酒店管理会所__皇冠假日酒店礼宾部员工培训手册

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1、酒店管理会所__皇冠假日酒店礼宾部员工培训手册Concierge1Dearteammember,Firstly,averywarmwelcometotheCrownePlazaShenzhenaspartofFrontOfficeDepartment.Ourkeytosuccessdependsverymuchonyourpositiveattitude,creativeflairandeyetodetails.Wearecommittedtodeveloppeoplethroughknowledgeenlarging,skilltra

2、iningandworkforcemotivation.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。Iwishyouapleasantandfruitfulworkingexperienceat

3、FrontOfficeDepartment.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2TABLEOFCONTENTSPartOnePart1??WelcomeLetterFromDirectorofRoomsPage02??DepartmentalOrganizationChartPage04Part2??JobdescriptionPage05??CheckListPage08Part3??StandardOperatingProceduresConcierge1TransportationChec

4、kListPage162AirportPickupandsendoffhandlingPage213RoomChangingPage264CheckInandCheckOutLuggageProcedurePage285LuggageRoomandStorageProcedurePage336NewspaperDeliveryPage367Guest’sMailParcel&PackagePage398StackingofLuggageOnCartPage419GroupLuggageHandlingPage4310HoldFo

5、rPickUpPage4511PagingServicePage47Transportation12TransportationCheckListPage1613AirportPickupandsendoffhandlingPage2114Driver’sRulePage4915Driver’sExpensesPage5216VehicleMileagePage5317VehicleMaintenancePage54Part4??AcknowledgementletterbyemployeePage573FRONTOFFICEORGAN

6、IZATIONCHARTJOBDESCRIPTION工作职责描述JobTitle:ConciergeSupervisor职位：礼宾部主管LOCATION:CROWNEPLAZASHENZHEN工作场所：深圳威尼斯皇冠假日酒店Department:FrontOffice部门：房务部/前厅部Responsibleto:ChiefConcierge有责任于：礼宾部经理Responsiblefor:负责：BellBoy行李员Doorgirl门童JobSummary:ToensurethesmoothoperationoftheConcierge

7、dailyoperation,BellServicetransportation,ensuringmaximumguestsatisfaction.确保礼宾部每天正常运做，行李及车辆服务顺畅运作，保障客人最大满意服务。MAINDUTIESPERSONNEL主要职责：1.ReadtheconciergeshiftLog-Book,checkifsomethingswhichlastshiftleftneedtobefollowup.查看礼宾部交班本，查看上一个班有没留下需要跟进的事情。2.Checkthetransportationdai

8、lyarrangementnoticebook,ifguestbooksairportpickupordropoff,weshouldcheckandmakesurethemineralwatel,hand