《威尼斯皇冠假日酒店《商务中心新员工入职培训手册》中英文对照((doc.docx》由会员分享，可在线阅读，更多相关《威尼斯皇冠假日酒店《商务中心新员工入职培训手册》中英文对照((doc.docx（55页珍藏版）》请在三一办公上搜索。
1、 - Business CenterTABLE OF CONTENTSPart OnePart 1Welcome Letter From Director of Rooms Page 03Departmental Organization Chart Page 04Part 2 BC Vision &Mission Page05 BC Tariff Page06 Job Descriptionl BC SupervisorPage 07l BC ClerkPage 11 Standard Operating Proceduresl Outgoing fax Page 13l Photocopy
2、 Service Page 15l Typing Service Page 18l Lamination Service Page 20l Binding ServicePage 22l Translation ServicePage 24l Express Service Page 27l Equipment Rental Service Page 30l Inter-net Service Page 33l E-mail Service Page 35l Telephone Service Page 36l Bus Ticket Service Page 38l Ferry Ticket
3、Service Page 41l Confirm & Change air ticket Page 43l Duty Description Page 45Part 3 Priority Club Reward Page 48 Terminology Page 51 Part 4 Acknowledgement letter by employeePage 57Dear team member,Firstly, a very warm welcome to the Crowne Plaza Shenzhen as part of Front Office Department. Our key
4、 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，
5、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FRONT OFFICE ORGANIZATION CHARTBusiness Center Concept商务中心的定义Business Center
6、is an office away from guests 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 co
7、operation, 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
8、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。 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 3000Portable Computer 手提电脑 100 300 600Laser Pri
9、nter 激光打印机 100 300 600Fax Machine 传真机 100 300 600Slide Projector 幻灯机 50 200 400Speak Phone 电话机 30 80 150DVD Machine DVD机 50 200 300VCR 录影机 300Portable Computer Card 电脑上网卡 50Wireless 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 S
10、ervice 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*
11、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/Page5元/页Incoming Fax 发进传真In-House Guest 住店客人Complimentary 免费
12、Outside Guest非住店客人 5yuan/Page5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/Page20元/页Disk Sale （3.5 inch） 3.5英寸磁盘15yuan/Page15元/张Scanni
13、ng 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/disk50元/个*Mobile Phone I
14、n-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/set25元/份The Asahi Shim Bun 朝日新闻 50yuan/set50元/份USA. Today 今日美国25yuan/set25元/份The Straits Times 海峡时报25yuan/set25元/份Oriental Daily News 东方日报 25yuan/set25元/份Ta Kung Pao 大 公 报10yuan/set10元/份Gu
15、est 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 DESCRIPTIONJOB TITLE:Business Ce
16、nter Supervisor AREA/DEPARTMENT: Rooms Division / Front Office / Business CenterREPORTS TO:DOR / ADOR / FOM / AFOM/Guest Service ManagerPOSITIONS SUPERVISED:Business Center Clerk JOB SCOPE:Under the general direction of the Front Office Manager and within the limits of established InterContinental H
17、otels 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 Inter
18、Continental Hotels Group and the brand ethos Key Responsibilities 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 Ce
19、nter 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 e
20、quipment 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 Pl
21、an strategies to take full benefit of forecasted business trends Analyse business centres 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 bu
22、dgeted sales targets are met or exceeded Complete regular market surveys of competitors products 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 efficien
23、t 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 departuresHuman Resource Responsibilities Works with Superior and Human Resource Manage
24、r 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 staffo Maintains a comprehensive, current and guest fo
25、cused set of departmental standards and procedures and oversees their implementationo Ensures training needs analysis of Business Centre staff is carried out and training programmes are designed and implemented to meet needso Conducts on the job training and maintains a comprehensive list of trainin
26、g progress for all staffo Conducts probation and formal performance appraisal discussions in line with company guidelines o Coaches, counsels and disciplines staff, providing constructive feedback to enhance performanceo Regularly communicates with staff and maintains good relationsFinancial Respons
27、ibilities Works with superior in the preparation and management of the departments budget. Duties include:o Assists in co-ordinating the preparation of the departmental annual budgeto Controls and monitors departmental costs on an ongoing basis to ensure performance against budgetOccupational Health
28、 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 pro
29、cedures 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 requirementsKey C
30、ompetenciesKey TasksDrive For Results 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 Understanding the Business Demon
31、strate 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 c
32、ompetitors 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 nec
33、essary to ensure that the business is successful and profitableProblem Solving and Decision Making Diagnose problems and thoroughly analyse information to guide decision making Evaluate and assimilate critical information when reaching conclusions and make logical, competent decisionsCustomer Focus
34、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 stand
35、ards 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
36、guests needs Maintain current Hotel information to be able to provide information to guests Implements procedures which enhance the guest experienceInnovation Generate new ideas and encourage creativity from your staff Recognize the need for new and modified approachesTeamwork Demonstrate co-operati
37、on 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 com
38、municationAdaptability 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 ManagementImpact and Influence Promote your ideas persuasively, and shape the opin
39、ion of subordinates and overcome resistance Build consensus for action and negotiate mutually beneficial solutions to problemsEstablish influential contacts with suppliersLeading and Developing People Inspire others to excel by clearly communicating business values and direction, recognizing good pe
40、rformance and providing managerial support Develop potential of others through coaching and development opportunities to build organization capability for the futureCultural Awareness Understands and takes into account the global nature of the business; works effectively with colleagues from differe
41、nt viewpoints, cultures and countriesJOB DESCRIPTIONJOB TITLE:Business Center ClerkAREA/DEPARTMENT: Rooms Division / Front Office / Business Center REPORTS TO:Business Center SupervisorJob SummeryThis position is responsible for rending efficient service to all Business Center guest related to vario
42、us service being offered to clients.Responsibilities1. To be fully conversant with all hotel activities & facilities.2. To be ensure that Business Center is always in order and clean.3. To be familiar with all types of services at Business Center.4. 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-d
