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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 Office JOB TITLE职务: Receptionist TASK NO任务编号: 35TASK: Check out guest with transferring (Page 1 of 2)EQUIPMENT REQUIRED设备要求设备要求: Fidelio work
2、 station/Bill folio/Transfer voucherWHAT TO DO要做什么要做什么HOW TO DO如何去做如何去做 IT如何去做如何去做WHY为什么Greeting guestInquire guest room number and collect room key back Inquire guest if there is any mini bar consumption in the room.If guest claim the bill will be transferred to another rooms, check Liability form1
3、) If there is no liability form signed by paying guest in advance, tell guest the signature of paying guest is neededExplain bill folio to paying guestInvite paying guest to sign one liability form Initiate to greet guest with smile, say,“Good morning/Good afternoon/Goodevening, Sir/Madam, May I hel
4、p you.”Keep body straight up and eye contact.If guest claim to check out, say,“Sir/Madam, May I have your room number and room key, please.Politely asks guest: “Mr/Ms.XX, Do you use your mini bar in your room last night.” If guest use mini bar, write what guest has used on Mini bar list and post the
5、 charge in computer. Check if one liability form of payment attached to either of two rooms registration card.If there is no liability form signed in advance, politely explain to check out guest that one liability form needed to be signed by paying guest. Say, “Mr./Ms. XX, would you please invite Mr
6、./Ms. YY to sign one liability form for your room charge transferring.”Clearly and friendly explain guest bill folio to paying guest Kindly invite paying guest to sign one Liability form and checking out guest sign on his/her own bill folio. Initiate to greet guest to show our courtesy and sincerity
7、 to be ready to serve guest at first time and every time. To get accurate guest information so as to provide precise service.Avoid any late charge after guest departure, use our politely manner to show our courtesy and respect to guest. Written approval by payer is definitely requested to protect ho
8、tel.Caring about hotel benefits is one of every receptionists responsibility.Clearly and politely explain hotel policy to guest, to let guest feel friendly and acceptable.Help guest understand WHY为什么 and what will be transferred to his/her room charge, let guest feel friendly and conveniently.Writte
9、n approval from paying guest and written acceptance from checking out guest both are important. PREPARED BY编写人: APPROVED BY批准DESIGNATION名称SIGNATURE/DATE签名/日期签名/日期DESIGNATION名称SIGNATURE/DATE签名/日期签名/日期DEPARTMENT部门: Front Office JOB TITLE职务: Receptionist TASK NO任务编号: 35TASK: Check out guest with transf
10、erring (Page 2 of 2)EQUIPMENT REQUIRED设备要求设备要求: Fidelio work station/Bill folio/Transfer voucherWHAT TO DO要做什么要做什么HOW TO DO如何去做如何去做 IT如何去做如何去做WHY为什么2) If liability form is acceptable, print out one bill folio Confirm balance with guest.Invite guest sign on bill folio. If guest has safe deposit box,
11、remind guest to close the boxCheck if guest need any else helpBid fare well with guest. Transfer part or full of charge to receivers room account. Check out guest folio in computerFile check out guest bill folio in receivers room bucket.If liability form is acceptable, print out one bill folio for g
12、uest.Confirm balance with guest, if balance is credit, say, “Mr/MsXX, your credit balance is RMB3000, am I right”.Politely invite guest to sign on bill folio If we have record that guest still hold one safe deposit box, inform guest to close the box. Confirm with guest if they need any else help, sa
13、y” Mr./Ms.XX, Is there anything else I can do for you.” Bid fare well guest, saying“ Mr./Ms., Thank you for your staying in Sofitel Boao, we wish you to come back again and have a pleasant trip.” Transfer part or full of charge to receivers room account according to guest instruction.Check out guest
14、 folio in computer immediately, and file bill folio, Cash refund voucher, guest registration card together well.File check out guest registration card, guest checks and bill folio signed by receiver well in receivers room bucket.For guest checking.Respect guest decision right, let guest feel our hum
15、ility and self-esteem. Bill folio sign by guest for proving to the paying guest that these charge are accepted by checking out guest. Remind guest dont forget anything left at hotel. Anticipate guest request show our caring about guest at every time. Sincerely appreciate guest to stay in Sofitel Hot
16、el to show our courtesy, humility and warm service. Remember the last impression is the lasting impression. Carefully finish transferring for guest in computer; any mistake will cause hotel losses and precise service principle. Avoid forgetting check out guest room in computer that will cause loss of hotel room revenue. Caring about hotel revenue at every time. In case receiver check in future, anticipate guest request.PREPARED BY编写人: APPROVED BY批准DESIGNATION名称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