最新五星级酒店前厅部员工培训手册(前台,总机,商务中心)汇编.doc

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1、前厅部新员工入职手册前台录目一、前台岗亭职责二、政策与次第三、报表IndexNumber029.JOBDESCRIPTION岗亭职责福顺每天大年夜旅店Page:1of3EffectiveDate:Jobtitle:ReceptionistandcashierJuly1,2002职位称号：招待员、收银员Reportto:ReceptionleaderSupersedes:：招待部工头直属下级职务概述：PositionDescription:担当征询候主人及有规那么并高效力供给一切主人入住服务；尽力地贩卖客房，使旅店的入住率及房间支出抵达最大年夜的限制；有规那么地供给主人所要求的有关征询效力，宣扬

2、跟倾销一切酒店的配备跟效力。Greettheguestpolitelyandprovideregistrationforguestefficiently.UpsellroomsofhotelsandsaleandrequestgueststoserviceinformationProvideoccupancy.andrevenueroomsincreasepromotionoffacilitiesandservicesofthehotel.职务及职责范畴：Responsibility热忱有规那么地征询候一切到来的主人，并供给高效力的入住效力。1.Togreetalltheguestspolit

3、elyandcheckintheguestefficiently.尽力地为旅店贩卖房间，在能够的状况下促销客房，使旅店抵达最高的开房率跟房间收2.入。Tosalepromotionofhotelroomsandgetthehighestoccupancyandroomrevenuesifpossible.供给优良的效力，虽然满意主人的央求。3.Toprovidebestserviceandfulfillrequestsoftheguestaspossible.帮助招待部工头做高朋入住前的预备任务。4.ToassistReceptionShiftLeadertopreparebeforeVIPa

4、rrival.服从下级布置的用膳时刻。5.Submitmealtimefromsuperior在主人入住注销时，应反省留宿注销表的内容能否与护照及有关证件符合，并要严格地6.实行旅店的信贷轨制，清晰清晰地填写有关主人的付款方法及其余材料。Whentheguestcheckin,checkregistrationcardwithIDcardorPassport.Performthecreditpolicyofthehotelandfillintheguestpaymentandotherinformationclearly.将前台所做的订房实时交给预约部。7.Tohandoverreservat

5、ionstoReservationOffice.TTomakesure主人入住时应清晰能否有主人的留言或信函，确保主人在第一时刻能收到8.havemessagefortheguest.thearrivalguestreceivethemessageinfirsttimeif9.实行旅店一切的规章轨制。Toperformallthepolicyandprocedureofthehotel.理解前厅部各分部的功用及任务次第。10.Tobefamiliarwithallthefunctionandprocedureofallthesection疾速并有规那么地答复主人的。11.Toanswerthe

6、guesttelephoneimmediatelyandpolitely.熟习旅店的信贷轨制。12.Tobefamiliarwiththecreditpolicyofthehotel.培训练习生。13.Totrainthetrainee.坚持任务地区的干净及团体干净。14.individualtidy.Tokeeptheworkingareacleanand接到主人的欣赏或有其余状况发作时，破刻讲演上级。15.Reporttosuperiorwhenreceivingguest当有主人央求延时退房或续住时，破刻讲演给下属并依照其唆使实行任务。16.scomplain.Reporttosuper

7、iorandtakeactionaccordingtodirectionwhenguestrequestextensionorlatecheckout.制造并打印夜间报表。17.Tomakeandprinttheovernightshiftreport.当任务忙碌及下级央求时，应超时任务。18.Tobeovertimeondutyifbusyorrequestbesupervisor.精确敏捷地操持主人结帐，需求时向主人说明帐单。19.Tocheckouttheguestefficientlyandexplainthefoliototheguestifnecessary.保存好备用金，避免呈现

8、充沛。20.TokeepthedepositofFrontDeskincaseshorten.精确地为主人操持换房。21.Tochangetheroomfortheguestifnecessary.理解预约抵达及预离状况。22.Toknowexpecteddepartureandexpectedarrivaleveryday.按次第央求进展外币兑换任务。23.Toexchangeforeigncurrencyfortheguestaccordingtothepolicy.细心肠核查房间差别报表，作出房间差别讲演并上报。24.TocheckRoomDiscrepancyReportandrepo

9、rttosuperior.精确实时地将其余地区送来的花费帐目次入。25.Toinputthefoliowhichistakenbyofferareasintocomputercorrectly.做好交代班任务，完整地记载任务日记。26.Tohandovertonextshiftandrecordthelogbook担当招待处一切的影印任务。27.TobeinchargeallthecopiesofFrontDesk.担当一切的存档任务。28.Inchargefilingsystem.定时参与聚首及培训。29.Toattendthemeetingandtrainingpunctually.向下级反应公平的倡议跟见地。30.Toreportreasonablecommentsandsuggestiontothesuperior.实行旅店治理应局、下属、旅店政策所央求的其余职责。31.Toperformpolicyandprocedureofthehotel.Carryoutrequestsofmanagement,departmentheadandhotelpolicy.