1、 - Business CenterTABLE OF CONTENTSPart OnePart 1Welcome Letter From Director of Rooms Page 03Departmental Organization Chart Page 04Part 2 BC Vision &Mission Page05 BC Tariff Page06 Job Descriptionl BC SupervisorPage 07l BC ClerkPage 11 Standard Operating Proceduresl Outgoing fax Page 13l Photocopy2、 Service Page 15l Typing Service Page 18l Lamination Service Page 20l Binding ServicePage 22l Translation ServicePage 24l Express Service Page 27l Equipment Rental Service Page 30l Inter-net Service Page 33l E-mail Service Page 35l Telephone Service Page 36l Bus Ticket Service Page 38l Ferry Ticket 3、Service Page 41l Confirm & Change air ticket Page 43l Duty Description Page 45Part 3 Priority Club Reward Page 48 Terminology Page 51 Part 4 Acknowledgement letter by employeePage 57Dear team member,Firstly, a very warm welcome to the Crowne Plaza Shenzhen as part of Front Office Department. Our key4、 to success depends very much on your positive attitude, creative flair and eye to details. We are committed to develop people through knowledge enlarging, skill training and workforce motivation. Your remarkable contribution in Front Office Department will be greatly appreciated.真诚欢迎您加入深圳威尼斯皇冠假日酒店，5、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。I wish you a pleasant and fruitful working experience at Front Office Department.祝愿您在这个团队里工作愉快，并获得宝贵的工作经历。Yours truly,此致FRONT OFFICE ORGANIZATION CHARTBusiness Center Concept商务中心的定义Business Center 6、is an office away from guests own office. We also supply the secretary service whenever guest need.商务中心是客人办公室以外的办公室，在客人没有秘书的情况下也能满足客人的秘书需求。 Business Center Mission Statement商务中心使命宣言To be the best Business Center in all the hotels of ShenZhen by seeking outstanding service to our guest. Strengthen co7、operation, heighten skill, enrich economic and trade knowledge to perfect itself, Meet & overstep customers different requirements with friendly, quick and precise services. Protect equipment, control cost, propagandize and sell broadly all service items of Business Center to increase profits.追求卓越的服8、务，使商务中心成为深圳所有酒店中最好的商务中心。增强合作，不断完善自己，提高服务技能和经贸知识，以友好、快捷和准确的服务满足并超越客人的不同需求。保护设施，控制成本，全面宣传并推销商务中心的各项服务，以提高利润。 Business Center Tariff商 务 中 心 价 目 表Currency in RMB 货币：人民币Office Equipment 办公室设备One Hour Half Day Whole Day 1小时 半 天 1天Data Projector 数据影仪 400 1500 3000Portable Computer 手提电脑 100 300 600Laser Pri9、nter 激光打印机 100 300 600Fax Machine 传真机 100 300 600Slide Projector 幻灯机 50 200 400Speak Phone 电话机 30 80 150DVD Machine DVD机 50 200 300VCR 录影机 300Portable Computer Card 电脑上网卡 50Wireless LAN Card 无线上网卡 50* Advance deposit is required for any equipment rental. 租用设备需缴纳押金。Photocopy Service 复印服务 Lamination S10、ervice 过塑服务A4 Size A4尺寸3yuan/Page 3元/页 ID Size ID尺寸 8yuan/Page 8元/页A3 Size A3尺寸6yuan/Page 6元/页 B5 Size B5尺寸15yuan/Page 15元/页Transparency胶片18yuan/Page 18元/页 A4 Size A4尺寸30yuan/Page 30元/页Paper纸张A4尺寸 2yuan/Page 2元/页 Telephone 电话IDD/DDD长途电话Cost+15% Surcharge成本+15%服务费Local Call 市 话3 min. / 1yuan 3分钟/1元* 11、Local Call : Free of charge for in-house guest 市话：住店客人免费Outgoing Fax 发出传真HK, Macau & Taiwan香港、台湾及澳门IDD Cost+5yuan/Page通讯费+5元/页服务费International国际IDD Cost+5yuan/Page通讯费+5元/页服务费Domestic国内DDD Cost+5yuan/Page通讯费+5元/页服务费Local（Shenzhen） 深圳市内5yuan/Page5元/页Incoming Fax 发进传真In-House Guest 住店客人Complimentary 免费12、Outside Guest非住店客人 5yuan/Page5元/页Secretarial Service 秘书服务Chinese Typing （A4 Size） 中文打字（A4尺寸）80yuan/Page 80元/页English Typing （A4 Size） 英文打字（A4尺寸） 70yuan/Page 70元/页Laser Printing 激光打印15yuan/Page 15元/页Color Printing （A4 Size） 彩色打印（A4 尺寸）20yuan/Page20元/页Disk Sale （3.5 inch） 3.5英寸磁盘15yuan/Page15元/张Scanni13、ng Service 扫描服务25yuan/Page 25元/页Binding Service 装订服务30yuan/Set 30元/套Translation 翻译服务Cost+15% Surcharge成本+15%服务费Secretarial Service 秘书服务Cost+15% Surcharge 成本+15%服务费Shorthand Service 速记服务Cost+15% Surcharge成本+15%服务费Mail Service 快递服务Cost+15% Surcharge成本+15%服务费CD Copy 光碟复制 50yuan/disk50元/个*Mobile Phone I14、n-Charge: RMB20/time for outside guest手机电池充电：店外客RMB20/次Newspaper Service 报纸出售South China Morning Post南华早报25yuan/set25元/份The Asahi Shim Bun 朝日新闻 50yuan/set50元/份USA. Today 今日美国25yuan/set25元/份The Straits Times 海峡时报25yuan/set25元/份Oriental Daily News 东方日报 25yuan/set25元/份Ta Kung Pao 大 公 报10yuan/set10元/份Gu15、est Workstation 客用电脑工作站E-Mail/Internet Usage 电子邮件及国际互联网使用30yuan/half an hour 30元/半小时60yuan/hour 60元/小时Each Workstation is equipped with: 1 Keyboard, 1 Personal Computer, 1 Laser Printer, 1 Telephone and Internet.每间电脑工作站装备有：1个每间电脑工作站装备有：1个键盘，1台电脑，1台激光打印机，1部电话及上网设施。JOB DESCRIPTIONJOB TITLE:Business Ce16、nter Supervisor AREA/DEPARTMENT: Rooms Division / Front Office / Business CenterREPORTS TO:DOR / ADOR / FOM / AFOM/Guest Service ManagerPOSITIONS SUPERVISED:Business Center Clerk JOB SCOPE:Under the general direction of the Front Office Manager and within the limits of established InterContinental H17、otels Group and local policies and procedures, oversees and directs all aspects of the Business Centre function to achieve the highest possible guest satisfaction and profit. Promotes the desired work culture around the five core values of Trust, Integrity, Respect, One Team and Service of the Inter18、Continental Hotels Group and the brand ethos Key Responsibilities Monitor Business Center personnel to ensure maximum guest satisfaction through personal recognition and prompt cordial attention Manage and provide direction for day-to-day operation and administration of all components of Business Ce19、nter Appraise appearance, discipline and efficiency of all staff order direct supervision and initiate immediate remedial action if necessary Set up guests business appointments Ensure stationery supplies are maintained to standard, ordering in advance when required Manage the routine servicing of e20、quipment Organize and conduct regular meetings for all Business Center staff to facilitate communication and a smooth operation Participate in broader Front Office meetings to keep abreast of issues in the department and inform your staff of same Forecast future business trends on a monthly basis Pl21、an strategies to take full benefit of forecasted business trends Analyse business centres strengths, weaknesses and opportunities Develop and implement action plans to improve strengths, overcome weaknesses and capture opportunities Assist in planning and co-ordinating activities to ensure that a bu22、dgeted sales targets are met or exceeded Complete regular market surveys of competitors products Assist with the development of strategies based on market research that will ensure achievement of market share and outlet profit targets Approve leave after reviewing hotel occupancies Prepares efficien23、t work schedule for Business Centre staff, arranging holidays and vacation, taking into consideration project occupancy and forecasts and any large group movements, especially those with early or late arrivals or departuresHuman Resource Responsibilities Works with Superior and Human Resource Manage24、r to ensure the departmental performance of staff is productive. Duties include:o Assists in planning for future staffing needs o Assists in recruiting in line with company guidelines o Prepares and administers detailed induction program for new staffo Maintains a comprehensive, current and guest fo25、cused set of departmental standards and procedures and oversees