CONFIDENTIALITY OF GUEST INFORMATION

温泉酒店前台收银工作流程英文回答：Front Desk Cashier Procedures for a Spa Hotel.1. Greet Guests: Greet guests with a warm and friendly smile, and acknowledge their presence promptly.2. Check Availability and Rates: Inquire about theguest's needs, check for available rooms, and provide information on rates and amenities.3. Confirm Reservation: Verify the guest's reservation details, including dates, room type, and number of guests.4. Process Payment: Collect payment for the reservation, including room charges, taxes, and any additional fees.5. Issue Room Keys: Issue room keys to the guest and explain the hotel's policies and amenities.6. Provide Guest Information: Offer the guest information about the hotel's facilities, dining options, and local attractions.7. Answer Guest Inquiries: Answer guest questions and provide assistance with any requests or concerns.8. Maintain Accurate Records: Keep accurate and up-to-date records of all transactions, including payments and room keys issued.9. Resolve Guest Issues: Address any guest concerns promptly and professionally, ensuring a positive guest experience.10. Offer Additional Services: Suggest additional services such as spa treatments, dining reservations, or transportation arrangements.11. Maintain a Clean and Organized Workspace: Keep the front desk area clean, organized, and well-stocked withnecessary supplies.12. Follow Security Procedures: Adhere to established hotel security procedures, including verifying guest identities and handling sensitive information responsibly.13. Maintain Confidentiality: Respect guest privacy and maintain confidentiality of all guest information.14. Provide Excellent Customer Service: Strive to provide exceptional customer service at all times, ensuring a memorable and satisfying stay for guests.中文回答：温泉酒店前台收银工作流程。

餐饮业专业英语Manager餐厅经理Job Description工作描述PLACE OF WORK: RESTAURANT工作地点餐厅JOB OVERVIEW: Responsible for the management of all aspects of the restaurant functions,工作概述： in accordance with restaurant standards. Directs implements and maintains a service and management philosophy which serves as a guide to respective staff.有责任按照餐厅标准向管理层报告餐厅所有事宜，指导实施并保持管理层的经营理念。

REPORTS TO: Management报告对象：管理层KEY RELATIONSHIPS: Internal: Restaurant Staff, Bar Staff, Stewarding/Kitchen Staff主要工作关系： /Catering/Storeroom.内部：餐厅、酒吧、保洁、厨房、外卖库房等各部门员工。

External: Restaurant guests, other staff of the building and suppliers.外部：餐厅客人，大厦其他工作人员及供应商。

STANDARDSPECIFICATIONS: Requirements are representative of minimum levels of knowledge, skills工作标准说明： and/or abilities to perform this job successfully, the incumbent will possess the abilities or aptitudes to perform each duty proficiently.对此职位所有要求仅代表基础的知识，技巧，和/或能力，要成功完成此项工作，需要发挥自己的能力或才干，才能熟练胜任每个工作。

