星级酒店前厅培训计划

FOOD & BEVERAGE

Trainee's name：Position ：

Division / Section ：Buddy's name ：

Date日期 Employee's Signature Trainee's Signature 员工签名Departmental Orientation The end of the training PeriodDescriptionDateTrainee'sSignatureTrainer'sSignatureand the basic siWeekly review & comment by buddy & trainee 周回顾与总结:

Strength 强项 Weakness 弱项PeriodDescriptionForm/ Voucher Introduction 表格和礼券介绍DateTrainee'sSignatureTrainer'sSignature2nd weekHow to use Vingcard system怎样使用Vingcard 系统File introduction文件介绍General report ( Report instruction and printing)一般报告(报告说明与打印)Credit card type信用卡类型EDC machine / telephone approval procedure刷卡机/电话授权程序-How to get approval code( EDC and Phone)获得授权码(刷卡机/电话)-How to do direct sale直接作消费-How to do off-line作离线-How to cancel sale and off-line. (CXL voucher can NOT be thrownaway)取消消费和离线(取消卡单不能扔掉)-How to use manual credit card printer and automatic printer手工书写卡单和自动打印卡单-How to check GW and MU & GA credit card检查长城卡、牡丹卡、龙卡How to print R/C打印临时入住登记表Registering procedure登记程序-How to fill in R/C填写临时入住登记表-Passport type recognition and how to register Visa expire date护照类型识别和登记威萨有效期-How to fill up payment authorization form.(which is at the back ofR/C) 填写授权表(临时入住登记表后附)-How to imprint credit card打印信用卡Confirm rate & departure date (time) with guest与客人确认房价和离店日期Name card collection upon c/I办理入住登记时索取客人名片Travel Agent FIT check in旅行团办理登记入住-Travel agent voucher/fax团单/团队传真-Travel agent telegram draft copy( TT)团队电报复印件-Handing Anasazi Booking处理Anasazi 旅行社预订Due out room chasing policy & procedure催待退房间的政策和程序-GC, VIP & Horizon rooms usually till 18:00pm金环会员、贵宾和豪华阁房间客人通常到晚六点-Confirmed departure time key in like 14:01确认离店时间输入电脑如14：01-Handing late c/o request处理延迟退房要求Extension Procedure分机程序Renew key and get enough deposit更新钥匙和获取足够押金Testing by manager经理检查Weekly review & comment by buddy & trainee 周回顾与总结:

Strength 强项 Weakness 弱项PeriodDescriptionFunction Keys功能键Reservation Field预订区域-Take / Add on / Change reservations作预订、增加预订、更改-Create / Break Combine Share建立和取消共享房-Day use room policy and procedure当天来当天走政策和程序Arrival Field到达区域-Rate Code房价-Upsell field高价销售区域-Block分房-Reservation type预订类型-Market segmetn/Soure市场方面及来源-Discount field打折区域-Package套装销售-Payment支付-Amenity / Service /Feature备品/服务/特征-FFP飞行里程积分-Instruction说明-Special field特殊区域-Name & address format姓名和地址格式-Language code语言码-Amenity / Service / Feature codes备品/服务/特征码-Option选择-Remarks备注-History历史-Future未来-Special field特殊区域-Select another profile选择另一个客人记录-Central look-up system中心查看系统-Merge / Delete合并/删除-Company profile公司资料-GC field introduction金环会区域介绍Option选项-Routing instruction窗口指示DateTrainee'sSignatureTrainer'sSignature3rd week-Company / Agent name (walk in corporate guest)公司/代理名称-Special fields特殊区域-Package options套装选择-Break share分散分享-Combine share合并分享-Traces key in & Handling procedure跟踪记录输入和处理程序-Accompanying function伴随功能-Message留言-Move (change room procedure)换房(换房程序)-Regcard- Registration card printing登记卡打印Arrival / in house guest searching in the local database by last, first,partial name, agent, company, group name, confirmation No. Set.使用客人的姓、名、部分姓名、公司、团队名和确认号在本地数据库里查找到达和住店客人Walk-in check in procedure in local database直接来店客人使用本地数据库办理入住程序-Select profile选择记录-Central look-up check中心查看系统中查找-Departure date / time confirm 离店数据时间确认-Rate/ Market code key in房价/市场代码输入电脑-Key in company name with corporate rate公司合同价将公司名称输入电脑-Room assignment分房-Payment支付方式Testing by manager经理检查Weekly review & comment by buddy & trainee 周回顾与总结:

