国外酒店前厅接待标准工作程序英文

1、AA SANYA RESORT & SPA FRONT OFFICESTANDARD OPERATION PROCEDURE MANUALGuest Service Agent HillonAA SANYA RESORT & SPA FRONT OFFICESTANDARD OPERATION PROCEDURE MANUALGuest Service AgentAA SANYA RESORT & SPA FRONT OFFICESTANDARD OPERATION PROCEDURE MANUALGuest Service Agent #HillonAA SANYA RESORT & SPA

2、 FRONT OFFICESTANDARD OPERATION PROCEDURE MANUALGuest Service AgentINDEXUse arrtvei file and correepondenca2匕 Check-in a gueet with booking in advanceWalk In a guest!5Ragister for an individual guestHancfle guests Inquisition7Check and action the trace reportSEnter guest ms&ssge and locatorSVIP prep

3、aration11VIP check in procedure12Safe deposit box regulation and procedure伯Arrival group preparation16Group check-in procedureisBlock a room21Handle late check out requisition22Extend a guest stay23Hancfle a room movingHancfle a guests complaint25Payment by credit cardPayment by cdsh-registration27P

4、ayment by voucher-regiBlration-Payment by company-registrationAASanya Resort & Spa金茂三亚希尔桢大酒店AA SANYA RESORT & SPA FRONT OFFICE STANDARD OPERATION PROCEDURE MANUAL饱Hillon4Guest Service Agent2QCredit frequent flyer miles30Work with your Host3134. Accept cash deposit prior to a guests arrivalS2一How to

5、do a manual pcetingRebate a charge3421. How to i&aue a pakj-out35How to cash a traveller chequeSBHow to exchange a foreign currency- 一Accept payment by credit csrd39Accept a voucher payment40How to check out e guestHow to make an audit42M- Balance the cashier float盛S5- Balance the cashier float44AA

6、SANYA RESORT & SPA FRONT OFFICESTANDARD OPERATION PROCEDURE MANUALGuest Service Agent饱HilhmAA SANYA RESORT & SPA FRONT OFFICESTANDARD OPERATION PROCEDURE MANUALGuest Service AgentAA SANYA RESORT & SPA FRONT OFFICESTANDARD OPERATION PROCEDURE MANUALGuest Service Agent饱HilhmAA SANYA RESORT & SPA FRONT

7、 OFFICESTANDARD OPERATION PROCEDURE MANUALGuest Service AgentHillonWNn 4 * |M2&22. Credit fneqnt flyer miles3022. Work with your ftost31Accept cash deposit prior to a guests arrivalHow to do a manual posting一Rebate a charge342?. How to issue a pd-out35How to cash a traveller chequeSBHow to exchange

8、a foreign currency38Accept payment by credit card舶Accept a voucher payment40How to check out a guestS3. How to make an audit42M. Balance the cashier float13&5. Balance the cashier floatHillonA、Guest Service Agent44AA SANYA RESORT & SPA FRONT OFFICE STANDARD OPERATION PROCEDURE MANUALDEPARTMENT: FRON

9、T DESKWHAT (STEPS)TASK:USE ARRIVAL FILE AND CORRESPONDENCEHOW (KEY POINTS)EQUIPMENT:WHY (REASONS)1 Get toda/s arrival file and correspondencesTake the arrival day file from the front desk trace He cabinet in the back office in vrfilch the reservation should give tha arrivals file copy in one day adv

10、ance.If tharo is a query on check-in, the Infonnation Is easily and qulddy obtained.2 Locale correspondenceBy looking into the guest name on the documents for easy to find out the related guest registration card kept in the arrival guests cabinet at front desk. Attach tho correspondence on that regi

11、stration card and put badc lo the correct arrival bucketIf (he guest is in front of you and has a query you need to know what Infonnation exists relating to his booking3 Verify the correspondenceRead Ihs correspondenca/rdfiervation shMl and compare with the computerTo ensure the information from the

