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威尼斯皇冠假日酒店前厅服务标准培训.doc

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FRONTDESKDearteammember,Firstly,,,,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****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。,并获得宝贵的工作经历。Yourstruly,此致TABLEOFCONTENTSPart1?eLetterFromDirectorofRooms Page02?anizationChart Page04Part2?Jobdescription Page05Part3?StandardOperatingProceduresRegisterFIT Page09CheckOutGuest Page12GroupCheckIn Page15GroupCheckOut Page17PCREnrollment Page18MakeaReservation Page20GroupInformationCheck Page23FreeRoomUpgrade plimentaryRoom Page26RoomChange Page27ExtraBed Page29LateCheckOut Page30Extension Page32Cancellation Page34IncognitoCall,ScreenCallandDoNotDisturb Page36SleepOut Page38AuthorizationOfEntryToGuestRoom Page39AdvanceDeposit panyCheckasDeposit. ountInformationForCreditCard ountInformationForDirectBilling ountInformationTravelVoucher Page48CashPaidOut,CashAdvanceandRebate Page50CashFloatHandOverandControl Page53DropSafe Page54ContingencyReport puterSystemDownProcedure Page56Part4?Acknowledgementletterbyemployee ANIZATIONCHARTKeyResponsibilitiesGreetsallguestsatalltimesinafriendlyandhelpfulmannerandattemptstolearnanduseguest’ordingtoestablishedproceduresMaintainsintimateknowledgeofdepartmentalstandardsandproceduresPerformscheckin,uratedailyreportofallmoneyreceivedCasheshotelguest’ountingpoliciesandproceduresKnowledgeableofallspecialpromotionprocedures,forprogramssuchas:SeasonalPackages,FrequentFlyersPrograms,’scomplaints,inquiriesandrequests,refereesproblemstosupervisor/ReceptionManagerifhe/sheunabletoassistIsfamiliarwithotherIntercontinentalHotelsandResortssothatguestindicatinganynextdestinationo

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