1、1GUESTGUESTGUESTGUESTRELATIONSRELATIONSRELATIONSRELATIONSOFFICEROFFICEROFFICEROFFICER宾客关系主任宾客关系主任New Hire Handbook2DepartmentalDepartmentalDepartmentalDepartmental TrainingTrainingTrainingTraining Checklist/Checklist/Checklist/Checklist/员工部门培训培训表员工部门培训培训表EmployeeEmployeeEmployeeEmployee NameNameName
2、Name/ / / /员工姓名员工姓名：JoinJoinJoinJoin DateDateDateDate/ / / /入职日期入职日期：PositionPositionPositionPosition/ / / /职位职位：Department/SectionDepartment/SectionDepartment/SectionDepartment/Section/ / / /部门部门/ / / /分部分部：NONONONOTopicsTopicsTopicsTopics / / / /项目项目DurationDurationDurationDuration课时课时Training/Tra
3、ining/Training/Training/ 培训培训Date&Date&Date&Date&TimeTimeTimeTime时间时间TrainerTrainerTrainerTrainer培训员培训员TraineeTraineeTraineeTrainee s s s sSignatureSignatureSignatureSignature学员学员GenericsGenericsGenericsGenerics Information/Information/Information/Information/总体信息总体信息1 1 1 1部门组织结构部门组织结构2 2 2 2工作职责工作
4、职责3 3 3 3日常工作内容日常工作内容4 4 4 4DepartmentalDepartmentalDepartmentalDepartmental Information/Information/Information/Information/部门信息部门信息1 1 1 1客房相关知识客房相关知识2 2 2 2客人代码简称客人代码简称3 3 3 3酒店产品知识酒店产品知识4 4 4 45 5 5 5HotelHotelHotelHotel Standard/Standard/Standard/Standard/酒店标准酒店标准1 1 1 1工作时间、考勤及假期制度工作时间、考勤及假期制度
5、/ /仪容仪表仪容仪表2 2 2 2服务质量监测服务质量监测3 3 3 34 4 4 45 5 5 5OperationOperationOperationOperation Procedure/Procedure/Procedure/Procedure/运作流程运作流程1 1 1 1日常工作内容日常工作内容2 2 2 23 3 3 34 4 4 45 5 5 56 6 6 6KnowledgeKnowledgeKnowledgeKnowledge andandandand SkillsSkillsSkillsSkills / / / /知识和技能知识和技能1 1 1 1酒店介绍标准用语酒店介
6、绍标准用语2 2 2 2服务质量监测服务质量监测3 3 3 34 4 4 45 5 5 56 6 6 6备注：部门培训检查清单中的培训项目由部门设定。3目目录录前言4部门组织结构5工作职责7工作时间、考勤及假期制度11员工仪容仪表12日常工作内容15服务质量监测16客房相关知识18客人代码简称19酒店介绍标准用语20第一次到店礼物23回头客礼品24书面工作27常用欢迎卡294亲爱的新同事:欢迎你成为苏州香格里拉大酒店前厅部这个大家庭的一员。提供热情、好客的香格里拉情，并使客人感受到喜出望外的服务，是酒店全体员工的职责及目标。在期待你到来的同时，为了帮助你更了解本职工作的责任和相关知识，我们特别
7、准备了这本手册，希望能使你工作得更愉快，顺利和成功。此外，你的每一位同事也会成为你工作 的 最 佳 伙伴。最后，再次欢迎你加入这个快乐而又积极向上的大家庭。我们相信你会为成为香格里拉的一员而引以为豪。5AFOMAFOMAFOMAFOM - DavidDavidDavidDavid PanPanPanPanChiefChiefChiefChief ConciergeConciergeConciergeConcierge Mgr-LeoMgr-LeoMgr-LeoMgr-Leo WuWuWuWuGuestGuestGuestGuest RelationsRelationsRelationsRela
8、tions Manager-IvyManager-IvyManager-IvyManager-IvyWeiWeiWeiWeiServiceServiceServiceService C C C Centerenterenterenter Mgr-SammyMgr-SammyMgr-SammyMgr-SammyYangYangYangYangBusinessBusinessBusinessBusiness CenterCenterCenterCenter Manager-Manager-Manager-Manager-SammySammySammySammy YangYangYangYangGu