12、 correspondence has been correcdy Input In the computer.4 Explain the infomnatioa lo the customerBy saying: Mr Wang, your reservation was booked by Mrs. Gold, and the rate was confirmed at XXX the details have been sent to Mrs. Gold by fax on (date).The customer must know what raid he will be charge

13、d and why the mteunderetandinc occurred.ALWAYS THAT THE RATE IS NOT CONRDENT1AL BEFORE GIVING OUT ANY INFORMATION TO A CUSTOMER5 Apologise If you were wrongtf your oormspondertca confirms the information the guest gave you, say: Mr Wang, 1 have the correspondence in front of me. The information you

14、gave me is correct. The room rate will be XXX. Please dccapt my apologies for tha mistake If we make a mistake we always apologise, H Is ths only way to repair the damage done to the customs perception of our hoteTs service.6 Use the reservation correspondence to cross-chdck If the reservation is ov

15、orbookigGrose check oorrospondenoe wtth arrival raport and varify tha method of confirmation.To ensura the bookings you called the gu&st in case of No Show.AA SANYA RESORT & SPA FRONT OFFICESTANDARD OPERATION PROCEDURE MANUALGuest Service Agent AAAA SANYA RESORT & SPA FRONT OFFICESTANDARD OPERATION

16、PROCEDURE MANUALGuest Service AgentAA SANYA RESORT & SPA FRONT OFFICESTANDARD OPERATION PROCEDURE MANUALGuest Service Agent #AAAA SANYA RESORT & SPA FRONT OFFICESTANDARD OPERATION PROCEDURE MANUALGuest Service Agent饱Hilhm4Guest Service AgentAADEPARTMENT: FRONT DESKWHATJSTEPS)TASK:USE ARRIVAL FILE AN

17、D CORRESPONDENCEHOW (KEY POINTS)EQUIPMENT:WHY (REASONS)1 Got toda/s arrival file and correspordGnc66Take the arrival day file from the front desk trace file cabinet In the back office in wtilch the raservation should give tha arrivals file copy in one day advance.If thaca is a query on check-ln. the

18、 information i& easily and quiddy obtained.2 Locate correspondenceBy looking into ths guast name on the documents for aasy to find out the related guest registration card kept in the arrival guests cabinet at front desk. Attach the correspondence on that registration card and put back to the correct

19、 arrival bucketIf tbo guest is In front ot you and has a query you need to know what information exists relating to his booking3 Verify the oorreepondenceRead ths correspondenca/rdGervation shdel and com para with the computerTo en&uro Uie information from the correspondence has been correcdy Input

20、In the computer4 Explain the infonnatiofi lo thd customerBy saying: Mr Wang, your reservation was booked by Mrs. Gold, and the rate was confirmed at XXX, the details have been sent to Mrs. Gold by fax on (date).The customer must know whal raid he will be charged and why the misunderstanding occurred

21、.ALWAYS THAT THE RATE IS NOT CONADENTIAL BEFORE GIVING OUT ANY INFORMATION TO A CUSTOMER5 Apologise if you were wrongtf your conesponderkce confirms lhe informatkxi the guest gave you. say: Mr Wang, 1 have the correspondence in front of me. The information ycxj gave me Is correct. The room rate will

22、 be XXX. Please accept my apologies for the mistake?If we make a mistake we always Hpologiee, H is tha only way to repair the damage done to the customers perception of otir hot# service.6 Use the reservation correspondenod to cross-chdck If the reservation is overbookingCro6$ check oorresponddnoe w

23、ith arrival rdport and verify tbd method of confirmation.To ensure ttie bookings you called the guest in case of No Show.AA SANYA RESORT & SPA FRONT OFFICE STANDARD OPERATION PROCEDURE MANUALDEPARTMENT: FRONT DESKWHAT (STEPS)TASK:CHECKIN A GUEST WITH BOOKING IN ADVANCEHOW (KEY POINTS)EQUIPMENT:WHY (

24、REASONS)1 Greeting guestBy saying: Good morning/afternoon/evaning, may I help you? / Is there anything I can do for you7Show the courtasy to guests and guide guest to state what he wants us do.THE GUEST SAID HE WANT TO CHECK IN2 Inquiry the gue&t has raeervation in advance or nolBy saying:，Yes sir.

