前台服务规章制度.doc

Victoria Cruises, Inc. Front Desk Manual
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简介
在游船上前台是最重要的部门。要求员工热情服务，勇于贡献和掌握熟练的处理事情的技巧。并且对前台的礼节和规则熟练掌握。每一位合格的前台员工都要维多利亚的审合和考验。前台员工的第一印象是非常重要的。将直接影响到客人对整体游船的经验和评价。每一位前台的工作人员都需要知道的代表性规则。
基本政策方针

BRIEF
Front desk is a vital department of the cruise, requiring passion, ‘Initiative’, dedication and desire to serve, the skill and etiquette.

Each personnel that have been chosen to work at front desk are considered by the company as the REPRESENTATIVE OF VICTORIA CRUISES COMPANY and also THE REPRESENTATIVE OF THE SHIP. It is important to give a good first impression to passengers. This impression will influence the passengers following experience and evaluation of the cruise and Victoria Company.
Each personnel worked at the front desk has to realize and accomplish the state of representative.

Besides working as the representative of Victoria Company and the cruises, the FD personnel has to work as information deliverer; delivering information and getting feedback not only between the pax and the cruise but also within each different department.

The above two points are the initial for the FD personnel. The following chapters will give the details of working procedure.

THIS MANUAL IS ONLY A BASIC GUIDE.
THE LONGER YOU STAY ONBOARD, THE MORE YOU WILL FIND TO LEARN.

前台员工的政策规则
1、 熟练的英语是必要条件之一。
2、 必须礼貌待客和礼貌对待同事。
3、 须在客区穿工作服和佩带名牌，不准穿私人衣服进入客区。
4、 保持个人良好的外观状态和工作态度，并且注重细节。
5、 在上班的时候不准做私人的事情。
6、 假如有事离岗时请通知同事并告之你的目的和回来的时间。
7、 当班时请做详细记录（有关客人的有关要求和意见和船上硬件维修）。
8、 请保持工作区域的清洁卫生。
9、 当遇到你能力之外的问题时时通知领班，客运经理或驻船代表。
10、 前台工作人员要团结友爱。
11、 了解每个部门的工作规章和工作安排。
12、 当遇到问题又不能联系到重庆公司时，请立即船代表，并醒驻船代表及时报回公司。
13、 边学边做最好。
14、 遵守前台各项政策方针。
15、 客人名单，房间安排表只限前台员工使用。

BASIC POLICY
As front desk personnel, the following policy must be observed:
1. English speaking is A must.
2. Be polite to the pax and your colleague.
3. Always wear your uniform with your name tag whenever you are in the service area.
4. Never wear your personnel clothing in the service area.
5. Keep a nice personal appearance and attitude. Obey the detailed requirement.
6. No personal affair is allowed when you are on duty or A fine will be imposed.
7. Inform your co-worker your destination and approx. returning time if you have to leave your working station.
8. Record all the affairs, which concerns the pax or the hardware of the ship that occurred during your shift.
9. Keep your working area clean and in order.
10. Ask the supervisor, CD or OM to help if you confronted with the problem beyond your ability.
11. The FD Crew has to work together as a TEAM.
12. Try to know and understand the functions and timetables of every department (if you know it, the knowledge will make you very proffesional to handle the problem, but the best thing is you can eliminate Follow the order that came from the CQ OFFICE.
13. If there is a problem but you cannot reach CQ Office, Follow the order given by the CD, but remember to ask the CD to sign and report to CQ office later.
14. Keep learning and keep modest.
15. Obey all the policy’s confined to your position and department.
16. NEVER SHOWS the manifest and cabin assignment list to any pax/ any national guide or any leader. If you fail to do so, heavy fines will be implemented.

CHAPTER 1
基本责任和职权
BASIC DUTY AND AUTHORITY

The Front Desk is directly responsible to the CQ Office for the Following Affairs:

1. 房间安排
· 前台必须按照重庆房态进行分房。如果房间不能使用时前台可以更换。（在船上）
· 除客人外，只有驻船代表，重庆办公室随船工作人员，全陪可使用一楼客房标间，可以由船方安排。
· 在没有重庆公司的批准的情况下，任何人不准入住。

CABIN ASSIGNMENT
l FD has to follow the cabin assignment list made by the CQ office. The FD can only make changes if the cabin is un-repairable (on board situation).
l Besides the pax, Only the CD, HM (if available), River Guide, National Guide, Personnel of CQ office can be assigned to a standard 1st deck cabin without checking with the CQ office if the cabin is available.
l Any unauthorized person is not allowed to be assigned to any standard cabin without the authorization from CQ OFFICE.

