HHow to check in a guest booked through a wholesale agent

1、Task:工序:How to check in a Guest booked through a wholesale agent如何为旅行社结算的客人办入住Job Title:职位:Guest Services Officer 宾客服务员Step 1第一步Welcome the Guest欢迎客人· Greet the Guest using the appropriate time of day.准确的问候客人· Smile and act in a friendly manner.微笑及热情友善的态度· Maintain eye contact 保持目光接触&

2、#183; Use the Guests name if known 尽量称呼客人的名字· Speak slowly & clearly 口齿清晰，语速适中“Good Morning/Good Afternoon/Good Evening, Sir/Madam, May I help you?” ”“早上好，先生/小姐，欢迎光临深航国际酒店!”Step 2第二步Identify Guests reservation确认客人预订· Check for the Guests last name in OPERA在OPERA系统中按客人的姓氏查找· By che

3、cking against the Guests passport or ID card.以客人的护照或身份证件上的信息来查找。· See Session Plan: “How to handle a check in whose reservation cannot be found ”参照培训计划“如何处理无法找到预订”· Wholesale reservations can be identified by the specific rate code or billing line in cashier comments从特殊的房价代码或是结账备注中确认“Welco

4、me to Shenzhenair International Hotel, may I have your name please?”“欢迎光临深航国际酒店, 请问怎么称呼您呢?“Mr/Ms. XXX, may I have your passport for registration please?”“先生/小姐，可以出示一下您的证件吗”Step 3第三步Confirm that the reservation is booked through a wholesale agent确认旅行社结算的预订· If the Guest does not have the voucher

5、 on check in, reservations correspondence must be obtained as a backup and the travel agent will have to be contacted for verification. Should no backup documentation exist, the Guest must be advised that they will be responsible for the room charges unless a voucher of appropriate correspondence is

6、 located.与旅行社联系确认，保留预订信以做支持性文件。需与客人确认，如未收到任何确认性文件，房费将由客人自付。· Notify Team Leader for assistance报告领班协助“Mr/Ms. XXX, may I have your travel agent voucher, please”“XXX先生/小姐,可以出示一下旅行社发给您的入住函吗?”“Mr/Ms XXX, we have not received confirmation from your travel agent. The daily rate of RMB XXX (rate of the

7、 day) will apply until we receive the written confirmation.”“XXX先生/小姐,由于您暂时未能收到您的旅行社确认传真，在收到确认之前我们将先按今天的房价为您办理。”Step 4第四步Reconfirm Guest room preference再次确认客人房间要求· Reconfirm the Guest room preference (king/twin and smoking/non smoking)再次确认客人房间要求（双人床/单人床/吸烟或不吸烟）“Mr/Ms. XXX, may I reconfirm that

8、you requested a king size bed on a non smoking floor?”“XXX先生/小姐，和您确认一下，您这次预订的是在非吸烟楼层的一张大床的房间，对吗？”:Step 5第五步Confirm the departure date and time确认离店日期及时间· Ask the Guest for their expected departure time询问客人预订离店时间“Mr/Ms XXX, you are staying with us for X nights, departing on Day of the week, Month

9、 Date? Check out time is 12 noon. May I have your departure time, please?”“XXX先生/小姐，请您确认一下，您将会在本酒店入住X晚，X月X日离开正常的离店时间是中午12点，请问这符合您的安排吗？”Step 6第六步Register the Guest 登记客人· Ask for the Guests passport or ID card, etc.请客人出示护照、身份证或其他有效证件。· A wholesale reservation should never have the rate displ

10、ayed on the registration form as it is a contracted rate between the travel agent and the hotel.因为旅行社结算入住的房价为旅行社与酒店的结算价格，是绝对不可以表现在入住登记卡上面给客人看到的。· See task breakdown: “How to fill in a registration form ”参照 “如何填写登记表” 工序分析Step 7第七步Offer transportation提供送机服务· Ask if Guest would require a hote

11、l limousine upon departure询问客人是否需要送机服务· See task breakdown “How to arrange transportation for a in house Guest”请参照“如何安排为客人送机服务”工序分析“Would you require a hotel limousine upon your departure?”“是否需要帮您安排送机服务？”Step 8第八步Reconfirm the method of payment再次确认客人付款方式· As we have confirmed that the Gues

12、t is not responsible for room charges, a deposit for incidental charges only should be requested.由于客人的房费由旅行社支付，所以只需要向客人收取杂费押金Mr./Ms. XXX, the room (room and breakfast) charges will be paid by your travel agent. How would you like to pay for your other charges?”“XXX先生/小姐，您房间（和早餐）的费用已经由旅行社支付过了。请问您要如何支

13、付其他费用呢？”Step 9第九步Calculate deposit needed 计算所需押金· RMB 500 per night for incidental charges每晚收取500元的杂费押金Step 10第十步Check in the reservation在Opera系统中登记入住· Refer to Opera training on how to check in a reservation请参照Opera操作培训中如何在系统中登记入住· Locate the reservation by using the “Guest in house”

14、 function in OPERA通过OPERA中的Guest in house”查找预订Step 11第十一步Confidentiality 机密性· Guest room rate, room numbers, personal information shall be treated with high confidentiality.客人的房费，房号，私人信息应被视为高度机密。· Never provide Guests room number or personal information to anyone. 客人的房号，私人信息不能提供给任何人。Step 1

15、2第十二步Assistance with luggage行李服务· Assistance should be offered before presenting the room key to the Guest.在客人拿到房卡之前，向客人提供服务· The Guest should be asked for their luggage tag so that the room number can be communicated to the bell desk请客人提供行李标签以便行李员了解客人房号信息“Mr. /Ms. XXX, do you have any lug

16、gage kept here? May I have your luggage tag, please?“XXX先生/小姐,请问您有行李寄存吗？麻烦借用一下您的行李签!”Step 13第十三步Present the room key to Guest 递交房卡给客人· Guest is only presented with room key of a Vacant Inspected Room that has been checked in. 给客人的一定是被检查完毕的空房· Do not announce the room number verbally; only indicate on the key pack. 在房卡套上指出房号给客人代替口头说出。“Mr/Mrs XXX, here is your room key. This is y