威尼斯皇冠假日酒店《商務(wù)中心新員工入職培訓(xùn)手冊(cè)》中英文對(duì)照

BusinessCenterTABLEOFCONTENTSPartOnePart1WelcomeLetterFromDirectorofRooms Page03DepartmentalOrganizationChartPage04Part2BCVision&Mission Page05BCTariff Page06JobDescriptionBCSupervisor Page07BCClerk Page11StandardOperatingProceduresOutgoingfax Page13PhotocopyServicePage15TypingService Page18LaminationServicePage20BindingServicePage22TranslationServicePage24ExpressService Page27EquipmentRentalService Page30Inter-netServicePage33E-mailService Page35TelephoneServicePage36BusTicketService Page38FerryTicketService Page41Confirm&Changeairticket Page43DutyDescriptionPage45Part3PriorityClubRewardPage48Terminology Page51Part4Acknowledgementletterbyemployee Page57Dearteammember,Firstly,averywarmwelcometotheCrownePlazaShenzhenaspartofFrontOfficeDepartment.Ourkeytosuccessdependsverymuchonyourpositiveattitude,creativeflairandeyetodetails.Wearecommittedtodeveloppeoplethroughknowledgeenlarging,skilltrainingandworkforcemotivation.YourremarkablecontributioninFrontOfficeDepartmentwillbegreatlyappreciated.真誠(chéng)歡送您參加深圳威尼斯皇冠假日酒店，成為酒店前廳部的成員。你們積極的工作態(tài)度，創(chuàng)造性的思維及細(xì)致周到的效勞，將是我們?nèi)〉贸晒Φ年P(guān)鍵因素。我們鼓勵(lì)員工通過(guò)不斷的學(xué)習(xí)和培訓(xùn)，來(lái)豐富專(zhuān)業(yè)知識(shí)，改善效勞技巧，提高勞動(dòng)生產(chǎn)力，最終取得整體前廳部的成功。IwishyouapleasantandfruitfulworkingexperienceatFrontOfficeDepartment.祝愿您在這個(gè)團(tuán)隊(duì)里工作愉快，并獲得珍貴的工作經(jīng)歷。Yourstruly,此致FRONTOFFICEORGANIZATIONCHARTBusinessCenterConcept商務(wù)中心的定義BusinessCenterisanofficeawayfromguest’sownoffice.Wealsosupplythesecretaryservicewheneverguestneed.商務(wù)中心是客人辦公室以外的辦公室，在客人沒(méi)有秘書(shū)的情況下也能滿(mǎn)足客人的秘書(shū)需求。BusinessCenterMissionStatement商務(wù)中心使命宣言TobethebestBusinessCenterinallthehotelsofShenZhenbyseekingoutstandingservicetoourguest.Strengthencooperation,heightenskill,enricheconomicandtradeknowledgetoperfectitself,Meet&overstepcustomers’differentrequirementswithfriendly,quickandpreciseservices.Protectequipment,controlcost,propagandizeandsellbroadlyallserviceitemsofBusinessCentertoincreaseprofits.追求卓越的效勞，使商務(wù)中心成為深圳所有酒店中最好的商務(wù)中心。增強(qiáng)合作，不斷完善自己，提高效勞技能和經(jīng)貿(mào)知識(shí)，以友好、快捷和準(zhǔn)確的效勞滿(mǎn)足并超越客人的不同需求。保護(hù)設(shè)施，控制本錢(qián)，全面宣傳并推銷(xiāo)商務(wù)中心的各項(xiàng)效勞，以提高利潤(rùn)。BusinessCenterTariff商務(wù)中心價(jià)目表CurrencyinRMB貨幣：人民幣OfficeEquipment辦公室設(shè)備 OneHour HalfDay WholeDay 1小時(shí) 半天1天DataProjector 數(shù)據(jù)影儀 400 1500 3000PortableComputer 手提電腦 100 300 600LaserPrinter 激光打印機(jī) 100 300 600FaxMachine 機(jī) 100 300 600SlideProjector幻燈機(jī) 50 200 400SpeakPhone 機(jī) 30 80 150DVDMachineDVD機(jī)50200300VCR 錄影機(jī) 300PortableComputerCard電腦上網(wǎng)卡 50WirelessLANCard 無(wú)線(xiàn)上網(wǎng)卡 50*Advancedepositisrequiredforanyequipmentrental.租用設(shè)備需繳納押金。PhotocopyService復(fù)印效勞LaminationService過(guò)塑效勞A4SizeA4尺寸3yuan/Page3元/頁(yè)IDSizeID尺寸 8yuan/Page8元/頁(yè)A3SizeA3尺寸6yuan/Page6元/頁(yè) B5Size B5尺寸 15yuan/Page15元/頁(yè)Transparency膠片 18yuan/Page18元/頁(yè) A4SizeA4尺寸 30yuan/Page30元/頁(yè)P(yáng)aper紙張A4尺寸2yuan/Page2元/頁(yè) TelephoneIDD/DDD長(zhǎng)途 Cost+15%Surcharge 本錢(qián)+15%效勞費(fèi)LocalCall 市話(huà) 3min./1yuan 3分鐘/1元*LocalCall:Freeofchargeforin-houseguest市話(huà)：住店客人免費(fèi)OutgoingFax發(fā)出HK,Macau&Taiwan 香港、臺(tái)灣及澳門(mén) IDDCost+5yuan/Page 