2. 每日的报告
每天向公司有关部门做电话报告，是领班和客运经理的责任。

DAILY ORAL REPORT
Oral report should be made to the CQ office to the appropriate personnel. This is the duty of supervisor and operation manager.

3. 升等
升等房间的价格由公司而定。如有不合乎标准的升等价格应先得到公司相关人员的同意，并做好记录。驻船代表或客运经理在升等表上签字认同。请经手人做好填表工作，保存好保存联，另一份交给出纳。在客人换房前需先签帐单后交新房卡于客人，随后的换房服务应该相应跟上，处理好行李的交接。升等后的客人，升等人员应该详细耐心给客人做好套房客人应享有的不同待遇。

UPGRADE
First quote the upgrade price made by CQ office, and asks for permission if any nonstandard price is required by the VIP or CD. Remember to make remark if CQ office is not available at the moment. Ask the CD or HM to sign on the bottom of the signed upgrade form.
Ask the relative personnel to fill out the upgrade form. Keep the duplicate and give 1 copy to the cashier.
Give the new key to the pax after they paid the money.
Take care of the luggage and ask the bell boy send to the suits.
FD must tell the pax the rights after they upgrate.

4. 客人难免发生的问题
在上岸游览时假如有客人丢失或受伤的情况，前台人员应及时通知驻船代表和客运经理进行处理，之后做好书面记录，情节严重的应马上报告公司。

INCIDENT OCCURRED TO THE PASSENGER
If any passenger get lost or injured during the shore excursion, front desk should make an oral report to the CD then CQ office immediately, then make a written report (see form provided).

5. 在航行中的维修
a. 及时做好汇报，并且也要做出好详细记录包括问题的原因，及通知客人我们的安排和解决问题的方法。
b. 当填好客房维修表后及时送到相关人员处，进行解决。
c. 维修过后，请让维修工及时签字。（假如维修所需零件在岸上购买，请开报销单注明地点，金额）

MAINTENANCE BREAK DOWN DURING THE CRUISE
u Make an oral report immediately, and also give a written report including the problem occurred to the qualified person and then inform passenger of our arrangement.
u When filing out the cabin maintenance form, be sure to record the voyage number and send the form to the related personnel in time.
u After our engineer has repaired the problem, ask him to sign and record from where the part came from. (ex; Do we have the part to be repaired in stock or did he buy the part on shore, in which city, and how many was purchased)

6. 上岸浏览行程临时有改变
当地接社通知行程有变或者客人有特殊要求需要改变行程时，应及时通知重庆公司，并在上岸游览表上详细注明。

CHANGES MADE ON THE SHORE EXCURSION
Any changes made either by the local travel agent or according to the requirement of the passenger on the shore excursion plan should be reported to the CQ office immediately and also should be remarked on the shore excursion form.

7. 影响航行正常运行中的意外小事件。
假如一些大风，台风，涨水期，等会延误正常航行时间，应及时报告回公司。并统计客人的飞机时间报回重庆公司看是否能有帮助。
ANY UNEXPECTED INCIDENT WHICH CAN INFLUENCE OUR CRUISE
If there is any strong wind, typhoon, low water level, ship’s accident etc, which can delay our cruise‘s normal sailing. Report immediately to the CQ office, at the same time collect the flight information of the passengers and ask the CQ office for help if necessary.
8. 损伤报告（请驻船代表填写“受伤部位表格”）
有时在船上发生客人受伤的情况，如有需要维多利亚公司的船医应根据实际情况出具一份相关的报告，同时由客运经理和驻船代表签字。

INJURY REPORT
(ask the CD to fill out “Incident Investigation report”provided if it is a must)
In case one of our passengers has been injured, our Victoria Cruise office must have a report. How was the passenger injured? Where were they injured on the dock, walking down the steps? Did the doctor see the passenger? How serious was the injury?

