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CROWNE PLAZA 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袇蒄薃袄羀芇葿袃肂蒂莅袂芄芅螄袁羄膈蚀袁肆莄薆袀腿膆蒂衿袈莂莈羈羁膅蚇羇肃莀薂羆膅膃蒈羅羅莈蒄羅肇芁螃羄腿蒇虿羃节芀薅羂羁蒅蒁蕿肄芈莇蚈膆蒃蚆蚇袆芆薂蚆肈蒂薈蚅膀莄蒄蚄芃膇螂蚃羂莃蚈蚃肅膆薄蚂膇莁蒀螁袇膄莆螀罿荿蚅蝿膁膂蚁螈芄蒈薇螇羃芀蒃螇肅蒆荿螆膈艿蚇螅袇蒄薃袄羀芇葿袃肂蒂莅袂芄芅螄袁羄膈蚀袁肆莄薆袀腿膆蒂衿袈莂莈羈羁膅蚇羇肃莀薂羆膅膃蒈羅羅莈蒄羅肇芁螃羄腿蒇虿羃节芀薅羂羁蒅蒁蕿肄芈莇蚈膆蒃蚆蚇袆芆薂蚆肈蒂薈蚅膀莄蒄蚄芃膇螂蚃羂莃蚈蚃肅膆薄蚂膇莁蒀螁袇膄莆螀罿荿蚅蝿膁膂蚁螈芄蒈薇螇羃芀蒃螇肅蒆荿螆膈艿蚇螅袇蒄薃袄羀芇葿袃肂蒂莅袂芄芅螄袁羄膈蚀袁肆莄薆袀腿膆蒂衿袈莂莈羈羁膅蚇羇肃莀薂羆膅膃蒈羅羅莈蒄羅肇芁螃羄腿蒇虿羃节芀薅羂羁蒅蒁蕿肄芈莇蚈膆蒃蚆蚇袆芆薂蚆肈蒂薈蚅膀莄蒄蚄芃膇螂蚃羂莃蚈蚃肅膆薄蚂膇莁蒀螁袇膄莆螀罿荿蚅蝿膁膂蚁螈芄蒈薇螇羃芀蒃螇肅蒆荿螆膈艿蚇螅袇蒄薃袄羀芇葿袃肂蒂莅袂芄芅螄袁羄膈蚀袁肆莄薆袀腿膆蒂衿袈莂莈羈羁膅蚇羇肃莀薂羆膅膃蒈羅羅莈蒄羅肇芁螃羄腿蒇虿羃节芀薅羂羁蒅蒁蕿肄芈莇蚈膆蒃蚆蚇袆芆薂蚆肈蒂薈蚅膀莄蒄蚄芃膇螂蚃羂莃蚈蚃肅膆薄蚂膇莁蒀螁袇膄莆螀罿荿蚅蝿膁膂蚁螈芄蒈薇螇羃芀蒃螇肅蒆荿螆膈艿蚇螅袇蒄薃袄羀芇葿袃肂蒂莅袂芄芅螄袁羄膈蚀袁肆莄薆袀腿膆蒂衿袈莂莈羈羁膅蚇羇肃莀薂羆膅膃蒈羅羅莈蒄羅肇芁螃羄腿蒇虿羃节芀薅羂羁蒅蒁蕿肄芈莇蚈膆蒃蚆蚇袆芆薂蚆肈蒂薈蚅膀莄蒄蚄芃膇螂蚃羂莃蚈蚃肅膆薄蚂膇莁蒀螁袇膄莆螀罿荿蚅蝿膁膂蚁螈芄蒈薇螇羃芀蒃螇肅蒆荿螆膈艿蚇螅袇蒄薃袄羀芇葿袃肂蒂莅袂芄芅螄袁羄膈蚀袁肆莄薆袀腿膆蒂衿袈莂莈羈羁膅蚇羇肃莀薂羆膅膃蒈羅羅莈蒄羅肇芁螃羄腿蒇虿羃节芀薅羂羁蒅蒁蕿肄芈莇蚈膆蒃蚆蚇袆芆薂蚆肈蒂薈蚅膀莄蒄蚄芃膇螂蚃羂莃蚈蚃肅膆薄蚂膇莁蒀螁袇膄莆螀罿荿蚅蝿膁膂蚁螈芄蒈薇螇羃芀蒃螇肅蒆荿螆膈艿蚇螅袇蒄薃袄羀芇葿袃肂蒂莅袂芄芅螄袁羄膈蚀袁肆莄薆袀腿膆蒂衿袈莂莈羈羁膅蚇羇肃莀薂羆膅膃蒈羅羅莈蒄羅肇芁螃羄腿蒇虿羃节芀薅羂羁蒅蒁蕿肄芈莇蚈膆蒃蚆蚇袆芆薂蚆肈蒂薈蚅膀莄蒄蚄芃膇螂蚃羂莃蚈蚃肅膆薄蚂膇莁蒀螁袇膄莆螀罿荿蚅蝿膁膂蚁螈芄蒈薇螇羃芀蒃螇肅蒆荿螆膈艿蚇螅袇蒄薃袄羀芇葿袃肂蒂莅袂芄芅螄袁羄膈蚀袁肆莄薆袀腿膆蒂衿袈莂莈羈羁膅蚇羇肃莀薂羆膅膃蒈羅羅莈蒄羅肇芁螃羄腿蒇虿羃节芀薅羂羁蒅蒁蕿肄芈莇蚈膆蒃蚆蚇袆芆薂蚆肈蒂薈蚅膀莄蒄蚄芃膇螂蚃羂莃蚈蚃肅膆薄蚂膇莁蒀螁袇膄莆螀罿荿蚅蝿膁膂蚁螈芄蒈薇螇羃芀蒃螇肅蒆荿螆膈艿蚇螅袇蒄薃袄羀芇葿袃肂蒂莅袂芄芅螄袁羄膈蚀袁肆莄薆袀腿膆蒂衿袈莂莈羈羁膅蚇羇肃莀薂羆膅膃蒈羅羅莈蒄羅肇芁螃羄腿蒇虿羃节芀薅羂羁蒅蒁蕿肄芈莇蚈膆蒃蚆蚇袆芆薂蚆肈蒂薈蚅膀莄蒄蚄芃膇螂蚃羂莃蚈蚃肅膆薄蚂膇莁蒀螁袇膄莆螀罿荿蚅蝿膁膂蚁螈芄蒈薇螇羃芀蒃螇肅蒆荿螆膈艿蚇螅袇蒄薃袄羀芇葿袃肂蒂莅袂芄芅螄袁羄膈蚀袁肆莄薆袀腿膆蒂衿袈莂莈羈羁膅蚇羇肃莀薂羆膅膃蒈羅羅莈蒄羅肇芁螃羄腿蒇虿羃节芀薅羂羁蒅蒁蕿肄芈莇蚈膆蒃蚆蚇袆芆薂蚆肈蒂薈蚅膀莄蒄蚄芃膇螂蚃羂莃蚈蚃肅膆薄蚂膇莁蒀螁袇膄莆螀罿荿蚅蝿膁膂蚁螈芄蒈薇螇羃芀蒃螇肅蒆荿螆膈艿蚇螅袇蒄薃袄羀芇葿袃肂蒂莅袂芄芅螄袁羄膈蚀袁肆莄薆袀腿膆蒂衿袈莂莈羈羁膅蚇羇肃莀薂羆膅膃蒈羅羅莈蒄羅肇芁螃羄腿蒇虿羃节芀薅羂羁蒅蒁蕿肄芈莇蚈膆蒃蚆蚇袆芆薂蚆肈蒂薈蚅膀莄蒄蚄芃膇螂蚃羂莃蚈蚃肅膆薄蚂膇莁蒀螁袇膄莆螀罿荿蚅蝿膁膂蚁螈芄蒈薇螇羃芀蒃螇肅蒆荿螆膈艿蚇螅袇蒄薃袄羀芇葿袃肂蒂莅袂芄芅螄袁羄膈蚀袁肆莄薆袀腿膆蒂衿袈莂莈羈羁膅蚇羇肃莀薂羆膅膃蒈羅羅莈蒄羅肇芁螃羄腿蒇虿羃节芀薅羂羁蒅蒁蕿肄芈莇蚈膆蒃蚆蚇袆芆薂蚆肈蒂薈蚅膀莄蒄蚄芃膇螂蚃羂莃蚈蚃肅膆薄蚂膇莁蒀螁袇膄莆螀罿荿蚅蝿膁膂蚁螈芄蒈薇螇羃芀蒃螇肅蒆荿螆膈艿蚇螅袇蒄薃袄羀芇葿袃肂蒂莅袂芄芅螄袁羄膈蚀袁肆莄薆袀腿膆蒂衿袈莂莈羈羁膅蚇羇肃莀薂羆膅膃蒈羅羅莈蒄羅肇芁螃羄腿蒇虿羃节芀薅羂羁蒅蒁蕿肄芈莇蚈膆蒃蚆蚇袆芆薂蚆肈蒂薈蚅膀莄蒄蚄芃膇螂蚃羂莃蚈蚃肅膆薄蚂膇莁蒀螁袇膄莆螀罿荿蚅蝿膁膂蚁螈芄蒈薇螇羃芀蒃螇肅蒆荿螆膈艿蚇螅袇蒄薃袄羀芇葿袃肂蒂莅袂芄芅螄袁羄膈蚀袁肆莄薆袀腿膆蒂衿袈莂莈羈羁膅蚇羇肃莀薂羆膅膃蒈羅羅莈蒄羅肇芁螃羄腿蒇虿羃节芀薅羂羁蒅蒁蕿肄芈莇蚈膆蒃蚆蚇袆芆薂蚆肈蒂薈蚅膀莄蒄蚄芃膇螂蚃羂莃蚈蚃肅膆薄蚂膇莁蒀螁袇膄莆螀罿荿蚅蝿膁膂蚁螈芄蒈薇螇羃芀蒃螇肅蒆荿螆膈艿蚇螅袇蒄薃袄羀芇葿袃肂蒂莅袂芄芅螄袁羄膈蚀袁肆莄薆袀腿膆蒂衿袈莂莈羈羁膅蚇羇肃莀薂羆膅膃蒈羅羅莈蒄羅肇芁螃羄腿蒇虿羃节芀薅羂羁蒅蒁蕿肄芈莇蚈膆蒃蚆蚇袆芆薂蚆肈蒂薈蚅膀莄蒄蚄芃膇螂蚃羂莃蚈蚃肅膆薄蚂膇莁蒀螁袇膄莆螀罿荿蚅蝿膁膂蚁螈芄蒈薇螇羃芀蒃螇肅蒆荿螆膈艿蚇螅袇蒄薃袄羀芇葿袃肂蒂莅袂芄芅螄袁羄膈蚀袁肆莄薆袀腿膆蒂衿袈莂莈羈羁膅蚇羇肃莀薂羆膅膃蒈羅羅莈蒄羅肇芁螃羄腿蒇虿羃节芀薅羂羁蒅蒁蕿肄芈莇蚈膆蒃蚆蚇袆芆薂蚆肈蒂薈蚅膀莄蒄蚄芃膇螂蚃羂莃蚈蚃肅膆薄蚂膇莁蒀螁袇膄莆螀罿荿蚅蝿膁膂蚁螈芄蒈薇螇羃芀蒃螇肅蒆荿螆膈艿蚇螅袇蒄薃袄羀芇葿袃肂蒂莅袂芄芅螄袁羄膈蚀袁肆莄薆袀腿膆蒂衿袈莂莈