员工管理_无锡某酒店前台员工培训资料30

前台 FRONT DESK FD部门/区域：DEPARTMENT/ AREA: FD 接待处FD RECEPTION 服务内容/工作职责：SERVICE/ TASK:FD-SOP-036 快速退房FD-SOP-036 EXPRESS CHECK OUT 标准：STANDARD: 使退房快捷而轻松，没有延误To provide a quick, comfortable check out without causing a delay to the guest.宾客期望Guest expectation工作职责What to do?工作标准Standard of Performance账目准确Bill to be accurate能直接用信用卡付费To be able to charge directly to credit card详细解释退房程序To be provided with clear explanation of procedure 打印宾客账单Print the bill of the guest 在宾客退房前一天，把帐单和可以快速退房单送至宾客房间Bill of the guest to be sent to his/her room, a day before he/she is due to check out, along with a letter offering express check out facility. 如果宾客想使用快速退房，应填写快速退房单并签名，然后交至前台If the guest wishes to avail this facility, he/she will fill in the detachable portion of the welcome passport and hand it over to the reception with his signature.邮寄账单复印件和收据The bill copy and receipt to be mailed.所有费用正确并准确记入信用卡All charges to be accurate and debited correctly to his/her credit card. 费用将从客人信用卡上收取Charges are to be debited to the guests credit card 当天列有所有相关消费的清单和凭证（包括账单，发票，信用卡单等）应寄至宾客写在快速退房单上的指定地址A statement with all the supporting documents are to be sent on the same day to the address specified by the guest, on the portion of the welcome passport. 以上工作应在离店后两个工作日内完成The above is done within 2 working days of departure. 有任何疑问，应特别注意Any queries to be attended to immediatel