标准操作程序-前台

STANDARDOPERATING

PROCEDURES标准操作程序FRONTDESK前台1FRONTDESKGUESTSERVICEASSOCIATE前台接待员STANDARDOPERATINGPROCEDURES标准操作程序TaskNo.Description序号内容1.FrontDeskgrooming前台的仪容仪表2.Monitorroomstatus房态的控制3.Handlingin-houseamenities客人赠品的操作程序4.Preparationforguestarrivals客人到达前的准备工作5.Facetofacecommunication面对面的沟通技巧6.Greetingwelcomingguest问候及欢迎客人7.Checkwithoutreservation(Walk为无预定的客人办理入住8.Checkinwithreservation为有预定的客人办理入住9.Regularcheckin办理入住的一般程序10.Provideproductandguestinformation如何提供问讯服务11.Maintaininginventoryrequisition如何保证库存及出库的程序212.Overnightbucketcheck夜班对住店客人资料的复查13.Handlingofguestcompliments处理客人表扬14.Handlingexpectedcheckout.预计离店客人的处理程序15.Handlingmessages留言的处理程序16.Maintainingcommunicationlogbook如何运用交班本17.Printreportandregistrationcard报表及客人入住登记卡的打印18.Handlingexpressdeparture办理快速结帐19.Generatingreport报表的操作程序20.Keyauthorization钥匙的授权21.Awaitingroomhandling等待房间的处理22.Billinginstructionhandling如何运用结帐指示23.Guestlocation客人方位留言24.Extensionstay如何办理延住25.depositbox客用保险箱的操作程序26.Cashdepositcollection现金押金的收取327.Travelagencyvoucher住宿凭证的受理28.Tourgrouparrivalhandling团队抵店的操作程序29.InRoomSafeHandling客房保险箱的开启程序4STANDARDOPERATINGPROCEDUREDEPARTMENT:FrontDeskJOBTITLE:GuestServiceAssociateNo:FD-REC1.1TASK:FrontdeskAssociateGrooming(Page1of

EQUIPMENTREQUIRED:TODOHOWTODOWHY1.Groomingstandardfor/FemaleAlwayspresentacleancut,wellgroomedimagerepresentingthestatureofSHAR.Guest'simpressionisveryimportant.StandardpolicyoftheHotel1)Shouldbeneat,cleanoffthefaceatalltimes.Uniformedstaffwithoffshoulderhairlengthmustitcombedup.(Followthehotelstandard)-Extremesinhairstylesarenotallowed2)MAKE-UP-Prominenthairaccessoriesaretobeavoided-Uselightmake-upminimumrequirement.appear“Lively”andprofessional.-Powder-Light-Lipstick-Light3)-Eyeshadow-LightColor-Blackleathershoesshouldbeclean,safecomfortable-ThehealofshoesshouldbereasonableSighofrespecttotheguest.Forsafetyreasonswillbringasyoumayneedtowalkandstandmostofthetime.Unprofessionalandnothygienic.4)JEWELRY-Shouldnotbeexcessiveespeciallydanglingearringslongchains-Limitedwedding/engagement

ringwristwatch-Allotheritemslikeoutsized

watches,nosejewelry,bangles,

ankletsunconcealednecklace

arenotpermitted.PREPAREDBY:APPROVEDBY:DESIGNATIONSIGNATURE/DATEDESIGNATIONSIGNATURE/DATE5STANDARDOPERATINGPROCEDUREDEPARTMENT:FrontDeskJOBTITLE:GuestServiceAssociateNo:FD-REC1.1TASK:FrontdeskAssociateGrooming(Page2of

EQUIPMENTREQUIRED:TODOHOWTODOWHY1)HYGIENICCLEAN-Shouldbemaintainedatalltimes.-AlwaystakeashowerbeforeyouputonyouruniformTocreateacleanimage.2)PERFUME-Alwaysonlylightlyfragrantperfume3)MEDICAL-Shouldnotbeappliedwhenyouareonduty.4)5)DUTYHOURS-Shouldbewornatalltimewhenonduty.-Reportduty10-15minutesearlierthanthescheduledshift.enableguesttoidentifyacknowledgeyoubyname.-Alwayschecktheflowwhen