羈羁膅蚇羇肃莀薂羆膅膃蒈羅羅莈蒄羅肇芁螃羄腿蒇虿羃节芀薅羂羁蒅蒁蕿肄芈莇蚈膆蒃蚆蚇袆芆薂蚆肈蒂薈蚅膀莄蒄蚄芃膇螂蚃羂莃蚈蚃肅膆薄蚂膇莁蒀螁袇膄莆螀罿荿蚅蝿膁膂蚁螈芄蒈薇螇羃芀蒃螇肅蒆荿螆膈艿蚇螅袇蒄薃袄羀芇葿袃肂蒂莅袂芄芅螄袁羄膈蚀袁肆莄薆袀腿膆蒂衿袈莂莈羈羁膅蚇羇肃莀薂羆膅膃蒈羅羅莈蒄羅肇芁螃羄腿蒇虿羃节芀薅羂羁蒅蒁蕿肄芈莇蚈膆蒃蚆蚇袆芆薂蚆肈蒂薈蚅膀莄蒄蚄芃膇螂蚃羂莃蚈蚃肅膆薄蚂膇莁蒀螁袇膄莆螀罿荿蚅蝿膁膂蚁螈芄蒈薇螇羃芀蒃螇肅蒆荿螆膈艿蚇螅袇蒄薃袄羀芇葿袃肂蒂莅袂芄芅螄袁羄膈蚀袁肆莄薆袀腿膆蒂衿袈莂莈羈羁膅蚇羇肃莀薂羆膅膃蒈羅羅莈蒄羅肇芁螃羄腿蒇虿羃节芀薅羂羁蒅蒁蕿肄芈莇蚈膆蒃蚆蚇袆芆薂蚆肈蒂薈蚅膀莄蒄蚄芃膇螂蚃羂莃蚈蚃肅膆薄蚂膇莁蒀螁袇膄莆螀罿荿蚅蝿膁膂蚁螈芄蒈薇 FRONT DESK Dear team member,Firstly, a very warm welcome to the Crowne Plaza Shenzhen as part of Front Office Department. Our key 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，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TABLE OF CONTENTSPart OnePart 1Welcome Letter From Director of Rooms Page 02Departmental Organization Chart Page 04Part 2 Job description Page05Part 3 Standard Operating Proceduresl Register F I T Page 09l Check Out Guest Page 12l Group Check In Page 15l Group Check Out Page 17l PCR Enrollment Page 18l Make a Reservation Page 20l Group Information CheckPage 23l Free Room UpgradePage 25l House Use and Complimentary RoomPage 26l Room ChangePage 27l Extra BedPage 29l Late Check OutPage 30l ExtensionPage 32l CancellationPage 34l Incognito Call, Screen Call and Do Not Disturb Page 36l Sleep Out Page 38l Authorization Of Entry To Guest RoomPage 39l Advance DepositPage 41l Handling Of Foreign Currency and Company Check as Deposit.Page 45l Account Information For Credit CardPage 46l Account Information For Direct BillingPage 47l Account Information Travel VoucherPage 48l Cash Paid Out, Cash Advance and RebatePage 50l Cash Float Hand Over and ControlPage 53l Drop SafePage 54l Contingency ReportPage 55l Computer System Down ProcedurePage 56Part 4 Acknowledgement letter by employeePage 57FRONT OFFICE ORGANIZATION CHARTKey Responsibilities Greets all guests at all times in a friendly and helpful manner and attempts to learn and use guests name at every opportunity Registers and rooms all arrivals according to established procedures Maintains intimate knowledge of departmental standards and procedures Performs check in, check out and room change procedures and ensures all data are entered completely into the hotel systems in accordance with reservation Ensure confidentiality of guest information Maintains