通訊費(fèi)+5元/頁(yè)效勞費(fèi)International 國(guó)際 IDDCost+5yuan/Page通訊費(fèi)+5元/頁(yè)效勞費(fèi)Domestic國(guó)內(nèi) DDDCost+5yuan/Page通訊費(fèi)+5元/頁(yè)效勞費(fèi)Local〔Shenzhen〕深圳市內(nèi) 5yuan/Page 5元/頁(yè)IncomingFax發(fā)進(jìn)In-HouseGuest 住店客人 Complimentary 免費(fèi)OutsideGuest 非住店客人 5yuan/Page 5元/頁(yè)SecretarialService秘書(shū)效勞ChineseTyping〔A4Size〕 中文打字〔A4尺寸〕 80yuan/Page 80元/頁(yè)EnglishTyping〔A4Size〕 英文打字〔A4尺寸〕 70yuan/Page 70元/頁(yè)LaserPrinting 激光打印 15yuan/Page 15元/頁(yè)ColorPrinting〔A4Size〕彩色打印〔A4尺寸〕 20yuan/Page 20元/頁(yè)DiskSale〔3.5inch〕 3.5英寸磁盤(pán) 15yuan/Page15元/張ScanningService 掃描效勞 25yuan/Page 25元/頁(yè)BindingService 裝訂效勞 30yuan/Set 30元/套Translation 翻譯效勞 Cost+15%Surcharge 本錢(qián)+15%效勞費(fèi)SecretarialService 秘書(shū)效勞 Cost+15%Surcharge 本錢(qián)+15%效勞費(fèi)ShorthandService 速記效勞 Cost+15%Surcharge 本錢(qián)+15%效勞費(fèi)MailService 快遞效勞 Cost+15%Surcharge 本錢(qián)+15%效勞費(fèi)CDCopy 光碟復(fù)制50yuan/disk 50元/個(gè)*MobilePhoneIn-Charge:RMB20/timeforoutsideguest 電池充電：店外客RMB20/次NewspaperService報(bào)紙出售《SouthChinaMorningPost》《南華早報(bào)》 25yuan/set 25元/份《TheAsahiShimBun》 《朝日新聞》 50yuan/set 50元/份《USA.Today》 《今日美國(guó)》 25yuan/set 25元/份《TheStraitsTimes》 《海峽時(shí)報(bào)》 25yuan/set 25元/份《OrientalDailyNews》 《東方日?qǐng)?bào)》 25yuan/set 25元/份《TaKungPao》 《大公報(bào)》 10yuan/set 10元/份GuestWorkstation客用電腦工作站E-Mail/InternetUsage電子郵件及國(guó)際互聯(lián)網(wǎng)使用30yuan/halfanhour 30元/半小時(shí) 60yuan/hour 60元/小時(shí)EachWorkstationisequippedwith:1Keyboard,1PersonalComputer,1LaserPrinter,1TelephoneandInternet. 每間電腦工作站裝備有：1個(gè) 每間電腦工作站裝備有：1個(gè)鍵盤(pán)，1臺(tái)電腦，1臺(tái)激光打印機(jī)，1部及上網(wǎng)設(shè)施。JOBDESCRIPTIONJOBTITLE:BusinessCenterSupervisorAREA/DEPARTMENT:RoomsDivision/FrontOffice/BusinessCenterREPORTSTO:DOR/ADOR/FOM/AFOM/GuestServiceManagerPOSITIONSSUPERVISED:BusinessCenterClerkJOBSCOPE:UnderthegeneraldirectionoftheFrontOfficeManagerandwithinthelimitsofestablishedInterContinentalHotelsGroupandlocalpoliciesandprocedures,overseesanddirectsallaspectsoftheBusinessCentrefunctiontoachievethehighestpossibleguestsatisfactionandprofit.PromotesthedesiredworkculturearoundthefivecorevaluesofTrust,Integrity,Respect,OneTeamandServiceoftheInterContinentalHotelsGroupandthebrandethosKeyResponsibilitiesMonitorBusinessCenterpersonneltoensuremaximumguestsatisfactionthroughpersonalrecognitionandpromptcordialattentionManageandprovidedirectionforday-to-dayoperationandadministrationofallcomponentsofBusinessCenterAppraiseappearance,disciplineandefficiencyofallstafforderdirectsupervisionandinitiateimmediateremedialactionifnecessarySetupguests’businessappointmentsEnsurestationerysuppliesaremaintainedtostandard,orderinginadvancewhenrequiredManagetheroutineservicingofequipmentOrganizeandconductregularmeetingsforallBusinessCenterstafftofacilitatecommunicationandasmoothoperationParticipateinbroaderFrontOfficemeetingstokeepabreastofissuesinthedepartmentandinformyourstaffofsameForecastfuturebusinesstrendsonamonthlybasisPlanstrategiestotakefullbenefitofforecastedbusinesstrendsAnalysebusinesscentre’sstrengths,weaknessesandopportunitiesDevelopandimplementactionplanstoimprovestrengths,overcomeweaknessesandcaptureopportunitiesAssistinplanningandco-ordinatingactivitiestoensurethatabudgetedsalestargetsaremetorexceededCompleteregularmarketsurveysofcompetitor’sproductsAssistwiththedevelopmentofstrategiesbasedonmarketresearchthatwillensureachievementofmarketshareandoutletprofittargetsApproveleaveafterreviewinghoteloccupanciesPreparesefficientworkscheduleforBusinessCentrestaff,arrangingholidaysandvacation,takingintoconsiderationprojectoccupancyandforecastsandanylargegroupmovements,especiallythosewithearlyorlatearrivalsordeparturesHumanResourceResponsibilitiesWorkswithSuperiorandHumanResourceManagertoensurethedepartmentalperformanceofstaffisproductive.Dutiesinclude:AssistsinplanningforfuturestaffingneedsAssistsinrecruitinginlinewithcompanyguidelinesPreparesandadministersdetailedinductionprogramfornewstaffMaintainsacomprehensive,currentandguestfocusedsetofdepartmentalstandardsandproceduresandoverseestheirimplementationEnsurestrainingneedsanalysisofBusinessCentrestaffiscarriedoutandtrainingprogrammesaredesignedandimplementedtomeetneedsConductsonthejobtrainingandmaintainsacomprehensivelistoftrainingprogressforallstaffConductsprobationandformalperformanceappraisaldiscussionsinlinewithcompanyguidelinesCoaches,counselsanddisciplinesstaff,providingconstructivefeedbacktoenhanceperformanceRegularlycommunicateswithstaffandmaintainsgoodrelationsFinancialResponsibilitiesWorkswithsuperiorinthepreparationandmanagementofthedepartment’sbudget.Dutiesinclude:Assistsinco-ordinatingthepreparationofthedepartmentalannualbudgetControlsandmonitorsdepartmentalcostsonanongoingbasistoensureperformanceagainstbudgetOccupationalHealthandSafetyResponsibilitiesDemonstrateAwarenessofOH&SpoliciesandproceduresandensureallproceduresareconductedsafelyandwithinOH&SguidelinesandensureyourdirectreportsdothesameBeawareofdutyofcareandadheretooccupational,healthandsafetylegislation,policiesandproceduresBefamiliarwithpropertysafety,firstaidandfireandemergencyproceduresandoperateequipmentsafelyandsensiblyInitiateactiontocorrectahazardoussituationandnotifysupervisorsofpotentialdangersLogsecurityincidentsandaccidentsinaccordancewithhotelrequirementsKeyCompetenciesKeyTasksDriveForResultsCompeteagainstastandardofexcellencebysettinghighperformancestandardsandpursuingaggressivegoalsStriveforconstantimprovementsandtakesresponsibilityforachievingbusinessresultsandperseveredespiteobstaclesUnderstandingtheBusinessDemonstrateaninterestinandanunderstandingofissuesrelevanttoyourdepartmentandhotelandkeepyourknowledgeuptodate,includinglegislativeinformationAdherestoIntercontinentalHotelsGroupCorporateCodeofConduct,EmployeeHandbookandHotelpoliciesDemonstratesanunderstandingofcompetitors’majorstrengthsandweaknessesEstablishesandinterpretskeyperformanceindicatorstomanagethebusiness,consistentlytakesintoaccountsfinancialimplicationsofbusinessdecisionsandrecommendationsHasabroadknowledgeofhowthebusinessisrun,focusesonthemajorfactorsnecessarytoensurethatthebusinessissuccessfulandprofitableProblemSolvingandDecisionMakingDiagnoseproblemsandthoroughlyanalyseinformationtoguidedecisionmakingEvaluateandassimilatecriticalinformationwhenreachingconclusionsandmakelogical,competentdecisionsCustomerFocusBuildandmaintainpositiverelationshipswithallinternalcustomersandguestsinordertoexceedtheirneedsTakeactiontoaddresstheseneedsinordertoexceedtheirexpectationsCreateapositivehotelimageineveryinteractionwithinternalandexternalcustomersAdheretohotelbrandstandardsMaintainahighlevelofproductandserviceknowledgeinordertoexplainandsellservicesandfacilitiestoguestsAssistguestsandescortthemtolocationswithinthehotelattheirrequestMaintainknowledgeofspecialprogramsandeventsinthehotelinordertorecognizeandrespondtoguestsneedsMaintaincurrentHotelinformationtobeabletoprovideinformationtoguestsImplementsprocedureswhichenhancetheguestexperienceInnovationGeneratenewideasandencouragecreativityfromyourstaffRecognizetheneedfornewandmodifiedapproachesTeamworkDemonstrateco-operationandtrustwithcolleagues,supervisors,teamsandacrossdepartmentstodeliverpositiveresultsActivelyparticipateinwiderhotelmeetingsInteractwithdepartmentandhotelstaffinaprofessionalandpositivemannertofostergoodrapport,promoteteamspiritandensureeffectivetwowaycommunicationAdaptabilityBecomfortableandeffectiveinanenvironmentofambiguityorchangeBereceptivetonewideasandrespondtoworkplacechangesinaflexibleandoptimisticmannerCompletetasksasdirectedbyManagementImpactandInfluencePromoteyourideaspersuasively,andshapetheopinionofsubordinatesandovercomeresistanceBuildconsensusforactionandnegotiatemutuallybeneficialsolutionstoproblemsEstablishinfluentialcontactswithsuppliersLeadingandDevelopingPeopleInspireotherstoexcelbyclearlycommunicatingbusinessvaluesanddirection,recognizinggoodperformanceandprovidingmanagerialsupportDeveloppotentialofothersthroughcoachinganddevelopmentopportunitiestobuildorganizationcapabilityforthefutureCulturalAwarenessUnderstandsandtakesintoaccounttheglobalnatureofthebusiness;workseffectivelywithcolleaguesfromdifferentviewpoints,culturesandcountriesJOBDESCRIPTIONJOBTITLE:BusinessCenterClerkAREA/DEPARTMENT:RoomsDivision/FrontOffice/BusinessCenterREPORTSTO:BusinessCenterSupervisorJobSummeryThispositionisresponsibleforrendingefficientservicetoallBusinessCenterguestrelatedtovariousservicebeingofferedtoclients.ResponsibilitiesTobefullyconversantwithallhotelactivities&facilities.TobeensurethatBusinessCenterisalwaysinorderandclean.TobefamiliarwithalltypesofservicesatBusinessCenter.Tosortoutalloutgoingfaxesandproceedimmediatelywiththedistributiontoconcernedpartieswithoutdelay.ToprojectanimageofdiscretionatalltimesandmaintainfoodrelationsamongBusinessCenterstaffandespeciallytoguests.Toberesponsibleforanefficientandup-datefilingsystemfortheBusinessCenterToattendtoguestsservicespromptlyandpreparetransactionformalitiesforproperchargesbasedontheservicerendered.Toreporttosupervisoranyinformationthatmaybeofinteresttoserviceenhancement,especially,BusinessCenterguestcomments.Toperformanyotherdutiesasmaybeassignedbysupervisors.TomakesurethatallinformationandguestcommentsarewrittenintheLogBookTomaintainandupdatetheB/ClibraryTomaintainahighstandardsofpersonalappearanceandbyhygieneatalltimes.BeabletotakereservationforBCguestsWelluseifpriorityclubprogram&BenefitsJobRequirementAbilitytobefamiliarwithallBusinessCenterservices,procedures,regulationsandequipments.AbilitytorendertoguestsservicerequirementsefficientlyTobefluentinEnglish,oralandwrittenAbilitytobeaccommodatingwithguest,polite,courteous,friendlyandwithhighsenseofresponsibilityAbilitytotypefastandaccuratelyAbilitytoperformindependentcorrespondenceAbilitytoanswerphonecallsandtakemessagesinafriendlyandcourteousmannerAbilitytofileandreceivedocumentsefficientlySUBJECT:OUTGOINGFAX發(fā)送.Policy政策Ensureallthefaxcanbesendingeffectively.