their implementationo Ensures training needs analysis of Business Centre staff is carried out and training programmes are designed and implemented to meet needso Conducts on the job training and maintains a comprehensive list of trainin26、g progress for all staffo Conducts probation and formal performance appraisal discussions in line with company guidelines o Coaches, counsels and disciplines staff, providing constructive feedback to enhance performanceo Regularly communicates with staff and maintains good relationsFinancial Respons27、ibilities Works with superior in the preparation and management of the departments budget. Duties include:o Assists in co-ordinating the preparation of the departmental annual budgeto Controls and monitors departmental costs on an ongoing basis to ensure performance against budgetOccupational Health28、 and Safety Responsibilities Demonstrate Awareness of OH&S policies and procedures and ensure all procedures are conducted safely and within OH&S guidelines and ensure your direct reports do the same Be aware of duty of care and adhere to occupational, health and safety legislation, policies and pro29、cedures Be familiar with property safety, first aid and fire and emergency procedures and operate equipment safely and sensibly Initiate action to correct a hazardous situation and notify supervisors of potential dangers Log security incidents and accidents in accordance with hotel requirementsKey C30、ompetenciesKey TasksDrive For Results Compete against a standard of excellence by setting high performance standards and pursuing aggressive goals Strive for constant improvements and takes responsibility for achieving business results and persevere despite obstacles Understanding the Business Demon31、strate an interest in and an understanding of issues relevant to your department and hotel and keep your knowledge up to date, including legislative information Adheres to Intercontinental Hotels Group Corporate Code of Conduct, Employee Handbook and Hotel policies Demonstrates an understanding of c32、ompetitors major strengths and weaknesses Establishes and interprets key performance indicators to manage the business, consistently takes into accounts financial implications of business decisions and recommendations Has a broad knowledge of how the business is run, focuses on the major factors nec33、essary to ensure that the business is successful and profitableProblem Solving and Decision Making Diagnose problems and thoroughly analyse information to guide decision making Evaluate and assimilate critical information when reaching conclusions and make logical, competent decisionsCustomer Focus 34、Build and maintain positive relationships with all internal customers and guests in order to exceed their needs Take action to address these needs in order to exceed their expectations Create a positive hotel image in every interaction with internal and external customers Adhere to hotel brand stand35、ards Maintain a high level of product and service knowledge in order to explain and sell services and facilities to guests Assist guests and escort them to locations within the hotel at their request Maintain knowledge of special programs and events in the hotel in order to recognize and respond to 36、guests needs Maintain current Hotel information to be able to provide information to guests Implements procedures which enhance the guest experienceInnovation Generate new ideas and encourage creativity from your staff Recognize the need for new and modified approachesTeamwork Demonstrate co-operati37、on and trust with colleagues, supervisors, teams and across departments to deliver positive results Actively participate in wider hotel meetings Interact with department and hotel staff in a professional and positive manner to foster good rapport, promote team spirit and ensure effective two way com38、municationAdaptability Be comfortable and effective in an environment of ambiguity or change Be receptive to new ideas and respond to workplace changes in a flexible and optimistic manner Complete tasks as directed by ManagementImpact and Influence Promote your ideas persuasively, and shape the opin39、ion of subordinates and overcome resistance Build consensus for action and negotiate mutually beneficial solutions to problemsEstablish influential contacts with suppliersLeading and Developing People Inspire others to excel by clearly communicating business values and direction, recognizing good pe40、rformance and providing managerial support Develop potential of others through coaching and development opportunities to build organization capability for the futureCultural Awareness Understands and takes into account the global nature of the business; works effectively with colleagues from differe41、nt viewpoints, cultures and countriesJOB DESCRIPTIONJOB TITLE:Business Center ClerkAREA/DEPARTMENT: Rooms Division / Front Office / Business Center REPORTS TO:Business Center SupervisorJob SummeryThis position is responsible for rending efficient service to all Business Center guest related to vario42、us service being offered to clients.Responsibilities1. To be fully conversant with all hotel activities & facilities.2. To be ensure that Business Center is always in order and clean.3. To be familiar with all types of services at Business Center.4. To sort out all outgoing faxes and proceed immedia43、tely with the distribution to concerned parties without delay.5. To project an image of discretion at all times and maintain food relations among Business Center staff and especially to guests.6. To be responsible for an efficient and up-date filing system for the Business Center7. To attend to gues44、ts services promptly and prepare transaction formalities for proper charges based on the service rendered.8. To report to supervisor any information that may be of interest to service enhancement, especially, Business Center guest comments.9. To perform any other duties as may be assigned by supervi45、sors.10. To make sure that all information and guest comments are written in the Log Book11. To maintain and update the B/C library12. To maintain a high standards of personal appearance and by hygiene at all times.13. Be able to take reservation for BC guests14. Well use if priority club program & 46、BenefitsJob Requirement 1. Ability to be familiar with all Business Center services, procedures, regulations and equipments.2. Ability to render to guests service requirements efficiently3. To be fluent in English, oral and written 4. Ability to be accommodating with guest, polite, courteous, friend47、ly and with high sense of responsibility5. Ability to type fast and accurately6. Ability to perform independent correspondence7. Ability to answer phone calls and take messages in a friendly and courteous manner8. Ability to file and receive documents efficiently SUBJECT: OUTGOING FAX发送传真.Policy 政策E48、nsure all the fax can be sending effectively.确保所有传真准确快速的传送。Procedures 程序 1. Greet the guest-Stand up with smile and greet guest ask how you can be of assistance when guest approaches to Business Center counter, “Good morning, Sir/Madam, How may I help you？” to show courtesy and respect to guest-If b49、usy with phone or another guest, Please indicate to guest that you will attend to him as soon as possible, seat the guest first.