员工管理_无锡某酒店前台员工培训资料17

前台FRONT DESK部门/区域:DEPARTMENT/ AREA: FD 接待处FD RECEPTION 服务内容/工作职责：SERVICE/ TASK:FD-SOP-023 按付账说明定义客人帐单FD-SOP-023 ROUTING INSTRUCTIONS IN FIDELIO标准：STANDARD: 宾客期望Guest expectation工作职责What to do?工作标准Standard of Performance账款明晰，退房迅速To have an accurate account that would facilitate a speedy check out输入正确信息Enter the correct information when routing in Fidelio 在前厅部菜单下选择 “ in house”Under front office menu select “ in house” 输入所需房号或宾客姓名。Enter the desired room number or the desired guest name. 选中“ Options”以进行多重操作Select the various options by selecting “ Options” 选择 “定义客人帐单”Select “ routing Instructions” 选择你要定义的账目，然后按“ENTER”键Select the window into which you want to route the postings. And press “ENTER” 默认第一个窗口总在宾客名下By default the 1st window will always be under the guests name 输入消费项目代码，如果不确定代码，则按“ENTER”键，出现一个对话框，从中选择适用的代码Enter the department codes of the postings you want to route. If in doubt of the codes simply press enter and a pick box will appear from which you can select the appropriate code. 选中以做标记，按“+”键（“”代表内容已被标记）Mark the items to be routed by selecting them and them pressing “ + “ key (the “ “ symbol indicates that items are marked). 一旦选中某个项目并标记，它将自动出现在消费项目一栏里。Once the postings are marked and entered, it will automatically appear in the “ Dept” column. 一旦按了“ ENTER”，你将会有两个选择“ SAME ROOM / OTHER ROOM”，一般而言选择“ SAME ROOM “And once you press “ ENTER “, you will be given two options “ SAME ROOM / OTHER ROOM” from this option always select “ SAME ROOM “宾客期望Guest expectation工作职责What to do?工作标准Standard of Performance 下一步选择需要定义的顾客、公司、旅行社名称Next select the name of the guest, company or travel agent to whom the postings have to be routed to. 如果预定时已经选择过公司和旅行社，其页面将会自动出现。If the company and agent fields are already entered at the time of reservation it will automatically appear here. 如果该页面还没填写，选择 “ OTHER NAME”并在这栏输入公司或旅行社名称If the appropriate fields are not already filled in, select “ OTHER NAME” and enter the name of the company or agent in this column. 这时会出现一张清单，从中你可以选择正确的公司或旅行社名称。A list will appear where you can then select the right company or agent. 一旦选中，姓名将出现所选窗口的“姓名栏 “。因此，所有定义过的项目比如房费和食品费用将被记在以该公司名出现的第二个窗口里。Once selected, the name will appear in the “NAME field “of the selected window. Therefore all room postings (RM) and food postings (FD) will be routed to the second window which is under the name of the company. 选中日期，可以进入。选中期间的房费和食品费用账目都将被自动传到第二个窗口You can then enter the routing period by selecting dates. Therefore room (RM) and food (FD) posting between the dates you specify will be routed to the second window. 选择yes和ENTER使定义生效For the routing to be activated and take effect select yes and ENTER. 字母”R”表示该