corningonduty-Alwayssign“IN”and“OUT”Checkthateverythingintheworkingareaisneatandinproperworkingorder.ensureaneatcleanworkingenvironment.PREPAREDBY:APPROVEDBY:DESIGNATIONSIGNATURE/DATEDESIGNATIONSIGNATURE/DATE6STANDARDOPERATINGPROCEDUREDEPARTMENT:FrontDeskJOBTITLE:GuestServiceAssociate/RoomControllerNo:FD-REC2.1TASK:MonitoringRoomStatusEQUIPMENTREQUIRED:FidelioWorkstationTODOHOWTODOWHYBlockroomtothearrivalswithvacantcleanstatus.It’sthebestwayofblockthevacantcleanroomsforarrivals.Foreasyinmonitoringroomstatus.Uponguestarrival,fisttimeservicecanbeguaranteedproviding.Doingrighttheveryfirsttime.Monitorroomswithvacantdirtystatus.WorkveryclosewithhousekeepingGSA.Accordingtothearrivalguesttime,makedirtytocleanroom.Foreasymonitoringfollow-up.Guaranteetoprovidefirsttimeservice.ConstantlymonitortheseroomscheckingtheroomstatusinFidelioRoomstatusiscontinuouslychangingasroomattendantswillimmediatelyupdatethestatuswhenevertheycleantherooms.UpdateinformationsoastoprovidefirsttimeserviceMonitorroomswithbacktobackstatus.Backtobackstatusarethebestassignmentofmonitortheroomstatus.Makeyougetthepreviousguestcheckouttime.allowenoughtimegivinghousekeepingtoreleaseroom.Togrouptheseregistration-cardstogetherforeasymonitoringaswellastoidentifytheroomstatusasback-to-back.ConstantlymonitortheseroomscheckingtheroomstatusinFildelio.Roomstatusiscontinuouslychangingasroomattendantswillimmediatelyupdatethestatuswheneverthecleantherooms.Toguaranteefirsttimeservicewithoursincerity.Monitoringroomsbycleanstatusisforalltheguestswhentheyarrivetocheckin.ConsistentservicebehaviorProfessionalefficientserviceas5starstandard.PREPAREDBY:APPROVEDBY:DESIGNATIONSIGNATURE/DATEDESIGNATIONSIGNATURE/DATE7STANDARDOPERATINGPROCEDUREDEPARTMENT:FrontDeskJOBTITLE:GuestServiceAssociateNo:FD-REC3.1TASK:HandlingIn-HouseAmenityEQUIPMENTREQUIRED:FidelioWorkstationTODOHOWTODOWHYAnalyzethearrivalreportandguestamenitysummeryreportgeneratedbyFidelio.Gothrougheachreservationdoublecheckthespecialrequestsoramenities.Toensurethatallrequestsareattendedtoandthatnothingismissed.Careaboutguesteveryerquestdetail.Checkguesthistory(remarksinguestprofile)foranyspecialneeds.Viewtheremarksintheguestprofiletolookforanyspecialneedsorrequestsduringtheguest’videefficientservicefortheguestaswellastoensurethatmistakesarenotrepeated.Whenguestscomeback,lettheguestsfeeltheHomefromHome,showoursinceritytoguest.Raisetheamenitiesrequisitionformforsamedaybooking.Forsamedaybookings,fillinthedetailssuchasname,date,dayofarrival,expectedtimeofarrival,requests,roomnumberwhichhasbeenblocked.theguestamenitysummeryreporttoChef,ifthereispriorreservation.Completedetailsareimportantaswillhelptherespectivedepartmentstoprepareforthespecialrequest.Provideourpreciseservice.Ensurethattherequestedamenitiesbeenplacedintheroompriortoguest’sarrival.Telephonetheroomdinning”toensurethatallamenitiesrequestedbeensenttotheroompriortoguest’sarrival.guaranteeourconsistentinallservices.Tomeetguest’sanyadditionalrequirement.Telephonetheroomdinning”relevantdepartmentregardingsomespecialamenity.Meetguestrequestdelightguest.Wewillmakecustomerdelightakeydriveofourbusiness.PREPAREDBY:APPROVEDBY:DESIGNATIONSIGNATURE/DATEDESIGNATIONSIGNATURE/DATE8STANDARDOPERATINGPROCEDUREDEPARTMENT:FrontDeskJOBTITLE:GuestServiceAssociateNo:FD-REC4.1TASK:PreparationforGuestArrivalsEQUIPMENTREQUIRED:FidelioWorkstationTODOHOWTODOWHYPreparewelcomefolders.Printguest’sname,arrivaldate,departuredateandroomnumberonthewelcomefolderclearlyandneatly.thatallinsertsareinorder.giveapositiveimpressionofthehotelasastoraisetheguest’sselfesteempreparingapersonalizedwelcomefolderandalsogivetheguestthenecessaryinformationofthehotelfacilitiesandoutletsshowhotelcourtesyhelpfulservicetoguest.PreparekeyMakethekey,insetitintothewelcomefolder.Neatlyandclearlykeyenvelopealsoshowinghotelcourtesy.Preparewelcomedrinkcoupon.CouponisprintoutfromtheFidelioinsettothewelcomefolder.ensurethatallguestsareentitledthecomplimentarywelcomedrinkaregiventhecoupon.Guaranteethepreciseservice.Attachacopyofthecorrespondencewhichpertainstobillinginstructiononly.Attachthedocumentsheetatbackoftheregistrationcardneatlyonly.avoidcomplicationswhenguestcheckin.Provideefficiencyservice.Attachmessagesheetwithregistrationcard.Onlythosemessagesneedtoshowguestuponcheckin.otherwise,putintotheguestroom.Wewillensureourproceduresarecustomerfriendlyandeasyforcustomerstaff.PREPAREDBY:APPROVEDBY:DESIGNATIONSIGNATURE/DATEDESIGNATIONSIGNATURE/DATE9STANDARDOPERATINGPROCEDUREDEPARTMENT:FrontDeskJOBTITLE:GuestServiceAssociateNo:FD-REC5.1TASK:FacetoFaceHandlingSpecialEQUIPMENTREQUIRED:FidelioTerminal,TelephoneTODOHOWTODOWHY1.GreettheguestKeepsmileandeyecontactbysaying:你好,Sir/Madam,MayIhelpyou?”Showournaturalandwarmservicetoguest.2.Listentotheguest’sinquirecarefullyKeepsmileandcontact,repeatthekeypointsoftheguestrequest.Showourhotelsincerity.3.RecorddownPolitelyforguestnameroomnumbersimplywritedowntherequestonDailyActionForm.ShowtheHotelCare.4.GivethesatisfiedanswertotheguestSaying:“Mr./Mrs.XX,Iunderstandyourrequest,wouldyouplease…”Trythebesttomeetguest’sneeds.5.younotsuretheansweryouarenotsure,Saying:“Mr./Mrs.XX,Iamverysorry,IneedtoconfirmitwithXXX(DepartmentorPerson),wouldyoupleasegivemefewminutes,andImindleavingyourcontactnumbertosocaninformyouafterthat.Thankyouforyourunderstanding”Avoidthemistakeistoshowoursinceritytoguest.6.KeyintheguestspecialrequestintheprofileKeyintheguestspecialrequestinguestprofilebyDate,GuestName,SpecialRequest,Action.Showourconsistentservice.PREPAREDBY:APPROVEDBY:DESIGNATIONSIGNATURE/DATEDESIGNATIONSIGNATURE/DATE10STANDARDOPERATINGPROCEDUREDEPARTMENT:FrontDeskJOBTITLE:GuestServiceAssociateNo:FD-REC6.1TASK:GreetingandWelcomeGuestsEQUIPMENTREQUIRED:FidelioWorkstationTODOHOWTODOWHYUsestandardgreetingsfortheguest.AstheguestsapproachtheFrontDeskcounter,acknowledgetheirpresencebygreetingthematleasttwometersfromthecounterbysaying:“你好,Mr./Mrs.XX.”(nameofguestisotherwiseuseSirorMadam)giveapositiveimpressionofthehotelaswellastoacknowledgeimportanceoftheguestinthehoteltoraisetheselfesteemguestsbyaddressingthembytheirname.Toletguestfeelhomeawayfromhomeservice.RespectWelcomeguesttothehotel.Saying:你好,welcometotheHotel.”theguestisareturnguest.Saying:“Mr./Mrs.XX,welcomebacktothehotel.”Agoodbodypostureindicatesgoodgroomingconfidence.Showinghumilityrespectguest.Humilityguestshouldbekeptwaiting,thankthemforwaiting.Saying:“Thankyouforwaiting,Mr./Mrs.XX”acknowledgethattheguestbeenwaitingandthattheirpatienceisappreciated.Careaboutguestfeelings.ShowcareOfferassistanceidentifyguest’sname.Saying:“MayIhaveyoursirname,please?”ToretrievereservationFidelio.theguestfeelfriendlycourtesy.Warmnaturalcare.PREPAREDBY:APPROVEDBY:DESIGNATIONSIGNATURE/DATEDESIGNATIONSIGNATURE/DATE11STANDARDOPERATINGPROCEDUREDEPARTMENT:FrontDeskJOBTITLE:GuestServiceAssociateNo:FD-REC7.1TASK:CheckinwithoutReservation-Walkin(Page1of