確保所有準(zhǔn)確快速的傳送。Procedures程序1.Greettheguest- StandupwithsmileandgreetguestaskhowyoucanbeofassistancewhenguestapproachestoBusinessCentercounter,“Goodmorning,Sir/Madam,HowmayIhelpyou？〞toshowcourtesyandrespecttoguest- Ifbusywithphoneoranotherguest,Pleaseindicatetoguestthatyouwillattendtohimassoonaspossible,seattheguestfirst.問(wèn)候客人-當(dāng)客人走進(jìn)商務(wù)中心，員工起立微笑并主動(dòng)問(wèn)候客人，詢(xún)問(wèn)客人有什么可以效勞- 如果你正在中或效勞其他客人，要與進(jìn)入商務(wù)中心的客人點(diǎn)頭示意，并指引客人先坐下等候，并盡快為客人效勞。Getguestrequirement-Getguestsendfaxrequirement-Takethedocumentfromguest-Doublecheckwithfaxnumberandpagestoavoidmisunderstanding-Checkwiththeguestroomnumberandname詢(xún)問(wèn)客人的需求-得知客人需要發(fā)送-接過(guò)客人的文件-與客人確認(rèn)號(hào)碼及的總頁(yè)數(shù)-并詢(xún)問(wèn)客人的房號(hào)及姓名Quotation-Adviseguestthetotalamountofsendingfaxforguest’sreference.“Excusemesir,thepriceisRMB5/pageplusthetelephonecost〞報(bào)價(jià)-告知客人發(fā)送的價(jià)格防止客人投訴價(jià)格貴“發(fā)送的收費(fèi)是每頁(yè)5元外加費(fèi)〞Transmission傳送AAccordingthefaxnumbertosenditA按照客人號(hào)碼傳送IfthefaxsendingsuccessfulshowthefaxreporttoguestIfyouhavedifficultyingettingthroughafter2or3timestelltheguestandexplainthesituationthenasktheguestifhehasanotherfaxnumberIftheguestisverybusyandaskthestafftosendthefaxdocumenttohisroomaftertransmissiona)如果客人的文件成功發(fā)送要將報(bào)告給客人并告知客人傳送結(jié)果b) 如果客人的發(fā)2-3次仍然無(wú)法發(fā)送要告知客人并詢(xún)問(wèn)客人是否有其他的號(hào)碼如果客人有急事要去處理，要求先將發(fā)過(guò)去之后將原稿送到房間：DoubleconfirmtheguestnameandroomnumberConfirmtheguestrequirementConfirmguestpayment,ifthepriceisnotavailable,writedownthestandardpriceinvoucherandgetguestsignatureIfthefaxtransmissionissuccessful,leaveawrittenmessagetoguestroomtoinformthetotalpriceattachwiththetransmissionreportandoriginaldocumentIfthefaxtransmissionfailed,contactguestimmediatelythroughphonecallandaskforalternativefaxnumberLeaveawrittenmessageifguestnotintheroom首先與客人確認(rèn)房號(hào)及客人的姓名確認(rèn)客人的要求確認(rèn)付款方式，如果價(jià)錢(qián)不能確定將其收費(fèi)標(biāo)準(zhǔn)寫(xiě)在雜項(xiàng)收費(fèi)單請(qǐng)客人簽名確認(rèn)如果成功發(fā)送，留言給客人并告知客人消費(fèi)金額并將其原件及報(bào)告一并送到房間如果未能成功發(fā)送，通過(guò)直接聯(lián)系客人并詢(xún)問(wèn)是否有新的號(hào)碼如果客人不在房間手寫(xiě)留言給客人并告知情況BIftheguestwantstosendatthepointedtimeB定時(shí)發(fā)送1 Confirmtheexacttime2 Setupmachineasbelow:“定時(shí)發(fā)送〞輸入設(shè)定指定時(shí)間“設(shè)定〞輸入號(hào)碼“開(kāi)始〞掃描文件3 Checkthefaxmachineatthepointedtimetoseeifitworksproperly1和客人確認(rèn)發(fā)送時(shí)間2按照如下步驟操作：首先選擇“定時(shí)發(fā)送〞功能鍵輸入發(fā)送時(shí)間按“設(shè)定〞鍵輸入號(hào)碼按“開(kāi)始〞鍵掃描文件3到指定時(shí)間檢查機(jī)是否正常工作Payment- Checkthetelephonecostoffolio5inPMS- Confirmthepaymentwithguest收取費(fèi)用-在電腦系統(tǒng)的#5查詢(xún)費(fèi)用-與客人確認(rèn)付款方式CashFillinthemiscellaneousformwiththeexactpriceandgettheguestsignatureGivetheguestreceiptaftersettle客人以現(xiàn)金結(jié)算填寫(xiě)雜項(xiàng)收費(fèi)單并注明客人消費(fèi)金額并讓客人簽名結(jié)算完畢給客人提供發(fā)票ChargetoroomDoubleconfirmguestroomnumberandnameFillinthemiscellaneousformwiththeexactpriceandgettheguestsignaturePostthechargetotheguestfolioinPMSB)將費(fèi)用拋入房間與客人再次確認(rèn)房間號(hào)碼與姓名將填寫(xiě)準(zhǔn)確消費(fèi)金額的雜項(xiàng