某五星级大酒店前厅部员工培训手册资料.doc

前厅部新员工入职手册 （前台） 目 录 前台岗位职责 政策与程序 报表 .JOB DESCRIPTION 福顺天天大酒店 岗位职责 Index Number 029 Page: 1of 3 Job title: Receptionist and cashier 职位名称：接待员、收银员 Effective Date: July 1,2002 Report to: Reception leader 直属上级 ：接待部领班 Supersedes: 职务概述： Position Description: 负责问候客人及有礼貌并高效率提供所有客人入住服务；努力地销售客房，使酒店的入住率及房间收入达到最大的限度；有礼貌地提供客人所要求的有关咨询服务，宣传和推销所有酒店的设施和服务。 Greet the guest politely and provide registration for guest efficiently. Up sell rooms of hotels and increase rooms revenue and occupancy. Provide information service to guest’s request and sale promotion of facilities and services of the hotel. 职务及职责范围： Responsibility 热情有礼貌地问候所有到来的客人，并提供高效率的入住服务。 To greet all the guests politely and check in the guest efficiently. 尽力地为酒店销售房间，在可能的情况下促销客房，使酒店达到最高的开房率和房间收入。 To sale promotion of hotel rooms and get the highest occupancy and room revenues if possible. 提供优秀的服务，尽量满足客人的要求。 To provide best service and fulfill requests of the guest as possible. 协助接待部领班做贵宾入住前的准备工作。 To assist Reception Shift Leader to prepare before VIP arrival. 服从上级安排的用膳时间。 Submit meal time from superior 在客人入住登记时，应检查住宿登记表的内容是否与护照及有关证件相符，并要严格地执行酒店的信贷制度，清楚明确地填写有关客人的付款方式及其他资料。 When the guest check in, check registration card with ID card or Passport. Perform the credit policy of the hotel and fill in the guest payment and other information clearly. 将前台所做的订房及时交给预定部。 To hand over reservations to Reservation Office. 客人入住时应清楚是否有客人的留言或信函，确保客人在第一时间能收到T To make sure the arrival guest receive the message in first time if have message for the guest. 执行酒店所有的规章制度。 To perform all the policy and procedure of the hotel. 了解前厅部各分部的功能及工作程序。 To be familiar with all the function and procedure of all the section 快速并有礼貌地回答客人的电话。 To answer the guest telephone immediately and politely. 熟悉酒店的信贷制度。 To be familiar with the credit policy of the hotel. 培训实习生。 To train the trainee. 保持工作区域的清洁及个人清洁。 To keep the working area clean and individual tidy. 接到客人的投诉或有其他事件发生时，立刻报告上级。 Report to superior when receiving guest’s complain. 当有客人要求延时退房