員工管理_無錫某酒店前臺員工培訓資料29

前廳部 FRONT OFFICE部門/區(qū)域：DEPARTMENT/ AREA: FD 接待處FD RECEPTION 服務內(nèi)容/工作職責：SERVICE/ TASK:FD-SOP-035 在前臺辦理結(jié)帳退房FD-SOP-035 CHECK OUT AT THE RECEPTION DESK標準：STANDARD: 離店手續(xù)必須保證效率，不能有四個以上賓客在排隊等待Departure completion should be efficient with individual queues not to exceed 4 guests.賓客期望Guest expectation工作職責What to do?工作標準Standard of Performance賬目準確Account to be accurate受到貴賓般的禮遇To be treated as a valuable customer沒有被催促的感覺 Not to be rushed結(jié)賬迅速To be able to settle the account in a speedy manner賓客走近接待處時認出賓客Acknowledge the guest as soon as he approaches the reception微笑并用眼神交流Smile and make eye contact以姓名稱呼賓客Use the guests name遞交賬單Present the bill與賓客核實Check with the guest 詢問賓客姓名并在電腦系統(tǒng)內(nèi)核對以確認房號Ask the guests name and confirm the room number once in Fidelio. 在對話中至少兩次用賓客的姓名?！癤先生，早上/下午/晚上好，可以問您做些什么嗎？ ”Use the guests name at least twice during conversation. “Good Morning/ afternoon/ evening Mr X How may I help you?” 如果正在接待另一賓客，向其問候，并說“先生，稍后我將為您服務”If you are dealing with another guest, acknowledge guest presence and say “I will be with you shortly, sir” 檢查賬單是否包含不該有的項目Check if the bill does not contain any unwanted items. 打印并遞交賬單給賓客，請其核查Print and present the bill, facing the guest and ask him /her to please check it 做好解釋任何費用的準備Be prepared to explain any charges. 賓客核查賬目時While the guest checking his account- 核對支付方式Verify the method of payment- 檢查行李是否已經(jīng)下來Check if his luggage is down- 致電客房部，詢問小酒吧事宜Take permission to call Housekeeping for the mini bar- 詢問賓客入住期間滿意度Check for customer satisfaction during his/her stay- 詢問賓客有否已預訂車輛Check if the guest has booked for transportation.- 提醒賓客保險箱是否使用過，并提醒護照和車票Check with the guest, if his safe is left open and remind him about his passport and ticket.- 立即解決賓客有爭議的費用，保證賓客滿意度Handle immediately all customer-disputed charges, so guest satisfaction can be assured.- 準備給客人最終的賬單Prepare and offer back up bills for the guest and include them with the final folio.- 詢問支付方式“X先生，您是用信用卡還是現(xiàn)金結(jié)賬”Check the method of payment with the guest, “How will you be settling your bill Mr. X, by credit card or cash?”- 檢查是否有未發(fā)的留言和郵件。提供協(xié)助關(guān)于運送行李，辦理離店手續(xù)，機場稅和交通等。Check for outstanding messages and mail. Offer assistance with luggage, departure confirmations, airport taxes and ground transportation.努力了的才叫夢想，不努力的就是空想！如果你一直空想的話，無論看多少正能量語錄，也趕不走滿滿的負能量！你還是原地踏步的你，一直在看別人進步。賓客期望Guest expectation工作職責What to do?工作標準Standard of Performance感謝賓客Thank the guest- 核實賓客行李已從房間拿下。如果沒有，詢問賓客行李數(shù)目并通知行李員，“ X先生，有人為您拎您的行李嗎？”Verify the guests luggage has been brought down from the room. If this has not been done, ask the guest how many pieces of luggage does he has and inform the bell man, “ Has somebody picked up your luggage yet Mr X?”- 提醒賓客是否還有東西存在保險箱Remind the guest if he has anything in the safe deposit box.- 詢問賓客入住期間滿意度，對不滿意作下紀錄，如果時間允許，解決問題，告知賓客將采取的措施；如果離店時無法解決，通知管理人員48小時內(nèi)聯(lián)系賓客解決問題Check for satisfaction during the stay, make a note of dissatisfaction, resolve the situation, time permitting, inform the guest of follow up action, if situation cannot be resolved upon departure, inform management who should contact the guest within 48 hours.