)收費(fèi)單給客人簽名予以確認(rèn)將其消費(fèi)輸入客人房間CreditCardSlipthecreditcardonthepostmachine,makesuretheamountiscorrect.ObtaintheguestsignatureonthevoucherFilloutthemiscellaneousformwiththeexactpriceandgettheguestsignatureGivetheguestonecreditcardslipattachwiththehotelinvoiceC)客人以信用卡方式結(jié)算在信用卡機(jī)上將客人消費(fèi)金額準(zhǔn)確無(wú)誤刷卡讓客人在信用卡單上簽名將填寫(xiě)準(zhǔn)確消費(fèi)金額的雜項(xiàng)收費(fèi)單給客人簽名予以確認(rèn)將信用卡回執(zhí)給客人并給客人酒店的發(fā)票6.Record記錄-Alltheondayoutgoingfaxmustrecordedontheoutgoingfaxcontrolsheetmanually每天發(fā)送當(dāng)班同事必須登記在記錄上-Controlsheetdetails:記錄包括Date日期RoomNo房間號(hào)碼GuestName/Sendername客人姓名/發(fā)件人姓名FaxNumber/companyname號(hào)碼/公司名稱(chēng)Pages&Surcharge頁(yè)數(shù)及效勞費(fèi)TelephoneCost本錢(qián)Miscellaneouscharge雜項(xiàng)收費(fèi)單單號(hào)BCClerk/Handleby經(jīng)手人Payment付款方式Remarks備注-Bshiftstaffneedtoprintonfaxreportfromfaxmachineat23:00andsubmittoF&BS每天晚班員工在23：00需在機(jī)將報(bào)告打印一份交財(cái)務(wù)部。Note:***Destroytheoriginaldocumentiftheguestdonotwanttokeepit***Thestaffcannotmentionthefaxcontentsintended注意：***如果客人不需要將文件保存員工應(yīng)立即幫助銷(xiāo)毀***員工不允許成心的談及文件相關(guān)內(nèi)容SUBJECT:PHOTOCOPYPROCEDURE復(fù)印效勞.Policy政策Ensureofferefficientandclarityphotocopyservicetoguest為了確保提供高效清晰的復(fù)印效勞給客人Procedures程序1.Greettheguest-StandupwithsmileandgreetguestaskhowyoucanbeofassistancewhenguestapproachestoBusinessCentercounter,“Goodmorning,Sir/Madam,HowmayIhelpyou？〞toshowcourtesyandrespecttoguest-Ifbusywithphoneoranotherguest,Pleaseindicatetoguestthatyouwillattendtohimassoonaspossible,seattheguestfirst.問(wèn)候客人-當(dāng)客人走進(jìn)商務(wù)中心，員工起立微笑并主動(dòng)問(wèn)候客人，詢(xún)問(wèn)客人有什么可以效勞-如果你正在中或效勞其他客人，要與進(jìn)入商務(wù)中心的客人點(diǎn)頭示意，并指引客人先坐下等候，并盡快為客人效勞。2.Getguestrequirement-Getguestcopyrequirement-Quotation-Getguestdocument-Doublecheckguestroomnumberandguestname-Confirmguestrequirement詢(xún)問(wèn)客人的需求-得到客人復(fù)印的需求-報(bào)價(jià)-接過(guò)客人的文件-確認(rèn)客人的房間號(hào)碼和姓名-確認(rèn)客人復(fù)印的要求3.MakingcopyAutoCopyPleaseflowingthestepsasbelow:PlacetheoriginalsintheoptionalpapertrayAdjustthesideguidetofitthesizeofyouroriginalsMakesureplacetheoriginalsfaceuponthepapertray復(fù)印自動(dòng)復(fù)印按照以下步驟進(jìn)行自動(dòng)復(fù)印將原件放入面盤(pán)上根據(jù)客人的要求調(diào)節(jié)機(jī)器調(diào)節(jié)器保持原件的正面朝上ManualcopyPleaseflowingthestepsasbelow:-Ifcopyisabindingorfiledocumentorbook,placetheoriginalsontheplatenglass1)LifttheplatenglasscoverPlacetheoriginalsontheplatenglassfacedownwardGentlyputofftheplatenglasscoverSelecttraytypeofpaperrequired(A3orA4)手動(dòng)復(fù)印請(qǐng)按照如下步驟進(jìn)行操作：-如果客人的原件是裝訂文件中的一張或一本書(shū)，把文件的正面朝上翻開(kāi)復(fù)印機(jī)的蓋子將原件面〔有字面〕朝下放在復(fù)印機(jī)的面盤(pán)上蓋上蓋子根據(jù)紙張的大小來(lái)調(diào)節(jié)按紐進(jìn)行復(fù)印Specialrequirement- PaginationcopyAllthestepswillfollowingAutocopy,butmustturnonpaginationbutton- IDcopy- Doublesidescopy- TransparencycopyIftheguestwantstocopylotsoftransparency,mustcopyitonebyone,avoidthetransparencyadhibitstogetherC〕特殊要求- 