酒店前台接待中英文标准操作流程

STANDARD OPERATION PROCEDURE 海鸥大厦 标准 excel标准偏差excel标准偏差函数exl标准差函数国标检验抽样标准表免费下载红头文件格式标准下载 工作程序 http://www.docin.com/chess95660 STANDARD OPERATION PROCEDURES 标准工作程序 RECEPTIONIST 前台接待 FRONT DESK STANDARD OPERATION PROCEDURE Task No. Description FD01 Awaiting room handling 等候房间 FD02 Billing instruction handling 账目说明 FD03 Blocking rooms for arrivals 房间预留 FD04 Bucket check 检查登记卡 FD05 Cash deposit collection 收取现金押金 FD06 Check-in with TA voucher 持旅行社入住卷入住程序 FD07 Extension stay 处理延住 FD08 Flight reconfirmation 重复确认机票 FD09 Generating report 总报告 FD10 Greeting and welcoming guests 问候并欢迎客人 FD11 Group check in 团队登记 FD12 Guest location 客人方位 FD13 Handling confidential / screen call request 处理客人保密和筛选电话要求 FD14 Handling expected check out 处理预计离店客人 FD15 Handling guest enquiries and introducing facilities 处理客人查询并介绍店内设施 FD16 Handling in-house amenities 处理客人欢迎品 FD17 Handling late check-out request 处理延迟退房的要求 FD18 Handling message 处理留言 FD19 Handling of complaints 处理投诉 FD20 Handling of guest compliments 处理客人致意 FD21 Handling wake-up calls requests 处理叫醒电话的要求 FD22 Key authorization 钥匙的授权 FD23 Lost & Found procedure 失物招领程序 FD24 Loss of safe deposit box key 保险箱的钥匙丢失的处理 FD25 Maintaining Communication Log Book 使用交班本 FD26 Preparation for guest arrivals 为客人到达做好准备 FD27 Printing arrival reports and registration cards 打印来客报告和登记卡 FD28 Registering a walk-in guest 散客登记 FD29 Registering guest with confirmed reservation 为确定的预订房间的客人登记 FD30 Room change procedure 调房程序 FD31 Safety deposit box 保险箱服务 FD32 Taking reservation 办理预定 FD33 Travel agency voucher 旅行社入住卷 DEPARTMENT : Front Desk 部门 ：前厅部 JOB TITLE : Guest Service Associate 职称 ：前台职员 TASK NO : FD 01 号码 : TASK : Awaiting room handling 工作职责 : 等候房间 (1 of 2) EQUIPMENT REQUIRED : Opera Workstation 所需设备 ：工作台 WHAT TO DO 工作程序 HOW TO DO 操作明细 WHY 工作目的 Register for the guest. 为客人登记 Search for vacant dirty room. 在系统中找空房 Ask room controller for room cleaning 请房态控制员确认干净房间　 Make registration for the guest according to the registration procedure. 为客人登记 If vacant clean room is not available immediately, search for vacant dirty room at first and call the Housekeeping to rush rooms. Enough time for cleaning room. 如果当时没有干净空房，首先在系统中找空房脏房，马上通知客房部打扫。 Invite guest for welcome drink by saying: Mr. Mrs. XX, the room we blocked to you is under cleaning, and Housekeeping has been informed for rushing room and it may take about 30 minutes. May I invite you to have a complimentary drink in our Lobby Lounge and I will let you know as soon as the room is available.” 邀请客人在大堂酒廊喝一杯免费饮料等候，并告知打扫房间大约需要的时间，房间打扫好后马上通知客人。 Let guest have time idea. Show our sincerity to serve guest. Courtesy compensation for guest waiting. Let guest feel our humility. 让客人感受到我们真诚的服务。 PREPARED BY : MICHAEL ZHENG 起草人 APPROVED BY : MR RAY ZHOU 批准人 POSITION: FOM 职位： SIGNATURE/DATE 签字/日期: POSITION: FOM 职位： SIGNATURE/DATE 签字/日期: DEPARTMENT : Front Desk 部门 ：前厅部 JOB TITLE : Guest Service Associate 职称 ：前台职员 TASK NO : FD 01 号码 : TASK : Awaiting room handling 工作职责 : 等候房间 (2 of 2) EQUIPMENT REQUIRED : Opera Workstation 所需设备 ：工作台 WHAT TO DO 工作程序 HOW TO DO 操作明细 WHY 工作目的 Check and call room controller 随时与房态员确认房间状况 Check in system 系统登记 Keep monitoring the room status in the computer. 在系统中随时检查房态 As soon as the room status is changed to the vacant clean, send the room key and welcome booklet to the guest personally. By saying: Mr./Mrs. XX, I am sorry to have kept you waiting. Now the room is ready, the room number is XX. Thank you for your understanding.” Apologize for the waiting and introduce the GSA-Concierge to escort the guest to the room. Check in the room in the system immediately. 房间一打扫好后，马上把钥匙送给客人，并对客人的等候表示歉意。 行李马上送到客人房间，并在系统中登记入住房间。 Get updated room status at first time. 在第一时间得到更新的房态 Efficiency service action will let guest feel our sincerity and humility. 提供快捷的服务。 Roomconnect with the telephone line. Anticipate guest request. 系统登记房间使电话线马上接通 PREPARED BY : MICHAEL ZHENG 起草人 APPROVED BY : MR RAY ZHOU 批准人 POSITION: FOM 职位： SIGNATURE/DATE 签字/日期: POSITION: FOM 职位： SIGNATURE/DATE 签字/日期: DEPARTMENT : Front Desk 部门 ：前厅部 JOB TITLE : Guest Service Associate 职称 ：前台职员 TASK NO : FD 02 号码 : TASK : Billing instruction handling 工作职责 : 账目说明 ( 1 of 3 ) EQUIPMENT REQUIRED : Opera Workstation 所需设备 ：工作台 WHAT TO DO 工作程序 HOW TO DO 操作明细 WHY 工作目的 Clarify the billing instruction 确认付账说明 Collect deposit or imprint credit card. 收取押金 Billing instruction can be clarified as following: Guest A pays for guest B by cash or credit card. Both guests are in different rooms. 付账说明可如下： A客人给B客人付账。两个客人在不同房间。 Modify A&B guest remarks accordingly if they get room change or early departure A或B客人如有提前离房或换房，需随时更新其备注 Sufficient deposit should be collected or take the imprint of credit card voucher and get enough approval amount for credit card payment which should cover the two rooms estimated consumption. 收取足够押金以确保足够两个房间住店期间所发生的费用。 Tick on the registration card under: Bill instruction” YES. Note the guest his/her signature is approved to pay guest B ‘ s bill. Help the guest A to fill up the following items at the back of the registration. · Guest A tick on “YES” under bill authorization. · Guest B ‘ s name and room number · Payment instruction 帮助客人填全付款说明书 Different handling ways to different billing instruction. Make sure precise service. 根据不同付账说明采取不同的服务。 Deposit policy should be applied. Care about hotel benefit. 应用押金收取的政策。保障酒店利益。 Always do more for the guest. 为客人多做 PREPARED BY : MICHAEL ZHENG 起草人 APPROVED BY : MR RAY ZHOU 批准人 POSITION: FOM 职位： SIGNATURE/DATE 签字/日期: POSITION: FOM 职位： SIGNATURE/DATE 签字/日期: DEPARTMENT : Front Desk 部门 ：前厅部 JOB TITLE : Guest Service Associate 职称 ：前台职员 TASK NO : FD 02 号码 : TASK : Billing instruction handling 工作职责 : 账目说明 ( 2 of 3 ) EQUIPMENT REQUIRED : Opera Workstation 所需设备 ：工作台 WHAT TO DO 工作程序 HOW TO DO 操作明细 WHY 工作目的 Collect deposit 收取现金押金 Take the imprint credit card 刷卡付押金 If paid by the credit card, take EDC voucher of the credit card and attach with the guest A ‘ s registration card. 如果付信用卡做押金，将信用卡授权卡单附在A客人登记卡后。 Non-registered guest A pays for in-house guest B by cash. Collect enough cash deposit from guest A which should cover the estimated consumption of guest B. Politely invited guest A to sign payment authorization form on the Guest Business Card and leave contact telephone No. 店外的A客人为住店的B客人付现金押金。 收取足够的现金，请A客人在B客人的登记卡上签付款授权书，并留下联系电话。 Non-registered guest A pays for in-house guest B by credit card. Take the imprint of Guest A ‘ s credit card with one blank credit card voucher. Politely invite guest A to sign on the credit card voucher and payment authorization on guest B ‘ s registration card. Deposit policy should be applied. Care about hotel benefit. 应用押金收取的政策。保障酒店利益。 PREPARED BY : MICHAEL ZHENG 起草人 APPROVED BY : MR RAY ZHOU 批准人 POSITION: FOM 职位： SIGNATURE/DATE 签字/日期: POSITION: FOM 职位： SIGNATURE/DATE 签字/日期: DEPARTMENT : Front Desk 部门 ：前厅部 JOB TITLE : Guest Service Associate 职称 ：前台职员 TASK NO : FD 02 号码 : TASK : Billing instruction handling 工作职责 : 账目说明 ( 3 of 3 ) EQUIPMENT REQUIRED : Opera Workstation 所需设备 ：工作台 WHAT TO DO 工作程序 HOW TO DO 操作明细 WHY 工作目的 Make remarks 备注 店外的A客人为住店的B客人付信用卡作为押金。 印空白的信用卡单，请A客人在空白信用卡单上签字，在B客人的登记卡上签付款授权书，并留下联系电话。 随后将客人签过字的空白信用卡签购单保存在值班经理保险箱，并在系统中做备注提醒员工。 Write down the notice on the registration card and key in the notice in the system like, P/B outside Mr. A VISA#4500XXXX, voucher in DM Safe #123” 在登记卡上填全付款说明并根据情况写明备注，并在系统中做相应的注明。 To alert other GSA. Keep consistent service is one point of Xxx Hotel Hospitality. 提醒员工注意。 PREPARED BY : MICHAEL ZHENG 起草人 APPROVED BY : MR RAY ZHOU 批准人 POSITION: FOM 职位： SIGNATURE/DATE 签字/日期: POSITION: FOM 职位： SIGNATURE/DATE 签字/日期: DEPARTMENT:Front Desk 部门 :前厅部 JOB TITLE: Guest Service Associate 职称 ：前台职员 TASK NO :FD 03 号码 : TASK : Block rooms for arrivals (page 1 of 3) 工作职责 : 房间预留 EQUIPMENT REQUIRED : Opera Workstation 所需设备 ：工作台 WHAT TO DO 工作程序 HOW TO DO 操作明细 WHY 工作目的 Block rooms priori to the guests who have special requests ie: connecting room, cornor room etc. 预留VIP房间。 Block rooms for early arrivals. 为早到的客人预留房间 Let room controller block rooms for VIP one day before. Block rooms from the reservation screen using in Opera to search for the desired room type. 由Room controller为VIP提前一天预留房间。 在Opera内使用 从预定屏中预留房间，以寻求所需房间的类型。 Block only vacant clean room for early arrivals. 为早到的客人预留干净的空房间。 Inform relevant departments for the various amenities requested. For example, flowers and fruits basket. 通知有关部门提供所需的各种欢迎品。例如,鲜花，果篮。 Input DNC” in the instruction field in reservation screen for staff special attention. 在预定屏备注栏输入 DNC 以提请员工注意。 As far as possible, block vacant clean rooms one day before. 尽可能提早一天预留干净空房。 To ensure that VIP guests have their priority room blockage so that specific needs will be met as well as to block the best rooms for them. 确保VIP客人享有预留房间的优先权，以便满足其具体需求并为其预留最好的房间。 We will ensure our procedures are customer friendly and easy for the customer and staff. 我们要保证我们的服务程序有益于客人并方便员工。 To allow each departments to take the necessary actions to prepare the room for the guest. 让每一个部门采取必要的举措为客人准备好房间。 To alert everyone that the room blocked should not be changed because items may have been placed in the room. 提醒各位：因为房间内各项备品已放置，所以不可更换。 To ensure that the rooms are ready check-in immediately when guests arrive early. 确保当客人较早到达时可以立即登记入住。 PREPARED BY : MICHAEL ZHENG 起草人 APPROVED BY : MR JAME XI 批准人 POSITION: FOM 职位： SIGNATURE/DATE 签字/日期: POSITON: GM 职位 SIGNATURE/DATE 签字/日期: DEPARTMENT: Front Desk 部门 : 前厅部 JOB TITLE: Guest Service Associate 职称 ：前台职员 TASK NO : FD 03 号码 : TASK : Block rooms for arrivals (page 2 of3) 工作职责 : 房间预留 EQUIPMENT REQUIRED: Opera Workstation 所需设备 ：工作台 WHAT TO DO 工作程序 HOW TO DO 操作明细 WHY 工作目的 Block rooms with no arrival times. 为未知抵达时间的客人预留房间。 Block rooms with other (know) arrival times. 为其他已知抵达时间的客人预留房间。 If vacant dirty rooms are blocked, inform housekeeping immediately providing them with the expected time of arrivals. 如预留的空房未清洁，立即通知客房部，以使他们在客人到达的预计时间内做好准备。 Block vacant clean rooms first for on day arrival. 先在当日预留干净的空房。 If not available, block vacant dirty rooms and inform housekeeping immediately, providing them with the expected time of arrivals. 如果没有干净的空房，则预留未清洁的空房并立即通知客房部，以使他们在客人到达的预定时间内做好准备。 Use discredtion and take note of expected arrival times when blocking dirty rooms. 谨慎处理，当预留未清洁房间时，记载客人到达的预计时间 Inform housekeeping about each room blocked and the expected arrival times. 通知客房部关于每一间已预留的房间和客人抵达的预计时间。 So that housekeeping can clean these rooms first in order to ensure that the rooms are ready for the guest to check in. 客房部首先将这些房间清洁，以确保为登记的客人预先准备好房间。 Guest may check n at any time. 客人可以随时登记住房。 So that housekeeping can clean these rooms first in order to ensure that the rooms are ready for the guest to check in. 以使客房部首先将这些房间清洁，以确保为登记的客人预先准备好房间。 So that vacant clean rooms may be available for any walk-ins. 以便使任何走进来的客人均有可用的干净空房间。 In order for housekeeping to schedule the maids to clean the rooms according to the arrival times. 以便客房部根据抵达时间安排服务员打扫房间。 PREPARED BY : MICHAEL ZHENG 起草人 APPROVED BY : MR RAY ZHOU 批准人 POSITION: FOM 职位： SIGNATURE/DATE 签字/日期: POSITON: GM 职位 SIGNATURE/DATE 签字/日期: DEPARTMENT : Front Desk 部门 ：前厅部 JOB TITLE: Guest Service Associate 职称 ：前台职员 TASK NO : FD 03 号码 : TASK : Block rooms for arrivals (page 3 of 3) 工作职责 : 房间预留 EQUIPMENT REQUIRED: Opera Workstation 所需设备 : 工作台 WHAT TO DO 工作程序 HOW TO DO 操作明细 WHY 工作目的 Block back to back rooms. 预留尚未退房的房间。 Block rooms for elderly guests or disabled guest. 为年老的客人或残疾客人预留房间。 Block rooms for single female executives. 为单身的女商人预留房间。 Do so only s a last resort. Use this method for very late arrival; But allow sufficient time for housekeeping to clean the rooms, taking into consideration the time for them to end their shift 只有在别无选择时才如此，用于特别推迟抵达的客人，给与客房部充足的时间以打扫房间，充分考虑到他们完成工作的时间。 Block rooms on lower floors as well as near to elevator and emergency exits. 预留房间在低楼层，靠近电梯和紧急安全出口。 Block handicapped rooms. 为残疾客人优先预留残疾房。 Block rooms without connecting doors unless specifically requested. 除非特殊要求，否则预留无连通门的房间。 Current guest in the room may extend stay or have an unexpected delayed check out. 目前住在客房内的客人可能延长居留时间或推迟退房结账。 For easy exit in the event of emergencies as well as for guest抯 convenience. 可以方便客人在紧急事件中容易进出安全出口。 A connecting door in the room of a single female executive may be perceived as an element of insecurity for them; as well as to prevent the unlikely event of someone else opening the connecting door accidentally. 单身女商人住在有连通门的房间被视为非安全因素。也已防止有偶然打开连通门而发生不愉快事件。 We will do more for the customer in every customer contact. 要利用每次同客人接触的机会为客人提供超前的服务。 PREPARED BY : MICHAEL ZHENG 起草人 APPROVED BY : MR RAY ZHOU 批准人 POSITION: FOM 职位： SIGNATURE/DATE 签字/日期: POSITON: GM 职位 SIGNATURE/DATE 签字/日期: DEPARTMENT : Front Desk 部门 ：前厅部 JOB TITLE : Guest Service Associate 职称 ：前台职员 TASK NO : FD04 号码 : TASK : Bucket check 工作职责 : 检查登记卡 EQUIPMENT REQUIRED : Opera Workstation 所需设备 ：工作台 WHAT TO DO 工作程序 HOW TO DO 操作明细 WHY 工作目的 To print in house report 打印住店客人报表 Checking bucket against in house report. 按报表检查登记卡 Verify and correct all guest details. 证实所有客人细节 Leave note to Team Leader. 留交班记录给次日领班。 Use the computer and generate the printing by the overnight shift GSA. 夜班员工使用电脑打印出报表。 Using the in house report, check each registration card with the in house rooming report. 使用住店客人报告与所有登记卡一一对照检查。 Check each registration card against guest folio. Details such as: a. number of pax b. Rate and rate code c. Billing instructions 根据客人档案核查每一份登记卡 如：人数；房价和房价代码；账目说明等。 Sort out all room discrepancy, correct all wrong key-in information , before closing the system date. 在夜审前，修改所有错误信息。 If there is something not solved, Leave the details note regarding those mistakes (if has) to the next day Team Leader. Team Leader will do the follow up. 将错误的细节留给次日领班，以便继续跟进。 For reference. 供参考。 To ensure that all in house registration cards available and are placed accordingly in the bucket by room number. Take care of guest information. 确保所有登记卡根据房号次序放置在登记卡盒中，无一遗漏。并确认报表中和登记卡中客人信息相符。 To ensure accuracy of record so as to provide precise service. 确保纪录的准确性。 Proper shift hand over. 良好的交班制。 PREPARED BY : MICHAEL ZHENG 起草人 APPROVED BY : MR RAY ZHOU 批准人 POSITION:FOM 职位： SIGNATURE/DATE 签字/日期: POSITON: GM 职位 SIGNATURE/DATE 签字/日期: DEPARTMENT : Front Desk 部门 ：前厅部 JOB TITLE : Guest Service Associate 职称 ：前台职员 TASK NO : FD 05 号码 : TASK : Cash deposit collection 工作职责 : 收取现金押金 ( 1 of 3 ) EQUIPMENT REQUIRED : Opera Workstation 所需设备 ：工作台 WHAT TO DO 工作程序 HOW TO DO 操作明细 WHY 工作目的 Calculate amount of deposit. 计算押金额 Tell guest deposit amount 告知客人总额 Receive money from guest. 收取现金 Calculate amount of deposit accurately, amount of deposit should cover the room charge during guest staying and estimated miscellaneous consumption. Formula is: Room rate per night x total room nights x 1.5 = total amount of deposit. 