新员工入职培训办法英文版

156/156 FRONTDESKDearteammember,Firstly,averywarmwelcometotheCrownePlazaShenzhenaspartofFrontOfficeDepartment.Ourkeytosuccessdependsverymuchonyourpositiveattitude,creativeflairandeyetodetails.Wearecommittedtodeveloppeoplethroughknowledgeenlarging,skilltrainingandworkforcemotivation.YourremarkablecontributioninFrontOfficeDepartmentwillbegreatlyappreciated.真诚欢迎您加入深圳威尼斯皇冠假日酒店，成为酒店前厅部的成员。你们积极的工作态度，制造性的思维及细致周到的服务，将是我们取得成功的关键因素。我们激励职员通过不断的学习和培训，来丰富专业知识，改善服务技巧，提高劳动生产力，最终取得整体前厅部的成功。IwishyouapleasantandfruitfulworkingexperienceatFrontOfficeDepartment.祝福您在那个团队里工作愉快，并获得宝贵的工作经历。Yourstruly,此致TABLEOFCONTENTSPartOnePart1ØWelcomeLetterFromDirectorofRooms Page02ØDepartmentalOrganizationChart Page04Part2ØJobdescription Page05Part3ØStandardOperatingProceduresRegisterFIT Page09CheckOutGuest Page12GroupCheckIn Page15GroupCheckOut Page17PCREnrollment Page18MakeaReservation Page20GroupInformationCheck Page23FreeRoomUpgrade Page25HouseUseandComplimentaryRoom Page26RoomChange Page27ExtraBed Page29LateCheckOut Page30Extension Page32Cancellation Page34IncognitoCall,ScreenCallandDoNotDisturb Page36SleepOut Page38AuthorizationOfEntryToGuestRoom Page39AdvanceDeposit Page41HandlingOfForeignCurrencyandCompanyCheckasDeposit. Page45AccountInformationForCreditCard Page46AccountInformationForDirectBilling Page47AccountInformationTravelVoucher Page48CashPaidOut,CashAdvanceandRebate Page50CashFloatHandOverandControl Page53DropSafe Page54ContingencyReport Page55ComputerSystemDownProcedure Page56Part4ØAcknowledgementletterbyemployee Page57FRONTOFFICEORGANIZATIONCHART

KeyResponsibilitiesGreetsallguestsatalltimesinafriendlyandhelpfulmannerandattemptstolearnanduseguest’snameateveryopportunityRegistersandroomsallarrivalsaccordingtoestablishedproceduresMaintainsintimateknowledgeofdepartmentalstandardsandproceduresPerformscheckin,checkoutandroomchangeproceduresandensuresalldataareenteredcompletelyintothehotelsystemsinaccordancewithreservationEnsureconfidentialityofguestinformationMaintainscashierfloatandensuresaccuratedailyreportofallmoneyreceivedCasheshotelguest’spersonalandtravelerschecksandassistswithcurrencyexchangeKeepsabreastofallmodificationstoaccountingpoliciesandproceduresKnowledgeableofallspecialpromotionprocedures,forprogramssuchas:SeasonalPackages,FrequentFlyersPrograms,andalsoPriorityClubRewardsprograms.Attendstoguest’scomplaints,inquiriesandrequests,refereesproblemstosupervisor/ReceptionManagerifhe/sheunabletoassistIsfamiliarwithotherIntercontinentalHotelsandResortssothatguestindicatinganynextdestinationontheregistrationcardcanbe“sold”anonwardbookingtoanotherInterContinentalHotelsDoeseverythingpossibletoensurethattheguestsdepartthehotelwithapositiveimpressionofhotelservicePerformstheauditbalancesandpreparesallworksforauditinanorderlyfashionWhenonnightshift,checksnightreportandpreparesthemorningreport;ensuresworkingsoffunctionsareputonnoticeboardaccordinglyMaintainscomprehensiveknowledgeofstandardreservationproceduresincludinghowtoreadtelex,e-mail,messages,andhowtointerpretavailabilitysourceswithinthereservationsystemsMaintainsexemplarydeportmentstandardsofbehaviorandappearanceandattitudeasexpectedinaIHGBrandTakespersonalinterestandpridetoensurethatthefrontdeskworkareaiskeptcleanandinanorderlystateatalltimesEndeavorstomaintainthehighstandardsofthehotelwithparticularregardtotheimportanceofPriorityClubRewardsProgrammemberandotherVIP’sandwithreferencetohotelandtobeahealthorsafetyhazardOccupationalHealthandSafetyResponsibilitiesDemonstrateAwarenessofOH&SpoliciesandproceduresandensureallproceduresareconductedsafelyandwithinOH&SguidelinesBeawareofdutyofcareandadheretooccupational,healthandsafetylegislation,policiesandproceduresBefamiliarwithpropertysafety,firstaidandfireandemergencyproceduresandoperateequipmentsafelyandsensiblyInitiateactiontocorrectahazardoussituationandnotifysupervisorsofpotentialdangersLogsecurityincidentsandaccidentsinaccordancewithhotelrequirementsKeyCompetenciesKeyTasksTakingResponsibilityStriveforconstantimprovementandtakeresponsibilityforyourownperformanceAdheretoInterContinentalHotelGroupCorporateCodeofConductAdheretoHotelHandbookandgeneralpoliciesandproceduresAdheretoFrontDeskPoliciesandProceduresReportproblemstoManagementwithsuggestionsforresolutionUnderstandingMyJobClarifiesownjobresponsibilitiesandlooksforopportunitiesthatwillincreaseskillsandjobknowledgeUnderstandshowtheirrolefitswithothersandcontributestothesuccessofbusinessUnderstandsthehotel’sfacilities,productsandservicesProvidesinformationwhenrequestedandpromoteshotel’sservices,facilitiesandspecialeventsImplementssectionproceduresandpoliciesasneededCustomerFocusBuildandmaintainpositiverelationshipswithallinternalcustomersandguestsinordertoanticipatetheirneedsAnticipateguestneeds,handleguestenquires,andsolveproblemsCreateapositivehotelimageineveryinteractionwithinternalandexternalcustomersAdheretohotelbrandstandardsMaintainahighlevelofproductandserviceknowledgeinordertoexplainandsellservicesandfacilitiestoguestsAssistguestsandescortthemtolocationswithinthehotelattheirrequestMaintainknowledgeofspecialprogramsandeventsinthehotelinordertorecognizeandrespondtoguestsneedsMaintaincurrentHotelinformationtobeabletoprovideinformationtoguestsTeamworkDemonstrateco-operationandtrustwithcolleagues,supervisors,teamsandacrossdepartmentsCommunicatewelltoensureeffectiveshifthand-overActivelyparticipateinorganizedmeetingsInteractwithdepartmentandhotelstaffinaprofessionalandpositivemannertofostergoodrapport,promoteteamspiritandensureeffectivetwowaycommunicationAdaptabilityBeopentonewideasandmakechangesinthejobandroutineasrequiredWorkinlinewithbusinessrequirementsCompletetasksasdirectedbyManagementDevelopingSelfDevelop/updateskillsandknowledge(internallyorexternally)toreflectchangedtechnologyorchangedworkrequirementsSeekfeedbackonareasofshortfallMaximizeopportunitiesforselfdevelopmentReliabilityEnsurethatyourworkqualitymeetsthestandardsrequiredandcompletetasksinatimelyandthoroughmannerwithminimumsupervisionFollowstandards,policiesandproceduresMeethotelattendanceandgroomingstandardsCulturalAwarenessWorkeffectivelywithcustomersandcolleaguesfromdifferentviewpoints,culturesandcountriesReplacementandTemporaryMissionTobeflexibleandwillingwhileaskingtofaceinanyareathatneedstobehelpedinanemergencyordifficultcircumstancesasassignedorrequiredbymanagement.Tobereadyandresponsibletoperformanyotherdutiesasdesignatedorrequiredbymanagementfromtimetotime.NoticeThisisahotelbusinessandafriendlyserviceatmospheremustbeprojectedatallthetimes.Managementreservestherighttomakechangestothisdescriptionatitssoledirectionwithoutadvancenotice. SUBJECT:REGISTERFITWhentheguestapproachFDcounter,thefollowingcheckinginprocedureshouldbeprocessed.当客人来到前台时，依照以下程序登记入住。1.Staffmakeseyecontactwhenguestapproachescounter. 在客人靠近前台时，应与客人有目光接触。2.Guestiswarmlygreetedatthecounterwithyoursmileandpleasantexpressions.“GoodMorning/afternoon/evening,Sir.” 微笑并热情礼貌地问候客人。 “早上好、下午好、晚上好，先生。”3.AskforpassportorIDforregistration.“MayIhaveyourpassportorIDforregistration?” 向客人索取护照或身份证进行登记。 “苦恼您出示护照或身份证登记一下，好吗？”4.Guestnameisusedduringtheregistration.(OnceyouknowguestsurnamefrompassportandID,youmustusetheguestnamethroughout.) 整个入住登记过程中都要称呼客人姓名。 （一旦你从客人护照或身份证上取得客人姓氏后，必须称呼客人姓氏。）5.Retrieveguestbooking.Asktheguest“Mr._____,isthisyourfirsttimetostayinourhotel?”Ifnot,youshouldsay“Welcomeback!Mr._____”Ifyes,youshouldsay“WelcometotheCrownePlazaHotelShenzhen!Mr._____”在系统里找出客人的预定。询问客人“XXX先生，这是您第一次入住我们酒店吗？”假如回答否，你应讲：“欢迎您回来，XXX先生。”假如回答是，你应讲：“欢迎入住深圳威尼斯皇冠假日酒店，XXX先生。” 6.PCRenrollment.“AreyouourPriorityClubmember,Mr._____?”Ifyes,putguestnumberinsystem.Ifnot,enrollguesttobeamember.优选俱乐部会员招募。 “您是我们优选俱乐部会员吗，XXX先生？” 如是，将客人的会员号码记入电脑系统。 如否，鼓舞客人加入。7.CheckAddRemarksifanymailormessageisbeingheldfortheguest.检查备注是否有留言或给客人的邮件。8.Confirmreservationdetails.“Mr.______,youwillbestayingwithusforXXnights,c/oonXXX?”“Youbookedournon-smokingdeluxeroomwithonekingsizebed.”(Iftheoccupancyisnothigh)“Youprefersmokingornon-smoking?”“Kingbedortwin?” 与客人确认预定细节。“XXX先生，您将入住XX晚，XX号退房，是吗？”“您订的是豪华房，不吸烟，一张大床，对吗？”（在入住率不高的情况下）“您需要吸烟依旧不吸烟的房间？”“一张大床依旧两张床呢？”9.Assigntheroom.Assigntheroomaccordingtoguestpreferenceinspecialservice.Alwaysgiveoptions,ifyoucannotoffertheroomthatguestprefer.Donotforgettoupselltheroomsandpackages. 分房。 依照客人喜好分配房间。 在你无法满足客人需要时，尽量给客人提供选择。 不忘了推销更高一级的房间和套餐服务。 Printoutregistrationcard.Ifit’sthefirsttimethatthegueststayswithus,obtainbusinesscardfromguestbysaying“Mr._____,mayIhaveyourbusinesscard?ThenIcanfillintheregistrationcardforyou.Ionlyneedyoursignaturehere.”Ifguestisreturnguest,youshouldsay“MayIhaveyoursignatureplease,Mr._____?”打印入住登记卡。假如客人是第一次入住酒店，尝试向客人索取名片“XXX先生，能够给我一张您的名片吗？那么我就能够帮您填写登记卡，您只需签个名就能够了。”假如客人是回头客，你应讲“请在这签名。”Askfordeposit.“Mr._____howwouldyouliketosettleyourbill?”