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1、酒店管理會(huì)所__皇冠假日酒店禮賓部員工培訓(xùn)手冊(cè)Concierge1Dearteammember,Firstly,averywarmwelcometotheCrownePlazaShenzhenaspartofFrontOfficeDepartment.Ourkeytosuccessdependsverymuchonyourpositiveattitude,creativeflairandeyetodetails.Wearecommittedtodeveloppeoplethroughknowledgeenlarging,skilltra
2、iningandworkforcemotivation.YourremarkablecontributioninFrontOfficeDepartmentwillbegreatlyappreciated.真誠歡迎您加入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)致周到的服務(wù)，將是我們?nèi)〉贸晒Φ年P(guān)鍵因素。我們激勵(lì)員工通過不斷的學(xué)習(xí)和培訓(xùn)，來豐富專業(yè)知識(shí)，改善服務(wù)技巧，提高勞動(dòng)生產(chǎn)力，最終取得整體前廳部的成功。Iwishyouapleasantandfruitfulworkingexperienceat
3、FrontOfficeDepartment.祝愿您在這個(gè)團(tuán)隊(duì)里工作愉快，并獲得寶貴的工作經(jīng)歷。Yourstruly,此致2TABLEOFCONTENTSPartOnePart1??WelcomeLetterFromDirectorofRoomsPage02??DepartmentalOrganizationChartPage04Part2??JobdescriptionPage05??CheckListPage08Part3??StandardOperatingProceduresConcierge1TransportationChec
4、kListPage162AirportPickupandsendoffhandlingPage213RoomChangingPage264CheckInandCheckOutLuggageProcedurePage285LuggageRoomandStorageProcedurePage336NewspaperDeliveryPage367Guest’sMailParcel&PackagePage398StackingofLuggageOnCartPage419GroupLuggageHandlingPage4310HoldFo
5、rPickUpPage4511PagingServicePage47Transportation12TransportationCheckListPage1613AirportPickupandsendoffhandlingPage2114Driver’sRulePage4915Driver’sExpensesPage5216VehicleMileagePage5317VehicleMaintenancePage54Part4??AcknowledgementletterbyemployeePage573FRONTOFFICEORGAN
6、IZATIONCHARTJOBDESCRIPTION工作職責(zé)描述JobTitle:ConciergeSupervisor職位：禮賓部主管LOCATION:CROWNEPLAZASHENZHEN工作場(chǎng)所：深圳威尼斯皇冠假日酒店Department:FrontOffice部門：房務(wù)部/前廳部Responsibleto:ChiefConcierge有責(zé)任于：禮賓部經(jīng)理Responsiblefor:負(fù)責(zé)：BellBoy行李員Doorgirl門童JobSummary:ToensurethesmoothoperationoftheConcierge
7、dailyoperation,BellServicetransportation,ensuringmaximumguestsatisfaction.確保禮賓部每天正常運(yùn)做，行李及車輛服務(wù)順暢運(yùn)作，保障客人最大滿意服務(wù)。MAINDUTIESPERSONNEL主要職責(zé)：1.ReadtheconciergeshiftLog-Book,checkifsomethingswhichlastshiftleftneedtobefollowup.查看禮賓部交班本，查看上一個(gè)班有沒留下需要跟進(jìn)的事情。2.Checkthetransportationdai
8、lyarrangementnoticebook,ifguestbooksairportpickupordropoff,weshouldcheckandmakesurethemineralwatel,hand