根据公式计算客人在店期间预计消费的额度：房费*入住天*1.5 ( 注：此为参考数据，会根据房价面确定收取押金额) If guest pay deposit for extension, ask for estimated departure date before calculate deposit. 如果客人为延住付押金，确定延住天数。 Politely tell guest deposit amount we should collect by saying: Mr./Mrs. XX, would you please pay RMB XX as deposit which include your room charge and other miscellaneous charge until you check out. If there deposit rest, we will refund them to you upon check out. 礼貌告知客人总额，结账时押金多退少补。 Use two hands to receive money from guest and carefully and efficiency count it in front of guest, any question on the money e.g. amount of money, unacceptable money, contact guest immediately. As well as say: Mr./Mrs. XX, I have received your RMB XX deposit, thank you.” After you finish counting and accept it. Protect hotel benefit and accurate deposit amount can let us have guideline for collecting deposit. 保护酒店利益 Get detail information can assist us to provide precise service. 得到确定信息。 Clearly describe the accurate deposit amount we will collect to let guest have clear understanding, and also explain the reason why this amount collected by us. Anticipate for guest request and caring about guest inquiry. 清楚告知客人押金总额和收取此金额的解释。 Any question regarding money, solve it immediately with guest and in front of guest. Clearly confirm with guest how much you receive from guest by speaking out to guest. Avoid any dispute occurred in future. PREPARED BY : MICHAEL ZHENG 起草人 APPROVED BY : MR RAY ZHOU 批准人 POSITION: FOM 职位： SIGNATURE/DATE 签字/日期: POSITON: GM 职位 SIGNATURE/DATE 签字/日期: DEPARTMENT : Front Desk 部门 ：前厅部 JOB TITLE : Guest Service Associate 职称 ：前台职员 TASK NO : FD 05 号码 : TASK : Cash deposit collection 工作职责 : 收取现金押金 ( 2 of 3 ) EQUIPMENT REQUIRED : Opera Workstation 所需设备 ：工作台 WHAT TO DO 工作程序 HOW TO DO 操作明细 WHY 工作目的 Key into the system and write the cash deposit receipt. 押金输入系统，开押金收据给客人。 Describe deposit terns to guest 向客人解释押金条款 Double check the posting to make sure you key in correctly 再次检查系统中输入的准确性 Extend for guest in computer 在系统中延期 用双手接过现金，在客人面前清点清楚，如果金额数不对或对不可接受的钱币，必须立即当面同客人讲清。 Key into the system at once and write the cash deposit receipt for the guest right now, then ask guest sign on the receipt. Finally sign your own signature. 押金收据须客人和员工双方签字确认，并立即将押金输入系统。 Clearly describe deposit refund terms to guest by saying: Mr./Mrs. XX, would you please read these clause to see if it is correct, thank you.” 向客人解释押金收取及退还的具体条款 After guest leave front desk, double check deposit into computer immediately. 客人离开柜台后，立即再次确认系统中输入的准确性。 If guest pay deposit for extension, extend for guest in computer and make the new key after collecting deposit. 如客人为延住客人，确保在系统中为客人延住，并作新钥匙 任何有关现金的问题必须当面立即解决，避免以后发生不必要的纠纷。 Let guest clearly understand terms content to avoid any dispute in future. 让客人清楚理解避免今后纠纷发生。 Avoid forgetting posting so as to affect any upset to guest caused by deposit. 谨防忘记输入电脑 Update information in computer. 更新信息。 PREPARED BY : MICHAEL ZHENG 起草人 APPROVED BY : MR RAY ZHOU 批准人 POSITION: FOM 职位： SIGNATURE/DATE 签字/日期: POSITON: GM 职位 SIGNATURE/DATE 签字/日期: DEPARTMENT : Front Desk 部门 ：前厅部 JOB TITLE : Guest Service Associate 职称 ：前台职员 TASK NO : FD 05 号码 : TASK : Cash deposit collection 工作职责 : 收取现金押金 ( 3 of 3 ) EQUIPMENT REQUIRED : Opera Workstation 所需设备 ：工作台 WHAT TO DO 工作程序 HOW TO DO 操作明细 WHY 工作目的 Note: 注意 If guest pay foreign currency as deposit 客人付外币作为押金 Calculate amount of deposit accurately the same as above. Exchange rate should follow the foreign currency exchange list 人民币押金总额计算同上所述。外币总额依照每天外汇牌价计算得出。 Foreign currency can not settle bill directly unless exchange to RMB or change other payment method upon C/O. Polite explain to guest the foreign currency will only be kept at Front Desk during stay as deposit. 外币不可直接用于结算，除非在退房时兑换成人民币或改用其他方式结算。 向客人礼貌的解释外币只是作为押金在入住期间存放前台。 Write a formal foreign currency receipt and pass one copy to guest. State that the foreign currency will be returned to guest after settling bill with receipt. 开据外币押金收据给客人。客人结清账目后，凭收据退还外币押金。 The foreign currency deposit should be sealed in envelope with details on the cover including guest name, room no., duration, which foreign currency and amount by FD SA, then kept in Service Manager Safe Deposit Box during guest stay 外币押金由收取押金的前台员工放在信封中密封，将细节（客人姓名，房号，入住期间，外币种类，金额）在信封上注明。交给服务经理在客人入住期间存放在保险箱内。 C/O message should be left “ Pay USD200.00 as deposit kept by SM”. 在离店信息中输入” 收取美金200元作为押金，存放宾客服务经理处“ Make sure to count and check the foreign currency in front of the guest before collecting. Avoid any dispute occurred in future. 确保在收取现金前，在客人面前检查外币和数清金额，避免今后发生争执。 PREPARED BY : MICHAEL ZHENG 起草人 APPROVED BY : MR RAY ZHOU 批准人 POSITION: FOM 职位： SIGNATURE/DATE 签字/日期: POSITON: GM 职位 SIGNATURE/DATE 签字/日期: DEPARTMENT : Front Desk 部门 ：前厅部 JOB TITLE : Guest Service Associate 职称 ：前台职员 TASK NO : FD 06 号码 : TASK : Check in with TA voucher 工作职责 : 持旅行社入住券入住 （1 of 5 ） EQUIPMENT REQUIRED : Opera Workstation 所需设备 ：工作台 WHAT TO DO 工作程序 HOW TO DO 操作明细 WHY 工作目的 Greets guest. 问候 Identify guest who come with luggage or briefcase and inquire guest name with smile and eye contact.. 得到客人姓名 Collect the room voucher by two hands and check reservation in computer. 收取入住单 Greets guest upon guest approach front desk counter with smile by saying: Nin Hao, welcome to Traders Hotel, Kun Shan. May I help you, Sir/Madam? 使用标准用语问候客人。 If guest has reservation, politely inquire guest name by saying: May I have your last name, sir/Madam?” 得到客人姓名后查询预定。 Find out reservation immediately in computer, politely require guest room voucher and confirm the information including guest name, arrival and departure date, room type and payment, etc. If fail to find out, try other way, e.g. use guest company name or travel agency name to check in computer. By saying: Mr. XX, May I have your company name or may I know the company you made your booking with?” If still fail to find, let the guest check in first and follow up after check in. 找到预定后收取入住单，确认入住单上的信息是否与系统中一致。 如果用名字无法查到预定，使用旅行社或公司名字查找。如果仍无法找到预订，先为客人登记，随后再跟进。 Note: Never say to guest: No reservation” even if reservation can not be found in computer. Use guest company contract rate and guest preference to check in guest at first. Present our courtesy and kindly service at first time. 留下良好的第一印象。 Clarify guest is walk in guest or with reservation. So that you can check the reservation in computer. 确认客人是否有预定。 Locate reservation immediatelly, try to provide efficiency service to guest at first time and every single time. 为客人提供有效快捷的服务。 Be flexibility. 灵活 PREPARED BY : MICHAEL ZHENG 起草人 APPROVED BY : MR RAY ZHOU 批准人 POSITION:FOM 职位： SIGNATURE/DATE 签字/日期: POSITON: GM 职位 SIGNATURE/DATE 签字/日期: DEPARTMENT : Front Desk 部门 ：前厅部 JOB TITLE : Guest Service Associate 职称 ：前台职员 TASK NO : FD 06 号码 : TASK : Check in with TA voucher 工作职责 : 持旅行社入住券入住 （2 of 5 ） EQUIPMENT REQUIRED : Opera Workstation 所需设备 ：工作台 WHAT TO DO 工作程序 HOW TO DO 操作明细 WHY 工作目的 Confirm room type with politely manner and smile, eye contact. 确认房态 Advise guest from getting R card 告知客人去取登记单 注意：不要同客人讲：没有预订。即使预定无法找到，使用客人公司价根据客人喜好先为客人登记入住。 If VIP or Golden Circle guest refer to GRO immediately. By saying: Mr. XX, please wait for a moment, our guest relation officer will show you the way to the room.” Or if GRO is busy, follow Golden Circle ‘ s standard to service the guest. 如果是贵宾或金环会成员，立即通知宾客关系主任接待。如他/她繁忙，根据接待贵宾标准工作程序接待客人。 Confirm room type and period with guest according to reservation by clearly description. By saying: Mr. XX, you have booked our deluxe king size room, is it correct?” 同客人确认房态和入住天数。 By saying: Just one moment, Mr. XX, I ‘ m just going to get your registration card.” Draw out pre-registered registration card and prepared welcome booklet from reservation form holding box. 去取登记单时告知客人。 If guest request non-smoking room, please follow up in the system and key in the guest profile, so we can meet guest ‘ s needs in the future. Clearly confirm detail with guest to avoid making guest feel confused, meanwhile let guest feel our genuine service. 确认细节时刻人感受我们真诚的服务。 In order to avoid the guest confusion and show care. 避免客人产生误会 PREPARED BY : MICHAEL ZHENG 起草人 APPROVED BY : MR RAY ZHOU 批准人 POSITION:FOM 职位： SIGNATURE/DATE 签字/日期: POSITON: GM 职位 SIGNATURE/DATE 签字/日期: DEPARTMENT : Front Desk 部门 ：前厅部 JOB TITLE : Guest Service Associate 职称 ：前台职员 TASK NO : FD 06 号码 : TASK : Check in with TA voucher 工作职责 : 持旅行社入住券入住 （3 of 5 ） EQUIPMENT REQUIRED : Opera Workstation 所需设备 ：工作台 WHAT TO DO 工作程序 HOW TO DO 操作明细 WHY 工作目的 Check in guest in computer 在系统中办理入住手续 Collect ID card/ Business card for registration. 收取证件和名片登记 Fill registration card 填写登记单 Confirm and collect the payment. 付款方式 If very frequent guest, no need confirm type and rate all the time, do according to the profile. If there is detail profile in the system, do not collect business card again. 客人的要求应被记入系统，使客人下次光临时我们提前满足其要求。 常客不需要每次都确认细节。 资料很全的客人不须再要名片。 Check in guest in computer 在系统中办理入住手续 Politely collect guest ID card/Business card for registration. Use two hands to receive guest ID card/business card, By saying: Mr. XX, may I have your passport and business card for reference. Thank you.” 礼貌的要求证件和名片登记。 Clearly, neatly accurately and efficiency fill in the registration card for guest. 清楚，整齐，准确，快速填写登记单。 Politely collect payment from guest by saying: Mr. XX, how would you like to settle your incidental payment?” If it is credit card, quickly take in print. If paid by cash, collect 500 RMB per day for cash deposit. 收取杂费押金五百元。 . Avoid forgetting check in guest in computer. 避免忘记在系统中登记。 Fill in registration for guest to show our Asian hospitality. 帮助客人填写登记单 Avoid to letting guest wait for too long time. Do more for our customer in every customer contact. 避免使客人等候太久 Advance deposit should be collected to protect hotel benefit. 押金收取保障酒店利益 PREPARED BY : MICHAEL ZHENG 起草人 APPROVED BY : MR RAY ZHOU 批准人 POSITION: FOM 职位： SIGNATURE/DATE 签字/日期: POSITON: GM 职位 SIGNATURE/DATE 签字/日期: DEPARTMENT : Front Desk 部门 ：前厅部 JOB TITLE : Guest Service Associate 职称 ：前台职员 TASK NO : FD 06 号码 : TASK : Check in with TA voucher 工作职责 : 持旅行社入住券入住 （4 of 5 ） EQUIPMENT REQUIRED : Opera Workstation 所需设备 ：工作台 WHAT TO DO 工作程序 HOW TO DO 操作明细 WHY 工作目的 Confirmation information with guest. 确认信息 Present welcome booklet and necessary items to guest. 分发钥匙 Inform the GSA-concierge 通知礼宾部 Ask if guest need any thing help 提供更多服务 Offer Service Center information, if need. 如需要，提供服务中心信息 Complete check in. 完成登记 Confirm guest name, room number, arrival date, depature date with guest. 确认所有入住信息。 Use two hands to present welcome booklet and necessary items to guest. 用双手给客人分发钥匙 Inform SA-Concierge the room number. 通知礼宾部客人房号。 Ask if guest need any else help by saying: Mr./Mrs. XX, Is there anything else I can do for you?” 询问客人是否需要更多帮助。 Identify GSA-reception self and offer guest service center extension number by saying: Mr./Mrs. XX, our guest service center extension is 3, please call us anytime if you need our help.” 前台员工介绍自己并提供服务中心电话分机。 Introduce GSA-concierge to guest and wish guest a pleasant stay. By saying: Mr./Mrs. XX, this is Jack from concierge, he will show you to the room, wish you have a pleasant stay.” 介绍礼宾部员工给客人，并祝客人入住愉快。 Care for guest understanding on every detail information. 让客人了结所有相关信息 Do more for the guest. 为客人多做。 Anticipate new guest request, to help new guest familiar with the hotel service center. 预见客人需求 Use team work to consistently serve guest. 运用团队精神为客人提供持续的服务。 PREPARED BY : MICHAEL ZHENG 起草人 APPROVED BY : MR RAY ZHOU 批准人 POSITION:FOM 职位： SIGNATURE/DATE 签字/日期: POSITON: GM 职位 SIGNATURE/DATE 签字/日期: DEPARTMENT : Front Desk 部门 ：前厅部 JOB TITLE : Guest Service Associate 职称 ：前台职员 TASK NO : FD 06 号码 : TASK : Check in with TA voucher 工作职责 : 持旅行社入住券入住 （5 of 5 ） EQUIPMENT REQUIRED : Opera Workstation 所需设备 ：工作台 WHAT TO DO 工作程序 HOW TO DO 操作明细 WHY 工作目的 Sign on registration card. 签字 Get approval code for credit card. 信用卡授权 Do routing in the system 在系统中做routing Attach TA voucher with R/C 附入住卷在登记卡单后 Attach items. 附卡单 GSA-reception sign on registration card. 前台员工在登记卡上签字确认 If the guest pays by credit card, input credit card number into EDC machine to get approval code upon guest check in. If the credit card is declined, ask guest to change payment by saying: Mr./Mrs. XX, I am very sorry to inform you that after checking with the bank , we can ‘ t get approval code for your credit card, would you please change to another payment, thank you.” 使用EDC要取信用卡相应授权，如果EDC不接受客人信用卡，要求客人换卡或更改付款方式 Do routing according to the bill instruction in the system after check-in system. 根据付款说明在系统中做做账目说明。 Attach TA voucher with R/C and pass to Credit Mananger on daily basis to get authorization. 附入住卷在登记卡单后，交给信贷部经理授权挂账。 Attach registration card with EDC voucher together 将信用卡授权卡单附在登记卡后 For future using. 公安局登记制度 Check the credit card limit. 检查信用卡额度。 We don’t tell guest his/her credit card is declined because we should give guest face. Under this situation, we should be very careful to talk to guest 在信用卡不被接受的情况下，不要直接同客人讲信用卡被拒收，应小心措辞要求客人更换付款方式。 If the billing has been paid by theTA, to avoid divulge room rate to the gust. 以防在结账时将旅行社应付费用让客人得知。 Credit Manager will double check it again to make sure everything is correct. 信贷部经理复查所有相关资料确保无差错。 For filing. 存档 PREPARED BY : MICHAEL ZHENG 起草人 APPROVED BY : MR RAY ZHOU 批准人 POSITION:FOM 职位： SIGNATURE/DATE 签字/日期: POSITON: GM 职位 SIGNATURE/DATE 签字/日期: DEPARTMENT : Front Desk 部门 ：前厅部 JOB TITLE : Guest Service Associate 职称 ：前台职员 TASK NO : FD 07 号码 : TASK : Extension Stay 工作职责 : 处理延住 （1 of 2） EQUIPMENT REQUIRED : Opera Workstation 所需设备 ：工作台 WHAT TO DO HOW TO DO WHY Receive extension requirement from guest. 客人要求延住 Check guest how many days to be extended. 确认延住天数 Check the room availability status. 确认可用房间数 Check guest balance. 检查客人账目情况 Politely ask guest’s name and room number and confirm in the computer. Say: Nin Hao Sir/Madam, May I help you?” 确认客人姓名和房号。 Saying: Mr./Mrs. XX, May I know how long will you want to extend?” 确认延住天数 Check the room availability status in the computer. Only keep SL-Front Desk informed after you do under full house situation. 在系统中确认随后几天的可用房间数，只有在满房的情况下，通知主管处理。 To check guest’s cash deposit or credit card approval amount. But, please check it in a polite way and keep guest’ s regard. If deposit is not enough, invite guest to pay more deposit. By saying: Mr./Mrs. XX, your deposit is not covered your extension stay, could you pay more deposit please?” If it is credit card payment, accept extension request at first, check approval amount later. 检查客人押金是否足够，如果押金为现金，礼貌的要求客人补交足够现金。 To ensure the correct room number to provide precise service. 确保客人提供正确房号。 To get accurate information so as to provide precise service. 得到正确信息。 