《前厅部前台岗位技能培训标准国际星级酒店宾馆手册 RM-FO-GS-08-03 Check-in FIT Guest 散客入住.doc》由会员分享，可在线阅读，更多相关《前厅部前台岗位技能培训标准国际星级酒店宾馆手册 RM-FO-GS-08-03 Check-in FIT Guest 散客入住.doc（6页珍藏版）》请在taowenge.com淘文阁网|工程机械CAD图纸|机械工程制图|CAD装配图下载|SolidWorks_CaTia_CAD_UG_PROE_设计图分享下载上搜索。
1、LOCAL STANDARD OPERATING PROCEDURESLSOP No.:RM FO GS -08-03Effective Date:Division:Front OfficeRevised Date:Section:ReceptionPrepared by : Approved by:SUBJECT:Check In FIT 散客入住_OBJECTIVE目的：Guests must be registered and checked-in in a friendly and efficient manner热情，快捷地为客人登记。POLICY政策：Ensuring correc
2、t registration details and secures payment method. Last guest a positive first impression of hotel前台接待应友善、快速、有效地进行登记。登记时要按照酒店的信用政策确认客人付款方式。使客人留下积极的第一印象。PROCEDURES 程序： 1. Acknowledge the Guest by providing eye contact and smiling at 15 steps, using verbal greeting welcoming the guest to our hotel at
3、5 steps. Repeat guests are welcomed back by address their name. Address guest by his/her minimum 2 times during whole check in process.当客人走到15步距离时，通过目光接触、微笑的方式向客人打招呼，当客人走到5步距离时，口头问候并欢迎客人光临酒店，并主动提供帮助。在整个登记入住过程至少用客人的姓氏称呼2次。“Good morning / afternoon / evening, Sir / Madam, Welcome to Renaissance Sanya
4、Resort & Spa! May I please assist you?”“早上/下午/晚上好，先生/小姐，欢迎光临三亚万丽度假酒店！有什么能为您效劳的吗？”“Good morning / afternoon / evening, Mr. /Ms. XX, Welcome back to Renaissance Sanya Resort & Spa! May I please assist you?” “早上/下午/晚上好，XX先生/小姐，欢迎您再次光临三亚万丽度假酒店, 有什么能为您效劳的？”2. Confirm guest whether has a reservation in ad
5、vance. If no, recommend 2-3 types of room for guest to choose, up selling deluxe room ocean view or suite room to guest according to guest preference. After guest make decision, confirm the room type with him.询问客人是否提前有做过预订，如果没有预订，介绍2-3种房型供客人选择，并向客人适时推销豪华江景房间或套房。“Do you have a reservation with us, Si
6、r/Madam?”“先生/小姐，请问您是否有提前做过预订？” If guest has no reservation, check the rooms availability and quote the room rate, Confirm departure date, room rate, room preference (e.g. room view, smoking or nonsmoking, bed size, floor etc.), and special requests, allocate the room accordingly. Guests E-mail addre
7、ss is request to ask, for example:如果客人没有预订，查看可卖房情况并且给客人提供房价，和客人确认离店日期，房价，对房间安排的喜好（如朝向，是否吸烟，床的大小以及楼层等）及其它特殊要求，根据客人需要安排合适的房间, 同时需要询问客人的电子邮箱联系方式。比如：“Certainly, Sir/Madam, would you mind to wait a moment, let me check for you.”“是的，先生/小姐，让我帮您查一下，请稍等。”“May I know your departure date?”“我能知道一下您的离店日期吗？”“We h
8、ave Deluxe King, Deluxe King Ocean view and Corner Suite rooms available, which kinds of room do you prefer?”“我们可以为您提供豪华大床房，豪华海景大床房，还有套房，请问您喜欢哪一种房型？”“Our Deluxe King Ocean View room rate is RMB (net) or plus 15% surcharge after discount for one night, include/not include (two) breakfast.”“我们的豪华海景大床房
9、是人民币XX元每晚，另外加收15%的服务费(净价),（不）包含两份早餐。”“Do you prefer a smoking or nonsmoking room?” “您想要安排吸烟还是非吸烟房呢？“Mr. /Ms. XX, May I trouble you to offer me an email address which is frequently used? “XX先生/小姐，能否麻烦您给我提供一个经常被使用的电子邮箱地址吗？“ If the guest has reservation, you must reconfirm all of the information with t
10、he guest. For Example:如果客人有预订，你必须跟客人确认所有的信息。比如:“Yes, Mr. /Ms. XX, the room you booked is .room, you will staying with us for .nights, and your room rate is RMB(net) or plus 15% service charge and include one breakfast (not include breakfast.). Is that correct, Mr. /Ms. XX?”“是的，XX先生/小姐，您预定了一间房，住天，您的房
11、价是（净价）加上15%的服务费，（不）包含早餐，请问对吗？”3. Proper certificate is required. Scan guests ID card or Passport into PSB System.请客人出示有效证件，并将证件信息扫描进入公安局酒店酒店管理系统。“May I have your ID card/passport pleases, Mr. /Ms. XX?”“请问可以借用一下您的身份证吗？谢谢！”4. Recognize Marriott Rewards to determine if the arriving guest is a MarriottR
12、ewards Member, and remind them of benefits, such as upgrades and amenities. All Marriott Rewards members will be arranged according to your preference, Marriott Rewards platinum member will be upgrade to Suit.（up to hotel situation） If not a Marriott Reward member yet, enroll guest as a member.询问客人是
13、否为万豪礼赏俱乐部会员，并根据会员级别给予相应的房间升级和优惠待遇。所有万豪礼赏俱乐部会员将根据您的喜好安排。白金卡会员将升级至套房。(视酒店情况而定)如果客人还不是会员，向客人介绍推荐该常客奖励计划。“May I know are you one of our Marriott Rewards members pleases, Mr. /Ms. XX?”请问你是我们的万豪礼赏俱乐部会员吗？”“May I have your Marriott Rewards membership number?“您能告诉我您的万豪礼赏俱乐部会员卡卡号吗？”“It is free and simple to e
