新员工入职培训手册-英文版(doc 61页)

新员工入职培训手册-英文版内容简介：
 Greets all guests at all times in a friendly and helpful manner and attempts to learn and use guest’s name at every opportunity 
 Registers and rooms all arrivals according to established procedures
 Maintains intimate knowledge of departmental standards and procedures
 Performs check in, check out and room change procedures and ensures all data are entered completely into the hotel systems in accordance with reservation
 Ensure confidentiality of guest information
 Maintains cashier float and ensures accurate daily report of all money received
 Cashes hotel guest’s personal and travelers checks and assists with currency exchange
 Keeps abreast of all modifications to accounting policies and procedures
 Knowledgeable of all special promotion procedures, for programs such as: Seasonal Packages, Frequent Flyers Programs, and also Priority Club Rewards programs.
 Attends to guest’s complaints, inquiries and requests, referees problems to supervisor/Reception Manager if he/she unable to assist
 Is familiar with other Intercontinental Hotels and Resorts so that guest indicating any next destination on the registration card can be “sold” an onward booking to another InterContinental Hotels
 Does everything possible to ensure that the guests depart the hotel with a positive impression of hotel service
 Performs the audit balances and prepares all works for audit in an orderly fashion
 When on night shift, checks night report and prepares the morning report; ensures workings of functions are put on notice board accordingly
 Maintains comprehensive knowledge of standard reservation procedures including how to read telex, e-mail, messages, and how to interpret availability sources within the reservation systems
 Maintains exemplary deportment standards of behavior and appearance and attitude as expected in a IHG Brand
 Takes personal interest and pride to ensure that the front desk work area is kept clean and in an orderly state at all times
 Endeavors to maintain the high standards of the hotel with particular regard to the importance of Priority Club Rewards Program member and other VIP’s and with reference to hotel and to be a health or safety hazard

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
 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

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