外资酒店前台工作任务分析表4.2 Front Desk (Rm Transfer) - Final Jan 24.doc

on-the-job task analysispropertydepartmentjob titlemain task no. / descriptionsub task no. / descriptionpage 1 of 1oabfront officecustomer service representative front desk4. guest servicesnot applicablesntask elementstask standards/key pointsskills & knowledge / training guidelines4.2room transfersteps1. check availability in fidelio2. process room transfer in fidelio3. make new key card4. ask guest if luggage assistance is required5. provide guest key to the new apartmentprocess room transfer in comanche according to availability. ensure rates, concessions and folio of the guest are transferred accordingly type “control, d” (detailed availability) click “room move” enter new apartment number state reason for moving in the space provided in wingcard system, input password; type apartment # and press f1 insert key in the encoder with the logo facing up and towards the direction of the arrow. place key card in key jacket and ensure that the new apartment number is written legibly you may say, “mr. /ms. guest, would you like me to send a bellman to your apartment and help you with your luggage now or shall i send the bellman up in a few minutes?” inform bellman to assist with luggage and room move as specified by the guest ensure that you have secured the key to the old apartment prior to issuing the new key. if guest is not ready to return the key to the old apartment, inform guest that he needs to surrender the old key to you or to the bellman who will assist. say, “mr. /ms. guest, when you have already settled down in your new apartment, please return the old key to us or to the bellman who will be assisting you.” pre-requisites use of comanche wingcard preparation sample registration jacketsample registration card sample room key sample key card jacketojt hours (50 mins.) intro 5 mins. demo 5 min. demo w/exp 10 mins. guided practice - 12 mins practice 10 mins. test 8 mins.propertydepartmentjob titlemain task no. / descriptionsub task no. / descriptionpage 1 of 2steps (contd)6. thank guest7. transfer documents to the new registration jacket 8. check and update internet access9. update profile on concessions and rates into fidelio if necessary10. inform relevant departments of room change thank you mr. /ms. guest! enjoy the rest of your stay.” ensure registration card, receipts and other supports are transferred to the registration jacket according to the new apartment number if no internet access, proceed to step 8 if guest has internet access, in fidelio, go to hsis activation click “move room” enter new apartment number ensure that the correct room rate is applied ensure all special requests are captured in new apartment profile inform housekeeping to ensure any special requests will be transferred to the