1 FRONT DESK 2 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 and workforce motivation. Your remarkable contribution in Front Office Department will be greatly appreciated. 真誠歡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(tuán)隊里工作愉快，并獲得寶貴的工作經(jīng)歷。 Yours truly, 此致 3 TABLE OF CONTENTS Part One Part 1 Welcome Letter From Director of Rooms Page 02 Departmental Organization Chart Page 04 Part 2 Job description Page05 Part 3 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 and Complimentary 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 and Company 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 Acknowledgement letter by employee Page 57 4 FRONT OFFICE ORGANIZATION CHART F O M前廳部經(jīng)理1A s s t . F O M前廳部副經(jīng)理1A s s t . M a n a g e r C P C M a n a g e r R e c e p t i o n M a n a g e r大堂副理 行政樓層經(jīng)理 接待經(jīng)理M r . O l i v e r Z h a o M r . L e e K w a n T a e M s . A n n i e C a iM r . S t e v e n W a n g 1 1M s . B e t t y Z h a oM r . J o h n s o n Z h u4F D S e n i o r S u p e r v i s o r S e n i o r S u p e r v i s o r S e n i o r S u p e r v i s o r高級接待主管 禮賓部高級主管 車隊高級主管1 1 1G R O S u p e r v i s o r B C S u p e r v i s o r G S C S u p e r v i s o r C o n c i e r g e S u p e r v i s o r客戶關(guān)系主管 商務(wù)中心主管 客戶服務(wù)中心主管 禮賓部主管1 1 1 1S e n i o r G R O F D A s s t . S u p e r v i s o r B C A s s t . S u p e r v i s o r G S C A s s t . S u p e r v i s o r A s s t . S u p e r v i s o r高級客戶關(guān)系主任 接待副主管 商務(wù)中心副主管 客戶服務(wù)中心副主管 禮賓部副主管2 2 1 3 2G R O F D A g e n t B C C l e r k G S C C l e r k B e l l m a n & D o o r g i r l D r i v e r 客戶關(guān)系主任 接待員 商務(wù)中心文員 客戶服務(wù)中心文員 行李生 & 門童 司機10 12 2 10 15 101G u e s t S e r v i c e C e n t e r M a n a g e r客戶服務(wù)中心經(jīng)理M s . S a n d r a H u a n g 1M r . D a v i d Y a n g C h i e f C o n c i e r g e禮賓司 5 J O B D E S C R I P T I O N J O B T I T L E : F r o n t D e s k A g e n t A R E A / D E P A R T M E N T : R o o m s D i v i s i o n / F r o n t O f f i c e R E P O R T S T O : F r o n t D e s k S u p e r v i s o r / R e c e p t i o n M a n a g e r P O S I T I O N S S U P E R V I S E D : N i l J O B S C O P E : U n d e r t h e g e n e r a l d i r e c t i o n o f t h e R e c e p t i o n M a n a g e r o r h i s / h e r d e l e g a t e a n d w i t h i n t h e l i m i t s o f e s t a b l i s h e d I n t e r C o n t i n e n t a l H o t e l s G r o u p b r a n d a n d l o c a l p o l i c i e s a n d p r o c e d u r e s , r e s p o n s i b l e f o r a l l a c t i v i t i e s r e l e v a n t t o t h e F r o n t D e s k s u c h a s t h e r e c e p t i o n , c h e c k i n / o u t , r o o m i n g o f a l l H o t e l g u e s t s , f o r e i g n e x c h a n g e , r e s p o n s i b l e f o r a c c o u n t i n g a n d c o l l e c t i o n o f a l l r e v e n u e s a n d m o n i e s , a s s i s t s t h e m w i t h i n q u i r i e s . P r o m o t e s t h e d e s i r e d w o r k c u l t u r e a r o u n d t h e f i v e c o r e v a l u e s o f T r u s t , I n t e g r i t y , R e s p e c t , O n e T e a m a n d S e r v i c e o f t h e I n t e r C o n t i n e n t a l H o t e l s G r o u p a n d t h e b r a n d e t h o s . T E S T I M O N I A L : I h a v e r e a d a n d r e c e i v e d a c o p y o f t h e d e s c r i p t i o n a n d f u l l y u n d e r s t a n d t h a t v i o l a t i o n o f a n y o f t h e s t a t e d r e s p o n s i b i l i t i e s a n d d u t i e s i s g r o u n d e d f o r d i s c i p l i n a r y a c t i o n . S i g n a t u r e : D a t e : . 