威尼斯皇冠假日酒店《商務(wù)中心新員工入職培訓(xùn)手冊》中英文對照doc

1、Prepared by Business Center 由商務(wù)中心編制 Page PAGE 78 of NUMPAGES 78 Business CenterTABLE OF CONTENTSPart 1Welcome Letter From Director of Rooms Page 03Departmental Organization ChartPage 04Part 2 BC Vision &Mission Page05 BC Tariff Page06 Job DescriptionBC SupervisorPage 07BC ClerkPage 11 Standard Opera

2、ting ProceduresOutgoing fax Page 13Photocopy Service Page 15Typing Service Page 18Lamination Service Page 20Binding ServicePage 22Translation ServicePage 24Express Service Page 27Equipment Rental Service Page 30Inter-net Service Page 33E-mail Service Page 35Telephone Service Page 36Bus Ticket Servic

3、e Page 38Ferry Ticket Service Page 41Confirm & Change air ticket Page 43Duty Description Page 45Part 3 Priority Club Reward Page 48Terminology Page 51Part 4 Acknowledgement letter by employeePage 57Dear team member,Firstly, a very warm welcome to the Crowne Plaza Shenzhen as part of Front Office Dep

4、artment. 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 and workforce motivation. Your remarkable contribution in Front Office Department will be greatly appreciated.真誠歡

5、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。我們激勵員工通過不斷的學(xué)習(xí)和培訓(xùn)，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。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。Yours truly,此致FRONT OFFICE ORGANIZATION CHARTBusiness Center Concept商務(wù)中心的定義

6、Business Center is an office away from guests own office. We also supply the secretary service whenever guest need.商務(wù)中心是客人辦公室以外的辦公室，在客人沒有秘書的情況下也能滿足客人的秘書需求。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

7、. Strengthen cooperation, heighten skill, enrich economic and trade knowledge to perfect itself, Meet & overstepcustomers different requirements with friendly, quick and precise services.Protect equipment, control cost, propagandize and sell broadly all serviceitems of Business Center to increase pr

8、ofits.追求卓越的服務(wù)，使商務(wù)中心成為深圳所有酒店中最好的商務(wù)中心。增強合作，不斷完善自己，提高服務(wù)技能和經(jīng)貿(mào)知識，以友好、快捷和準(zhǔn)確的服務(wù)滿足并超越客人的不同需求。保護(hù)設(shè)施，控制成本，全面宣傳并推銷商務(wù)中心的各項服務(wù)，以提高利潤。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 3000Portable Computer 手提電腦 100 300600

9、Laser Printer 激光打印機 100 300600Fax Machine 傳真機 100 300600Slide Projector幻燈機 50 200400Speak Phone電話機3080150DVD Machine DVD機50200300VCR 錄影機 300Portable Computer Card電腦上網(wǎng)卡50Wireless 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。Photocopy Service 復(fù)印服務(wù)Lamination Service

10、過塑服務(wù)A4 Size A4尺寸3yuan/Page 3元/頁ID SizeID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

11、: Free of charge for in-house guest 市話：住店客人免費Outgoing Fax 發(fā)出傳真HK, Macau & Taiwan香港、臺灣及澳門IDD Cost+5yuan/Page通訊費+5元/頁服務(wù)費International國際IDD Cost+5yuan/Page通訊費+5元/頁服務(wù)費Domestic國內(nèi)DDD Cost+5yuan/Page通訊費+5元/頁服務(wù)費Local（Shenzhen）深圳市內(nèi)5yuan/Page5元/頁Incoming Fax 發(fā)進(jìn)傳真In-House Guest 住店客人Complimentary 免費Outside Gues

12、t非住店客人5yuan/Page5元/頁Secretarial Service 秘書服務(wù)Chinese Typing （A4 Size） 中文打字（A4尺寸）80yuan/Page 80元/頁English Typing （A4 Size） 英文打字（A4尺寸）70yuan/Page 70元/頁Laser Printing 激光打印15yuan/Page 15元/頁Color Printing （A4 Size）彩色打?。ˋ4 尺寸）20yuan/Page20元/頁Disk Sale （3.5 inch）3.5英寸磁盤15yuan/Page15元/張Scanning Service 掃描服務(wù)2

13、5yuan/Page 25元/頁Binding Service 裝訂服務(wù)30yuan/Set 30元/套Translation 翻譯服務(wù)Cost+15% Surcharge成本+15%服務(wù)費Secretarial Service 秘書服務(wù)Cost+15% Surcharge 成本+15%服務(wù)費Shorthand Service 速記服務(wù)Cost+15% Surcharge成本+15%服務(wù)費Mail Service 快遞服務(wù)Cost+15% Surcharge成本+15%服務(wù)費CD Copy光碟復(fù)制 50yuan/disk50元/個*Mobile Phone In-Charge: RMB20/t