分頁(yè)復(fù)印所有的步驟遵循自動(dòng)復(fù)印，但是在復(fù)印之前必須先按分頁(yè)功能按紐-身份證復(fù)印-雙面復(fù)印-膠片復(fù)印如果客人復(fù)印大量的膠片切記不能進(jìn)行快捷復(fù)印，必須一頁(yè)一頁(yè)的復(fù)印，以防止文件粘在一起4.Confirmthecopywithguest-Allcopiesmusttryonepageandshowtoguestconfirm和客人確認(rèn)復(fù)印的效果-所有的復(fù)印必須先復(fù)印一張測(cè)試頁(yè)并與客人確認(rèn)其效果，如果客人滿(mǎn)意將按照客人的需求復(fù)印5.Getbackoriginalandcopiestoguest-Doubleconfirmwiththeguesttomeethisneedsandpasstheoriginaldocumenttotheguestwithtwohands將原件和復(fù)印件歸還給客人-雙手將原件和復(fù)印件交給客人，并和客人確認(rèn)復(fù)印效果6.Payment-Confirmthepaymentwithguest收取費(fèi)用并輸入電腦-與客人確認(rèn)付款方式CashFillinthemiscellaneousformwiththeexactpriceandgettheguestsignatureGivetheguestreceiptaftersettle客人以現(xiàn)金結(jié)算填寫(xiě)雜項(xiàng)收費(fèi)單并注明客人消費(fèi)金額并讓客人簽名結(jié)算完畢給客人提供發(fā)票B〕ChargetoroomDoubleconfirmguestroomnumberandnameFillinthemiscellaneousformwiththeexactpriceandgettheguestsignaturePostthechargetotheguestfolioinPMS將費(fèi)用拋入房間與客人再次確認(rèn)房間號(hào)碼與姓名將填寫(xiě)準(zhǔn)確消費(fèi)金額的雜項(xiàng)收費(fèi)單給客人簽名予以確認(rèn)將其消費(fèi)輸入客人房間C〕CreditCardSlipthecreditcardonthepostmachine,makesuretheamountiscorrect.ObtaintheguestsignatureonthevoucherFilloutthemiscellaneousformwiththeexactpriceandgettheguestsignatureGivetheguestonecreditcardslipattachwiththehotelinvoice客人以信用卡方式結(jié)算在信用卡機(jī)上將客人消費(fèi)金額準(zhǔn)確無(wú)誤刷卡讓客人在信用卡單上簽名將填寫(xiě)準(zhǔn)確消費(fèi)金額的雜項(xiàng)收費(fèi)單給客人簽名予以確認(rèn)將信用卡回執(zhí)給客人并給客人酒店的發(fā)票SUBJECT:TYPINGSERVICE打字效勞Policy政策Offertheefficiencyaccuratesecretaryservice提供精確的秘書(shū)效勞Procedures程序1.Greettheguest- StandupwithsmileandgreetguestaskhowyoucanbeofassistancewhenguestapproachestoBusinessCentercounter,“Goodmorning,Sir/Madam,HowmayIhelpyou？〞toshowcourtesyandrespecttoguest- Ifbusywithphoneoranotherguest,Pleaseindicatetoguestthatyouwillattendtohimassoonaspossible,seattheguestfirst.問(wèn)候客人-當(dāng)客人走進(jìn)商務(wù)中心，員工起立微笑并主動(dòng)問(wèn)候客人，詢(xún)問(wèn)客人有什么可以效勞-如果你正在中或效勞其他客人，要與進(jìn)入商務(wù)中心的客人點(diǎn)頭示意，并指引客人先坐下等候，并盡快為客人效勞。2.Getguestrequirement-Getguesttypingrequirement-Offerthepriceimmediately-Doublecheckguestnameandroomnumber-Readthroughwithguestanddoublechecktheunclearwriting-Confirmguestrequirement-Confirmwithguestforthecompletiontime詢(xún)問(wèn)客人的需求-得到客人需要打字的要求-報(bào)價(jià)-確認(rèn)客人的姓名及房間號(hào)碼-首先初步的對(duì)文件瀏覽一遍，并向客人指出不清晰的地方-確認(rèn)客人的需求-告知客人完成此文件大約需要的時(shí)間3.Typing-Accordingtoguestrequestfortyping-Printadraftforguestdoublecheck打字-按照客人的要求進(jìn)行打字-打印草稿供客人檢查4.Printthedocument打印文件-Afterproofreadingandwhenguestissatisfiedwiththetyping,doubleconfirmthenumberofcopiesrequest-Iftheguestnospecialrequirementanddeletethedocumentimmediately-當(dāng)按照客人的要求修改完后客人也很滿(mǎn)意打的效果，按照客人要求的分?jǐn)?shù)進(jìn)行打印-按照客人的要求保存文件，如果客人沒(méi)有特殊的需求將其文件立刻刪除5.ChargeandpostinginsystemConfirmthepaymentwithguest收取費(fèi)用并輸入電腦-與客人確認(rèn)付款方式CashFillinthemiscellaneousformwiththeexactpriceandgettheguestsignatureGivetheguestreceiptaftersettle客人以現(xiàn)金結(jié)算填寫(xiě)雜項(xiàng)收費(fèi)單并注明客人消費(fèi)金額并讓客人簽名結(jié)算完畢給客人提供發(fā)票ChargetoroomDoubleconfirmguestroomnumberandnameFillinthemiscellaneousformwiththeexactpriceandgettheguestsignaturePostthechargetotheguestfolioinPMS客人掛房帳與客人再次確認(rèn)房間號(hào)碼與姓名將填寫(xiě)準(zhǔn)確消費(fèi)金額的雜項(xiàng)收費(fèi)單給客人簽名予以確認(rèn)將其消費(fèi)輸入客人房間CreditCardSlipthecreditcardonthepostmachine,makesuretheamountiscorrect.ObtaintheguestsignatureonthevoucherFilloutthemiscellaneousformwiththeexactpriceandgettheguestsignatureGivetheguestonecreditcardslipattachéwiththehotelinvoice客人以信用卡方式結(jié)算在信用卡機(jī)上將客人消費(fèi)金額準(zhǔn)確無(wú)誤刷卡獲得客人的簽名在信用卡單上將填寫(xiě)準(zhǔn)確消費(fèi)金額的雜項(xiàng)收費(fèi)單給客人簽名予以確認(rèn)給客人信用卡單回執(zhí)并附上酒店的發(fā)票Note:***Destroytheoriginaldocumentiftheguestdonotwanttokeepit***Thestaffcannotmentionthedocumentcontentsintended注意:***如果客人不需要將文件保存員工應(yīng)立即幫助銷(xiāo)毀***員工不允許成心的談及文件相關(guān)內(nèi)容SUBJECT:LAMINATIONSERVICE過(guò)塑效勞Policy政策Ensureoffergoodlaminationservicetomeetguestbusinessrequirement確保提供良好的過(guò)塑效勞使客人滿(mǎn)意。