(Ifsettledbycreditcard)“MayIhaveyourcreditcard,please?”(Ifsettledbycash)“IneedXXXfordeposit,Mr._____.”“Mr._____,thisisthereceiptofyourdeposit,pleasekeepitandreturntousuponcheckingout.”索取押金。“XXX先生，退房时您选择用如何样的方式结帐呢？”（假如用信用卡）“能够用一下您的信用卡吗？”（假如用现金）“我需要XX钞票作押金，XXX先生。”“XXX先生，这是您的押金条，请收好并在退房时交还给我们。”12.Confirmc/otimewithguest.“Mr._____,whattimewillyoubecheckingoutonXXX?”确认退房时刻。“XXX先生，请问您XX号预备几点退房呢？”13.Presentkeyholdertotheguest.“Mr._____,yourroomisonXXfloor,non-smokingandkingbedded!Thisisyourroomrate(useyourhandtopointout),plus15%servicecharge.Breakfastisinclusiveinourcoffeeshop(useyourhandtoshowtheguestwhereisthecoffeeshop)from6:30to10:30.”“Therateisforaccommodationonly.Butforyourinformation,ourcoffeeshopservesAmericanBreakfastfrom6:30to10:30.”将房卡给客人。“XXX先生，您的房间在XX楼，非吸烟大床房。您的房价在这（用手指出），加15％的服务费，包含咖啡厅早餐（用手指示咖啡厅位置），从6:30到10:30。”“房价没有包含早餐，但酒店咖啡厅提供美式早餐，从6:30到10:30。”14.Wishguestwouldhaveapleasantstay.“Thankyou,Mr._____,mycolleagueXXXwillshowyoutheroom.Enjoyyourstay.”(Ifguesthasnoluggage)“Thankyou,Mr._____,elevatorisoverthere.Enjoyyourstay.” 预祝客人入住愉快。 “感谢您，XXX先生，我的同事XXX会送您到房间。入住愉快。” （如客人无行李。） “感谢您，XXX先生，电梯在那边，入住愉快。”SUBJECT:CHECKOUTGUESTWhentheguestapproachFDcountertocheckout,thefollowingprocedureshouldbeprocessed.当客人来到前台退房，依照以下操作程序进行。Greetguest.“Goodmorning/afternoon,Sir/Madame.Checkingout?” 问候客人。 “早上好，下午好，先生，小姐。退房吗？”Ifanswerisyes.“MayIhaveyourroomnumberplease?AndmayIhaveyourroomkeyback?”(Onceknowguest’sname,pleaseaddressguestbysurname.)如答是。“请问您的房号？我能够收回房卡吗？”（一旦从系统中得知客人的姓名，要称呼客人的姓氏。）Askminibarconsumption.“Mr._____,isthereanylastminuteconsumptionfromminibarsincelastnight?”询问迷你吧消费。“XXX先生，从昨晚到现在有迷你吧消费吗？”Presentbilltoguest.“Mr._____,thisisyourbill,pleasedoublecheck.Ifitiscorrect,mayIhaveyoursignaturehereplease?”(Showtheguesttheplacetosign.)向客人出示帐单。“XXX先生，这是您的帐单，请确认。假如没有问题，请在这签名。”（给客人指出签名位置。）PCRprogram(IfyounoticetheguestisnotaPCRmember,introducetheprogramandenrollguest.)“Mr._____,wouldyouliketojoinourPriorityClub?ItisaFrequentTravelerProgramworldwide.Onceyouareourmember,ifyouspend1USdollarinthehotel,youmayget10pointsor2.5miles.Itistotallyfreeandnoblackoutdate.Ionlyneedyourbusinesscardforenrollment.” 优选俱乐部会员打算。 （如发觉客人仍未是优选俱乐部会员，向他介绍这项打算并邀请加入。）“XXX先生，您希望加入我们的优选俱乐部吗？这是洲际酒店集团全球性的常客打算。您一旦成为我们的会员，您在酒店每消费一美元，便可获得10个积分或2.5个飞行里程。这项打算完全是免费加入的且无限期。您只要给我一张您的名片便可加入了。”Askforpayment.“Willyouusethesamecreditcardtosettleyourbill?”or“Willyouusecashtosettleyourbill?”(IshouldrefundXXXtoyou.)结帐。“请问您依旧用同一张信用卡结帐吗？”或“请问您是用现金结帐吗？”（我要退回XX钞票给您。）Safetybox.“Isyoursafetyboxemptyinyourroom?”“Pleasemakesureeverythingiswithyou.” 保险柜。 “请问您房间的保险柜还有任何东西吗？” “请拿好随生物品。” Askgueststayingexperience.“Howwasyourstaywithus,Mr._____?”(Ifanswerispositive.)“Thankyou,Mr._____.Sowhenwillyoubeback?”(Ifguesttellsyouhe/shehasthereservationwithusforhis/hernextvisit,retrievethereservationandgiveguestconfirmationnumber.)(Ifguestwillbebackandnoreservation,makeoneforhimandgiveconfirmationnumber.)