To encourage GSA decide making. 鼓励员工做决定。 Finance policy should be applied. 相关财务制度必须遵守 Always respect guest and show your care to the guest. Do not keep guest waiting. 尊重客人。 不要让客人等候。 PREPARED BY : MICHAEL ZHENG 起草人 APPROVED BY : MR RAY ZHOU 批准人 POSITION:FOM 职位： SIGNATURE/DATE 签字/日期: POSITON: GM 职位 SIGNATURE/DATE 签字/日期: DEPARTMENT : Front Desk 部门 ：前厅部 JOB TITLE : Guest Service Associate 职称 ：前台职员 TASK NO : FD 07 号码 : TASK : Extension Stay 工作职责 : 处理延住 (2 of 2) EQUIPMENT REQUIRED : Fidelio Workstation 所需设备 ：工作台 WHAT TO DO HOW TO DO WHY Check if guest is paid by company or travel agent. 核查客人是否公司或旅行社付款 Make extension for guest. 延住 If paid by company or travel agent, written extension notice is needed at least before departure, otherwise explain to guest we will charge to guest ‘ s own account and for travel agent ‘ s booking room rate will also be changed to walk in rate from extension day. 如果是公司或旅行社付款，书面延住通知必须在离店前发送至酒店。否则，告知客人延住后的所有费用自付并不享受公司或旅行社优惠价格。 Make extension for guest in computer immediately if the above terms & conditions are acceptable, update room key for guest. 在以上情况都与客人确认后，在系统中延住，并给客人作新的房间钥匙。 PREPARED BY : MICHAEL ZHENG 起草人 APPROVED BY : MR RAY ZHOU 批准人 POSITION: FOM 职位： SIGNATURE/DATE 签字/日期: POSITON: GM 职位 SIGNATURE/DATE 签字/日期: DEPARTMENT : Front Desk 部门 ：前厅部 JOB TITLE : Guest Service Associate 职称 ：前台职员 TASK NO : FD 08 号码 : TASK : Flight reconfirmation 工作职责 : 重复确认机票 EQUIPMENT REQUIRED : Opera Workstation 所需设备 ：工作台 WHAT TO DO 工作程序 HOW TO DO 操作明细 WHY 工作目的 Receiving airticket and obtain the request. 接到机票。 Repeat 重复信息。 Reconfirm the ticket with airlines office. 确认机票。 Notifying the guest. 通知客人。 Obtain the following information from the guest. Guest name；room No. flight No.; destination; departure date and time; class; ticket No.ect. By saying: May I have your full name?” May I have you flight number? 在还给客人机票前记录下相关所有信息：客人姓名和房号；航班号码；目的地；日期时间；客舱等级；票号等。 Make sure repeat the details to the guest. 与客人重复信息。 Make a phone call to the airlines office for reconfirmation. Ensure offering all information to airline office clerk and obtain the reconfirmation coded and the clerk name. 与航空公司联系，将所有细节告知，并获得确认号和航空公司员工姓名。 Call to guest or leave a message to inform the guest that his/her ticket has been reconfirmed. The message is: Dear Mr./Mrs. XX, Your air-ticket has been reconfirmed, the reconfirmation number is XX. Thank you and have a nice day. GSTL-Scott.” 留言或打电话通知客人机票已确认好。 To have all details at hand while reconfirming the ticket. 掌握机票所有必要信息。 Avoid making mistake is to show our sincerity to the guest. 避免出错。 Ensure our procedures are customer friendly and easy for the customer and staff. 确保我们的程序既有利于客人又方便员工。 Guest is aware of the outcome. 让客人知道结果。 PREPARED BY : MICHAEL ZHENG 起草人 APPROVED BY : MR RAY ZHOU 批准人 POSITION: OM 职位： SIGNATURE/DATE 签字/日期: POSITON: GM 职位 SIGNATURE/DATE 签字/日期: DEPARTMENT : Front Desk 部门 ：前厅部 JOB TITLE : Guest Service Associate 职称 ：前台职员 TASK NO : FD 09 号码 : TASK : Generating reports 工作职责 : 总报告 EQUIPMENT REQUIRED : Opera Workstation 所需设备 ：工作台 WHAT TO DO 工作程序 HOW TO DO 操作明细 WHY 工作目的 Printing department reports 打印部门报告。 Sort up of reports 报告的分类。 Printing downtime reports. 打印例行报告。 Filing of downtime reports. 将报告归档。 This is usually done at night by the night shift GSA. 通常由前台夜班员工做。 A list would be provided showing which type of report for which department. 有确定一份 目录 工贸企业有限空间作业目录特种设备作业人员作业种类与目录特种设备作业人员目录1类医疗器械目录高值医用耗材参考目录 以表明哪一个部门需打印哪些报表。 All reports would be sorted and placed according to the designated places for collection. 报告被分类并被放在指定地方以方便取用。 Downtime reports are to be printed at the beginning of every shift hand over. (06:00,14:30; 22:30 daily) 例行报告每天打印三次，分别在三个班次前。 Downtime reports would consist of: a. Arrival report b. Departure report with balance c. In house report by room & alpha d. Room status e. Posting summery 例行报告包括： 抵达报告；离店报告；住店客人报告；房态表；账目报告等。 File the report and place the folder in the proper place. 将报告归档并放在固定地方。 Less interruption. 较少被打扰。 Information 信息。 Team work of Xxx Hotel spirit. 酒店团队精神。 For latest information in case of the computer breakdown. 保持最新信息以防系统死机。 Easily available in times of needs. 需要时方便使用。 PREPARED BY : MICHAEL ZHENG 起草人 APPROVED BY : MR RAY ZHOU 批准人 POSITION:FOM 职位： SIGNATURE/DATE 签字/日期: POSITON: GM 职位 SIGNATURE/DATE 签字/日期: DEPARTMENT : Front Desk 部门 ：前厅部 JOB TITLE : Guest Service Associate 职称 ：前台职员 TASK NO : FD 10 号码 : TASK :Greeting and welcoming guest (1 of 2) 工作职责 : 问候并欢迎客人 EQUIPMENT REQUIRED : Opera Workstation 所需设备 ：工作台 WHAT TO DO 工作程序 HOW TO DO 操作明细 WHY 工作目的 Use standard greetings for the guests. 使用标准问候语向客人问候。 Welcome guests to the hotel. 欢迎来饭店的客人。 As the guests approach the reception counter, acknowledge their presence by greeting them at least three meters away from the counter. Say, Good morning /Afternoon/Evening, Mr.XX. (if name of guest is known, otherwise use Sir or Madam) 当客人走近接待台时，在客人距接待台至少三米时向其问候示意，说，早上好/下午好/晚上好/，XX先生。（如果知道客人姓名时称XX先生，反之则使用先生或女士） Establish and keep eye contact with the guest and smile genuinely. 与客人建立并保持视觉接触，真诚微笑。 Stand upright with an attentive body posture. 以专注的身体姿势立正站立。 Say, Welcome to Traders Hotel, Kunshan. If guest is a return guest, Say, “ Welcome back to Traders Hotel, Kunshan.” 说,” 欢迎来昆山商贸饭店。” 如果客人是回头客人，说,” 欢迎再次光临昆山商贸饭店。“ To give a positive impression of the hotel as well as to acknowledge the importance of the guest in the hotel and also to raise the self-esteem of guests by addressing them by their names. 使饭店的良好服务给客人留下深刻的印象，并使客人深切的感受到饭店重视自己，以其姓名相称呼也可以提高客人的自尊感。 To show that you are genuinely willing to serve the guest. 表现出真诚服务客人的愿望。 A good body posture indicates good grooming and confidence.. 良好的身体姿势表明良好的修养和自信。 To make guests feel at home as well as to proudly announce the name of the hotel. 使客人有种归家感，为饭店的名称感到骄傲和荣幸。 PREPARED BY : MICHAEL ZHENG 起草人 APPROVED BY : MR RAY ZHOU 批准人 POSITION: FOM 职位： SIGNATURE/DATE 签字/日期: POSITON: GM 职位 SIGNATURE/DATE 签字/日期: DEPARTMENT : Front Desk 部门 ：前厅部 JOB TITLE: Guest Service Associate 职称 : 前台职员 TASK NO : FD 10 号码 : TASK :Greeting and welcoming guest (2 of 2) 工作职责 : 问候并欢迎客人 EQUIPMENT REQUIRED : Opera Workstation 所需设备 ：工作台 WHAT TO DO 工作程序 HOW TO DO 操作明细 WHY 工作目的 If guest should be kept waiting, thank them for waiting. 如果需要客人等待的情况下应向客人的等待表示感谢。 Offer assistance and identify guest by name. Use,” May I have your last name, please?” 为客人提供帮助，识别客人的姓名. Use, “ Thank you for waiting, MR./Ms.XX.” 说 ：“ 谢谢等候, XX先生/女士。” To retrieve reservation from Opera system. 从Opera系统中找出客人的预定。 To acknowledge that the guest has been waiting and their patience is appreciated. 对客人的耐心表示感谢。 PREPARED BY : MICHAEL ZHENG 起草人 APPROVED BY : MR RAY ZHOU 批准人 POSITION: FOM 职位： SIGNATURE/DATE 签字/日期: POSITON: GM 职位 SIGNATURE/DATE 签字/日期: DEPARTMENT : Front Desk 部门 ：前厅部 JOB TITLE : Guest Service Associate 职称 ：前台职员 TASK NO : FD 11 号码 : TASK : Group check in 工作职责 : 团队登记 (1 of 4) EQUIPMENT REQUIRED : OperaWorkstation 所需设备 ：工作台 WHAT TO DO 工作程序 HOW TO DO 操作明细 WHY 工作目的 Receiving group resume. 收到团队资料 Prepare key envelope and group check in form. 准备好团队欢迎信封和团队入住信息表格。 One day before, room controller should read the group resume carefully and assign rooms for group, try to assign rooms on the same floor or closely. And if no enough vacant rooms, due out group rooms can be assigned for arrival group as long as check out time is at least three hours prior to arrival time. 提前一天Room controller详细阅读团队资料，并根据具体要求安排团队房间，尽可能安排在同一层或相近楼层。如没有足够的房间，可安排当天离店的团队房间，但时间间距为至少三小时，以保证客房部有足够时间打扫房间。 One day prior to group arrival, night shift front desk GSA should prepare key envelope and fill in group check in form according to group resume for the arrival group on the next day. 团队到达的前一天，前台夜班员工应该根据团队资料准备好团队欢迎信封和填写团队信息表格。 Group check in form should be filled in below item: · Group name/hotel group code · Travel agent name · Arrival/departure date,time · No. of rooms and pax · Meal type and venue · Payment and etc. 团队入住信息表格应该包括：团队名称；旅行社名称；到店离店日期，时间；房间数人数；就餐地点和种类；付款方式等等。 Prepare room well in advance so as to save group check in time. 提前安排房间以节省团队入住时间。 Well preparation is the first step of express check in. 良好的准备工作是快速登记的前提。 PREPARED BY : MICHAEL ZHENG 起草人 APPROVED BY : MR RAY ZHOU 批准人 POSITION: FOM 职位： SIGNATURE/DATE 签字/日期: POSITON: GM 职位 SIGNATURE/DATE 签字/日期: DEPARTMENT : Front Desk 部门 ：前厅部 JOB TITLE : Guest Service Associate 职称 ：前台职员 TASK NO : FD 11 号码 : TASK : Group check in 工作职责 : 团队登记 (2 of 4) EQUIPMENT REQUIRED : Opera Workstation 所需设备 ：工作台 WHAT TO DO 工作程序 HOW TO DO 操作明细 WHY 工作目的 Block group check in venue. 确定团队办理入住的地点 Room assignment 房间安排 On the day when group arrive, prepare the room keys. 准备钥匙 Group arrival. 团队到达 Front desk GSA confirm with Sales group coordinator about group checking venue. 前台员工与销售部团队协调员确认团队办理入住地点 Double check room assignment, make sure there is no due out room, ensure room are arranged according to group resume.. 检查房间安排，确认无当天退房的房间。并且按照团队资料对房间的要求安排房间。 After block rooms in computer, encode the room keys before the group arrival. 房间安排好后，在团队到达前做好钥匙。 Greet guest upon guest approach front desk counter with smile by saying: Nin Hao, welcome to Traders Hotel, Kunshan,, May I help you Sir/Madam。” 在客人走近前台时，微笑问候客人，” 您好，欢迎光临昆山商贸饭店，我可以帮您吗， XX先生。” Avoid guests block front desk check in area. 避免客人堵塞在大厅前台处。 Prepare rooms key in advance is to save group check in time. 提前准备好钥匙以节约团队入住的时间。 Present our courtesy and kindly service at first time. 表现我们的真诚和礼貌的服务。 PREPARED BY : MICHAEL ZHENG 起草人 APPROVED BY : MR RAY ZHOU 批准人 POSITION: FOM 职位： SIGNATURE/DATE 签字/日期: POSITON: GM 职位 SIGNATURE/DATE 签字/日期: DEPARTMENT : Front Desk 部门 ：前厅部 JOB TITLE : Guest Service Associate 职称 ：前台职员 TASK NO : FD11 号码 : TASK : Group check in 工作职责 : 团队登记 (3 of 4) EQUIPMENT REQUIRED : Opera Workstation 所需设备 ：工作台 WHAT TO DO 工作程序 HOW TO DO 操作明细 WHY 工作目的 Room key issuing 分发房间钥匙。 Check in group in Opera system 在Opera系统中登记入住团队 Confirm grou information 确认团队信息 Assist tour leader to distribute room keys to guests. Pass the updated group room list to bellboy for luggage delivery. 协助领队分发钥匙给客人。将最新的房号名单给礼宾部用来运送行李。 Double check room No. and check in group in Opera system. 再次确认房号及总数，在系统中登记入住团队。 Confirm group details with tour leader. Collect one copy of rooming list and get group Visa. If the group has no group Visa, ask all guests passports to register. 从领队处取得团队名单，确认团队信息，得到团体签证以便登记，如果没有团体签证,就需逐个登记。 Fill in the group check in form, including: · Daily morning call time · Luggage down time · Daily breakfast time · Departure time and etc. Inform tour leader hotel facilities and service. 填写团队入住信息表，包括： 每日叫早时间; 下行李时间; 每日早餐时间; 离店时间等。 介绍饭店相关设施。 Connect telephone line for group room immediately. 使团队房间的电话线路及时接通。 Get more information,and inform more information. 获取更多团队信息，同时给予更多饭店信息。 PREPARED BY : MICHAEL ZHENG 起草人 APPROVED BY : MR RAY ZHOU 批准人 POSITION:FOM 职位： SIGNATURE/DATE 签字/日期: POSITON: GM 职位 SIGNATURE/DATE 签字/日期: DEPARTMENT : Front Desk 部门 ：前厅部 JOB TITLE : Guest Service Associate 职称 ：前台职员 TASK NO : FD11 号码 : TASK : Group check in 工作职责 : 团队登记 (4 of 4) EQUIPMENT REQUIRED : Opera Workstation 所需设备 ：工作台 WHAT TO DO 工作程序 HOW TO DO 操作明细 WHY 工作目的 Confirm payment with tour leader 确认付款方式 Direct Payment 现付 Escort group members to elevator 引导客人去电梯 Update group information 更改团队信息。 Follow up. 跟进 Note: 注意： Any last minutes arrangement should inform concerned department immediately. 任何最后更新的团队信息，必须马上通知相关的部门。 Confirm payment with tour leader upon checking in. 在入住时，与旅行社陪同确认付款方式。 If it is paid upon check in , after group member go upstairs, collect payment from tour leader. 如果团队是现付，客人登记入住后，向旅行社陪同收取。 GSA show group to the elevator area. 前台员工引导客人去电梯。 Key in all guest information in Opera system. Double check room rate and do complimentary room according group resume. 将所有客人信息输入系统，核查房费，并根据团队资料做相应的免费房。 Distribute group check in form and rooming list to relevant department. File the original one at front desk. 将相关信息发送到相关部门。 前台保存原件。 Avoid any dispute upon check out 避免在退房时发生任何账目的争执 Don抰 block group member check in time to wait for collecting payment. 不要因为收取现金，而耽误团队入住的时间 Show our courtesy to guest. 显示我们的对客的礼貌。 Inform relevant departments for providing relevant service e.g. wake up call; luggage delivery, etc. 通知相关部门相关信息，以确保提供向以服务。 PREPARED BY : MICHAEL ZHENG 起草人 APPROVED BY : MR RAY ZHOU 批准人 POSITION:FOM 职位： SIGNATURE/DATE 签字/日期: POSITON: GM 职位 SIGNATURE/DATE 签字/日期: DEPARTMENT : Front Desk 部门 ：前厅部 JOB TITLE : Guest Service Associate 职称 ：前台职员 TASK NO : FD12 号码 : TASK : Guest location 工作职责 : 客人方位 ( 1 of 2 ) EQUIPMENT REQUIRED : Opera Workstation 所需设备 ：工作台 WHAT TO DO 工作程序 HOW TO DO 操作明细 WHY 工作目的 Greeting the guest when the guest approaches the reception counter. 问候客人 Check in the computer. 查系统 Take down guest’ s notice. 记录 Saying: Nin Hao, Mr./Mrs. XX, May I help you?” 问候客人 Upon the guest request for location service, politely inquire guest’ s name and room number and confirm in the computer. 客人要求方位服务，查系统确认客人身份。 Politely ask guest for the information as below and key in guest folio at the same time. · Guest Location · Contact No. · Return Time Politely ask the guest when he/she will return. Repeat the details to the guest. 确认客人方位，联系电话，确认客人回来的时间。并再次重复信息。 If guest there is no confirmed time when he/she comes back, tell guest by saying: Mr./Mrs. XX, when you come back, would you please call us to cancel this message?” 如客人无法确认回来时间，请客人回来后马上通知取消方位服务 Tell guest this message will be passed to his/her friend Mr./Mrs. XX, we will tell your friend where you are and how to contact you or we will put through your friend ‘ s telephone number.” 告知客人方位留言将会被转告给找他的客人。 To create a good impression to the guest. 给客人留下良好印象。 To ensure the guest is in house guest and room number is correct. Correct guest information can assist us to provide precise service. 确保客人是住店客人，并保证客人提供的房号与系统中一致。 To cancel guest location on time. Guarantee our consistent service. 确认时间及时取消方位服务。 To ensure to get clear and full information. Ensure precise service is provided. 重复确认保证清晰完整的信息。 PREPARED BY : MICHAEL ZHENG 起草人 APPROVED BY : MR RAY ZHOU 批准人 POSITION: FOM 职位： SIGNATURE/DATE 签字/日期: POSITION: FOM 职位： SIGNATURE/DATE 签字/日期: DEPARTMENT : Front Desk 部门 ：前厅部 JOB TITLE : Guest Service Associate 职称 ：前台职员 TASK NO : FD 12 号码 : TASK : Guest location 工作职责 : 客人方位 ( 2 of 2 ) EQUIPMENT REQUIRED : Opera Workstation 所需设备 ：工作台 WHAT TO DO 工作程序 HOW TO DO 操作明细 WHY 工作目的 End of talking with guest. 结束交谈 Call telephone operator. 通知总机 Cancel the location notice 取消方位服务 Check if anything else we can do for guest. If no, thank guest to finish the talking with guest. 确认是否还能帮客人什么。 Inform telephone operator of the location notice immediately. Politely inquire the operator name 马上通知总机上述信息，并获得总机员工姓名。 At the designated cancellation time, call guest room to confirm if the guest has returned or not. If yes, cancel the location notice in the computer. If the guest has not returned, keep contacting guest room till guest comes back or get further notice. 