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((.docx

------- Business Center

TABLE OF CONTENTS
Part One
Part 1

ØWelcome Letter From Director of Rooms Page 03
ØDepartmental Organization Chart Page 04

Part 2

Ø BC Vision &Mission Page05
Ø BC Tariff Page06
Ø Job Description
l BC Supervisor Page 07
l BC Clerk Page 11
Ø Standard Operating Procedures
l Outgoing fax Page 13
l Photocopy Service Page 15
l Typing Service Page 18
l Lamination Service Page 20
l Binding Service Page 22
l Translation Service Page 24
l Express Service Page 27
l Equipment Rental Service Page 30
l Inter-net Service Page 33
l E-mail Service Page 35
l Telephone Service Page 36
l Bus Ticket Service Page 38
l Ferry Ticket Service Page 41
l Confirm & Change air ticket Page 43
l Duty Description Page 45

Part 3

Ø Priority Club Reward Page 48
Ø Terminology Page 51

Part 4
Ø Acknowledgement letter by employee Page 57

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

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。

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
《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: Business Center Supervisor

AREA/DEPARTMENT: Rooms Division / Front Office / Business Center

REPORTS TO: DOR / ADOR / FOM / AFOM/Guest Service Manager

POSITIONS SUPERVISED: Business Center Clerk
JOB SCOPE: 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

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 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
· 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 Competencies
Key Tasks
Drive 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

· 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

Problem 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 decisions

Customer Focus

· 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

Innovation

· Generate new ideas and encourage creativity from your staff
· Recognize the need for new and modified approaches

Teamwork

· 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

Adaptability

· 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

Impact and Influence
· 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

Leading and Developing People
· 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

Cultural Awareness
· Understands and takes into account the global nature of the business; works effectively with colleagues from different viewpoints, cultures and countries

JOB DESCRIPTION

JOB TITLE: Business Center Clerk

AREA/DEPARTMENT: Rooms Division / Front Office / Business Center

REPORTS TO: Business Center Supervisor

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. 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-date