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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.真诚欢迎您参加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，制造性的思维及细致周到的效劳，将是我们获得成功的关键要素。我们鼓舞员工通过不断的学习和培训，来丰富专业知识，改善效劳技巧，提高劳动消费力，最终获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，并获得珍贵的工作经历。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 OHS policies and procedures and ensure all procedures are conducted safely and within OHS guidelines Be aware of duty of care and adhere to occupational, health and safe
15、ty 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 accorda
16、nce with hotel requirementsKey CompetenciesKey TasksTaking 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 Des
17、k Policies and Procedures Report problems to Management with suggestions for resolutionUnderstanding 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 busines
18、s 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 neededCustomer Focus Build and maintain positive relationships with all internal customers and gues
19、ts 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 a
20、nd 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
21、 to guestsTeamwork 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 go
22、od rapport, promote team spirit and ensure effective two way communicationAdaptability 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 ManagementDeveloping Self Develop/update skills and knowledge (interna
23、lly or externally) to reflect changed technology or changed work requirements Seek feedback on areas of shortfall Maximize opportunities for self developmentReliability Ensure that your work quality meets the standards required and complete tasks in a timely and thorough manner with minimum supervis
24、ion Follow standards, policies and procedures Meet hotel attendance and grooming standardsCultural Awareness Work effectively with customers and colleagues from different viewpoints, cultures and countriesReplacement and Temporary Mission To be flexible and willing while asking to face in any area t
25、hat 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 project
26、ed at all the times. Management reserves the right to make changes to this description at its sole direction without advance notice.SUBJECT : REGISTER FITWhen the guest approach FD counter, the following checking in procedure should be processed.当客人来到前台时，依照以下程序登记入住。1. Staff makes eye contact when gu
27、est approaches counter.在客人靠近前台时，应与客人有目光接触。2. Guest is warmly greeted at the counter with your smile and pleasant expressions.“Good Morning/afternoon/evening, Sir.”微笑并热情礼貌地咨询候客人。“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?”向客人索取护照或身份证进展
28、登记。“烦恼您出示护照或身份证登记一下，好吗？”4. Guest name is used during the registration.(Once you know guest surname from passport and ID, you must use the guest name throughout.)整个入住登记过程中都要称呼客人姓名。（一旦你从客人护照或身份证上获得客人姓氏后，必须称呼客人姓氏。）5. Retrieve guest booking. Ask the guest “Mr._, is this your first time to stay in our ho
29、tel?”If not, you should say “Welcome back! Mr._”If yes, you should say “Welcome to the Crowne Plaza Hotel Shenzhen! Mr._” 在系统里找出客人的预定。 询咨询客人“XXX先生，这是您第一次入住我们酒店吗？” 假如答复否，你应说：“欢迎您回来，XXX先生。” 假如答复是，你应说：“欢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
30、number in system.If not, enroll guest to be a member. 优选俱乐部会员招募。“您是我们优选俱乐部会员吗，XXX先生？”如是，将客人的会员号码记入电脑系统。如否，鼓舞客人参加。7. Check AddRemarks if any mail or message is being held for the guest. 检查备注是否有留言或给客人的邮件。8. Confirm reservation details.“Mr._, you will be staying with us for XX nights, c/o on XXX?”“You
31、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?”与客人确认预定细节。“XXX先生，您将入住XX晚，XX号退房，是吗？”“您订的是奢华房，不吸烟，一张大床，对吗？”（在入住率不高的情况下）“您需要吸烟依然不吸烟的房间？”“一张大床依然两张床呢？”9. Assign the room. Assign the room according to guest pre
32、ference 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。依照客人爱好分配房间。在你无法满足客人需要时，尽量给客人提供选择。别忘了推销更高一级的房间和套餐效劳。10. Print out registration card.If its the first time that the guest stays with us, obtain business car
33、d 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._?”打印入住登记卡。假如客人是第一次入住酒店，尝试向客人索取名片“XXX先生，能够给我一张您的名片吗？那么我就能够帮您填写登记卡，您只需签个名就能够了。
34、”假如客人是回头客，你应说“请在这签名。”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.”索取
35、押金。“XXX先生，退房时您选择用怎么样的方式结帐呢？”（假如用信誉卡）“能够用一下您的信誉卡吗？”（假如用现金）“我需要XX钱作押金，XXX先生。”“XXX先生，这是您的押金条，请收好并在退房时交还给我们。”12. Confirm c/o time with guest.“Mr._, what time will you be checking out on XXX?”确认退房时间。“XXX先生，请咨询您XX号预备几点退房呢？”13. Present key holder to the guest.“Mr._, your room is on XX floor, non-smoking an
36、d 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
37、American Breakfast from 6:30 to 10:30.”将房卡给客人。“XXX先生，您的房间在XX楼，非吸烟大床房。您的房价在这（用手指出），加15的效劳费，包含咖啡厅早餐（用手指示咖啡厅位置），从6:30到10:30。”“房价没有包含早餐，但酒店咖啡厅提供美式早餐，从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 luggag
38、e)“Thank you, Mr._, elevator is over there. Enjoy your stay.”预祝客人入住愉快。“感激您，XXX先生，我的同事XXX会送您到房间。入住愉快。”（如客人无行李。）“感激您，XXX先生，电梯在那边，入住愉快。”SUBJECT : CHECK OUT GUESTWhen the guest approach FD counter to check out, the following procedure should be processed.当客人来到前台退房，依照以下操作程序进展。1. Greet guest.“Good morning
39、/afternoon, Sir/Madame. Checking out?”咨询候客人。“早上好，下午好，先生，小姐。退房吗？”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。“请咨询您的房号？我能够收回房卡吗？”（一旦从系统中得知客人的姓名，要称呼客人的姓氏。）3. Ask mini bar consumption.“Mr._, is t
40、here any last minute consumption from mini bar since last night?”询咨询迷你吧消费。“XXX先生，从昨晚到如今有迷你吧消费吗？”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.)向客人出示帐单。“XXX先生，这是您的帐单，请确认。假如没有咨询题，请在这签名。
41、”（给客人指出签名位置。）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
42、miles. It is totally free and no black out date. I only need your business card for enrollment.” 优选俱乐部会员计划。（如发觉客人仍未是优选俱乐部会员，向他介绍这项计划并邀请参加。）“XXX先生，您希望参加我们的优选俱乐部吗？这是洲际酒店集团全球性的常客计划。您一旦成为我们的会员，您在酒店每消费一美元，便可获得10个积分或2.5个飞行里程。这项计划完全是免费参加的且无限期。您只要给我一张您的名片便可参加了。”6. Ask for payment.“Will you use the same cred
43、it card to settle your bill?”or “Will you use cash to settle your bill?” (I should refund XXX to you.)结帐。“请咨询您依然用同一张信誉卡结帐吗？”或“请咨询您是用现金结帐吗？”（我要退回XX钱给您。）7. Safety box.“Is your safety box empty in your room?”“Please make sure everything is with you.”保险柜。“请咨询您房间的保险柜还有任何东西吗？”“请拿好随生物品。”8. Ask guest stayin
44、g 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, ma
45、ke 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?”询咨询客人入住经历。“住得还好吗，XXX先生？”（假如答复是确信的。）“感激您，XXX先生。那么您什么时候再次光临呢？”（如客人说已经做好了下次的预定，找出预定并告知确认号码。）（如客人尚未预定，为他预定并告知确认号。）如客人说他要到别的城市，咨询客人是否需要帮他预定我们的姐妹