cashier float and ensures accurate daily report of all money received Cashes hotel guests personal and travelers checks and assists with currency exchange Keeps abreast of all modifications to accounting policies and procedures Knowledgeable of all special promotion procedures, for programs such as: Seasonal Packages, Frequent Flyers Programs, and also Priority Club Rewards programs. Attends to guests complaints, inquiries and requests, referees problems to supervisor/Reception Manager if he/she unable to assist Is familiar with other Intercontinental Hotels and Resorts so that guest indicating any next destination on the registration card can be “sold” an onward booking to another InterContinental Hotels Does everything possible to ensure that the guests depart the hotel with a positive impression of hotel service Performs the audit balances and prepares all works for audit in an orderly fashion When on night shift, checks night report and prepares the morning report; ensures workings of functions are put on notice board accordingly Maintains comprehensive knowledge of standard reservation procedures including how to read telex, e-mail, messages, and how to interpret availability sources within the reservation systems Maintains exemplary deportment standards of behavior and appearance and attitude as expected in a IHG Brand Takes personal interest and pride to ensure that the front desk work area is kept clean and in an orderly state at all times Endeavors to maintain the high standards of the hotel with particular regard to the importance of Priority Club Rewards Program member and other VIPs and with reference to hotel and to be a health or safety hazardOccupational Health and Safety Responsibilities Demonstrate Awareness of OH&S policies and procedures and ensure all procedures are conducted safely and within OH&S guidelines Be aware of duty of care and adhere to occupational, health and safety legislation, policies and procedures 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 CompetenciesKey TasksTaking Responsibility Strive for constant improvement and take responsibility for your own performance Adhere to InterContinental Hotel Group Corporate