凯文国际商务酒店前厅部员工培训手册(前台_总机_商务中VIP专享VIP免费

前厅部新员工入职手册（前台）目录一、前台岗位职责二、政策与程序三、报表.JOBDESCRIPTION凯文国际商务酒店岗位职责IndexNumber029Page:1of3Jobtitle:Receptionistandcashier职位名称：接待员、收银员EffectiveDate:July1,2002Reportto:Receptionleader直属上级：接待部领班Supersedes:职务概述：PositionDescription:负责问候客人及有礼貌并高效率提供所有客人入住服务；努力地销售客房，使酒店的入住率及房间收入达到最大的限度；有礼貌地提供客人所要求的有关咨询服务，宣传和推销所有酒店的设施和服务。Greettheguestpolitelyandprovideregistrationforguestefficiently.Upsellroomsofhotelsandincreaseroomsrevenueandoccupancy.Provideinformationservicetoguest’srequestandsalepromotionoffacilitiesandservicesofthehotel.职务及职责范围：Responsibility1.热情有礼貌地问候所有到来的客人，并提供高效率的入住服务。Togreetalltheguestspolitelyandcheckintheguestefficiently.2.尽力地为酒店销售房间，在可能的情况下促销客房，使酒店达到最高的开房率和房间收入。Tosalepromotionofhotelroomsandgetthehighestoccupancyandroomrevenuesifpossible.3.提供优秀的服务，尽量满足客人的要求。Toprovidebestserviceandfulfillrequestsoftheguestaspossible.4.协助接待部领班做贵宾入住前的准备工作。ToassistReceptionShiftLeadertopreparebeforeVIParrival.5.服从上级安排的用膳时间。Submitmealtimefromsuperior6.在客人入住登记时，应检查住宿登记表的内容是否与护照及有关证件相符，并要严格地执行酒店的信贷制度，清楚明确地填写有关客人的付款方式及其他资料。Whentheguestcheckin,checkregistrationcardwithIDcardorPassport.Performthecreditpolicyofthehotelandfillintheguestpaymentandotherinformationclearly.7.将前台所做的订房及时交给预定部。TohandoverreservationstoReservationOffice.8.客人入住时应清楚是否有客人的留言或信函，确保客人在第一时间能收到TTomakesurethearrivalguestreceivethemessageinfirsttimeifhavemessagefortheguest.9.执行酒店所有的规章制度。Toperformallthepolicyandprocedureofthehotel.10.了解前厅部各分部的功能及工作程序。Tobefamiliarwithallthefunctionandprocedureofallthesection11.快速并有礼貌地回答客人的电话。Toanswertheguesttelephoneimmediatelyandpolitely.12.熟悉酒店的信贷制度。Tobefamiliarwiththecreditpolicyofthehotel.13.培训实习生。Totrainthetrainee.14.保持工作区域的清洁及个人清洁。Tokeeptheworkingareacleanandindividualtidy.15.接到客人的投诉或有其他事件发生时，立刻报告上级。Reporttosuperiorwhenreceivingguest’scomplain.16.当有客人要求延时退房或续住时，立即汇报给上司并根据其指示执行工作。Reporttosuperiorandtakeactionaccordingtodirectionwhenguestrequestextensionorlatecheckout.17.制作并打印夜间报表。Tomakeandprinttheovernightshiftreport.18.当工作繁忙及上级要求时，应超时工作。Tobeovertimeondutyifbusyorrequestbesupervisor.19.准确迅速地办理客人结帐，需要时向客人解释帐单。Tocheckouttheguestefficientlyandexplainthefoliototheguestifnecessary.20.保管好备用金，防止出现短缺。TokeepthedepositofFrontDeskincaseshorten.21.准确地为客人办理换房。Tochangetheroomfortheguestifnecessary.22.了解预定到达及预离情况。Toknowexpecteddepartureandexpectedarrivaleveryday.23.按程序要求进行外币兑换工作。Toexchangeforeigncurrencyfortheguestaccordingtothepolicy.24.仔细地核对房间差异报表，作出房间差异报告并上报。TocheckRoomDiscrepancyReportandreporttosuperior.25.准确及时地将其他区域送来的消费帐目录入。Toinputthefoliowhichistakenbyofferareasintocomputercorrectly.26.做好交接班工作，完整地记录工作日志。Tohandovertonextshiftandrecordthelogbook27.负责接待处所有的影印工作。TobeinchargeallthecopiesofFrontDesk.28.负责...