问候客人- 当客人走进商务中心，员工起立微笑并主动问候客人，询问客人有什么可以效劳-如果你正在电话中或服务其他客人，要与进入商务中心的客人点头示意，并指引客人先坐下等候，并尽快为客人服务。2. Get guest requirement- Get guest send fax requirement - Take the document f50、rom guest - Double check with fax number and pages to avoid misunderstanding - Check with the guest room number and name询问客人的需求- 得知客人需要发送传真- 接过客人的文件- 与客人确认传真号码及传真的总页数- 并询问客人的房号及姓名3. Quotation - Advise guest the total amount of sending fax for guests reference.“Excuse me sir , the price is RMB5/ page51、 plus the telephone cost”报价- 告知客人发送传真的价格避免客人投诉价格贵 “发送传真的收费是每页5元外加电话费”4. Transmission传送A According the fax number to send it A 按照客人传真号码传送a) If the fax sending successful show the fax report to guestb) If you have difficulty in getting through after 2 or 3 times tell the guest and explain the situatio52、n then ask the guest if he has another fax numberc) If the guest is very busy and ask the staff to send the fax document to his room after transmissiona) 如果客人的文件成功发送要将传真报告给客人并告知客人传送结果b) 如果客人的传真发2-3次仍然无法发送要告知客人并询问客人是否有其他的号码d) 如果客人有急事要去处理，要求先将传真发过去之后将原稿送到房间：1. Double confirm the guest name and room nu53、mber 2. Confirm the guest requirement 3. Confirm guest payment, if the price is not available, write down the standard price in voucher and get guest signature4. If the fax transmission is successful, leave a written message to guest room to inform the total price attach with the transmission report54、 and original document 5. If the fax transmission failed, contact guest immediately through phone call and ask for alternative fax number6. Leave a written message if guest not in the room 1. 首先与客人确认房号及客人的姓名2. 确认客人的要求3. 确认付款方式，如果价钱不能确定将其收费标准写在杂项收费单请客人签名确认4. 如果传真成功发送，留言给客人并告知客人消费金额并将其原件及传真报告一并送到房间5. 55、如果传真未能成功发送，通过电话直接联系客人并询问是否有新的传真号码6. 如果客人不在房间手写留言给客人并告知情况 B If the guest wants to send at the pointed time B 定时发送1Confirm the exact time 2Set up machine as below: “定时发送”-输入设定指定时间-“设定”-输入传真号码-“开始”- 扫描文件3Check the fax machine at the pointed time to see if it works properly 1 和客人确认发送时间2 按照如下步骤操作：首先选择“定时56、发送”功能键-输入发送传真时间-按“设定”键-输入传真号码-按“开始”键-扫描文件 3 到指定时间检查传真机是否正常工作5. Payment-Check the telephone cost of folio 5 in PMS-Confirm the payment with guest 收取费用-在电脑系统的#5查询电话费用-与客人确认付款方式A) Casha) Fill in the miscellaneous form with the exact price and get the guest signatureb) Give the guest receipt after settl57、eA) 客人以现金结算a) 填写杂项收费单并注明客人消费金额并让客人签名b) 结算完毕给客人提供发票B) Charge to rooma) Double confirm guest room number and name b) Fill in the miscellaneous form with the exact price and get the guest signaturec) Post the charge to the guest folio in PMSB) 将费用抛入房间a) 与客人再次确认房间号码与姓名b) 将填写准确消费金额的杂项收费单给客人签名予以确认c) 将其消费输58、入客人房间C) Credit Carda) Slip the credit card on the post machine, make sure the amount is correct.b) Obtain the guest signature on the voucherc) Fill out the miscellaneous form with the exact price and get the guest signatured) Give the guest one credit card slip attach with the hotel invoiceC) 客人以信用卡59、方式结算a) 在信用卡机上将客人消费金额准确无误刷卡b) 让客人在信用卡单上签名c) 将填写准确消费金额的杂项收费单给客人签名予以确认d) 将信用卡回执给客人并给客人酒店的发票6. Record 记录- All the on day outgoing fax must recorded on the outgoing fax control sheet manually每天发送传真当班同事必须登记在传真记录上- Control sheet details: 记录包括a) Date 日期b) Room No 房间号码c) Guest Name/Sender name 客人姓名/发件人姓名d) F60、ax Number/ company name 传真号码/公司名称e) Pages & Surcharge 页数及服务费f) Telephone Cost 电话成本 g) Miscellaneous charge 杂项收费单单号h) BC Clerk/Handle by 经手人i) Payment 付款方式j) Remarks 备注- B shift staff need to print on fax report from fax machine at 23:00 and submit to F&BS每天晚班员工在23：00需在传真机将传真报告打印一份交财务部。Note: *Destroy61、 the original document if the guest do not want to keep it *The staff can not mention the fax contents intended注意： *如果客人不需要将文件保存员工应立即帮助销毁 *员工不允许故意的谈及文件相关内容 SUBJECT: PHOTOCOPY PROCEDURE复印服务.Policy 政策Ensure offer efficient and clarity photocopy service to guest为了确保提供高效清晰的复印服务给客人Procedures 程序 1. Greet 62、the guest- Stand up with smile and greet guest ask how you can be of assistance when guest approaches to Business Center counter, “Good morning, Sir/Madam, How may I help you？” to show courtesy and respect to guest- If busy with phone or another guest, Please indicate to guest that you will attend t63、o him as soon as possible, seat the guest first.问候客人- 当客人走进商务中心，员工起立微笑并主动问候客人，询问客人有什么可以效劳- 如果你正在电话中或服务其他客人，要与进入商务中心的客人点头示意，并指引客人先坐下等候，并尽快为客人服务。2. Get guest requirement- Get guest copy requirement - Quotation - Get guest document- Double check guest room number and guest name - Confirm guest requirem64、ent询问客人的需求- 得到客人复印的需求- 报价- 接过客人的文件- 确认客人的房间号码和姓名- 确认客人复印的要求3. Making copy A) Auto Copy Please flowing the steps as below:- Place the originals in the optional paper tray- Adjust the side guide to fit the size of your originals- Make sure place the originals face up on the paper tray复印A) 自动复印按照以下步骤进行65、自动复印- 将原件放入面盘上- 根据客人的要求调节机器调节器- 保持原件的正面朝上B) Manual copyPlease flowing the steps as below:-If copy is a binding or file document or book, place the originals on the platen glass1) Lift the platen glass cover2) Place the originals on the platen glass face downward3) Gently put off the platen glass cov66、er4) Select tray type of paper required (A3 or A4 )B) 手动复印请按照如下步骤进行操作：-如果客人的原件是装订文件中的一张或一本书，把文件的正面朝上1) 打开复印机的盖子2) 将原件面（有字面）朝下放在复印机的面盘上3) 盖上盖子4) 根据纸张的大小来调节按纽进行复印C) Special requirement -Pagination copy All the steps will following Auto copy, but must turn on pagination button -ID copy -Double sides co67、py -Transparency copy If the guest wants to copy lots of transparency, must copy it one by one, avoid the transparency adhibits togetherC）特殊要求-分页复印所有的步骤遵循自动复印，但是在复印之前必须先按分页功能按纽- 身份证复印- 双面复印- 胶片复印如果客人复印大量的胶片切记不能进行快捷复印，必须一页一页的复印，以避免文件粘在一起4. Confirm the copy with guest- All copies must try one page and68、 show to guest confirm和客人确认复印的效果- 所有的复印必须先复印一张测试页并与客人确认其效果，如果客人满意将按照客人的需求复印5. Get back original and copies to guest - Double confirm with the guest to meet his needs and pass the original document to the guest with two hands将原件和复印件归还给客人- 双手将原件和复印件交给客人，并和客人确认复印效果6. Payment- Confirm the payment with g69、uest收取费用并输入电脑- 与客人确认付款方式A) Casha) Fill in the miscellaneous form with the exact price and get the guest signatureb) Give the guest receipt after settle客人以现金结算a) 填写杂项收费单并注明客人消费金额并让客人签名b) 结算完毕给客人提供发票B）Charge to rooma) Double confirm guest room number and name b) Fill in the miscellaneous form with the70、 exact price and get the guest signaturec) Post the charge to the guest folio in PMS将费用抛入房间a) 与客人再次确认房间号码与姓名b) 将填写准确消费金额的杂项收费单给客人签名予以确认c) 将其消费输入客人房间C）Credit Carda) Slip the credit card on the post machine, make sure the amount is correct.b) Obtain the guest signature on the voucherc) Fill out the mi71、scellaneous form with the exact price and get the guest signatured) Give the guest one credit card slip attach with the hotel invoice客人以信用卡方式结算a) 在信用卡机上将客人消费金额准确无误刷卡b) 让客人在信用卡单上签名c) 将填写准确消费金额的杂项收费单给客人签名予以确认d) 将信用卡回执给客人并给客人酒店的发票SUBJECT: TYPING SERVICE 打字服务Policy 政策Offer the efficiency accurate secret72、ary service 提供精确的秘书服务Procedures 程序1. Greet the guest-Stand up with smile and greet guest ask how you can be of assistance when guest approaches to Business Center counter, “Good morning, Sir/Madam, How may I help you？” to show courtesy and respect to guest-If busy with phone or another guest, Please73、 indicate to guest that you will attend to him as soon as possible, seat the guest first.