9、estGuestGuestGuest HistoryHistoryHistoryHistory SL-SL-SL-SL-KatyKatyKatyKatyYeYeYeYeHorizonHorizonHorizonHorizon ClubClubClubClub Manager-TigerManager-TigerManager-TigerManager-TigerZhangZhangZhangZhangDutyDutyDutyDuty Manager-NickManager-NickManager-NickManager-NickYuYuYuYuDutyDutyDutyDuty Manager-
10、Manager-Manager-Manager-ChristineChristineChristineChristineZhangZhangZhangZhangDutyDutyDutyDuty Manager-ClementManager-ClementManager-ClementManager-Clement GeGeGeGeDutyDutyDutyDuty Manager-LyttonManager-LyttonManager-LyttonManager-Lytton LvLvLvLv6GRMGRMGRMGRM -Ivy-Ivy-Ivy-Ivy WeiWeiWeiWeiGRLGRLGRL
11、GRL-SusanSusanSusanSusan LiuLiuLiuLiuJPJPJPJPGROGROGROGRO-KawamuraKawamuraKawamuraKawamuraKeikoKeikoKeikoKeikoJPJPJPJPGROGROGROGRO-IshimotoIshimotoIshimotoIshimotoHiroshiHiroshiHiroshiHiroshiGROGROGROGRO-KatinaKatinaKatinaKatina XieXieXieXieGROGROGROGRO-MaryMaryMaryMary ZhaoZhaoZhaoZhaoGROGROGROGRO
12、- CrystalCrystalCrystalCrystal ZhouZhouZhouZhou7ServiceServiceServiceServiceAssociateAssociateAssociateAssociate GuestGuestGuestGuestRelationsRelationsRelationsRelations OfficerOfficerOfficerOfficer/ / / /服务员客户关系主任JobJobJobJob SummarySummarySummarySummary / / / / Purpose:Purpose:Purpose:Purpose:工作概述
13、工作概述/ / / /目的：目的：Undertheguidance and supervision of Service Leader- Guest Relation OfficeandtheDuty Manager ensures smooth and efficient handling oftheservice sothat theguest receive utmost care. Providethenecessary VIP treatment;coordinateswith alldepartment concerned tofulfillguest needs and to r
14、espondand comply professionally.在前厅经理的指导和监管下确保前厅运营的流畅有效，以便客人得到最佳的服务。提在前厅经理的指导和监管下确保前厅运营的流畅有效，以便客人得到最佳的服务。提供必要的供必要的 VIPVIPVIPVIP 待遇；与其他部门相协调以满足，回复客人的需求待遇；与其他部门相协调以满足，回复客人的需求。KeyKeyKeyKeyAreas:Areas:Areas:Areas:职责范围职责范围1. Guest Relations/Satisfaction ；客户关系/满意度；2. Control Rooms Keys； 控制房间钥匙；3. Updates
15、the Opera System ；更新操作系统；4. Communication；交流；5. Operating Efficiency；有效运营；6. General Duties；其他事宜；1. 1. 1. 1. UESTUESTUESTUESTSATISFACTIONSATISFACTIONSATISFACTIONSATISFACTION客人满意度客人满意度a) Product Knowledge产品知识 Familiar withallHotel Service, rates, outlet promotions, special events, etc.熟悉酒店所有服务，房价，促销活
16、动和特殊事件等。 Promotes Hotel facilities whenever possibleandisfamiliar with city and localinformation.时刻推销酒店设备，并且熟悉城市和当地信息。 Checks rooms before guest arrives and reports any defects to Engineering Dept.immediately.在客人到达前检查房间，并把任何不足通知给工程部。8 Prepares and supervises the distribution of guest amenities, welc
17、ome letters and fruitsbasket.准备并监督客用备品的分发情况，如欢迎信和水果篮。b) VIP HandlingVIP 事务处理 AdvisesResident Manager, General Manager of regular guests, so that Sales personnel ormanagementwillmeet the guest in person.建议驻店经理和总经理注意常规客人，销售部同事或管理层可以亲自迎接客人。 Meets VIP guest in the lobby and offer information pertaining