Code of Conduct Adhere to Hotel Handbook and general policies and procedures Adhere to Front Desk Policies and Procedures Report problems to Management with suggestions for resolutionUnderstanding My Job Clarifies own job responsibilities and looks for opportunities that will increase skills and job knowledge Understands how their role fits with others and contributes to the success of business Understands the hotels facilities, products and services Provides information when requested and promotes hotels services, facilities and special events Implements section procedures and policies as neededCustomer Focus Build and maintain positive relationships with all internal customers and guests in order to anticipate their needs Anticipate guest needs, handle guest enquires, and solve problems Create a positive hotel image in every interaction with internal and external customers Adhere to hotel brand standards 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 guests needs Maintain current Hotel information to be able to provide information to guestsTeamwork Demonstrate co-operation and trust with colleagues, supervisors, teams and across departments Communicate well to ensure effective shift hand-over Actively participate in organized 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 communicationAdaptability Be open to new ideas and make changes in the job and routine as required Work in line with business requirements Complete tasks as directed by ManagementDeveloping Self Develop/update skills and knowledge (internally or externally) to reflect changed technology or changed work requirements Seek feedback on areas of shortfall Maximize opportunities for self developmentReliability Ensure that your work quality meets the standards required and complete tasks in a timely and thorough manner with minimum supervision Follow standards, policies and procedures Meet hotel attendance and grooming standardsCultural Awareness Work effectively with customers and colleagues from different viewpoints, cultures and countriesReplacement and Temporary Mission To be flexible and willing while asking to face in any area that needs to be helped in an emergency or difficult