酒店前台操作流程FD

1、HOLIDAY INN CENTURY CITYCHENGDUSTANDARDOPERATINGPROCEDUREDUE OUT ROOMS等待结帐的房间T ASK N UMBER :FD-0018任务号：D EPARTMENT:Front Desk部门：前台D ATE I SSUED :February 2006发放日期：I expect my departure to be smooth, quick and flawless with friendly staff who provideGUESTEXPECTATION:assistance for my individual needs

2、.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。T IME TO T RAIN :35 minutesWhy is this task important for you and our guests?为什么这项任务对你和我们的客人都很重要？Answers:回答：1. We have to provide a considerate, efficient 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. Improve GSTS scor

3、e提升客人评价。TaskDue ort RoomsFD-0018Page 1 of 54. Demonstrate our professionalism.展示我们专业化的服务水准。WHAT / STEPSHOW/ STANDARDSTRAINING QUESTIONS步骤操作标准培训问题1) Description“Due out”are rooms that are check out todayWhat are due outs?描述in system.什么是 Due out“Due out”的意思是预计离店的房间。2) Print and check report by noonFro

4、nt Desk prints out a Due Out report atWhy dontwe print the report earlier?中午打印并检查报告noon.为什么不早些打印报告？总台在中午打印预计离店的房间号。All Due Out rooms are to be checked by theFront desk at 14:00 noon.14 点以所有等待结帐的房间都应由总台在前查看。3) Confirm the due out timeCall the expected departure rooms and confirm Who should call to th

5、e guest room to confirm确认结算时间the guest s departure anddatedeparture time.with the guest for his/her departure?打电话给等待离开的客人确认客人离开的谁应打电话到客人房间，确认客人的离时间。开时间。“ Good Afternoon Mr. XXX, My name is.You are on Departure today, could you pleaseDRILL LANGUAGEkindly advise us your departure time, or have培训语言your

6、 travel plans changed.What can we do if the guest does not“ XXX,respond?In peak season, Departure Letters should be如果客人没有反映，我们应怎样做？sent to guests the night before their departure, inorder to pre-allocate the rooms for expectedarrivals (Next Day).WHAT / STEPSHOW/ STANDARDSTRAINING QUESTIONS步骤操作标准培训问题

7、TaskDue ort RoomsFD-0018Page 2 of 54)Offer transport提供交通5)Prepare with Concierge准备行李6)Advise the leaving time告知离开时间7)Late check-out refer延迟结帐参考Offer transportation service.Why do I have to offer the transportation提供交通服务service?为什么需要提供交通服务？Enter departure time into the computer andWhy do I have to en

8、ter the departure timebook transfer with the Co the computer?把客人离开时间输入电脑，并预定行李运为什么要把客人离开时间输入电脑？送。Even in the event that the occupancy is low,Why do I have to encourage the guest toencourage the guests to leave their room before leave their rooms before 14:00?14:00.14 点为什么要请客人在 14 点前离开？在客

9、房占有率很低时，也应请客人在前离开。Refer to Late Check out Procedure for charges. What are the details of late out procedure?参照延迟付费程序。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 options.如果酒店已客满，在没有其它选择时，

10、由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WHAT / STEPS步骤Priority Club Reward members may request What should we do if the hotel is not able toextendedcheckouttimeuntil14:00.

11、offer the late checkout for the member afterInterContinental Ambassadors are guaranteed 15:00?check out time of 16:00 upon request.如果酒店不能在15 点后为俱乐部成员提优悦俱乐部成员可以要求把结帐的时间延供结帐，我应怎么做？HOW/ STANDARDSTRAINING QUESTIONS操作标准培训问题TaskDue ort RoomsFD-0018Page 3 of 510) Late check-out for VIP重要客人的延迟结帐VIP and regu

12、lar guests have tobe handled Why do I have to handle the VIP carefully?carefully and decisions have tobe made 为什么需要仔细处理重要客人的迟延付according to individual cases.帐？11) Ask for help if in doubt有疑问时请求帮助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。Ask for help from the Assistant Manager if in doubt. For example: Luggage in

13、 room but no guest in the room after 12.00 hours. Guest has not paid the bill.Do not take luggage out of the room when the guest is not present 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 until you have orders from the guest befo

14、re removing 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 questions:总结问题：1.What is a Due-out什么是 Due-out？2. Why do I have to print a due-out re

15、port ?为什么需要打印等待结帐房间报告？3. Who should call to the guest room to confirm the guest departure time?TaskDue ort RoomsFD-0018Page 4 of 5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

16、 I sometimes need to offer another 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 Dep