在预定取消时间，致电客人房间再次确认客人是否已回房间。如客人已回房间，取消方位服务。 如未回房间，继续跟进。 Note: 注意： Every time, when caller or visitor request checking guest information, retrieve it from Opera Telephone Operator (Ctr+F7) function. Because, this is the only way to retrieve guest locator message. 当客人查询信息时，在系统中要使用Ctr+F7 只有此项查询功能可以获得客人的方位留言。 Always remember to do more for guest. 为客人多做。 Avoid forgetting the notice. Use team work to process consistent service. To ensure operator get clear and full information. 马上通知，清楚完整的信息传达 Follow up. 跟进 PREPARED BY : MICHAEL ZHENG 起草人 APPROVED BY : MR RAY ZHOU 批准人 POSITION: FOM 职位： SIGNATURE/DATE 签字/日期: POSITON: GM 职位 SIGNATURE/DATE 签字/日期: DEPARTMENT : Front Desk 部门 ：前厅部 JOB TITLE : Guest Service Associate 职称 ：前台职员 TASK NO : FD 13 号码 : TASK : Handle confidential / Screen calls request 工作职责 : 处理客人要求保密/筛选电话要求 EQUIPMENT REQUIRED : Opera Workstation 所需设备 ：工作台 WHAT TO DO 工作程序 HOW TO DO 操作明细 WHY 工作目的 Confidential stay 保密 Screen calls 筛选电话 Process instruction accordingly 相应的输入指示信息 Explanation : Confidential stay : 保密 Guest does not want others to know that he is staying with us. 客人不希望别人知道自己住在本酒店。 Screen calls : 筛选电话 Guest wants all callers to be screened before being connected. 客人希望任何电话被转接前，都要对来电者进行问询。 Inform guest that we will inform all callers or visitors that he is not listed with us even though callers or visitors claimed to be related to guest. All parcels / items delivered will also be rejected. 要通知客人我们将告知所有来电和来访者此客人不在本酒店入住，即使来电或来访者声称与此客人有关系。 所有包裹或物品也会被拒收。 Check with guest if he wants to accept emergency or overseas calls? Inform guest that we will screen all calls or visitors and await his further instructions. 与客人确认是否希望接听紧急或国际长途? 通知客人我们将会筛选所有电话和来访者，并等待客人的进一步指示。 Key in Confidential stay” or Screen calls” after guest last name in guest’s profile and also under Billing instruction”. Inform telephone operator so that DND” could be set in console. 在客人的档案的姓后和账目指示栏中输入 “ 保密 “ 或 “ 筛选电话 “ 提醒员工注意。 通知总机在话务台上设置DND“ 功能。 To avoid accidental disclosure 防止保密服务被揭穿 To keep all informed. 让所有人被告知。 All calls will be diverted to operator console. 所有的电话将被自动转接去总机。 PREPARED BY : MICHAEL ZHENG 起草人 APPROVED BY : MR RAY ZHOU 批准人 POSITION: FOM 职位： SIGNATURE/DATE 签字/日期: POSITON: GM 职位 SIGNATURE/DATE 签字/日期: DEPARTMENT : Front Desk 部门 ：前厅部 JOB TITLE : Guest Service Associate 职称 ：前台职员 TASK NO : FD 14 号码 : TASK : Handling expected check out 工作职责 : 处理预计离店客人 (1 of 3) EQUIPMENT REQUIRED : Opera Workstation 所需设备 ：工作台 WHAT TO DO 工作程序 HOW TO DO 操作明细 WHY 工作目的 Print out Departure report 打印离店客人报表 Sort due out room 整理离店房间 Check remark 查看客人档案备注。 Call guest room 致电客人。 Everyday at 12:30noon, print out Departure report” by room number. 每天中午12：30后，按房号顺序打印当天预计离店客人报表。 Sort due out rooms in following groups: -Rooms without departure time -Rooms with departure time -VIP rooms 根据以下顺序整理离店房间： · 无离店时间房间 · 有离店时间房间 · 贵宾房间。 Check remark to see if there are any instruction regarding check out time. 检查备注确认是否有任何关于离店时间的要求。 1. Call guest rooms which have no departure time，except to VIP rooms or other entitled late check out programmer. 除贵宾和根据推销计划授权可延迟离店的房间外，给其他客人打电话询问离店时间。 Do not call those rooms has departure time like, “13:31”, “15:16”, TBA/00:01”. It means, somebody at the Front Desk already called the guest and confirmed the departure time. Ready for chasing due out. 为确认当天离店房间做准备。 Avoid disturb guest by repeat ask guests for departure time. 避免重复询问客人离店时间。 Get accurate information from guest. 从客人处得到准确信息。 Keep information in computer. 在电脑中保留信息。 PREPARED BY : MICHAEL ZHENG 起草人 APPROVED BY : MR RAY ZHOU 批准人 POSITION:FOM 职位： SIGNATURE/DATE 签字/日期: POSITON: GM 职位 SIGNATURE/DATE 签字/日期: DEPARTMENT : Front Desk 部门 ：前厅部 JOB TITLE : Guest Service Associate 职称 ：前台职员 TASK NO : FD 14 号码 : TASK : Handling expected check out 工作职责 : 处理预计离店客人 (2 of 3) EQUIPMENT REQUIRED : Opera Workstation 所需设备 ：工作台 WHAT TO DO 工作程序 HOW TO DO 操作明细 WHY 工作目的 不要给离店时间上注明，15:01;17:16的客人打电话，因为它表明前台员工已与客人确认过离店时间。 2. Call guest rooms which are still occupied and expected to check out today. By saying, Mr./Mrs. XX, This is Scott, calling from the Front Desk, our record shows you check out today, May I reconfirm your departure time?” Would you like the bell man to help you with your luggage?” Would you prefer I make limousine Service booking for you to the airport?” 打电话给今天预计离店的客人。 “ XX先生，我是前台的Scott, 根据我们的记录您今天退房，我可以和您确认您的退房时间吗？“ “ 您需要行李员为您下行李吗？“ “ 您需要我为您订车去机场吗？ Be courtesy. 礼貌。 PREPARED BY : MICHAEL ZHENG 起草人 APPROVED BY : MR RAY ZHOU 批准人 POSITION:FOM 职位： SIGNATURE/DATE 签字/日期: POSITON: GM 职位 SIGNATURE/DATE 签字/日期: DEPARTMENT : Front Desk 部门 ：前厅部 JOB TITLE : Guest Service Associate 职称 ：前台职员 TASK NO : FD 14 号码 : TASK : Handling expected check out 工作职责 : 处理预计离店客人 (3 of 3) EQUIPMENT REQUIRED : Opera Workstation 所需设备 ：工作台 WHAT TO DO 工作程序 HOW TO DO 操作明细 WHY 工作目的 Decide complimentary late check out time. 决定免费延迟离店时间。 Input departure confirming message 确认离店时间留言 Input updated departure time into computer. Like,“14:31”, “15:16” . GSA-reception has right to decide late check out till 3pm in low occupancy (below 65%). Refer to GSTL-front desk for late check out after 3pm GSM decide some late check out on only full situation 将确定的离店时间按标准格式输入电脑，例如，14:31,15:16. 前台员工有权在出租率不高的情况下(在65%以下)给予客人延迟离店时间至15:00, 15:00之后可请示领班。 值班经理在出租率高时决定延迟退房时间。 Regarding rooms which can not be confirmed about the departure time by telephone, input standard format message into computer to inform guest regarding the confirmation of departure date and time. Mr./.Mrs. XX, Please contact the Service Center at Ext. 3 regarding your departure date and time. Thank you and have a nice day.” 客人不在房间的情况下，可留标准确认离店时间留言给客人。 “ XX先生， 请致电服务中心分机3确认您的离店日期和时间 。“ Keep the record standard. 保持纪录的标准。 PREPARED BY : MICHAEL ZHENG 起草人 APPROVED BY : MR RAY ZHOU 批准人 POSITION:FOM 职位： SIGNATURE/DATE 签字/日期: POSITON: GM 职位 SIGNATURE/DATE 签字/日期: DEPARTMENT : Front Desk 部门 ：前厅部 JOB TITLE : Guest Service Associate 职称 : 前台职员 TASK NO : FD 15 号码 : TASK :Handling guest enquiries and introducing facilities 工作职责 : 处理客人查询并介绍店内设施 (1 of 2) EQUIPMENT REQUIRED : Opera Workstation 所需设备 ：工作台 WHAT TO DO 工作程序 HOW TO DO 操作明细 WHY 工作目的 Product knowledge 业务知识 Follow up 落实 Know the number of outlets. Be aware of the operational hours. Be aware of all other facilities that are available. -Knowledge of types of rooms and their rates. -Never assume, should be sure (Do not say “maybe, I think”) By saying, Business center is on the 2nd floor.” Safe is available in your room.” 熟知餐厅及设施；营业时间； 饭店内其他服务项目和设施。 掌握房间类型及房价。 永远不要猜想，要确认。 If you do not know something, By saying, Mr./Mrs. XX, I will check it and get back to you within 5 minutes.” Check with concierge or other department colleagues, Or check other ways to get information e.g. City information telephone center, map, tour guide menu. 对于不确定信息的问询，告知客人你将尽快查实并将信息反馈。 与相关部门查实后马上反馈客人。 To sell the hotel and ready to serve guest to show care about hotel benefit and sincerity to guest. Be knowledgeable. 推销饭店各项服务项目。 提供准确的信息。 Provide accurate information to provide precise service. 提供准确有效的信息。 Use team work of XXX Hotel spirit to serve guest. 发挥团队精神服务客人。 Guest will appreciate; we will have answers or provide alternatives for guest enquiries. 对于客人的询问我们将有答复或提供选择的余地，使客人满意。 PREPARED BY : MICHAEL ZHENG 起草人 APPROVED BY : MR RAY ZHOU 批准人 POSITION: FOM 职位： SIGNATURE/DATE 签字/日期: POSITON: GM 职位 SIGNATURE/DATE 签字/日期: DEPARTMENT : Front Desk 部门 ：前厅部 JOB TITLE : Guest Service Associate 职称 ：前台职员 TASK NO : FD 15 号码 : TASK : Handling guest enquiries and introducing facilities 工作职责: 处理客人查询并介绍店内设施 （2 of 2） EQUIPMENT REQUIRED : Opera Workstation 所需设备 ：工作台 WHAT TO DO 工作程序 HOW TO DO 操作明细 WHY 工作目的 Any extra information 其他额外信息 Any information offered by the guest or by a staff from other department can be valuable. Fully use the information from the guest preference Pad, key in all concerned information to guest remarks” of guest profile in Opera system. 任何客人或其他部门员工提供的客人信息都是有价值的。 很好的利用客人喜好调查表 ° 将相关的信息输入系统的客史 档案中。 To anticipate and meet the guest need. 预见满足客人需求。 PREPARED BY : MICHAEL ZHENG 起草人 APPROVED BY : MR RAY ZHOU 批准人 POSITION:FOM 职位： SIGNATURE/DATE 签字/日期: POSITON: GM 职位 SIGNATURE/DATE 签字/日期: DEPARTMENT : Front Desk 部门 :前厅部 JOB TITLE: Guest Service Associate 职称 ：前台职员 TASK NO : FD 16 号码 : TASK : Handling In-House amenity (page 1 of 2) 工作职责 : 处理客人欢迎品 EQUIPMENT REQUIRED : Opera Workstation 所需设备 ：工作台 WHAT TO DO 工作程序 HOW TO DO 操作明细 WHY 工作目的 Analyze the arrival report and guest amenity summary report generated by Opera. 分析由Opera打印出来的抵达报告和客人欢迎品报告。 Check guest history(remarks in guest profile) for any special needs. 检查客人历史 (客人个人资料备注栏)，以查是否有特殊需要。 Report issue 报表分发 Raise the amenities requisition form for same day booking. 填好当天预定的欢迎品 申请表 食品经营许可证新办申请表下载调动申请表下载出差申请表下载就业申请表下载数据下载申请表 。 Go through each reservation and highlight the special requests or amenities. 通览每一个预定，在特殊要求处做出突出标记。 View the remarks in the guest profile to look for any special needs or requests during the guest’s previous stay. 查看客人的个人资料，查找在客人以前居住期间是否有特殊的需要或要求。 First issue: To complete blocking early arrival and VIP rooms, the amenities report should be passed to room service before 09:30 第一次分发报表，在每天09：30之前将所有的早到客人和贵宾的房间安排好后。 Second issue: To complete blocking most of arrival rooms, the amenities report should be issued to room service before 12:00. 第二次分发报表，在每天12：00前，将大部分抵达的客人房间安排好后。 For the same day booking, fill in the details such as name, day of arrival, expected time of arrival, requests, room number which has been blocked. Pass this report to room service To ensure that all requests are attended to and that nothing is missed. 确保所有的要求都被得到注意， 并无一遗漏。 To provide efficient service for the guest as well as to ensure that mistakes are not repeated. 为客人提供高效率的服务，并确保不重复出错。 To ensure consistency in our service and all amenities are sent promptly. To show guest we take note of his preference. To give room service enough time to prepare and deliver the amenities. 保证我们服务的持续性和确保所有的欢迎品及时送达。 使客人感受到我们关注他们的喜好 给送餐部足够的时间准备和递送欢迎品。 Complete details are important as it will help the respective department to prepare for the special request. 详细填写各项是很重要的，因为这将有助于各个部门为客人的特殊要求做准备。 PREPARED BY : MICHAEL ZHENG 起草人 APPROVED BY : MR RAY ZHOU 批准人 POSITION: FOM 职位： SIGNATURE/DATE 签字/日期: POSITON: GM 职位 SIGNATURE/DATE 签字/日期: DEPARTMENT: Front Desk 部门 ：前厅部 JOB TITLE: Guest Service Associate 职称 ：前台职员 TASK NO : FD 16 号码 : TASK : Handling In-House amenity (page 2of 2) 工作职责 : 处理客人欢迎品 EQUIPMENT REQUIRED: Opera Workstation 所需设备 :工作台 WHAT TO DO 工作程序 HOW TO DO 操作明细 WHY 工作目的 To meet guest any additional requirement. 满足客人的其他需求。 Ensure that the requested amenities have been placed in the room prior to guest arrival. 确保各项要求的欢迎品在客人到达之前送到房间。 对于当天的预定，将详细的内容，例如：客人姓名，抵达日期，预计抵达时间，要求，预留的房号等。将报告交给送餐部。 Confirm with concerned department regarding some special set up amenity. 与其他相关部门确认客人的其他需求得到满足。 Telephone the respective departments to ensure that the item requested have been sent to the room. 与各个部门通电话以确保所要求的各项均送到房间内。 For VIP guest, GRO must go to the respective room and physically check to ensure that the requested amenities have been placed in the room prior to guest arrival. 亲自去VIP房间检查，确保在客人到达之前将欢迎品在房间安排好。 To double check again so that nothing is omitted. We will be consistent in our delivery of service. 再次检查以免有所疏漏。 对客服务要保持一致。 PREPARED BY : MICHAEL ZHENG 起草人 APPROVED BY : MR RAY ZHOU 批准人 POSITION: FOM 职位： SIGNATURE/DATE 签字/日期: POSITON: GM 职位 SIGNATURE/DATE 签字/日期: DEPARTMENT : Front Desk 部门 ：前厅部 JOB TITLE : Guest Service Associate 职称 ：前台职员 TASK NO : FD 17 号码 : TASK : Handling late check-out requests (1 of 2) 工作职责 : 处理延迟退房的要求 EQUIPMENT REQUIRED : Opera Workstation 所需设备 ：工作台 WHAT TO DO 工作程序 HOW TO DO 操作明细 WHY 工作目的 Receive late check-out request from guest. 从客人处收到延迟退房的要求。 Ask the guest name and room number，advise guest of usual check-out time. 确认客人房号和姓名，告知客人正常退房时间。 Check with computer if room is blocked for today’s arrival. 与计算机核查该房是否为今天抵达的客人预留。 If room is not blocked and occupancy is low, grant late check-out until 15:00. (If in doubt, consult supervisor.) 如果该房未预留，在出租率不高的情况下，则最迟可推迟退房至15:00.(如有疑惑，咨询主管) Late check-out request till 18:00, explain to guest the half day charge. 如客人要求推迟退房至18:00,向客人解释要收半天的房费。 Late check-out after 18:00 will incur a full day charge. 推迟退房至18:00以后将按一整天收费。 Late check-out request during high ccupancy refert to SM. 在出租率高的情况下，推迟退房的要求要向服务经理汇报。 So guest is aware of the usual check-out time. 以便客人知道通常的退房时间。 To ensure that room is available. 以确保房间是可用的。 PREPARED BY : MICHAEL ZHENG 起草人 APPROVED BY : MR RAY ZHOU 批准人 POSITION:FOM 职位： SIGNATURE/DATE 签字/日期: POSITON: GM 职位 SIGNATURE/DATE 签字/日期: DEPARTMENT : Front Desk 部门 ：前厅部 JOB TITLE : Guest Service Associate 职称 ：前台职员 TASK NO : FD 17 号码 : TASK : Handling late check-out requests (2 of 2) 工作职责 : 处理延迟退房的要求 EQUIPMENT REQUIRED : Opear Workstation 所需设备 ：工作台 WHAT TO DO 工作程序 HOW TO DO 操作明细 WHY 工作目的 Upon confirming late check-out time, update in the Opera system in departure time like 15:01 or 16:31. 确定延迟离店时间后，在系统中离店时间处注明15:01或16:31. If late check-out is chargeble, put remarks in instruction field of reservation screen to remind cashier to charge to guest upon check-out – charge half day for LCO till 18:00. 如果确认收费，在预定屏幕输入备注” 收半天房费，延迟退房至18:00。 PREPARED BY : MICHAEL ZHENG 起草人 APPROVED BY : MR RAY ZHOU 批准人 POSITION:FOM 职位： SIGNATURE/DATE 签字/日期: POSITON: GM 职位 SIGNATURE/DATE 签字/日期: DEPARTMENT : Front Desk 部门 ：前厅部 JOB TITLE : Guest Service Associate 职称 ：前台职员 TASK NO : FD 18 号码 : TASK : Handling message 工作职责 : 处理留言 （1of 2） EQUIPMENT REQUIRED : Opera Workstation 所需设备 ：工作台 WHAT TO DO 工作程序 HOW TO DO 操作明细 WHY 工作目的 When guest is in front of you 当客人在你面前时。 Suggest the voice mail. If guest looks puzzles explain how the voice mail works. 建议使用留言机。如果客人看上去不明白，则向客人解释如何使用留言机。 If guest refuse to use the voice mail, present a message sheet with a pen to guest to write down himself or would prefer a text message generated by the computer. 如果客人拒绝使用留言机，与客人核查看他是愿意亲自写留言，还是由员工在系统中直接留言。 For voice mail, pick the phone and call the operator. Inform operator that a guest whould like to leave a voice mail. Hand the handset over to the guest. 使用留言机，拿起电话打给接线生，通知接线生有一位客人要用留言机留言，然后将话筒交给客人 For text message, check with guest if he prefers to write it himself by hand or would prefer a compute printed message. 对于原文留言，与客人核查询问其是否愿意自己用手写还是用计算机打印留言。 Convenient Some guest may not be aware of what a voice mail is and how it works. Be helpful to guest at every time. Respect guest privacy as some messages can be very person 方便一些客人可能不知道什么是留言机和怎样使用它。 Respect guest privacy as some messages can be very personal. 尊重客人的隐私，因为一些留言是很私人的。 