circumstances as assigned or required by management. To be ready and responsible to perform any other duties as designated or required by management from time to time.Notice This is a hotel business and a friendly service atmosphere must be projected at all the times. Management reserves the right to make changes to this description at its sole direction without advance notice.SUBJECT : REGISTER FITWhen the guest approach FD counter, the following checking in procedure should be processed.当客人来到前台时，根据以下程序登记入住。1. Staff makes eye contact when guest approaches counter.在客人靠近前台时，应与客人有目光接触。2. Guest is warmly greeted at the counter with your smile and pleasant expressions.“Good Morning/afternoon/evening, Sir.”微笑并热情礼貌地问候客人。“早上好、下午好、晚上好，先生。”3. Ask for passport or ID for registration.“May I have your passport or ID for registration?”向客人索取护照或身份证进行登记。“麻烦您出示护照或身份证登记一下，好吗？”4. Guest name is used during the registration.(Once you know guest surname from passport and ID, you must use the guest name throughout.)整个入住登记过程中都要称呼客人姓名。（一旦你从客人护照或身份证上取得客人姓氏后，必须称呼客人姓氏。）5. Retrieve guest booking. Ask the guest “Mr._, is this your first time to stay in our hotel?”If not, you should say “Welcome back! Mr._”If yes, you should say “Welcome to the Crowne Plaza Hotel Shenzhen! Mr._” 在系统里找出客人的预定。 询问客人“XXX先生，这是您第一次入住我们酒店吗？” 如果回答否，你应说：“欢迎您回来，XXX先生。” 如果回答是，你应说：“欢迎入住深圳威尼斯皇冠假日酒店，XXX先生。”6. PCR enrollment.“Are you our Priority Club member, Mr. _?”If yes, put guest number in system.If not, enroll guest to be a member. 优选俱乐部会员招募。“您是我们优选俱乐部会员吗，XXX先生？”如是，将客人的会员号码记入电脑系统。如否，鼓励客人加入。7. Check AddRemarks if any mail or message is being held for the guest. 检查备注是否有留言或给客人的邮件。8. Confirm reservation details.“Mr._, you will be staying with us for XX nights, c/o on XXX?”“You booked our non-smoking deluxe room with one king size bed.”(If the occupancy is not high)“You prefer smoking or non-smoking?”“King bed or twin?”与客人确认预定细节。“XXX先生，您将入住XX晚，XX号退房，是吗？”“您订的是豪华房，不吸烟，一张大床，对吗？”（在入住率不高的情况下）“您需要吸烟还是不吸烟的房间？”“一张大床还是两张床呢？”9. Assign the room. Assign the room according to guest preference in special service.Always give options, if you cannot offer the room that guest prefer.Do not forget to up sell the rooms and packages.分房。根据客人