新员工入职培训手册英文版.docx
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新员工入职培训手册英文版.docx
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新员工入职培训手册英文版
FRONTDESK
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
TABLEOFCONTENTS
Part1
ØWelcomeLetterFromDirectorofRoomsPage02
ØDepartmentalOrganizationChartPage04
Part2
ØJobdescriptionPage05
Part3
ØStandardOperatingProcedures
●RegisterFITPage09
●CheckOutGuestPage12
●GroupCheckInPage15
●GroupCheckOutPage17
●PCREnrollmentPage18
●MakeaReservationPage20
●GroupInformationCheckPage23
●FreeRoomUpgradePage25
●HouseUseandComplimentaryRoomPage26
●RoomChangePage27
●ExtraBedPage29
●LateCheckOutPage30
●ExtensionPage32
●CancellationPage34
●IncognitoCall,ScreenCallandDoNotDisturbPage36
●SleepOutPage38
●AuthorizationOfEntryToGuestRoomPage39
●AdvanceDepositPage41
●HandlingOfForeignCurrencyandCompany
CheckasDeposit.Page45
●AccountInformationForCreditCardPage46
●AccountInformationForDirectBillingPage47
●AccountInformationTravelVoucherPage48
●CashPaidOut,CashAdvanceandRebatePage50
●CashFloatHandOverandControlPage53
●DropSafePage54
●ContingencyReportPage55
●ComputerSystemDownProcedurePage56
Part4
ØAcknowledgementletterbyemployeePage57
FRONTOFFICEORGANIZATIONCHART
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
∙Doeseverythingpossibletoensurethattheguestsdepartthehotelwithapositiveimpressionofhotelservice
∙Performstheauditbalancesandpreparesallworksforauditinanorderlyfashion
∙Whenonnightshift,checksnightreportandpreparesthemorningreport;ensuresworkingsoffunctionsareputonnoticeboardaccordingly
∙Maintainscomprehensiveknowledgeofstandardreservationproceduresincludinghowtoreadtelex,e-mail,messages,andhowtointerpretavailabilitysourceswithinthereservationsystems
∙MaintainsexemplarydeportmentstandardsofbehaviorandappearanceandattitudeasexpectedinaIHGBrand
∙Takespersonalinterestandpridetoensurethatthefrontdeskworkareaiskeptcleanandinanorderlystateatalltimes
∙EndeavorstomaintainthehighstandardsofthehotelwithparticularregardtotheimportanceofPriorityClubRewardsProgrammemberandotherVIP’sandwithreferencetohotelandtobeahealthorsafetyhazard
OccupationalHealthandSafetyResponsibilities
∙DemonstrateAwarenessofOH&SpoliciesandproceduresandensureallproceduresareconductedsafelyandwithinOH&Sguidelines
∙Beawareofdutyofcareandadheretooccupational,healthandsafetylegislation,policiesandprocedures
∙Befamiliarwithpropertysafety,firstaidandfireandemergencyproceduresandoperateequipmentsafelyandsensibly
∙Initiateactiontocorrectahazardoussituationandnotifysupervisorsofpotentialdangers
∙Logsecurityincidentsandaccidentsinaccordancewithhotelrequirements
KeyCompetencies
KeyTasks
TakingResponsibility
∙Striveforconstantimprovementandtakeresponsibilityforyourownperformance
∙AdheretoInterContinentalHotelGroupCorporateCodeofConduct
∙AdheretoHotelHandbookandgeneralpoliciesandprocedures
∙AdheretoFrontDeskPoliciesandProcedures
∙ReportproblemstoManagementwithsuggestionsforresolution
UnderstandingMyJob
∙Clarifiesownjobresponsibilitiesandlooksforopportunitiesthatwillincreaseskillsandjobknowledge
∙Understandshowtheirrolefitswithothersandcontributestothesuccessofbusiness
∙Understandsthehotel’sfacilities,productsandservices
∙Providesinformationwhenrequestedandpromoteshotel’sservices,facilitiesandspecialevents
∙Implementssectionproceduresandpoliciesasneeded
CustomerFocus
∙Buildandmaintainpositiverelationshipswithallinternalcustomersandguestsinordertoanticipatetheirneeds
∙Anticipateguestneeds,handleguestenquires,andsolveproblems
