FD_TRAINING_PLAN_工作计划_计划解决方案_应用文书.xls

FRONT DESK TRAINING PLAN Section Front Desk Training List Remark Trainer Complete Practice HotelIntroduction Of Front Office前前厅厅部部介介绍绍 Hotel production knowledge Incl hotel inspection 酒店产品知识 Telephone manner电话礼仪 Front Office terminology前厅术语 Floor plan楼层分布 Room availability configuration introduction可卖房及房间配置 Room assigning room type房间分配 Opera System TrainingOperaOpera系系统统 Invoice 发发票票的的使使用用 The standard of make out an invoice开具发票的规范 Use the invoice machine发票机的操作方法 Foreign Currency Exchange外外币币兑兑换换 Foreign currency exchange procedure外币兑换程序 Reservation system 预预定定 Reservation system general introduction简单介绍 Making Reservation新新预预订订 FIT Reservation散客预订 House use room自用房 FIT Check in Procedure散散客客入入住住程程序序 FIT Reservation check in procedure有预订散客入住程序 Guest registration card introduction登记单 move rooms program 为客人办理换房 stay program为客人办理续住 Local registration requirement公安局登记要求 Registration to PSB 公安局电脑系统录入 Make the key钥匙制作 Deposit And Payment押押金金和和付付款款 FIT deposit policies押金的规定 Cash payment for deposit现金作押金 Foreign currency for deposit外币作押金 Money exchange shift closing procedure外币兑换投款程序 Credit card payment for deposit EDC machine信用卡作押金 刷卡机的使用 City ledger payment协议挂帐 Special check in Procedure特特别别入入住住程程序序 Walk in guest check in procedure无预订散客的入住程序 VIP check in procedure贵宾入住程序 T A Voucher Production旅旅行行社社定定房房凭凭证证 T A FIT check in procedure旅行社散客入住程序 T A voucher payment deposit旅行社付款方式 押金 Group Check in Preparation团团队队入入住住的的准准备备 Group master payment confirming with T A团队付款方式的确认 Group file preparation团队文件的准备 Group room blocking团队锁房 Group rooming list团队名单 Group movement sheet preparation团队定单的准备 Group room keys preparation团队房间钥匙的准备 Group Check In Procedure团团队队入入住住程程序序 FRONT DESK TRAINING PLAN Section Front Desk Training List Remark Trainer Complete Practice Group movement sheet confirming团队定单的确认 Group rooming list confirming团队名单的确认 Cash Float备备用用金金 GSA banking floats policies接待员备用金的制度 Check Out Procedure FIT 退退房房程程序序 散散客客 Check out procedure for cash payment现金结帐程序 Check out procedure for credit cards信用卡结帐程序 Check out procedure for city ledge挂帐结帐程序 Check out with balance未结帐的退房 Guest Account客客人人帐帐目目 Miscellaneous charge杂项调整费用 REBATE减免 Paid out charge现金支出 Guest folio transferring客人转帐 Check Out Procedure GROUP 退退房房程程序序 团团队队 Group master check out procedure团队主帐单退房 Group incidental check out procedure团队自付帐单退房 Wake up service叫叫醒醒服服务务 Fill in and use of the documents 单单据据的的填填写写及及使使用用 Guest Folio Sorting Out客客人人帐帐单单 GSA Shift Auditing接接待待员员当当班班审审核核 GSA banking float closing procedure关帐 Shift ending balance closing procedure接待员关帐的程序 FRONT DESK TRAINING PLAN Training content 1 GSOPractice Introduction Front Office前前厅厅部部介介绍绍 Organization chart Front Office前厅部架构 Responsibilities of the Front Office Dept前厅部的职责 Relationship with other Dept与其他部门的合作 Staff personal training manual员工培训指南 Front Office discipline and policies 纪律与政策 Duty schedule sign in and sign out 班次安排 Hotel production knowledge酒店产品知识 Job Description 职职位位工工作作描描述述 Duties and responsibilities 工作责任与职责 GSTS客客人人满满意意度度追追踪踪调调 查查 Reservation system 预预定定 Reservation system general introduction简单介绍 Reservation form introduction解释预订表 Room availability configuration introduction可卖房及房间配置 Floor plan楼层分布 Making Reservation 新新预预订订 FIT Reservation Foreign Independent Tourist 散客预订 FIT Amendment cancellation散客预订的更改及 取消 House use room自用房 AreaTraining content Group Reservation 团团队队预预订订 Group instruction sheet团队指示表 Group system inputting filing system 输入团队系统并整 理归档 Group rooming list团队房间目录 Group movement sheet团队动向表 