(Ifguesttellsyouhe/sheisgoingtoanothercity,checkwithguestwhetherhe/sheneedustobookoursisterhotelinthatcity,andtakeactionaccordingly.)“WouldyoulikemetobookoursisterhotelinShanghaiforyou?”询问客人入住经验。“住得还好吗，XXX先生？”（假如回答是确信的。）“感谢您，XXX先生。那么您什么时候再次光顾呢？”（如客人讲差不多做好了下次的预定，找出预定并告知确认号码。）（如客人尚未预定，为他预定并告知确认号。）〔如客人讲他要到不的都市，问客人是否需要帮他预定我们的姐妹酒店。〕“请问您是否需要我帮您在上海预定我们的姐妹酒店呢？”(Ifanswerisnegative.)“Thankyoutoletusknow.Iwilltellmymanagerpersonally.Sorryaboutanyinconveniencecausedtoyou.” （如回答是否定的。） “感谢您通知我们，我将告诉我的经理，特不抱歉给您造成的不便。”Passbilltoguest.IfguestneedsFaPiao,thenputFaPiaoandguestbillinThankYouenvelop,givetoguestwithbothhands.将帐单给客人。如客人需要发票，将帐单及发票一起放入信封，双手递给客人。Asktheguestifheneedsbellserviceforhisluggageandtransportation.“Mr._____,shallIcallabellboytocollectyourluggage?Wouldyoulikemetoarrangetransportationforyou?”询问客人是否需要我们的行李生帮他拿行李及订车。“XXX先生，需要帮您拿行李吗？需要帮您安排车吗？”Introduceyourselftoguest.“Iam_____,ifyouneedanyhelpinthefuture,youmaycontactmeormycolleagues.Wewillbehappytoserveyou.”介绍自己。“我是XXX，以后有需要，您能够联系我或我的同事，我们将专门乐意为您提供服务。”Bidfarewelltoguest.“Thankyouforstayingwithus,Mr._____.Hopetoseeyousoon.”“Haveaniceday!”,“Haveanicetriphome!”,or“Haveasafetrip!” 告不客人。 “感谢您入住我们酒店，XXX先生。希望您再来。” “祝您愉快。”，“旅途愉快。”或“预祝您有个安全的旅程。”SUBJECT:GROUPCHECKINFindoutgroupresumefromfile.Readitcarefully,especiallyguests’information,ETA,check-inarrangementandbillinginstruction.从文件夹中提取团队资料。认真阅读，特不是客人信息，到达时刻，入住安排和结帐方式。Opengroupmasterfolio,doublecheckchargeroutineaccordingtobillinginstruction.打开团队MASTERFOLIO，依照结帐方式再次确认MASTERFOLIO中的收费路径。Pre-blockroomsandinformHSKPtocleanupassoonaspossible.预先安排房间，通知客房部尽快打扫。Preparekeysforvacantrooms(Note:donotpreparekeysforoccupiedroomstoavoiddoublecheckin).Printoutgrouparrivalsummaryreport(Note:roomsintotalandratemustbeonreport)andkeepitwithroomkeys.预备空房的房卡。（注意：不能够预备被占用房间的，以防止双重入住）。打印团队到达报告（注意：报告中应有全部房间数及房价），并和房卡放在一起。Grouproomstatusshouldbemonitoredregularlytoensureallroomsarereadybeforegrouparrival.时刻留意房态，确保在团队到达前所有房间处于可卖状态。NamelistwithpassportandvisanumberorIDnumbershouldbeprovidedbytravelagentorcompanyinadvance.Ifwedon’thave,whengrouparrives,obtainitfromorganizerforexpresscheckin.OtherwiseeachguestshouldapproachFrontDeskindividuallyforregistration.领队或其公司应预先提供客人名单，护照，签证号码或身份证号。如无，当客人到达时，向组织索取以便快捷入住。否则，客人需要亲自到前台办理入住手续。Communicatewithorganizerforchargesthatwon’tbecoveredbytravelagentorcompanyandgetdepositforthesecharges.于组织者沟通，确认不由旅行社或公司支付的费用的付费方式。并对此部分收取押金。Obtainsignatureoforganizeronin-housegroupinformationformtherebyconfirmingthecheck-outtime,baggage-handlinginstructions,wake-upcallarrangementsandanyotherspecialrequests.组织者在入住团队资料表上签名，确认退房时刻，行李交接，叫早服务和其他特不需求。Giveroomkeys.发放房卡。Updatenecessaryinformationinsystemanddistributein-housegroupinformationformwitharrivalsummaryreporttotheconcerneddepartments.在电脑系统里输入必要的资料。分发入住团队资料表及到达报告到相关部门。KeeporiginalcopyofreportandnamelistintheRegistrationCardfolderofsmallestroomnumberinthegroup.保留原始报告和客人名单在最小的房号文件夹中。SUBJECT:GROUPCHECKOUTGreetgroupguestsandorganizer.问候客人及组织者。