∙Createapositivehotelimageineveryinteractionwithinternalandexternalcustomers
∙Adheretohotelbrandstandards
∙Maintainahighlevelofproductandserviceknowledgeinordertoexplainandsellservicesandfacilitiestoguests
∙Assistguestsandescortthemtolocationswithinthehotelattheirrequest
∙Maintainknowledgeofspecialprogramsandeventsinthehotelinordertorecognizeandrespondtoguestsneeds
∙MaintaincurrentHotelinformationtobeabletoprovideinformationtoguests
Teamwork
∙Demonstrateco-operationandtrustwithcolleagues,supervisors,teamsandacrossdepartments
∙Communicatewelltoensureeffectiveshifthand-over
∙Activelyparticipateinorganizedmeetings
∙Interactwithdepartmentandhotelstaffinaprofessionalandpositivemannertofostergoodrapport,promoteteamspiritandensureeffectivetwowaycommunication
Adaptability
∙Beopentonewideasandmakechangesinthejobandroutineasrequired
∙Workinlinewithbusinessrequirements
∙CompletetasksasdirectedbyManagement
DevelopingSelf
∙Develop/updateskillsandknowledge(internallyorexternally)toreflectchangedtechnologyorchangedworkrequirements
∙Seekfeedbackonareasofshortfall
∙Maximizeopportunitiesforselfdevelopment
Reliability
∙Ensurethatyourworkqualitymeetsthestandardsrequiredandcompletetasksinatimelyandthoroughmannerwithminimumsupervision
∙Followstandards,policiesandprocedures
∙Meethotelattendanceandgroomingstandards
CulturalAwareness
∙Workeffectivelywithcustomersandcolleaguesfromdifferentviewpoints,culturesandcountries
ReplacementandTemporaryMission
∙Tobeflexibleandwillingwhileaskingtofaceinanyareathatneedstobehelpedinanemergencyordifficultcircumstancesasassignedorrequiredbymanagement.
∙Tobereadyandresponsibletoperformanyotherdutiesasdesignatedorrequiredbymanagementfromtimetotime.
Notice
∙Thisisahotelbusinessandafriendlyserviceatmospheremustbeprojectedatallthetimes.
∙Managementreservestherighttomakechangestothisdescriptionatitssoledirectionwithoutadvancenotice.
SUBJECT:
REGISTERFIT
WhentheguestapproachFDcounter,thefollowingcheckinginprocedureshouldbeprocessed.
当客人来到前台时,根据以下程序登记入住。
1.Staffmakeseyecontactwhenguestapproachescounter.
在客人靠近前台时,应与客人有目光接触。
2.Guestiswarmlygreetedatthecounterwithyoursmileandpleasantexpressions.
“GoodMorning/afternoon/evening,Sir.”
微笑并热情礼貌地问候客人。
“早上好、下午好、晚上好,先生。
”
3.AskforpassportorIDforregistration.
“MayIhaveyourpassportorIDforregistration?
”
向客人索取护照或身份证进行登记。
“麻烦您出示护照或身份证登记一下,好吗?
”
4.Guestnameisusedduringtheregistration.
(OnceyouknowguestsurnamefrompassportandID,youmustusetheguestnamethroughout.)
整个入住登记过程中都要称呼客人姓名。
(一旦你从客人护照或身份证上取得客人姓氏后,必须称呼客人姓氏。
)
5.Retrieveguestbooking.
Asktheguest“Mr._____,isthisyourfirsttimetostayinourhotel?
”
Ifnot,youshouldsay“Welcomeback!
Mr._____”
Ifyes,youshouldsay“WelcometotheCrownePlazaHotelShenzhen!
Mr._____”
在系统里找出客人的预定。
询问客人“XXX先生,这是您第一次入住我们酒店吗?
”
如果回答否,你应说:
“欢迎您回来,XXX先生。
”
如果回答是,你应说:
“欢迎入住深圳威尼斯皇冠假日酒店,XXX先生。
”
6.PCRenrollment.
“AreyouourPriorityClubmember,Mr._____?
”
Ifyes,putguestnumberinsystem.
Ifnot,enrollguesttobeamember.
优选俱乐部会员招募。
“您是我们优选俱乐部会员吗,XXX先生?
”
如是,将客人的会员号码记入电脑系统。
如否,鼓励客人加入。
7.CheckAddRemarksifanymailormessageisbeingheldfortheguest.
检查备注是否有留言或给客人的邮件。
8.Confirmreservationdetails.
“Mr.______,youwillbestayingwithusforXXnights,c/oonXXX?
”
“Youbookedournon-smokingdeluxeroomwithonekingsizebed.”
(Iftheoccupancyisnothigh)
“Youprefersmokingornon-smoking?
”
“Kingbedortwin?
”
与客人确认预定细节。
“XXX先生,您将入住XX晚,XX号退房,是吗?
”
“您订的是豪华房,不吸烟,一张大床,对吗?
”
(在入住率不高的情况下)
“您需要吸烟还是不吸烟的房间?
”
“一张大床还是两张床呢?
”
9.Assigntheroom.
Assigntheroomaccordingtoguestpreferenceinspecialservice.
Alwa
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