国际酒店前厅操作手册-SOP Rec 11 Guest check in with Reservation

1、Standard Operation Procedures / Front Desk 前厅部标准操作程序/前台前厅部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

2、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。DEPARTMENT部门: Front Office前厅部JOB TITLE职务: Receptionist前台接待TASK NO任务编号: 11TASK任务: Guest check in with Reservation (Page 1 of 3)EQUIPMENT REQUIRED: Fidelio Work stationWHAT TO DO要做什么HOW TO DO如何去做WHY为什么Greet guest.Identify guest who come with luggage or briefca

3、se and inquire guest name with smile and eye contact.Check reservation in computer.Confirm room type with politely manner and smile, eye contact.Greet guest upon guest approach front desk counter with smile by saying: “Good morning, welcome to Sofitel Boao. May I help you, Sir/Madam?If guest has res

4、ervation, politely inquire guest name by saying: “May I have your last name, sir/Madam?” Find out reservation immediately in computer, if fail to find out, try other way, e.g. use guest company name or travel agency name to check in computer. By saying: “Mr. XX, may I have your company name or may I

5、 know the company you made your booking with?” You may ask guest “Mr. XXX, Do you have a reservation with us?Note: Never say to guest: “No reservation even if reservation cant be found in computer. Use guest company contract rate and guest preference to check in guest at first.If VIP or Sofitel Priv

6、ilege Card Holder refer to GRO immediately. By saying: “Mr. XX, please wait for a moment, our Guest Relation Officer will show you the way to the room.” Or if GRO is busy, follow Privileges standard to service the guest. Confirm room type and rate with guest according to reservation by clearly descr

7、iption.By saying: “Mr. XX, you have booked one king size room, is it correct?”Present our courtesy and kindly service at first time.Clarify guest is walk in guest or with reservation. So that you can check the reservation in computer.Locate reservation immediately; try to provide efficiency service

8、to guest at first time and every single time.Show your respect and courtesy to our guest.We must show courtesy and sincerity.Clearly confirm detail with guest to avoid making guest feel confused, meanwhile let guest feel our genuine service.PREPARED BY: APPROVED BY: DESIGNATIONFront Office ManagerSI

9、GNATURE/DATE 签名/日期DESIGNATIONSIGNATURE/DATE 签名/日期DEPARTMENT部门: Front Office前厅部JOB TITLE职务: Receptionist前台接待TASK NO任务编号: 11TASK任务: Guest check in with Reservation (Page 2 of 3)EQUIPMENT REQUIRED: Fidelio Work stationWHAT TO DO要做什么HOW TO DO如何去做WHY为什么Advise guest from getting R cardCheck in guest in co

10、mputerCollect ID card/ Business card for registration. Fill registration card. Chinese guest use local R.CConfirm and collect the paymentBy saying: “Just one moment, Mr. XX, Im going to get your registration card.” Draw out pre-registered registration card and prepared welcome booklet from reservati

11、on form holding box.If guest request non-smoking room, please follow up in the system and key in the guest profile, so we can meet guests needs in the future.If very frequent guest no need confirm type and rate all the time, do according to the profile.If there is detail profile in the system, do no

12、t collect business card again. Check in guest in computer immediately.Politely collect guest ID card/Business card for registration. Use two hands to receive guest ID card/business card, By saying: “Mr. XX, may I have your passport and business card for reference. Thank you.”Clearly, neatly accurate

13、ly and efficiency fill in the registration card for guest. Kindly invite the guest to sign on both two R.C.Politely confirm payment with guest according to the reservation by saying: “Mr. XX, how would you like to settle your bill?”If it is credit card, quickly take in print.In order to avoid the gu

14、est confusion and show care.Demonstrate consistency in service.Avoid forgetting check in guest in computer.Fill in registration for guest to show our hospitality.Avoid to let guest wait for too long time. Do more for our customer in every customer contact.Advance deposit should be collected to prote

15、ct hotel benefit.PREPARED BY: APPROVED BY: DESIGNATIONFront Office ManagerSIGNATURE/DATE 签名/日期DESIGNATIONSIGNATURE/DATE 签名/日期DEPARTMENT部门: Front Office前厅部JOB TITLE职务: Receptionist前台接待TASK NO任务编号: 11TASK任务: Guest Check in with Reservation (Page 3 of 3)EQUIPMENT REQUIRED: Fidelio Work stationWHAT TO D

16、O要做什么HOW TO DO如何去做WHY为什么Confirmation information with guest.Present welcome booklet and necessary items to guest.Inform the bellboyAsk if guest need any else helpComplete check in.Sign on registration card.Get approval code for credit card.Attach items.Confirm guest name, room number, arrival date,

17、and departure date and room rate with guest.Use two hands to present welcome booklet and necessary items to guest.Pass the key to bellboy and inform the room number.Ask if guest need any else help by saying: “Mr./Mrs. XX, Is there anything else I can do for you?”Introduce bellboy to guest and wish g

18、uests a pleasant stay.Receptionist signs on registration card.If the guest pays by credit card, input credit card number into EDC machine to get approval code upon guest check in.If the credit card is declined, ask guest to change payment by saying: “Mr./Mrs. XX, I am very sorry to inform you that after checking with the bank, we cant get approval code for your credit card, would you please change to another payment, thank you.