員工管理_無錫某酒店前臺(tái)員工培訓(xùn)資料10

前廳部 FRONT OFFICE部門/區(qū)域：DEPARTMENT/AREA: FD 接待處FD RECEPTION 服務(wù)內(nèi)容/工作職責(zé)：SERVICE/ TASK:FD-SOP-017 在前臺(tái)辦理入住FD-SOP-017 CHECK IN AT THE DESK 標(biāo)準(zhǔn)： STANDARD: 辦理入住高效而迅速，房間符合賓客期望To have an efficient and speedy check in and have a room according to the guest expectation賓客期望Guest expectation工作職責(zé)What to do?工作標(biāo)準(zhǔn)Standard of Performance房間符合預(yù)訂且/或滿足個(gè)人需求To be given an accommodation consistent with the reservation and/or that meets personal requirements.迎接賓客Welcome the guest呈遞入住登記表Present registration card收取押金取得預(yù)授權(quán)Get deposit/ authotization確認(rèn)預(yù)定詳細(xì)信息 Confirm the reservation details 不能有四個(gè)以上賓客排隊(duì)。如果有三個(gè)以上賓客在等待，尋求GRO幫助Queues should not exceed 4 guests. Call for assistance when more than 3 guests are waiting. 微笑歡迎賓客，并按標(biāo)準(zhǔn)說“X先生，歡迎光臨華美達(dá)廣場酒店”，如果是?？停梢哉f“X先生，歡迎您的再次光臨”。保持眼神交流Welcome the guest with smile, according to the standard by saying “Welcome to the RAMADA PLAZA HOTEL WUXI (hotel name), Mr. X” If a regular guest, say “Welcome back, Mr. X. Maintain eye contact. 總結(jié)賓客預(yù)訂的詳細(xì)信息/偏好，并確認(rèn)姓名的拼寫Summarize guest reservation details/preferences and confirm spelling of name 幫助賓客填寫表格或替賓客填寫詳細(xì)信息Offer to help guest complete forms or finalize details on guests behalf 介紹分配房間的優(yōu)點(diǎn)Explain benefits of allocated accommodation 對(duì)話中至少兩次以姓名稱呼賓客Address guest by name a minimum of two times during conversation 問開放式問題，以獲知賓客來訪目的Ask open questions to establish (if any) purpose of visit 迅速把留言/傳真轉(zhuǎn)交賓客Deliver messages/faxes to guest promptly 根據(jù)季節(jié)提供冷或熱毛巾（待定）Offer a cold or hot face towel depending on the season 準(zhǔn)備好新鮮的歡迎飲料（待定）Offer a welcome drink which should always be freshly prepared. 呈遞已打印好的入住登記表，并請(qǐng)賓客檢查并簽字Present the pre printed registration card to the guest and ask him to check and sign. ?？椭恍柙诘怯洷砩虾炞郑?yàn)樵敿?xì)信息已經(jīng)填好Regular guest only need to sign the registration card as details are already available. 準(zhǔn)備好一支可以寫的筆Have a pen ready in proper working condition. 根據(jù)預(yù)訂單中的付賬說明，禮貌的詢問付押金方式Politely ask for payment details based on the billing instructions mentioned in the correspondence. 如果賓客以信用卡付帳，取得預(yù)授權(quán)If the guest wishes to pay by credit card, get a pre-authorization. 查詢每日信用額度Find out the daily credit amount permitted. 如果該信用卡不能使用，禮貌地詢問賓客是否有其他的信用卡。 確認(rèn)以下詳細(xì)信息：If the credit card declines, ask the guest politely if he has another credit card. Confirm the following details: 入住天數(shù)How many nights 房型Room type 離店時(shí)間和航班時(shí)間Departure time and flight if necessary 解釋價(jià)格包括哪些服務(wù)Explain what the rate includes 入住期間必須閱讀任何Any trace must be read during the check-in 必須閱讀任何評(píng)價(jià)或填寫Any remarks on profile must be read or filled if necessary. 檢查是否有給賓客的訊息Check if there is any message for the guest 確認(rèn)Confirmation賓客期望Guest expectation工作職責(zé)What to do?工作標(biāo)準(zhǔn)Standard of Performance提供其他信息Offer other information引領(lǐng)賓客Have guest escorted 祝愿客人入住愉快Wish him a pleasant stay解決任何賬單糾紛Settle any billing disputes 主動(dòng)幫準(zhǔn)賓客解決行李問題“需要為您叫行李員嗎？ ”O(jiān)ffer to take care of the guests luggage “Would you like me to call the bellboy?” 主動(dòng)為賓客在酒店餐廳預(yù)定午餐/晚餐 “需要為您在X餐廳預(yù)訂座位嗎？ ”O(jiān)ffer to make lunch/dinner reservation in the hotel restaurant” Would you like me to book a table at our popular X restaurant?” 查詢賓客偏好的報(bào)紙并確認(rèn)遞送時(shí)間Check guests newspaper preference and confirm desired delivery time 引領(lǐng)賓客至電梯并告知引領(lǐng)賓客至房間的服務(wù)員房號(hào)“X將帶您到您的房間”Direct guest to elevator and introduce him/her to the person who will escort him/her to his/her room “X will escort you to your room” 希望賓客入住愉快“X先生/女士，希望您過得愉快，有任何需要請(qǐng)打電話給我”Wish the guest a pleasant stay “Have a pleasant stay Mr/Mrs X and call me if I can be of any assistance” 調(diào)查解決任何付款糾紛Investigate any payment disputes (e.g. bill back to company 核查信件Check the corresponde