FRONT DESK
Dear 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 and workforce motivation. Your remarkable contribution in Front Office Department will be greatly appreciated.
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。
I wish you a pleasant and fruitful working experience at Front Office Department.
祝愿您在这个团队里工作愉快，并获得宝贵的工作经历。
Yours truly, 此致
TABLE OF CONTENTS
Part One Part 1 ?Welcome Letter From Director of Rooms ?Departmental Organization Chart
Part 2 ? Job description
Part 3 ? Standard Operating Procedures
? Register F I T
? Check Out Guest ? Group Check In ? Group Check Out ? PCR Enrollment ? Make a Reservation ? Group Information Check ? Free Room Upgrade ? House Use and Complimentary Room ? Room Change ? Extra Bed ? Late Check Out ? Extension ? Cancellation ? Incognito Call, Screen Call and Do Not Disturb ? Sleep Out ? Authorization Of Entry To Guest Room ? Advance Deposit ? Handling Of Foreign Currency and Company Check as Deposit. ? Account Information For Credit Card ? Account Information For Direct Billing ? Account Information Travel Voucher ? Cash Paid Out, Cash Advance and Rebate ? Cash Float Hand Over and Control ? Drop Safe ? Contingency Report ?
Computer System Down Procedure
Part 4 ? Acknowledgement letter by employee
Page 02 Page 04 Page05
Page 09 Page 12 Page 15 Page 17 Page 18 Page 20 Page 23 Page 25 Page 26 Page 27 Page 29 Page 30 Page 32 Page 34 Page 36 Page 38 Page 39 Page 41 Page 45 Page 46 Page 47 Page 48 Page 50 Page 53 Page 54 Page 55 Page 56
Page 57
新员工入职培训手册英文版