- 感謝賓客的惠顧，并歡迎再次光臨Thank the guest for his/her patronage and invite to return- 客人抵店時確認客人離店日期Estimated departure date to be recorded upon arrival.- 告之賓客在機場/即將離開該國的特殊需求（比如出境簽證）Inform the guest of any special requirements at the airport/ when leaving the country (exit visas etc)迅速結(jié)賬To be able to settle my account in a speedy manner信用卡支付程序Procedure for payment by Credit Card 信用卡支付Payment by CC.- 如果信用卡壓印在入住登記表上，與賓客核對,”X先生/女士，您要用信用卡結(jié)賬嗎？”If credit card imprint is attached to the registration card, check with the guest “ will you be settling with your xxx card Mr/Mrs x? “- 使用入住時的預授權(quán)把費用計入賓客信用卡Charge to guest Credit Card using the authorization that was taken at check-in.- 和賓客確認，是否用同張信用卡，如“先生，我可以用您入住時給我們的維薩卡結(jié)賬嗎？”Check with the guest that is it going to be the same CC e.g. “May I charge your visa card that you gave us on check-in Mr. x”- 信用卡和打印出的賬單，賓客必須簽名Guest must sign the CC & the bill print out.- 詢問賓客是否需要帳單Ask the guest if he requires his supporting checks.- 為客人結(jié)帳，帳單歸零Bring balance to the zero in the Fidelio- 把信用卡單和發(fā)票放在結(jié)賬信封中Attached the CC copy and the invoice and place it in a checkout envelope.賓客期望Guest expectation工作職責What to do?工作標準Standard of Performance現(xiàn)金支付程序Procedure for payment by cash第三方支付程序Procedure for payment by third party 現(xiàn)金支付Payment by cash- 與賓客核實用現(xiàn)金支付Check with the guest that payment will be done by cash- 在Fidelio系統(tǒng)中輸入現(xiàn)金金額Close the account cash on Fidelio- 如果入住時用現(xiàn)金作押金，需要退款給客人If deposit paid at the check-in guest might be entitled to cash refund.- 填寫現(xiàn)金退款單注明結(jié)賬時退還訂金Fill out paid out slip “Refund of deposit on check-out”- 請賓客簽名，表示他已收到這筆錢Get guests signature indicating he/she received the money - 給賓客一份副本One copy is given to the guest - 第二個副本由收銀員留存Second copy retained by cashier 消費憑證或第三方支付（如公司）Payment by voucher or third party (e.g. company)- 如果賓客憑旅行社憑證入住，不應給其看到賬目If guest is staying with T/A voucher she/he should not see the account showing the room rate.- 將帳目作掛帳（前提是該旅行社與酒店有轉(zhuǎn)賬協(xié)議）Check the account to city ledger.- 如果公司結(jié)賬If it is company that settling the account 給賓客看帳目Show the account to the guest 請賓客簽名Ask guest to sign- 付款確認信中詳細說明由與酒店有轉(zhuǎn)賬協(xié)議的公司付費的項目應掛帳Any charge that specified as being paid by 3rd party in the correspondence should be checked-out to the city ledger.- 賓客支付其他費用The guest will settle any other charges.- 把確認憑證和發(fā)票的兩個副本放在一起Attached correspondence vouchers and two copies of invoices together.- 如果有任何疑問，查看是否有賓客簽名的票據(jù)If any query occurs refer to the signed guest checks.- 如果沒有找到，請示當班負責人，是否有需要為賓客減免此筆消費。If not found it would be necessary to rebate the charges- 如果金額超出，應予以改正If the amount is over, correction should be done- 不一致的要做扣減Difference should be rebated- 當班經(jīng)理/主管應在折扣憑證上簽字Shift leader on duty should sign the rebate voucher- 確認賓客收到所有消費憑證Check that the guest has collected all identification documents from the reception.- 向賓客道別，并感謝其入