1、FRONT DESKDear team member,Firstly, a very warm welcome to the Crowne Plaza Shenzhen as part of Front Office Department. Our key to success depends very much on your positive attitude, creative flair and eye to details. We are committed to develop people through knowledge enlarging, skill training a

2、nd workforce motivation. Your remarkable contribution in Front Office Department will be greatly appreciated.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。你們積極的工作態度，創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。I wish you a pleasant and fruitful working experience at Front Office

3、 Department.祝愿您在這個團隊里工作愉快，并獲得寶貴的工作經歷。Yours truly,此致TABLE OF CONTENTSPart 1Welcome Letter From Director of Rooms Page 02Departmental Organization Chart Page 04Part 2 Job description Page05Part 3 Standard Operating ProceduresRegister F I T Page 09Check Out Guest Page 12Group Check In Page 15Group Chec

4、k Out Page 17PCR Enrollment Page 18Make a Reservation Page 20Group Information CheckPage 23Free Room UpgradePage 25House Use and Complimentary RoomPage 26Room ChangePage 27Extra BedPage 29Late Check OutPage 30ExtensionPage 32CancellationPage 34Incognito Call, Screen Call and Do Not Disturb Page 36Sl

5、eep Out Page 38Authorization Of Entry To Guest RoomPage 39Advance DepositPage 41Handling Of Foreign Currency and Company Check as Deposit.Page 45Account Information For Credit CardPage 46Account Information For Direct BillingPage 47Account Information Travel VoucherPage 48Cash Paid Out, Cash Advance

6、 and RebatePage 50Cash Float Hand Over and ControlPage 53Drop SafePage 54Contingency ReportPage 55Computer System Down ProcedurePage 56Part 4 Acknowledgement letter by employeePage 57FRONT OFFICE ORGANIZATION CHARTKey ResponsibilitiesGreets all guests at all times in a friendly and helpful manner an

7、d attempts to learn and use guests name at every opportunity Registers and rooms all arrivals according to established proceduresMaintains intimate knowledge of departmental standards and procedures Performs check in, check out and room change procedures and ensures all data are entered completely i

8、nto the hotel systems in accordance with reservationEnsure confidentiality of guest informationMaintains cashier float and ensures accurate daily report of all money receivedCashes hotel guests personal and travelers checks and assists with currency exchangeKeeps abreast of all modifications to acco

9、unting policies and proceduresKnowledgeable of all special promotion procedures, for programs such as: Seasonal Packages, Frequent Flyers Programs, and also Priority Club Rewards programs.Attends to guests complaints, inquiries and requests, referees problems to supervisor/Reception Manager if he/sh

10、e unable to assistIs familiar with other Intercontinental Hotels and Resorts so that guest indicating any next destination on the registration card can be “sold” an onward booking to another InterContinental HotelsDoes everything possible to ensure that the guests depart the hotel with a positive im

11、pression of hotel servicePerforms the audit balances and prepares all works for audit in an orderly fashionWhen on night shift, checks night report and prepares the morning report; ensures workings of functions are put on notice board accordinglyMaintains comprehensive knowledge of standard reservat

12、ion procedures including how to read telex, e-mail, messages, and how to interpret availability sources within the reservation systemsMaintains exemplary deportment standards of behavior and appearance and attitude as expected in a IHG Brand Takes personal interest and pride to ensure that the front

13、 desk work area is kept clean and in an orderly state at all timesEndeavors to maintain the high standards of the hotel with particular regard to the importance of Priority Club Rewards Program member and other VIPs and with reference to hotel and to be a health or safety hazardOccupational Health a

14、nd Safety ResponsibilitiesDemonstrate Awareness of OH&S policies and procedures and ensure all procedures are conducted safely and within OH&S guidelinesBe aware of duty of care and adhere to occupational, health and safety legislation, policies and proceduresBe familiar with property safety, first

15、aid and fire and emergency procedures and operate equipment safely and sensiblyInitiate action to correct a hazardous situation and notify supervisors of potential dangersLog security incidents and accidents in accordance with hotel requirementsKey CompetenciesKey TasksTaking ResponsibilityStrive fo