PREPARED BY : MICHAEL ZHENG 起草人 APPROVED BY : MR RAY ZHOU 批准人 POSITION:FOM 职位： SIGNATURE/DATE 签字/日期: POSITON: GM 职位 SIGNATURE/DATE 签字/日期: DEPARTMENT : Front Desk 部门 ：前厅部 JOB TITLE : Guest Service Associate 职称 ：前台职员 TASK NO : FD 18 号码 : TASK : Handling message 工作职责 : 处理留言 （2of 2） EQUIPMENT REQUIRED : Opera Workstation 所需设备 ：工作台 WHAT TO DO 工作程序 HOW TO DO 操作明细 WHY 工作目的 Computer printer message. 计算机打印的留言。 Message delivery. 派送留言。 For written messages, present message form, envelope and a pen, pen pointing towards you to the guest. 对于写下来的留言，交给客人留言表，信封和一支笔，笔尖指向自己。 Write the name and room number on the envelope if it is not already written by the guest. 如果客人没有填写完整，在信封上写下客人的姓名，房间号码。 Stamp with date and time. 标上日期和时间。 Computer printer message: -Listen carefully -Write the message down on a piece of paper -Repeat the details -Create into the computer. 计算机打印留言： 认真细听；在一张纸上写下留言；重复细节；输入进电脑。 Hand over to service centre to print and concierge runner for delivering to the room. 交由服务中心打印并由礼宾部派送留言去房间。 To provide guest with all materials. 提供给客人所有的所需用具。 PREPARED BY : MICHAEL ZHENG 起草人 APPROVED BY : MR RAY ZHOU 批准人 POSITION:FOM 职位： SIGNATURE/DATE 签字/日期: POSITON: GM 职位 SIGNATURE/DATE 签字/日期: DEPARTMENT : Front Desk 部门 ：前厅部 JOB TITLE : Guest Service Associate 职称 ：前台职员 TASK NO : FD 19 号码 TASK : Handle guest complaints 处理客人投诉(page 1 of 4) EQUIPMENT REQUIRED: WHAT TO DO HOW TO DO WHY If there is a problem, we MUST recover, corrective action should be taken IMMEDIATELY, preferably before the guest has a chance ot leave the property. 问题发生，必须立即处理。及时的采取措施，可避免客人流失 PERCEPTION IS REALITY 感觉就是事实 LISTEN to the complaint all the way thoroughly 仔细聆听 APOLOGIZE 道歉 Stop whatever you are doing and face the guest. 停下手中的工作马上面对客人 Keep an eye contact with guest，separate guest with other customer. If the situation is very serious – out of control, inform manager on duty immediately for help. 保持目光接触，最好将客人安置在独立空间，如果事态无法控制，及时通经理 YOU are responsible for customer loyalty, take complaint seriously but NOT personally Do not interrupt, fully listening to the guest. Do not try to interrupt them and refrain from an explanation or pointing out facts. Take note during the complaint. 不要打断客人，不要试图解释，耐心听完客人讲述，并作必要记录 Listen to Facts 倾听事实 Listen to Feelings 倾听感受 “ I can understand how frustrating it can be ” or “ I would feel upset too if it happened to me.” Apology is not admitting the mistake, it’s showing care and concern. 道歉不是盲目承认错误，而是要表示我们对客人的关心和关注 If the complaint has factual base, explain and clarify the situation. Avoid making up stories to Cover the situation. 不要试图找借口掩盖事实 Taking care of complaints promptly precludes the necessity of guests writing letter s to the hotel and if the problem is resolved quickly, 95% of the unhappy customers will return. 谨慎处理好客人投诉，避免事情恶化。95%的客人会回头。 We need to create the positive Perception of we care 我们要对客人“关怀备至”使客人产生一种无比愉悦的感觉 Patience enables us to fine out what the matter really is. 耐心能够使我们找到问题的关键所在 When a guest is very angry, very upset. We need to calm the customers and ourselves Be emphthetic 当客人十分生气和失望时，我们需要倾听客人感受， 表示理解 Patience enables us to fine out what the matter really is. 耐心能够使我们找到问题的关键所在 Helps to calm the angry guest, show him/her that we are concern with the problem and let him/her know we areon his side 帮助客人是他/她平静, 表示我们的关心和关注。 PREPARED BY: MICHAEL ZHENG 起草人 APPROVED BY: MR RAY ZHOU 批准人 POSITION:FOM 职位： SIGNATURE/DATE 签字/日期: POSITON: GM 职位 SIGNATURE/DATE 签字/日期: DEPARTMENT : Front Desk 部门 ：前厅部 JOB TITLE : Guest Service Associate 职称 ：前台职员 TASK NO : FD 19 号码 TASK : How to handle guest complaints 处理客人投诉(page 2 of 4) EQUIPMENT REQUIRED: WHAT TO DO HOW TO DO WHY FIX THE PROBLEM 解决问题 a) Sense of Urgency 紧迫感 b) One-Stop-Shop 一步到位 c) Gain Cibfudebe abd Trust 赢的客人的信心和信任 Act immediately. 立即采取行动 Please wait a minute, I will get back to you immediately 请稍候，我马上回来。 Let me caome back to you immediately on how we can solve the problem for you 我会马上告诉您我们的处理 方案 气瓶 现场处置方案 .pdf气瓶 现场处置方案 .doc见习基地管理方案.doc关于群访事件的化解方案建筑工地扬尘治理专项方案下载 。 To avoid: · Continue with your own work · Don't act immediately · Slow movement · Impatient It is important that the guest actually sees you trying to solve their problem. 让客人感到你立即采取行动解决问题非常关键 Positive perception that we really care 使客人感觉到我们真正关心他 When sth is wroing, guest wants it to be fixed immediately 当出现问题时客人当然希望能够马上得到解决 PREPARED BY: MICHAEL ZHENG 起草人 APPROVED BY: MR RAY ZHOU 批准人 POSITION:FOM 职位： SIGNATURE/DATE 签字/日期: POSITON: GM 职位 SIGNATURE/DATE 签字/日期: DEPARTMENT: Front Desk 部门 ：前厅部 JOB TITLE: Guest Service Associate 职称 ：前台职员 TASK NO: FD19 号码： TASK: How to handle guest complaints 处理客人投诉(page 3of 4) EQUIPMENT REQUIRED: WHAT TO DO HOW TO DO WHY DELIGHT The Extra Mile 让客人愉悦 FOLLOW-UP 跟 进 Sometimes, the complaint handling can not be done immediately, Document the facts and then give it to the concerned departments for handling. Do the follow up with the department concerned. Get back to the guest. 有时不能马上解决投诉，准备相应的材料给相关部门处理，跟进投诉的解决情况，告知客人投诉解决的进程和结果。 By using your good judgment, offer options and choices. Do not promise what you can not do. 提供解决问题的方案，不要承诺不可能完成的事情 Thank you, Mr. Tan for bringing this problem to our attention and please accept our sincere apologies for all inconvenience caused to you.” If necessary, prepare apologize letter & amenities for the guest for recovery/compensation. 感谢客人将问题提出，并对对客人造成的不便表示歉意。 如果必要，准备道歉信或送水果等物品表示歉意 Nothing cools down an anger or disappointed guest more than an immediate response to a problem. 立即行动是使客人平静的最好方法 Willing to provide the better service to the guest in the future. 表示在今后提供更好的服务 PREPARED BY: MICHAEL ZHENG 起草人 APPROVED BY: MR RAY ZHOU 批准人 POSITION:FOM 职位： SIGNATURE/DATE 签字/日期: POSITON: GM 职位 SIGNATURE/DATE 签字/日期: DEPARTMENT: Front Desk 部门 ：前厅部 JOB TITLE: Guest Service Associate 职称 ：前台职员 TASK NO: FD 19 号码： TASK: How to handle guest complaints 处理客人投诉 (page 4 of 4) EQUIPMENT REQUIRED: WHAT TO DO HOW TO DO WHY 9.Make sure the guest is satisfaction. 确保客人满意处理结果 SM-FO will record the complaint and the corrective action taken. Note: All complaint letters, received by a department, must be forwarded to the General Manaer Office immediately. A reply will be sent within 48 hours of receipt. 所有书面投诉应立即转交行政办， 48小时内将被回复 Contact the guest to see if the problem was satisfactorily solved at the conclusion of the hotel efforts, be sure that the situation ends on a positive note. 与客人联系确认客人满意我们的处理结果 Record the information in guest history for future stay. 输入客史资料 A copy will be sent ot the GM and Excom on the same day through Service Manager Logbook by Lotus Notes. 在交班本上写明投诉经过和处理结果 . Satisfied guest will become loyal to the guest. 满意的客人会成为我们的常客 PREPARED BY: MICHAEL ZHENG 起草人 APPROVED BY: MR RAY ZHOU 批准人 POSITION:FOM 职位： SIGNATURE/DATE 签字/日期: POSITON: GM 职位 SIGNATURE/DATE 签字/日期: DEPARTMENT : Front Desk 部门 ：前厅部 JOB TITLE : Guest Service Associate 职称 ：前台职员 TASK NO : FD 20 号码 : TASK : Handling of guest compliments 工作职责 : 处理客人致意 EQUIPMENT REQUIRED : Opera Workstation 所需设备 ：工作台 WHAT TO DO 工作程序 HOW TO DO 操作明细 WHY 工作目的 Guest approach the Front Desk counter and give the compliments comments. 客人表达致意。 Thank the guest. 感谢客人 Offer guest the Guest Comment Form. 提供给客人建议卡。 Collect the Guest Comment Form 收集客人建议卡 Stay calm with actively listen. 耐心倾听。 Accepts the compliments positively, smile. By saying, Thank you very much, Mr./Mrs. XX, we are glad that you enjoyed your stay with us.” 接受致意 ， 微笑的说 ：“ 谢谢您， XX先生 ， 我很高兴您喜爱与我们共处的时光。“ If guest ask the comment form, use both hands to present comment form and offer a pen with pen pointing towards you. 如果客人要求建议卡，用双手递给客人，并同时提供给客人一支笔，笔尖指向自己。 Introduce the Customer Delight Program to the guest and suggest him to fill in the form. 介绍 “ 令客人喜出望外计划 “ 并建议客人填写。 Collect the Form and give it to GM. 将所有客人建议卡交给总经理。 Show our humility. 表示我们的谦恭。 Let the guest know that you appreciate his comments. 让客人了解你很重视和感激他的评论。 Important feedback on areas that need improvement, to enhance our service in future. Show our sincerity by enhancing service. 客人的重要建议可以反应出哪些地方需要改进，以进一步提高我们的服务。 For distributing to the relevant department. 以便转交给相应部门。 PREPARED BY : MICHAEL ZHENG 起草人 APPROVED BY : MR RAY ZHOU 批准人 POSITION: FOM 职位： SIGNATURE/DATE 签字/日期: POSITON: GM 职位 SIGNATURE/DATE 签字/日期: DEPARTMENT : Front Desk 部门 ：前厅部 JOB TITLE : Guest Service Associate 职称 ：前台职员 TASK NO : FD 21 号码 : TASK : Handling wake-up calls requests 工作职责 : 处理叫醒电话的要求 (1 of 2) EQUIPMENT REQUIRED : Opear Workstation 所需设备 ：工作台 WHAT TO DO 工作程序 HOW TO DO 操作明细 WHY 工作目的 Verify both room number and guest name. 证实房间号码和客人姓名。 Write down details 写下细节 Restate details 重述细节。 Record 记录。 Always check one information against the other information. e.g. If guest calls you and asks for a wake-up call for room number 804. Check with the computer by keying in the room number and verify guest name. 根据一个信息核查另一个信息例如，如果客人打电话给你并要求为804房间提供叫醒电话服务，输入房间号码与电脑核查并证实客人姓名。 Take a piece of paper and write down the exact details. e. g. date, time, room no. guest name. 拿一张纸记下确切的细节，例如，日期，时间。 Reconfirm with guest both time and date. By saying : “ Mr.XX, you would like to have your wake-up call tomorrow at 06:30AM, is that right?” 与客人再次确认时间和日期，” Write down all details in the morning call record form with the following information below: Date; guest name; room no. wake-up time; staff signature. 将所有细节记录在叫醒记录本上，诸如以下细节：记录日期，姓名，房号，时间并签字 To ensure that the right guest receives the wake-up call. 以确保正确的客人接到叫醒电话。 During busy periods, relying completely on memory may not be feasible. 在繁忙阶段，完全依靠记忆是不可行的。 To check if all facts are right. 以核查是否所有的信息都是正确的。 PREPARED BY : MICHAEL ZHENG 起草人 APPROVED BY : Mr. MR RAY ZHOU 批准人 POSITION:FOM 职位： SIGNATURE/DATE 签字/日期: POSITON: GM 职位 SIGNATURE/DATE 签字/日期: DEPARTMENT : Front Desk 部门 ：前厅部 JOB TITLE : Guest Service Associate 职称 ：前台职员 TASK NO : FD 21 号码 : TASK : Handling wake-up calls requests 工作职责 : 处理叫醒电话的要求 (2 of 2) EQUIPMENT REQUIRED : Opear Workstation 所需设备 ：工作台 WHAT TO DO 工作程序 HOW TO DO 操作明细 WHY 工作目的 Verification 核实。 To call operator. 给接线生打电话 Send the copy of morning call form to operator. 将一份叫早记录表的复印件给总机。 File morning call form. 叫早记录表归档。 Inform operator wake-up call request and time. 通知总机具体内容 Call operator immediately and inform operator the details clearly. 立即给接线生打电话，清楚地通知接线生详细内容。 Ask operator to repeat the details. 让接线生重复细节 Thank the operator and inquire name of the operator and make record 感谢接线生，询问接线生姓名并记录。 Night shift front desk staff makes one copy of morning call form and ask concierge staff to send to operator. 夜班前台员工将一份叫早记录表的复印件在夜审之前由礼宾部员工交给给总机，再次核查 Front desk and operator night shift file the morning call form. The morning call form kept by Front Desk should have the signature of operator staff who received the form. 前台和总机员工将叫早记录表归档。 前台存档的叫早记录表必须有接收的总机员工的签名。 Delaying to call operator might lead to forgetting the task. 延迟给接线生打电话可能会导致忘记任务。 To ensure that operator has heard you correctly. 以确保接线生从你处听到的内容正确。 A sense of responsibility. 一种责任感。 In case there is misunderstanding through phone. 以防通过电话表达不清，产生误解。 In order to check in the future. 备以后查询。 PREPARED BY : MICHAEL ZHENG 起草人 APPROVED BY : MR RAY ZHOU 批准人 POSITION:FOM 职位： SIGNATURE/DATE 签字/日期: POSITON: GM 职位 SIGNATURE/DATE 签字/日期: DEPARTMENT : Front Desk 部门 ：前厅部 JOB TITLE : Guest Service Associate 职称 ：前台职员 TASK NO : FD 22 号码 : TASK : Key Authorization 工作职责 : 钥匙的授权 (1 of 4 ) EQUIPMENT REQUIRED : Opera Workstation 所需设备 ：工作台 WHAT TO DO 工作程序 HOW TO DO 操作明细 WHY 工作目的 In house guest leave key to visitor Check guest ‘ s name and room number 住店客人留钥匙给来访者，确认客人姓名和房号。 Fill in the key authorization form 填写钥匙授权书。 If in house guest approaches the guest service counter to claim key authorization service, politely inquire guest’s name and room number and double check in the computer. Raise the key authorization form. 住店客人留钥匙给来访者，在系统中确认客人姓名和房号。 并要求填写钥匙授权书。 The key authorization form is following SLIM standard. Note: If guest called from the floor, request room key to open the door. GSA should confirm guest identity either by asking passport or ID card or confirm guest date of birth. If the guest is long stay, every time walk in and out, do not ask the guest to sign the form, make extra key and immediately open the door. Politely ask the guest to sign the form. Check the signature is the same with registration card, then open door for the guest. Note: If you know the guest, you should not stick on guest signature, immediately open the door for guest. 如果客人在楼层要求要钥匙，通过看证件确认客人身份或确认生日。 如果是常住客人，先替客人打开门，再要求客人签字以核对身份。 如果你认识客人，不要坚持客人签字确认，马上给客人重新做钥匙。 Ensure the guest is a hotel guest and room number is correct. 确保客人是住店客人。 Customer security, SLIM standard. 为了保障客人安全。 Recognition program and flexible service. 认知和灵活的服务。 PREPARED BY : MICHAEL ZHENG 起草人 APPROVED BY : MR RAY ZHOU 批准人 POSITION: FOM 职位： SIGNATURE/DATE 签字/日期: POSITON: GM 职位 SIGNATURE/DATE 签字/日期: DEPARTMENT : Front Desk 部门 ：前厅部 JOB TITLE : Guest Service Associate 职称 ：前台职员 TASK NO : FD 22 号码 : TASK : Key Authorization 工作职责 : 钥匙的授权 (2 of 4 ) EQUIPMENT REQUIRED : Opera Workstation 所需设备 ：工作台 WHAT TO DO 工作程序 HOW TO DO 操作明细 WHY 工作目的 Explain the declaration to guest. 解释条款 Invite guest signature 客人签字 Leave a location 方位确认 Keep key authorization form 保存钥匙授权书 Issue the room key 发放钥匙 Use closed palm to point out the declaration clause on the authorization form to the in house guest and politely explain to the guest that Hotel will not be responsible for any losses and damage caused by key authorization. By saying: Mr. XX, we will careful check your friend’s ID, to ensure we pass the key to the right person.” 解释钥匙授权书条款给客人，并声明酒店将不承担由钥匙授权带来的损失。 After confirm guest fully understanding the form, invite guest sign for authorization. 客人在钥匙授权书上签字。 Leave a location for the in house guest if guest will. 如果住店客人同意，留下客人方位。 Keep the key authorization form at information rack or designated place. 将钥匙授权书放在指定位置 When the designated key receiver approaches the guest service counter, check key receiver’s ID card or passport and copy ID card attach with authorization form. 当指定人取钥匙时，检查证件并复印附在钥匙授权书后。 Clarify the responsibility. Care about hotel’s benefit in order to avoid future unnecessary benefit. 澄清责任，避免纠纷。 Get guest written approval. 得到客人书面同意。 For key receiver’s further contact. Anticipate guest’s request. 为取钥匙人联络方便/ Easy for checking. Ensure the key will be given to the right designated person, care about both in house guest’s security and hotel security. 安全考虑。 PREPARED BY : MICHAEL ZHENG 起草人 APPROVED BY : MR RAY ZHOU 批准人 POSITION: FOM 职位： SIGNATURE/DATE 签字/日期: POSITON: GM 职位 SIGNATURE/DATE 签字/日期: DEPARTMENT : Front Desk 部门 ：前厅部 JOB TITLE : Guest Service Associate 职称 ：前台职员 TASK NO : FD 22 号码 : TASK : Key Authorization 工作职责 : 钥匙的授权 (3 of 4) EQUIPMENT REQUIRED : Opera Workstation 所需设备 ：工作台 WHAT TO DO 工作程序 HOW TO DO 操作明细 WHY 工作目的 File key authorization form 归档 Guest request room key 客人要求房间钥匙 Check computer 核查电脑 Politely invited the key receiver to sign on the key authorization form By saying: “ Mr. Xx, could you sign it on the form, please?” 