五星級酒店前廳部員工培訓(xùn)手冊(前臺-總機-商務(wù)中心)

1、保密文件，請勿傳閱1前廳部新員工入職手冊前廳部新員工入職手冊（前臺）（前臺）保密文件，請勿傳閱34.協(xié)助接待部領(lǐng)班做貴賓入住前的準備工作。ToassistReceptionShiftLeadertopreparebefeVIParrival.5.服從上級安排的用膳時間。Submitmealtimefromsuperi6.在客人入住登記時，應(yīng)檢查住宿登記表的內(nèi)容是否與護照及有關(guān)證件相符，并要嚴格地執(zhí)行酒店的信貸制度，清楚明確地填寫有關(guān)客人

2、的付款方式及其他資料。WhentheguestcheckincheckregistrationcardwithIDcardPasspt.Perfmthecreditpolicyofthehotelfillintheguestpaymentotherinfmationclearly.7.將前臺所做的訂房及時交給預(yù)定部。TohoverreservationstoReservationOffice.8.客人入住時應(yīng)清楚是否有客人的留言或信函，

3、確?？腿嗽诘谝粫r間能收到TTomakesurethearrivalguestreceivethemessageinfirsttimeifhavemessageftheguest.9.執(zhí)行酒店所有的規(guī)章制度。Toperfmallthepolicyprocedureofthehotel.10.了解前廳部各分部的功能及工作程序。Tobefamiliarwithallthefunctionprocedureofallthesection11.快

4、速并有禮貌地回答客人的電話。Toanswertheguesttelephoneimmediatelypolitely.12.熟悉酒店的信貸制度。Tobefamiliarwiththecreditpolicyofthehotel.13.培訓(xùn)實習(xí)生。Totrainthetrainee.14.保持工作區(qū)域的清潔及個人清潔。Tokeepthewkingareacleanindividualtidy.15.接到客人的投訴或有其他事件發(fā)生時，立刻報

5、告上級。Repttosuperiwhenreceivingguest’scomplain.16.當有客人要求延時退房或續(xù)住時，立即匯報給上司并根據(jù)其指示執(zhí)行工作。Repttosuperitakeactionaccdingtodirectionwhenguestrequestextensionlatecheckout.17.制作并打印夜間報表。Tomakeprinttheovernightshiftrept.18.當工作繁忙及上級要求時，

6、應(yīng)超時工作。Tobeovertimeondutyifbusyrequestbesupervis.19.準確迅速地辦理客人結(jié)帳，需要時向客人解釋帳單。Tocheckouttheguestefficientlyexplainthefoliototheguestifnecessary.20.保管好備用金，防止出現(xiàn)短缺。TokeepthedepositofFrontDeskincaseshten.21.準確地為客人辦理換房。Tochangeth