16、r constant improvement and take responsibility for your own performance Adhere to InterContinental Hotel Group Corporate Code of ConductAdhere to Hotel Handbook and general policies and proceduresAdhere to Front Desk Policies and ProceduresReport problems to Management with suggestions for resolutio

17、nUnderstanding My JobClarifies own job responsibilities and looks for opportunities that will increase skills and job knowledgeUnderstands how their role fits with others and contributes to the success of businessUnderstands the hotels facilities, products and servicesProvides information when reque

18、sted and promotes hotels services, facilities and special eventsImplements section procedures and policies as neededCustomer FocusBuild and maintain positive relationships with all internal customers and guests in order to anticipate their needsAnticipate guest needs, handle guest enquires, and solv

19、e problemsCreate a positive hotel image in every interaction with internal and external customersAdhere to hotel brand standardsMaintain a high level of product and service knowledge in order to explain and sell services and facilities to guestsAssist guests and escort them to locations within the h

20、otel at their requestMaintain knowledge of special programs and events in the hotel in order to recognize and respond to guests needsMaintain current Hotel information to be able to provide information to guestsTeamworkDemonstrate co-operation and trust with colleagues, supervisors, teams and across

21、 departmentsCommunicate well to ensure effective shift hand-overActively participate in organized meetingsInteract with department and hotel staff in a professional and positive manner to foster good rapport, promote team spirit and ensure effective two way communicationAdaptabilityBe open to new id

22、eas and make changes in the job and routine as requiredWork in line with business requirements Complete tasks as directed by ManagementDeveloping SelfDevelop/update skills and knowledge (internally or externally) to reflect changed technology or changed work requirementsSeek feedback on areas of sho

23、rtfallMaximize opportunities for self developmentReliabilityEnsure that your work quality meets the standards required and complete tasks in a timely and thorough manner with minimum supervisionFollow standards, policies and proceduresMeet hotel attendance and grooming standardsCultural AwarenessWor

24、k effectively with customers and colleagues from different viewpoints, cultures and countriesReplacement and Temporary MissionTo be flexible and willing while asking to face in any area that needs to be helped in an emergency or difficult circumstances as assigned or required by management.To be rea

25、dy and responsible to perform any other duties as designated or required by management from time to time.NoticeThis is a hotel business and a friendly service atmosphere must be projected at all the times.Management reserves the right to make changes to this description at its sole direction without

26、 advance notice.SUBJECT : REGISTER FITWhen the guest approach FD counter, the following checking in procedure should be processed.當客人來到前臺時，根據以下程序登記入住。1. Staff makes eye contact when guest approaches counter.在客人靠近前臺時，應與客人有目光接觸。2. Guest is warmly greeted at the counter with your smile and pleasant exp

27、ressions.“Good Morning/afternoon/evening, Sir.”微笑并熱情禮貌地問候客人。“早上好、下午好、晚上好，先生?！?. Ask for passport or ID for registration.“May I have your passport or ID for registration?”向客人索取護照或身份證進行登記。“麻煩您出示護照或身份證登記一下，好嗎？”4. Guest name is used during the registration.(Once you know guest surname from passport and

28、ID, you must use the guest name throughout.)整個入住登記過程中都要稱呼客人姓名。（一旦你從客人護照或身份證上取得客人姓氏后，必須稱呼客人姓氏。）5. Retrieve guest booking. Ask the guest “Mr._, is this your first time to stay in our hotel?”If not, you should say “Welcome back! Mr._”If yes, you should say “Welcome to the Crowne Plaza Hotel Shenzhen! M

29、r._” 在系統里找出客人的預定。 詢問客人“XXX先生，這是您第一次入住我們酒店嗎？” 如果回答否，你應說：“歡迎您回來，XXX先生?！?如果回答是，你應說：“歡迎入住深圳威尼斯皇冠假日酒店，XXX先生?！?. PCR enrollment.“Are you our Priority Club member, Mr. _?”If yes, put guest number in system.If not, enroll guest to be a member. 優選俱樂部會員招募。“您是我們優選俱樂部會員嗎，XXX先生？”如是，將客人的會員號碼記入電腦系統。如否，鼓勵客人加入。7. Ch

