------- Business Center
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TABLE OF CONTENTS
Part One Part 1
?Welcome Letter From Director of Rooms ?Departmental Organization Chart
Page 03 Page 04
Part 2
? BC Vision &Mission ? BC Tariff ? Job Description
? BC Supervisor ? BC Clerk ? Standard Operating Procedures
? Outgoing fax ? Photocopy Service ? Typing Service ? Lamination Service ? Binding Service ? Translation Service ? Express Service ? Equipment Rental Service ? Inter-net Service ? E-mail Service ? Telephone Service ? Bus Ticket Service ? Ferry Ticket Service ? Confirm & Change air ticket ? Duty Description
Part 3
Page05 Page06 Page 07 Page 11
Page 13 Page 15 Page 18 Page 20 Page 22 Page 24 Page 27 Page 30 Page 33 Page 35 Page 36 Page 38 Page 41 Page 43 Page 45
? Priority Club Reward
? Terminology
Part 4 ? Acknowledgement letter by employee
Page 48 Page 51
Page 57
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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
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FRONT OFFICE ORGANIZATION CHART
FOM前厅部经理1Asst.FOM前厅部副经理1Asst. Manager大堂副理Mr. Oliver ZhaoMr. Steven WangMs. Betty ZhaoMr. Johnson Zhu4CPC Manager行政楼层经理Mr. Lee Kwan Tae1Reception Manager接待经理Ms. Annie Cai1Guest Service Center Manager客户服务中心经理Ms. Sandra Huang 1Chief Concierge礼宾司Mr. David Yang 1FD Senior Supervisor高级接待主管1GRO Supervisor客户关系主管1Senior GRO高级客户关系主任2FD Asst. Supervisor接待副主管2BC Supervisor商务中心主管1BC Asst. Supervisor商务中心副主管1GSC Supervisor客户服务中心主管1GSC Asst. Supervisor客户服务中心副主管3Senior Supervisor礼宾部高级主管1Concierge Supervisor礼宾部主管1Asst. Supervisor礼宾部副主管2Senior Supervisor车队高级主管1GRO客户关系主任10FD Agent接待员12BC Clerk商务中心文员2GSC Clerk客户服务中心文员10Bellman & Door girl 行李生&门童15Driver 司机10
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Business Center Concept
商务中心的定义
Business Center is an office away from guest’s own office. We also supply the
secretary service whenever guest need.
商务中心是客人办公室以外的办公室，在客人没有秘书的情况下也能满足
客人的秘书需求。
Business Center Mission Statement
商务中心使命宣言
To be the best Business Center in all the hotels of ShenZhen by seeking
outstanding service to our guest. Strengthen cooperation, heighten skill, enrich
economic and trade knowledge to perfect itself, Meet & overstep customers’
different requirements with friendly, quick and precise services. Protect equipment,
control cost, propagandize and sell broadly all service items of Business Center
to increase profits.
追求卓越的服务，使商务中心成为深圳所有酒店中最好的商务中心。
增强合作，不断完善自己，提高服务技能和经贸知识，以友好、快捷和准确