6 Key Responsibilities Greets 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 room 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 assists 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 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 everything 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 notice 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 expected 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 with reference to hotel and to be a health or safety hazard Occupational 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 correct a hazardous situation and notify supervisors of potential dangers Log security incidents and accidents in accordance with hotel requirements 7 Key Competencies Key Tasks Taking Responsibility Strive for constant improvement and take responsibility for your own performance Adhere to InterContinental Hotel Group Corporate Code of Conduct Adhere to Hotel Handbook and general policies and procedures Adhere to Front Desk Policies and Procedures Report problems to Management with suggestions for resolution Understanding My Job Clarifies own job responsibilities and looks for opportunities that will increase skills and job knowledge Understands how their role fits with others and contributes to the success of business Understands the hotels facilities, products and services Provides information when requested and promotes hotels services, facilities and special events Implements section procedures and policies as needed Customer Focus Build and maintain positive relationships with all internal customers and guests in order to anticipate their needs Anticipate guest needs, handle guest enquires, and solve problems Create a positive hotel image in every interaction with internal and external customers Adhere to hotel brand standards Maintain a high level of product and service knowledge in order to explain and sell services and facilities to guests Assist guests and escort them to locations within the hotel at their request Maintain knowledge of special programs and events in the hotel in order to recognize and respond to guests needs Maintain current Hotel information to be able to provide information to guests Teamwork Demonstrate co-operation and trust with colleagues, supervisors, teams and across departments Communicate well to ensure effective shift hand-over Actively participate in organized meetings Interact with department and hotel staff in a professional and positive manner to foster good rapport, promote team spirit and ensure effective two way communication Adaptability Be open to new ideas and make changes in the job and routine as required Work in line with business requirements Complete tasks as directed by Management 8 Developing Self Develop/update skills and knowledge (internally or externally) to reflect changed technology or changed work requirements Seek feedback on areas of shortfall Maximize opportunities for self development Reliability Ensure that your work quality meets the standards required and complete tasks in a timely and thorough manner with minimum supervision Follow standards, policies and procedures Meet hotel attendance and grooming standards Cultural Awareness Work effectively with customers and colleagues from different viewpoints, cultures and countries Replacement and Temporary Mission To be flexible and willing while asking to face in any area that needs to be helped in an emergency or difficult circumstances as assigned or required by management. To be ready and responsible to perform any other duties as designated or required by management from time to time. Notice This is a hotel business and a friendly service atmosphere must be projected at all the times. Management reserves the right to make changes to this description at its sole direction without advance notice. 