30、eck AddRemarks if any mail or message is being held for the guest. 檢查備注是否有留言或給客人的郵件。8. Confirm reservation details.“Mr._, you will be staying with us for XX nights, c/o on XXX?”“You booked our non-smoking deluxe room with one king size bed.”(If the occupancy is not high)“You prefer smoking or non-sm

31、oking?”“King bed or twin?”與客人確認預定細節?！癤XX先生，您將入住XX晚，XX號退房，是嗎？”“您訂的是豪華房，不吸煙，一張大床，對嗎？”（在入住率不高的情況下）“您需要吸煙還是不吸煙的房間？”“一張大床還是兩張床呢？”9. Assign the room. Assign the room according to guest preference in special service.Always give options, if you cannot offer the room that guest prefer.Do not forget to up sel

32、l the rooms and packages.分房。根據客人喜好分配房間。在你無法滿足客人需要時，盡量給客人提供選擇。別忘了推銷更高一級的房間和套餐服務。Print out registration card.If its the first time that the guest stays with us, obtain business card from guest by saying “Mr._, may I have your business card? Then I can fill in the registration card for you. I only need

33、 your signature here.”If guest is return guest, you should say “May I have your signature please, Mr._?”打印入住登記卡。如果客人是第一次入住酒店，嘗試向客人索取名片“XXX先生，可以給我一張您的名片嗎？那么我就可以幫您填寫登記卡，您只需簽個名就可以了。”如果客人是回頭客，你應說“請在這簽名?！盇sk for deposit.“Mr._ how would you like to settle your bill?”(If settled by credit card)“May I have

34、your credit card, please?”(If settled by cash)“I need XXX for deposit, Mr._.”“Mr._, this is the receipt of your deposit, please keep it and return to us upon checking out.”索取押金。“XXX先生，退房時您選擇用怎樣的方式結帳呢？”（如果用信用卡）“可以用一下您的信用卡嗎？”（如果用現金）“我需要XX錢作押金，XXX先生。”“XXX先生，這是您的押金條，請收好并在退房時交還給我們?！?2. Confirm c/o time w

35、ith guest.“Mr._, what time will you be checking out on XXX?”確認退房時間?！癤XX先生，請問您XX號準備幾點退房呢？”13. Present key holder to the guest.“Mr._, your room is on XX floor, non-smoking and king bedded! This is your room rate (use your hand to point out), plus 15% service charge. Breakfast is inclusive in our coffe

36、e shop (use your hand to show the guest where is the coffee shop) from 6:30 to 10:30.”“The rate is for accommodation only. But for your information, our coffee shop serves American Breakfast from 6:30 to 10:30.”將房卡給客人?！癤XX先生，您的房間在XX樓，非吸煙大床房。您的房價在這（用手指出），加15的服務費，包含咖啡廳早餐（用手指示咖啡廳位置），從6:30到10:30?！薄胺績r沒有包

37、含早餐，但酒店咖啡廳提供美式早餐，從6:30到10:30?！?4. Wish guest would have a pleasant stay. “Thank you, Mr._, my colleague XXX will show you the room. Enjoy your stay.”(If guest has no luggage)“Thank you, Mr._, elevator is over there. Enjoy your stay.”預?？腿巳胱∮淇?。“謝謝您，XXX先生，我的同事XXX會送您到房間。入住愉快?！保ㄈ缈腿藷o行李。）“謝謝您，XXX先生，電梯在那邊，入

38、住愉快?！盨UBJECT : CHECK OUT GUESTWhen the guest approach FD counter to check out, the following procedure should be processed.當客人來到前臺退房，根據以下操作程序進行。Greet guest.“Good morning/afternoon, Sir/Madame. Checking out?”問候客人?！霸缟虾?，下午好，先生，小姐。退房嗎？”If answer is yes.“May I have your room number please? And may I have

39、 your room key back?”(Once know guests name, please address guest by surname.)如答是。“請問您的房號？我可以收回房卡嗎？”（一旦從系統中得知客人的姓名，要稱呼客人的姓氏。）Ask mini bar consumption.“Mr._, is there any last minute consumption from mini bar since last night?”詢問迷你吧消費。“XXX先生，從昨晚到現在有迷你吧消費嗎？”Present bill to guest.“Mr._, this is your bi