的服务满足并超越客人的不同需求。保护设施，控制成本，全面宣传并推销
商务中心的各项服务，以提高利润。
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Business Center Tariff
商 务 中 心 价 目 表
Currency in RMB 货币：人民币
Office Equipment 办公室设备 One Hour Half Day Whole Day 1小时 半 天 1天 Data Projector 数据影仪 400 1500 3000 Portable Computer 手提电脑 100 300 600 Laser Printer 激光打印机 100 300 600 Fax Machine 传真机 100 300 600 Slide Projector 幻灯机 50 200 400 Speak Phone 电话机 30 80 150 DVD Machine DVD机 50 200 300 VCR 录影机 300 Portable Computer Card 电脑上网卡 50 Wireless LAN Card 无线上网卡 50 * Advance deposit is required for any equipment rental. 租用设备需缴纳押金。 Photocopy Service 复印服务 Lamination Service 过塑服务 A4 Size A4尺寸 3yuan/Page 3元/页 ID Size ID尺寸 8yuan/Page 8元/页 A3 Size A3尺寸 6yuan/Page 6元/页 B5 Size B5尺寸 15yuan/Page 15元/页 Transparency胶片 18yuan/Page 18元/页 A4 Size A4尺寸 30yuan/Page 30元/页 Paper纸张A4尺寸 2yuan/Page 2元/页 Telephone 电话 IDD/DDD 长途电话 Cost+15% Surcharge 成本+15%服务费 Local Call 市 话 3 min. / 1yuan 3分钟/1元 * Local Call : Free of charge for in-house guest 市话：住店客人免费 Outgoing Fax 发出传真 HK, Macau & Taiwan 香港、台湾及澳门 IDD Cost+5yuan/Page 通讯费+5元/页服务费 International 国际 IDD Cost+5yuan/Page 通讯费+5元/页服务费 Domestic 国内 DDD Cost+5yuan/Page 通讯费+5元/页服务费 Local（Shenzhen） 深圳市内 5yuan/Page 5元/页 Incoming Fax 发进传真 In-House Guest 住店客人 Complimentary 免费 Outside Guest 非住店客人 5yuan/Page 5元/页 Secretarial Service 秘书服务 Chinese Typing （A4 Size） 中文打字（A4尺寸） 80yuan/Page 80元/页 English Typing （A4 Size） 英文打字（A4尺寸） 70yuan/Page 70元/页 Laser Printing 激光打印 15yuan/Page 15元/页 Color Printing （A4 Size） 彩色打印（A4 尺寸） 20yuan/Page 20元/页 Disk Sale （3.5 inch） 3.5英寸磁盘 15yuan/Page 15元/张 Scanning Service 扫描服务 25yuan/Page 25元/页 Binding Service 装订服务 30yuan/Set 30元/套 Translation 翻译服务 Cost+15% Surcharge 成本+15%服务费 Secretarial Service 秘书服务 Cost+15% Surcharge 成本+15%服务费Shorthand Service 速记服务 Cost+15% Surcharge 成本+15%服务费 Mail Service 快递服务 Cost+15% Surcharge 成本+15%服务费 CD Copy 光碟复制 50yuan/disk 50元/个 *Mobile Phone In-Charge: RMB20/time for outside guest 手机电池充电：店外客RMB20/次 Newspaper Service 报纸出售
《South China Morning Post》《南华早报》 25yuan/set 25元/份 《The Asahi Shim Bun》 《朝日新闻》 50yuan/set 50元/份 《USA. Today》 《今日美国》 25yuan/set 25元/份 《The Straits Times》 《海峡时报》 25yuan/set 25元/份 《Oriental Daily News 》 《东方日报》 25yuan/set 25元/份
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《Ta Kung Pao》 《大 公 报》 10yuan/set 10元/份 Guest Workstation 客用电脑工作站
E-Mail/Internet Usage 电子邮件及国际互联网使用 30yuan/half an hour 30元/半小时 60yuan/hour 60元/小时 Each Workstation is equipped with: 1 Keyboard, 1 Personal Computer, 1 Laser Printer, 1 Telephone and Internet.