客房部规章制度英文Introduction:The Guest Room Department plays a crucial role in ensuring that guests have a comfortable and enjoyable stay at our hotel. To maintain high standards of service and efficiency, it is essential to establish clear rules and regulations for all staff members to follow. The following guidelines aim to create a positive work environment, enhance guest satisfaction, and uphold the reputation of our hotel.1. General Guidelines1.1 Dress CodeAll staff members are required to wear the hotel uniform while on duty. The uniform must be neat, clean, and in good condition. Personal grooming should be immaculate, with hair kept neatly groomed and fingernails kept short and clean. No excessive jewelry or accessories are permitted.1.2 PunctualityAll staff members are expected to arrive at least 15 minutes before their shift starts. Lateness is unacceptable and may result in disciplinary action.1.3 AttendanceStaff members are required to notify their supervisor in advance if they are unable to report for duty due to illness or other emergencies. A medical certificate may be required for extended absences.1.4 ConductAll staff members must conduct themselves in a professional and respectful manner at all times. Harassment, verbal abuse, or any form of discrimination will not be tolerated.1.5 ConfidentialityStaff members are expected to maintain strict confidentiality regarding guest information and internal hotel operations. Sharing sensitive information with unauthorized individuals is strictly prohibited.2. Guest Room Cleaning2.1 Room AssignmentEach housekeeping staff member is assigned a specific section of guest rooms to clean. The room assignment sheet must be checked at the beginning of each shift, and any discrepancies should be reported to the supervisor immediately.2.2 Cleaning ProceduresAll guest rooms must be cleaned according to the hotel's standards. Detailed cleaning procedures should be followed, and all staff members are responsible for ensuring that rooms are spotless and well-maintained.2.3 InventoryHousekeeping staff members should check the inventory of each room, including toiletries, linens, and amenities, and report any discrepancies to the supervisor. Restocking should be done promptly to ensure guest satisfaction.2.4 Lost and FoundAny items found in guest rooms should be reported to the supervisor and logged in the lost and found register. The guest must be contacted to arrange for the return of the lost item.3. Guest Requests3.1 TimelinessAll guest requests should be attended to promptly and efficiently. Staff members are expected to prioritize guest needs and provide timely service.3.2 CommunicationClear communication is essential when handling guest requests. Staff members should confirm the request with the guest, clarify any details, and provide an estimated time for completion.3.3 Follow-upAfter fulfilling a guest request, staff members should follow up to ensure that the guest is satisfied with the service. Any additional requests should be addressed promptly.4. Room Maintenance4.1 Preventive MaintenanceHousekeeping staff members should report any maintenance issues in guest rooms, such as faulty appliances, leaky faucets, or damaged furniture, to the maintenance department. Preventive maintenance should be conducted regularly to prevent costly repairs.4.2 SafetyStaff members should be vigilant regarding safety hazards in guest rooms, such as loose carpets, exposed wires, or slippery surfaces. Any safety concerns should be reported immediately.4.3 Ecological SustainabilityIn line with the hotel's commitment to environmental sustainability, housekeeping staff members should conserve water, electricity, and other resources whenever possible. Recycling bins should be used for disposing of recyclable materials.5. Guest Relations5.1 CommunicationEffective communication with guests is essential for providing excellent customer service. Staff members should listen attentively to guest feedback, address any concerns promptly, and maintain a positive attitude.5.2 Problem ResolutionIn the event of a guest complaint or issue, staff members should remain calm and composed, apologize for any inconvenience, and offer a solution to resolve the problem. Supervisors should be informed of any unresolved issues.5.3 PersonalizationStaff members are encouraged to personalize the guest experience by remembering guest preferences, special occasions, and other details that can enhance the guest's stay.6. Training and Development6.1 Training ProgramsThe hotel will provide regular training programs for all staff members to enhance their skills, knowledge, and performance. Attendance at training sessions is mandatory.6.2 Professional DevelopmentStaff members are encouraged to pursue professional development opportunities, such as certifications, workshops, or higher education, to enhance their career prospects.6.3 FeedbackStaff members are encouraged to provide feedback on training programs, suggest improvements, and share their experiences with colleagues. Feedback will be used to improve the quality of training programs.Conclusion:By adhering to the rules and regulations outlined above, staff members in the Guest Room Department can contribute to the overall success of the hotel, enhance guest satisfaction, and maintain a positive work environment. It is essential for all staff members to familiarizethemselves with these guidelines and uphold the highest standards of professionalism and service excellence.。