18、to hotel services andfacilities.在大堂接待 VIP 客人并提供酒店的服务与设施方面的信息。 Ensure that special arrangement requestedisin order prior to arrival and departure ofguestbychecking room and set up of amenities.在客人到达和离开之前检查房间和备品情况，确保客人的特殊要求都得到落实。 Welcome and escorts VIPsontheir arrival in order to ensure guests satisf
19、action throughpersonal recognition.在 VIP 客人到达时提供欢迎和迎接服务，通过个性化的认知服务来使客人满意。 Arranges transportation and baggage collection for VIPs.为 VIP 客人安排车辆和行礼运送服务。 Handlesallflight confirmation requests.处理所有的航班确认要求。2. 2. 2. 2. UPDATEUPDATEUPDATEUPDATETHETHETHETHE O O O OPERAPERAPERAPERASYSTEMSYSTEMSYSTEMSYSTEM更新
20、更新 OPERAOPERAOPERAOPERA 系统系统 Check Opera system before issuing keys to house guest to ensure issuance of appropriatekeys to the right guest.把客房钥匙给客人之前检查 Opera系统，以确保正确的钥匙分给正确的客人。 Creates guests folio and accurately completes information on guests, race, origin, modeof payment, date of birth details o
21、f arrival and departure, sourceofreservation.创建客人资料库，并正确完整地记录客人资料。细节包括民族，籍贯，付款方式，出生日期，到店离店细节和预定来源。3.C3.C3.C3.COMMUNICATIONOMMUNICATIONOMMUNICATIONOMMUNICATION交流交流Updates guest history immediately, works closely with the Guest History Manager asregard to the VIPs information.9及时更新客史记录，与客史信息部保持密切联系，做好
22、 VIP 客人的记录。 Ensureallare fully aware ofallevents during the previous shiftbygoing through theDutyManagers logbook upon arrival of shift.确保所有人都充分意识到所有的事件，通过值班经理的工作记录本进行顺利交班。 Maintain a recordofguest feedback and takes remedial action to resolve problems.做好客人反馈的记录，并且通过补救行为来解决问题。 Followsup onongoing gu
23、est dissatisfaction as reported in the logbook.跟进记录在工作交接本上的客人的不满意见。 Ensures to make courtesy calls to the guest to fulfill the requirementofthe PerformanceMonitor Program.确保给客人拨打礼貌电话，完成“客户意见调查”计划。 Ensures to communicate to otherdepartment pertaining to guest complainsand guest request.与其他部门沟通，确保客人的投
24、诉和要求得到及时回复。 Ensures complete Guest Satisfaction atalltimes.确保时刻保持使客人满意。4. 4. 4. 4. PERATINGPERATINGPERATINGPERATINGEFFICIENCYEFFICIENCYEFFICIENCYEFFICIENCY运营效率运营效率Oversees lobby operations ensuring thatguests are handled quickly and efficiently inalltheir needs.监管大堂运营状况，以确保客人的所有需求得到快速有效的处理。 Reportse
25、fficiency problems and makes recommendations for solving problems.及时报告效率的问题，并提出解决方法。 Monitor and investigatesallHousekeeping room status (especially for VIPs arrivals)监管并调查所有客房的状态（特别是 VIP 客人入住时） 。 Responsible for Frequent Guest Recognition to make sure that all-complimentary itemsand give-away are p