14、nroll as a Marriott Rewards member, you just need to fill out the enrollment form with your personal information or give your business card to reception during the period of your stay, then you will be enrolled as our Marriott Rewards member on the spot. Once you become a member, you can earn Marrio
15、tt Rewards Member points with every qualifying stay at any of our Marriott hotels or resorts. It can be redeemed instantly for hotel free night award. 加入万豪礼赏俱乐部非常简单而且是免费的，您只需要在您此次入住期间填写一张会员申请表或是留给前台一张名片，我们就可为您办理好申请手续，您即可马上成为我们的会员。一旦成为了万豪礼赏俱乐部的会员。你将来在全球任何一家万豪酒店或度假村入住都可为您的会员账户积分。并且累积到一定分数还可以在全球任何一家万豪旗
16、下的酒店或度假村去换取免费的房晚。“Because you are our Marriott Rewards member, we have specially arranged your room.因为您是我们的万豪礼赏俱乐部会员，我们将您的房间特别安排您的房间“Because you are our Marriott Rewards Gold/Platinum member, we will upgrade your room to our Next Category room/suite room. “因为您是我们的万豪礼赏俱乐部金卡/白金卡会员，我们将您的房间特别升级至更高一级房型/套
17、房. “Mr. /Ms. XX, may I trouble you to choose the welcome amenity for Marriott Rewards platinum member?”“XX先生/小姐，请麻烦您挑选您的欢迎礼品。这些礼品都是我们酒店专门为欢迎万豪礼赏俱乐部白金卡会员而准备的。”5. Reconfirm room booking and obtain the guest signature.再次确认并获得客人签名“MR/Ms. XXX, I just reconfirm your detail that you booked a non-smoking co
18、mfort king room for you. You will stay with us until (Date) .This is your room rate. (Point to the RC and show guest the rate.) Your room rate (not) includes one breakfast.”“XX先生/小姐,您预定的是非吸烟的舒适大床房。您将会住到X月X号。这是您的房价（指向登记单房价处）,该房价（不）包含一份早餐。”“If all information is correct, would you please sign your nam
19、e on the Registration Card？”“如果所有信息准确，请麻烦您在登记卡上签名确认，谢谢。”6. The method of payment must be established and credit card imprint or cash deposit obtained.同客人确认付帐方式，信用卡要刷卡，现金要收预付定金。 Guests who wish to settle their account by cash must be asked to provide a deposit at 1000*n (room rate already settled) or
20、 room rate +1000 per night要以现金方式结账的客人，在入住时必须用现金作担保,房费已支付的客人为RMB1000*房晚.房费未支付的为房费+RMB1000 每晚“Excuse me, Mr. /Ms. XX, May I know how would you like to settle your payment, by cash or by credit card?”“XX先生/小姐，请问您使用现金还是信用卡来支付您在入住期间的押金呢？7. Prepare key card holder with room number and departure date.准备房卡夹
21、并在房卡夹上写明房号和离店日期。8. Encode key card and insert in the key card holder.钥匙放入房卡夹。 9. Check reservation records or trace about deliveries waiting for guest. If there is a delivery, check the incoming mail logbook to see where its stored. Ask guest to sign the incoming mail logbook to show they have recei
22、ved their item. If there is message for guest, deliver the message to guest in time.查看预订记录或跟踪报告关于等待递送给客人的邮件和留言。如果有客人的邮件，查看收到邮件日志，以知道邮件存放的地方。请客人在收到的邮件日志上签字确认已经收到物品。如果有客人的留言，及时将留言转交客人。10. Show the guest his/her room number and room rate on the key card holder. Advise the floor and the direction of ele
23、vator to the guest. 指出在房卡夹上所标明的客人房号、房价，并告知房间所在楼层及电梯的位置。在将房卡钥匙转交给客人。“Mr. /Ms. XX, This is your room number. (Show guest the key card holder), its located on XX floor. The elevator is in front of your right/left hand. The breakfast place is on the second floor, (Name of restaurant), and breakfast time
24、 is from X am to X am every morning.”“XX先生/小姐，这是您的房号（指向欢迎卡），房间在X楼，电梯在您的右手侧前方。酒店早餐在二楼（XX餐厅）从早上X点到X点”11. Introduce our self to guest and leave the truly impression to guest.员工介绍自己给客人并在办理入住结束时争取给客人真诚为客人服务的印象。“Mr. / Ms. XX, my name is XXX in reception. If your need any assistance, please contact our Del
25、ighted To Serve Center or reach me directly. Well at your service in 24hrs during your stay.”“XX先生/小姐，我是前台的XXX。如果您需要任何的帮助，请联系我们宾客服务中心或者直接联系我。我们会在您入住期间24小时随时为您服务。”12. Offer Luggage Assistance.帮助客人将行李拿到房间。13. Arrange a bellman to escort guest to his/her room.安排一名礼宾员带客人到房间。“Mr. / Ms. XX, This is XX fro
26、m Concierge. He will escort you to your room.”“XX先生/小姐，这是来自礼宾部的XX. 他会带您到您的房间。”14. Thank guest for their loyalty & wish guest a pleasant stay. 感谢客人对我们酒店品牌的忠诚并祝客人入住愉快。“Mr. /Ms. XX, thank you for choosing our Hotel again! I wish you have a pleasant stay”XX先生/小姐，感谢您再次选择三亚万丽度假酒店。祝您入住愉快！”Reviewed by : Approved by: _ Division Head General Manager6