3)EQUIPMENTREQUIRED:FidelioWorkstationTODOHOWTODOWHYGreetguest.Greetguestuponguestapproachfrontdeskcounterwithsmilesaying:你好,Welcometoourhotel,Ihelpyou,Sir/Madam?”Presentourcourtesykindlyserviceatfirsttime.Identify.Checksystemmakesureguestreservation.Meanwhilechecktheguesthistory,makesurefollowtheguesthistoryinformation.Clarifyguestiswalkinguestorwithreservationtoavoidshowreservation.Confirmroomconfigurationrate.Confirmrateandroomnumberwithguestbycirclingtherateonregistrationcard.Donotspeakoutavoidothershearing.saying:“Thisisyourroomrateroomnumber,isanon-smoking,kingsizebedroomwithriverview.”Meanwhile,saysomethingtoinordertocreatethegoodguestrelationshipbysaying:“Mr.howisyourtrip?thisfirsttimetoHowyourflight?…”Clearlyconfirmdetailwithguesttoavoidmakingguestfeelconfused.Meanwhile,letguestfeelourgenuinecare.Confidentialreason…Giveguestahomefeeling.Collectcertificateandguestnamecardforregistration.Politelycollectguestcertificateorpassportnamecardforregistration.Usetwohandstoreceiveguestcertificateandnamecardforcompletelyaddress.ShowAsianhospitality.request.Fillregistrationcard.Clearly,neatly,accuratelyandefficiencyfillintheregistrationcardforguest.thewalkinguestthedetailedprofilerecord,donotaskforbusinesscardagain.Avoidtoletguestwaittoolongtime.Caringforguestpatient.ensurethatallnecessaryinformationisreflectedforguesthistory.Wewillmoreineverycustomercontact.Everyguestneedstoberegistered.AccountingtothePSBpolicy.PREPAREDBY:APPROVEDBY:DESIGNATIONSIGNATURE/DATEDESIGNATIONSIGNATURE/DATE12STANDARDOPERATINGPROCEDUREDEPARTMENT:FrontDeskJOBTITLE:GuestServiceAssociateNo:FD-REC7.1TASK:CheckinwithoutReservation-Walkin(page2of