Asktourguidenameofthegroup.InformHSKPgroupcheck-out.Retrievein-housegroup informationform. 和团队导游确认团名并通知客房部退房。猎取入住团队资料表。Checkinformationinmasterfolioandindividualfoliocarefullyregardingpayment. 认真查看团队主帐单及每个客人帐单的付费情况。Cooperationwithorganizertogetroomkeysbackandcheckwithguestsminibarconsumption. 协同组织者收回房卡，和客人确认迷你吧消费。Printoutchargesthatarenotcoveredbytravelagentorcompany,andhanditovertoorganizer.Settlethosechargeswithorganizer’shelp.打印出不被公司或旅行社支付的费用的帐单给组织者。在组织者的关心下完成结帐工作。Checkoutstandingchargesregularly. 检查尚未结算的费用。Printoutbillofmasterfolioandaskorganizertosignonit. 打印主帐单，猎取组织者的签名。Attachreservationfax,roominglist,allsupportingbillswithmasterbill.Ifmasterfoliobalanceiszero,submittoAccount,otherwiseputallinc/owithbalancedrawerinbackofficeforfuturereference.附预定传真，房号表及所有小单于总帐单。如主帐单平帐为零，交由财务部，否则放于前台退房未结帐文件夹以备后需。SUBJECT:PCRENROLLMENTPriorityClubRewardisafrequencytravelerprogramofIHG,whichisimportantforourhotel,becausemembersrepresentasubstantialpartofourrepeatbusiness.优选俱乐部会员奖励打算是洲际酒店集团的常客打算，对我们酒店特不重要，因为会员扮演着重要的回头客角色。Toenrollamember,firstofall,youshouldbepreparedforseveralthings.要邀请客人成为会员，首先你得有所预备。Tobefamiliarwiththeprogram;Onlywhenyouarefamiliarwithalltheinformationofthisprogram,thenyoucanbeabletointroduceallconditionsandbenefitstoourguests,andtoattracttheirintereststobecomeourrepeatguest.熟悉会员打算。只有当熟悉了此打算的所有信息，你方能向客人介绍所有的入会条件及会员优惠，让客人有兴趣加入并成为我们的回头客。Identifyyourenrollingtarget;Youshouldknowwhichtypeofguestsarepossibletobeenrolledasourmembers,normally,frequenttravelersrequestingmileage,individualguestswhoisnottouristtravelers,corporateguests,guestwhotravelingtoorfromacountrywherewehavesisterhotels,etc;熟知你选择的对象。你应当知晓哪种类型的客人有可能被邀请加入我们的会员。通常是经常旅行并希望猎取飞行里程的客人，非旅行社客人，公司客及有我们姐妹酒店的国家来或去的客人。3.Deliverwhatyou’vepromisedtothenewlyenrolledmembers,whichisveryimportanttobothourguestsandourhotel.Itisthetimeforyoutohelphoteltobuildupcreditandimage,andkeepguestloyaltytohotel.向新加入的会员送达我们的承诺，对酒店和新会员都尤为重要。这是关心酒店建立信誉和提升形象的良机并保持客人对酒店的忠诚。Howtoenrollamember?如何邀请客人加入会员？Askguestifhe/sheisourPriorityClubmember;询问客人是否优选俱乐部的会员。Showguestthebrochureandintroducethebenefits,donotlistallthebenefits,emphasizethemostattractivebenefittoguesttodrawhis/herattention;让客人扫瞄会员手册并介绍会员所享有的优惠，只需强调最吸引客人的方面，引起其注意。Askguestifhe/shewishestoenroll;询问客人是否情愿加入。Askforguestnamecardtohelpguesttofilltheformtoreducetheburden,donotletguestfeeltroubletofilltheform;向客人索取名片以便关心客人填写会员申请表以减少客人的负担。Ifguestishesitated,donottrytopushguesttoenroll,giveguestonebrochureandsuggesthim/hertoreaditfirst;假如客人犹豫，不要强加。附送会员手册，建议客人先了解此打算。Makesurefollowupallthebenefitswhichguestentitlestoenjoy,likewelcomefruitplateandnewspaper,etc;确认跟进所有会员优惠，例假如盘，报纸等。Keyinguestmembershipnumberintoguestcurrentfolioandalsoguesthistorymast.(Ifhe/shehas.)在电脑系统中输入客人的会员号。客史中也需输入。Doublechecktheenrollmentform,makesureguestname,addressandairlinemembershipnumberareclearandcorrectbeforeyoupasstheformtoRSVN.再次确认申请表上客人姓名，地址和航空公司会员号清晰，正确，然后交由预定部。