9 SUBJECT : REGISTER FIT When the guest approach FD counter, the following checking in procedure should be processed. 當(dāng)客人來到前臺時，根據(jù)以下程序登記入住。 1. Staff makes eye contact when guest approaches counter. 在客人靠近前臺時，應(yīng)與客人有目光接觸。 2. Guest is warmly greeted at the counter with your smile and pleasant expressions. “ Good Morning/afternoon/evening, Sir.” 微笑并熱情禮貌地問候客人。 “早上好、下午好、晚上好，先生?！?3. Ask for passport or ID for registration. “May I have your passport or ID for registration?” 向客人索取護(hù)照或身份證進(jìn)行登記。 “麻煩您出示護(hù)照或身份證登記一下，好嗎？” 4. Guest name is used during the registration. (Once you know guest surname from passport and ID, you must use the guest name throughout.) 整個入住登記過程中都要稱呼客人姓名。 （一旦你從客人護(hù)照或身份證上取得客人姓氏后，必須稱呼客人姓氏。） 5. Retrieve guest booking. Ask the guest “Mr._, is this your first time to stay in our hotel?” If not, you should say “Welcome back! Mr._” If yes, you should say “Welcome to the Crowne Plaza Hotel Shenzhen! Mr._” 在系統(tǒng)里找出客人的預(yù)定。 詢問客人“ XXX 先生，這是您第一次入住我們酒店嗎？” 如果回答否，你應(yīng)說：“歡迎您回來， XXX 先生。” 如果回答是，你應(yīng)說：“歡迎入住深圳威尼斯皇冠假日酒店， XXX 先生?！?6. PCR enrollment. “ Are you our Priority Club member, Mr. _?” If yes, put guest number in system. If not, enroll guest to be a member. 優(yōu)選俱樂部會員招募。 “您是我們優(yōu)選俱樂部會員嗎， XXX 先生？” 如是，將客人的會員號碼記入電腦系統(tǒng)。 如否，鼓勵客人加入。 10 7. Check AddRemarks if any mail or message is being held for the guest. 檢查備注是否有留言或給客人的郵件。 8. Confirm reservation details. “Mr._, you will be staying with us for XX nights, c/o on XXX?” “You booked our non -smoking deluxe room with one king size bed.” (If the occupancy is not high) “You prefer smoking or non -smoking?” “King bed or twin?” 與客人確認(rèn)預(yù)定細(xì)節(jié)。 “ XXX 先生，您將入住 XX 晚， XX 號退房，是嗎？” “您訂的是豪華房，不吸煙，一張大床，對嗎？” （在入住率不高的情況下） “您需要吸煙還是不吸煙的房間？” “一張大床還是兩張床呢？” 9. Assign the room. Assign the room according to guest preference in special service. Always give options, if you cannot offer the room that guest prefer. Do not forget to up sell the rooms and packages. 分房。 根據(jù)客人喜好分配房間。 在你無法滿足客人需要時，盡量給客人提供選擇。 別忘了推銷更高一級的房間和套餐服務(wù)。 10. Print out registration card. If its the first time that the guest stays with us, obtain business card from guest by saying “Mr._, may I have your business card? Then I can fill in the registration card for you. I only need your signature here.” If guest is return guest, you should say “May I have your signature please, Mr._?” 打印入住登記卡。 如果客人是第一次入住酒店，嘗試向客人索取名片“ XXX 先生，可以給我一張您的名片嗎？那么我就可以幫您填寫登記卡，您只需簽個名就可以了?！?如果客人是回頭客，你應(yīng)說“請在這簽名?！?11. Ask for deposit. “Mr._ how would you like to settle your bill?” (If settled by credit card) “May I have your credit card, please?” (If settled by cash) “ I need XXX for deposit, Mr._.” “Mr._, this is the receipt of your deposit, please keep it and return to us upon checking out.” 11 索取押金。 “ XXX 先生，退房時您選擇用怎樣的方式結(jié)帳呢？” （如果用信用卡） “可以用一下您的信用卡嗎？” （如果用現(xiàn)金） “我需要 XX 錢作押金， XXX 先生。” “ XXX 先生，這是您的押金條，請收好并在退房時交還給我們?！?12. Confirm c/o time with guest. “Mr._, what time will you be checking out on XXX?” 確認(rèn)退房時間。 “ XXX 先生，請問您 XX 號準(zhǔn)備幾點退房呢？” 13. Present key holder to the guest. “Mr._, your room is on XX floor, non -smoking and king bedded! This is your room rate (use your hand to point out), plus 15% service charge. Breakfast is inclusive in our coffee shop (use your hand to show the guest where is the coffee shop) from 6:30 to 10:30.” “The rate is for accommodation only. But for your information, our coffee shop serves American Breakfast from 6:30 to 10:30.” 