40、ll, please double check. If it is correct, may I have your signature here please?”(Show the guest the place to sign.)向客人出示帳單?！癤XX先生，這是您的帳單，請確認。如果沒有問題，請在這簽名?！保ńo客人指出簽名位置。）PCR program(If you notice the guest is not a PCR member, introduce the program and enroll guest.)“Mr._, would you like to join our

41、Priority Club? It is a Frequent Traveler Program worldwide. Once you are our member, if you spend 1 US dollar in the hotel, you may get 10 points or 2.5 miles. It is totally free and no black out date. I only need your business card for enrollment.” 優選俱樂部會員計劃。（如發現客人仍未是優選俱樂部會員，向他介紹這項計劃并邀請加入。）“XXX先生，您

42、希望加入我們的優選俱樂部嗎？這是洲際酒店集團全球性的常客計劃。您一旦成為我們的會員，您在酒店每消費一美元，便可獲得10個積分或2.5個飛行里程。這項計劃完全是免費加入的且無限期。您只要給我一張您的名片便可加入了。”Ask for payment.“Will you use the same credit card to settle your bill?”or “Will you use cash to settle your bill?” (I should refund XXX to you.)結帳。“請問您還是用同一張信用卡結帳嗎？”或“請問您是用現金結帳嗎？”（我要退回XX錢給您。）S

43、afety box.“Is your safety box empty in your room?”“Please make sure everything is with you.”保險柜?！罢垎柲块g的保險柜還有任何東西嗎？”“請拿好隨生物品。”Ask guest staying experience.“How was your stay with us, Mr._?”(If answer is positive.)“Thank you, Mr._. So when will you be back?”(If guest tells you he/she has the reservati

44、on with us for his/her next visit, retrieve the reservation and give guest confirmation number.)(If guest will be back and no reservation, make one for him and give confirmation number.)(If guest tells you he/she is going to another city, check with guest whether he/she need us to book our sister ho

45、tel in that city, and take action accordingly.)“Would you like me to book our sister hotel in Shanghai for you?”詢問客人入住經驗?！白〉眠€好嗎，XXX先生？”（如果回答是肯定的。）“謝謝您，XXX先生。那么您什么時候再次光顧呢？”（如客人說已經做好了下次的預定，找出預定并告知確認號碼。）（如客人尚未預定，為他預定并告知確認號。）如客人說他要到別的城市，問客人是否需要幫他預定我們的姐妹酒店。“請問您是否需要我幫您在上海預定我們的姐妹酒店呢？”(If answer is negative

46、.)“Thank you to let us know. I will tell my manager personally. Sorry about any inconvenience caused to you.”（如回答是否定的。）“謝謝您通知我們，我將告訴我的經理，非常抱歉給您造成的不便?！盤ass bill to guest.If guest needs Fa Piao, then put Fa Piao and guest bill in Thank You envelop, give to guest with both hands.將帳單給客人。如客人需要發票，將帳單及發票一起

47、放入信封，雙手遞給客人。Ask the guest if he needs bell service for his luggage and transportation.“Mr. _, shall I call a bell boy to collect your luggage? Would you like me to arrange transportation for you?”詢問客人是否需要我們的行李生幫他拿行李及訂車。“XXX先生，需要幫您拿行李嗎？需要幫您安排車嗎？”Introduce yourself to guest.“I am _, if you need any he

48、lp in the future, you may contact me or my colleagues. We will be happy to serve you.”介紹自己。“我是XXX，以后有需要，您可以聯系我或我的同事，我們將很樂意為您提供服務?！盉id farewell to guest.“Thank you for staying with us, Mr._. Hope to see you soon.”“Have a nice day!”, “Have a nice trip home!”, or “Have a safe trip!” 告別客人?！案兄x您入住我們酒店，XXX

49、先生。希望您再來。”“祝您愉快?！?，“旅途愉快?！被颉邦A祝您有個安全的旅程?！盨UBJECT : GROUPCHECKINFind out group resume from file. Read it carefully, especially guests information, ETA, check-in arrangement and billing instruction. 從文件夾中提取團隊資料。仔細閱讀，特別是客人信息，到達時間，入住安排和結帳方式。Open group master folio, double check charge routine according to

