在交班時(shí)交由下班，并告知駐船代表廣播通知客人。如整個(gè)航次都無(wú)人認(rèn)領(lǐng)在回重慶港后交回公司。When the pax claim that they lost goods,inquire where did they lost,and make note on the logbook, ask relative department or travel agency totry to find out. If the los

47、t goods is valuable, report to the supervisor and OP.Lost and foundFill out the lost and found form after we received anything.Make a writen report on the notebook.Sign the name on the lost and found list if it is recognized.Ask the CD to make a anounncement and leave to the next shift if it is not

48、recognized.Send to the CQ office if it is not recognized during the voyage.8 -24VICTORIACRUISES, INC .FRONT DESK M ANUAL7. 鑰匙的保管及領(lǐng)取各部門下班后鑰匙保管在前臺(tái)； （餐廳、酒吧、客房房卡及通道門鑰匙等； ）并填寫消防安全記錄。各部門領(lǐng)取鑰匙都必須到前臺(tái)按要求作好登記并讓前臺(tái)員工確認(rèn)方可領(lǐng)走，前臺(tái)員工也必須積極配合。前臺(tái)員需做好監(jiān)督工作，各部門歸還鑰匙時(shí)需確定填寫離崗時(shí)間是否屬實(shí)。KeySend the key to the FD after the crew is o

49、ff duty. Fill out the fire security list. Cooperate with other department crew when they get key and ask them to fill out thelist.Supervise every crew to fill out the related list.8. 電梯故障處理接到電梯故障后，前臺(tái)員工應(yīng)保持冷靜，安撫客人情緒。通知樓層當(dāng)班人員立即報(bào)上維修，解困客人。第一時(shí)間擺放電梯故障牌，避免其他客人再次使用。故障排除后向被困客人表示歉意，事后了解故障原因，并在交班本上做好記錄。9. 賓客受傷和

50、緊急病情處理賓客受傷：接到客人受傷報(bào)告后，及時(shí)通知醫(yī)生，客運(yùn)經(jīng)理，駐船代表到達(dá)現(xiàn)場(chǎng)。醫(yī)生詢問(wèn)，查看受傷賓客傷情后，如傷情嚴(yán)重，協(xié)助醫(yī)生送賓客前往醫(yī)院就診。保持與醫(yī)院聯(lián)系，及時(shí)向客運(yùn)經(jīng)理匯報(bào)客人病情。詳細(xì)記錄事件發(fā)生和處理過(guò)程。賓客緊急病癥：接到賓客報(bào)告后，通知醫(yī)生，客運(yùn)經(jīng)理，駐船代表到達(dá)現(xiàn)場(chǎng)。協(xié)助醫(yī)生搶救賓客。詳細(xì)記錄事件處理過(guò)程。9 -24VICTORIACRUISES, INC .FRONT DESK M ANUALCHAPTER 2日常工作責(zé)任ROUTINE DUTY1. 保持工作區(qū)域衛(wèi)生清潔。ALWAYS KEEP THE COUNTER CLEAN!2. 上客前的準(zhǔn)備a. 前臺(tái)主管必

51、須提前一天進(jìn)行房態(tài)的接受，做好特殊要求的各項(xiàng)準(zhǔn)備工作。b. 確保客房的各項(xiàng)準(zhǔn)備工作，杜絕將問(wèn)題房分配給客人。c. 準(zhǔn)備好正確的客人名單及上客所需的物品（游船宣傳冊(cè)，景點(diǎn)介紹，名片等）d. 根據(jù)最終的房態(tài)表分配鑰匙并裝入信封做好團(tuán)隊(duì)標(biāo)識(shí)，不能出現(xiàn)漏分，錯(cuò)分及重復(fù)分配的情況發(fā)生。 （分配鑰匙：把散客鑰匙放在信封里，團(tuán)隊(duì)名字寫上ABC ，并要注意是雙人房還是單人房或套房等等）e. 配合駐船經(jīng)理進(jìn)行電子行程的播放及公區(qū)行程的分發(fā)。f. 把最終準(zhǔn)確的客人名單分房表復(fù)印一份給駐船代表。g. 根據(jù)房態(tài)標(biāo)示的具體要求與餐廳廚房配合好上客當(dāng)晚客人的用餐及餐食的要求；配合酒吧進(jìn)行套房及 VIP 客人的酒水及花束的

52、配送，配合客房進(jìn)行房間床位的增加及合并。h. 檢查商務(wù)中心，播音室，前臺(tái)電話及對(duì)講機(jī)等設(shè)施設(shè)備是否處于正常的工作狀態(tài)，檢查大廳的燈具是否完好，并按要求播放好上客音樂。i. 如有 VIP 客人，需按 Vip 接待標(biāo)準(zhǔn)進(jìn)行準(zhǔn)備。CHECK-IN PREPARATIONa. Receive manifest , cabin assignment and check the cabin condition with housekeeping department. Be prepare of embarkation.b. Make some changes of cabin assignment on

53、ly if necessary. (FD supervisor)c. Get the manifest and the necessary forms ready.(cruise brochure, execurtion brochure, bussiness card)d. Assign the keys following the cabin assignment list prepared by CQ office. Be aware of any mistakes made by personnel. (Assign each travels group cabin keysin in

54、dividual envelope and marked it with either pax names or Group letter (i.e. A, B, C, etc.) Be aware of which cabin are suites, singles, TD, N/G, etc.e. Cooperate with CD to play electrical schedule. Copy the itinerary of English, Chinese or other languages. Copy enough itineraries. Post big one on the publicarea board and give the rest to the housekeeping department as well as front desk.f. Give 1 copy of the manifest with cabin assignment list together to cruise director.g. Make meal order