3)EQUIPMENTREQUIRED:FidelioWorkstationTODOHOWTODOWHYInviteguesttosign.Aftercompletionoftheregistrationcardfilling,politelyinviteguesttoreadandsignonregistrationcard.Usetwohandstopresenttheregistrationcardtoguest,aswellasofferonepen.(handthepentotheguestinsteadleaveonthecounter)Careforguestunderstandingtheinformationfilledonregistrationcardandsignforagreeing.Collectguestpayment.Politelycollectpaymentfromguest:Creditcardtraveler’sorcashdepositacceptanceprocedureshouldbeobservedaccordingtopayment.amountofcashdepositaccordingtoaccountingpolicy.saying:“Mr.XX,Howwouldyousettleyourpayment?”Advancedepositshouldcollectedtoprotecthotelbenefit.ConfirmcheckouttimePoliteconfirmcheckouttimewithguestbysaying:mayIreconfirmthatyourdeparturedateismayIknowifyouhaveairticketbereconfirmed?”yes,follow“guestinwithreservationprocedure.Domoreforthecustomer.Confirmifneedtransportation“XX,wouldyouliketolimousineserviceuponyourdeparture?”Alwaysdomoreforthecustomer.ExpresscheckImakeroomkeytoguest.Expresscheckincomputermaketheroomkey.Careforguestpatientandavoidandpresentguestourandsincerelyservicewithcarefullywork.PREPAREDBY:APPROVEDBY:DESIGNATIONSIGNATURE/DATEDESIGNATIONSIGNATURE/DATE13STANDARDOPERATINGPROCEDUREDEPARTMENT:FrontDeskJOBTITLE:GuestServiceAssociateNo:FD-REC7.1TASK:CheckinwithoutReservation-Walkin(page2of

