国际酒店前厅管理手册Front Office Reception-RM-FO-GS-16-01Check Out Hotel Guest

1、国际酒店前厅部操作手册前厅部Front Office前台服务程序LOCAL STANDARD OPERATING PROCEDURES国际酒店管理资料手册International Hotel Management Information Manual前台是展示酒店的形象、服务的起点。对于宾客来说，酒店大堂前台是接触我们酒店的第一步，是对酒店的第一印象，是非常重要的。 制定前厅部标准运作程序手册的目的制订本手册是为了说明酒店管理前厅部标准运作的政策和程序，确保前厅部运营及管理工作的一贯性。向前厅部工作人员提供日常工作及培训的指导。使前厅部员工了解前厅的作用，了解前厅运作及管理的政策和程序。LO

2、CAL STANDARD OPERATING PROCEDURES本地标准操作程序LSOP No.:RM FO GS -16-01Effective Date:Division:Front Office前厅部Revised Date:Section:ReceptionPrepared by : Approved by 批准人:SUBJECT:Check Out Hotel Guest 客人退房_OBJECTIVE目的：All check out procedures must be processed accurately in a friendly and efficient way.客人结

3、账程序必须准确和高效。POLICY政策：The GSA must offer a pleasant departing comment to the guest.临别时要预祝客人旅途愉快。PROCEDURES 程序： 1. Acknowledge the Guest by providing eye contact and smiling at 15 steps, using verbal greeting welcoming the guest to our hotel at 5 steps. Repeat guests are welcomed back by address their

4、name. Address guest by his/her name minimum 2 times during whole check out process.当客人走到15步距离时，通过目光接触、微笑的方式向客人打招呼，当客人走到5步距离时，口头问候并欢迎客人光临酒店，并主动提供帮助。在整个结账服务过程中至少用客人的姓氏称呼2次。 “Good morning/afternoon/evening, Sir/Madam, How may I assist you?”“早上/中午/晚上好，先生/小姐，有什么能为您效劳的吗？If you can recognize the guest, sho

5、uld always address his/her name by Mr. / Ms. XX.如果你认识客人，应该总是称呼他/她的姓 ，XX先生/小姐 “Good morning/afternoon/evening, Mr./Ms. XX, How may I assist you?”“早上/中午/晚上好，XX先生/小姐，有什么能为您效劳的吗？ ”2. Ask guest room number 向客人询问房间号码。 “May I have your room number please, Sir/Madam?”“先生/小姐，请问您是住几号房间？”3. Skype the HSKP to c

6、heck mini bar and in room facilities.接待员打电话通知客房部检查房间小酒吧和其它设施。4. Key in the room number given by guest to the computer to display the particular folio on the screen. If there are any comments made regarding billing instructions, these must be noted and acted on by the GSA. Similarly, any billing inst

7、ructions recorded on the registration card must also be complied with.前台接待员在进入电脑系统为客人打印账单时，如果有相关的分账指令必须按照要求执行。同样客人的登记卡上的分账指令也必须严格执行。5. Ask for guest if he/she has incurred any last minute charges such as personal bar charge. 询问客人是否有最近消费后，如房间酒水等，打印最新账单给客人。 “Mr. /Ms. XX, May I know did you consume any

8、 drinks from the mini-bar last night or on this morning, please?”“XX先生/小姐，请问您昨天晚上或者今天早上有消费小冰箱里的 酒水吗？” If guest say “Yes”，Check with guest what are the items and verify with computer about the charges, if the amount is already in the system, then you can inform the guest:如果客人说有用过。马上跟客人确认用过哪些酒水，在迷你吧单上

9、核查酒水的价格。如果系统中已经有了这些消费，则你可以告诉客人： “Thank you, Mr. /Ms. XX, the said items has been posted.” “非常感谢您，XX先生/小姐，这些酒水消费也是同您的房费一同结算吗？6. Ask for guest whether have arrange the limousine service询问客人酒店是否为其安排了送机服务，A If guest say “Not yet.”: 如果客人说“还没有”：Confirm whether he need it. If the guest is traveling by a Ho

10、tel car to the airport, check to ensure the transfer charge has been posted.询问客人是否需要酒店为其安排用车。 “Mr. /Ms. XX, May I assist you to arrange your departure transfer? The cost is RMB XXX.”XX先生/小姐，请问您需要我为您安排机场送机吗？价格是人民币XXX” (If guest need, inform concierge at once.)（如果客人需要，马上联系礼宾部）B If guest say “Yes”: 如果客

11、人说“是的”Check to ensure the transportation charge has been posted.检查以确保用车费用已经入账到客人的账单里。7. At the same time, if guests room charge is excluding to the breakfast, check with guest did he take breakfast this morning as sometimes when the F&B is processing the posting:在同一时间跟客人确认是否已经用过早餐了，可能客人才刚刚用过早餐，这时候餐厅

12、正在往系统里入账： “Mr. /Ms. May I know did you have breakfast this morning?”(Infrasys posting)“XX先生/小姐，请问您今天用过早餐了吗？”（Infrasys入账）If the amount didnt post into the systems, then fill in the miscellaneous form and post it into computer through cashier function in Opera. Then print out guest bill.如果这些消费并未入进电脑中，

