員工管理_無(wú)錫某酒店前臺(tái)員工培訓(xùn)資料11

前臺(tái)FRONT DESK FD部門(mén)/區(qū)域：DEPARTMENT/ AREA: FD 接待處FD RECEPTION 服務(wù)內(nèi)容/工作職責(zé)：SERVICE/ TASK:FD-SOP-018 團(tuán)隊(duì)登記入住FD-SOP-018 GROUP CHECK IN 標(biāo)準(zhǔn)：STANDARD: 快速，高效而準(zhǔn)確的登記入住Efficient, quick and accurate check in.賓客期望Guest expectation工作職責(zé)What to do?工作標(biāo)準(zhǔn)Standard of Performance能被認(rèn)出是團(tuán)隊(duì)的一員，迅速而高效的入住To be recognized as a part of the group and checked-in promptly and efficiently賓客抵店準(zhǔn)備工作Prepare for the arrival前臺(tái)團(tuán)隊(duì) 抵店前一天Front Desk Group - Prior to the day of arrival 與銷售部團(tuán)隊(duì)協(xié)調(diào)員保持聯(lián)系，隨時(shí)更新信息Liaise constantly with the sales group coordinator for additional information 從預(yù)訂部拿一份更新的團(tuán)員名單復(fù)印件Take a copy of the updated rooming list from reservations 在Fidelio系統(tǒng)中，進(jìn)入團(tuán)隊(duì)窗口，按enter鍵In the Fidelio system go to the groups press enter 按照分房名單輸入團(tuán)隊(duì)客人名字Enter the group name if given as per the rooming list 按enter鍵進(jìn)入整個(gè)團(tuán)隊(duì)分房單Enter to get the entire group rooming list 檢查系統(tǒng)中的所有姓名是否和入住名單上一致Check if all names in the system are correct according to the rooming list 檢察系統(tǒng)上的抵店離店日期是否正確Check if the arrival and departure dates are correct in the system 檢查是否所有房型都預(yù)分至電腦系統(tǒng)中Check if all room types are correctly blocked 檢查團(tuán)隊(duì)房?jī)r(jià)是否正確Check if the group rate is correct 確保每個(gè)房間入住人數(shù)正確Number of people occupying each room is rightly put 滿足特殊需求Special requests are met 滿足VIP需求VIP requests are met 付賬說(shuō)明清楚而正確地輸入系統(tǒng)Billing instructions are clear and correctly entered in the system 至少提前24小時(shí)分配房間Room have been allocated at least 24 hours in advance 付款或轉(zhuǎn)賬憑證已經(jīng)收到Relevant back up has been provided for any amount paid by third party 旅行社或公司與酒店有轉(zhuǎn)賬協(xié)議和賬戶The third party has a valid account with the hotel 當(dāng)天抵店On the day of arrival 如果同一區(qū)域不止一個(gè)團(tuán)隊(duì)入住，須標(biāo)明以分開(kāi) Tables must be labeled with letters if more than one check in the area 必須有足夠的筆供賓客在登記卡簽名Sufficient pens must be available for guests to sign their Registration cards 必須準(zhǔn)備好排班表，以保證足夠的員工Roster must be prepared so that sufficient staff is available 復(fù)查分配的房間Double check room allocated 所有房間鑰匙已做好并按順序排放（放在標(biāo)明房號(hào)和團(tuán)名的團(tuán)隊(duì)專用房卡套內(nèi)）All keys are cut and kept with proper numbering 努力了的才叫夢(mèng)想，不努力的就是空想！如果你一直空想的話，無(wú)論看多少正能量語(yǔ)錄，也趕不走滿滿的負(fù)能量！你還是原地踏步的你，一直在看別人進(jìn)步。賓客期望Guest expectation工作職責(zé)What to do?工作標(biāo)準(zhǔn)Standard of Performance團(tuán)隊(duì)抵店準(zhǔn)備工作Prepare for group arrival團(tuán)隊(duì)抵店準(zhǔn)備工作Prepare for arrival of group賓客關(guān)系部Guest Relations 排好班次，以保證足夠的人員當(dāng)班Roster to be done so that there are sufficient people on shift 房?jī)?nèi)的用品按標(biāo)準(zhǔn)準(zhǔn)備好（查房）Amenities are placed in the room as per standard 根據(jù)團(tuán)隊(duì)規(guī)模選擇方便的登記場(chǎng)所Choose a convenient location for the check in depending on the size of the group 檢查抵達(dá)酒店的交通工具Check the transport to the hotel 核對(duì)入住時(shí)間Check the time of check in 安排好準(zhǔn)確數(shù)目的歡迎飲料Correct number of welcome drinks have to be ordered 經(jīng)理或主管在大堂迎接Manager or supervisor to meet on arrival 禮賓部Concierge 排好班次，以保證足夠的人員當(dāng)班Roster to be done so that there are enough people on shift 如果酒店提供交通工具，主管與司機(jī)保持聯(lián)絡(luò)（司機(jī)在快到酒店時(shí)通知禮賓部）Supervisor liaises with the drivers if the hotel provides the transport 準(zhǔn)備行李標(biāo)簽Luggage tags are ready 安排好行李運(yùn)送Luggage delivery is organized賓客期望Guest expectation工作職責(zé)What to do?工作標(biāo)準(zhǔn)Standard of Performance準(zhǔn)備辦理團(tuán)隊(duì)入住Perform group check-in入住時(shí)On Check-in 在酒店主入口處迎接團(tuán)隊(duì)Meet the group inside the main entrance of the hotel 引領(lǐng)團(tuán)隊(duì)至團(tuán)隊(duì)登記區(qū)Lead the group to the check in area 團(tuán)隊(duì)成員入座后，送上冷毛巾和歡迎飲料Hand over the cold towels and welcome drinks to the group while they are seated 從領(lǐng)隊(duì)處收取憑證（如果被通知憑證領(lǐng)隊(duì)帶來(lái)）Take the voucher from the group organizer (if applicable) 指引賓客去登記的位置Direct the guests to where they have to register 分發(fā)入住登記表Give them the registration cards （如果需要）請(qǐng)領(lǐng)隊(duì)收齊護(hù)照Ask the group leader to collect the passports if applicable 復(fù)印護(hù)照并把護(hù)照還給領(lǐng)隊(duì)Take copies of the passport and return the passport to the tour leader if applicable 檢查是否所有入住登記表都已簽名Check if all registration cards have been signed 告知領(lǐng)隊(duì)關(guān)于早餐、游泳卡和其他消費(fèi)憑證的信息Give the group leader the information