问候客人-当客人走进商务中心，员工起立微笑并主动问候客人，询问客人有什么可以效劳-如果你正在电话中或服务其他客人，要与进入商务中心的客人点头示意，并指引客人先坐下等候，并尽快为客人服务。2. Get guest requirement - Get guest typing requirement - Offer the price immediately- Double check guest name and roo74、m number- Read through with guest and double check the unclear writing - Confirm guest requirement - Confirm with guest for the completion time询问客人的需求- 得到客人需要打字的要求- 报价- 确认客人的姓名及房间号码- 首先初步的对文件浏览一遍，并向客人指出不清晰的地方- 确认客人的需求- 告知客人完成此文件大约需要的时间3. Typing- According to guest request for typing - Print a draft 75、for guest double check 打字- 按照客人的要求进行打字- 打印草稿供客人检查4. Print the document 打印文件- After proofreading and when guest is satisfied with the typing, double confirm the number of copies request - If the guest no special requirement and delete the document immediately- 当按照客人的要求修改完后客人也很满意打的效果，按照客人要求的分数进行打印- 按照76、客人的要求保存文件，如果客人没有特殊的需求将其文件立刻删除5. Charge and posting in system - Confirm the payment with guest 收取费用并输入电脑- 与客人确认付款方式A) Casha) Fill in the miscellaneous form with the exact price and get the guest signatureb) Give the guest receipt after settle客人以现金结算 a) 填写杂项收费单并注明客人消费金额并让客人签名b) 结算完毕给客人提供发票B) Charge to77、 rooma) Double confirm guest room number and name b) Fill in the miscellaneous form with the exact price and get the guest signaturec) Post the charge to the guest folio in PMS客人挂房帐a) 与客人再次确认房间号码与姓名b) 将填写准确消费金额的杂项收费单给客人签名予以确认c) 将其消费输入客人房间C) Credit Carda) Slip the credit card on the post machine, mak78、e sure the amount is correct.b) Obtain the guest signature on the voucherc) Fill out the miscellaneous form with the exact price and get the guest signatured) Give the guest one credit card slip attach with the hotel invoice 客人以信用卡方式结算a) 在信用卡机上将客人消费金额准确无误刷卡b) 获得客人的签名在信用卡单上c) 将填写准确消费金额的杂项收费单给客人签名予以确认79、d) 给客人信用卡单回执并附上酒店的发票Note: *Destroy the original document if the guest do not want to keep it *The staff cannot mention the document contents intended注意: *如果客人不需要将文件保存员工应立即帮助销毁 *员工不允许故意的谈及文件相关内容SUBJECT: LAMINATION SERVICE 过塑服务Policy 政策Ensure offer good lamination service to meet guest business requir80、ement确保提供良好的过塑服务使客人满意。Procedures 程序1. Greet the guest-Stand up with smile and greet guest ask how you can be of assistance when guest approaches to Business Center counter, “Good morning, Sir/Madam, How may I help you？” to show courtesy and respect to guest-If busy with phone or another guest, Pleas81、e indicate to guest that you will attend to him as soon as possible, seat the guest first.问候客人- 当客人走进商务中心，员工起立微笑并主动问候客人，询问客人有什么可以效劳-如果你正在电话中或服务其他客人，要与进入商务中心的客人点头示意，并指引客人先坐下等候，并尽快为客人服务。2. Get guest requirement - Get guest lamination requirement- Get the photo or document from guest- Double check gues82、t name and room number- Quotation 询问客人的需求- 客人需要过塑服务- 得到客人需要过塑的文件或者照片- 确认客人的姓名或者房间号码- 报价3. Provide plastic Lamination service 提供过胶服务- Confirm guest lamination size- Choose the right lamination paper- Turn on the lamination machine for preheating （put it on 65）- Part the plastic and put the photo or p83、aper in the middle- When the machine is ready (the light turned red) Put the photo with plastic into the lamination machine entries.- 确认客人过塑所文件或者照片的尺寸_ 选择合适的过胶膜- 将过塑机预热（将其温度调节至65）- 将其过胶膜打开，将纸张或者照片放在中间并调好- 当机器预热结束后，（红色指示灯变亮）, 将带有胶片的纸张放入过胶机。4. Passing the product to guest- When finish and show them to84、 the guest double check- Ensure the guest satisfy and offer another assistant将过胶好的文件交给客人- 当已经过胶好后，请按照纸张的顺序整理好并让客人检查- 询问客人是否满意及是否需要其他的帮助5. Charge and posting in system - Confirm the payment with guest A) Casha) Fill in the miscellaneous form with the exact price and get the guest signatureb) Give the85、 guest receipt after settleB) Charge to rooma) Double confirm guest room number and name b) Fill in the miscellaneous form with the exact price and get the guest signaturec) Post the charge to the guest folio in PMSC) Credit Carda) Slip the credit card on the post machine, make sure the amount is co86、rrect.b) Obtain the guest signature on the voucherc) Fill out the miscellaneous form with the exact price and get the guest signatured) Give the guest one credit card slip attach with the hotel invoice收取费用并输入电脑-与客人确认付款方式B) 客人以现金结算c) 填写杂项收费单并注明客人消费金额并让客人签名d) 结算完毕给客人提供发票C) 客人挂房帐a) 与客人再次确认房间号码与姓名b) 将填写87、准确消费金额的杂项收费单给客人签名予以确认c) 将其消费输入客人房间D) 客人以信用卡方式结算e) 在信用卡机上将客人消费金额准确无误刷卡f) 让客人在信用卡单上签名c) 将填写准确消费金额的杂项收费单给客人签名予以确认d) 将信用卡回执给客人并给客人酒店的发票SUBJECT: BINDING SERVICE 装订服务Policy 政策Ensure the document will be vivacious and quickly binding for guests request确保文件被准确而快速的装订Procedure 程序1. Greet the guest-Stand up wi88、th smile and greet guest ask how you can be of assistance when guest approaches to Business Center counter, “Good morning, Sir/Madam, How may I help you？” to show courtesy and respect to guest-If busy with phone or another guest, Please indicate to guest that you will attend to him as soon as possib89、le, seat the guest first.问候客人- 当客人走进商务中心，员工起立微笑并主动问候客人，询问客人有什么可以效劳- 如果你正在电话中或服务其他客人，要与进入商务中心的客人点头示意，并指引客人先坐下等候，并尽快为客人服务。2. Get guest requirement- Get guest binding requirement - Double check guest room number and guest name - Quotation - Check the number pages of guest document - Confirm with guest 90、if hard cover or transparent cover is preferred- Repeat guest requirement 询问客人需求- 得到客人需要装订需求- 确认客人的房间号码及客人姓名- 报价- 检查客人文件的页数- 和客人确认是否需要透明封面还是硬封面- 重复客人的需求3. Binding - Separate each accordingly- When binding, first adjust the binding machine to the paper length as provided by guest- Punch hole in paper91、 and hard cover/transparent cover- Select spiral comb base on thickness of files provided- Put the spiral on the binding machine first and make it open by operating the handle（from the behind to make it） - Put the paper into the spiral comb, finish binding by operating the handle again - Take the ba92、nded book away from the binding machine and show it to the guest- Check the guest if satisfaction 装订- 将文件按顺序排列分开- 首先根据纸张的长度调节装订机- 将纸张及封面进行打孔- 根据文件的厚度选取装订圈的大小- 将装订圈放在装订机上将其打开，准备装订(切记将从文件最后面开始装订)- 将打好孔的文件放入装订圈- 从装订机上将装订好的文件去出，结束装订- 询问客人是否满意4. Charge and posting in system - Confirm the payment with gue93、st 收取费用并输入电脑- 与客人确认付款方式A) Casha) Fill in the miscellaneous form with the exact price and get the guest signatureb) Give the guest receipt after settle客人以现金结算a) 填写杂项收费单并注明客人消费金额并让客人签名b) 结算完毕给客人提供发票B) Charge to rooma) Double confirm guest room number and name b) Fill in the miscellaneous form with the94、 exact price and get the guest signaturec) Post the charge to the guest folio in PMS客人挂房帐a) 与客人再次确认房间号码与姓名b) 将填写准确消费金额的杂项收费单给客人签名予以确认c) 将其消费输入客人房间C) Credit Carda) Slip the credit card on the post machine, make sure the amount is correct.b) Obtain the guest signature on the voucherc) Fill out the mis95、cellaneous form with the exact price and get the guest signatured) Give the guest one credit card slip attach with the hotel invoice.客人以信用卡方式结算a) 在信用卡机上将客人消费金额准确无误刷卡b) 让客人在信用卡单上签名c) 将填写准确消费金额的杂项收费单给客人签名予以确认d) 将信用卡回执给客人并给客人酒店的发票SUBJECT: TRANSLATION SERVICE 翻译服务Policy 政策To guarantee the quality of tra96、nslation, all the translation must be handled by contracted translation company, BC staff need to relates with contracted translation company to offer the efficiency and high quality service to guest 为了保证翻译效果，所有的翻译工作将由专业的翻译公司来完成，商务中心员工必须与翻译公司紧密联系确保给客人提供高效率，高质量的服务Procedure 程序1. Greet the guest- Stand97、 up with smile and greet guest ask how you can be of assistance when guest approaches to Business Center counter, “Good morning, Sir/Madam, How may I help you？” to show courtesy and respect to guest-If busy with phone or another guest, Please indicate to guest that you will attend to him as soon as 98、possible, seat the guest first.