26、repared properly.负责常住客的认知情况，以确保所有的欢迎卡和赠品都准备妥当。105 5 5 5. . . . ENERALENERALENERALENERALDUTIESDUTIESDUTIESDUTIES其他事宜其他事宜a) Care of Equipment设备维护 Oversees maintenance and handlingofequipment used.监管并处理设备的保养和使用。 Take ownershipof hotel equipment, ensuretimelyreportingof malfunction ormalfunction or main
27、tenance and handlingofequipment used.对酒店的设备要有主人翁精神，及时通知相关部门设备发生的故障情况。b) Training and Development培训和发展 Attends schedule training.出席计划的培训。 Participates actively in company initiated employee activities.积极参加公司举办的员工活动。c) Attendance出勤 Adheres to the set procedures for attendance and timekeeping.遵守制定的出勤时间
28、和程序。d) Company Policies and Procedures公司政策及程序Adheres to the provision outlined in the Employees Handbook, Disciplinary Code andRules and Regulations.遵守酒员工手册上提供的纪律及规章制度。e) Environmental Awareness环保意识 Reduces waste supplies and materialsbyre-using or selling.通过再利用和卖旧货减少物资浪费 Recycles, whenever possible
29、尽可能进行回收再利用。 Conserves water and energy by adhering to environmental/energy conservation.通过遵守环境/能源保护条例来节水，节能。f)Guiding Principles指导方针 Demonstrate and practice the Guiding Principle according to the Shangri-La One TeamOneWay.根据香格里拉齐心协力，步调一致，力争卓越的指导方针，作为工作的行为准则11员工工作时间、考勤及假期制度员工工作时间、考勤及假期制度一、一、 考勤制度考勤制
30、度（1）员工应自觉遵守酒店的考勤制度。（2）上下班时应由本人刷卡，并在本部门如实记录实际上岗和离岗时间。上班刷卡时间应至少在上班时间前 10分钟；下班刷卡时间应在下班时间后 10 分钟。（3）让他人代打卡或代他人打卡，均为严重违反酒店规定的行为，酒店将按情节轻重给予纪律处分。如员工忘记带卡或忘记刷卡，在得到部门经理及人力资源部同意的情况下，当日可视为迟到，并给予口头警告。（4）出勤情况将记录在册，作为考核员工工作态度与工作表现的一项重要内容。（5）各部门将指定专人负责考勤工作，认真核实刷卡纪录，并将核实情况每月报送人力资源部。员工到岗前应安排充分的时间更换制服，以便准时到达工作岗位报到。员工在
31、工作时间内，不得擅离职守，临时有事外出，应事先征得部门主管、经理或总监的批准。如需条换班此，必须事先征得部门经理的同意。擅自离职工平均工资或私下调班，按旷工处理。员工病假、事假或其他休假，应按照酒店规定办理请假手续。二、二、 迟到、早退迟到、早退所有员工都应根据酒店规定按时上、下班，上、下班时间以部门签到为准，并以刷卡记录作为参考。三、三、 旷工旷工员工无故缺勤将被视为旷工。旷工是严重违反酒店规定的行为，连续旷工三天或全年累计旷三天者，将被解除劳动合同。四、四、 病假病假（1 1 1 1）病假期间的待遇病假期间的待遇因病获准休假者，其病假期间的待遇按国家有关规定及酒店政策办理。员工医疗期满后，
32、如不能从事原工作，又不可能调整岗位或本人不愿接受调整岗位者，酒店将有权解除其劳动合同（2 2 2 2）病假申请及审批病假申请及审批员工在工作中感到不适时，应先到酒店医务室就诊，由酒店医生根据员工病情进行治疗或建议员工回家休息。12员工若因病当日不能到酒店上班，应尽快通知其主管，以便主管安排他人顶替。本部门如当时没有人接听电话，可通知人力资源部或值班经理。病假证明一般须在医生开具的起始日二十四小时之内交至部门经理处。因病情严重无法及时交至部门，应先电话通知主管，并在生病即日起的三日内将病假证明交至部门经理处，未按上述规定交病假证明的将被视为无故缺勤。另外，人力资源部有权根据酒店医生的建议来决定员
33、工的病假是否有效，无效病假一律视为无薪事假。外出培训或工作的员工，须到培训或工作所在地酒店的医务室就诊，回到本酒店后要出示诊断证明及病假申请作记录。五、五、 事假事假事假是指除年假外员工用于处理意外的私人事务的无薪假期。所有事假的申请须由人力资源部总监和总经理共同批准。StaffStaffStaffStaffGroomingGroomingGroomingGrooming员工仪容仪表员工仪容仪表HairHairHairHair 头发头发Hair must be cleaned and dandruff- free.Well-trimmed andwell combed.头发必须整日保持干净、整
