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1、-------GuestServiceCenterTABLEOFCONTENTSPartOnePart1?WelcomeLetterFromDirectorofRoomsPage03?DepartmentalOrganizationChartPage04Part2?Jobdescription1GSCManagerPage052GSCSupervisorPage063GSCShiftLeaderPage074GSCAgentPage08?StandardOperatingProcedures5TelephoneEtiquet
2、tePage096HandlingWakeUpCallsPage157MakeAReservationPage188Fax/MessageDeliveryPage229DoNotDisturbRequestPage2610ConfidentialRequestPage2711ScreenCallsPage2812LuggageCollectionPage2913GuestRequestItemsPage3114RoomChangePage3315MaintenanceRequestPage3616MiniBarPosting
3、Page3817WeatherForecastPage4018LongDistanceCallsbyHotelStaffPage4119HandlingGuestComplaintbyPhonePage4220HandlingLost&FoundItemsPage4521MedicalAssistancetoInHouseGuestPage48Part3?PriorityClubRewardPage50Part4?AcknowledgementletterbyemployeePage53Dearteammember,Firs
4、tly,averywarmwelcometotheCrownePlazaShenzhenaspartofFrontOfficeDepartment.Ourkeytosuccessdependsverymuchonyourpositiveattitude,creativeflairandeyetodetails.Wearecommittedtodeveloppeoplethroughknowledgeenlarging,skilltrainingandworkforcemotivation.Yourremarkablecont
5、ributioninFrontOfficeDepartmentwillbegreatlyappreciated.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)造性的思維及細致周到的服務，將是我們取得成功的關鍵因素。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
6、貴的工作經歷。Yourstruly,此致FRONTOFFICEORGANIZATIONCHARTFOM前廳部經理1Asst.FOM前廳部副經理1Asst.ManagerCPCManagerReceptionManagerGuestServiceCenterManagerChiefConcierge大堂副理行政樓層經理接待經理客戶服務中心經理禮賓司Mr.OliverZhaoMr.LeeKwanTaeMs.AnnieCaiMs.SandraHuangMr.DavidYangMr.StevenWang1111Ms.BettyZha
7、oMr.JohnsonZhu4FDSeniorSupervisorSeniorSupervisorSeniorSupervisor高級接待主管禮賓部高級主管車隊高級主管111GROSupervisorBCSupervisorGSCSupervisorConciergeSupervisor客戶關系主管商務中心主管客戶服務中心主管禮賓部主管1111SeniorGROFDAsst.SupervisorBCAsst.SupervisorGSCAsst.SupervisorAsst.Supervisor高級客戶關系主任接待副主管商務中
8、心副主管客戶服務中心副主管禮賓部副主管22132GROFDAgentBCClerkGSCClerkBellman&DoorgirlDriver客戶關系主任接待員商務中心文員客戶服務中心文員行李生&門童司機10122101510JOBDESCRIPTIONJOBTITLE:GuestServ
