文档介绍：FRONT DESK
Dear team member,
Firstly, a very warm e to the Crowne Plaza Shenzhen as part of Front Office Department. Our key to ess depends very much on your positive attitude, creative flair and eye to details. We mitted to develop people through knowledge enlarging, skill training and workforce motivation. Your remarkable contribution in Front Office Department will be greatly appreciated.
真诚欢迎您加入深圳威尼斯皇冠假日酒店,成为酒店前厅部的成员。你们积极的工作态度,创造性的思维及细致周到的服务,将是我们取得成功的关键因素。我们激励员工通过不断的学习和培训,来丰富专业知识,改善服务技巧,提高劳动生产力,最终取得整体前厅部的成功。
I wish you a pleasant and fruitful working experience at Front Office Department.
祝愿您在这个团队里工作愉快,并获得宝贵的工作经历。
Yours truly,
此致
TABLE OF CONTENTS
Part One
Part 1
e Letter From Director of Rooms Page 02
anization Chart Page 04
Part 2
Ø Job description Page05
Part 3
Ø Standard Operating Procedures
Register F I T Page 09
Check Out Guest Page 12
Group Check In Page 15
Group Check Out Page 17
PCR Enrollment Page 18
Make a Reservation Page 20
Group Information Check Page 23
Free Room Upgrade Page 25
House Use plimentary Room Page 26
Room Change Page 27
Extra Bed Page 29
Late Check Out Page 30
Extension Page 32
Cancellation Page 34
Incognito Call, Screen Call and Do Not Disturb Page 36
Sleep Out Page 38
Authorization Of Entry To Guest Room Page 39
Advance Deposit Page 41
Handling Of Foreign Currency pany
Check as Deposit. Page 45
Account Information For Credit Card Page 46
Account Information For Direct Billing Page 47
Account Information Travel Voucher Page 48
Cash Paid Out, Cash Advance and Rebate Page 50
Cash Float Hand Over and Control Page 53
Drop Safe Page 54
Contingency Report Page 55
Computer System Down Procedure Page 56
Part 4
Ø Acknowledgement letter by employee Page 57
FRONT ANIZATION CHART
Key Responsibilities
Greets all guests at all times in a friendly and helpful manner and attempts to learn and use guest’s name at every opportunity
Registers and rooms all arrivals according to established procedure