每间电脑工作站装备有：1个
每间电脑工作站装备有：1个键盘，1台电脑，1台激光打印机，1部电话及上网设施。
JOB DESCRIPTION
JOB TITLE:
AREA/DEPARTMENT:
Business Center Supervisor
Rooms Division / Front Office / Business Center
DOR / ADOR / FOM / AFOM/Guest Service Manager
REPORTS TO:
POSITIONS SUPERVISED: JOB SCOPE:
Key Responsibilities Business Center Clerk
Under the general direction of the Front Office Manager and within the limits of established InterContinental Hotels Group and local policies and procedures, oversees and directs all aspects of the Business Centre function to achieve the highest possible guest satisfaction and profit. Promotes the desired work culture around the five core values of Trust, Integrity, Respect, One Team and Service of the InterContinental Hotels Group and the brand ethos
? Monitor Business Center personnel to ensure maximum guest satisfaction through personal recognition and prompt cordial attention ? Manage and provide direction for day-to-day operation and administration of all components of Business Center ? Appraise appearance, discipline and efficiency of all staff order direct supervision and initiate immediate remedial action if necessary ? Set up guests’ business appointments ? Ensure stationery supplies are maintained to standard, ordering in advance when required ? Manage the routine servicing of equipment ? Organize and conduct regular meetings for all Business Center staff to facilitate communication and a smooth operation ? Participate in broader Front Office meetings to keep abreast of issues in the department and inform your staff of same ? Forecast future business trends on a monthly basis ? Plan strategies to take full benefit of forecasted business trends ? Analyse business centre’s strengths, weaknesses and opportunities ? Develop and implement action plans to improve strengths, overcome weaknesses and capture opportunities ? Assist in planning and co-ordinating activities to ensure that a budgeted sales targets are met or exceeded ? Complete regular market surveys of competitor’s products Prepared by Business Center 由商务中心编制 Page 7 of 55
? Assist with the development of strategies based on market research that will ensure achievement of market share and outlet profit targets ? Approve leave after reviewing hotel occupancies ? Prepares efficient work schedule for Business Centre staff, arranging holidays and vacation, taking into consideration project occupancy and forecasts and any large group movements, especially those with early or late arrivals or departures Human Resource Responsibilities ? Works with Superior and Human Resource Manager to ensure the departmental performance of staff is productive. Duties include: o Assists in planning for future staffing needs o Assists in recruiting in line with company guidelines o Prepares and administers detailed induction program for new staff o Maintains a comprehensive, current and guest focused set of departmental standards and procedures and oversees their implementation o Ensures training needs analysis of Business Centre staff is carried out and training programmes are designed and implemented to meet needs o Conducts on the job training and maintains a comprehensive list of training progress for all staff o Conducts probation and formal performance appraisal discussions in line with company guidelines o Coaches, counsels and disciplines staff, providing constructive feedback to enhance performance o Regularly communicates with staff and maintains good relations Financial Responsibilities ? Works with superior in the preparation and management of the department’s budget. Duties include: o Assists in co-ordinating the preparation of the departmental annual budget o Controls and monitors departmental costs on an ongoing basis to ensure performance against budget Occupational Health and Safety Responsibilities ? Demonstrate Awareness of OH&S policies and procedures and ensure all procedures are conducted safely and within OH&S guidelines and ensure your direct reports do the same ? 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 requirements Key Key Tasks Competencies Prepared by Business Center 由商务中心编制 Page 8 of 55
Drive For Results Understanding the Business Problem Solving and Decision Making Customer Focus Innovation ? Compete against a standard of excellence by setting high performance standards and pursuing aggressive goals ? Strive for constant improvements and takes responsibility for achieving business results and persevere despite obstacles ? Demonstrate an interest in and an understanding of issues relevant to your department and hotel and keep your knowledge up to date, including legislative information ? Adheres to Intercontinental Hotels Group Corporate Code of Conduct, Employee Handbook and Hotel policies ? Demonstrates an understanding of competitors’ major strengths and weaknesses ? Establishes and interprets key performance indicators to manage the business, consistently takes into accounts financial implications of business decisions and recommendations ? Has a broad knowledge of how the business is run, focuses on the major factors necessary to ensure that the business is successful and profitable ? Diagnose problems and thoroughly analyse information to guide decision making ? Evaluate and assimilate critical information when reaching conclusions and make logical, competent decisions ? Build and maintain positive relationships with all internal customers and guests in order to exceed their needs ? Take action to address these needs in order to exceed their expectations ? 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 guests ? Implements procedures which enhance the guest experience ? Generate new ideas and encourage creativity from your staff
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Teamwork Adaptability Impact and Influence Leading and Developing People Cultural Awareness
? Recognize the need for new and modified approaches ? Demonstrate co-operation and trust with colleagues, supervisors, teams and across departments to deliver positive results ? Actively participate in wider hotel 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 communication ? Be comfortable and effective in an environment of ambiguity or change ? Be receptive to new ideas and respond to workplace changes in a flexible and optimistic manner ? Complete tasks as directed by Management ? Promote your ideas persuasively, and shape the opinion of subordinates and overcome resistance ? Build consensus for action and negotiate mutually beneficial solutions to problemsEstablish influential contacts with suppliers ? Inspire others to excel by clearly communicating business values and direction, recognizing good performance and providing managerial support ? Develop potential of others through coaching and development opportunities to build organization capability for the future ? Understands and takes into account the global nature of the business; works effectively with colleagues from different viewpoints, cultures and countries
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JOB DESCRIPTION
JOB TITLE:
AREA/DEPARTMENT:
Business Center Clerk
Rooms Division / Front Office / Business Center
Business Center Supervisor
REPORTS TO:
Job Summery
This position is responsible for rending efficient service to all Business Center guest related to various service being offered to clients.
