酒店前台操作流程FD-0018DueOutRooms

1、HOLIDAY INN CENTUR Y CIT Y CHENGDUSTANDARD OPERATING PROCEDUREDUE OUT ROOMS等待结帐的房间Task N umber :任务号：FD-0018Department :Front Desk部门：前台Date Issued: 发放日期：February 2006GuestI expect my departure to be smooth, quick and flawless with friendly staff who provideExpectation :assista nee for my in dividual

2、n eeds.客人期望：等待相关部门为我的个人需求提供帮助，也能让我顺利地结帐离开酒店。TIME TO T RAIN :35 min utesWhy is this task importa nt for you and our guests? 为什么这项任务对你和我们的客人都很重要？An swers:回答：1. We have to provide a con siderate, efficie nt and courteous service. 我们必须为客人提供准确、有效的服务。2. We must maximize guest satisfaction. 尽量让客人满意。3. Impr

3、ove GSTS score提升客人评价。4. Dem on strate our professi on alism. 展示我们专业化的服务水准。WHAT / STEPS步骤HOW/ STANDARDS操作标准TRAINING QUESTIONS 培训问题1) Description 描述Due out” are rooms that are check out today in system.Due out”的意思是预计离店的房间。What are due outs? 什么是Due out2) Print and check report by noon 中午打印并检查报告Front De

4、sk prints out a Due Out report at noon.总台在中午打印预计离店的房间号。All Due Out rooms are to be checked by the Front desk at 14:00 noon.所有等待结帐的房间都应由总台在14点以前查看。Why dontwe print the report earlier? 为什么不早些打印报告？3) Confirm the due out time 确认结算时间Call the expected departure rooms and confirm the guest s departure Oade

5、departure time. 打电话给等待离开的客人确认客人离开的 时间。“ Good Afternoon Mr. XXX, My name is You are on Departure today, could you please kin dly advise us your departure time, or have your travel pla ns cha nged.“ XXX,In peak seas on, Departure Letters should be sent to guests the ni ght before their departure, orde

6、r to pre-allocate the rooms for expected arrivals (Next Day).Who should call to the guest room to con firm with the guest for his/her departure?谁应打电话到客人房间，确认客人的离 开时间。DRILL LANGUAGE培训语言What can we do if the guest does not resp ond?如果客人没有反映，我们应怎样做？inWHAT / STEPS步骤HOW/ STANDARDS操作标准TRAINING QUESTIONS 培

7、训问题4) Offer tran sport 提供交通Offer tran sportati on service. 提供交通服务Why do I have to offer the tran sportati on service?为什么需要提供交通服务？5) Prepare with Con cierge 准备行李En ter departure time in to the computer and book tran sfer with the Con cierge.把客人离开时间输入电脑，并预定行李运 送。Why do I have to en ter the departure t

8、ime in to the computer?为什么要把客人离开时间输入电脑？6) Advise the leav ing time 告知离开时间Even in the eve nt that the occupa ncy is low, en courage the guests to leave their room befor 14:00.在客房占有率很低时，也应请客人在14点前离开。Why do I have to en courage the guest to eleave their rooms before 14:00?为什么要请客人在14点前离开？7) Late check-o

9、ut refer 延迟结帐参考Refer to Late Check out Procedure for charges 参照延迟付费程序。.What are the details of late out procedure? 迟延付费的具体程序是哪些？8) Offer hospitality room 提供款待房Hospitality room can be offered to groups for late check out purposes,if the hotel is full and there are no other opti ons.如果酒店已客满，在没有其它选择时，由

10、 于有些等待结帐的房间还未结帐时，应提 供给客人款待房。Why do I have to offer a hospitality room to group for late check out?在有些等待结帐的房间还未结帐时，为 什么要提供给团队款待房？9) Late check-out for club member 俱乐部成员迟延结帐Priority Club Reward members may request exte nded check out time un til 14:00. In terC ontinen tal Ambassadors are guara nteed c

11、heck out time of 16:00 upon request.优悦俱乐部成员可以要求把结帐的时间延What should we do if the hotel is not able to offer the late checkout for the member after 1 15:00?如果酒店不能在15点后为俱乐部成员提 供结帐，我应怎么做？WHAT / STEPS步骤HOW/ STANDARDS操作标准TRAINING QUESTIONS培训问题10) Late check-out for VIP 重要客人的延迟结帐VIP and regular guests have

12、to be handled carefully and decisions have to be made accord ing to in dividual cases.应仔细对待重要客人及定期客人的迟延付 帐，根据个案做出决定。Why do I have to han dle the VIP carefully? 为什么需要仔细处理重要客人的迟延付 帐？11) Ask for help if in doubt 有疑冋时请求帮助Ask for help from the Assistant Manager if in doubt. For example: Luggage in room b

13、ut no guest in the room after 12.00 hours. Guest has not paid the bill.Do not take luggage out of the room whe n the guest is not prese nt or has not asked for it.有疑问时，寻求大堂副理帮助，如：房间 里没有客人，但行李还在房间超过12个小时，而客人还没有结帐时。在客人没有出现或没有要求前，不要把行 李从房间拿出。You must wait un til you have orders from the guest before re

14、moving luggage.在移开行李前，必须等到客人要求才能移 开。Is the Assistant Manager the only person to be in charge of the late check out process? 大堂副理是唯一对迟延付费程序负责的 人吗？Why can t I take out the luggage from the room?为什么不能把行李从房间移出？Summary questi ons:总结问题：I.What is a Due-out什么是Due-out?2. Why do I have to pri nt a due-out rep

15、ort ?为什么需要打印等待结帐房间报告？3. Who should call to the guest room to con firm the guest departure time?谁应打电话到客人房间确认客人离开时间？4. What can we do if the guest does not respond to our call? 如果客人在电话里没有反映，我们应怎样做？5. Why do I have to offer transportation services? 为什么需要提供交通服务？6. Why do I sometimes need to offer anothe

16、r room for the guest before he/she leaves? 为什么在客人离开前，有时需要为客人提供另外的房间？7. What should I do if the hotel is not able to offer the late check out for the member after 15:00? 如果酒店不能在 15 点后为俱乐部成员提供结帐，我应怎么做？8. Is the Assistant Manager the only person in charge of the late check-out process? 大堂副理是唯一对迟延付费程序负责的人吗？9. What do you do if the Depar