25、may I know do you ha/e a room reeervation in advance?*Identify this te a guest who ha& advance booking or a walk-in guest.THE GUEST SAID HE HAS A BOOKING ALREADY3 Inquiry the guests name .company name or agent name.Inquiry guest name, saying: May 1 have your surname, sir?tf the gudst name can not be

26、 found out in the computer, we should try hifi possibla company name by saying: * Mr. Wang, may 1 have your company name, maybe.* Same as lhe agent.Ensure wb can found ouf the correct booking in computer. Sometimes, the guest name was spelled wrong: wb ne&d lo try his company or agent name.4 Repeat

27、the reservation detafls after found out the exiting booking In systemWe should double confirm the booking details with guasteell upon check In, the details includes the room nights, room rate, in-housa person no and the possible special requisition with the exception of the travel agent booking for

28、tho room rat confirmation.Ensure the booking details are correct and confirmed5 Guest registrationGet the guests ID or passport by saying: Mr. Wang, may 1 have your ID or passport for ragislrallon and would you please help us fill this reglslralion card, lhank you very much.* We need to get thd gue&

29、ts full name, $6x. birthday, and ID 1 passport number For the foreign guests, we neod to get the Visa type and valid dale addltionaRy according to the PS0 regulations. (DETAILS IS IN THE SOP OF REGISTER FOR GUEST)Ensure we gel t膈 possible full Infonnatlon of the guest and easy to update into the pro

30、file and submit to the PS8 office6 Ctidck the registration card quality and request the guests address and signatureAfter the guest flntehed filling the RC, the GSA should check weather the information is correct or not by comparing Mtth Ibd guests ID/passport Then, raquast the guest address and sig

31、nature by saying: Mr Wang, would you p4dase write down your contacting address and signature, thank yourEnsure the Information is correct and the sigrwture means acknoMlddgernent for the details on the RC and the stays In AA Sanya Resort & Spa.7 Got lhe payment from the guestsBy saying: Mr. Wang, ma

32、y 1 know how youd like to settle your room account by credit card or cash?* For credit card, take the card & pint on tbs card slip or the RC. For cash, count as XXX Take the cash and Issue a receipt from the computer to guest and remind him hand It back to cashier upon check out.Ensure get a valid c

33、redit card guarantee or deposit in the gudst*s account.AA SANYA RESORT & SPA FRONT OFFICEHHlonSTANDARD OPERATION PROCEDURE MANUALt:,:二二*Guest Service Agent饱HilhmAA SANYA RESORT & SPA FRONT OFFICESTANDARD OPERATION PROCEDURE MANUALGuest Service AgentAAAA SANYA RESORT & SPA FRONT OFFICESTANDARD OPERAT

34、ION PROCEDURE MANUALGuest Service AgentHilionAA SANYA RESORT & SPA FRONT OFFICESTANDARD OPERATION PROCEDURE MANUALGuest Service AgentAAAA SANYA RESORT & SPA FRONT OFFICESTANDARD OPERATION PROCEDURE MANUALGuest Service AgentHilionAA SANYA RESORT & SPA FRONT OFFICESTANDARD OPERATION PROCEDURE MANUALGu

35、est Service AgentHillonA、Guest Service AgentDEPARTMENT: FRONT DESKWHAT (STEPS)TASK:CHECK-IN A GUEST WITH BOOKING IN ADVANCEHOW (KEY POINTS)EQUIPMENT:WHY (REASONS)1 Greeting guestBy saying: Good morning/aftemoon/svenlng, may 1 help you? /1& there anything 1 can do for yxj?Show the courtesy to guests

