假日酒店礼宾部新员工入职培训手册英文版VIP免费

ConciergeDearteammember,Firstly,averywarmwelcometotheCrownePlazaShenzhenaspartofFrontOfficeDepartment.Ourkeytosuccessdependsverymuchonyourpositiveattitude,creativeflairandeyetodetails.Wearecommittedtodeveloppeoplethroughknowledgeenlarging,skilltrainingandworkforcemotivation.YourremarkablecontributioninFrontOfficeDepartmentwillbegreatlyappreciated.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。IwishyouapleasantandfruitfulworkingexperienceatFrontOfficeDepartment.祝愿您在这个团队里工作愉快，并获得宝贵的工作经历。Yourstruly,此致TABLEOFCONTENTSPartOnePart1WelcomeLetterFromDirectorofRoomsPage02DepartmentalOrganizationChartPage04Part2JobdescriptionPage05CheckListPage08Part3StandardOperatingProceduresConcierge1TransportationCheckListPage162AirportPickupandsendoffhandlingPage213RoomChangingPage264CheckInandCheckOutLuggageProcedurePage285LuggageRoomandStorageProcedurePage336NewspaperDeliveryPage367Guest’sMailParcel&PackagePage398StackingofLuggageOnCartPage419GroupLuggageHandlingPage4310HoldForPickUpPage4511PagingServicePage47Transportation12TransportationCheckListPage1613AirportPickupandsendoffhandlingPage2114Driver’sRulePage4915Driver’sExpensesPage5216VehicleMileagePage5317VehicleMaintenancePage54Part4AcknowledgementletterbyemployeePage57FRONTOFFICEORGANIZATIONCHARTJOBDESCRIPTION工作职责描述JobTitle:ConciergeSupervisor职位：礼宾部主管LOCATION:CROWNEPLAZASHENZHEN工作场所：深圳威尼斯皇冠假日酒店Department:FrontOffice部门：房务部/前厅部Responsibleto:ChiefConcierge有责任于：礼宾部经理Responsiblefor:负责：BellBoy行李员Doorgirl门童JobSummary:ToensurethesmoothoperationoftheConciergedailyoperation,BellServicetransportation,ensuringmaximumguestsatisfaction.确保礼宾部每天正常运做，行李及车辆服务顺畅运作，保障客人最大满意服务。MAINDUTIESPERSONNEL主要职责：1.ReadtheconciergeshiftLog-Book,checkifsomethingswhichlastshiftleftneedtobefollowup.查看礼宾部交班本，查看上一个班有没留下需要跟进的事情。2.Checkthetransportationdailyarrangementnoticebook,ifguestbooksairportpickupordropoff,weshouldcheckandmakesurethemineralwatel,handtowel,newspaperwerewellsetupinsidethehotelvehiclebeforetheygotoairportforpickingguestorsendingguest,makesuretheguest’sname(inclusivegender)whichtypedonthepaperiscorrectly.Besidespaymoreattention:checktheflights’clearinformation,mustbefamiliarwithairport’status.Asweknow,therearetwoterminalsatShenZhenairport.Differenceflightnumberwiththedifferenceterminalforarrivalanddeparture,REMEMBER:forairportdropoffservice,weshouldgettheclearflightnumberfromguestorourmanagement.Especialforforeignerswemustpasstheclearinformationtoourdriver.检查车辆日常安排本，如果有客人预定接机或送机服务，我们要确保在接机或送机之前在酒店车辆内部放好矿泉水，酒店毛巾，和报纸。确认客人的姓名（包括性别）在接机纸上是否正确。除此之外还要注意确认清楚航班信息，一定要熟悉机场情况。我们知道在深圳机场有两个侯机楼，不同的航班号码在不同的侯机楼登机和离开。备注：特别是送机服务，我们要从客人或经理那里知道确切的航班信息，特别是外国客人我们要把正确信息告诉我们的司机。3.Checkthetransportationdailyarrangementnoticebook,ifguestbooksFerrypickupordropoff,weshouldcheckandmakesurethemineralwatel,handtowelnewspaperwerewel...