FRONT DESKDear 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TABLE OF CONTENTS Part 1➢Welcome Letter From Director of Rooms Page 02 ➢Departmental Organization Chart Page 04 Part 2➢ Job description Page05 Part 3➢ Standard Operating Procedures●Register F I T Page 09●Check Out Guest Page 12●Group Check In Page 15●Group Check Out Page 17●PCR Enrollment Page 18●Make a Reservation Page 20●Group Information Check Page 23●Free Room Upgrade Page 25●House Use and Complimentary Room Page 26●Room Change Page 27●Extra Bed Page 29●Late Check Out Page 30●Extension Page 32●Cancellation Page 34●Incognito Call, Screen Call and Do Not Disturb Page 36●Sleep Out Page 38●Authorization Of Entry To Guest Room Page 39●Advance Deposit Page 41●Handling Of Foreign Currency and CompanyCheck as Deposit. Page 45●Account Information For Credit Card Page 46●Account Information For Direct Billing Page 47●Account Information Travel Voucher Page 48●Cash Paid Out, Cash Advance and Rebate Page 50●Cash Float Hand Over and Control Page 53●Drop Safe Page 54●Contingency Report Page 55●Computer System Down Procedure Page 56 Part 4➢ Acknowledgement letter by employee Page 57FRONT OFFICE ORGANIZATION CHARTFOM 前厅部经理1Asst.FOM 前厅部副经理1Asst. Manager CPC Manager Reception Manager大堂副理行政楼层经理接待经理Mr. Oliver Zhao Mr. Lee Kwan TaeMs. Annie CaiMr. Steven Wang 11Ms. Betty Zhao Mr. Johnson Zhu4FD Senior SupervisorSenior Supervisor Senior Supervisor 高级接待主管礼宾部高级主管车队高级主管111GRO Supervisor BC Supervisor GSC Supervisor Concierge Supervisor客户关系主管商务中心主管客户服务中心主管礼宾部主管1111Senior GRO FD Asst. Supervisor BC Asst. Supervisor GSC Asst. Supervisor Asst. Supervisor 高级客户关系主任接待副主管商务中心副主管客户服务中心副主管礼宾部副主管22132GRO FD Agent BC Clerk GSC Clerk Bellman & Door girl Driver 客户关系主任接待员商务中心文员客户服务中心文员行李生&门童司机101221015101Guest Service Center Manager客户服务中心经理Ms. Sandra Huang1Mr. David YangChief Concierge礼宾司JOB DESCRIPTIONJOB TITLE: Front Desk AgentAREA/DEPARTMENT: Rooms Division / Front OfficeREPORTS TO: Front Desk Supervisor / Reception Manager POSITIONS SUPERVISED: NilJOB SCOPE: Under the general direction of the ReceptionManager or his / her delegate and within thelimits of established InterContinental HotelsGroup brand and local policies andprocedures, responsible for all activitiesrelevant to the Front Desk such as thereception, check in / out, rooming of all Hotelguests, foreign exchange, responsible foraccounting and collection of all revenuesand monies, assists them with inquiries.Promotes the desired work culture aroundthe five core values of Trust, Integrity,Respect, One Team and Service of theInterContinental Hotels Group and the brandethos.TESTIMONIAL: I have read and received a copy of the description and fully understand that violation of any of the stated responsibilities and duties is grounded for disciplinary action.Signature: ……………………………………………………………………………………………Date: ………………….SUBJECT : REGISTER FITWhen the guest approach FD counter, the following checking in procedure should be processed.当客人来到前台时，根据以下程序登记入住。

酒店管理前台主要工作任务操作流程描述1.客人到达前台后，我们首先要微笑问候并主动表示欢迎。

When guests arrive at the front desk, we should first smile, greet them, and proactively welcome them.2.客人提出办理入住手续的要求，我们要准备好入住表格并向客人询问是否有预订。

When guests request to check in, we should prepare the check-in form and ask if they have a reservation.3.如果客人有预订，我们需要核对预订信息，包括入住日期、房型、房间数量等。

If the guest has a reservation, we need to verify the reservation information, including check-in date, room type, and number of rooms.4.对于没有预订的客人，我们需要提供当前的房间情况并询问客人的需求。

For guests without a reservation, we need to provide information on the current room availability and inquire about the guests' needs.5.在确认客人的预订或需求后，我们需要为客人分配房间，并提供房间钥匙。

After confirming the guest's reservation or needs, we need to assign a room to the guest and provide room keys.6.在办理入住手续时，我们需要向客人说明酒店的服务设施和房间设施。