34、洁。Hair must be natural color, and professional-nottoo“trendy”.色泽必须是自然，职业化不要太时尚。Simple and neatcut, off the face发型简洁干净，不可以遮住脸。MaleMaleMaleMale HairHairHairHair 男士的头发男士的头发Hairstyles must maintain a conservative appearance and shouldbe trimmed regularly. 保持简单的发式并经常修剪Hair must beneat, not fluffyor messy
35、. 头发保持干净，不可有蓬乱的细发Hair mustnottouchshirtcollar. 头发长度不可触及衣领No shaven heads 不可剃光头Wetlookor excessive use ofhairgelisnotpermitted 请勿过度使用造型液FemaleFemaleFemaleFemale HairHairHairHair 女士的头发女士的头发ShortShortShortShort HairHairHairHair 短发短发Hair must be trimmed regularly. 定期修剪头发Frizzyhair- use mousse orgellotio
36、n. 若有长短不一的细发，请用发胶或摩丝定型13MediumMediumMediumMedium LengthLengthLengthLength HairHairHairHair 中长发中长发Forhairlength beyondcollar,please apply longhairstandard. 头发长度超过衣领下缘者，请遵照长发的规定Hair length above collar 长度须不超过衣领下缘Wear only appropriate size, black & plain surface hairpins 使用黑色，样式简单，大小适中的发夹LongLongLongLo
37、ng HairHairHairHair 长发长发Wear only appropriate size, black & plain surface hairpins 使用黑色，样式简单，大小适中的发夹Frizzyhair- use mousse orgellotion. 若有长短不一的细发，请用发胶或摩丝定型FaceFaceFaceFace 脸部脸部Maintain a cleanface. 保持面部干净。Uselightskin care products.不可以使用气味浓烈的护肤品。Clear contactlens 只能配戴无色的隐形眼镜。MaleMaleMaleMale FaceFac
38、eFaceFace 男士的脸部男士的脸部Gentleman should be clean shaveneveryday,without stubble. 男士要每日修面。不得留胡须。No sideburns and beards 不可蓄络腮胡或山羊胡。Nostril hairswellmaintained,nottoprotrude.鼻毛须修剪整齐,无外露。FemaleFemaleFemaleFemale FaceFaceFaceFace 女士的脸部女士的脸部For female staff,lightmake up, color of makeupmust be gentle.化自然的淡妆
39、,色彩适当Dark lipstick and cool color lipstick should be avoided. 请勿使用深色和冷色调的唇膏。Mascara should be natural睫毛膏颜色应与眉毛、头发颜色搭配HandHandHandHand 手部手部Keepnails short and clean.指甲必须剪短和指甲干净。Nail varnish must be of colorless, preferablenotwearnailpolish. 指甲应每日修剪整齐，保持自然光泽。JewelryJewelryJewelryJewelry 首饰首饰Wear one e
40、ngagement/wedding ring. Ring must beinconservative design 只能佩戴一只样式简单的结婚或订婚戒指Necklacemust be worn inside the uniform 项链不可露出制服外Only conventional watches could be worn(SWATCHand color/ cartoon watches arenotallowed)只能佩戴一只深色及样式简单的手表，不可佩戴思沃奇表14Simple earringoneachear.每个耳朵只 能戴一只耳环。Only stubbed style earri
41、ngs, should be smaller than ear lobe 须配戴贴式耳饰，且不大於耳垂No earringisallowed for gentlemen employees. 男士不得戴耳环。NameNameNameName TagsTagsTagsTags 名牌名牌It is part of our dress standard and should be worn atalltimes. 名牌是你制服的一部分，必须每日佩戴。Wear your name tag above your left breast. 把名牌戴在你的制服左胸前。UniformUniformUnifor
42、mUniform 制服制服Keep uniform clean,wellpressed& maintained. 保持制服干净平整，保护完好。Shirt havetobundledintotheskirtor pants.衬衣必须束在裙子或长裤内Fullybuttoned shirts/jackets/blouses atalltimes 始终保持衣扣扣紧。No visibleT-shirtunder the hotel uniform.内穿T-恤不能露在酒店工作服外。Donotkeeptoomuch thingsintoyour uniform pocket.在制服口袋中不要放太多的物品。S
