员工管理_无锡某酒店前台员工培训资料10

前厅部 FRONT OFFICE部门/区域：DEPARTMENT/AREA: FD 接待处FD RECEPTION 服务内容/工作职责：SERVICE/ TASK:FD-SOP-017 在前台办理入住FD-SOP-017 CHECK IN AT THE DESK 标准： STANDARD: 办理入住高效而迅速，房间符合宾客期望To have an efficient and speedy check in and have a room according to the guest expectation宾客期望Guest expectation工作职责What to do?工作标准Standard of Performance房间符合预订且/或满足个人需求To be given an accommodation consistent with the reservation and/or that meets personal requirements.迎接宾客Welcome the guest呈递入住登记表Present registration card收取押金取得预授权Get deposit/ authotization确认预定详细信息 Confirm the reservation details 不能有四个以上宾客排队。如果有三个以上宾客在等待，寻求GRO帮助Queues should not exceed 4 guests. Call for assistance when more than 3 guests are waiting. 微笑欢迎宾客，并按标准说“X先生，欢迎光临华美达广场酒店”，如果是常客，可以说“X先生，欢迎您的再次光临”。保持眼神交流Welcome the guest with smile, according to the standard by saying “Welcome to the RAMADA PLAZA HOTEL WUXI (hotel name), Mr. X” If a regular guest, say “Welcome back, Mr. X. Maintain eye contact. 总结宾客预订的详细信息/偏好，并确认姓名的拼写Summarize guest reservation details/preferences and confirm spelling of name 帮助宾客填写表格或替宾客填写详细信息Offer to help guest complete forms or finalize details on guests behalf 介绍分配房间的优点Explain benefits of allocated accommodation 对话中至少两次以姓名称呼宾客Address guest by name a minimum of two times during conversation 问开放式问题，以获知宾客来访目的Ask open questions to establish (if any) purpose of visit 迅速把留言/传真转交宾客Deliver messages/faxes to guest promptly 根据季节提供冷或热毛巾（待定）Offer a cold or hot face towel depending on the season 准备好新鲜的欢迎饮料（待定）Offer a welcome drink which should always be freshly prepared. 呈递已打印好的入住登记表，并请宾客检查并签字Present the pre printed registration card to the guest and ask him to check and sign. 常客只需在登记表上签字，因为详细信息已经填好Regular guest only need to sign the registration card as details are already available. 准备好一支可以写的笔Have a pen ready in proper working condition. 根据预订单中的付账说明，礼貌的询问付押金方式Politely ask for payment details based on the billing instructions mentioned in the correspondence. 如果宾客以信用卡付帐，取得预授权If the guest wishes to pay by credit card, get a pre-authorization. 查询每日信用额度Find out the daily credit amount permitted. 如果该信用卡不能使用，礼貌地询问宾客是否有其他的信用卡。 确认以下详细信息：If the credit card declines, ask the guest politely if he has another credit card. Confirm the following details: 入住天数How many nights 房型Room type 离店时间和航班时间Departure time and flight if necessary 解释价格包括哪些服务Explain what the rate includes 入住期间必须阅读任何Any trace must be read during the check-in 必须阅读任何评价或填写Any remarks on profile must be read or filled if necessary. 检查是否有给宾客的讯息Check if there is any message for the guest 确认Confirmation宾客期望Guest expectation工作职责What to do?工作标准Standard of Performance提供其他信息Offer other information引领宾客Have guest escorted 祝愿客人入住愉快Wish him a pleasant stay解决任何账单纠纷Settle any billing disputes 主动帮准宾客解决行李问题“需要为您叫行李员吗？ ”Offer to take care of the guests luggage “Would you like me to call the bellboy?” 主动为宾客在酒店餐厅预定午餐/晚餐 “需要为您在X餐厅预订座位吗？ ”Offer to make lunch/dinner reservation in the hotel restaurant” Would you like me to book a table at our popular X restaurant?” 查询宾客偏好的报纸并确认递送时间Check guests newspaper preference and confirm desired delivery time 引领宾客至电梯并告知引领宾客至房间的服务员房号“X将带您到您的房间”Direct guest to elevator and introduce him/her to the person who will escort him/her to his/her room “X will escort you to your room” 希望宾客入住愉快“X先生/女士，希望您过得愉快，有任何需要请打电话给我”Wish the guest a pleasant stay “Have a pleasant stay Mr/Mrs X and call me if I can be of any assistance” 调查解决任何付款纠纷Investigate any payment disputes (e.g. bill back to company 核查信件Check the corresponde