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1、深圳威尼斯皇冠假日酒店 Crowne Plaza Shenzhen - Guest Service CenterTABLE OF CONTENTSPart OnePart 1Welcome Letter From Director of Rooms Page 03Departmental Organization Chart Page 04Part 2 Job description l GSC Manager Page 05l GSC SupervisorPage 06l GSC Shift LeaderPage 07l GSC AgentPage 08 Standard Operating
2、 Proceduresl Telephone EtiquettePage 09l Handling Wake Up CallsPage 15l Make A ReservationPage 18l Fax/Message DeliveryPage 22l Do Not Disturb RequestPage 26l Confidential RequestPage 27l Screen CallsPage 28l Luggage CollectionPage 29l Guest Request ItemsPage 31l Room ChangePage 33l Maintenance Requ
3、estPage 36l Mini Bar PostingPage 38l Weather ForecastPage 40l Long Distance Calls by Hotel StaffPage 41l Handling Guest Complaint by PhonePage 42l Handling Lost & Found ItemsPage 45l Medical Assistance to In House GuestPage 48Part 3 Priority Club Reward Page 50Part 4 Acknowledgement letter by employ
4、eePage 53Dear 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 an
5、d 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
6、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FRONT OFFICE ORGANIZATION CHARTJOB DESCRIPTIONJOB TITLE:Guest Service Center ManagerAREA/DEPARTMENT: Rooms Division / Front Office / Guest Service CenterREPORTS TO:DOR / ADOR / FOM / AFOMPOSITIONS SUPERVISED:Guest Service Center supervisor / Guest Se
7、rvice Center shift leader / Guest Service Center agentJOB SCOPE:Manages Guest Service Center operations to ensure to provide highest service to guests. Keep smooth communication with concerned sections and departments. Key Responsibilities Monitor day-to-day operation of Guest Service Center. Direct
8、ly report to Front Office Manager. Perform any assignments delegated by FOM or AFOM. Go through Guest Service Center logbook and handover book for follow-up action and delegated accordingly. Monitor the room special arrangement for VIPs, PCR members or individual guests based on the daily activity r
9、eport and brief to all GSC personnel. Aware of the room status of occupancy forecast and alert GSC personnel. Always conduct training for GSC agents, uplift the morale and soothe the grievance of staff. Perform all duties, other than the above as requested by the hotel, company policies. Prepare Dut
10、y Roaster to ensure the adequate coverage of hotel occupancy and control staff leaves. Keep smooth communication with all relative sections and departments and review the working performance monthly for team rebuild. Handle guest complaints with tact and diplomacy to avoid future irritation, contact
11、 with guest to maintain smooth relationship between management and guests. Share all points of communication issues, which can or may affect GSC personnel to provide high standard service to the guest on daily briefing or meeting of Rooms Division.JOB DESCRIPTIONJOB TITLE:Guest Service Center Superv
12、isorAREA/DEPARTMENT: Rooms Division / Front Office / Guest Service CenterREPORTS TO:Guest Service Center ManagerPOSITIONS SUPERVISED:Guest Service Center shift leader / Guest Service Center agentJOB SCOPE:Supervise Guest Service Center operations to ensure to provide the highest standard of service
13、to guests. Be responsible for the operation of Guest Service Center in the absence of Guest Service Center manager. Key Responsibilities Assist Guest Service Center manager in monitoring day-to-day operation with proper processing. Be concerned with staff discipline and staff performance and help to
14、 develop skills for all staff within the section. Ensure that all daily reports printed are filed accordingly in the respective files. Contribute to overall operational efficiency by performing relevant duties as assigned. Use your supervision skills effectively to encourage and motivate staff. Monitor guest service personnel constantly, ensuring that at all times ma
