员工管理_无锡某酒店前台员工培训资料42

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-008 散客入住准备工作FD-SOP-008 PREPARING FOR INDIVIDUAL ARRIVALS标准：STANDARD: 提供符合客人需求的客房To provide accommodation that meets customer requirements宾客期望Guest expectation工作职责What to do?工作标准Standard of Performance房间情况与登记时相符并/或符合其个人需求To be given an accommodation consistent with the registration and/or that meets personal requirements受到高效的入住服务To receive efficient registration service顺利进入房间To access room easily察看屏幕View the screen做记录并行动Take note and action察看当前房间情况View current rooms为早到客人排房Prioritize early arrivals and allocate rooms accordingly.与客房部协调Coordinate with housekeeping. 察看酒管系统抵店屏幕，关注当天每一位预抵客人View Fidelio arrival screen and observe each arrival for the day. 查看客人资料里特殊需要部分并且作记录Look at the Special Field on Folio and take note of information. 查看所有预抵宾客的资料、客史档案和评论。Look at all arrivals Guest Profiles, History and remarks. 注意客人所有相关的需求和特殊需要Make note of all relevant guest requirements and special needs. 打印一份当天抵店详情报告（查看标准工作程序-打印报表）Print an arrival report for the day in detail. (See SOP Report Printing) 打印一份待跟踪TRACE报告并阅读内容Print a trace Report and read the instructions given. (SOP Trace reports) 做记录并付诸行动Take note and action:- 特殊需求 Special needs.- 蜜月、结婚纪念、生日 Honeymooners, Wedding Anniversaries, Birthdays.- 加床和婴儿床需求 Extra beds and Baby Cot needs.- 交通需求 Transport requirements. 查看电脑系统中的当前房情并注意干净房、脏房、预抵当日退房的数目View Current Room Status in Fidelio and take note of the number of Clean rooms, Dirty rooms and Departures for the day. 排好早到客人的房型Prioritize early Arrivals and room type needs. 确认套间的预定Identify Suite Arrivals 确认VIP的预定Identify VIP Arrivals 确认连通房的预定并分配好Identify Inter-Connecting Rooms requests and allocate accordingly. 确认房间位置要求（比如要无烟楼层）并立即分配房间Identify Rooms Location requests. (i.e. Non Smoking) and allocate accordingly. 确保客房部了解这些需求Always ensure that Housekeeping is aware of these needs. 准备房卡套（应含以下东西）Prepare Welcome packs. (The following to be included.) - 欢迎信 Appropriate Welcome letter- 班车时刻表 Shuttle Bus Schedule努力了的才叫梦想，不努力的就是空想！如果你一直空想的话，无论看多少正能量语录，也赶不走满满的负能量！你还是原地踏步的你，一直在看别人进步。 宾客期望Guest expectation工作职责What to do?工作标准Standard of Performance检查入住登记表Check registration cards阅读预订单Read correspondence确定付款方式Identify accounts察看付账说明Review billing instructions按照付账说明在在Fifelio系统中作出Route instructions in Fidelio沟通Communicate制房卡附在登记单后Cut keys and attach to registration card 确认入住登记表已准备好Check that Arrival Registration Cards have been prepared. 确认所有相关资料都附在登记表后Check that all have the relevant correspondence attached. 如果相关资料如预订单不在，要联系预定部并跟进Should Correspondence be missing this should be followed up with the Reservations Department. 阅读所有预订单并在系统中确认细节信息Read all Correspondence for each reservation and confirm details in the system 确认所有挂账/销售部担保账，并确保附有相关说明文件Identify all City ledger/Sales Ledger accounts and ensure that the appropriate back up documentation is attached. 如果转至公司的账目酒店与公司并没有转账协议，前台应和预订部、财务经理跟进此事If the Account is to be sent to company and there is no Credit Facilities, the Reception should follow this up with Reservations and the Credit Manager. 关注每个预抵客人的账单说明Take note of the Billing instructions for each arriving guest. 仅房间、用餐、本地通话和洗衣服务Room, Meals, Local Calls and Laundry Only. 应在Fidelio系统中定义客人帐单Appropriate routing instructions should be placed into Fidelio. 与宾客服务主任沟通VIP房/套房的分配Communicate all VIP/Suite room Allocations with Guest Services. 一旦分配好提前抵点宾客的房间，准备好房间钥匙Once pri