Procedures程序1.Greettheguest- StandupwithsmileandgreetguestaskhowyoucanbeofassistancewhenguestapproachestoBusinessCentercounter,“Goodmorning,Sir/Madam,HowmayIhelpyou？〞toshowcourtesyandrespecttoguest- Ifbusywithphoneoranotherguest,Pleaseindicatetoguestthatyouwillattendtohimassoonaspossible,seattheguestfirst.問(wèn)候客人-當(dāng)客人走進(jìn)商務(wù)中心，員工起立微笑并主動(dòng)問(wèn)候客人，詢(xún)問(wèn)客人有什么可以效勞-如果你正在中或效勞其他客人，要與進(jìn)入商務(wù)中心的客人點(diǎn)頭示意，并指引客人先坐下等候，并盡快為客人效勞。2.Getguestrequirement-Getguestlaminationrequirement-Getthephotoordocumentfromguest-Doublecheckguestnameandroomnumber-Quotation詢(xún)問(wèn)客人的需求-客人需要過(guò)塑效勞-得到客人需要過(guò)塑的文件或者照片-確認(rèn)客人的姓名或者房間號(hào)碼-報(bào)價(jià)3.ProvideplasticLaminationservice提供過(guò)膠效勞-Confirmguestlaminationsize-Choosetherightlaminationpaper-Turnonthelaminationmachineforpreheating〔putiton65℃-Parttheplasticandputthephotoorpaperinthemiddle-Whenthemachineisready(thelightturnedred)Putthephotowithplasticintothelaminationmachineentries.-確認(rèn)客人過(guò)塑所文件或者照片的尺寸_選擇適宜的過(guò)膠膜將過(guò)塑機(jī)預(yù)熱〔將其溫度調(diào)節(jié)至65℃-將其過(guò)膠膜翻開(kāi)，將紙張或者照片放在中間并調(diào)好-當(dāng)機(jī)器預(yù)熱結(jié)束后，〔紅色指示燈變亮〕,將帶有膠片的紙張放入過(guò)膠機(jī)。4.Passingtheproducttoguest-Whenfinishandshowthemtotheguestdoublecheck-Ensuretheguestsatisfyandofferanotherassistant將過(guò)膠好的文件交給客人-當(dāng)已經(jīng)過(guò)膠好后，請(qǐng)按照紙張的順序整理好并讓客人檢查-詢(xún)問(wèn)客人是否滿(mǎn)意及是否需要其他的幫助5.Chargeandpostinginsystem-ConfirmthepaymentwithguestCashFillinthemiscellaneousformwiththeexactpriceandgettheguestsignatureGivetheguestreceiptaftersettleChargetoroomDoubleconfirmguestroomnumberandnameFillinthemiscellaneousformwiththeexactpriceandgettheguestsignaturePostthechargetotheguestfolioinPMSCreditCardSlipthecreditcardonthepostmachine,makesuretheamountiscorrect.ObtaintheguestsignatureonthevoucherFilloutthemiscellaneousformwiththeexactpriceandgettheguestsignatureGivetheguestonecreditcardslipattachwiththehotelinvoice收取費(fèi)用并輸入電腦-與客人確認(rèn)付款方式客人以現(xiàn)金結(jié)算填寫(xiě)雜項(xiàng)收費(fèi)單并注明客人消費(fèi)金額并讓客人簽名結(jié)算完畢給客人提供發(fā)票客人掛房帳與客人再次確認(rèn)房間號(hào)碼與姓名將填寫(xiě)準(zhǔn)確消費(fèi)金額的雜項(xiàng)收費(fèi)單給客人簽名予以確認(rèn)將其消費(fèi)輸入客人房間客人以信用卡方式結(jié)算在信用卡機(jī)上將客人消費(fèi)金額準(zhǔn)確無(wú)誤刷卡讓客人在信用卡單上簽名c)將填寫(xiě)準(zhǔn)確消費(fèi)金額的雜項(xiàng)收費(fèi)單給客人簽名予以確認(rèn)d) 將信用卡回執(zhí)給客人并給客人酒店的發(fā)票SUBJECT:BINDINGSERVICE裝訂效勞Policy政策Ensurethedocumentwillbevivaciousandquicklybindingforguests’request確保文件被準(zhǔn)確而快速的裝訂Procedure程序1.Greettheguest- StandupwithsmileandgreetguestaskhowyoucanbeofassistancewhenguestapproachestoBusinessCentercounter,“Goodmorning,Sir/Madam,HowmayIhelpyou？〞toshowcourtesyandrespecttoguest- Ifbusywithphoneoranotherguest,Pleaseindicatetoguestthatyouwillattendtohimassoonaspossible,seattheguestfirst.問(wèn)候客人當(dāng)客人走進(jìn)商務(wù)中心，員工起立微笑并主動(dòng)問(wèn)候客人，詢(xún)問(wèn)客人有什么可以效勞如果你正在中或效勞其他客人，要與進(jìn)入商務(wù)中心的客人點(diǎn)頭示意，并指引客人先坐下等候，并盡快為客人效勞。Getguestrequirement-Getguestbindingrequirement-Doublecheckguestroomnumberandguestname-Quotation-Checkthenumberp