员工管理_无锡某酒店前台员工培训资料3

STANDARDS OF PERFORMANCE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-011 制房卡程序FD-SOP-011 PROCEDURE FOR CUTTING KEY CARDS标准：STANDARD: 确保交给客人的钥匙准确To ensure that the keys are correctly cut and given to guests. 宾客期望Guest expectation工作职责What to do?工作标准Standard of Performance宾客抵店时收到正确房卡To be given the correct key to the guest upon their arrival 拿出一张房卡Take a key card 放卡方法如下：Position the card as such:1. 磁条在下方Magnetic stripe down2. 磁条朝你Magnetic stripe facing you 自右向左刷卡Slide the card from right to left to cut it 立即自左向右再刷一次卡去检查是否已读磁条（看显示）Immediately slide the card from left to right to verify it (see display) 重复直至输入的房号Repeat until the numbers entered in are cut 每次制卡，显示的房卡的总数将会减少直至所有房卡都制完。如果听到声音，表示房卡没有输入信息，且已制房卡数目保持不变Each time you cut a key the total number of keys goes down on the display until all keys are cut. If you hear a sound it means that the key was not cut and the number of keys to be cut will remain the same. 重复直至所有房卡被输入信息Repeat until all keys are cut. 询问宾客姓名Ask the guest for his name 在酒管系统中输入宾客姓名并取得房号Enter the guests name in Fidelio and get his room number 询问宾客以确认房号Ask the guest to confirm his Room Number 键入房号Key in the room number 按向下键Press the arrow () key 确认剩余入住天数，直至退房结账Confirm the number of days remaining until check out 键入入住天数，并多加1天，若客人要延迟结账，这样不用再重新作房卡（如果该宾客入住5天，房卡上记成6天）Key in the number of the total nights always adding 1 extra night to allow late checkouts without having to reprogram the keys (if the guest stays 5 nights). Cut the key for 6 days. 按向下键Press the arrow () key 确认制房卡数目Confirm the number of keys to be cut 按ENTER键Press ENTER 键入宾客姓名。如果输入姓名多于一个，按此方法输入：姓名A/ 姓名BKey in the guests name. If more than one name is entered as such: Name A / Name B 制卡总是为客人多做一天的时间Cut keys (refer to SOP Cutting Keys). Always cut keys for 1 more day than the length of the guests stay 可能会出现以下信息“系统忙，请稍侯”。再按ENTER键The following message might appear SYSTEM BUSY.