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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 Offi
3、ce 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 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 safety 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 correc
