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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: ReceptionistTASK NO任务编号: 40TASK: Check out group procedure (Page 1 of 2)EQUIPMENT REQUIRED设备要求: Fidelio work station/Bill
2、 folio/Group correspondenceWHAT TO DO要做什么HOW TO DO如何去做WHY为什么Greeting guest and tour leaderInquire group nameWithdraw group correspondence from “ In house group” bucket.Collect room keyInvite tour leader to inquire guest if there is any mini bar consumption in the room.Print out master bill folio and
3、 guests incidental bill folios. . Initiate to greet guest and tour leader with smile, say,“Good morning/Good afternoon/Good evening, Sir/Madam, will you check out.” Keep body straight up and eye contact.Politely inquire group name Check group information and ready for guest double check.Politely col
4、lect guest room key from tour leader for recycling use.Politely invite tour leader to inquire guest if use mini bar “Mr/Ms.XX, would you please ask the guests if they use mini bar.”If guest use mini bar, write what guest has used on Mini bar list and post the charge in computer. Print out guest inci
5、dental folios to tour leader for guest review and collecting payment, say, “Mr./Ms., Here is your group guests bill folio.” Print out group master folio for tour leader review.Initiate to greet guest to show our courtesy and sincerity to be ready to serve guest at first time and every time. To get a
6、ccurate guest information so as to provide precise service.Assist check out group immediately.Prepare all necessary materials well in case guest want double check, anticipate guest request to show our genuine service.Save cost, care about hotel expenseAvoid any revenue losses after guest departure,
7、use our politely manner to show our courtesy and respect to guest.Let tour leader be responsible to collect payment will save time. PREPARED BY编写人: APPROVED BY批准DESIGNATION名称Front Office Manager前厅经理SIGNATURE/DATE签名/日期DESIGNATION名称SIGNATURE/DATE签名/日期DEPARTMENT部门: Front Office JOB TITLE职务: Receptionis
8、t TASK NO任务编号: 40TASK: Check out group procedure (Page 2 of 2) EQUIPMENT REQUIRED设备要求: Fidelio work station/Bill folio/Group correspondenceWHAT TO DO要做什么HOW TO DO如何去做WHY为什么Invite tour leader to sign on master bill folio. .Collect payment for incidental charge.Post payment into computer.Check all inc
9、idental charge bill folioInform Concierge to release luggageBid fare well with guest.Check out group in computerFilingIf tour leader have no dispute on master bill folio, and payment for master bill folio is sending bill to company or travel agent, kindly invite tour leader to sign on master bill fo
10、lio.“ Mr./Ms.XX, if you agree to this bill folio, would you please sign here.” Use closed palm to point our signing areaUnder tour leaders assistance, collect all incidental charge payment from guest.Post payment for incidental charge into computer immediately. Consistently check all incidental char
11、ge bill folios to see if they have been settled.If all charge have been settled, and group master bill folio have been signed or paid by tour leader, inform concierge to release group luggage.Friendly bid fare well with guest, say“ Thank you for staying in Sofitel Boao, We wish you to come back agai
12、n and have a pleasant trip.”Check out group in computer immediately.File group correspondence, master folio group voucher if it is tour group and all necessary checks together .All master folio should be signed by tour leader for acknowledge the charge amount. Friendly cooperate with tour leader to
13、serve guest with our excellent service.Clearly monitor incidental charge settlement status.Avoid any revenue losses after guest departure, caring about hotel benefit. Only bill are settled and check out pocedure are finished, can group luggage be released.Sincerely appreciate guest to stay in Sofite
14、l Boao to show our courtesy, humility and warm service. Remember the last impression is the lasting impression.Finish group check out procedure in computer. Avoid forgetting to let vaccant room occupied in computer so as to affect room selling. Care about hotel revenue in our daily job.For Fiancial DEPARTMENT部门 checking and collect payment from company or travel agent.PREPARED BY编写人: APPROVED BY批准DESIGNATION名称Front Office Manager前厅经理SIGNATURE/DATE签名/日期DESIGNATION名称SIGNATURE/DATE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