深圳威尼斯皇冠假日酒店客户服务中心新员工入职培训手册.docx

深圳威尼斯皇冠假日酒店客户服务中心新员工入职培训手册.docx

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深圳威尼斯皇冠假日酒店客户服务中心新员工入职培训手册

深圳威尼斯皇冠假日酒店客户服务中心新员工入职培训手册

-------GuestServiceCenter客户服务中心新员工入职培训手册TABLEOFCONTENTS

PartOne

Part1

WelcomeLetterFromDirectorofRoomsPage03

DepartmentalOrganizationChartPage04Part2

Jobdescription

GSCManagerPage05

GSCSupervisorPage06

GSCShiftLeaderPage07

GSCAgentPage08

StandardOperatingProcedures

TelephoneEtiquettePage09

HandlingWakeUpCallsPage15

MakeAReservationPage18

FaxMessageDeliveryPage22

DoNotDisturbRequestPage26

ConfidentialRequestPage27

ScreenCallsPage28

LuggageCollectionPage29

GuestRequestItemsPage31

RoomChangePage33

MaintenanceRequestPage36

MiniBarPostingPage38

WeatherForecastPage40

LongDistanceCallsbyHotelStaffPage41

HandlingGuestComplaintbyPhonePage42

HandlingLostFoundItemsPage45

MedicalAssistancetoInHouseGuestPage48Part3

PriorityClubRewardPage50Part4

AcknowledgementletterbyemployeePage53DearteammemberFirstlyaverywarmwelcometotheCrownePlazaShenzhenaspartofFrontOfficeDepartmentOurkeytosuccessdependsverymuchonyourpositiveattitudecreativeflairandeyetodetailsWearecommittedtodeveloppeoplethroughknowledgeenlargingskilltrainingandworkforcemotivationYourremarkablecontributioninFrontOfficeDepartmentwillbegreatlyappreciated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FRONTOFFICEORGANIZATIONCHARTJOBDESCRIPTIONJOBTITLEGuestServiceCenterManagerAREADEPARTMENTRoomsDivisionFrontOfficeGuestServiceCenterREPORTSTODORADORFOMAFOMPOSITIONSSUPERVISEDGuestServiceCentersupervisorGuestServiceCentershiftleaderGuestServiceCenteragentJOBSCOPEManagesGuestServiceCenteroperationstoensuretoprovidehighestservicetoguestsKeepsmoothcommunicationwithconcernedsectionsanddepartments

KeyResponsibilitiesMonitorday-to-dayoperationofGuestServiceCenter

DirectlyreporttoFrontOfficeManager

PerformanyassignmentsdelegatedbyFOMorAFOM

GothroughGuestServiceCenterlogbookandhandoverbookforfollow-upactionanddelegatedaccordingly

MonitortheroomspecialarrangementforVIPsPCRmembersorindividualguestsbasedonthedailyactivityreportandbrieftoallGSCpersonnel

AwareoftheroomstatusofoccupancyforecastandalertGSCpersonnel

AlwaysconducttrainingforGSCagentsupliftthemoraleandsoothethegrievanceofstaff

Performalldutiesotherthantheaboveasrequestedbythehotelcompanypolicies

PrepareDutyRoastertoensuretheadequatecoverageofhoteloccupancyandcontrolstaffleaves

Keepsmoothcommunicationwithallrelativesectionsanddepartmentsandreviewtheworkingperformancemonthlyforteamrebuild

Handleguestcomplaintswithtactanddiplomacytoavoidfutureirritationcontactwithguesttomaintainsmoothrelationshipbetweenmanagementandguests

ShareallpointsofcommunicationissueswhichcanormayaffectGSCpersonneltoprovidehighstandardservicetotheguestondailybriefingormeetingofRoomsDivisionJOBDESCRIPTIONJOBTITLEGuestServiceCenterSupervisorAREADEPARTMENTRoomsDivisionFrontOfficeGuestServiceCenterREPORTSTOGuestServiceCenterManagerPOSITIONSSUPERVISEDGuestServiceCentershiftleaderGuestServiceCenteragentJOBSCOPESuperviseGuestServiceCenteroperationstoensuretoprovidethehigheststandardofservicetoguestsBeresponsiblefortheoperationofGuestServiceCenterintheabsenceofGuestServiceCentermanagerKeyResponsibilitiesAssistGuestServiceCentermanagerinmonitoringday-to-dayoperationwithproperprocessing

Beconcernedwithstaffdisciplineandstaffperformanceandhelptodevelopskillsforallstaffwithinthesection

Ensurethatalldailyreportsprintedarefiledaccordinglyintherespectivefiles

Contributetooveralloperationalefficiencybyperformingrelevantdutiesasassigned

Useyoursupervisionskillseffectivelytoencourageandmotivatestaff

Monitorguestservicepersonnelconstantlyensuringthatatalltimesimumguestsatisfactionisbeingachievedthroughguestrecognitionandpromptcordialattention

Provideguestswiththemostaccurateandup-to-dateinformationatalltimes

Ensureefficientprovisionofanaccuraterecordoftelephonecallsbysupervisingthatallguestrequestsarefollowedupaccordingly

RegularlyconductonjobtrainingforallGSCagentsupliftthemoraleandsoothethegrievanceofstaff

KeepthecleanlinessandtidinessofworkingenvironmentandmaintainallGSCagen