Responsibilities
1. 2. 3. 4.
To be fully conversant with all hotel activities & facilities.
To be ensure that Business Center is always in order and clean. To be familiar with all types of services at Business Center.
To sort out all outgoing faxes and proceed immediately with the distribution to concerned parties without delay.
5. To project an image of discretion at all times and maintain food relations among Business Center staff and especially
to guests.
6. To be responsible for an efficient and up-date filing system for the Business Center
7. To attend to guests services promptly and prepare transaction formalities for proper charges
based on the service rendered.
8. To report to supervisor any information that may be of interest to service enhancement,
especially, Business Center guest comments.
9. To perform any other duties as may be assigned by supervisors.
10. To make sure that all information and guest comments are written in the Log Book 11. To maintain and update the B/C library
12. To maintain a high standards of personal appearance and by hygiene at all times. 13. Be able to take reservation for BC guests 14. Well use if priority club program & Benefits Job Requirement
1. Ability to be familiar with all Business Center services, procedures, regulations and
equipments.
2. Ability to render to guests service requirements efficiently 3. To be fluent in English, oral and written
4. Ability to be accommodating with guest, polite, courteous, friendly and with high sense of
responsibility
5. Ability to type fast and accurately
6. Ability to perform independent correspondence
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7. Ability to answer phone calls and take messages in a friendly and courteous manner 8. Ability to file and receive documents efficiently
SUBJECT: OUTGOING FAX发送传真
.Policy 政策
Ensure all the fax can be sending effectively. 确保所有传真准确快速的传送。
Procedures 程序
1. Greet the guest
- Stand up with smile and greet guest ask how you can be of assistance when guest approaches to
Business Center counter, “Good morning, Sir/Madam, How may I help you？” to show courtesy and respect to guest
- If busy with phone or another guest, Please indicate to guest that you will attend to him as soon as
possible, seat the guest first. 问候客人
- 当客人走进商务中心，员工起立微笑并主动问候客人，询问客人有什么可以效劳
- 如果你正在电话中或服务其他客人，要与进入商务中心的客人点头示意，并指引客人先坐下等
候，并尽快为客人服务。
2. Get guest requirement
- Get guest send fax requirement - Take the document from guest
- Double check with fax number and pages to avoid misunderstanding - Check with the guest room number and name 询问客人的需求
- 得知客人需要发送传真 - 接过客人的文件
- 与客人确认传真号码及传真的总页数 - 并询问客人的房号及姓名
3. Quotation
- Advise guest the total amount of sending fax for guest’s reference. “Excuse me sir , the price is RMB5/ page plus the telephone cost” 报价
- 告知客人发送传真的价格避免客人投诉价格贵
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“发送传真的收费是每页5元外加电话费”
4. Transmission传送
A According the fax number to send it A 按照客人传真号码传送
a) If the fax sending successful show the fax report to guest
b) If you have difficulty in getting through after 2 or 3 times tell the guest and explain the situation
then ask the guest if he has another fax number
c) If the guest is very busy and ask the staff to send the fax document to his room after transmission a) 如果客人的文件成功发送要将传真报告给客人并告知客人传送结果 b) 如果客人的传真发2-3次仍然无法发送要告知客人并询问客人是否有其他的号码 d) 如果客人有急事要去处理，要求先将传真发过去之后将原稿送到房间：