问候客人- 当客人走进商务中心，员工起立微笑并主动问候客人，询问客人有什么可以效劳- 如果你正在电话中或服务其他客人，要与进入商务中心的客人点头示意，并指引客人先坐下等候，并尽快为客人服务。2. Obtain the request from the guest - Get the translation requirement - Double check guest name and room number- Confirm the kind of language- Confirm date and time- 询问客人的要求99、- 得到客人需要翻译的要求- 确认客人的姓名及房间号码- 确认语种- 确认需要的时间及日期A) If the guest need translate document- Confirm with guest which language needed- Go through guests document quickly, ask for the special request and the deadline of translation如果客人需要翻译文件- 和客人确认需要翻译哪种语言- 迅速浏览文件，询问客人有无特殊要求及对翻译时间的限制。B) If the guest need th100、e interpretation service- Confirm with the guest which language needed- Confirm the date and time如果客人需要口译- 和客人确认需要那种语种- 确认时间和日期3.Quote 报价Confirm the price with guest 告诉客人翻译费用并得到客人的认知。4. Fax the document to the translation company - Fax the document to the translator- Call to the translation company 101、for the details (including the language, time etc.) and guest special requirement- Ask the translation company to save the document in computer and send it to Business Center via email将文件传真给翻译公司- 将文件传真到翻译公司- 打电话去对方公司确认传真是否收到，再确认如所需要的语言种类、时间等客人的特殊需求- 要求翻译公司将原件以邮件的形式发送过来5. Confirm the request with gue102、st- Confirm the document ready time- Tell the guest when the document is ready we will contact with him确认客人的要求- 和客人确定文件好的大约时间- 告知客人当文件翻译好会打电话通知6. Call the guest for double check- Call the guest and ask the guest to check the document - If the guest not satisfies with translation, well ask the transl103、ation company to review it again- Ask guest whether he wants to type the documents打电话给客人让客人确认文件的效果- 打电话给客人让客人确认文件的效果- 如果客人不满意，让翻译公司重新翻译,直到客人满意为止- 并询问客人是否需要打印7. Charge and posting in system - Confirm the payment with guest 收取费用并输入电脑- 与客人确认付款方式A)Casha) Fill in the miscellaneous form with the exact pri104、ce and get the guest signatureb) Give the guest receipt after settle客人以现金结算a) 填写杂项收费单并注明客人消费金额并让客人签名b) 结算完毕给客人提供发票B) Charge to rooma) Double confirm guest room number and name b) Fill in the miscellaneous form with the exact price and get the guest signaturec) Post the charge to the guest folio in P105、MS客人挂房帐a) 与客人再次确认房间号码与姓名b) 将填写准确消费金额的杂项收费单给客人签名予以确认c) 将其消费输入客人房间C) Credit Carda) Slip the credit card on the post machine, make sure the amount is correct.b) Obtain the guest signature on the voucherc) Fill out the miscellaneous form with the exact price and get the guest signatured) Give the guest 106、one credit card slip attach with the hotel invoice.客人以信用卡方式结算a) 在信用卡机上将客人消费金额准确无误刷卡b) 让客人在信用卡单上签名c) 将填写准确消费金额的杂项收费单给客人签名予以确认d) 将信用卡回执给客人并给客人酒店的发票SUBJECT: EXPRESS SERVICE 快递服务Policy 政策To achieve guest satisfaction and convenience to provide courier service to both internal an d external guests酒店提供快递服107、务旨在为了方便客人并达到客人的满意 The express contract company: DHL/ Fedex/ China post office/ Shunfeng CompanyProcedure 步骤1. Greet the guest-Stand up with smile and greet guest ask how you can be of assistance when guest approaches to Business Center counter, “Good morning, Sir/Madam, How may I help you？” to show 108、courtesy and respect to guest-If busy with phone or another guest, Please indicate to guest that you will attend to him as soon as possible, seat the guest first.问候客人- 当客人走进商务中心，员工起立微笑并主动问候客人，询问客人有什么可以效劳- 如果你正在电话中或服务其他客人，要与进入商务中心的客人点头示意，并指引客人先坐下等候，并尽快为客人服务。2. Get guest requirement - Get guest expres109、s service information- Double check guest name and room number - Obtain guest destination - Offer the different express company for guest selection- Offer the concerned price to guest- Double confirm with guest if there is any fragile items, valuable items or any queries on handling the parcel.询问客人的110、需求- 得到客人想寄快递的要求- 确认客人的姓名及房间号码- 确认客人快递的目的地- 提供不同的快递公司给客人- 查询标准价格给客人- 再次与客人确认物品是否易碎、价值及其他关于此物品的特殊需求 3. Quotation - Weight the document or parcels, depending on the contract price - Confirm the total fee with the guest报价- 首先将文件或者包裹称重量，按照价格表查询价格- 告诉客人总的费用4. Fill in the EMS/DHL/Fedex post form. - Fill th111、e express form completed as below:填写邮寄单据- 将单据所有的项目填写完整a) Senders name and contact telephone numberb) Company name and addressc) Receivers name and contact telephone number d) Details of contentse) Weight and Dimensionsf) Indicate if insurance is requiredg) Obtain guest signature - Double check the f112、orm with the guest, especial the country code and telephone number - Give the copy of the airway bill to the guest for checking - Confirm how many days can arrivala) 发件人的姓名和通讯电话号码b) 公司的名称和地址c) 收件人的姓名和电话号码d) 邮寄物品详情e) 重量和体积f) 注明是否需要保险g) 获得客人的签字- 仔细检查客人填写的单据，尤其是邮编和联系方式尤为重要- 给其中一联给客人保存，以方便客人查询邮件- 并告知到达目113、的地的天数 5. Charge and posting - Confirm the payment with guest 收取费用并输入电脑- 与客人确认付款方式A) Cashd) Fill in the miscellaneous form with the exact price and get the guest signaturee) Give the guest receipt after settle客人以现金结算a) 填写杂项收费单并注明客人消费金额并让客人签名b) 结算完毕给客人提供发票B) Charge to rooma) Double confirm guest room 114、number and name b) Fill in the miscellaneous form with the exact price and get the guest signaturec) Post the charge to the guest folio in PMS客人挂房帐a) 与客人再次确认房间号码与姓名b) 将填写准确消费金额的杂项收费单给客人签名予以确认c) 将其消费输入客人房间C) Credit Carda) Slip the credit card on the post machine, make sure the amount is correct.b) Ob115、tain the guest signature on the voucherc) Fill out the miscellaneous form with the exact price and get the guest signatured) Give the guest one credit card slip attach with the hotel invoice.客人以信用卡方式结算a) 在信用卡机上将客人消费金额准确无误刷卡b) 让客人在信用卡单上签名c) 将填写准确消费金额的杂项收费单给客人签名予以确认d) 将信用卡回执给客人并给客人酒店的发票6. Record-Fill 116、the information in the control sheet f) Date 日期g) Room No 客人房间号码h) Sender name 寄件人姓名i) Destination 目的地及地址j) Checking No 查询号码k) Cost 收费l) Miscellaneous charge 杂项收费单单号m) Handle by 经手人n) Postman signature 邮局签收o) Payment 付款方式p) Remarks 备注登记- 将以上信息登记在控制表上7. Postman picks it up on 14:00pm every day邮局每天于下午117、14：00定时取件Internal express service 1. All requests of house account use of express service must be authorized by department head and DOF&BS or ADOF&BS所有关于快递入部门帐必须经过本部门的总监及财务总监或财务副总监的批准2. The charge will be made to the requesting department, every department should submit the request form to business 118、center 此笔费用将记入相应的部门，各个部门在寄快递之前必须将快递申请单一并附上3. Business Center clerk should record in office express service control sheet 商务中心文员将其记录在快递登记表上SUBJECT: EQUIPMENT RENTAL SERVICE 设施设备租赁服务Policy 政策In order to offer the equipment rental service to meet the guests business request.诣在方便商务客人及与会者。Procedure 程序1. 119、Greet the guest-Stand up with smile and greet guest ask how you can be of assistance when guest approaches to Business Center counter, “Good morning, Sir/Madam, How may I help you？” to show courtesy and respect to guest-If busy with phone or another guest, Please indicate to guest that you will atte120、nd to him as soon as possible, seat the guest first.问候客人- 当客人走进商务中心，员工起立微笑并主动问候客人，询问客人有什么可以效劳- 如果你正在电话中或服务其他客人，要与进入商务中心的客人点头示意，并指引客人先坐下等候，并尽快为客人服务。