酒店服務(wù)報告英文版模板1

四川托普信息技術(shù)職業(yè)學(xué)院 四川托普信息技術(shù)職業(yè)學(xué)院畢業(yè)設(shè)計論文題目：xxx酒店服務(wù)項目報告學(xué)生姓名學(xué)生學(xué)號專業(yè)方向指導(dǎo)教師指導(dǎo)單位年月日SichuanTOPVocationalInstituteofInformationTechnologyGraduationThesis/DesignTitle:XXXHotelServiceProjectReportAuthorofThesis/DesignStudentIDNoSpecialtyBusinessEnglish（Tourism&HotelManagementDirection）ThesisAdvisorAdvisingUnitDateIndexChapter1AbstractChapter2ProceduresandResultsChapter3ConclusionChapter4ReferenceChapter5Acknowledgments

Chapter1AbstractInstructions:Inthispart,youshouldgiveabriefsummaryofXXXHotelServiceProjectReportyouhaveofferedundervirtualconditionsinlessthan200wordsandnotbemorethanonepage.Yoursummaryshouldincludeastatementofthepurpose,abriefdescriptionoftheprocedures,andtheresults.Chapter2ProceduresandResultsInstructions:Inthispart,youshouldprovideasummaryofeachoftheproceduresyouhaveundertakentogetherwiththerelevantresultsandappendixesinthenaturalorderoftheserviceasfollows:ProceduresandResults2.1.ReservationReservationcanbedividedintothreetypes.Thephone,Thecorrespondence,Thesalesdepartment.Firstthephone,whentheguestcalls,reservationshouldpickupthephonewithinthreerings,reportedthehotelordepartmentinpolite.Andgreetingstotheguests.Willingtoservicefortheguest.Andfilloutthe reservationform.Carefullylistentotheguest’sreservationrequirementsandspecialrequirements.Asktheguestspecialrequest.Secondthecorrespondence,receivereservation,Accuratelygraspthehotelroomavailabilityandmarketsituation.Thirdthesalesdepartment,includes:Theindividualreservation,Thepaymentoftheguestreservation,Groupreservation.The specificproceduresinreservationincludes:.Asktheguestreservationdateandroomtype,andreservationnumber..Asktheguest’snameorEnglishspelling..Reportthestrikepriceofahotelroomtotheguest..Askthetermsofthepaymentandindicateonthereservation..Asktheguestarrivaltime,explaintotheguestreservationsituation.2.1.1ReservationforIndividualGuestReservationformMr/Mrs/Miss/Ms:_________Arr,Date:________________Dep,Date_______________No.ofPerson:_____________No.ofNight:_____________ReservationformMr/Mrs/Miss/Ms:_________Arr,Date:________________Dep,Date_______________No.ofPerson:_____________No.ofNight:_____________RoomType:______________No.ofRoom:_____________ETA:____________________RateQuoted:____________ContactName:____________CompanyName:__________PhoneNo:________________Gtd:_____________________MethodofPayment:_______CreditCardNo:___________Remarks:_________________________________________________Conl:Yes/No______________Takenby:________________Date:____________________Sectionsummary:2.1.2ReservationChangingSectionsummary:2.2Concierge2.2.1ReceivetheGuestatAirportSectionsummary:2.3Reception2.3.1BellServiceSectionsummary:2.3.2CheckintheGuestwithReservation1.Smileandgreettheguestappropriately,offertheguestyourassistance–Sir/Madam,howcanIhelpyou?2.Iftheguestclaimtohaveareservation,askforthenamewithwhichthereservationwasmade.Ifthenamecannotbefoundneitherinthecomputersystemnoronthereservationrecord,askforthecompanynamethroughwhichthereservationwasmade.3.Oncethereservationisfound,immediatelyconfirmitwiththeguest,includingroomtype,roomquantity,roomnightsandroomrateifapplicable.4.Ifguestisidentifiedtocheckin,obtaintheguestpassportoridentitycardforregistration&scanning,meanwhiledetermininghis/herfullnameandcheckingidentityasrequiredbylaw5.Recordguest’sfullname,roomnumber,dateofarrivalanddepartureontheregistrationform.Guidetheguesttofillupblankforvaluablesstorageandthensign,leavinghis/herphonenumberandcarplatenumber.6.Paymentmethod(1)Cash.Calculatesumrequiredasdeposit,stateittoguestandcheckguestforthemodepayment-Mr./Miss…,yourtotalroomchargeis…,and….isrequiredtoguaranteeyourroom,howareyougoingtoguarantee,incashorbycreditcard?