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第1页共61页编号：时间：2021年x月x日书山有路勤为径，学海无涯苦作舟页码：第1页共61页FRONTDESK第2页共61页编号：时间：2021年x月x日书山有路勤为径，学海无涯苦作舟页码：第2页共61页Dearteammember,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TABLEOFCONTENTSPartOnePart1ØWelcomeLetterFromDirectorofRoomsPage02ØDepartmentalOrganizationChartPage04Part2第3页共61页编号：时间：2021年x月x日书山有路勤为径，学海无涯苦作舟页码：第3页共61页ØJobdescriptionPage05Part3ØStandardOperatingProceduresRegisterFITPage09CheckOutGuestPage12GroupCheckInPage15GroupCheckOutPage17PCREnrollmentPage18MakeaReservationPage20GroupInformationCheckPage23FreeRoomUpgradePage25HouseUseandComplimentaryRoomPage26RoomChangePage27ExtraBedPage29LateCheckOutPage30ExtensionPage32CancellationPage34IncognitoCall,ScreenCallandDoNotDisturbPage36SleepOutPage38AuthorizationOfEntryToGuestRoomPage39AdvanceDepositPage41HandlingOfForeignCurrencyandCompanyCheckasDeposit.Page45AccountInformationForCreditCardPage46AccountInformationForDirectBillingPage47AccountInformationTravelVoucherPage48CashPaidOut,CashAdvanceandRebatePage50CashFloatHandOverandControlPage53DropSafePage54ContingencyReportPage55ComputerSystemDownProcedurePage56Part4ØAcknowledgementletterbyemployeePage57第4页共61页编号：时间：2021年x月x日书山有路勤为径，学海无涯苦作舟页码：第4页共61页FRONTOFFICEORGANIZATIONCHART第5页共61页编号：时间：2021年x月x日书山有路勤为径，学海无涯苦作舟页码：第5页共61页第6页共61页编号：时间：2021年x月x日书山有路勤为径，学海无涯苦作舟页码：第6页共61页KeyResponsibilitiesGreetsallguestsatalltimesinafriendlyandhelpfulmannerandattemptstolearnanduseguest’snameateveryopportunityRegistersandroomsallarrivalsaccordingtoestablishedproceduresMaintainsintimateknowledgeofdepartmentalstandardsandproceduresPerformscheckin,checkoutandroomchangeproceduresandensuresalldataareenteredcompletelyintothehotelsystemsinaccordancewithreservationEnsureconfidentialityofguestinformationMaintainscashierfloatandensuresaccuratedailyreportofallmoneyreceivedCasheshotelguest’spersonalandtravelerschecksandassistswithcurrencyexchangeKeepsabreastofallmodificationstoaccountingpoliciesandproceduresKnowledgeableofallspecialpromotionprocedures,forprogramssuchas:SeasonalPackages,FrequentFlyersPrograms,andalsoPriorityClubRewardsprograms.Attendstoguest’scomplaints,inquiriesandrequests,refereesproblemstosupervisor/ReceptionManagerifhe/sheunabletoassistIsfamiliarwithotherIntercontinentalHotelsandResortssothatguestindicatinganynextdestinationontheregistrationcardcanbe“sold”anonwardbookingtoanotherInterContinentalHotelsDoeseverythingpossibletoensurethattheguestsdep...