2. Get guest requirement - Get guest rental equipment requirement - Confirm name of items- Confirm the price - Confirm using date, time and duration- Con121、firm guest name and room number询问客人的需求- 得到客人租赁设备的需求- 确认客人租赁设备的名称- 确认租赁设备的价格- 确认租赁的时间及日期- 确认客人的姓名及房间号码3. Offer the rental equipment - Ensure all equipment keep good function and ensure it is in working order-If guest want to send the equipment to his room, operational equipment is to be delivered and122、 installed in guests room within 15 minutes- Ask bellboy to deliver the equipment to guest room租赁设备给客人- 在设备租赁之前要保证设备其处于良好的运作状态- 如果客人要求将其设备送到房间，需于15分钟内完成- 请行李生帮助运送设备4. Fill in the equipment rental agreement and ask the guest pay for the guarantee - Obtain the guest signature- If the guest pays cash a123、s guarantee, should fill the cash voucher and the yellow one of the refund voucher will submit the guest 填写设备租用协议并让客人付租此设备的租金- 需要客人在此单上签名- 如果客人以现金作担保，员工应填写现金收据，黄单给客人作为返还押金的凭证5. Fill the information in the additional remarks - Fill the details in the remark to remind the staff get back the equipment 124、- 将其详细信息输入电脑的备注，以提醒员工及时将设备取回，以免丢失6. Take back the equipment -BC clerk should call the guest and confirm if the guest want to rent or not. If finishes, ask the bellboy to take back the equipment and check them carefully- Confirm the guest payment, prepare the bill ask the guest to sign 取回设备-当客人租赁时间已到125、，员工应打电话给客人确认客人是否还需要继续租赁，如果使用结束，请行李生将其设备取回并检查其是否完好。- 询问客人的付款方式，准备帐单让客人签名，7. Delete the remarks when get it back 删除备注当客人将设备取回8. Charge and posting in system - Confirm the payment with guest 收取费用并输入电脑- 与客人确认付款方式A）Casha) Fill in the miscellaneous form with the exact price and get the guest signatureb) G126、ive the guest receipt after settle客人以现金结算a) 填写杂项收费单并注明客人消费金额并让客人签名b) 结算完毕给客人提供发票B）Charge to rooma) Double confirm guest room number and name b) Fill in the miscellaneous form with the exact price and get the guest signaturec) Post the charge to the guest folio in PMS客人挂房帐a) 与客人再次确认房间号码与姓名b) 将填写准确消费金127、额的杂项收费单给客人签名予以确认c) 将其消费输入客人房间C）Credit Carda) Slip the credit card on the post machine, make sure the amount is correct.b) Obtain the guest signature on the voucherc) Fill out the miscellaneous form with the exact price and get the guest signatured) Give the guest one credit card slip attach with the128、 hotel invoice.客人以信用卡方式结算a) 在信用卡机上将客人消费金额准确无误刷卡b) 让客人在信用卡单上签名c) 将填写准确消费金额的杂项收费单给客人签名予以确认d) 将信用卡回执给客人并给客人酒店的发票Remarks: Business Center offers the equipment items as below:备注：商务中心提供如下设施设备的租赁a) Speak phone 免提电话机b) Data Projector 数据投影仪c) DVD DVD机 d) VCR 录像机e) Laptop 手提电脑f) Wireless Lan-card 无线上网卡g) LAN-129、card 电脑上网卡h) Slide Projector 幻灯机i) Fax machine 传真机j) Laser printer 激光打印机”SUBJECT: INTER-NET SERVICE 上网服务Policy 政策In order to offer efficient inter-net access service for guest 提供高速上网服务另客人满意Procedure 程序1. Greet the guest-Stand up with smile and greet guest ask how you can be of assistance when guest 130、approaches to Business Center counter, “Good morning, Sir/Madam, How may I help you？” to show courtesy and respect to guest-If busy with phone or another guest, Please indicate to guest that you will attend to him as soon as possible, seat the guest first.问候客人- 当客人走进商务中心，员工起立微笑并主动问候客人，询问客人有什么可以效劳-如果131、你正在电话中或服务其他客人，要与进入商务中心的客人点头示意，并指引客人先坐下等候，并尽快为客人服务。2. Get guest requirement- Get the require about the inter-net service - Quote - Lead the guest to workstation and help the guest click the inter-net- Asking the guest if need the printing service- Confirm the time with guest帮助客人- 得知客人上网服务- 报价- 引领客人到上132、网区域，并帮助客人打开网页- 询问客人是否需要打印，如果需要报价给客人- 和客人确认上网时间3. (When the guest finish) Charge and posting - Ask the guest payment 收取费用并输入电脑- 询问客人的付款方式A）If the guest pay cash the staff should write the voucher and give the guest receipt客人以现金结算，开杂项收费单并给客人发票B）If the guest charge to the room a) Obtain the guest room 133、number and guest nameb) Prepare the voucher to guestc) Tell the guest total price and then get the guest signature客人挂房帐a) 得到客人的房间号码并确认客人的姓名b) 准备客人的帐单c) 告知客人总消费金额，并让客人签名予以确认C） If guest pay for the credit carda) Slip the credit card first and obtain the guest signature in the credit card voucher and c134、heck it b) Prepare the voucher c) Prepare the receipt to the guest客人以信用卡方式结算a) 刷卡并让客人在信用卡单上签名并与以核对签名b) 准备帐单c) 准备发票SUBJECT: E-MAIL SERVICE 接收邮件服务Policy 政策Ensure all of the e-mail from CPSZCPSZ.COM can be reply quickly and achieve guest satisfaction 确保酒店内、外部所有邮件迅速接收及发送，并及时答复客人令客人满意Procedure 程序1. When 135、the guest ask some questions about the hotel information via e-mail当客人询问一些关于酒店相关的信息- If the Business Center can handle, the clerk will reply the email to guest directly- If need concern department assistant, BC clerk should reply first as below format:“Greetings from Crown Plaza Shenzhen! Thank you 136、for your email. We will follow up on this issue and get back to you as soon as possible. Thank you and best regards”- 如果商务中心的文员可以直接回复的就将其信回复给客人- 如果需要相关部门予以协助的，商务中心应按如下回复给客人2. When the concern department gives us the information - According to the email address forward to guest 当相关部门予以答复时，由商务中心按照客人的邮137、件地址转发给客人3. When the mail need to be send to hotel other department, BC clerk will forward to concern department regarding the email request当邮件发给相关部门时，由商务中心将其邮件转发给相关部门4. If outside guest send email to in-house guest, please print the document for the guest then put it in the envelope then the staff o138、f concierge within 15 minutes send to guest room如果接到住店客人的邮件，请帮其打印并装入信封由礼宾部的员工送到客人的房间。-SUBJECT: TELEPHONE SERVICE 电话服务Policy 政策Ensure all the telephone call can be provided effectively确保所有电话准确快速的拨通Procedure 程序1. Greet the guest-Stand up with smile and greet guest ask how you can be of assistance when139、 guest approaches to Business Center counter, “Good morning, Sir/Madam, How may I help you？” to show courtesy and respect to guest-If busy with phone or another guest, Please indicate to guest that you will attend to him as soon as possible, seat the guest first.问候客人- 当客人走进商务中心，员工起立微笑并主动问候客人，询问客人有什么140、可以效劳-如果你正在电话中或服务其他客人，要与进入商务中心的客人点头示意，并指引客人先坐下等候，并尽快为客人服务。2. Get guest requirement- Get guest make phone call requirement - Double check the guest name and room number - Quotation- Lead guest to the work station to make phone call, seat the guest first- Open the telephone password, then confirm the t141、elephone number with guest - Help guest to make the phone call- When the telephone is answering please pass it to guest.询问客人的需求- 得知客人打电话的需求- 确认客人的姓名及房间号码- 报价- 引领客人到客用电脑工作站，并请客人坐下- 打开电话密码，并询问客人是否需要帮助拨号码 - 帮助客人拨打电话- 当接通后把电话给客人 3. Payment- Confirm the payment with guest - Check the telephone fee in fol142、io 6收取费用- 与客人确认付款方式- 在电脑#6中查出电话费用A）Casha) Fill in the miscellaneous form with the exact price and get the guest signatureb) Give the guest receipt after settle客人以现金结算a) 填写杂项收费单并注明客人消费金额并让客人签名b) 结算完毕给客人提供发票B) Charge to rooma) Double confirm guest room number and name b) Fill in the miscellaneous form143、 with the exact price and get the guest signaturec) Post the charge to the guest folio in PMS将费用抛入房间a) 与客人再次确认房间号码与姓名b) 将填写准确消费金额的杂项收费单给客人签名予以确认c) 将其消费输入客人房间C) Credit Carda) Slip the credit card on the post machine, make sure the amount is correct.b) Obtain the guest signature on the voucherc) Fill 144、out the miscellaneous form with the exact price and get the guest signatured) Give the guest one credit card slip attach with the hotel invoice客人以信用卡方式结算a) 在信用卡机上将客人消费金额准确无误刷卡b) 让客人在信用卡单上签名c) 将填写准确消费金额的杂项收费单给客人签名予以确认d) 将信用卡回执给客人并给客人酒店的发票 SUBJECT: BUS TICKET SERVICE 出售车票服务Policy 政策In order to offer t145、he shuttle bus service from hotel to Hong Kong and Hong Kong international airport for in house guests.