36、and gulda guest to state what he wants u& do.THE GUEST SAJD HE WANT TO CHECK IN2 Irkquiry the gcidfit has reservation In advance or notBy saying: Yes sir, may 1 know do you have a room reservation in advance?*Identify tfiis is a guest who has advance booking or a walk-in guest.THE GUEST SAJD HE HAS

37、A BOOKING ALREADY3 Irvqulry ths guests name .company name or agecit nama.Inquiry gus&t name, saying: May 1 have your surname, slrTIf the gudst name can not be foci nd out in the computer, we should try his possibla company name by saying: Mr Wang, may 1 have your company name, maybe. Same as lhe age

38、nt.Ensure we can found out the corred booking in compulec. Someiimee, Ihs guest name was spelled vwong: wq need lo try his company or agent name.4 Repeat the reservation details after found out the exiting booking in systemWe should double conflrm the bootung details withupon checkIn, the details In

39、dudas the room nights, room rate, In-hou&e person no and the possible &pdcial requisition with the exception of the travel agent booking for the room rata confirmation.Ensure the booking details are correct and confirmed.5 Guest registrationGot the guaefs ID or passport by saying: Mr. Wang, may 1 ha

40、ve your ID or passport for rdgislralion and would you please help us fill this registration card, lhank you very much.* We need to get the gu&6t*s full name, sex, birthday, and ID / passport number For the foreign guests, we need to gel tFie Visa type and valid date additionally according to the PSB

41、 regulations. (DETAILS IS IN THE SOP OF REGISTER FOR GUEST)Ensure we get tte possible full infomnation of the guest and easy to update into the profile and submit to lhe PSB offlca.6 Ctieck the registration card quality and request the guests address and signatureAfter the guest finished filling the

42、 RC. thd GSA should check weather the Informaiion is correct or not by comparing 4th lhe guests ID/passpcrt. Then, request the guest address and signature by saying: Mr Wang, would you pfease writ。down your contacting address and signature, thank youfEnsure the Information ie correct and the signatu

43、re means acknoadgament f(x the details on the RC and the tay& in AA Sanya Resort & Spa.7 Get lhe payment from the guestsBy saying: Mr. Wang, may 1 know how youd like to settfe your room account by credt card or cash?4 For credit card, take the card & print on tba card slip or the RC. For cash, count

44、 as XXX. Taka tha cash and Issue a receipt from ths computer to guest and remind him hand it back to cashier upon check out.Ensure we gel a vafid credit card guarantee or deposit In lhe guests account.3AA SANYA RESORT & SPA FRONT OFFICE STANDARD OPERATION PROCEDURE MANUALDEPARTMENT: FRONT DESKTASK:C

45、HECK says check In succ&ful. Att膈 same time, t幅 Onlty machine is light, insert the Onlty with the top side up and take It out. Ths key Is mads.Ensure the room te checked Into avoid doubte check-ln and make a correct ksy for the selected room.10 Make a key folderTake one clean and empty key folder, w

46、rite down the guest name, room number, room rate, and the departure date, put the room Ontty key into tba fdder and hand it to guest by saying: * Mr. Wang, your room is XXX on the fifteacith floor, thi占 is your room key card.Ensure the guest enjoy the convenierice to sign bills In hotel by this key

47、folder And the koy folder is also on。passport in hotel.11 Finish check-inBy saying: Mr. Wang Is thdfe anything else I can do for you? And wish you enjoy your stay Mth us. Thank you?*To show the courta&y to guest and hint him the chack In procedure is finished.DEPARTMENT: FRONT DESKTASK：CHECK-IN A GU

48、EST WITH BOOKING IN ADVANCEEQUIPMENT:WHAT (STEPS)HOW (KEY POINTS)WHY (REASONS)8 Select a roomPress F3 key to display the room selecting screen, press page down, the referring room type will show on the screen. The GSA should a&k thd guest prsfsrance for the room If the avaBabillty Is approved, than