Remember:80%ofourgueststhinkthebenefitsandrecognitiontheyreceivedaremoreimportantthanthepointsandmileage;记住：80％的客人认为他们得到的优惠和被认知比起积分和里程更为重要。Makesure:youdeliverwhatyouhavepromisedtoourguests.确保：你送达对客人的承诺。SUBJECT:MAKEARESERVATIONActualityofreservationisveryimportant,itcanhelptocontrolroominventory,andalsoaffectguest’scheckinginexperience.WhenFrontDeskAgentmakesareservationforguest,thefollowingprocedureshouldbedone.预订的正确性十分重要，它有助于操纵酒店房间，也阻碍到客人入住经历。如前台职员为客人作预订，应例行如下：Telephonewasansweredwithin3rings.三声内接听电话。Greetguest.“Goodevening,FrontDesk,thisisXXX,howcanIhelpyou?”问候客人：“晚上好，这是前台，我是XXX，请问有什么能帮到您？”Confirmcheckinginandcheckoutdate.Checkroominventory.确认入住及退房日期。查看房情。Guest:“Iwanttomakeareservation.”客人：“我想作个预订。”Staff:“HowmayIaddressyou,sir?”职员：“我如何样称呼您呢，先生？”Guest:“ThisisStevenBrown.”客人：“我是STEVENBROWN。”Staff:“Mr.Brown,areyouourPriorityClubmember?”职员：“BROWN先生，请问您是我们酒店优选俱乐部会员吗？”Staff:“Didyoustayinourhotelbefore?AndmayIhaveyoucheckinginandcheckoutdate.”职员：“往常有住过我们的酒店吗？请问何时入住和退房呢？”(Askwhetherguestisreturnguest,inordertofindoutwhichpricehasbeenofferedbeforeandalsoguest’spreference.)（看客人是否有客史，依照客史资料找出往常提供的房价，以及客人的喜好。）Guest:“CheckinonXXXandcheckoutonXXX.”客人：“我将在XX入住，在XX退房。”(FrontDeskAgentmustlistencarefullyaboutcheckinginandcheckoutdate.Thencheckroominventoryproperly.)（前台职员需认真倾听入住时刻，退房时刻。查看房性。）Ifnoroomavailable,假如没有房间Staff:“Sorry,Mr.BrownhotelisfullybookedonXXX.Wouldyoulikemetoputyourreservationinwaitinglistorwouldyoulikemetorecommendanotherhotelforyou?”职员：“对不起，BROWN先生，在XX天房间已预订满了。您情愿我们把您的预订放在等候名单吗？或者推举其他酒店给您？“(Remember:PCRplatinummember’sbookingis72hoursguaranteebooking.)（记住：白金卡会员如提早72小时预订，酒店必须提供房间）Ifguestwouldlikeyoutoputhisreservationinwaitinglist,thereservationdetailsshouldbetakendown.如客人情愿被列入等候名单，我们要记下详细的资料。Recommendroomandquoteprice.推举房间并报价。Ifroomsareavailable,假如有空房，Staff:“Mr.Brown,willyoutravelalone?”职员：“BROWN先生，您一个人入住吗？“(Askthisquestion,inordertorecommendproperroomtypeaccordingtoguestneeds.Iftravelwithfamily,deluxeroomabovecategoryshouldberecommend.)（依照客人需要安排适当的房间。假如和家人入住，我们则推举豪华房以上的房型。）Staff:“Wehavesuperiorroom,deluxeroomandsuite,whichkindofroomwouldyouprefer?”职员：“我们有高级房，豪华房，套房，您喜爱哪种呢？”(Tobereadyforbeingaskeddifferencebetweendifferentroomcategoryandsellingprice.Don’tforgetupselling.)（预备好被客人询问各个房间的不同之处及房价。记住推销高等级的房间。）Makereservationinsystem.在电脑里作预订。(Doubleconfirmthespellingofguest’sname,ensureitiscorrect.)（确认客人姓名拼写正确。）Guaranteebookingandobtaincontactnumber.担保预订并提供确认号。Staff:“Mr.Brown,mayIhaveyourcheckingintime?”职员：“BROWN先生，请问您几点入住酒店呢？”Staff:“Mr.Brown,mayIsuggestyoutoguaranteeyourbooking,ashoteloccupancyishighonXXX.”职员：“BROWN先生，因为住房率比较高，因此我建议您担保您的预订。(Explainmeaningofguaranteebooking.)（向客人解释什么是担保预订）Staff:“Mr.Brown,yourbookingisguaranteed,ifyouareno-showonXXX,onenightroomratewillbechargedtoyourcreditcardaspenalty.Ifyouwouldliketochangeyourreservation,hotelshouldbeinformed24hoursinadvance.”职员：“BROWN先生，您的预订已被担保，假如当天您未到，我们会从你的信用卡收取一晚的房费。假如你的预订有变动，请在您原定入住日前24小时通知酒店。”Staff:“MayIhaveyourcontactnumber,Mr.Brown?”