將房卡給客人。 “ XXX 先生，您的房間在 XX 樓，非吸煙大床房。您的房價在這（用手指出），加 15的服務(wù)費，包含咖啡廳早餐（用手指示咖啡廳位置），從 6:30 到 10:30。” “房價沒有包含早餐，但酒店咖啡廳提供美式早餐，從 6:30 到 10:30?！?14. Wish guest would have a pleasant stay. “Thank you, Mr._, my colleague XXX will show you the room. Enjoy your stay.” (If guest has no luggage) “Thank you, Mr._, elevator is over there. Enjoy your stay.” 預(yù)?？腿巳胱∮淇臁?“謝謝您， XXX 先生，我的同事 XXX 會送您到房間。入住愉快?！?（如客人無行李。） “謝謝您， XXX 先生，電梯在那邊，入住愉快。” 12 SUBJECT : CHECK OUT GUEST When the guest approach FD counter to check out, the following procedure should be processed. 當(dāng)客人來到前臺退房，根據(jù)以下操作程序進(jìn)行。 1. Greet guest. “Good morning/afternoon, Sir/Madame. Checking out?” 問候客人。 “早上好，下午好，先生，小姐。退房嗎？” 2. If answer is yes. “May I have your room number please? And may I have your room key back?” (Once know guests name, please address guest by surname.) 如答是。 “請問您的房號？我可以收回房卡嗎？” （一旦從系統(tǒng)中得知客人的姓名，要稱呼客人的姓氏。） 3. Ask mini bar consumption. “Mr._, is there any last minute consumption from mini bar since last night?” 詢問迷你吧消費。 “ XXX 先生，從昨晚到現(xiàn)在有迷你吧消費嗎？” 4. Present bill to guest. “Mr._, this is your bill, please double check. If it is correct, may I have your signature here please?” (Show the guest the place to sign.) 向客人出示帳單。 “ XXX 先生，這是您的帳單，請確認(rèn)。如果沒有問題，請在這簽名?！?（給客人指出簽名位置。） 5. PCR program (If you notice the guest is not a PCR member, introduce the program and enroll guest.) “Mr._, would you like to join our Priority Club? It is a Frequent Traveler Program worldwide. Once you are our member, if you spend 1 US dollar in the hotel, you may get 10 points or 2.5 miles. It is totally free and no black out date. I only need your business card for enrollment.” 優(yōu)選俱樂部會員計劃。 （如發(fā)現(xiàn)客人仍未是優(yōu)選俱樂部會員，向他介紹這項計劃并邀請加入。） “ XXX 先生，您希望加入我們的優(yōu)選俱樂部嗎？這是洲際酒店集團(tuán)全球性的常客計劃。您一旦成為我們的會員，您在酒店每消費一美元，便可獲得 10 個積分或 2.5 個飛行里程。這項計劃完全是免費加入的且無限期。您只要給我一張您的名片便可加入了?！?13 6. Ask for payment. “Will you use the same credit card to settle your bill?” or “Will you use ca sh to settle your bill?” (I should refund XXX to you.) 結(jié)帳。 “請問您還是用同一張信用卡結(jié)帳嗎？” 或“請問您是用現(xiàn)金結(jié)帳嗎？”（我要退回 XX 錢給您。） 7. Safety box. “Is your safety box empty in your room?” “Please make sure everything is with you.” 保險柜。 “請問您房間的保險柜還有任何東西嗎？” “請拿好隨生物品?！?8. Ask guest staying experience. “How was your stay with us, Mr._?” (If answer is positive.) “Thank you, Mr._. So when will you be back?” (If guest tells you he/she has the reservation with us for his/her next visit, retrieve the reservation and give guest confirmation number.) (If guest will be back and no reservation, make one for him and give confirmation number.) (If guest tells you he/she is going to another city, check with guest whether he/she need us to book our sister hotel in that city, and take action accordingly.) “Would you like me to book our sister hotel in Shanghai for you?” 詢問客人入住經(jīng)驗。 “住得還好嗎， XXX 先生？” （如果回答是肯定的。） “謝謝您， XXX 先生。那么您什么時候再次光顧呢？” （如客人說已經(jīng)做好了下次的預(yù)定，找出預(yù)定并告知確認(rèn)號碼。） （如客人尚未預(yù)定，為他預(yù)定并告知確認(rèn)號。） 如客人說他要到別的城市，問客人是否需要幫他預(yù)定我們的姐妹酒店。 “請問您是否需要我?guī)湍谏虾ｎA(yù)定我們的姐妹酒店呢？ ” (If answer is negative.) “Thank you to let us know. I will tell my manager personally. Sorry about any inconvenience caused to you.” （如回答是否定的。） “謝謝您通知我們，我將告訴我的經(jīng)理，非常抱歉給您造成的不便。” 9. Pass bill to guest. If guest needs Fa Piao, then put Fa Piao and guest bill in Thank You envelop, give to guest with both hands. 14 將帳單給客人。 如客人需要發(fā)票，將帳單及發(fā)票一起放入信封，雙手遞給客人。 10. Ask the guest if he needs bell service for his luggage and transportation. “Mr. _, shall I call a bell