50、 billing instruction.打開團隊MASTER FOLIO，根據結帳方式再次確認MASTER FOLIO中的收費路徑。Pre-block rooms and inform HSKP to clean up as soon as possible.預先安排房間，通知客房部盡快打掃。Prepare keys for vacant rooms (Note: do not prepare keys for occupied rooms to avoid double check in). Print out group arrival summary report (Note: roo

51、ms in total and rate must be on report) and keep it with room keys.準備空房的房卡。（注意：不可以準備被占用房間的，以防止雙重入?。?。打印團隊到達報告（注意：報告中應有全部房間數及房價），并和房卡放在一起。Group room status should be monitored regularly to ensure all rooms are ready before group arrival.時刻留意房態，確保在團隊到達前所有房間處于可賣狀態。Name list with passport and visa number

52、 or ID number should be provided by travel agent or company in advance. If we dont have, when group arrives, obtain it from organizer for express check in. Otherwise each guest should approach Front Desk individually for registration.領隊或其公司應預先提供客人名單，護照，簽證號碼或身份證號。如無，當客人到達時，向組織索取以便快捷入住。否則，客人需要親自到前臺辦理入

53、住手續。Communicate with organizer for charges that wont be covered by travel agent or company and get deposit for these charges.于組織者溝通，確認不由旅行社或公司支付的費用的付費方式。并對此部分收取押金。Obtain signature of organizer on in-house group information form thereby confirming the check-out time, baggage-handling instructions, wa

54、ke-up call arrangements and any other special requests.組織者在入住團隊資料表上簽名，確認退房時間，行李交接，叫早服務和其他特別需求。Give room keys.發放房卡。Update necessary information in system and distribute in-house group information form with arrival summary report to the concerned departments.在電腦系統里輸入必要的資料。分發入住團隊資料表及到達報告到相關部門。Keep orig

55、inal copy of report and name list in the Registration Card folder of smallest room number in the group.保留原始報告和客人名單在最小的房號文件夾中。SUBJECT : GROUP CHECK OUTGreet group guests and organizer.問候客人及組織者。Ask tour guide name of the group. Inform HSKP group check-out. Retrieve in-house groupinformation form.和團隊導游

56、確認團名并通知客房部退房。獲取入住團隊資料表。Check information in master folio and individual folio carefully regarding payment.仔細查看團隊主帳單及每個客人帳單的付費情況。Cooperation with organizer to get room keys back and check with guests mini bar consumption.協同組織者收回房卡，和客人確認迷你吧消費。Print out charges that are not covered by travel agent or c

57、ompany, and hand it over to organizer. Settle those charges with organizers help.打印出不被公司或旅行社支付的費用的帳單給組織者。在組織者的幫助下完成結帳工作。Check outstanding charges regularly.檢查尚未結算的費用。Print out bill of master folio and ask organizer to sign on it.打印主帳單，獲取組織者的簽名。Attach reservation fax, rooming list, all supporting bil

58、ls with master bill. If master folio balance is zero, submit to Account, otherwise put all in c/o with balance drawer in back office for future reference.附預定傳真，房號表及所有小單于總帳單。如主帳單平帳為零，交由財務部，否則放于前臺退房未結帳文件夾以備后需。SUBJECT : PCR ENROLLMENTPriority Club Reward is a frequency traveler program of IHG, which is

59、 important for our hotel, because members represent a substantial part of our repeat business.優選俱樂部會員獎勵計劃是洲際酒店集團的?？陀媱潱瑢ξ覀兙频攴浅Ｖ匾?，因為會員扮演著重要的回頭客角色。To enroll a member, first of all, you should be prepared for several things.要邀請客人成為會員，首先你得有所準備。To be familiar with the program;Only when you are familiar wi

60、th all the information of this program, then you can be able to introduce all conditions and benefits to our guests, and to attract their interests to become our repeat guest.熟悉會員計劃。只有當熟悉了此計劃的所有信息，你方能向客人介紹所有的入會條件及會員優惠，讓客人有興趣加入并成為我們的回頭客。Identify your enrolling target;You should know which type of gue