14、ime for outside guest手機電池充電：店外客RMB20/次Newspaper Service 報紙出售South China Morning Post南華早報25yuan/set25元/份The Asahi Shim Bun朝日新聞50yuan/set50元/份USA. Today今日美國25yuan/set25元/份The Straits Times海峽時報25yuan/set25元/份Oriental Daily News 東方日報25yuan/set25元/份Ta Kung Pao大 公 報10yuan/set10元/份Guest Workstation 客用電腦工作站

15、E-Mail/Internet Usage 電子郵件及國際互聯(lián)網(wǎng)使用30yuan/half an hour30元/半小時60yuan/hour60元/小時Each Workstation is equipped with: 1 Keyboard, 1 Personal Computer, 1 Laser Printer, 1 Telephone and Internet.每間電腦工作站裝備有：1個每間電腦工作站裝備有：1個鍵盤，1臺電腦，1臺激光打印機，1部電話及上網(wǎng)設(shè)施。JOB DESCRIPTIONJOB TITLE:Business Center Supervisor AREA/DEPA

16、RTMENT:Rooms Division / Front Office / Business CenterREPORTS TO:DOR / ADOR / FOM / AFOM/Guest Service ManagerPOSITIONS SUPERVISED:Business Center ClerkJOB SCOPE:Under the general direction of the Front Office Manager and within the limits of established InterContinental Hotels Group and local polic

17、ies and procedures, oversees and directs all aspects of the Business Centre function to achieve the highest possible guest satisfaction and profit. Promotes the desired work culture around the five core values of Trust, Integrity, Respect, One Team and Service of the InterContinental Hotels Group an

18、d the brand ethosKey ResponsibilitiesMonitor Business Center personnel to ensure maximum guest satisfaction through personal recognition and prompt cordial attentionManage and provide direction for day-to-day operation and administration of all components of Business CenterAppraise appearance, disci

19、pline and efficiency of all staff order direct supervision and initiate immediate remedial action if necessarySet up guests business appointmentsEnsure stationery supplies are maintained to standard, ordering in advance when required Manage the routine servicing of equipment Organize and conduct reg

20、ular meetings for all Business Center staff to facilitate communication and a smooth operationParticipate in broader Front Office meetings to keep abreast of issues in the department and inform your staff of sameForecast future business trends on a monthly basisPlan strategies to take full benefit o

21、f forecasted business trendsAnalyse business centres strengths, weaknesses and opportunitiesDevelop and implement action plans to improve strengths, overcome weaknesses and capture opportunitiesAssist in planning and co-ordinating activities to ensure that a budgeted sales targets are met or exceede

22、dComplete regular market surveys of competitors productsAssist with the development of strategies based on market research that will ensure achievement of market share and outlet profit targetsApprove leave after reviewing hotel occupanciesPrepares efficient work schedule for Business Centre staff,

23、arranging holidays and vacation, taking into consideration project occupancy and forecasts and any large group movements, especially those with early or late arrivals or departuresHuman Resource ResponsibilitiesWorks with Superior and Human Resource Manager to ensure the departmental performance of

24、staff is productive. Duties include:Assists in planning for future staffing needs Assists in recruiting in line with company guidelines Prepares and administers detailed induction program for new staffMaintains a comprehensive, current and guest focused set of departmental standards and procedures a

25、nd oversees their implementationEnsures training needs analysis of Business Centre staff is carried out and training programmes are designed and implemented to meet needsConducts on the job training and maintains a comprehensive list of training progress for all staffConducts probation and formal pe

26、rformance appraisal discussions in line with company guidelines Coaches, counsels and disciplines staff, providing constructive feedback to enhance performanceRegularly communicates with staff and maintains good relationsFinancial ResponsibilitiesWorks with superior in the preparation and management

27、 of the departments budget. Duties include:Assists in co-ordinating the preparation of the departmental annual budgetControls and monitors departmental costs on an ongoing basis to ensure performance against budgetOccupational Health and Safety ResponsibilitiesDemonstrate Awareness of OH&S policies

28、and procedures and ensure all procedures are conducted safely and within OH&S guidelines and ensure your direct reports do the sameBe aware of duty of care and adhere to occupational, health and safety legislation, policies and proceduresBe familiar with property safety, first aid and fire and emerg