3)EQUIPMENTREQUIRED:FidelioWorkstationTODOHOWTODOWHYConfirminformationwithguest.Confirmguestname,roomnumber,arrivaldate,departuredateroomratewithguest.Saying:“Mr.thisisyourroomnumber,thedeluxekingsize,andthisisyourroomrate…”Careforguestunderstandingoneverydetailinformationandrequestguestwrittenagreementoninformation.Carefortheguestunderstanding,confidentialreason.Presentwelcomebookletandnecessaryitemstowitheye-contactsmile.AskifguestelsehelpUsetwohandstopresentwelcomebookletandnecessaryitemstoguest.Saying:“Mr.mynameisyourguestserviceassociate,Idohopeyouwillenjoyyourstay,ifisthereanythingIcandoforyou,pleaseletmeknow.”Useoursincerelyandhumilityservicetopresentourrespectguest.PassroomkeytoGSA-concierge.InformGSA-conciergetheroomnumber.PREPAREDBY:APPROVEDBY:DESIGNATIONSIGNATURE/DATEDESIGNATIONSIGNATURE/DATE14STANDARDOPERATINGPROCEDUREDEPARTMENT:FrontDeskJOBTITLE:GuestServiceAssociateTASKNo:FD-REC6.aTASK:CheckinwithoutReservation-Walkin(page3of

