gsa-入住与结帐程序

Objective目标Toensureaconsistentstandardwiththeprofessionalmannerf uests’check-inandcheck-outatalltimestoguaranteeagood andlastimpressiontowardsguests.确保用专业和一致的方法为客人办理入住与结账手续，保证在开始和最后给客人留下好的印象Procedures程序Check–inCorporateGuestsWithReservations为有预定的客人办理入TheBellmanmustmeetallarrivalguestsespeciallythosewhoarewithreservationsandmaketransportationarrangementsbyeitherbringingthegueststotheholimousine(ifbooked)oratleastcallingtaxiesfuestsifnohovehicleorhoshuttle.行李员要迎接所有到店的客人特别是那些有预定的和预定了酒店轿车的客人（如果预定TheBellmanmustcallhoConciergeDeskandinformthattheguests’namesandcarnumberwhenguestsareontheirwaytotheho.当客人在到酒店 时行李员要联系酒店的礼宾部通知他们客人的车号Whenguestsarriveattheho,theBellmanwill panythearrivinggueststotheLobbyReceptionistwhowillleadtheguesttotheFrontDeskandintroducethegueststoGuestServiceAgent,whiletheDoormanunloadstheguests’luggage.GuestServiceAgentwillaskgueststopresenttheirpassportsorIDCardsforregistration.LobbyReceptionistshouldconductsomelightconversationwiththeguestwhileGuestServiceAgentisfillinguptheregistrationform. GuestServiceAgentshouldimprintguest’screditcardsoraskforcashdeposituponcompletionofregistration.Foradvancepaymentguests,theyarerequestedtopaycashadvance.Atotalamountcoveringforlengthofstayplus50%fuest’sincidentals. 数应该至少是所住天数房费的1.5倍。GuestServiceAgentwillcompletethe eBookletwithfullnameofguest,roomnumber,roomrateandarrival,departuredates.Guestsarerequestedtosignthe KeyCardshouldbecodedwithdurationofstayandinserted e应该是在店期间有效并放进欢迎册里GuestServiceAgentorLobbyReceptionistmustaskguestwhetherPember,IfnotGuestServiceAgentorLobbyReceptionistmustenrolltheguesttoourPriorityClub Aftertheregistrationcardsarecompleyfilledwithguests’signatures,GuestServiceAgentwillhandoverthe eBookletstoLobbyReceptionistforescortinggueststotheirrooms.在登记单完成填写客人签字后，前台接待要把欢迎册交给大堂接待并护送客人到房间UponguestsleavingtheFrontDesk,GuestServiceAgentmustsaytoguestsfor“anenjoyablestay”.客人离开前台时，前台接待要对客人说“入住愉快GuestServiceAgentwillinformBellmanoftheguests’assignedroomnumbersfordeliveryoftheirluggageimmediay.前台接待通知行李员客人的房间号码立即将客人的行李送入LobbyReceptionistescortgueststoroomsandintroduceroomfacilitieswithusageofallinroomelectricalappliances.大堂接待引领客人到达房间向客人介绍房间的设施ForClub uestsLobbyReceptionistwillintroduceClubFloorprivilegesto会员客人接待员要向客人介绍会员 政策Upondepartingfromtheguest’sroom,LobbyReceptionistmustwishguestapleasant在接待员离开客人房间时要祝客人入住愉快BellmanwillbringluggageintoroomonceLobbyReceptionist在接待员离开时行李员要将客人行李送如房间Check-inWalk-in入住---无预GuestServiceAgentshouldgreetand eguestsandaskfortheguests’nameswhenguestsapproachtheFrontDeskforcheckin.当客人到达前台要办理入住时，前台接待要欢迎客人并询问客人 GuestServiceAgentwillusesellingtechniquetosellroomto前台接待要运用销售技巧向客人销售房间Blankregistrationcardsarealwaysready,GuestServiceAgentwillphotocopyorScreenguests’passportinformationandgetsignaturefromguestonRegistrationCard.准备好空白的登记单，前台接待要复印或扫描客人的护照并索要客人的签名Pre-registrationformatshouldbedoneifguestarewith做好预定后要整理登记单的格式Thefollowingproceduresaretofollow“Check–in-CorporateGuestsWith下面的程序与为有预定的客人办理入住程序一样GuestServiceAgentshouldcalltheGuestServiceSupervisorincaseofanydifficultiesdealingwithguests.如果遇 前台要 主管帮忙Check-out：结LoyaltyManagerwillcontactguestswhoareleavingnextdaytoaskforthedeparturetime,whetherairporttransferandExpressCheck-out(foreligibleguests)arerequiredupondeparture.ConciergeDeskandFrontDeskwillbeinformed.接待经理要与第二天离店的客人联系询问离店时间，是否需要送机和快速结账（符合条客人）。通知礼宾部和前台ForExpressCheck-out,GuestServiceAgentistopreparethebillsandhavethemsenttoguestroomby5:00inthemorning.办理快速结账时，前台要准备好所有账单在早上5点前送入客人房间Fornormalcheckout,GuestServiceAgentwillhandleguestcheckoutprocessatFront一般的结账，前台接 台按照结账程序办理WhenguestscometoFrontDeskforcheckout,theGuestServiceAgentshouldinquirewhetherguestshadapleasantstayandiftherewereanyproblemsduringthestay.Ifany,GuestServiceAgentshouldrefertheproblemtoLoyaltyManagerorDutyManager.当客人到前台结账时，前台接待要询问客人是否住的愉快在入住期间是否有任何问题。如果有前台应该传达意见给忠诚客户经理或值班经理。GuestServiceAgentwillpresentguestbillsfortheir前台接待要向客人出示客人的账单GuestServiceAgentwillinquireifanyrecentchargeshavebeenmadeoranymi