方便酒店客人往返香港及香港机场Procedure 程序1. Greet the guest-Stand up with smile and greet guest ask how you can be of assistance when guest approaches to Business Center counter, “Good morning, Sir/Madam, How ma146、y I help you？” to show courtesy and respect to guest- If busy with phone or another guest, Please indicate to guest that you will attend to him as soon as possible, seat the guest first.问候客人- 当客人走进商务中心，员工起立微笑并主动问候客人，询问客人有什么可以效劳- 如果你正在电话中或服务其他客人，要与进入商务中心的客人点头示意，并指引客人先坐下等候，并尽快为客人服务。2.Get guest require147、ment - Obtain guest bus service requirement - Double check guest name and room number- Obtain guest destination 询问客人的需求- 得到客人购买车票的需求- 确认客人的姓名及房间号码- 确认客人的目的地A. From hotel to Hong Kong a) Confirm with guest for the destination b) Show the different bus company schedule to guest c) Confirm departure da148、te & time with guestd) Quotation e) Explain details for the customs policy从酒店至香港a) 如果客人乘车去香港b) 确认客人的目的地c) 把不同公司的时刻表给客人供其选择d) 确认客人乘车时间及日期e) 报价格f) 解释过关须知B. From hotel to HK Airporta) Confirm the destination with guestb) Confirm guest flight departure timec) Explain that from our hotel to HK airport ne149、ed more than 2 hours including going through customs, international air ticket should check in 2 hours in advantaged) Confirm guest departure time and Datee) Explains details for going through customs- Prepare ticket to guest- Give the sticker to guest and tell guest before 10 minutes waiting for th150、e bus at the lobby or directly contact concierge staff从酒店至香港机场a) 如果客人乘车至香港机场b) 确认客人的目的地c) 确认客人飞机起飞的时间d) 告知客人从酒店至香港机场需要2小时包括过关时间，同时国际机票需要提前2小时办理登机手续e) 确认客人乘车时间及日期f) 解释过关须知-出票给客人给客人乘车标志并告知客人请提前10分钟在酒店大堂等车，并与礼宾部的同事联系给予协助C. 从香港机场至酒店3. Charge and posting in system - Confirm the payment with guest 收取费用并输入151、电脑- 与客人确认付款方式A）Casha) Fill in the miscellaneous form with the exact price and get the guest signatureb) Give the guest receipt after settle客人以现金结算a) 填写杂项收费单并注明客人消费金额并让客人签名b) 结算完毕给客人提供发票B）Charge to rooma) Double confirm guest room number and name b) Fill in the miscellaneous form with the exact price152、 and get the guest signaturec) Post the charge to the guest folio in PMS客人挂房帐a) 与客人再次确认房间号码与姓名b) 将填写准确消费金额的杂项收费单给客人签名予以确认c) 将其消费输入客人房间C） Credit Carda) Slip the credit card on the post machine, make sure the amount is correct.b) Obtain the guest signature on the voucherc) Fill out the miscellaneous f153、orm with the exact price and get the guest signatured) Give the guest one credit card slip attach with the hotel invoice.客人以信用卡方式结算a) 在信用卡机上将客人消费金额准确无误刷卡b) 让客人在信用卡单上签名c) 将填写准确消费金额的杂项收费单给客人签名予以确认d) 将信用卡回执给客人并给客人酒店的发票6. Record 记录All the ticket sales must record in the Bus ticket sales control sheet ma154、nuallya) Date 日期b) Room Number 房间号码c) Departure Date 乘车日期d) Time 乘车时间e) Destination 目的地f) Company Name 公司名称 g) Price 价格h) Ticket Number 票号号码i) Payment 付款方式j) Miscellaneous Charge 杂项收费单单号k) Handle by 商务中心文员l) Remarks 备注SUBJECT: FERRY TICKET SERVICE 出售船票服务Policy 政策In order to offer ferry service to me155、et guest needs方便酒店客人提供相应交通服务Procedure 程序1. Greet the guest-Stand up with smile and greet guest ask how you can be of assistance when guest approaches to Business Center counter, “Good morning, Sir/Madam, How may I help you？” to show courtesy and respect to guest-If busy with phone or another guest, 156、Please indicate to guest that you will attend to him as soon as possible, seat the guest first.问候客人- 当客人走进商务中心，员工起立微笑并主动问候客人，询问客人有什么可以效劳- 如果你正在电话中或服务其他客人，要与进入商务中心的客人点头示意，并指引客人先坐下等候，并尽快为客人服务。2.Get the guest requirement - Obtain the guest ferry service requirement - Double check guest name and room nu157、mber- Show the schedule to guest - Confirm the guest destination and time - Confirm the seat class style- Quote 帮助客人- 得到客人需要乘船的需求- 确认客人的姓名及房间号码- 给客人时刻表- 确认客人的目的地及时间- 询问客人舱位的类型- 报价格给客人 3. Prepare the ticket to guest- Call to shekou ferry office make a reservation for the guest- Prepare the ticket for158、 guest售票- 首先打电话给蛇口码头预订座位号给客人- 出票4. Charge and posting in system - Confirm the payment with guest 收取费用并输入电脑- 与客人确认付款方式A）Casha) Fill in the miscellaneous form with the exact price and get the guest signatureb) Give the guest receipt after settle客人以现金结算a) 填写杂项收费单并注明客人消费金额并让客人签名b) 结算完毕给客人提供发票B）Charge to159、 rooma) Double confirm guest room number and name b) Fill in the miscellaneous form with the exact price and get the guest signaturec) Post the charge to the guest folio in PMS客人挂房帐a) 与客人再次确认房间号码与姓名b) 将填写准确消费金额的杂项收费单给客人签名予以确认c) 将其消费输入客人房间C）Credit Carda) Slip the credit card on the post machine, make160、 sure the amount is correct.b) Obtain the guest signature on the voucherc) Fill out the miscellaneous form with the exact price and get the guest signatured) Give the guest one credit card slip attach with the hotel invoice.客人以信用卡方式结算a) 在信用卡机上将客人消费金额准确无误刷卡b) 让客人在信用卡单上签名c) 将填写准确消费金额的杂项收费单给客人签名予以确认d) 161、将信用卡回执给客人并给客人酒店的发票 5. Record 记录All the ticket sales must record in the ferry ticket sales control sheet manually 所有的船票出售都应马上登记在船票出售记录表上g) Date 日期h) Room Number 房间号码i) Departure Date 乘车日期j) Time 乘车时间k) Destination 目的地l) Company Name 公司名称 m) Price 价格n) Ticket Number 票号号码o) Payment 付款方式p) Miscellaneous162、 Charge 杂项收费单单号q) Handle by 商务中心文员r) Remarks 备注SUBJECT: CONFIRM & CHANGE INTERNATIONAL AIR TICKET Policy 政策In order to convenience guest business trip 方便酒店客人商务行程Procedures 程序1. Greet the guest-Stand up with smile and greet guest ask how you can be of assistance when guest approaches to Business Cent163、er counter, “Good morning, Sir/Madam, How may I help you？” to show courtesy and respect to guest-If busy with phone or another guest, Please indicate to guest that you will attend to him as soon as possible, seat the guest first.问候客人- 当客人走进商务中心，员工起立微笑并主动问候客人，询问客人有什么可以效劳- 如果你正在电话中或服务其他客人，要与进入商务中心的客人点164、头示意，并指引客人先坐下等候，并尽快为客人服务。2.Get the guest requirement - Obtain the guest confirm the international air ticket requirement - Double check guest name and room number- Quote 帮助客人- 得到客人需要确认机票的需求- 确认客人的姓名及房间号码- 报价格给客人 3. Confirm & Change the air ticketA: Confirm the air ticket- Double check the airline com165、panys telephone number in the file - Call to confirm - Obtain the re-confirmation number from the airline - Asking the airline send the confirmation letter A.: 确认机票- 在文件夹中找出客人国际航班的驻香港电话号码- 致电确认- 获得客人的确认号码- 通过传真的形式让航空公司发送确认函B: Chang the air ticket - Obtain the change date and time - Repeat the requir166、ement with guest- Call to the airline to change it - Asking the airline send the confirmation letter to guest B: 更改国际机票- 获得客人需要更改的日期及时间- 重复客人的要求- 打电话到航空公司予以更改- 让航空公司将更还函发给客人5. Charge and posting in system - Confirm the payment with guest - Check the telephone fee in folio 6收取费用并输入电脑- 与客人确认付款方式- 在电脑#167、6中查出电话费用A) Cashk) Fill in the miscellaneous form with the exact price and get the guest signaturel) Give the guest receipt after settle客人以现金结算a) 填写杂项收费单并注明客人消费金额并让客人签名b) 结算完毕给客人提供发票B) Charge to rooma) Double confirm guest room number and name b) Fill in the miscellaneous form with the exact price an168、d get the guest signaturec) Post the charge to the guest folio in PMS客人挂房帐a) 与客人再次确认房间号码与姓名b) 将填写准确消费金额的杂项收费单给客人签名予以确认c) 将其消费输入客人房间C) Credit Carda) Slip the credit card on the post machine, make sure the amount is correct.b) Obtain the guest signature on the voucherc) Fill out the miscellaneous form169、 with the exact price and get the guest signatured) Give the guest one credit card slip attach with the hotel invoice.