1. Double confirm the guest name and room number 2. Confirm the guest requirement
3. Confirm guest payment, if the price is not available, write down the standard price in
voucher and get guest signature
4. If the fax transmission is successful, leave a written message to guest room to inform the
total price attach with the transmission report and original document
5. If the fax transmission failed, contact guest immediately through phone call and ask for
alternative fax number
6. Leave a written message if guest not in the room 1. 首先与客人确认房号及客人的姓名 2. 确认客人的要求
3. 确认付款方式，如果价钱不能确定将其收费标准写在杂项收费单请客人签名确认 4. 如果传真成功发送，留言给客人并告知客人消费金额并将其原件及传真报告一并
送到房间
5. 如果传真未能成功发送，通过电话直接联系客人并询问是否有新的传真号码 6. 如果客人不在房间手写留言给客人并告知情况
B If the guest wants to send at the pointed time B 定时发送
1 Confirm the exact time 2 Set up machine as below:
“定时发送”----输入设定指定时间---“设定”---输入传真号码----“开始”---- 扫描文件
3 Check the fax machine at the pointed time to see if it works properly
1 和客人确认发送时间
2 按照如下步骤操作：
首先选择“定时发送”功能键-----输入发送传真时间----按“设定”键----输入传真号码----按“开始”键----扫描文件
3 到指定时间检查传真机是否正常工作
5. Payment - Check the telephone cost of folio 5 in PMS - Confirm the payment with guest
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收取费用 - 在电脑系统的#5查询电话费用 - 与客人确认付款方式 A) Cash
a) Fill in the miscellaneous form with the exact price and get the guest signature b) Give the guest receipt after settle A) 客人以现金结算
a) 填写杂项收费单并注明客人消费金额并让客人签名 b) 结算完毕给客人提供发票 B) Charge to room
a) Double confirm guest room number and name
b) Fill in the miscellaneous form with the exact price and get the guest signature c) Post the charge to the guest folio in PMS B) 将费用抛入房间
a) 与客人再次确认房间号码与姓名
b) 将填写准确消费金额的杂项收费单给客人签名予以确认 c) 将其消费输入客人房间 C) Credit Card
a) Slip the credit card on the post machine, make sure the amount is correct. b) Obtain the guest signature on the voucher
c) Fill out the miscellaneous form with the exact price and get the guest signature d) Give the guest one credit card slip attach with the hotel invoice C) 客人以信用卡方式结算
a) 在信用卡机上将客人消费金额准确无误刷卡 b) 让客人在信用卡单上签名
c) 将填写准确消费金额的杂项收费单给客人签名予以确认 d) 将信用卡回执给客人并给客人酒店的发票
6. Record 记录
- All the on day outgoing fax must recorded on the outgoing fax control sheet manually
每天发送传真当班同事必须登记在传真记录上 - Control sheet details: 记录包括
a) Date 日期 b) Room No 房间号码
c) Guest Name/Sender name 客人姓名/发件人姓名 d) Fax Number/ company name 传真号码/公司名称 e) Pages & Surcharge 页数及服务费 f) Telephone Cost 电话成本
g) Miscellaneous charge 杂项收费单单号 h) BC Clerk/Handle by 经手人 i) Payment 付款方式 j) Remarks 备注
- B shift staff need to print on fax report from fax machine at 23:00 and submit to F&BS
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每天晚班员工在23：00需在传真机将传真报告打印一份交财务部。
Note: ***Destroy the original document if the guest do not want to keep it ***The staff can not mention the fax contents intended
注意： ***如果客人不需要将文件保存员工应立即帮助销毁 ***员工不允许故意的谈及文件相关内容
SUBJECT: PHOTOCOPY PROCEDURE
复印服务
.Policy 政策
Ensure offer efficient and clarity photocopy service to guest 为了确保提供高效清晰的复印服务给客人
Procedures 程序
1. Greet the guest
- Stand up with smile and greet guest ask how you can be of assistance when guest approaches to Business Center counter, “Good morning, Sir/Madam, How may I help you？” to show courtesy and respect to guest
- If busy with phone or another guest, Please indicate to guest that you will attend to him as soon as
possible, seat the guest first.