Group complimentary room团队免费房Practice Special Reservation 特特殊殊预预订订 Complimentary room免费房预订 VIP Reservation贵宾预订 Room assigning room type房间分配 Room upselling skills客房升级销售技巧 Travel agency voucher introduction 旅行社住房券的介 绍 Holidex 全球定房系统 FIT Check in Procedure 散散客客入入住住程程序序 FIT Reservation check in procedure 有预订散客入住程 序 Guest registration card introduction登记单 Local registration requirement公安局登记要求 Front Office terminology前厅术语 Room escorting procedure引领至房间 Special check in Procedure 特特别别入入住住程程序序 Walk in check in procedure 无预订散客的入住 程序 VIP amenities贵宾赠品 VIP check in procedure贵宾入住程序 T A Voucher Production 旅旅行行社社定定房房凭凭证证 T A FIT check in procedure 旅行社散客入住程 序 T A voucher payment deposit旅行社付款方式 押 金 T A master billing set up团队主帐单的建立 Guests incidental billing set up 客人自付帐单的建 立 AreaTraining content Deposit And Payment 押押金金和和付付款款 FIT deposit policies押金的规定 Cash payment for deposit现金作押金 Credit card payment for deposit信用卡作押金 city ledger payment挂帐 Cheque payment for deposit支票押金 Foreign currency for deposit外币作押金 Guest Payment 客客人人付付款款方方式式 No deposit policies无押金的规定 Paid by pay for payment handling被付 为付的结帐处 理 House account在住客人人数 In House Guest 住住店店客客人人 Room rate changing房间 房价的更改 Safe deposit box handling保险箱的处理 Room Status 房房态态 Room discrepancy房态差异 Repeat guest history回头客的客史 Making the guest amenities orders下果蓝单 Due In Guest Preparation当当天天抵抵店店客客人人的的准准 备备 Room assignment booking for FIT分房 为散客作预定 Due in guest reservation form filing system 当天抵店客人预定 单的准备 Due in guest RC preparation 当天抵店客人登记 单的准备 Room not ready for due in guest 抵店客人房间未准 备好 Early check in guest handling 提前入住客人的处 理 Group Check in Preparation 团团队队入入住住的的准准备备 Group file preparation团队文件的准备 Group room blocking团队锁房 Group rooming list团队名单 Group movement sheet preparation团队定单的准备 Group room keys preparation 团队房间钥匙的准 备 Group meal coupon preparation团队餐券的准备 Group envelope preparation AreaTraining content Group Check In Procedure 团团队队入入住住程程序序 Group movement sheet confirming团队定单的确认 Group rooming list confirming团队名单的确认 Group welcome speech团队欢迎词 Group Master Payment 团团队队付付款款方方式式 Group master payment confirming with T A 团队付款方式的确 认 Group master folio set up团队主帐单的建立 Group incidental folio set up 团队自付帐单的建 立 Group master bill preparation团队总帐的准备 Guest Account 客客人人帐帐目目 Miscellaneous debits charge杂项调整费用 Miscellaneous credit charge REBATE 减免 Paid out charge现金支出 Cash Float 备备用用金金 GSO banking floats policies 接待员备用金的制 度 Due back procedure备用金欠款程序 Check Out Procedure FIT 退退房房程程序序 散散客客 Check out procedure for cash payment现金结帐程序 Check out procedure for credit cards信用卡结帐程序 Check out procedure for city ledge挂帐结帐程序 Check out procedure for direct billing Check out with balance未结帐的退房 Check Out Procedure GROUP 退退房房程程序序 团团队队 Group master check out procedure团队主帐单退房 Group incidental check out procedure团队自付帐单退房 In House Guest Account 在在住住客客人人帐帐目目 Guest folio transferring客人转帐 Special billing setting up特殊帐目的建立 Special Charge Handling 特特殊殊费费用用的的处处理理 Late charge handling追收帐目的处理 Credit card late charge handling 信用卡追收帐目的 处理 Signature on file档案上的签字 Check out with balance未结帐的退房 AreaTraining content Foreign Currency Exchange 外外币币兑兑换换 Foreign currency exchange procedure外币兑换程序 Travel check exchange procedure 旅行支票的兑换程 序 Guest Folio Sorting Out 客客人人帐帐单单 Long staying guest account handling 长住客人帐目的处 理 Company charge handling 公司付费项目的处 理 GSO Shift Auditing 接接待待员员当当班班审审核核 GSO banking float closing procedure Shift ending balance closing procedure接待员关帐的程序 Check out with balance report Money exchange shift closing procedure EDC credit card total balance report信用卡机总数报表 Night Auditing Procedure 夜夜