13、则马上填写杂项单并入进电脑系统中。打印客人账单。 “Mr. /Ms. XX, one moment please, I am printing the bill for you.”“XX先生/小姐，请稍等一下，我正在为您打印账单。”8. In presenting the folio, the GSA must address the guest by name to ensure that the folio is being presented to the correct guest.出示账单的同时称呼客人姓名，保证将账单给正确的客人。 “Mr. /Ms. XX, this is you

14、r hotel bill, would you please double check for me and if the charges are correct with you, please sign in this column. ”“XX先生/小姐，这是您的账单，请您检查一下是否正确，如果没有什么问题，可以请您在账单上签名吗，谢谢！”If bill is not correct, you should say:如果账单有问题，你可以说： “Mr. /Ms. XX, Im really sorry for that, Ill check with concerned departmen

15、t right away.”“XX先生/小姐，我对此很抱歉，我立刻和有关部门核对一下。”9. For travel agent wholesale room rates, the master folio must not be shown to the guest to protect the confidentiality of the rate for travel agent or company is enjoying with the hotel.对于旅行社的房间价格，不能将旅行社账单打印给客人，以免影响酒店和旅行社或旅游公司的良好关系。10. The GSA will confi

16、rm the mode of payment with the guest员工要确认客人的付账方式。 “Mr. /Ms. XX, would you like to settle your bill by your credit card or cash?”XX先生们/小姐，请问您用什么方式结账，是信用卡还是现金？”A. Credit Card:信用卡 “Mr. /Ms. XX, May I have your credit card again, please?”“XX先生/小姐，请问我可以再用一下您的信用卡吗？谢谢。” If guest asks you why, explain to g

17、uest:如果客人问你为什么，你需要给客人解释： “The credit card imprint upon arrival was only for authorization code and is not for sales purpose and now we need to process the sales transaction, so thats why we request your credit card again, sorry for the confusions, Mr./Ms. XX.”(Reconfirm the credit card number with s

18、lip.)“XX先生/小姐，您登记入住时刷下的卡单我们仅仅只是做担保的，现在麻烦你，再用一次您的信用卡，这就是为您结账而使用的了。非常抱歉给您添麻烦了，谢谢！”（确认卡单上信用卡号与信用卡相符。） “Mr. /Ms. XX, May I have your signature, please?”“XX先生/小姐，能麻烦您在卡单上签名吗？谢谢。” “Mr. /Ms. XX, Thank you for your credit card.”“XX先生/小姐，谢谢您好的信用卡。”B. Cash:现金 Obtain the original copy of deposit receipt from g

19、uest.从客人那里获得押金单的原件. “Mr. /Ms. XX, May I have your deposit receipt please, as we need to refund the rest of the balance to you.” “XX先生/小姐，可以把您的押金收据给我吗？我们会把多余的押金退还给您。” “Mr. /Ms. XX, May I have your signature please, this is for the refund of the deposit.”“XX先生/小姐，麻烦您在这儿签个名好吗？这是找还给您的押金 “Mr. /Ms. XX, he

20、re is your bill & invoice.”(Remember use two hands to present the bill to guest.)“XX先生/小姐，这是您的账单和发票。”（记住把账单双手递给客人。）11. The payment will be posted to the folio to zero the balance. Print a final copy of the folio with the zero balance and present to the guest in the envelope provided.将客人付账方式和金额输入电脑，打

21、印余额为零的账单装入结账信封交给客人。12. Inquiry the guest whether he/she enjoyed his/her stays at the hotel. If the guest has any comments on the room or other services, forward these on to the Guest Service Manager or Front Office前厅部 Manager.员工在结账过程中要询问客人的意见。如果客人对酒店的房间或服务有任何建议，要将建议反馈给宾客服务经理和前厅部经理。 “Mr. /Ms. XX, How

22、 is your stay in our hotel?”“您在我们酒店住得还好吗，XX先生/小姐？13. Once the guest transaction has been completed, ask the guest whether he/she requires assistance with luggage. If the answer to either is “Yes” then call for a Bellman to assist.结账后，询问客人是否需要行李服务。如需要，马上通知礼宾部。 “Mr. /Ms. XX, could our bellman assist y

23、ou with the luggage?”“XX先生/小姐，请问您需要行李员来帮您拿行李吗？”14. The folio together with any supporting documents (credit card voucher etc) must be put together into envelop 将客人账单连同其它单据(如客人信用卡单等)一起放入账夹。15. Inquire guest where is his /her next destination? If there is any Marriott Properties in his/her next destin

24、ation, recommend the Marriott Properties to guest and ask guest whether he / she need us to book another Marriott hotel or Resort in his/her next destination.询问客人的下一站目的地。若客人下一站要去的地方同样也有万豪旗下酒店，告知客人这个信息并询问客人是否要求我们帮他/她预定。 “Mr. /Ms. XX, may I know where is your next destination?”“XX先生/小姐，请问您下一站准备去哪里呢？” “Mr. /Ms. XX, there are two Marriott Hotels in XXX. One is Marriott Brand; another one is Renaissance Brand. Would you like us