问候客人
- 当客人走进商务中心，员工起立微笑并主动问候客人，询问客人有什么可以效劳
- 如果你正在电话中或服务其他客人，要与进入商务中心的客人点头示意，并指引客人先坐下等候，并尽快为客人服务。
2. Get guest requirement
- Get guest copy requirement - Quotation
- Get guest document
- Double check guest room number and guest name - Confirm guest requirement 询问客人的需求
- 得到客人复印的需求 - 报价
- 接过客人的文件
- 确认客人的房间号码和姓名 - 确认客人复印的要求
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3. Making copy A) Auto Copy
Please flowing the steps as below:
- Place the originals in the optional paper tray
- -
Adjust the side guide to fit the size of your originals
Make sure place the originals face up on the paper tray
复印
A) 自动复印
按照以下步骤进行自动复印
- 将原件放入面盘上
- 根据客人的要求调节机器调节器 - 保持原件的正面朝上
B) Manual copy
Please flowing the steps as below:
- If copy is a binding or file document or book, place the originals on the platen glass 1) Lift the platen glass cover
2) Place the originals on the platen glass face downward 3) Gently put off the platen glass cover
4) Select tray type of paper required (A3 or A4 ) B) 手动复印
请按照如下步骤进行操作：
- 如果客人的原件是装订文件中的一张或一本书，把文件的正面朝上 1) 打开复印机的盖子
2) 将原件面（有字面）朝下放在复印机的面盘上 3) 盖上盖子
4) 根据纸张的大小来调节按纽进行复印 C) Special requirement - Pagination copy
All the steps will following Auto copy, but must turn on pagination button - ID copy - Double sides copy - Transparency copy
If the guest wants to copy lots of transparency, must copy it one by one, avoid the transparency adhibits together
C）特殊要求 - 分页复印
所有的步骤遵循自动复印，但是在复印之前必须先按分页功能按纽 - 身份证复印 - 双面复印 - 胶片复印
如果客人复印大量的胶片切记不能进行快捷复印，必须一页一页的复印，以避免文件粘在一起
4. Confirm the copy with guest
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- All copies must try one page and show to guest confirm
和客人确认复印的效果
- 所有的复印必须先复印一张测试页并与客人确认其效果，如果客人满意将按照客人的需求复印
5. Get back original and copies to guest
- Double confirm with the guest to meet his needs and pass the original document to the guest with two hands
将原件和复印件归还给客人
- 双手将原件和复印件交给客人，并和客人确认复印效果 6. Payment
- Confirm the payment with guest
收取费用并输入电脑 - 与客人确认付款方式 A) Cash
a) Fill in the miscellaneous form with the exact price and get the guest signature b) Give the guest receipt after settle 客人以现金结算
a) 填写杂项收费单并注明客人消费金额并让客人签名 b) 结算完毕给客人提供发票
B）Charge to room
a) Double confirm guest room number and name
b) Fill in the miscellaneous form with the exact price and get the guest signature c) Post the charge to the guest folio in PMS 将费用抛入房间
a) 与客人再次确认房间号码与姓名
b) 将填写准确消费金额的杂项收费单给客人签名予以确认 c) 将其消费输入客人房间 C）Credit Card
a) Slip the credit card on the post machine, make sure the amount is correct. b) Obtain the guest signature on the voucher
c) Fill out the miscellaneous form with the exact price and get the guest signature d) Give the guest one credit card slip attach with the hotel invoice 客人以信用卡方式结算
a) 在信用卡机上将客人消费金额准确无误刷卡 b) 让客人在信用卡单上签名
c) 将填写准确消费金额的杂项收费单给客人签名予以确认 d) 将信用卡回执给客人并给客人酒店的发票
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SUBJECT: TYPING SERVICE 打字服务
Policy 政策
Offer the efficiency accurate secretary service 提供精确的秘书服务
Procedures 程序 1. Greet the guest
- Stand up with smile and greet guest ask how you can be of assistance when guest approaches to Business Center counter, “Good morning, Sir/Madam, How may I help you？” to show courtesy and respect to guest
- If busy with phone or another guest, Please indicate to guest that you will attend to him as soon as
possible, seat the guest first. 问候客人 - 当客人走进商务中心，员工起立微笑并主动问候客人，询问客人有什么可以效劳
- 如果你正在电话中或服务其他客人，要与进入商务中心的客人点头示意，并指引客人先坐下等
候，并尽快为客人服务。
2. Get guest requirement
- Get guest typing requirement - Offer the price immediately
- Double check guest name and room number
- Read through with guest and double check the unclear writing - Confirm guest requirement