9. 换客人（转客）
客人在登记时不符合公司的客人名单，在给房间前请仔细检查船票，并立即与公司进行核对，假如客人需要延长行程，请及时通知公司，等待回复。

CHANGED PASSENGER
If the passengers checked-in did not comply with the manifest received from the office, carefully check the tickets/vouchers before assigning them the cabins, then check with the office immediately.
If any passenger would like to continue the voyage to some destinations, report to the office immediately. Wait and follow instructions from the office.

10. 换房间
假如客人投诉房间有异味、漏水或者客人觉得房间不舒适等，应先检查房间，然后通知有关人员进行维修，假如客人在维修后还不满意，就通知驻船代表或客运经理给客人换房。接到换房通知后，通知客房部其要求更换房号及更换后的房号；在客人换房后，回收客人的旧房卡，房卡袋、更改房态表、客人资料信息表、在交班本上记录换房号及计划房号、按照换房程序：通知出纳，会计，金钥匙系统内的客人资料由前台当班员工自行更换，更改客人登记表。通知客房部、行李员。

CABIN CHANGES
If the passenger complaints about odors in his/her cabin, leaking or for any reason, which the passenger considers as uncomfortable; check the cabin first, then inform the relative personnel to handle the situation. If the complaint continues after attempts to solve the problem, change the cabin if possible with the approval of CD, HM, and OM.
Inform the HK department the new cabin and original cabin and ask the bell boy to help carry luggage.
Collete the unused key, key cover.
Renew the cabin assignment , pax information form and pax information on the computer in time .
Make a writen report on the notebook and inform the cashier, accountant and the following shift when you were off duty.
11. 掌握计程车的车价和基本路线
由于我们的游客大多都是外国人，他们不知道从码头到机场或码头到饭店的车费是多少，这时我们应该问当地的人准确价格，并做好记录方便以后使用。

APPROXIMATE TAXI FARES AND SCHEDULES
Since most of our pax are foreigners, they do not have any idea of how much the taxi fare cost from the dock to the airport or from the dock to a hotel. Therefore our front desk should have an approximate taxi fare and duration of the journey. If the front desk does not have this information make it a point to go outside and ask the taxi driver. MAKE A LIST FOR FUTURE REFERENCE.

12. 上岸游览记事本
我们船上的大多数游客都希望能更详细地了解中国，因此在前台陈列有一些关于我们游船以及途经各城市的人口、历史简介资料。在到游览目的地之前把有关资料放在资料架上，以供客人参考。
BROCHURES OR DESCRIPTIONS OF SHORE EXCURSION
Since most of our passengers are on our cruise for the simple reason of being educated about China, therefore provided at the front desk are brochures or city descriptions about the city our ship will visit concerning the population and history. Before our ship arrives at the city, it is the responsibility of the front desk personnel to place the brochures of city description at the end of the counter by the tip’s box.

13. 公安部门和游客信息表
前台需要填写一些表格，询问客人的相关信息，例如签证，户照等，方便前台人员查找有关客人的信息资料。

POLICE AND TOURIST INFORMATION FORMS
These forms are required to be filled out. It will ask specific information about the tourist’s Visa, passport, and other information. It is a normal procedure for these forms to be filled out. It will also be helpful for front desk if you need any of the information on that form.

以下有关事情操作程序前台人员可以不问公司、驻船代表或者饭店经理，可自己掌握。
THE FOLLOWING AFFAIRS CAN BE HANDLED BY THE FRONT DESK WITHOUT ASKING THE OFFICE or CD or HM PERMISSIONS:

1． 正常升等
根据重庆公司规定的升等价格，帮助客人填好升等表并及时付款。

Normal Upgrade
Follow the price prepared by the CQ office; help the passenger to fill out the upgrade form and upgrade payment should be done immediately.

2． 免费花和酒水（香格里拉，豪华套房）（名单上写有免费花和酒除免费升等外）
开好发票并写好房间号码交到有关主管部门，留一份复印件在前台。

Complimentary Wine and Flower (Shangri-La, Deluxe suite, or as per manifest)
(Except for free upgrade, you can get the information from the manifest).
Fill out the invoice with cabin number then handle it to the relative department chief and keep 1 copy.