29、ency procedures and operate equipment safely and sensiblyInitiate action to correct a hazardous situation and notify supervisors of potential dangersLog security incidents and accidents in accordance with hotel requirementsKey CompetenciesKey TasksDrive For ResultsCompete against a standard of excel

30、lence by setting high performance standards and pursuing aggressive goals Strive for constant improvements and takes responsibility for achieving business results and persevere despite obstacles Understanding the BusinessDemonstrate an interest in and an understanding of issues relevant to your depa

31、rtment and hotel and keep your knowledge up to date, including legislative informationAdheres to Intercontinental Hotels Group Corporate Code of Conduct, Employee Handbook and Hotel policiesDemonstrates an understanding of competitors major strengths and weaknessesEstablishes and interprets key perf

32、ormance indicators to manage the business, consistently takes into accounts financial implications of business decisions and recommendationsHas a broad knowledge of how the business is run, focuses on the major factors necessary to ensure that the business is successful and profitableProblem Solving

33、 and Decision MakingDiagnose problems and thoroughly analyse information to guide decision making Evaluate and assimilate critical information when reaching conclusions and make logical, competent decisionsCustomer FocusBuild and maintain positive relationships with all internal customers and guests

34、 in order to exceed their needsTake action to address these needs in order to exceed their expectationsCreate a positive hotel image in every interaction with internal and external customersAdhere to hotel brand standardsMaintain a high level of product and service knowledge in order to explain and

35、sell services and facilities to guestsAssist guests and escort them to locations within the hotel at their requestMaintain knowledge of special programs and events in the hotel in order to recognize and respond to guests needsMaintain current Hotel information to be able to provide information to gu

36、estsImplements procedures which enhance the guest experienceInnovationGenerate new ideas and encourage creativity from your staffRecognize the need for new and modified approachesTeamworkDemonstrate co-operation and trust with colleagues, supervisors, teams and across departments to deliver positive

37、 resultsActively participate in wider hotel meetingsInteract with department and hotel staff in a professional and positive manner to foster good rapport, promote team spirit and ensure effective two way communicationAdaptabilityBe comfortable and effective in an environment of ambiguity or changeBe

38、 receptive to new ideas and respond to workplace changes in a flexible and optimistic manner Complete tasks as directed by ManagementImpact and InfluencePromote your ideas persuasively, and shape the opinion of subordinates and overcome resistanceBuild consensus for action and negotiate mutually ben

39、eficial solutions to problemsEstablish influential contacts with suppliersLeading and Developing PeopleInspire others to excel by clearly communicating business values and direction, recognizing good performance and providing managerial supportDevelop potential of others through coaching and develop

40、ment opportunities to build organization capability for the futureCultural AwarenessUnderstands and takes into account the global nature of the business; works effectively with colleagues from different viewpoints, cultures and countriesJOB DESCRIPTIONJOB TITLE:Business Center ClerkAREA/DEPARTMENT:R

41、ooms Division / Front Office / Business Center REPORTS TO:Business Center SupervisorJob SummeryThis position is responsible for rending efficient service to all Business Center guest related to various service being offered to clients.ResponsibilitiesTo be fully conversant with all hotel activities

42、& facilities.To be ensure that Business Center is always in order and clean.To be familiar with all types of services at Business Center.To sort out all outgoing faxes and proceed immediately with the distribution to concerned parties without delay.To project an image of discretion at all times and

43、maintain food relations among Business Center staff and especially to guests.To be responsible for an efficient and up-date filing system for the Business CenterTo attend to guests services promptly and prepare transaction formalities for proper charges based on the service rendered.To report to sup

44、ervisor any information that may be of interest to service enhancement, especially, Business Center guest comments.To perform any other duties as may be assigned by supervisors.To make sure that all information and guest comments are written in the Log BookTo maintain and update the B/C libraryTo ma

45、intain a high standards of personal appearance and by hygiene at all times.Be able to take reservation for BC guestsWell use if priority club program & BenefitsJob RequirementAbility to be familiar with all Business Center services, procedures, regulations and equipments.Ability to render to guests

46、service requirements efficientlyTo be fluent in English, oral and written Ability to be accommodating with guest, polite, courteous, friendly and with high sense of responsibilityAbility to type fast and accuratelyAbility to perform independent correspondenceAbility to answer phone calls and take me

47、ssages in a friendly and courteous mannerAbility to file and receive documents efficientlySUBJECT: 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。Procedures 程序1.Greet the guest-Stand up with smile and greet guest ask how you can be of assistance when guest appr

48、oaches 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問候客人，詢問客人有什么可以效勞-如果你正在電話

49、中或服務(wù)其他客人，要與進(jìn)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)。Get guest requirement- Get guest send fax requirement - Take the document from guest - Double check with fax number and pagesto avoid misunderstanding - Check with the guest room number and name詢問客人的需求- 得知客人需要發(fā)送傳真- 接過客人的文件- 與客人確認(rèn)傳真號碼及傳真的總頁數(shù)- 并詢問客人的房號及姓名Qu

50、otation - Advise guest the total amount of sending fax for guests reference.“Excuse me sir , the price is RMB5/ page plus the telephone cost”報價- 告知客人發(fā)送傳真的價格避免客人投訴價格貴“發(fā)送傳真的收費是每頁5元外加電話費”Transmission傳送A According the fax number to send it A按照客人傳真號碼傳送If the fax sending successful show the fax report to

51、guestIf you have difficulty in getting through after 2 or 3 times tell the guest and explain the situation then ask the guest if he has another fax numberIf the guest is very busy and ask the staff to send the fax document to his room after transmissiona)如果客人的文件成功發(fā)送要將傳真報告給客人并告知客人傳送結(jié)果b) 如果客人的傳真發(fā)2-3次仍

52、然無法發(fā)送要告知客人并詢問客人是否有其他的號碼如果客人有急事要去處理，要求先將傳真發(fā)過去之后將原稿送到房間：Double confirm the guest name and room number Confirm the guest requirement Confirm guest payment, if the price is not available, write down the standard price in voucher and get guest signatureIf the fax transmission is successful, leave a writt

53、en message to guest room to inform the total price attach with the transmission reportand original document If the fax transmission failed, contact guest immediately through phone call and ask for alternative fax numberLeave a written message if guest not in the room 首先與客人確認(rèn)房號及客人的姓名確認(rèn)客人的要求確認(rèn)付款方式，如果價

54、錢不能確定將其收費標(biāo)準(zhǔn)寫在雜項收費單請客人簽名確認(rèn)如果傳真成功發(fā)送，留言給客人并告知客人消費金額并將其原件及傳真報告一并送到房間如果傳真未能成功發(fā)送，通過電話直接聯(lián)系客人并詢問是否有新的傳真號碼如果客人不在房間手寫留言給客人并告知情況B If the guest wants to send at the pointed time B定時發(fā)送1Confirm the exact time 2Set up machine as below:“定時發(fā)送”輸入設(shè)定指定時間“設(shè)定”輸入傳真號碼“開始” 掃描文件3Check the fax machine at the pointed time to s

55、ee if it works properly1 和客人確認(rèn)發(fā)送時間2 按照如下步驟操作：首先選擇“定時發(fā)送”功能鍵輸入發(fā)送傳真時間按“設(shè)定”鍵輸入傳真號碼按“開始”鍵掃描文件3到指定時間檢查傳真機是否正常工作Payment-Check the telephone cost of folio 5 in PMS-Confirm the payment with guest 收取費用-在電腦系統(tǒng)的#5查詢電話費用-與客人確認(rèn)付款方式CashFill in the miscellaneous form with the exact price and get the guest signatureG

56、ive the guest receipt after settle客人以現(xiàn)金結(jié)算填寫雜項收費單并注明客人消費金額并讓客人簽名結(jié)算完畢給客人提供發(fā)票Charge to roomDouble confirm guest room number and name Fill in the miscellaneous form with the exact price and get the guest signaturePost the charge to the guest folio in PMSB) 將費用拋入房間與客人再次確認(rèn)房間號碼與姓名將填寫準(zhǔn)確消費金額的雜項收費單給客人簽名予以確認(rèn)將其

57、消費輸入客人房間Credit CardSlip the credit card on the post machine, make sure the amount is correct.Obtain the guest signature on the voucherFill out the miscellaneous form with the exact price and get the guest signatureGive the guest one credit card slip attach with the hotel invoiceC) 客人以信用卡方式結(jié)算在信用卡機上將客

58、人消費金額準(zhǔn)確無誤刷卡讓客人在信用卡單上簽名將填寫準(zhǔn)確消費金額的雜項收費單給客人簽名予以確認(rèn)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Date日期Room No房間號碼Guest Name/Sender name 客人姓名/發(fā)件人姓名Fax Number/ company name傳真號碼/公司名稱Pages &

59、 Surcharge頁數(shù)及服務(wù)費Telephone Cost電話成本Miscellaneous charge 雜項收費單單號BC Clerk/Handle by經(jīng)手人Payment 付款方式Remarks 備注- B shift staff need to print on fax report from fax machine at 23:00 and submit to F&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。Note: *Destroy the original document if the guest do not want to keep it *Th

60、e staff can not mention the fax contents intended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