要求取钥匙人在授权书上签字。 GSA who issues the room key signs on the key authorization form. File key authorization form by date. 发放钥匙员工在授权书上签字并根据日期归档。 If guest claim for room key at front desk, politely request guest to show passport or ID card or confirm guest date of birth. By saying: “ Only for security reason could I have your passort or ID card ?” If possible, ask guest signature to compare the signature with registration card , if it is correct, then issue the key. If you know the guest, do not ask for signature. 客人在前台要求钥匙，查看证件或询问生日确认身份。 如可以，要求客人签字用以和登记卡核对。 Upon receiving guest ID card, passport, verity guest name in computer and room number. 根据证件核查电脑是否一致。 For future tracing 备查。 Verify guest identify. 确认身份。 Respect the guest. 尊重客人。 Ensure right room key is given to right guest. 确保发放给正确的客人。 PREPARED BY : MICHAEL ZHENG 起草人 APPROVED BY : MR RAY ZHOU 批准人 POSITION: FOM 职位： SIGNATURE/DATE 签字/日期: POSITION: FOM 职位： SIGNATURE/DATE 签字/日期: DEPARTMENT : Front Desk 部门 ：前厅部 JOB TITLE : Guest Service Associate 职称 ：前台职员 TASK NO : FD 22 号码 : TASK : Key Authorization 工作职责 : 钥匙的授权 (4 of 4) EQUIPMENT REQUIRED : Opera Workstation 所需设备 ：工作台 WHAT TO DO 工作程序 HOW TO DO 操作明细 WHY 工作目的 a. If guest was registered the corresponding room 如果客人为正确的登记人 b. If guest is not registered the corresponding room. 如果客人不是正确登记人 Given out room key, after confirm that guest is registered at the room by above method, politely give out room keys and thank for guest waiting by saying: “ Mr. XX, here is your room key, thank you for your waiting.” 确认身份后，发放钥匙。 1. Use the guest name to check in computer to see guest if guest remember a wrong number, if find the right room number and by checking the right signature with the registration card. Give out guest correct room number. 通过系统核查是否客人记错房号，通过姓名检查正确房号，确认身份后，发放钥匙。 2.If guest name is not in computer, politely inform guest that room key can not be given by saying: “ I’ m sorry, Mr. XX, the name registered in computer is not same as yours. I have difficulty to issue key to you.” 客人姓名无法在系统中找到，礼貌的告知客人钥匙无法发放 Express our sincerely and courtesy service. 表达我们真诚礼貌的服务。 Try our best to do more for guest. 尽力多为客人着想 Care on in house guest security and safety. 保证客人的安全。 PREPARED BY : MICHAEL ZHENG 起草人 APPROVED BY : MR RAY ZHOU 批准人 POSITION: FOM 职位： SIGNATURE/DATE 签字/日期: POSITION: FOM 职位： SIGNATURE/DATE 签字/日期: DEPARTMENT : Front Desk 部门 ：前厅部 JOB TITLE : Guest Service Associate 职称 ：前台职员 TASK NO : FD 23 号码 : TASK : Lost and Found procedure 工作职责 : 失物招领程序 (1 of 3) EQUIPMENT REQUIRED : Opera Workstation 所需设备 ：工作台 WHAT TO DO 工作程序 HOW TO DO 操作明细 WHY 工作目的 Guest requires on lost items. 客人查询有关丢失物品 Record down lost item details. 记录细节。 Check Lost & Found. 查询失物。 Handling items if found. 如果失物找到的处理程序。 Have eye contact with guest. 与客人进行目光接触。 Listen carefully and note down details. 认真听并记下细节。 a. From in-house guest. -Room number -When did the guest lost it -Location of item -Description of the item 住店客人： 房号；丢失的时间；物品的 位置；物品的描述。 b. Check-out guest. -When did the guest c/o -Room number -Location of the item -Description of the item -Guest address, contact number 已离店客人： 退房的时间；房号；丢失的时间；物品的位置；物品的描述。 客人地址和联络电话等。 Call housekeeping check the items, valuable item check with SM. 致电客房部查询失物, 贵重物品查询服务经理。 a. For in-house guest. 住店客人： -Check with the description given by guest before giving the item to the guest in order to confirm the item belongs to the right guest. -Fill up the L&F logbook to get guest signature and copy ID card. Being more careful is a way to show our sincerity to the guest. 认真仔细是我们对客人表示真诚的一种方式。 PREPARED BY : MICHAEL ZHENG 起草人 APPROVED BY : MR RAY ZHOU 批准人 POSITION:FOM 职位： SIGNATURE/DATE 签字/日期: POSITON: GM 职位 SIGNATURE/DATE 签字/日期: DEPARTMENT : Front Desk 部门 ：前厅部 JOB TITLE : Guest Service Associate 职称 ：前台职员 TASK NO : FD 23 号码 : TASK : Lost and Found procedure 工作职责 : 失物招领程序 (2 of 3) EQUIPMENT REQUIRED : Opera Workstation 所需设备 ：工作台 WHAT TO DO 工作程序 HOW TO DO 操作明细 WHY 工作目的 与客人再次确认失物的详细描述，确保物归原主；请客人在失物招领单上签字并复印客人身份证。 b. For outside guest. -If guest will come back to get item personally, take down the case, item description and guest information in logbook. And inform guest service center. 已结帐客人： 如果客人亲自回来取失物，在前台的交班本上记录下此事件，物品的描述，客人的信息。 并通知客房部和服务中心。 -If guest will ask the third party to take, tell guest own written authorization letter is needed which should include: *Guest name/ID or passport No. *Person who is authorized name/ID or passport No. *Guest authorization statement *Guest signature The guest should fax the authorization form to the hotel and the third party need claim the Lost & Found item with ID card. 如果客人让其他人代领，应要求客人亲自写一份授权书，内容包括：客人姓名；证件号码；被授权人的姓名和证件号码；授权细节声明，客人签名。 授权传真提前发至酒店；被授权人应带身份证前往领取失物。 PREPARED BY : MICHAEL ZHENG 起草人 APPROVED BY : MR RAY ZHOU 批准人 POSITION:FOM 职位： SIGNATURE/DATE 签字/日期: POSITON: GM 职位 SIGNATURE/DATE 签字/日期: DEPARTMENT : Front Desk 部门 ：前厅部 JOB TITLE : Guest Service Associate 职称 ：前台职员 TASK NO : FD 23 号码 : TASK : Lost and Found procedure 工作职责 : 失物招领程序 (3 of 3) EQUIPMENT REQUIRED : Opear Workstation 所需设备 ：工作台 WHAT TO DO 工作程序 HOW TO DO 操作明细 WHY 工作目的 Not found items 失物未找到。 Register in the record. 登记备案。 -If guest would like to ask us to mail the item to him/her, confirm with guest that the valuable itme, e.g. cash, credit card, jewelry can be mailed in case losing on the way. the mail fee should be charged to guest. Kindly ask guest fax us, indicate he/she will like to take the charges of mail fee, briefly write the lost item and mail address for our future filing. -Fill up the L&F logbook 如果要求酒店将物品寄回, 首先告知客人贵重物品不可邮寄，以防在途中丢失。 邮寄费应由客人承担。 要求客人发授权邮寄传真给酒店，简单说明对失物的描述，邮寄地址，承担邮费，签名等。 填写失物招领单。 Apologize to the guest and refer to SM-DM to follow up by saying: Sorry, Mr./Mrs. XX, we can not find the item, we will report to SM-DM to follow up and call you back. Thank you for calling.” 向客人道歉并向客人说明，“ 我们会将此事汇报给值班经理继续跟进此事， 一旦找到失物，会立即与您联系。“ Take donw guest details: e.g. name, address, telephone No. 记录客人详细的资料：姓名，地址，电话。 Raise Lost & Found form and fill all details. 填写一份详细的失物招领表。 Being more consider of the guest feelings of lost items. 体会客人丢失物品的感受。 In case L&F item found afterwards. 以备稍后失物被找到。 PREPARED BY : MICHAEL ZHENG 起草人 APPROVED BY : MR RAY ZHOU 批准人 POSITION:FOM 职位： SIGNATURE/DATE 签字/日期: POSITON: GM 职位 SIGNATURE/DATE 签字/日期: DEPARTMENT : Front Desk 部门 ：前厅部 JOB TITLE : Guest Service Associate 职称 ：前台职员 TASK NO : FD 24 号码 : TASK : Loss of safety deposit box key 工作职责 : 保险箱钥匙丢失的处理 （1 of 2） EQUIPMENT REQUIRED : Opera Workstation 所需设备 ：工作台 WHAT TO DO 工作程序 HOW TO DO 操作明细 WHY 工作目的 Confirm with guest if really loss the key. 与客人确认是否丢失保险箱钥匙 Reconfirm all information before drilling the box. 再次确认所有信息。 Notify Service Manager 报告服务经理。 Drill and open box. 钻开并打开保险箱。 Double check with guest whether he has really lost his safe deposit key. By saying: “ Mr.XX, would you like to check your belongings again before we drill open he box as there will be a compensation charge of RMB800.00.” 再次与客人确认是否丢失保险箱钥匙，如果钻开保险箱将收取赔偿费人民币八佰元。 Double check guest signature to ensure he/she is the correct owner of the SDB during the stated period. 确认客人签字是否与记录相同，保证我们打开正确的保险箱。 Inform SM of the key loss and obtain his/her instruction to drill open box. 通知服务经理来安排钻开保险箱事宜。 Call duty engineer and duty security to drill the lock of the safe deposit box in the presence of the guest and SM. 在值班工程师，保安主任，服务经理和客人同时在场的情况下钻开保险箱。 Guest may sometimes misplace the key. 客人也许会忘记放钥匙的地方。 Ensure correct box is drilled. 确认打开正确的保险箱。 To ensure guest witness the process. 确认客人可以看到全过程。 PREPARED BY : MICHAEL ZHENG 起草人 APPROVED BY : MR RAY ZHOU 批准人 POSITION: FOM 职位： SIGNATURE/DATE 签字/日期: POSITON: GM 职位 SIGNATURE/DATE 签字/日期: DEPARTMENT : Front Desk 部门 ：前厅部 JOB TITLE : Guest Service Associate 职称 ：前台职员 TASK NO : FD 24 号码 : TASK : Loss of safety deposit box key 工作职责 : 保险箱钥匙丢失的处理 （2 of 2） EQUIPMENT REQUIRED : Opera Workstation 所需设备 ：工作台 WHAT TO DO 工作程序 HOW TO DO 操作明细 WHY 工作目的 Raise miscellaneous charge voucher. 给出收费单。 New safe deposit box install 安装新的保险箱 Hand box to guest and ask guest to double check his belongings. Issue a new box if necessary and update record accordingly. 将保险箱交给客人，并让客人确认其物品。 重新开启另一保险箱给客人并更新纪录。 Raise miscellaneous charge voucher and request guest’s signature. Post the charge accordingly. 让客人在帐单上签字。将费用输入电脑。 Finance department should be informed above case, new replacement safe deposit box will be installed by Finance department。 通知财务部以上事件，新的保险箱将由财务部决定安装。 To avoid dispute/claims afterwards. 避免事后疑问的争执。 Guest to acknowledge charges. 让客人知道具体收费。 For other in-house guest use in the future. 为了方便其他住店客人使用。 PREPARED BY : MICHAEL ZHENG 起草人 APPROVED BY : MR RAY ZHOU 批准人 POSITION: FOM 职位： SIGNATURE/DATE 签字/日期: POSITON: GM 职位 SIGNATURE/DATE 签字/日期: DEPARTMENT : Front Desk 部门 ：前厅部 JOB TITLE : Guest Service Associate 职称 ：前台职员 TASK NO : FD 25 号码 : TASK : Maintaining Communication Log Book 工作职责 : 使用交班本 EQUIPMENT REQUIRED : Opera Workstation 所需设备 ：工作台 WHAT TO DO 工作程序 HOW TO DO 操作明细 WHY 工作目的 Reading communication 阅读交班本。 Follow up 跟进 Standard location 标准位置。 Acknowledgment 承认。 To read communication logbook first thing when you come on duty. 上班后第一件事，阅读交班本。 Write down things at GSA note that are needed to be done, e.g. to keep eye on foreign currency case or to follow up with a guest complaint case. 使所有需要跟进的事宜都落实，例如：注意外汇兑换或客人投诉等。 Agree to place the communication logbook at a designated location. 统一将交班本放在指定位置。 After reading the communication logbook, initial at the bottom. 阅读完交班本后，在下端签名。 After completing a follow up, indicate that it has been done. By writing the work done. 在完成跟进后，注明已完成，写下所做的工作。 Be aware of some important information or ease which need following up. Ensure consistent service. 获知重要信息既需要跟进的事宜。 So that action can be taken. 以便采取行动。 Convenient and easier access. 方便使用。 Good communication will provide excellent service at first time, every time. 好的沟通是提供良好服务的关键。 Keep communication. 使其他人被告知。 PREPARED BY : MICHAEL ZHENG 起草人 APPROVED BY : MR RAY ZHOU 批准人 POSITION:FOM 职位： SIGNATURE/DATE 签字/日期: POSITON: GM 职位 SIGNATURE/DATE 签字/日期: DEPARTMENT : Front Desk 部门 ：前厅部 JOB TITLE : Guest Service Associate 职称 ：前台职员 TASK NO : FD 26 号码 : TASK : Preparation for guest arrivals 工作职责 : 为客人到达做准备 EQUIPMENT REQUIRED : Opera Workstation 所需设备 ：工作台 WHAT TO DO 工作程序 HOW TO DO 操作明细 WHY 工作目的 Print arrival reports and registration card 打印报表和登记卡 Prepare welcome folders 准备欢迎卡。 Prepare key 准备钥匙 Attach message with registration card. 将给客人的留言或传真附在登记卡后。 Place the welcome folder and R/C 放置 Print the next day arrival report and registration card before night audit. 夜审前，将次日的预抵报表和来宾登记卡打印出来。 Print guest name, arrival date, departure date, room rate and etc on the welcome folder clearly and neatly. Ensure that all inserts are in order. 将所有相关信息干净而整齐的打印在欢迎卡上。确保欢迎卡内的插页整齐有序。 Make the key for VIP, insert to the welcome folder. 为VIP提前准备好钥匙。 Only those messages need to show guest upon check, otherwise, put into the guest room. 只有在入住时需给客人的物品才可附在登记卡后。 Place the R/C and welcome folder in the R/C rack by alphabetical order. 根据字母顺序将登记卡和欢迎卡放在预抵登记卡盒中 To prepare for guest arrival. 为客人到达做准备 To give a positive impression of the hotel as well as to raise the guest self-esteem by preparing a personalized welcome folder. Also to give the guest the necessary information of the hotel facilities and outlets. 为客人准备好的欢迎卡可以使饭店给客人留下深刻的印象，同时也提高客人的自尊感，还应给客人提供必要的有关饭店的内部设施和餐厅信息。 We will ensure our procedures are customer friendly and easy for customer and staff. 我们要确保工作程序既方便于客人又有利于员工。 For easy retrieving when guest C/I. 客人入住时方便取用 PREPARED BY : MICHAEL ZHENG 起草人 APPROVED BY : MR. RAY ZHOU 批准人 POSITION: FOM 职位： SIGNATURE/DATE 签字/日期: POSITON: GM 职位 SIGNATURE/DATE 签字/日期: DEPARTMENT: Front Desk 部门 ：前厅部 JOB TITLE : Guest Service Associate 职称 ：前台职员 TASK NO : FD 27 号码 TASK :Printing arrival report and registration card 工作职责: 打印来宾报告和登记卡 EQUIPMENT REQUIRED:Opera workstation 所需设备 ：工作台 WHAT TO DO 工作程序 HOW TO DO 操作明细 WHY 工作目的 Print Arrival report 打印来宾报告 Print registration card 打印登记卡 Check with arrival report 与来宾报告核对。 Classify the registration card 给登记卡分类。 Choose report in option menu in Opera & print arrival report. 在Opera系统Option中选择report来打印来宾报告。 Choose report in Option menu in Opera & input date, then print the registration card. 在Opera系统中Option中选择Report来打印并键入日期。 Check every registration card with arrival report. 用登记卡与来宾报告核对。 Put registration card in bucket in alphabetical order. 将登记卡按字母顺序放入档里。 Be sure all the registration cards are printed. 确保所有登记卡都打印出来。 Ensure to obtain the registration card timely upon check in. 确保在客人到达时能及时找到登记卡。 We will ensure our procedures are customer friendly and easy for the customer and staff. 要确保我们的服务程序永远是以客人为核心的，且简明易行。 PREPARED BY: MICHAEL ZHENG 起草人 : APPROVED BY: MR RAY ZHOU 批准人 : POSITION: FOM 职位 : SIGNATURE/DATE 签字/日期 : POSITION: GM 职位: SIGNATURE/DATE 签字/日期: DEPARTMENT : Front Desk 部门 ：前厅部 JOB TITLE : Guest Service Associate 职称 ：前台职员 TASK NO : FD 28 号码 : TASK : Registering a walk- in guest 工作职责 : 散客登记 （1of 3） EQUIPMENT REQUIRED : Opera Workstation 所需设备 ：工作台 WHAT TO DO 工作程序 HOW TO DO 操作明细 WHY 工作目的 Greeting guest. 问候客人 Identify and inquire guest name with smile and eye contact. 目视客人并面带微笑获得客人的姓名。 Confirm room type and rate. 确认房态和房价。 Greet guest upon guest approach front desk counter with smile by saying: Nin Hao, welcome to Seagull Hotel, Kunshan, May I help you Sir/Madam。” 在客人走近前台时，微笑问候客人，” 您好，欢迎光临海鸥大厦，我可以帮您吗， XX先生。” Check system make sure guest has no reservation. Meanwhile check the guest history, make sure we follow the guest history information. 立即在电脑中寻找到预订，如果无法找到。依据客史资料做预定。 Confirm room type and rate with guest by circling the rate on R card. Do not speak out to avoid others hearing by saying:” This is your room rate and room No. It is a non-smoking,king size bed room with city view。“ Meanwhile, say something in order to create the good relationship with guest by saying:” Mr.XX, how is your trip? Is this first time to Jinshan? How is the flight?” 示意客人看登记卡确认房间种类，价格。 同时，与客人谈话已建立良好的关系。说：XX先生，您的旅行还顺利吗？这是您第一次来金山吗？ Present our courtesy and kindly service at first time. 表现我们的真诚和礼貌的务。 Clarify guest is wal-in guest or with reservation to avoid no show reservation. 确定客人为无预定，以避免No show发生。 Clearly confirm detail with guest to avoid making guest feel confused. 确认使客人避免误解。 Give guest a home feeling. 使客人有回家的感觉。 PREPARED BY : MICHAEL ZHENG 起草人 APPROVED BY : MR RAY ZHOU 批准人 POSITION: FOM 职位： SIGNATURE/DATE 签字/日期: POSITON: GM 职位 SIGNATURE/DATE 签字/日期: DEPARTMENT : Front Desk 部门 ：前厅部 JOB TITLE : Guest Service Associate 职称 ：前台职员 TASK NO : FD 28 号码 : TASK : Registering a walk- in guest 工作职责 : 散客登记 （2of 3） EQUIPMENT REQUIRED : Opera Workstation 所需设备 ：工作台 WHAT TO DO 工作程序 HOW TO DO 操作明细 WHY 工作目的 Collect certificate and guest name card for registration. 