- Confirm with guest for the completion time 询问客人的需求
- 得到客人需要打字的要求 - 报价
- 确认客人的姓名及房间号码
- 首先初步的对文件浏览一遍，并向客人指出不清晰的地方 - 确认客人的需求
- 告知客人完成此文件大约需要的时间
3. Typing
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- According to guest request for typing - Print a draft for guest double check 打字
- 按照客人的要求进行打字 - 打印草稿供客人检查
4. Print the document 打印文件
- After proofreading and when guest is satisfied with the typing, double confirm the number of copies request
- If the guest no special requirement and delete the document immediately
- 当按照客人的要求修改完后客人也很满意打的效果，按照客人要求的分数进行打印 - 按照客人的要求保存文件，如果客人没有特殊的需求将其文件立刻删除 5. Charge and posting in system - Confirm the payment with guest 收取费用并输入电脑 - 与客人确认付款方式 A) Cash
a) Fill in the miscellaneous form with the exact price and get the guest signature b) Give the guest receipt after settle 客人以现金结算
a) 填写杂项收费单并注明客人消费金额并让客人签名 b) 结算完毕给客人提供发票 B) Charge to room
a) Double confirm guest room number and name
b) Fill in the miscellaneous form with the exact price and get the guest signature c) Post the charge to the guest folio in PMS 客人挂房帐
a) 与客人再次确认房间号码与姓名
b) 将填写准确消费金额的杂项收费单给客人签名予以确认 c) 将其消费输入客人房间 C) Credit Card
a) Slip the credit card on the post machine, make sure the amount is correct. b) Obtain the guest signature on the voucher
c) Fill out the miscellaneous form with the exact price and get the guest signature d) Give the guest one credit card slip attaché with the hotel invoice 客人以信用卡方式结算
a) 在信用卡机上将客人消费金额准确无误刷卡 b) 获得客人的签名在信用卡单上
c) 将填写准确消费金额的杂项收费单给客人签名予以确认 d) 给客人信用卡单回执并附上酒店的发票
Note: ***Destroy the original document if the guest do not want to keep it
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***The staff cannot mention the document contents intended
注意: ***如果客人不需要将文件保存员工应立即帮助销毁 ***员工不允许故意的谈及文件相关内容
SUBJECT: LAMINATION SERVICE 过塑服务
Policy 政策
Ensure offer good lamination service to meet guest business requirement 确保提供良好的过塑服务使客人满意。
Procedures 程序 1. Greet the guest
- Stand up with smile and greet guest ask how you can be of assistance when guest approaches to Business Center counter, “Good morning, Sir/Madam, How may I help you？” to show courtesy and respect to guest
- If busy with phone or another guest, Please indicate to guest that you will attend to him as soon as
possible, seat the guest first. 问候客人
- 当客人走进商务中心，员工起立微笑并主动问候客人，询问客人有什么可以效劳
- 如果你正在电话中或服务其他客人，要与进入商务中心的客人点头示意，并指引客人先坐下等
候，并尽快为客人服务。
2. Get guest requirement
- Get guest lamination requirement - Get the photo or document from guest
- Double check guest name and room number - Quotation 询问客人的需求
- 客人需要过塑服务
- 得到客人需要过塑的文件或者照片 - 确认客人的姓名或者房间号码 - 报价
3. Provide plastic Lamination service 提供过胶服务 - Confirm guest lamination size - Choose the right lamination paper
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16. Recharge the laptop. 给手提电脑充电。
17. Fill in the paper in the machine，ensure the equipment keep good function.
补充足够的纸张，确保各种机器正常运作。
18. Write down follow up things in the handover book and information.
将交班事项及各种相关信息记录在交班本上。 19. Handover with afternoon shift.
与晚班同事交接。
20. Fill the miscellaneous charge in the computer
将所有的杂项收费单输入电脑。 21. Print the bill.
打印报表在前厅办公室。 22. Sign out
签退。
Afternoon Shift (15:00----23:00)
1. Sign in.
签到。
2. Attend the afternoon briefing in the back office of Front office at 15:00.
下午3点准时参加例会。 3. Handover with morning shift.
与早班进行交接。
4. Read the handover and follow up the things
阅读交班并跟进所有事项。
5. Double check the equipment and books and writ it down.
检查所有的设施设备及书籍并做好记录。 6. Double check the cash float.
清点备用金。
7. Double check the kinds of tickets and the ticketing record.
清点各种票据及记录。 8. Dust the table and equipment.
