員工管理_無(wú)錫某酒店前臺(tái)員工培訓(xùn)資料34

前臺(tái)FRONT DESK部門/區(qū)域：DEPARTMENT/ AREA: fD 接待處fD RECEPTION 服務(wù)內(nèi)容/工作職責(zé)：SERVICE/ TASK:fD-sop-004 交接班準(zhǔn)備工作PREPARING FOR AND TAKING OVER A SHIFT標(biāo)準(zhǔn)：STANDARD: 保證班次交接順暢To do an effective hand over in order to ensure smooth running of the shift.賓客期望Guest expectation工作職責(zé)What to do?工作標(biāo)準(zhǔn)Standard of Performance 閱讀日志紀(jì)錄Read the Logbook交接Handover打印報(bào)告Print reports準(zhǔn)備必要文件Prepare all necessary documents 閱讀接待處交班本Read the reception logbook for- 重要事件 Any important event- 客人投訴 Any complaint- VIP抵店/住店信息 Any VIP arriving / in-house- 團(tuán)隊(duì)抵店/住店信息 Any group arriving / in-house- 尚未解決的換房要求 Pending room moves- 財(cái)務(wù)方面問(wèn)題必須每班登記Credit problems must be logged and recorded by every shift. 確保交接完全 Make sure to receive and give hand over. 每個(gè)員工閱讀日志記錄并簽字Each member of reception to read the logbook and sign. 打印必須的報(bào)告 Print necessary reports- 提醒Traces- 特殊預(yù)抵 Arrivals with specials- 應(yīng)退未退房 Due outs- 假房帳目 PM and PX accounts- 房態(tài)差異表 Back up reports; room discrepancy 確認(rèn)必需的文件已準(zhǔn)備就緒Make sure you have the necessary documents ready - 叫醒服務(wù)單 Wake up call sheet- 房間更換單Room movement sheet- 賓客需求登記單 Sheet to log guest requests- 接待清單（如果使用）Reception checklist (if applicable)努力了的才叫夢(mèng)想，不努力的就是空想！如果你一直空想的話，無(wú)論看多少正能量語(yǔ)錄，也趕不走滿滿的負(fù)能量！你還是原地踏步的你，一直在看別人進(jìn)步。賓客期望Guest expectation工作職責(zé)What to do?工作標(biāo)準(zhǔn)Standard of Performance完整交接Take a complete handover 作好上班的準(zhǔn)備工作 Prepare yourself for your shift 在規(guī)定時(shí)間上班報(bào)到 Report to work place at the correct time. 確保你儀容儀表合乎酒店規(guī)范（參考著裝標(biāo)準(zhǔn)）Ensure you are dressed and groomed to hotel standards. (refer to grooming standards) 到崗位上班前查閱后臺(tái)信息板上的信息Check notice boards in the back office for memos before going to the desk. 閱讀前臺(tái)交班本 Read Front Desk Logbook. 參加例會(huì)，與前一班次員工交接Attend briefing and take Hand Over from the previous shift.- 了解酒店目前的入住情況Obtain information on hotels Current Occupancy Status.- 了解當(dāng)天酒店運(yùn)轉(zhuǎn)信息（宴會(huì)會(huì)議等）Obtain information on hotels Movement for the day.- 了解賓客特別需求的信息Obtain information regarding outstanding guest requirements.- 了解賓客在前一班次提出的相關(guān)信息Obtain information regarding guest issues in the previous shift. 確保足夠的物資儲(chǔ)存以供當(dāng)天接待處的運(yùn)作（如果需要及時(shí)補(bǔ)充）Ensure adequate stock levels are available at the reception for the days operations. (Replenish if required)- 打印機(jī)里的票據(jù) Billing paper in the printers- 訂書機(jī)及訂數(shù)釘 Staplers and Staple pins- 空白登記卡 Blank Registration Cards- 請(qǐng)勿聯(lián)系表No Contact Forms- 會(huì)員申請(qǐng)表 Members Enrollment Forms- 留言信封 Message Envelopes- 空白信封 Blank Envelopes- 復(fù)印紙 Photocopy paper- 所有語(yǔ)言的歡迎夾 Welcomes packs in all languages- 修改，調(diào)整，退款，現(xiàn)金支出單Correction, Adjustments, Refund, Paid Outs Slips- 橡皮筋 Rubber Bands- 夾子/回形針 Paper Clips- 鑰匙卡 Key Cards- 鑰匙卡套 Keycard Holders- 班車時(shí)刻表 Bus Schedules- 泳池毛巾卡（如果使用）Pool Towel Cards (if applicable)- 筆Pens- 打印機(jī)墨筒 Printer Ink Cartridges賓客期望Guest expectation工作職責(zé)What to do?工作標(biāo)準(zhǔn)Standard of Performance所有其他相關(guān)的運(yùn)行設(shè)備和固定設(shè)施All other relevant operational equipment and stationary 確認(rèn)你手邊有：Make sure that you have:- 足夠的筆Adequate number of pens- 自用便簽紙（回收紙制作）Paper pad for notes (Recycle paper)- 小酒吧單Mini bar checklists 確保接待臺(tái)整潔沒(méi)有不必要的物品Make sure the Reception Desk is clear of all unnecessary supplies. 確保接待臺(tái)物品歸放整齊不亂Make sure that the reception desk is not cluttered. 確保你清楚酒店當(dāng)日活動(dòng)信息Ensure