(2)CreditCard.ObtaincreditcardauthorizationbyusingthePOSmachine,askforasignatureandcheckit.(3)RoomchargepaidbyTravelAgency.Calculatesumrequiredasdeposit,stateittoguestandcheckguestforthemodepayment-Mr./Miss...,YourroomchargeispaidbytheTravelAgency,however,Yuanisrequiredtoguaranteeyourroom.Howareyougoingtodoit,incashorbycreditcard?(4)Allpaidbycompanytransference.Presentrequiredformtoguestandaskforguest'ssignatureandtelephonenumber.7.Prepareguestkeycardandkeycardholder.8.Presentthekeycardtotheguest,pointtotheroomnumberandstatethelatestcheckouttime.9.IntroducetheBellmantotheguestbyname,toescorthimtotheroomwithhisbaggage.10.Wishtheguestapleasantstay.11.CompletetheRegistrationCardandupdateguest’sinformationinthesystem.Inputcashdepositamount.Thenbindthereservationrecord,depositreceiptorcardimprinttogetherwiththeRCandputthemintothecorrespondingroomfileholder.Name:Mr/Mrs/Miss(Surname)(FirstName)Sex:DateofBirth:NationalityorRegion:HomeAddress:ArrivalDate:DepartureDate:RoomNo,:DallyRate:Name:Mr/Mrs/Miss(Surname)(FirstName)Sex:DateofBirth:NationalityorRegion:HomeAddress:ArrivalDate:DepartureDate:RoomNo,:DallyRate:PassportNo,:VisaKind:VisaNo,:DateandPlaceofIssue: VisaExpiry:Paymentby:Cash_____Traveler’sCheck_____CreditCard______Company_____GuestSignature:ReceptionClerkSignature:PleaseNote:Check-outtimeis12:00noon.Visitorsarerequiredtoleaveguestroomsby11:00p.m.Pleasereturnyourroomkeytocashiercounteraftercheck-out.Roomrateexcludingbeverageinyourroom.SafedepositboxesareavailableatF/Ocashiercounteratnocharge.Sectionsummary:Ourgoal:1Tocheckintheguestwithreservationinacourteousandefficientlymannereitherbyusingthearrivallistduringcomputerdowntimeorbyusingthecomputersystem.2Theinformationontheregistrationcardiscompleteandvalid3ThePaymentmethodissecured.4Checkintheguesttoavacantcleanroom.2.3.3GuestRoomChangingourobjectives:1.Togivetheguesttheroomherequestedinalaterstageofhisstayduringhighoccupancysituations2.Toadheretotheguestwishesandrequests3.Toensurecorrectdistributionofmessages,etctotheguestroom4.ToensurecorrectroomratechargesProcedures:1.Blockaroomwiththedesiredroomtypefromtheguestbymakingaduplicatereservationfromtheguestfolio.2.Changethenameintheduplicatefolioto:[ALLFORRMCHANGE1206].3.ChangetheratetoUS$0.00.4.Leaveyourinitialsinthefolio.5.FillintheRoomChangeOrderandclearlywritedownthereasonoftheroomchangeintheguestprofile.e.g.