职员：“请留下您的联系电话，BROWN先生.”Offertransportationservice.提供接送服务Staff:“Bytheway,Mr.Brown,wouldyoulikeustoarrangepickupserviceforyou?”职员：“另外，BROWN先生，您需要我们为您提供接机服务吗？”Staff:“Forthetransportationservice,faxandcreditcardguaranteearerequired.Oncewereceivedyourfax,ourConciergewillcontactyouforarrangement.”职员：“有关接机服务，我们需要您通过传真预订和信用卡担保。一旦我们收到您的传真，我们礼宾部会尽快和您联系安排接机事宜。”Closeselling.结束卖房。(Repeatguest’sreservation.)（重复客人的预订。）Staff:“Mr.Brown,mayIrepeatyourreservationdetails?YouwillbecheckinginonXXX,andcheckingoutonXXX.Non-smokingandkingbeddeddeluxeroomforyou.ThepriceisRMBXXXpernightincludingdailybreakfast.Notransportationrequirement.TheconfirmationnumberisXXX.”职员：“BROWN先生，我为你复述一下您的预订，您在X月X日入住，X月X日退房，不吸烟一张大床的豪华房，房价是XX一晚，包一份早餐。您不需要接机服务。您的确认号是XXX。”(Providehoteladdress:OurhotelislocatedinOverseasChineseTown,oppositetoWindowOfTheWorld.)（提供酒店地址给客人:我们酒店座落于华侨城，世界之窗对面。）Thanksforthereservation.感谢客人来电。Staff:“ThankyouforchoosingCrownePlazaShenzhen,Mr.Brown.SeeyouonXXX.”职员：“感谢您选择深圳威尼斯皇冠假日酒店，BROWN先生，X月X日见。”SUBJECT:GROUPINFORMATIONCHECKRegistrationcardisthecontractbetweenhotelandguest,itmustbeabletoprovidethenecessaryinformation.WhenyouupdatetheregistrationcardintheLanmarksystemthefollowinginformationshouldbeconsidered.入住登记卡是酒店和客人之间的合同，它必需能够提供必要的信息。当在LANMARD系统中更新登记卡资料的时候，下列各项信息应该被考虑其中。Guest’sfullnameonpassportorID,includingEnglishandChinese.Guest’sgender.客人在护照或身份证上的全名，包括英文名和中文名。客人的性不。Guest’spassportorIDnumber,dateofbirthday,VISAtype,numberandexpiredate.客人在护照或身份证号，生日，签证种类，签证号码，签证有效期。Nationalityorarea,language.国家或地区，语种。Roomnumberandfolionumber,marketcodeandsourcecode.房间号码和确认号，MARKETCODE及SOURCECODE。Accuratenumberofguests,VIPstatus.准确的客人数及VIP级不。Roomrateandbenefits.(Especiallybreakfastisinclusiveornot.)房价和享有的优惠。 （特不是包不包括早餐〕Methodofpayment.(Attachvoucheratthebackofregistrationcard.Attachcreditcardimprintinthemiddleofregistrationcard.Ifguestpayscash,amountandkingofcurrencyshouldbeindicatedonregistrationcard.)付费方式。 （在登记卡的背后附上凭单。 在登记卡的中央附上信用卡单。 假如客人付现金，数量及币种应在登记卡上标明。）Contactnumberandemailaddress.(UpdateinAddRemarks.)联系电话和EMAIL地址。 （更新在备注中）Guestpreference.e.g.smoking,non-smoking,kingbed,twinbed,seaview,parkviewetc.客人的喜好。 （如；吸烟，非吸烟，大床，双床，海景房，园景房等等）Checkoutdate.(UpdatecheckouttimeintheTravelInf,ifyougotfromguestuponc/i.)退房日期。 （假如在客人入住猎取了客人的退房时刻须在TravelInf中登记）SUBJECT:FREEROOMUPGRADEUpgradesmayoccurwhenaroomtypereservedisnotavailableduetohighoccupancy.FrontDeskAgentoffersguestthenextroomcategoryandfixestheroomrate.Upgradesshouldonlybehappenedduringpeakseason.ItistheresponsibilityofallFrontOfficestafftosellroomsaccordingtoroomtypesavailableforsale.升级可能发生在高住房率时不能提供客人所定的房型。前台职员给客人提供高一等级的房间并锁定房价。升级房间只应在旺季时发生。前台职员有责任按房间类型来销售房间。Guestswhoareupgradedduetohighoccupancyshouldstayinthesameroomforthefulllengthofstayinordertominimizeinconvenienceforthem.Recommendupgradeoneortwonightsstayguestorpayinghighrateguest.由于高住房率，被升级的客人在其居停期间应被保证入住同一间房，以最小化为其带来的不便。建议为停留一至二天的客人或付高房价客人提升房间等级。DirectorofSales,FOM,AFOMandReceptionManagermayapproveupgrade