49、highlight the selected room and press enter： the room number will be matchsd on the guesfs reservation automatically.Ensure the selected room is matched for the guests requisition.9 Ctidck-ln guest In computerPress ESC key, the systeoi 關I show a talking window check in Ihk room? 丫鈴 or Not Highlight

50、YES and press enter. Fidelio asks Make keys for this room? No. 1 Select 1 and press anter, Hctelk says check In succd&sful. Al the same time, tte Onlty machine is light insert the Onity with the top side up and take it out Th key is made.Ensure the room 値 checked in to avoid double check-ln and make

51、 a correct key (x the 洞acted room.10 Make a key foldarTake one clean and empty key folder, write down ths guest name, room number, room rate, and the departurB dale, put the room Onity key into tbd fdder and hand R to guest by saying: * Mr. Wang, your room 定 XXX on the fifteenth floor, this Is your

52、room key card?Ensure the guest enjoy the convenience to dgn bilte In hotel by tNs key folddr. And the key folder is also one passport in hotel.11 Fintsh check-lnBy saying: Mr. Wang le ttiore anything else 1 can do for you? And wish you enjoy your stay with us. Thank you!To show the courtasy to guest

53、 and hint him the ctiack in procedure is finished.饱Hilhm4Guest Service AgentAA SANYA RESORT & SPA FRONT OFFICE STANDARD OPERATION PROCEDURE MANUALDEPARTMENT: FRONT DESKWHAT (STEPS)TASK:WALK IN A GUESTHOW (KEY POINTS)EQUIPMENT: WHY (REASONS)1 Greeting guestBy saying: Good morning/aftemoon/evening, si

54、r/madam/miss? or Ig there anything I can do for you?Show the coudasy to guest and guide hkn to stats the nsods.THE GUEST SAID HE NEEDS A ROOM BUT WITHOUT BOOKING IN ADVANCE2 Ctidck the room availabilityPress F5, sleet Rate Quarry and enter the room nights, adults and enter /RAK in the Rate Code and

55、press Page Down to see tie room type availability.Ensure the room 培 not overbooked and the state in the computdr is correct.3 Bargain the room rate with guestSee Ihe room availability to the room rale accordingly. Always from lop to low and explain the room differance. Give guest suggestions and ask

56、ing Mr Wang, which Mnd of room do you prefer?* After get t启 answer confirm the rate with guest * Mr Wang, you room rate is our holal Summer Rata XXX per rght for a superior room *IN THIS SECTION. ALWAYS TRY TO UPSELLTry to up sell high rate rooms to gud&t to increasd the hotai revenue.4 Otiose a roo

57、m type in Rate Availability categoryHighlight the sal acted room type and press Enter, you will hdaf a beep and at ths same time, the system wil sscaps to the original screen automatically.Ensure this room is selected from the hotel room availability hs easy for room control and keep correct static5

58、 Make a walk4n reservationIn Fidelio, go into Front Desk and enter Walk-in. update the guest name In the field, chose a correct profile,enter, the system Mill glvd youa reeen/ation screen, compete the necessary fields same as the procedures of Make a reservation in the SOP Manual of RSVN dept.Comple

59、te the necessary information In Fideiio to make a correct booking.6 Check in the guestSAME PROCEDURE AS THE CHECK-IN A GUEST WITH BOOKING IN ADVANCE STEPS 4 TO 11.Finisti the check-ln procedure accordrvg to the standards7 Note relate departmentMake a phone call to housekeeping department after guest

60、 loft front desk to pass the walk-in infonnation to them indusivo thd number of room and person.As the guest without booking In advance, we need to note HSKP to make necessary room a nr an gemantHilhmAA SANYA RESORT & SPA FRONT OFFICESTANDARD OPERATION PROCEDURE MANUALGuest Service Agent1AAAA SANYA