打扫卫生。
9. Double check the newspaper and magazine.
清点并整理报纸及杂志。
10. Write the flow up things and information in handover book.
将各种信息及交班记录在交班本上。
11. Ensure every hour double check email one time.
检查邮件，确保每小时一次。 12. Fill in the paper in the machine.
补充足够的纸张。
13. Fill the miscellaneous charge in the computer, and pint it 2 sets, one set file and another to F&BS.
将所有的杂项收费单输入电脑,并打印2份，一份存档，另一份交财务部。
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14. Write down the total copies in the handover book. 记录当天复印机总的复印数量。
15. Put all the ticket and cash float in the safety box.
在下班前将所有的票据及备用金放入保险箱内。 16. Print the fax report.
打印当天的传真报告。
17. Shut down the equipment At 22:55
关闭所有的设备。
18. Forward the telephone to guest service center.
将电话转到客户服务中心。
19. Turn down the power and block the door.
关闭电源并锁门。 20. Hand over with AM.
与大堂副理进行交接。 21. Print the bill.
打印报表。 22. Sign out.
- 签退。
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Priority Club Reward 国际优选俱乐部会员奖励制度
Background & Description
It’s one of the strongest frequent guest program in the hospitality industry and forms an essential part of IHG strategy to attract frequent business travelers and maintain their loyalty to InterContinental, Crowne Plaza, Indigo, Holiday Inn, Holiday Inn Express & Staybridge Suite.
InterContinent Hotels & Resorts酒店管理公司主张在各品牌酒店中,以推广客悦奖励计划作为集团发展的战略举措,以吸引更多的回头客,成为集团忠诚的消费群体.
The expansion of the Priority Club Reward World Program to include members resident in Asia Pacific was launched successfully in April 1994. The program includes a tailored award scheme, marketing communication materials in 4 languages, 3 dedicated service center and a data base for the Asia Pacific region in addition, there’re a great numbers of worldwide Airline frequency alliances, including Qantas, Asia Miles, United Airlines, Northwest Airlines, American Airlines, Lufthansa, etc. total 30 alliances.
国际优选会员俱乐部于1994年4月在亚太地区成功推广. 推广计划包括量身定做的优惠条款,四种语言具备的宣传手册,三个独立的客户服务中心及一个亚太地区数据库.同时,全世界三十家航空公司与我们同步推行飞行里程奖励计划.
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Level
Base Level: 基础会员
Base 基础会员 Gold 金卡会员 Platinum
Qualification
Upon Enrollment 即可生效
15 qualifying nights or 20,000 points or US$50 to achieve 15各有效间夜或20,000点积分, 或以50美金购买. 50 qualifying nights or 60,000 points 50个有效间夜或60,000点积分
白金卡会员
? 10 points or 2.5 miles for every US$ spent when paying a qualifying rate.
每1美金的有效房费支出,可获得10个积分或2.5个飞行里程. ? Extended check out until2:00PM
推迟退房时间至下午两点. ? Weekday newspaper
每日报纸?
? Purchase additional points
可购买点数
? Points are transferable
点数可转移
? Wide selection of quality merchandise, airline miles or retail/restaurant certificates
点数可兑换成住宿,航空里程,餐券或购物券等等, 种类繁多 ? Personal shopper program with unlimited award choices
个人购物券没有商品类别限制 ? Superior hotel award night program
高级酒店住宿奖励
? 20% discount on Business Center Service
商务中心部分服务项目享受20%折扣 ?
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Gold Member Benefits??金卡会员 ? All Base Member Benefits PLUS:
所有基础会员享受待遇的基础上, 更多: ? Priority Check-In on guaranteed reservation
会员优先入住登记
? Receive 10% Bonus Points on Base points earned
10%的红利点数
? Exclusive Gold Customer Service Telephone Number for all Priority Club inquires
高级会员专用服务热线
Platinum Member Benefits??白金卡会员 ? All Gold Member Benefits PLUS:
所有金卡会员享受待遇的基础上, 更多:
? Receive 50% Bonus Points on Base points earned
50%的红利点数
? Room Upgrade if available
房间升级
? Guaranteed Room availability (72 hours)
72小时确保房间预订
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