公司接待流程及标准英语英文回答：Company Reception Process and Standards.Pre-Arrival:Acknowledge receipt of guest arrival notification by email or phone call.Confirm guest details, including name, arrival date and time, and purpose of visit.Inform reception team of expected guest arrival.Prepare necessary materials, such as welcome packet, meeting agenda, and visitor badges.Upon Arrival:Greet guests warmly and professionally at the reception desk.Introduce yourself and confirm the guest's identity.Request and verify official identification, such as a driver's license or passport.Complete visitor registration process, including collecting contact information and issuing visitor badges.Provide guests with any necessary information, such as building directory, WiFi access, and meeting location.Escort guests to their destination or designated waiting area.During the Visit:Monitor visitor activity and ensure compliance with company policies.Address any guest inquiries or requests promptly and efficiently.Assist with room setup and equipment needs for meetings or events.Provide refreshments or snacks as required.Maintain a clean and orderly reception area.Departure:Thank guests for their visit and bid them farewell.Collect visitor badges and escort guests to the exit.Inform the reception team of the guest's departure.Standards:Professionalism: Receptionists should exhibit a high level of professionalism and courtesy at all times.Timeliness: Guests should be greeted promptly and their needs addressed efficiently.Accuracy: Visitor information and registration should be handled accurately and securely.Confidentiality: Guests' personal information should be treated with discretion and confidentiality.Communication: Receptionists should be able to communicate clearly and effectively with guests and colleagues.Appearance: Receptionists should dress professionally and maintain a well-groomed appearance.Security: Receptionists should be aware of security protocols and follow established procedures.Additional Considerations:Accessibility: Reception areas should be accessible to individuals with disabilities.Diversity: Receptionists should be trained in cultural sensitivity and diversity awareness.Technology: Receptionists should be proficient in the use of technology, such as visitor management systems and communication devices.Continuous Improvement: Reception procedures and standards should be reviewed and updated regularly to ensure efficiency and effectiveness.中文回答：公司接待流程及标准。

保密协议中英文对照完整版.doc保密协议中英文对照完整版1. 介绍本保密协议（以下简称“协议”）是由以下各方（以下简称“各方”）订立的，涉及保密信息的共享和保护的协议。

本协议适用于各方之间的保密信息的采集、使用和披露。

本协议的目的是确保保密信息的机密性，并明确各方之间的责任和义务。

2. 定义2.1 保密信息（Confidential Information）保密信息是指以任何方式（口头、书面、电子等）向接收方披露的任何信息，无论这些信息是否标有保密标签或者被明确标识为保密、私有或者专有。

保密信息包括但不限于商业计划、市场策略、客户数据、财务信息、技术信息和其他与各方业务有关的信息。

3. 保密义务3.1 保密承诺各方承诺在协议有效期内对收到的保密信息予以保密，并采取合理的措施防止未经授权的披露、使用或者复制保密信息。

3.2 保密措施各方应采取必要的措施，包括但不限于进行物理安全、技术安全和行政安全等方面的保护，以确保保密信息不被未经授权的人员获取。

4. 保密信息的使用4.1 接收方使用保密信息接收方只能将收到的保密信息用于合作目的，并且须遵守与保密信息相关的法律法规、合同和行业标准。

4.2 限制接收方不得将保密信息用于任何其他目的，也不得向第三方披露保密信息，除非事先取得披露方的书面许可。

5. 保密信息的披露5.1 披露要求若接收方根据法律法规、法律程序或者政府要求必须披露保密信息，接收方应该尽快通知披露方，并尽合理努力保护保密信息的机密性。

6. 违约责任6.1 违约的定义如一方（违约方）违反本协议的任何条款，另一方（非违约方）有权采取适当的补救措施，包括但不限于要求违约方赔偿损失、请求法律救济等。

6.2 免责条款对于不可抗力因素导致的违约情况，包括但不限于自然灾害、恶劣天气、战争等，受影响的一方不承担责任。

7. 协议的终止7.1 终止条件本协议自双方签署之日起生效，有效期为__年。

双方可以通过书面协议一致允许终止本协议。

TASK( 43 ): CONFIDENTIALITY OF 客人信息保密制度GUEST INFORMATIONSTANDARD:标准：Room number as well as other information regarding hotel guests must not be given to outsiders without prior authorization of the guest. Guest confidentiality will be strictly adhered to. Should callers insist, refer caller to the supervisors. 如无客人事先同意，不得将房号等关于客人的信息透露给外人。

这一制度在任何时候都必须严格遵守，如有人坚持询问，则交主管处理。

PROCEDURE:程序：rm caller politely that guest information can not bedisclosed.2.Ask the caller if he would like to speak or leave a message forthe guest.3.If a guest has an “incognito” code (they have asked that noone disclose that they are staying at the hotel)-inform thecaller that the guest is not registered at Sheraton ChengduLido Hotel.4.If the guest has a “do not disturb” code-inform the callerpolitely that the guest has left instructions to not be disturbed and that messages be taken for all calls.5.The related supervisors must be informed if callers insist. Staff must be cautious with guest details at all times. 1.有礼貌地告诉询问者有关客人的信息不可以随意告诉他人。