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1、-------GuestServiceCenterTABLEOFCONTENTSPartOnePart1?WelcomeLetterFromDirectorofRoomsPage03?DepartmentalOrganizationChartPage04Part2?Jobdescription1GSCManagerPage051GSCSupervisorPage062GSCShiftLeaderPage073GSCAgentPage08?StandardOperatingProcedures5TelephoneEtiquettePage096Handli
2、ngWakeUpCallsPage157MakeAReservationPage188Fax/MessageDeliveryPage229DoNotDisturbRequestPage2610ConfidentialRequestPage2711ScreenCallsPage2812LuggageCollectionPage2913GuestRequestItemsPage3114RoomChangePage3315MaintenanceRequestPage3616MiniBarPostingPage3817WeatherForecastPage401
3、8LongDistanceCallsbyHotelStaffPage4119HandlingGuestComplaintbyPhonePage4220HandlingLost&FoundItemsPage4521MedicalAssistancetoInHouseGuestPage48Part3?PriorityClubRewardPage50Part4?AcknowledgementletterbyemployeePage53Dearteammember,Firstly,averywarmwelcometotheCrownePlazaShenzhena
4、spartofFrontOfficeDepartment.Ourkeytosuccessdependsverymuchonyourpositiveattitude,creativeflairandeyetodetails.Wearecommittedtodeveloppeoplethroughknowledgeenlarging,skilltrainingandworkforcemotivation.YourremarkablecontributioninFrontOfficeDepartmentwillbegreatlyappreciated.真誠歡迎
5、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)造性的思維及細致周到的服務，將是我們?nèi)〉贸晒Φ年P鍵因素。我們激勵員工通過不斷的學習和培訓，來豐富專業(yè)知識，改善服務技巧，提高勞動生產(chǎn)力，最終取得整體前廳部的成功。IwishyouapleasantandfruitfulworkingexperienceatFrontOfficeDepartment.祝愿您在這個團隊里工作愉快，并獲得寶貴的工作經(jīng)歷。Yourstruly,此致FRONTOFFICEORGANIZATIONCHARTJOBDESCRIPTIONJOBTITLE:Gues
6、tServiceCenterManagerAREA/DEPARTMENT:RoomsDivision/FrontOffice/GuestServiceCenterREPORTSTO:DOR/ADOR/FOM/AFOMPOSITIONSSUPERVISED:GuestServiceCentersupervisor/GuestServiceCentershiftleader/GuestServiceCenteragentJOBSCOPE:ManagesGuestServiceCenteroperationstoensuretoprovidehighestse
7、rvicetoguests.Keepsmoothcommunicationwithconcernedsectionsanddepartments.KeyResponsibilities·1Monitorday-to-dayoperationofGuestServiceCenter.·2DirectlyreporttoFrontOfficeManager.·3PerformanyassignmentsdelegatedbyFOMorAFOM.·4GothroughGuestServiceCenterlogbookandhandoverbookforfoll
8、ow-upactionanddelegatedaccordingly.·5Mon