客人以信用卡方式结算a) 在信用卡机上将客人消费金额准确无误刷卡b) 让客人在信用卡单上签名c) 将填写准确消费金额的杂项收费单给客人签名予以确认d) 将信用卡回执给客人并给客人酒店的发票 SUBJECT: DUTY DESCRIPTION 岗位职责Morning shift(07:00-15:30)1. Sign in.签到。2. Take the room 170、key and Logbook from Pigeon hole, hand over with AM.与大堂副理交接并取商务中心的钥匙和交班本。3. Print the transation repot in back office.打前一天商务中心的收入报表。4. Write down yesterday revenue in the handover book from the early bird.记录下昨天商务中心的收入。5. Keep good grooming and open the door at 06:55.要求商务中心员工06：55着装整齐出现在岗位，并开门。6. Tur171、n on the power and all the equipment.开启所有的电源及所有的设施设备。7. Scan the virus for the computer.对电脑进行扫描病毒。8. Read the handover book and follow up the things.看交班本，跟进所有相关事宜。9. Double check the cash float (RMB500)清点备用金（人民币500）。10. Double check the kinds of ticket.清点各种票据。11. Dust the table and equipment.打扫卫生。12172、. Check the cc-email, ensure every hour must be checked one time.接收邮件，保证每小时检查一次邮件。13. Send the daily sales report to Ms. Huang.发送前一天商务中心的净收入给经理。14. Check the newspaper & magazine and record it down.检查报纸及杂志的摆放，并将其当天的报纸和杂志作好相应的记录。15. Check the equipment and books amount and record it down.检查所有的设施设备及各种173、书籍并作好相应的记录。16. Recharge the laptop.给手提电脑充电。17. Fill in the paper in the machine，ensure the equipment keep good function.补充足够的纸张，确保各种机器正常运作。18. Write down follow up things in the handover book and information.将交班事项及各种相关信息记录在交班本上。19. Handover with afternoon shift.与晚班同事交接。20. Fill the miscellaneous cha174、rge in the computer将所有的杂项收费单输入电脑。21. Print the bill.打印报表在前厅办公室。22. Sign out签退。Afternoon Shift(15:00-23:00)1. Sign in.签到。2. Attend the afternoon briefing in the back office of Front office at 15:00.下午3点准时参加例会。3. Handover with morning shift.与早班进行交接。4. Read the handover and follow up the things阅读交班并跟进所175、有事项。5. Double check the equipment and books and writ it down.检查所有的设施设备及书籍并做好记录。6. Double check the cash float.清点备用金。7. Double check the kinds of tickets and the ticketing record.清点各种票据及记录。8. Dust the table and equipment.打扫卫生。9. Double check the newspaper and magazine.清点并整理报纸及杂志。10. Write the flow up176、 things and information in handover book.将各种信息及交班记录在交班本上。11. Ensure every hour double check email one time.检查邮件，确保每小时一次。12. Fill in the paper in the machine.补充足够的纸张。13. Fill the miscellaneous charge in the computer, and pint it 2 sets, one set file and another to F&BS.将所有的杂项收费单输入电脑,并打印2份，一份存档，另一份交财务177、部。14. Write down the total copies in the handover book.记录当天复印机总的复印数量。15. Put all the ticket and cash float in the safety box.在下班前将所有的票据及备用金放入保险箱内。16. Print the fax report.打印当天的传真报告。17. Shut down the equipment At 22:55关闭所有的设备。18. Forward the telephone to guest service center.将电话转到客户服务中心。19. Turn down178、 the power and block the door.关闭电源并锁门。20. Hand over with AM.与大堂副理进行交接。21. Print the bill.打印报表。22. Sign out.- 签退。Priority Club Reward国际优选俱乐部会员奖励制度Background & DescriptionIts one of the strongest frequent guest program in the hospitality industry and forms an essential part of IHG strategy to attract 179、frequent business travelers and maintain their loyalty to InterContinental, Crowne Plaza, Indigo, Holiday Inn, Holiday Inn Express & Staybridge Suite.InterContinent Hotels & Resorts酒店管理公司主张在各品牌酒店中,以推广客悦奖励计划作为集团发展的战略举措,以吸引更多的回头客,成为集团忠诚的消费群体.The expansion of the Priority Club Reward World Program to i180、nclude members resident in Asia Pacific was launched successfully in April 1994. The program includes a tailored award scheme, marketing communication materials in 4 languages, 3 dedicated service center and a data base for the Asia Pacific region in addition, therere a great numbers of worldwide Ai181、rline frequency alliances, including Qantas, Asia Miles, United Airlines, Northwest Airlines, American Airlines, Lufthansa, etc. total 30 alliances. 国际优选会员俱乐部于1994年4月在亚太地区成功推广. 推广计划包括量身定做的优惠条款,四种语言具备的宣传手册,三个独立的客户服务中心及一个亚太地区数据库.同时,全世界三十家航空公司与我们同步推行飞行里程奖励计划.Level QualificationBaseUpon Enrollment基础会员即可182、生效Gold15 qualifying nights or 20,000 points or US$50 to achieve金卡会员15各有效间夜或20,000点积分, 或以50美金购买.Platinum50 qualifying nights or 60,000 points白金卡会员50个有效间夜或60,000点积分Base Level: 基础会员 10 points or 2.5 miles for every US$ spent when paying a qualifying rate.每1美金的有效房费支出,可获得10个积分或2.5个飞行里程. Extended check ou183、t until2:00PM推迟退房时间至下午两点. Weekday newspaper每日报纸 Purchase additional points可购买点数 Points are transferable点数可转移 Wide selection of quality merchandise, airline miles or retail/restaurant certificates点数可兑换成住宿,航空里程,餐券或购物券等等, 种类繁多 Personal shopper program with unlimited award choices个人购物券没有商品类别限制 Superior 184、hotel award night program高级酒店住宿奖励 20% discount on Business Center Service商务中心部分服务项目享受20%折扣 Gold Member Benefits 金卡会员 All Base Member Benefits PLUS:所有基础会员享受待遇的基础上, 更多: Priority Check-In on guaranteed reservation会员优先入住登记 Receive 10% Bonus Points on Base points earned10%的红利点数 Exclusive Gold Customer Se185、rvice Telephone Number for all Priority Club inquires高级会员专用服务热线Platinum Member Benefits 白金卡会员 All Gold Member Benefits PLUS:所有金卡会员享受待遇的基础上, 更多: Receive 50% Bonus Points on Base points earned50%的红利点数 Room Upgrade if available房间升级 Guaranteed Room availability (72 hours)72小时确保房间预订Terminology酒店专用术语行政办公室186、 E.O Executive Office 总经理 GM General Manager 副总经理 DGM Deputy General Manager 驻店经理 RM Resident Manager工会 UO Union Office财务部 F&BS/AC Finance & Business Supporting/Accounting 成本控制 Cost Control 采购部 Pur. Purchasing 仓库 GS General Store 总出纳 GC General Cashier市场销售部 S&M Sales & Marketing公关部 PR Public Relatio187、n人力资源部 HR Human Resources 员工餐厅 Staff Canteen 更衣室 Locker Room 员工宿舍 Dormitory房务部 RM Rooms 前厅部 FO Front Office 前厅部经理 FOM Front Office Manager 大堂经理 AM Assist Manager贵宾 VIP Very Important Person前台 FD/RCPT Front Desk / Reception / Guest Service Agent大堂 Lobby问讯处 M&I Mail & Information保险箱 Safety Deposit Box188、留言 Message付款方式 Method of Payment公司帐 HC House Account服务费 S.C Service Charge / Surcharge免费 Free of Charge / Complimentary总机 OPRT/PABX Operator/Private Automatic Branch Exchange公用电话 Public Phone内线电话 House Phone内部电话 Internal Phone / Extension国际直拨长途电话 IDD International Direct Dialing国内直拨长途电话 DDD Domestic189、 Direct Dialing外线电话 Outside Call外线 / 接线 Outside Line / City Call国家代码 Country Code地区代码 Area Code预定部 RSVN Reservation礼宾部 CONC Concierge行李房 BRM Baggage Room穿梭巴士 Shuttle Bus旅行社 TA Travel Agent旅游指南 TG Travel Guide服务指南SD Service Directory航班号 Flight No.商务中心BC Business Center营业时间 Business Hour / Operation H190、our尽可能快的ASAP As soon as possible零用现金PC Petty Cash备用金 Cash Float记事本 Log-Book交班本 Hand Over Book备忘录Memo Memorandum更改 Amendment行政楼层CPC/EF Crowne Plaza Club / Executive Floor票务中心 ATC Air-ticket Center管家部HSKP Housekeeping行政管家 EH Executive Housekeeper布草房 Uniform Room 公共区域 Public Area洗衣房 Laundry / Valet Roo191、m洗手间 Wash Room / Rest Room / Toilet餐饮部 R&B/F&B Restaurant & Bars/Food & Beverage宴会部 BQ Banquet宴会厅BQH/BQR Banquet Hall / Ballroom宴会设施 BQF 工程部ENG. Engineering保安部SEC. Security Banquet 宴会部Banquet hall/Ballroom 宴会厅Acknowledge Letter From Employee员工认可书I _acknowledge receipt of this departmental employee h192、andbook of Crowne Plaza Shenzhen and I understand that the rules and procedures contained herein formed. I admit that department trainers had trained me, according to the handbook lists.兹收到部门员工手册，并清楚手册之内容，部门的相关培训员以按照手册给予我培训。Employees Signature: _ Staff ID Number: _员工签名： 员工证号码：Section/Outlet Manager:_ Date: _部门经理： 日期：