Strength 强项 Weakness 弱项PeriodDescriptionCash float ( balance on daily basis)现金浮动Payment method policy支付方式政策How to fill in official invoice正确填写发票Policy & procedure of company chaque acceptment 收取公司支票的政策和程序-Cash advance against the cridet card从卡里取现金-GC member wave 2.9% service charge金环会成员不需收2.9%的服务费-Foreign currency deposit & cheque handling掌握外币跟支票作押金Rebate扣减DateTrainee'sSignatureTrainer'sSignature4th week-How to use the correct department code使用部门代码-Get approval GSM or FOM得到值班经理和前厅部同意City ledger挂帐-Correspondence is required attach with R/C临时入住登记卡后附确认书-A/R # required from Credit财务部挂帐负责人同意Pay out现金支出-Fill in the reason in supplement field在附加区域填写理由-Get the guest, GSM or FOM signature得到客人、值班经理或前厅部经理签字Late charge延迟付费How to do correction charge for the posting or payment at the sameday 平Weekly review & comment by buddy & trainee 周回顾与总结:

Strength 强项 Weakness 弱项PeriodDescriptionMain menu in the billing帐目总菜单-When use “ Advance bill & pay only\"提前付费与只付费-Information printout打帐单-New posting ( department code)入帐(部门代码)-Fixed charges固定收入-Telephone detail电话细节-Transfer ( “D” transfer and “850” transfer)转帐-Folio styleFolio类型-Preview folio预览Folio-Split function Miscellaneous杂项分割-Miscellaneous: Disable phone details, Posting history, Show postedPOS item 杂Posting function入帐功能-Journal function日志功能Cashier function 收银功能-Money exchange (Cash & traveler cheque)换钱-Change password更改密码-Folio historyFolio记录Close Cashier关帐-Step the folio according to department code根据部门代码分步Folio-Print “ Ledger Posting report” before close cashier关帐前打钱“挂帐报告”DateTrainee'sSignatureTrainer'sSignature5th week-Count the cash float数钱-Pint close cashier report打印关帐报告-Hand in cashier remittance envelope and folio to accounting withthe witness与见证人一起上交钱袋和folioTesting by manager经理检查Weekly review & comment by buddy & trainee 周回顾与总结:

Strength 强项 Weakness 弱项PeriodDescriptionReviwe the key ponits on week ( 3, 4 )复习第三、四周重要内容Selling procedure销售程序Special Programs特殊计划-Valued Guest Rate满价入住客人-Frequent Flyer Program: FFP type, Promotion code飞行里程计划Golden Circle Program金环会计划-What is GC program定义-GTC introductionGTC介绍-GC BENEFITS 金环会优惠-GC enrollment金环会员加入GC enrollmentPerformance Monitor Programe服务质量监测Policy & Procedures政策和程序-Guest birthday客人生日-Door opening开门-Key Authorization 钥匙授权-Key give out policy and procedure发钥匙政策和程序-Guest bring Pets in客人带宠物Safe Deposit Box Control保险箱控制DateTrainee'sSignatureTrainer'sSignature6th weekGeneral comments 总体意见:

Buddy's comments 师傅意见:

Trainee's comments 员工意见:

Trainee's Signature Department Trainer's Signature Division Head's Signature Date: Date: Date: