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1、FRONTDESKDearteammember,Firstly,averywarmwelcometotheCrownePlazaShenzhenaspartofFrontOfficeDepartment.Ourkeytosuccessdependsverymuchonyourpositiveattitude,creativeflairandeyetodetails.Wearecommittedtodeveloppeoplethroughknowledgeenlarging,skilltrainingandworkforcemo
2、tivation.YourremarkablecontributioninFrontOfficeDepartmentwillbegreatlyappreciated.真誠(chéng)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(guò)不斷的學(xué)習(xí)和培訓(xùn)，來(lái)豐富專(zhuān)業(yè)知識(shí)，改善服務(wù)技巧，提高勞動(dòng)生產(chǎn)力，最終取得整體前廳部的成功。IwishyouapleasantandfruitfulworkingexperienceatFrontOfficeDep
3、artment.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TABLEOFCONTENTSPartOnePart1?WelcomeLetterFromDirectorofRoomsPage02?DepartmentalOrganizationChartPage04Part2?JobdescriptionPage05Part3?StandardOperatingProcedureslRegisterFITPage09lCheckOutGuestPage12lGroupCheckInPage15lG
4、roupCheckOutPage17lPCREnrollmentPage18lMakeaReservationPage20lGroupInformationCheckPage23lFreeRoomUpgradePage25lHouseUseandComplimentaryRoomPage26lRoomChangePage27lExtraBedPage29lLateCheckOutPage30lExtensionPage32lCancellationPage34lIncognitoCall,ScreenCallandDoNotD
5、isturbPage36lSleepOutPage38lAuthorizationOfEntryToGuestRoomPage39lAdvanceDepositPage41lHandlingOfForeignCurrencyandCompanyCheckasDeposit.Page45lAccountInformationForCreditCardPage46lAccountInformationForDirectBillingPage47lAccountInformationTravelVoucherPage48lCashP
6、aidOut,CashAdvanceandRebatePage50lCashFloatHandOverandControlPage53lDropSafePage54lContingencyReportPage55lComputerSystemDownProcedurePage56Part4?AcknowledgementletterbyemployeePage57FRONTOFFICEORGANIZATIONCHARTKeyResponsibilities·Greetsallguestsatalltimesinafriendl
7、yandhelpfulmannerandattemptstolearnanduseguest’snameateveryopportunity·Registersandroomsallarrivalsaccordingtoestablishedprocedures·Maintainsintimateknowledgeofdepartmentalstandardsandprocedures·Performscheckin,checkoutandroomchangeproceduresandensuresalldataareente
8、redcompletelyintothehotelsystemsinaccordancewithreservation·Ensureconfidentialityofguestinformation·Maintainscashierfloatandensuresaccurat