3． 定餐
重庆
u 在订餐单上写明总的工作餐和公司在船上用餐人数，把单子交到餐厅和厨房做准备。
u 工作餐和公司工作人员晚餐开餐时间定为6：30下午。
u 当上完客之后，开一份航次订餐单到厨房和餐厅准备明天早晨的早饭。航次订餐单需注明客人人数、国籍、开餐桌数、生日蛋糕数量和客人特殊餐食要求。

Meal Order
CHONGQING
u Fill out the meal form according to the total number of the ship staff and the office staff onboard, and then inform the galley and dining room to prepare staff meal.
u The Ship’s staff and Office staff dinner will be set at 6:30 PM.
u After finishing the check-in, fill out the meal form to inform the galley and the dining room get ready for next day’s breakfast. Meals form should includes the amount of tables, passengers nationality, passengers special requests and the birthday cake form.

宜昌/ 武汉
l 做好到上海的客人人数统计，然后开订餐单到餐厅和厨房。
l 上完客后开一份本航次总人数订餐单到餐厅和厨房。

YICHANG
l Fill out the meal form according the total number of the passengers continuing to Shanghai then inform the galley and the dining room.
l After the check-in, fill out the meal form to inform the galley and the dining room gets ready for the following days.

上海
l 上完客后开一份关于本航次的订餐单。
在客人晚上上客或早上上客的时候，客人需要订餐要向厨房询问价格和菜单。在订餐单上写明客人的菜单和价格根据客人要求填写订餐单并送到餐厅和厨房。

SHANGHAI
l After finishing the check-in, fill out the meal form to inform the galley and the dining room to make preparation for the following days.
If the passenger aboard ask for dining at the check-in night or ask for breakfast at the check-in morning, check with the dining room to get the price and the menu if possible, then fill out the form according to passenger’s requirement. After that, send the meal order to the galley and the dining room.

4． 参见驾驶台或船舱
假如有客人想参观驾驶台或船舱时，请通知驻船代表与有关人员联系，经过安排和允许方可参观。

TOUR TO THE BRIDGE OR ENGINE ROOM
If there is any passenger asking for the tour to the bridge or the engine room PLEASE inform the cruise director and relative chief to check. Only after the arrangement and the schedule are confirmed can the passengers’ be allowed for the tour.

5. 投诉的处理
电话投诉
先聆听客人把意见表达完（一定不要打断客人讲话），要了解客人投诉的事项（区分硬件上的，服务质量上的）。先用言语缓和客人的情绪，在整个处理过程中始终保持微笑。
对投诉事项进行解释，在自己职权范围内满足客人合理的要求。一般不要轻易向客人许承诺。同时上报经理或主管及通知相应部门主管。
在职权范围以外的情况下，应留下客人的房间号码及姓名，同时上报主管或经理及时进行处理。
客人当面投诉
先聆听客人把意见表达完（一定不要打断客人讲话），要了解客人投诉的事项（区分硬件上的，服务质量上的），在整个处理过程中始终保持微笑。无论事件性质如何，不能对客人表现出不信任，更不能与客人争执。
接到投诉后，应安抚客人的情绪，了解事情情况，再进一步对客人进行安抚。
在自己职权范围内满足客人合理的要求。同时上报经理或主管及通知相应部门主管。
在职权范围以外的情况下，应请客人先稍等，立即通知主管或经理到场处理。

Complain
Listening is very important and interruption is considered impolite. Make it clear the complain is related to hardware or service quality etc. Trust and respect pax in any cases.
Keep smiling whlie comfort the pax.
Explain the problem and satisfy the pax request if it is within. Inform the related department, supervisor and OM.
Write down the pax’s name and cabin number if it is without FD crew’s ability. Inform the FD superviser and OM as soon as possible. If the pax came to the FD to complain, please ask the pax to wait a moment and inform the supervisor or OM to solve the complain at FD.

6. 宾客物品丢失与失物招领
接到客人物品丢失时，及时记录在交班本上，通知相关部门或旅行社协助寻找。如客人丢失物品贵重应及时通知前台领班，客运经理。
接到员工或客人送来丢失物品时, 即时填写好《遗留物品登记表》，并记录在交班本上，途中如有客人或领队领走时需在表格上签字确认后方可取走。如无客人认领在交班时交由下班，并告知驻船代表广播通知客人。如整个航次都无人认领在回重庆港后交回公司。

When the pax claim that they lost goods,inquire where did they lost,and make note on the logbook, ask relative department or travel agency to try to find out. If the lost goods is valuable, report to the supervisor and