员工管理_无锡某酒店前台员工培训资料11

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-018 团队登记入住FD-SOP-018 GROUP CHECK IN 标准：STANDARD: 快速，高效而准确的登记入住Efficient, quick and accurate check in.宾客期望Guest expectation工作职责What to do?工作标准Standard of Performance能被认出是团队的一员，迅速而高效的入住To be recognized as a part of the group and checked-in promptly and efficiently宾客抵店准备工作Prepare for the arrival前台团队 抵店前一天Front Desk Group - Prior to the day of arrival 与销售部团队协调员保持联系，随时更新信息Liaise constantly with the sales group coordinator for additional information 从预订部拿一份更新的团员名单复印件Take a copy of the updated rooming list from reservations 在Fidelio系统中，进入团队窗口，按enter键In the Fidelio system go to the groups press enter 按照分房名单输入团队客人名字Enter the group name if given as per the rooming list 按enter键进入整个团队分房单Enter to get the entire group rooming list 检查系统中的所有姓名是否和入住名单上一致Check if all names in the system are correct according to the rooming list 检察系统上的抵店离店日期是否正确Check if the arrival and departure dates are correct in the system 检查是否所有房型都预分至电脑系统中Check if all room types are correctly blocked 检查团队房价是否正确Check if the group rate is correct 确保每个房间入住人数正确Number of people occupying each room is rightly put 满足特殊需求Special requests are met 满足VIP需求VIP requests are met 付账说明清楚而正确地输入系统Billing instructions are clear and correctly entered in the system 至少提前24小时分配房间Room have been allocated at least 24 hours in advance 付款或转账凭证已经收到Relevant back up has been provided for any amount paid by third party 旅行社或公司与酒店有转账协议和账户The third party has a valid account with the hotel 当天抵店On the day of arrival 如果同一区域不止一个团队入住，须标明以分开 Tables must be labeled with letters if more than one check in the area 必须有足够的笔供宾客在登记卡签名Sufficient pens must be available for guests to sign their Registration cards 必须准备好排班表，以保证足够的员工Roster must be prepared so that sufficient staff is available 复查分配的房间Double check room allocated 所有房间钥匙已做好并按顺序排放（放在标明房号和团名的团队专用房卡套内）All keys are cut and kept with proper numbering 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团队抵店准备工作Prepare for group arrival团队抵店准备工作Prepare for arrival of group宾客关系部Guest Relations 排好班次，以保证足够的人员当班Roster to be done so that there are sufficient people on shift 房内的用品按标准准备好（查房）Amenities are placed in the room as per standard 根据团队规模选择方便的登记场所Choose a convenient location for the check in depending on the size of the group 检查抵达酒店的交通工具Check the transport to the hotel 核对入住时间Check the time of check in 安排好准确数目的欢迎饮料Correct number of welcome drinks have to be ordered 经理或主管在大堂迎接Manager or supervisor to meet on arrival 礼宾部Concierge 排好班次，以保证足够的人员当班Roster to be done so that there are enough people on shift 如果酒店提供交通工具，主管与司机保持联络（司机在快到酒店时通知礼宾部）Supervisor liaises with the drivers if the hotel provides the transport 准备行李标签Luggage tags are ready 安排好行李运送Luggage delivery is organized宾客期望Guest expectation工作职责What to do?工作标准Standard of Performance准备办理团队入住Perform group check-in入住时On Check-in 在酒店主入口处迎接团队Meet the group inside the main entrance of the hotel 引领团队至团队登记区Lead the group to the check in area 团队成员入座后，送上冷毛巾和欢迎饮料Hand over the cold towels and welcome drinks to the group while they are seated 从领队处收取凭证（如果被通知凭证领队带来）Take the voucher from the group organizer (if applicable) 指引宾客去登记的位置Direct the guests to where they have to register 分发入住登记表Give them the registration cards （如果需要）请领队收齐护照Ask the group leader to collect the passports if applicable 复印护照并把护照还给领队Take copies of the passport and return the passport to the tour leader if applicable 检查是否所有入住登记表都已签名Check if all registration cards have been signed 告知领队关于早餐、游泳卡和其他消费凭证的信息Give the group leader the information