講義案例教案rm-fo rec007check in fit guest

1、LOCAL STANDARD OPERATING PROCEDURESLSOP No.:RM FO FD -007Effective Date:Revised Date: Prepared by :Nov. 2010Divi:Front Office ReceptionSection:JeffreyApproved 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熱情，快捷地為客人登記。POLICY 政策：Ensu

2、ring correct registration details and secures payment method. Last guest aitiveimpresof ho前臺接待應(yīng)友善、快速、有效地進行登記。登記時要按照酒店的信用政策確認客人付款方式。使客人留下積極的第一印象。PROCEDURES 程序：1.Acknowledge the Guest by providing eye contact and smiling at 15 steps, usingverbal greetinged back bying the guest to our hoat 5 steps. Rep

3、eat guests areaddress their name. Address guest by his/her minimum 2times during whole check in pros.當客人走到 15 步距離時，通過目光接觸、微笑的方式向客人打招呼，當客人走到 5步距離時，口頭問候并歡迎客人光臨酒店，并主動提供幫助。在整個登記入住過程至少用客人的姓氏稱呼 2 次?！癎ood morning / afternoon / evening, Sir / Madam, Sanya Resort & Spa! May I please assist you?”eto Renaissan

4、ce“早上/下午/晚上好，先生/嗎？”，歡迎光臨三亞萬麗度假酒店！能為您效勞的“Good morning / afternoon / evening, Mr. /Ms. XX, Renaissananya Resort & Spa! How may I assist you?”e back to“早上/下午/晚上好，XX 先生/您效勞的？”，再次光臨三亞萬麗度假酒店,能為2.Confirm guest whether has areservation in advance. If no,mend 2-3types of room fuest to choose, up selling delu

5、xe room ocean view or suiteroom to guest according to guest preference. After guest make deci confirm the room type with him.,詢問客人是否提前有做過預(yù)訂，如果沒有預(yù)訂，介紹 2-3 種房型供客人選擇，并向客人適時推銷豪華海景房間或套房?！癉o you have a reservation with us, Sir/Madam?” “先生/，請問您是否有提前做過預(yù)訂？”If guest has no reservation, check the rooms availab

6、ility and quote theroom rate, Confirm departure date, room rate, room preference (e.g. roomview, smoking or nonsmoking, bed size, floor etc.), and spel requests,allocate the room accordingly. Guestsaddress is request to ask, forexle:如果客人沒有預(yù)訂，查看可賣房情況并且給客人提供房價，和客人確認離店日期，房價，對房間安排的喜好（如朝向，是否吸煙，床的大小以及樓層等）

7、及其它特殊要求，根據(jù)客人需要安排合適的房間, 同時需要詢問客人的電子郵箱聯(lián)系方式。比如：“Certainly, Sir/Madam, would you mind to wait a moment, let me check foryou.”“是的，先生/，讓我?guī)湍橐幌?，請稍等?！薄癕ay I know your departure date?” “我能知道一下您的離店日期嗎？”“We have Deluxe King, Deluxe King Ocean view and Corner Suite rooms available, which kinds of room do you pr

8、efer?”“可以為您提供豪華大床房，豪華海景大床房，還有套房，請問您喜歡哪一種房型？”“Our Deluxe King Ocean View room rate is RMB (net) or plus 15% surcharge after discount for one night, include/not include (two) breakfast.”“的豪華海景大床房是XX 元每晚，另外加收 15%的服務(wù)費(凈價),（不）包含兩份早餐?！薄癉o you prefer a smoking or nonsmoking room?” “您想要安排吸煙還是非吸煙房呢？“Mr. /Ms.

9、 XX, May I trouble you to offer me anfrequently used? “address which is“XX 先生/，能否麻煩您給我提供一個經(jīng)常被使用的電子郵箱地址嗎？“If the guest has reservation, you must reconfirm all of the informationwith the guest. For Exle:如果客人有預(yù)訂，你必須跟客人確認所有的信息。比如:“Yes, Mr. /Ms. XX, we have your reservation. You booked a .room, stay here

10、 for .nights, and your room rate is RMB(net) or plus 15% service charge and include one breakfast (not include breakfast.). Is t correct, Mr. /Ms. XX?”“是的，XX 先生/，有您的預(yù)定，您預(yù)定了一間房，住天，您的房價是（凈價）加上 15%的服務(wù)費，（不）包含早餐，請問對嗎？”3.ProperSystem.is required. Scan guests ID card or Passporto PSB請客人出示有效證件，并將證件信息掃描進入局酒店

11、管理系統(tǒng)?！癕ay I have your ID card/passport pleases, Mr. /Ms. XX?”“請問可以借用一下您的嗎？！”4.Recognize Marriott Rewards to determine if the arriving guest is a Marriott Rewards Member, and remind them of benefits, such as upgrades and amenities. All Marriott Rewards members will be arranged according to your prefe

12、rence, Marriott Rewards platinum member will be upgrade to Suit. If not a Marriott Reward member yet, enroll guest as a member.詢問客人是否為萬豪禮賞會員，并根據(jù)會員級別給予相應(yīng)的房間升級和待遇。所有萬豪禮賞會員將根據(jù)您的喜好安排。白金卡會員將升級至套房。如果客人還不是會員，向客人介紹該?？陀媱潯！癕ay I know are you one of our Marriott Rewards members pleases, Mr. /Ms.XX?”會員嗎？”請問你是的萬

13、豪禮賞“May I have your Marriott Rewards membership number?“您能告訴我您的萬豪禮賞會員卡嗎？”“It is free and simple to enroll as a Marriott Rewards member, you just need tofill out the enrollment form with youral information or give yourbusiness card to reception during the period of your stay, then you will beenrolled

14、 as our Marriott Rewards member on the spot. Once youe amember, you can earn Marriott Rewards Membos with every qualifyingstay at any of our Marriott ho hofree night award.s or resorts. It can be redeemed instantly for加入萬豪禮賞非常簡單而且是免費的，您只需要在您此次入住期間填寫一張會員申請表或是留給前臺一張名片，們的會員。一旦成為了萬豪禮賞就可為您辦理好申請手續(xù)，您即可馬上成為

15、我的會員。你將來在全球任何一家萬豪酒店或度假村入住都可為您的會員賬戶積分。并且累積到一定分數(shù)還可以在全球任何一家萬豪旗下的酒店或度假村去換取免費的房晚?！癇ecause you are our Marriott Rewards member, we have spe your room.lly arranged因為您是的萬豪禮賞會員，您的房間特別安排您的房間“Because you are our Marriott Rewards Gold/Platinum member, we will upgrade your room to our Next Category room/suite ro

16、om. “因為您是的萬豪禮賞金卡/白金卡會員，您的房間特別升級至更高一級房型/套房.“Mr. /Ms. XX, may I trouble you to choose the Rewards platinum member?”e amenity for Marriott“XX 先生/豪禮賞，請麻煩您挑選您的歡迎禮品。這些禮品都是白金卡會員而準備的?！本频陮ｉT為歡迎萬5.Reconfirm room booking and obtahe guest signature.再次確認并獲得客人簽名“MR/Ms., I just reconfirm your detailt you booked a n

17、on-smokingdeluxe king room for you. You will stay with us until (Date) .This is your roomrate. (Poto the RC and show guest the rate.) Your room rate (not) includesone breakfast.”“XX 先生/,您預(yù)定的是非吸煙的舒適大床房。您將會住到 X 月 X 號。這是您的房價（指向登記單房價處）,該房價（不）包含一份早餐?！薄癐f all information is correct, would you please sign

18、your name on the Registration Card？”“如果所有信息準確，請麻煩您在登記卡上簽名確認，?！?.The method of payment must be established and credit card impror cashdeit obtained.同客人確認付帳方式，要刷卡，現(xiàn)金要收預(yù)付定金?！癊xcuse me, Mr. /Ms. XX, May I know how would you like to settle your payment,by cash or by credit card?”“XX 先生/，請問您使用現(xiàn)金還是來支付您在入住期

19、間的押金呢？”By credit card:“May I have your credit card, please，Mr. /Ms. XX?”“XX 先生/嗎？！”，我可以借用一下您的-Swipe credit card through card machine to collect the authorization code.在終端機上刷卡取得號碼。-Keyhe amount of pre-authorization. The EDC will prout the slip of pre-authorization with credit card No. The amount of p

20、re-authorization should beCalculated as（Room charge Stay nights）x 1.5輸入預(yù)金額，終端機會打印出有的卡聯(lián)。預(yù)收取應(yīng)按（每日房費 x 入住天數(shù)來收取） 1.5-Remember for the domestic card, you need to ask the guest to sign on the credit card slip. This is the request of local b. And need to confirm the signature with the original one on the b

21、ack of card.一定要記住如果是國內(nèi)字，因為這是本地，一定要客人按照背面的簽名模版在卡單上簽的要求。-Ensuret the signature on the Registration Card is the same as on the backof the Credit Card before returning the card to the guest.在將還給客人前必須確保他在登記卡上的簽名與背面的簽名一致。-Double check the expiry date on the credit card.再次檢查的有效期限。-Attach the slip to the ba

22、ck of the Registration Card.將小單附在入住登記卡的后面“Mr. /Ms. XX, May I have your signature on the slip, please?”“XX 先生/，可以麻煩您在單上簽名嗎？！”-After the tranion, return the card to guest and saying:完成后，將卡交還給客人：“nk you for your credit card, Mr. / Ms. XX.”您的，XX 先生/?！盉y cash:現(xiàn)金“Mr. /Ms. XX, May I have RMBfor deit, pleas

23、e?”“XX 先生/作為您的房費押金，！”，需要Calculation: （Room charge Stay nights）x 1.5計算:（房費 x 入住天數(shù)） 1.5-When the guest passes you the money, you should say:當客人把錢遞給你，你應(yīng)該說：“nk you, Mr. /Ms. XX.”您，XX 先生/?！薄癕r. /Ms. XX, Here is your de deit receipt?”it receipt. May I have your signature on the“XX 先生/，這是您的押金收據(jù)。能麻煩您在收據(jù)上簽名確

24、認好嗎？”7.Prepare key card holder with room number.準備房卡夾并在房卡夾上寫明房號。8.Encode key card and insert放入房卡夾。he key card holder.9.Check reservation records or trace about deliveries waiting fuest. If thereis a delivery, check theinglogbook to see where its stored. Askguest to sign theinglogbook to show they ha

25、ve received their item.If there is message fuest, deliver the message to guestime.查看預(yù)訂或關(guān)于等待遞送給客人的郵件和留言。如果有客人的郵件，查看收到郵件日志，以知道郵件存放的地方。請客人在收到的郵件日志上簽字確認已經(jīng)收到物品。如果有客人的留言，及時將留言轉(zhuǎn)交客人。10. Show the guest his/her room number on the key card holder. Advise the floor and the direction of elevator to the guest.在房卡夾上所標明的客人房號，并告知房間所在樓層及電梯的位置。在將房卡鑰匙轉(zhuǎn)交給客人?！癕r. /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/lef nd. The breakfast place is on the second floor, (Name of restaurant), and breakfast time is from X am t