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1、深圳威尼斯皇冠假日酒店客戶服務(wù)中心新員工入職培訓(xùn)手冊-------GuestServiceCenter客戶服務(wù)中心新員工入職培訓(xùn)手冊TABLEOFCONTENTSPartOnePart1WelcomeLetterFromDirectorofRoomsPage03DepartmentalOrganizationChartPage04Part2JobdescriptionGSCManagerPage05GSCSupervisorPage06GSCShiftLeaderPage07GSCAgentPage08StandardOperatingProceduresTelephoneEtiquette
2、Page09HandlingWakeUpCallsPage15MakeAReservationPage18FaxMessageDeliveryPage22DoNotDisturbRequestPage26ConfidentialRequestPage27ScreenCallsPage28LuggageCollectionPage29GuestRequestItemsPage31RoomChangePage33MaintenanceRequestPage36MiniBarPostingPage38WeatherForecastPage40LongDistanceCallsbyHotelStaf
3、fPage41HandlingGuestComplaintbyPhonePage42HandlingLostFoundItemsPage45MedicalAssistancetoInHouseGuestPage48Part3PriorityClubRewardPage50Part4AcknowledgementletterbyemployeePage53DearteammemberFirstlyaverywarmwelcometotheCrownePlazaShenzhenaspartofFrontOfficeDepartmentOurkeytosuccessdependsverymucho
4、nyourpositiveattitudecreativeflairandeyetodetailsWearecommittedtodeveloppeoplethroughknowledgeenlargingskilltrainingandworkforcemotivationYourremarkablecontributioninFrontOfficeDepartmentwillbegreatlyappreciated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(lì)員工通過不斷的學(xué)習(xí)和培訓(xùn)來豐富專業(yè)知識改
5、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IwishyouapleasantandfruitfulworkingexperienceatFrontOfficeDepartment祝愿您在這個(gè)團(tuán)隊(duì)里工作愉快并獲得寶貴的工作經(jīng)歷Yourstruly此致FRONTOFFICEORGANIZATIONCHARTJOBDESCRIPTIONJOBTITLEGuestServiceCenterManagerAREADEPARTMENTRoomsDivisionFrontOfficeGuestServiceCenterREPORTSTODORADORFOMAFOMPOSITIONSSUPERVISE
6、DGuestServiceCentersupervisorGuestServiceCentershiftleaderGuestServiceCenteragentJOBSCOPEManagesGuestServiceCenteroperationstoensuretoprovidehighestservicetoguestsKeepsmoothcommunicationwithconcernedsectionsanddepartmentsKeyResponsibilitiesMonitorday-to-dayoperationofGuestServiceCenterDirectlyrepor
7、ttoFrontOfficeManagerPerformanyassignmentsdelegatedbyFOMorAFOMGothroughGuestServiceCenterlogbookandhandoverbookforfollow-upactionanddelegatedaccordinglyMonitortheroomspecialarrangementforVIPsPCRmembersorind