收取证件和名片登记。 Fill in registration card. 填写登记卡。 Complete R card 完成填写登记卡 Confirm and collect the payment. 证实付款方式。 Politely collect guest certificate or passport and name card for registration. Use two hands to receive guest certificate and name card for completely address. 礼貌的收取客人的证件和名片登记。用双手接客人的证件和名片 Clearly, neatly, accurately and efficiency fill in the registration card for guest. If the walk in guest has the detailed profile record, do not ask for business card again. 清楚，整齐，准确和有效的填写登记卡。 如果客人有详细资料，无需要名片。 Every gust needs to be registered. 每个客人必须登记。 Use two hands to offer one pen for guest signature by saying:” May I have your signature here?” 说：“ 请在此签字。“ 并用双手给客人提供笔。 Politely confirm payment with guest according to the reservation by saying: Mr.XX, how would you like to settle your bill?” 根据预定情况询问客人怎样结算他的帐户。 说：XX先生，请问您的付帐方式？” Avoid to let guest wait for too long time. Caring for guest patient. And ensure that all necessary information is reflected for guest history. 避免让客人等候时间过长。 According to the PSB policy. 根据公安局规定。 Advance deposit should be collected to protect hotel benefit. 在入住时需向客人收取押金以保护酒店利益。 PREPARED BY : MICHAEL ZHENG 起草人 APPROVED BY : MR RAY ZHOU 批准人 POSITION:FOM 职位： SIGNATURE/DATE 签字/日期: POSITON: GM 职位 SIGNATURE/DATE 签字/日期: DEPARTMENT : Front Desk 部门 ：前厅部 JOB TITLE : Guest Service Associate 职称 ：前台职员 TASK NO : FD 28 号码 : TASK : Registering a walk- in guest 工作职责 : 散客登记 （3of 3） EQUIPMENT REQUIRED : Opera Workstation 所需设备 ：工作台 WHAT TO DO 工作程序 HOW TO DO 操作明细 WHY 工作目的 Check in guest in computer 立即在电脑中办理入住。 Confirm information with guest and introduce hotel facilities to the guest.. 重复确认预定的细节并向客人介绍酒店设施设备。 Present welcome folder and necessary item to guest. 给客人欢迎卡和钥匙。 Ask if guest need any other assistance. 询问客人是否需要其他帮助。 Complete check in. 完成登记。 Check in guest in computer 立即在电脑中办理入住。 Confirm guest name, room number,arrival date, departure date and room rate with guest. Also introduce breakfast service, health club service and other hotel facilities. 与客人核查房间的类型，居住时间，离店时间和房价。并向客人介绍早餐服务，健康中心服务和其他酒店设施和服务。 Use two hands to present welcome folder. 双手递给客人欢迎卡。 Ask if guest need any other assistance by saying:” Mr.XX, is there anything else I can do for you?” 说：XX先生，您还需要其他帮助吗？” SA wish guest a pleasant stay,by saying:” Wish you enjoy your stay here.”. 说：希望您在此居住愉快。 Avoid forgetting check in guest in computer. 避免忘记在电脑中办理入住。 Care for guest understanding on every detail information. 核查以便客人明白各种信息。 Customers are very important people and we must treat them with respect to build a lasting relationship. 客人是十分重要的人物，我们必须尊重他们，以建立永久的良好关系 PREPARED BY : MICHAEL ZHENG 起草人 APPROVED BY : MR RAY ZHOU 批准人 POSITION:FOM 职位： SIGNATURE/DATE 签字/日期: POSITON: GM 职位 SIGNATURE/DATE 签字/日期: DEPARTMENT : Front Desk 部门 ：前厅部 JOB TITLE : Guest Service Associate 职称 ：前台职员 TASK NO : FD 29 号码 : TASK : Registering guest with confirmed reservation 工作职责 : 为确定的预订房间的客人登记 (1 of 5) EQUIPMENT REQUIRED : Opera Workstation 所需设备 ：工作台 WHAT TO DO 工作程序 HOW TO DO 操作明细 WHY 工作目的 Greeting guest. 问候客人 Identify and inquire guest name with smile and eye contact. 目视客人并面带微笑获得客人的姓名。 Check reservation in computer. 在电脑中查找预定。 Greet guest upon guest approach front desk counter with smile by saying Ni Hao, welcome to Seagull Hotel, Kunshan,, May I help you Sir/Madam。” 在客人走近前台时，微笑问候客人，” 您好，欢迎光临海鸥大厦,XX先生，我可以帮您吗。” If guest has reservation, politely inquire guest name by saying: “May I have your last name, Sir/Madam?” 如果客人有预订，礼貌的询问客人的姓名，XX先生/女士， 我可以知道您的姓吗？” Find out reservation right now in computer, if fail to find out, try other way, e.g.use guest company name or travel agency name to check in computer. By saying: “Mr.XX, May I have your company name or may I know the company which you use to make the booking”. 立即在电脑中找到预订，如果无法找到，可以用其他途径，如：用客人公司或旅行社的名称在电脑中查寻。说：XX先生/女士，我可以知道您的公司名称或您用来订房的公司名称吗。” Present our courtesy and kindly service at first time. 表现我们的真诚和礼貌的务。 Clarify guest is walk in guest or with reservation. So you can check the reservation in computer 确认客人有无预定。这样你可以在电脑中查找预定。 Locate reservation immediately, try to provide efficiency service to guest at first time and every single time. 尽可能快的找到预订，为客人提供快捷的服务。 PREPARED BY : MICHAEL ZHENG 起草人 APPROVED BY : MR RAY ZHOU 批准人 POSITION: FOM 职位： SIGNATURE/DATE 签字/日期: POSITON: GM 职位 SIGNATURE/DATE 签字/日期: DEPARTMENT : Front Desk 部门 ：前厅部 JOB TITLE : Guest Service Associate 职称 ：前台职员 TASK NO : FD 29 号码 : TASK : Registering guest with confirmed reservation 工作职责 : 为确定的预订房间的客人登记 (2 of 5) EQUIPMENT REQUIRED : Opera Workstation 所需设备 ：工作台 WHAT TO DO 工作程序 HOW TO DO 操作明细 WHY 工作目的 Note; Never say to guest: No reservation even if reservation can not be found in computer. Use guest company contract rate and guest preference to check in guest at once. 注意：决不要说没有您的预定，即是无法在电脑是同中找到预定。 用客人公司 合同 劳动合同范本免费下载装修合同范本免费下载租赁合同免费下载房屋买卖合同下载劳务合同范本下载 价格，根据客人的喜好马上安排房间。 Show your respect and courtesy to our guest. 显示我们对客人的礼貌和重。 PREPARED BY : MICHAEL ZHENG 起草人 APPROVED BY : MR RAY ZHOU 批准人 POSITION: FOM 职位： SIGNATURE/DATE 签字/日期: POSITON: GM 职位 SIGNATURE/DATE 签字/日期: DEPARTMENT : Front Desk 部门 ：前厅部 JOB TITLE : Guest Service Associate 职称 ：前台职员 TASK NO : FD 29 号码 : TASK : Registering guest with confirmed reservation 工作职责 : 为确定的预订房间的客人登记 （3 of 5） EQUIPMENT REQUIRED : Opera Workstation 所需设备 ：工作台 WHAT TO DO 工作程序 HOW TO DO 操作明细 WHY 工作目的 Confirm room type with politely manner and smile, eye contact 确认房态种类。 Advise guest from getting R card 告知客人取登记卡 Confirm room type and rate with guest according to reservation by clearly description. By saying:” Mr.XX,you have booked one king size room with two nights stay, is it corret?” 根据预定确认房态种类和房价 X先生/女士，您订的是一张大床的房间，入住两晚？” By saying:” Just one moment, Mr.XX, I am going to get your registration card.” Draw out R card welcome booklet from R card holding box. 说：“ 请稍等，我去取为您准备好的登记卡。 将登记卡从盒子中取出。 If guest request non-smoking room, please follow up in the system and key in the guest profile, so we can meet guest needs in the future. If very frequent guest, no need confirm type and rate all the time, do according to the profile. If there is detail profile in the system, do not collect business card again, otherwise try to get business card to get full information. 如客人要求无烟楼层，在系统中予以安排。并在客人喜好中注明，以便客人下次光临时满足其要求。 如是常客，无需每次都确认各项。 尽可能在入住时要客人名片，除非电脑中资料很全。 Clearly confirm detail with guest to avoid making guest feel confused, meanwhile let guest feel our genuine service. 清楚地与客人确认各种信息以免引起客人误会，并向客人显示我们真诚的服务。 In order to avoid the guest confusion and show care. 为避免客人误会。 PREPARED BY : MICHAEL ZHENG 起草人 APPROVED BY : MR RAY ZHOU 批准人 POSITION: FOM 职位： SIGNATURE/DATE 签字/日期: POSITON: GM 职位 SIGNATURE/DATE 签字/日期: DEPARTMENT : Front Desk 部门 ：前厅部 JOB TITLE : Guest Service Associate 职称 ：前台职员 TASK NO : FD 29 号码 : TASK : Registering guest with confirmed reservation 工作职责 : 为确定的预订房间的客人登记(4 of 5) EQUIPMENT REQUIRED : Opera Workstation 所需设备 ：工作台 WHAT TO DO 工作程序 HOW TO DO 操作明细 WHY 工作目的 Check in guest in computer 立即在电脑中办理入住。 Collect ID card/Business card for registration. 客人出示证件，填写登记卡 Fill registration card 填写登记卡 Confirm and collect the payment. 证实付款方式。 Check in guest in computer immediately. 立即在电脑中办理入住。 Politely collect guest IDcard/business card for registration.. Use two hands to receive guest ID card, by saying:” Mr.XX, may I have your passport and business card for reference, thank you.” 说：XX先生，我可以用一下您的护照和名片吗，谢谢。“ 双手接过客人出示证件和名片。 Clearly, neatly accurately and efficiency fill in the R card for guest. 清楚，整齐，准确和有效的填写登记卡。 Politely confirm payment with guest according to the reservation by saying: Mr.XX, how would you like to settle your bill?” 根据预定情况询问客人怎样结算他的帐户。 说：XX先生，请问您的付帐式？” Avoid forgetting check in guest in computer. 避免忘记在电脑中办理入住。 Fill in registration for guest to show our care to the guest. 帮助客人填写登记卡。 Avoid to let guest wait for long time. 避免让客人等候时间过长。 Advance deposit should be collected to protect hotel benefit. 在入住时需向客人收取押金以保护酒店利益。 PREPARED BY : MICHAEL ZHENG 起草人 APPROVED BY : MR RAY ZHOU 批准人 POSITION:FOM 职位： SIGNATURE/DATE 签字/日期: POSITON: GM 职位 SIGNATURE/DATE 签字/日期: DEPARTMENT : Front Desk 部门 ：前厅部 JOB TITLE : Guest Service Associate 职称 ：前台职员 TASK NO : FD 29 号码 : TASK : Registering guest with confirmed reservation 工作职责 : 为确定的预订房间的客人登记（5 of 5） EQUIPMENT REQUIRED : Opera Workstation 所需设备 ：工作台 WHAT TO DO 工作程序 HOW TO DO 操作明细 WHY 工作目的 Confirm information with guest and introduce hotel facilities to the guest.. 重复确认预定的细节并向客人介绍酒店设施设备。 Complete R card 完成填写登记卡 Present welcome folder and necessary item to guest. 给客人欢迎卡和钥匙。 Ask if guest need any other assistance. 询问客人是否需要其他帮助。 Complete check in. 完成登记。 Confirm guest name, room number,arrival date, departure date and room rate with guest. Also introduce breakfast service, health club service and other hotel facilities. 与客人核查房间的类型，居住时间，离店时间和房价。并向客人介绍早餐服务，健康中心服务和其他酒店设施和服务。 Use two hands to offer one pen for guest signature by saying:” May I have your signature here?” 说：“ 请在此签字。“ 并用双手给客人提供笔。 Use two hands to present welcome folder. 双手递给客人欢迎卡。 Ask if guest need any other assistance by saying:” Mr.XX,is there anything else I can assist for you?” 说：XX先生，您还需要其他帮助吗？” SA wish guest a pleasant stay,by saying:” Wish you to enjoy your stay here.”. 说：“祝您入住愉快！” Care for guest understanding on every detail information. 核查以便客人明白各种信息。 Customers are very important people and we must treat them with respect to build a lasting relationship 客人是十分重要的人物，我们必须尊重他们，以建立永久的良好关系 PREPARED BY : MICHAEL ZHENG 起草人 APPROVED BY : MR RAY ZHOU 批准人 POSITION:FOM 职位： SIGNATURE/DATE 签字/日期: POSITON: GM 职位 SIGNATURE/DATE 签字/日期: DEPARTMENT : Front Desk 部门 ：前厅部 JOB TITLE : Guest Service Associate 职称 ：前台职员 TASK NO : FD 30 号码 : TASK : Room change procedure 工作职责 : 调房程序 (1 of 2) EQUIPMENT REQUIRED : Opera Workstation 所需设备 ：工作台 WHAT TO DO 工作程序 HOW TO DO 操作明细 WHY 工作目的 Receive the inquirment 接到调房要求 Assign a new room 分配一个新房间。 Check with guest room change time 与客人确认换房时间 Process the room change 进行调房 Follow up the details and the room change inquirment from service centre. Identify the reason for the room change. 从服务中心接到调房要求。确认调房的原因。 Use _xx_ screen in Opera and look for a alternative room. 在Opera内使用_xx_功能，寻找可选择的房间。 Be sure that the room would meet the expectations of guest if room change is initiated by guest. 如客人提出调房，确保新的房间达到客人的期望。 Politely say, Mr.xx, when would you like to change your room? 礼貌的与客人确认调房时间。 - Guest in the room Inform bellboy with new room key to assist guest for room change, then return the old room key to Front Desk. 通知行李员带着新的房间钥匙帮客人调房。随后将旧的房门钥匙还给前台。 · Guest is not in the room. After receive guest permission, Service Manger together with Concierge staff will process room change together. And the new room key will kept at Front Desk till guest comes back. 如果客人要外出不在房间，要求我们换房。征得客人同意后，服务经理和礼宾部员工共同给客人进行换房。新的房间钥匙保存在前台等待客人领取 To prepare for the room change. 准备好以备更换。 PREPARED BY : MICHAEL ZHENG 起草人 APPROVED BY : MR RAY ZHOU 批准人 POSITION:FOM 职位： SIGNATURE/DATE 签字/日期: POSITON: GM 职位 SIGNATURE/DATE 签字/日期: DEPARTMENT : Front Desk 部门 ：前厅部 JOB TITLE : Guest Service Associate 职称 ：前台职员 TASK NO : FD 30 号码 : TASK : Room change procedure 工作职责 : 调房程序 (2 of 2) EQUIPMENT REQUIRED : Opera Workstation 所需设备 ：工作台 WHAT TO DO 工作程序 HOW TO DO 操作明细 WHY 工作目的 Follow up 落实 Fill in room change form 填写调房表格 Change the room No. in the computer and R card. 更改电脑内和登记卡上的房间号 Call the guest immediately after room change to check guest satisfaction. 调房后立即给客人打电话以检查客人的满意度。 Fill all details on the form : e.g. Old room number New room number Guest name Reason of change SA-FD name SA-TEL name SA-HSKP Room Service SA name 填写表格上的所有细节：新旧房号；客人姓名；换房原因；前台员工姓名；通知相关部门员工姓名。 Cancel the old No. on the R card and write the new No.,put into bucket according the new room No. 在登记卡上取消旧房号并写上新的房间号码。根据新房号放入登记卡盒中。 Inform concerned departments after completed and obtain staff name to fill in the room change form. 调房结束后通知各有关部门，并将通知到的相关部门员工姓名记录在调房表格上 To avoid any confusion during checking out. 在结帐期间避免任何混淆。 PREPARED BY : MICHAEL ZHENG 起草人 APPROVED BY : MR RAY ZHOU 批准人 POSITION:FOM 职位： SIGNATURE/DATE 签字/日期: POSITON: GM 职位 SIGNATURE/DATE 签字/日期: DEPARTMENT : Front Desk 部门 ：前厅部 JOB TITLE : Guest Service Associate 职称 ：前台职员 TASK NO : FD 31 号码 : TASK : Safety Deposit Box 工作职责 : 保险箱服务(1 of 5 ) EQUIPMENT REQUIRED : Opera Workstation 所需设备 ：工作台 WHAT TO DO 工作程序 HOW TO DO 操作明细 WHY 工作目的 Safe Deposit Box application. 申请保险箱。 Have guest fill-up safe deposit box application form. 请客人填写保险箱登记表格。 Greet guest and obtain name and room number. By saying: “ Good morning/ afternoon/ evening., Sir.” May I help you? May I have your name and room number, please.” 使用标准用语招呼客人，并得到客人房号和姓名。 Verify against computer. 查询电脑。 Politely inform guest there is in room safe available so it will make him more convenient. If guest insist to use safety box , direct him to safe deposit room.. By Saying: Mr. XX, you may use the electronic safe in your room. However, if you prefer to use the one that we have here, I will be happy to assist you.” 首先建议客人使用房间内保险箱如果客人坚持使用前台保险箱，在确认客人是登记住店客人后，请客人进入保险箱室内。 Guest to fill in details: Guest name; room number; passport number; guest signature. By saying: “ Kindly fill in your name, room number, passport number and signature please, sir.” And explain the clause of using the safe deposit box to the guest. 请客人填写姓名，房号，护照号码，国籍和地址并请客人签名。（使用全手掌指出客人所要填写的项目）并向客人解释保险箱使用条款。 To address guest by name. 用客人的名字称呼客人。 Ensure name and room number tally with computer. 确认客人姓名和房号与电脑完全一致。 Ensure guest is aware of in-room safe. 确认客人知道房内保险箱使用方法。 PREPARED BY : MICHAEL ZHENG APPROVED BY : MR RAY ZHOU 批准人 POSITION: FOM 职位： SIGNATURE/DATE 签字/日期: POSITON: GM 职位 SIGNATURE/DATE 签字/日期: DEPARTMENT : Front Desk 部门 ：前厅部 JOB TITLE : Guest Service Associate 职称 ：前台职员 TASK NO : FD 31 号码 : TASK : Safety Deposit Box 工作职责 : 保险箱服务( 2 of 5 ) EQUIPMENT REQUIRED : Opera Workstation 所需设备 ：工作台 WHAT TO DO 工作程序 HOW TO DO 操作明细 WHY 工作目的 Verify box size. 询问保险箱大小。 Issue box to guest 开启保险箱。 Complete safe deposit box card while waiting. 完成保险箱登记卡 Ask for box size preferred. By saying: “ We have different box sizes, Mr.XX – which would you like to use?” “ 我们有不同大小的保险箱，您需要哪一种？“ Turn both the master key and the respective box key to open box. 用保险箱万用钥匙和保险箱专用钥匙一起打开保险箱。 Hand the box to guest and open the lid. By saying: “ Here is the box, Mr.XX.” 将保险箱交给客人并打开箱盖。 Maintain a distance and allow guest to place his/her valuables in the box. 当客人将保管物品放入保险箱内，与客人保持一定距离。 Fill in the following details: SDB number; GSA name; date; time. File card by box number. Write all information clearly. If guest will authorize a representative specimen signature of the guest and the authorized representative are all required on the safe deposit record card. 