[GUESTREQUESTTWINROOM]6.Waittilltheguestapproachesthecounter–unlesstheguestortopmanagementgavespecificinstructions.7.MakesuretheGuestisfullyawareofthenewroomanditsrateandhandoveranewKeyCardtogetherwiththenewKeyCardHolderwiththenewroomnumber.8.MentiontotheguestthattheBellmanwillhelptheguesttomovehisluggagetothenewroom.9.TheBellmanwillassisttheguestinchangingtheroomandwillreturntheoldroomkeytotheFrontDesk.10.InformHousekeepingoftheroomchange.Whentochangetheroom:(1).Perguestrequest(2).FacilityintheroomoutoforderWhentochangeroomandrate(1).Up-sellguestafterchecked-in(2).GuestrequestdifferentroomcategoriesSectionsummary:2.3.4ForeignCurrencyExchangingourobjectives:ItisthehotelpolicythattheForeignCurrencyExchangeserviceisavailablefortheregisteredin-houseguestorguestsusingF&Boutlets.ToensurethattheForeignCurrencyExchangeserviceisperformedinanefficientandaccuratemanner.Procedures:Greetandsmileattheguest,andofferassistancebyaddressingguestname.2.Verifywiththeguestifheisaregisteredguestagainstthecomputersystem.3.Showtheexchangeratelistonthedayandstateforeigncurrenciesthatareacceptable.Askaboutwhatkindofcurrencytheguestintendstoexchange.4.Obtainguestpassport–onlyiftheguestisnotregistered.5.Checkifthemoneyisreal.6.RaiseaFrontDeskvoucherforForeignCurrencyExchangeandfillupthefollowinginformation:(1).GuestNameandRoomNumber(2).Nationality(3).PassportorIdentificationNumber(4).Guestsignature，(5).TotalAmountInForeignCurrencyandTheExchangeRate(6).TotalAmountinLocalCurrency.7.Performthecalculationtwicetoensuretheexchangeamountisaccurate.8.PresenttheForeignCurrencyExchangeVoucherfortheguestsignature.9.Countthecorrectamountoflocalcurrencyinfrontoftheguesttwicebeforehandingthemoneyovertotheguest.10.Asktheguesttodouble-checktheamountoflocalcurrency.11.Givethefirstcopyoftheabovevoucherforhisreference.12.Thanktheguestandwishhimapleasantday13.Cliptheforeigncurrencytotheabovevoucherforcashierauditattheendoftheshift.Remarks:備注:*TheexchangevoucherisinvalidifalteredSectionsummary:2.3.5Wake-upServiceSectionsummary:AppendixⅢ:Wake-upServiceRecordForm2.4.HousekeepingService2.4.1MakeupRoomRoomcleaningisthejobofthehousemaid,whoisaveryimportantpartofthehousekeeping.Themaidgive thebathroomadailylightcleaning,particularlythetubs,wall,andfixtures,Sectionsummary:2.4.2LaundryServiceSectionsummary:2.4.3Lost&FoundSectionsummary:AppendixⅣ:L&FRecordForm2.4.4Turn-downServiceSectionsummary:2.5Food&Beverage2.5.1ReservationSectionsummary:2.5.2ReceivetheGuestSectionsummary:2.5.3TakeOrderSectionsummary:2.5.4TableServiceSectionsummary:2.5.6RoomServiceSectionsummary:2.6SeeofftheGuest2.6.1CheckOutourobjectives:1.Tocheckoutaguestwithappropriatepacebutnotexceeding8minutes.2.Collectkeycardfromtheguest.3.Toensureallbillsaresettledbytheguest,beforeheleavesthehotel.Procedures:SmileandgreettheguestwhentheguestapproachestheFrontDesk.Offertheguestyourassistancebyaddressingtheguestname.Iftheguestisidentifiedtocheckout,requestfortheroomnumber,thereturnofkeycardanddepositreceipt.Double-checktheguestnameandroomnumberinthecomputerandthenwiththeguest.Informhousekeeping.Retrieveguestregistrationcardandbillsfromthefoliobox.Checkwithguestanylastconsumptionfromtheminibaroroutlets.Ifthereisraisetheminibarvoucherandchargeaccordinglyandcheckifthelatechargesarealreadyposted.Printoutguest'sbill,presentittoguestandaskherorhimtocheckandsignonthebill.AccountSettlementMethod.·Cash.Askforthereturnofthecashdepositreceiptandobtaincorrectamountofcashinlocalcurrenciesforsettlementofaccount.·Creditcard.Askforthecreditcardthatwasusedduringcheckinandcompletethetransactionaccordingtoactualconsumption.Ifthepaymentismadeinforeigncurrencies,convertintolocalcurrenciesforpaymentfirstbyfollowingForeignCurrencyExchangep