------- Guest Service Center
TABLE OF CONTENTS
Part One
Part 1
Welcome Letter From Director of Rooms Page 03
Departmental Organization Chart Page 04
Part 2
Job description
GSC Manager Page 05
GSC Supervisor Page 06
GSC Shift Leader Page 07
GSC Agent Page 08
Standard Operating Procedures
Telephone Etiquette Page 09
Handling Wake Up Calls Page 15
Make A Reservation Page 18
Fax/Message Delivery Page 22
Do Not Disturb Request Page 26
Confidential Request Page 27
Screen Calls Page 28
Luggage Collection Page 29
Guest Request Items Page 31
Room Change Page 33
Maintenance Request Page 36
Mini Bar Posting Page 38
Weather Forecast Page 40
Long Distance Calls by Hotel Staff Page 41
Handling Guest Complaint by Phone Page 42
Handling Lost & Found Items Page 45
Medical Assistance to In House Guest Page 48
Part 3
Priority Club Reward Page 50
Part 4
Acknowledgement letter by employee Page 53
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
FRONT OFFICE ORGANIZATION CHART