填写一下各项内容：保险箱号码；员工姓名；日期时间。 写清楚所用内容，按保险箱号码将登记卡存放。 如果客人授权其他人也可使用保险箱，住店客人和被授权人同时要求在保险箱登记卡上签字。 For delivering suitable safety box. 为了提供合适的保险箱。 Respect guest privacy. 尊重客人。 Reference purposes. 日后参照。 PREPARED BY : MICHAEL ZHENG 起草人 APPROVED BY : MR RAY ZHOU 批准人 POSITION: FOM 职位： SIGNATURE/DATE 签字/日期: POSITON: GM 职位 SIGNATURE/DATE 签字/日期: DEPARTMENT : Front Desk 部门 ：前厅部 JOB TITLE : Guest Service Associate 职称 ：前台职员 TASK NO : FD 31 号码 : TASK : Safety Deposit Box 工作职责 : 保险箱服务( 3 of 5 ) EQUIPMENT REQUIRED : Opera Workstation 所需设备 ：工作台 WHAT TO DO 工作程序 HOW TO DO 操作明细 WHY 工作目的 Close the box 关闭保险箱。 Issue key to guest. 将保险箱钥匙交给客人。 Advise guest about the key 关于钥匙的提醒 Key in information in the system 在系统中输入信息 Check guest information 核对客人信息 Receive box from guest. By saying: “ Thank you, Mr.XX, One moment please, I will hand the key after I lock the box.”GSA lock safety box with both the guest key and hotel guard key.. 将保险箱放回原处，使用客人和饭店的两个钥匙将保险箱关闭。 There is your key, Mr.XXX, your box number is …..” ( point number on SDB card ).Safety box number should not be printed on key or tag 与客人确认钥匙号码。房号不能体现在钥匙上。 Advise guest that there is no replacement key and in the event of a lost key,there is a payment require to drill open the lock. 提醒客人没有可替代的钥匙，如果遗失我们将收取相应的费用。 Key in the information in the C/O message – “ Open SDB #10”. This will ensure the key is returned upon C/O. 在系统的退房信息处，输入“ 客人使用10号保险箱” 。 Greet guest and obtain SDB key. By saying: ‘ Good (time of day) Mr.XX, May I have your box key, please.”Indicate guest to security box. 招呼客人并拿到保险箱钥匙。将客人指引到保险箱室。 Retrieve SDB card, ask for guest name and room number. Ask for guest name and room number given against information on the SDB card. 取出保险箱登记卡，询问客人房号和姓名进行核对。 Ensure guest witness you locking the box. 确认让客人看到你锁保险箱的全过程。 For security reason. 为了安全原因。 Prevent hotel property. 保护饭店财产。 This will ensure the key is returned upon C/O. 确保客人在退房时退回保险箱。 Ensure room number and information given is correct. 确认房号及其他信息正确。 PREPARED BY : MICHAEL ZHENG 起草人 APPROVED BY: MR RAY ZHOU 批准人 POSITION: FOM 职位： SIGNATURE/DATE 签字/日期: POSITON: GM 职位 SIGNATURE/DATE 签字/日期: DEPARTMENT : Front Desk 部门 ：前厅部 JOB TITLE : Guest Service Associate 职称 ：前台职员 TASK NO : FD 31 号码 : TASK : Safety Deposit Box 工作职责 : 保险箱服务( 4 of 5 ) EQUIPMENT REQUIRED : Opera Workstation 所需设备 ：工作台 WHAT TO DO 工作程序 HOW TO DO 操作明细 WHY 工作目的 Take the record. 填写纪录。 Open the safety box 开保险箱 Closure the safety box . 退还保险箱。 Obtain guest signature on space provided at the SDB opening card. By saying :” May I have your signature here please, Mr.XX?” (Poiting at spaces provided accordingly.)And also write down room number,guest name,safety box No. Check new signature against original signature. 让客人在保险箱开启记录指定位置，并将其与最初的签名加以对照。并填写房号，姓名和保险箱号码。 Open the guest safety box with both the hotel guard key and the guest key. 使用客人的钥匙和饭店的钥匙同时打开保险箱。 Once the guest has finished accessing the safety box,ensure that safety box is properly lockand the guest key is return to the guest. 当客人结束之后，将保险箱关闭，并将钥匙退还给客人。 Fill in FD SA name, date, time on the back of the card. 在卡背面填写员工姓名，日期时间。 Follow procedure for identifying guests in re-opening SDB. 确认客人的身份与开保险箱的程序相同。 Ensure both signature are the same. If not, ask guest to sign again on same card. If still not the same, Service Manager should be called upon to decide whether entry should be allowed. 确认客人两次签名是否相同，如果不同，请客人在同一卡上再签一次。如果还不相同，马上传呼服务经理做出决定。 For security reason. 安全原因。 For security reason. 安全原因。 PREPARED BY : MICHAEL ZHENG 起草人 APPROVED BY : MR RAY ZHOU 批准人 POSITION:FOM 职位： SIGNATURE/DATE 签字/日期: POSITON: GM 职位 SIGNATURE/DATE 签字/日期: DEPARTMENT : Front Desk 部门 ：前厅部 JOB TITLE : Guest Service Associate 职称 ：前台职员 TASK NO : FD 31 号码 : TASK : Safety Deposit Box 工作职责 : 保险箱服务(5of 5) EQUIPMENT REQUIRED : Opera Workstation 所需设备 ：工作台 WHAT TO DO 工作程序 HOW TO DO 操作明细 WHY 工作目的 Obtain guest signature on space provided at the card under-surrender of box. Check signature given against original signature. Write down FD SA name, date and time. 让客人在登记卡后写有-退还保险箱处签字。对比签名。写上员工姓名，日期和时间。 FD SA shall then file card according to the date when the box was surrendered. 前台员工要根据退保险箱的日期将所有登记卡存档。 Make sure guest take out all the items in the box. 确认客人取出保险箱内所有物品。 PREPARED BY : MICHAEL ZHENG 起草人 APPROVED BY : MR RAY ZHOU 批准人 SIGNATURE/DATE 签字/日期: POSITON: GM 职位 SIGNATURE/DATE 签字/日期: SIGNATURE/DATE 签字/日期: DEPARTMENT : Front Desk 部门 ：前厅部 JOB TITLE : Guest Service Associate 职称 ：前台职员 TASK NO : FD 32 号码 : TASK : Taking reservations 工作职责 : 办理预定 （1 of 4） EQUIPMENT REQUIRED : Opera Workstation 所需设备 ：工作台 WHAT TO DO 工作程序 HOW TO DO 操作明细 WHY 工作目的 Greet the guest. 问候客人 Obtain the information for the guest. 从客人处获取信息 Check room availability. 检查房间的可用情况。 a. If room is available. 如果有房 Pick up the phone within 3 rings with smile by saying: Nin Hao, Front Desk, speaking, Mr./Mrs. XX, May I help you?” 三声电话铃声内，接起电话时使用电话标准语。 Take down following information on the reservation form: Guest name, arrive date, departure date, room type, company name. By saying: May I have the guest name, Please?” Which kind of room type do you prefer?” What are the arrival and departure dates, please?” May I have the company name and contact number?” 记下相关信息：客人姓名，到达离店时间， 房间类型，公司名称等。 Check room availability in computer. 在系统中检查房间的可用情况。 -If room is available 1. Pick up the company profile in computer to see if there is corporate rate to guest. 在系统中查寻是否有此公司合同价格。 Let the guest feel our hospitality through the phone. 使客人通过电话感受到我们的殷勤好客。 Get the detail information from the guest and let him feel that we are able to help him in sincere and maintain consistence of SLI standard. 尽可能获取详尽的信息。 Ensure room is available in guest reservation period to present our sincere caring for guest request. 确保有房。 Provide precise and consistent service. 提供准确持续的服务。 PREPARED BY : MICHAEL ZHENG 起草人 APPROVED BY : MR RAY ZHOU 批准人 POSITION: FOM 职位： SIGNATURE/DATE 签字/日期: POSITON: GM 职位 SIGNATURE/DATE 签字/日期: DEPARTMENT : Front Desk 部门 ：前厅部 JOB TITLE :Guest Service Associate 职称 ：前台职员 TASK NO : FD 32 号码 : TASK : Taking reservations 工作职责 : 办理预定 （2 of 4） EQUIPMENT REQUIRED : Opera Workstation 所需设备 ：工作台 WHAT TO DO 工作程序 HOW TO DO 操作明细 WHY 工作目的 Check special request. 确认特殊要求。 Collect other necessary information. 获得其它信息。 Repeat details 重复信息 2. If there is no corporate contract, check the guest profile to check previous room type and room rate. 如果没有公司合同价格，查询客史纪录，获得上次入住的房价和房型。 3. If situation is none of above ones, value guest rate or courtesy rate (10% discount) will be applied to the guest. Upsell at all time. 如果以上情况不存在，首先提供满价或10%的折扣。 时刻记住促销。 Check if guest have any special request, take down carefully. Airport pick up, guest likes and dislikes, key in the system. 确认特殊要求，并记录下。 Collect following necessary information: Bill instruction, contacting person, contact number， obtain Golden Circle number if guest is GC member. 获得其它信息：账目指示；联系人和联系方式。如果客人是金环会员，获得卡号。 Repeat reservation details to guest. 重复预定信息。 Maxim the hotel revenue. 最大化酒店的收入。 Anticipate guest request. 预见客人需求。 For record and tracing purpose. 用来记录和跟进。 Ensure all details are correct to present our sincere and precise service. 确认信息准确性。 PREPARED BY : MICHAEL ZHENG 起草人 APPROVED BY : MR RAY ZHOU 批准人 POSITION: FOM 职位： SIGNATURE/DATE 签字/日期: POSITON: GM 职位 SIGNATURE/DATE 签字/日期: DEPARTMENT : Front Desk 部门 ：前厅部 JOB TITLE : Guest Service Associate 职称 ：前台职员 TASK NO : FD 32 号码 : TASK : Taking reservations 工作职责 : 办理预定 （3 of 4） EQUIPMENT REQUIRED : Opera Workstation 所需设备 ：工作台 WHAT TO DO 工作程序 HOW TO DO 操作明细 WHY 工作目的 Finish reservation taking down. 完成预定的纪录。 Key in computer. 输入电脑。 Prepare confirmation letter/fax. 准备确认信。 Same day reservation 当天预定 b. If room is not available. 如果没有客人所需房间。 Thank for guest calling and choosing XXX Hotel hotel. 感谢客人选择酒店酒店。 Input all details in computer immediately or key in all details when GSA talking with guest. 立刻输入电脑或在与客人交谈时同步输入电脑。 If guest need confirmation, prepare confirmation fax or letter carefully. Check if all details are correct before sending out. 如果客人要求，准备确认信，并在发出前仔细检查。 Key in the system, inform room controller block the room, inform room service to deliver amenities to room, prepare check in booklet and key for arrival. 预定输入系统后，马上通知room controller安排房间，通知送餐部送欢迎品，准备钥匙 If room is not available, recommend other room type or date to see if guest would accept. If guest insist on the requested room type and date, put guest on waiting list. Take down following information on waiting list-arriving date, departure date, guest name, contacting number, room type and company name. Present our courtesy and genuine service. 表现出我们的礼貌和真诚的服务。 Concise and convenience for internal customer and save cost. As the phone call is over, the reservation is completed. 方便员工并节约成本。 Meet guest request and ensure precise service. 满足客人需求。 Well preparation will provide our excellent service. 好的准备工作是我们提供优质服务的前提 “Never say NO” to our customer. 永远不要对客人说“不”. Try the best to meet guest request and maxim hotel revenue. 尽可能满足客人需求和增加酒店收入。 PREPARED BY : MICHAEL ZHENG 起草人 APPROVED BY : MR RAY ZHOU 批准人 POSITION:FOM 职位： SIGNATURE/DATE 签字/日期: POSITON: GM 职位 SIGNATURE/DATE 签字/日期: DEPARTMENT : Front Desk 部门 ：前厅部 JOB TITLE : Guest Service Associate 职称 ：前台职员 TASK NO : FD 32 号码 : TASK : Taking reservations 工作职责 : 办理预定 （4 of 4） EQUIPMENT REQUIRED : Opera Workstation 所需设备 ：工作台 WHAT TO DO 工作程序 HOW TO DO 操作明细 WHY 工作目的 Follow up. 跟进 Appreciate guest. 感谢客人。 如果没有客人所需房间， 建议其他房间类型或其他日期。如果客人不接受，将客人放入等候名单。在等候名单上记下以下信息：客人姓名，入住离店日期，房型，公司名称，联系方式等。 If room is available, inform guest according to the waiting list. If room is still not available, go to next step of procedure. If guest refuse above two suggestions, recommend other hotel to guest or ask GSM-reception or DM to handle it. 如果有房间，根据等候名单通知客人，如果仍没房间，进行下一步骤。 如果客人拒绝以上建议，为客人推荐其他酒店或通知服务经理处理。 Appreciate guest calling and hop guest to come back next time. Saying: Thank you for calling Traders Hotel, Kun Shan, Mr./Mrs. XX, we hope to meet you in near future. Good-bye.” 感谢客人，并希望再次光临酒店。 Do more for the guest. 为客人着想。 Courtesy service. 礼貌的服务。 PREPARED BY : MICHAEL ZHENG 起草人 APPROVED BY: MR RAY ZHOU 批准人 POSITION: FOM 职位： SIGNATURE/DATE 签字/日期: POSITON: GM 职位 SIGNATURE/DATE 签字/日期: DEPARTMENT : Front Desk 部门 ：前厅部 JOB TITLE : Guest Service Associate 职称 ：前台职员 TASK NO : FD 33 号码 : TASK : Travel agency voucher 工作职责 : 旅行社入住券 (1 of 3) EQUIPMENT REQUIRED :Opera Workstation 所需设备 ：工作台 WHAT TO DO 工作程序 HOW TO DO 操作明细 WHY 工作目的 Request guest to present voucher 客人出示入住券 Check voucher 检查入住券 If upon check in, guest indicate that reservation is booked through travel agency, politely request guest to present hotel voucher or booking order issued by travel agency. By saying: May I have your travel agency voucher, please?” 客人通过旅行社订房需在入住时出示入住券 Carefully check following items which should be stated on voucher: 根据以下条目仔细检查入住券： -Hotel name, see if it is booked in Traders Hotl, Kunshan. -Travel agency name, see if travel agency name match the name in the system. -旅行社名称是否与系统中吻合 -Name of guest, group, see if name of guest, group on voucher matches name are same as in the system. -客人姓名，团队名称是否与系统中吻合 -Period of stay, see if period of stay matches the period of stay in the system. -居住时间段是否与系统中吻合 -Number of room, pax, see if number of room pax match the number of room pax in the system. -房间数量客人数是否与系统中吻合 -Description service, see if service of description match the description in the system. -服务项目的确认 -Billing instruction, see if charge paid by travel agency and if match the billing instruction in the system. -付费内容与方式是否与系统中吻合 No voucher, no check in under travel agency reservation. 无旅行社入住券不可登记房间 If items do not match, difference point must be found out upon check in. 如果有不符合条目，应在入住时查明。 PREPARED BY : MICHAEL ZHENG 起草人 APPROVED BY : MR RAY ZHOU 批准人 POSITION: FOM 职位： SIGNATURE/DATE 签字/日期: POSITON: GM 职位 SIGNATURE/DATE 签字/日期: DEPARTMENT : Front Desk 部门 ：前厅部 JOB TITLE : Guest Service Associate 职称 ：前台职员 TASK NO : FD 33 号码 : TASK : Travel agency voucher 工作职责 : 旅行社入住券 (2 of 3) EQUIPMENT REQUIRED : Opera Workstation 所需设备 ：工作台 WHAT TO DO 工作程序 HOW TO DO 操作明细 WHY 工作目的 Check payment 付款情况 · 入住期间是否与系统中吻合 · 房间数，人数是否与系统中吻合 · 服务项目是否与系统中吻合 · 付款说明是否与系统中吻合 Credit Manager is responsible for check the travel agency payment 24 hours prior of guest arrival. a. If travel agency is in hotel credit list, except for charge which is indicated on voucher to be paid bytravel agency, all incidental charge will be paid by guest and RMB 500 per day should be collected upon check in if guest pay by cash, if pay by credit card, Credit card acceptance procedure” should be followed up. 信贷部经理在客人到达前一天检查旅行社的付款情况。 如果旅行社在酒店挂账名单上，除在入住单上注明的费用，其他费用须客人自付，需缴现金押金500/天，或相应刷卡付押金。 b. If travel agency is not in hotel credit list, means all charge which indicate on voucher will be paid by travel agency should be paid prior to the guest check in, otherwise guest will be noticed upon check in to pay directly to hotel by guest on walk in rate or company contract rate if travel agent has not settled the bill before guest departure. Enough advance deposit protects hotel benefit. 保护酒店利益 PREPARED BY : MICHAEL ZHENG 起草人 APPROVED BY : MR RAY ZHOU 批准人 POSITION: FOM 职位： SIGNATURE/DATE 签字/日期: POSITON: GM 职位 SIGNATURE/DATE 签字/日期: DEPARTMENT : Front Desk 部门 ：前厅部 JOB TITLE : Guest Service Associate 职称 ：前台职员 TASK NO : FD 33 号码 : TASK : Travel agency voucher 工作职责 : 旅行社入住券 (3 of 3) EQUIPMENT REQUIRED : Opera Workstation 所需设备 ：工作台 WHAT TO DO 工作程序 HOW TO DO 操作明细 WHY 工作目的 Adhere to voucher indication 严格按入住单条目执行 Follow up 跟进 如果旅行社不在酒店挂账名单上，在入住单上注明的所有费用应在客人到达之前由旅行社付给酒店， 否则客人将在入住时被告知在结账前如还未收到旅行社的付款， 客人将根据酒店现行的散客房价自付所有费用。 Strictly adhere voucher indication, it is not allowed if guest request split stay, If guest extension, the voucher should be submitted to hotel immediately, also should check with travel agency, otherwise, the guest will charge directly on walk in rate or company rate if the guest have confirmed with hotel. 如果客人要求分开入住期间或延期，必须得到旅行社书面通知，否则将按现行散客价格由客人自付。 The registration card and voucher will be submitted to the Credit apartment for getting city ledge approval code every day, during weekend or Public Holiday will be handled by Service manager. 登记卡和入住登记单每天交给信贷部经理复查后，在系统中授权挂账。在周末或公众假日由服务经理来实施此项工作。 Voucher is the final confirmation. Any charge should be through travel agency in document way. 入住单是最后的确认，如有任何变化必须由旅行社书面通知 Protect hotel benefit and keep contract rate between hotel and travel agency confidential. 保护酒店利益，旅行社价格绝不可以透露给客人。 Voucher is the final confirmation. Any charge should be through travel agency in document way. 入住单是最后的确认，如有任何变化必须由旅行社书面通知 PREPARED BY : MICHAEL ZHENG 起草人 APPROVED BY : MR RAY ZHOU 批准人 POSITION: FOM 职位： SIGNATURE/DATE 签字/日期: POSITON: GM 职位 SIGNATURE/DATE 签字/日期: 1 http://www.docin.com/chess95660