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1、Standard Operation Procedures / Front Desk标准操作程序/前台STANDARD OPERATION PROCEDURES标准操作程序RECEPTIONIST前台接待国际酒店管理手册前厅/客房/餐饮/营销/工程/保安/质检/人事/行政/资料DEPARTMENT部门: Front OfficeJOB TITLE职务: ReceptionistTASK NO任务编号: 10TASK: Check in without Reservation-Walk in ( 1 of 3)EQUIPMENT REQUIRED设备要求: Fidelio Work statio
2、n WHAT TO DO要做什么HOW TO DO如何去做WHY为什么Greet guest.Identify.Confirm room configuration and rate.Collect ID and guest name card for registration.Fill in registration card.Greet guest upon guest approach front desk counter with smile by saying: “Good morning, Welcome to Sofitel Boao, May I help you, Sir/M
3、adam?Check system make sure guest has no reservation. Meanwhile check the guest history, make sure we follow the guest history information.Confirm rate and room number with guest by circling the rate on registration card. Do not speak out to avoid others hearing.By saying: “This is your room rate an
4、d room number. It is a non-smoking, king size bedroom. ”Meanwhile, say some thing to guest in order to create the good guest relationship by saying: “Mr. XX, how is your trip? Is this first time to Boao? How is your flight?”Politely collect guest ID or passport and name card for registration. Use tw
5、o hands to receive guest certificate and name card for completely address. Clearly, neatly, accurately and efficiency fill in the registration card for guest.If the walk in guest has the detailed profile record, do not ask for business card again.Every guest needs to be registered.Present our courte
6、sy and kindly service at first time.Clarify guest is walk in guest or with reservation to avoid no show reservation.Clearly confirm detail with guest to avoid making guest feel confused. Meanwhile, let guest feel our genuine care. Confidential reason.Give guests a home feeling.Show our hospitality.P
7、SB request. Avoid to let guest wait for too long time. Caring for guest patient. And ensure that all necessary information is reflected for guest history.We will do more in every customer contact.According to the PSB policy.PREPARED BY编写人: APPROVED BY批准: DESIGNATION名称Front Office Manager前厅经理前厅经理SIGN
8、ATURE/DATE签名/日期签名/日期DESIGNATION名称General ManagerSIGNATURE/DATE签名/日期签名/日期DEPARTMENT部门: Front OfficeJOB TITLE职务: ReceptionistTASK NO任务编号: 10TASK: Check in without Reservation-Walk in ( 2 of 3)EQUIPMENT REQUIRED设备要求设备要求: Fidelio Work stationWHAT TO DO要做什么要做什么HOW TO DO如何去做如何去做WHY为什么Invite guest to sign
9、R.CCollect guest payment.Confirm check out timeConfirm if need transportationExpress checks in and make room key to guest.Fill in welcome booklet.After completion of the registration card filling, politely invite guest to read and sign on registration card. Use two hands to present the registration
10、card to guest, as well as offer one pen.Politely collect payment from guest: credit card, travelers check or cash deposit acceptance procedure should be observed according to guest payment. The amount of cash deposit according to accounting policy.By saying: “ Mr. XX, How would you settle your payme
11、nt?”Polite confirms check out time with guest by saying: “ Mr. XX, may I reconfirm that your departure date is XX, may I know if you have any air ticket to be reconfirmed?”If yes, follow “guest check in with reservation procedure.Say: “Mr. XX, would you like to have limousine service upon your depar
12、ture?”Express checks in computer and make the room key.Fill in welcome booklet clearly, neatly and accurately.Care for guest understanding the information filled on registration card and sign for agreeing.Advance deposit should be collected to protect hotel benefit.Do more for the customer.Always do
13、 more for the customer.Care for guest patient and avoid to let guest wait for long time.Avoid any dispute in future and present guest our genuine and sincerely service with carefully workPREPARED BY编写人: APPROVED BY批准: DESIGNATION名称Front Office Manager前厅经理前厅经理SIGNATURE/DATE签名/日期签名/日期DESIGNATION名称SIGN
14、ATURE/DATE签名/日期签名/日期DEPARTMENT部门: Front OfficeJOB TITLE职务: ReceptionistTASK NO任务编号: 10TASK: Check in without Reservation-Walk in (3 of 3)EQUIPMENT REQUIRED设备要求设备要求: Fidelio Work stationWHAT TO DO要做什么要做什么HOW TO DO如何去做如何去做WHY为什么Confirm information with guest.Present welcome booklet and necessary items
15、 to guest with eye contact and smile. Ask if guest any else helpPass room key to bellboy.Receptionist sign on registration card.Get approval code for credit card.Attach items.Confirm guest name, room number, arrival date, and departure date and room rate with guest. Saying: “Mr. XX, this is your roo
16、m number and this is your room rate”Use two hands to present welcome booklet and necessary items to guest.Saying: “Mr. XX, my name is Scott, Im the receptionist, I do hope you will enjoy your stay, if is there anything I can do for you, please let me know.”Inform bellboy the room number.Receptionist
17、 signs on registration card. Update in the system Fidelio.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
18、 checking with the bank, we cant get approval code for your credit card, would you mind to tell me how are you going to settle your payment?” EDC voucher attach with registration card togetherCare for guest understanding on every detail information and request guest written agreement on information.
19、Care for the guest understanding, confidential reason.Use our sincerely and humility service to present our respect to guest.For future using.Check the credit card limit.We dont tell guest his/her credit card is declined because we should give guest face.Maintain respectUnder this situation, we should be very careful to talk to guest to maintain guest esteem.For filing.PREPARED BY编写人: APPROVED BY批准: DESIGNATION名称Front Office Manager前厅经理前厅经理SIGNATURE/DATE签名/日期签名/日期DESIGNATION名称SIGNATURE/DATE签名/日期签名/日期-酒店管理手册前厅、客房、餐厅、人事、保安、工程、营销、行政、总经办开业、入职、招聘、设计、程序、标准、SOP