43、hoesshouldalways be polished andingood condition. 鞋子必须始终保持光亮整洁。Wear color-prescribed socks and stockings design-prescribed shoes. 穿着规定颜色的袜子和指定式样的工作鞋。StaffStaffStaffStaffallowedallowedallowedallowed totototobebebebe non-uniformednon-uniformednon-uniformednon-uniformed被允许不着制服的员工被允许不着制服的员工MaleMaleMaleM
44、ale 男士男士Long-SleeveLong-SleeveLong-SleeveLong-Sleeve shirtshirtshirtshirt withwithwithwith tie.tie.tie.tie.长袖衬衫佩领带。长袖衬衫佩领带。Proper trousers(No Jeans) 合适的长裤（不可穿牛仔裤)。NameTagisnecessary 须戴名牌。FemaleFemaleFemaleFemale 女士女士Professional dress, Shirtwithcollar andsleeves 职业装饰，有领有袖的衬衫。NameTagisnecessary 须戴名牌。
45、15MorningMorningMorningMorning ShiftShiftShiftShiftAfternoonAfternoonAfternoonAfternoon shiftshiftshiftshiftSigninAttend FO daily briefing at 14:30Grooming checkRead GRO/FD Logbook15:30 Handover with morning shift staff15:45 Do PerformanceMonitor16:00 Print next daysarrival FITreport and VIP report1
46、6:15 Prepare next daysVIP guests welcomecard16:30 Stand byinlobby to greet guest and assist C/I, C/Oinpeak timeIn room check-in VIP2 and above, rack rate, LSG & transportation guest.20:00 Make courtesy calls, confirm next day departureVIP and departuretime21:00 Make courtesy calls and finish the Cou
47、rtesy log report21:30 Make courtesy calls and handle special requestsand comments21:45 Review next day departureLSG guests bill22:00 Prepare next daysbirthday card & cake.22:10 Prepare next day arrival return guest letter & giftsDoWe ValueYour OpinionSign out06:50 Sign InGrooming checkAttend FO morn
48、ing briefing at 06:50amRead GRO / FD Logbook07:00 Print/Check shift report and check VIP departuretime07:10 Check Birthday Today guest, prepare birthday card and cake07:15 Stand byinlobby to greet guest and assist C/I, C/Oinpeak time10:00 Co-operatewith room controller about VIP room assignment.11:3
49、0 PrepareVIP2,3 and above, GC Members room key and RC12:00 InspectVIP 2 & above guests roomIn room check-in VIP2,3 and above, GC41&42Make courtesy calls and finish theCourtesy log reportHandling guest comments and take actionsDo performanceMonitorDo theWeValueyour opinion15:00 Handover with afternoo
50、n shift staff15:30 Sign out16What is PM?什么是服务质量监测什么是服务质量监测? ? ? ?To measurehow happy our guestsare用来衡量我们的客人的满意程度To get our guestsfeedback to understand what they like and dont like用以获得客人反馈从而了解他们的好恶Constantly Improveour Serviceand products不断地提高我们的服务质量和产品质量WhyWhyWhyWhydodododowewewewe havehavehavehave