3)EQUIPMENTREQUIRED:FidelioWorkstationTODOHOWTODOWHYOfferinformationifneeded.IdentifyGSA-FrontDeskselfandofferguestservicecenterextensionnumberbysaying:“Mr./Mrs.XX,ourguestservicecenterextensionispleasecallanytimeifyouneedourhelp.”Anticipateguestrequest.consistent.Completecheckin.Escortguesttotheroom(ifnotbusy)Introduceyourselftoguestescortroom.Saying:XX,Xxxyourserviceassociate,mayIshowyoutotheroom,wishyouapleasantstay!”Useteamworktoconsistentlyserveguest.Forfutureusing.GSASignonregistrationcard.GSA-FrontDesksignonregistrationcard.UpdateinthesystemFidelio.Checkthecreditcardlimit.Getapprovalcodeforcreditcard.theguestpaybycreditcard,inputcreditcardnumberintoEDCmachinetogetapprovalcodeuponguestcheckin.thecreditcardisdeclined,askguesttochangepaymentbysaying:“Mr./Mrs.XX,Iamverysorrytoinformyouthataftercheckingwiththebank,can’tgetapprovalcodeforyourcreditcard,wouldyoumindtochangeanothercard?”Wedon’ttellguesthis/hercreditcardisdeclinedbecauseweshouldgiveguestface.Maintainrespect.Underthissituation,shouldbeverycarefultotalktoguesttomaintainguestesteem.Attachitems.EDCvoucherattachwithregistrationcardtogether.Forfilling.PREPAREDBY:APPROVEDBY:DESIGNATIONSIGNATURE/DATEDESIGNATIONSIGNATURE/DATE15STANDARDOPERATINGPROCEDUREDEPARTMENT:FrontDeskJOBTITLE:GuestServiceAssociateNo:FD-REC8.1TASK:GuestcheckinwithReservation(page1ofEQUIPMENTREQUIRED:FidelioWorkstationTODOHOWTODOWHYGreetguestGreetguestuponguestapproachfrontdeskcounterwithsmilesaying:你好，welcometoourHotel,Ihelpyou,Sir/Madam?”Presentourcourtesykindlyserviceatfirsttime.Identifyguestcomewithluggageorbriefcaseandinquireguestnamewithsmileandeyecontact..guestreservation,politelyinquireguestnamebysaying:“MayIyourlastname,Sir/Madam?”Clarifyguestiswalkinguestorwithreservation.Sothatyoucancheckthereservationincomputer.Checkreservationincomputer.Findoutreservationimmediatelyincomputer,iffailtofindout,tryothere.g.guestcompanynameortravelnamecheckincomputer.saying:“Mr.XX,mayIyourcompanynameormayIknowthecompanyyoumadeyourbookingwith?”Locatereservationimmediately,trytoprovideefficiencyservicetoguestatfirsttimeandeverysingletime.Note:neversaytoguest:reservationevenifreservationcan’tbefoundincomputer.Useguestcompanycontractrateandguestpreferencetocheckinguestatfirst.Showyourrespectandcourtesytoourguest.VIPorGoldenCircleguestreferGROimmediately.Bysaying:“Mr.XX,pleasewaitforamoment,ourguestrelationofficerwillshowyouthetotheroom.”OrifGROisbusy,followGoldenCircle’sstandardtoservicetheguest.Wemustshowcourtesysincerity.Confirmroomtypewithpolitelymannerandsmile,eyecontact.Confirmroomtypeandratewithguestaccordingtoreservationbyclearlydescription.saying:“Mr.XX,youhavebookedourdeluxekingsizeroom,isitcorrect?”Clearlyconfirmdetailwithguesttoavoidmakingguestfeelconfused,meanwhileletguestgenuineservice.PREPAREDBY:APPROVEDBY:DESIGNATIONSIGNATURE/DATEDESIGNATIONSIGNATURE/DATE16STANDARDOPERATINGPROCEDUREDEPARTMENT:FrontDeskJOBTITLE:GuestServiceAssociateNo:FD-REC8.1TASK:GuestcheckinwithReservation(page2ofEQUIPMENTREQUIRED:FidelioWorkstationTODOHOWTODOWHYGetthepre-preparedRcardsaying:onemoment,Mr.justgoingtogetyourregistrationcard.”Drawoutpre-registeredregistrationcardandpreparedwelcomebookletfromreservationformholdingbox.ordertoavoidtheguestconfusionandshowcare.guestrequestnon-smokingroom,pleasefollowinthesystemandkeyintheguestprofile,sowecanmeetguest’sneedsinthefuture.veryfrequentguest,needconfirmtypeandrateallthetime,doaccordingtotheprofile.thereisdetailprofileinthesystem,donotcollectbusinesscardagain.Demonstrateconsistencyinservice.CheckinguestincomputerCheckinguestincomputerimmediately.Avoidforgettingcheckinguestincomputer.PREPAREDBY:APPROVEDBY:DESIGNATIONSIGNATURE/DATEDESIGNATIONSIGNATURE/DATE17STANDARDOPERATINGPROCEDUREDEPARTMENT:FrontDeskJOBTITLE:GuestServiceAssociateNo:FD-REC8.1TASK:GuestcheckinwithReservation(page3ofEQUIPMENTREQUIRED:FidelioWorkstationTODOHOWTODOWHYCollectcard/Businesscardforregistration.Politelycollectguestcard/Businesscardforregistration.Usetwohandstoreceiveguestcard/businesscard,Bysaying:“Mr.mayIyourpassportandbusinesscardforreference?Thankyou.”FillinregistrationforguesttoshowourAsianhospitality.FillregistrationcardClearly,neatlyaccuratelyandefficiencyfillintheregistrationcardforguest.Avoidtoletguestwaittoolongtime.moreforourcustomerineverycustomercontact.Confirmcollectthepayment.Politelyconfirmpaymentwithguestaccordingtothereservationsaying:“Mr.XX,howwouldyouliketosettleyourpayment?”itiscreditcard,quicklytakeinprint.Advancedepositshouldcollectedtoprotecthotelbenefit.PREPAREDBY:APPROVEDBY:DESIGNATIONSIGNATURE/DATEDESIGNATIONSIGNATURE/DATE18STANDARDOPERATINGPROCEDUREDEPARTMENT:FrontDeskJOBTITLE:GuestServiceAssociateNo:FD-REC8.1TASK:GuestcheckinwithReservation(page4ofEQUIPMENTREQUIRED:FidelioWorkstationTODOHOWTODOWHYConfirmationinformationwithguest.Confirmguestname,roomnumber,arrivaldate,departuredateandroomratewithguest.Careforguestunderstandingoneverydetailinformation.Presentwelcomebookletandnecessaryitemstoguest.Usetwohandstopresentwelcomebookletandnecessaryitemsguest.Useoursincerelyandhumilityservicetopresentourrespectguest.InformtheGSA-concierge.PassthekeytoGSA-conciergeandinformtheroomnumber.Askifguestneedanyelsehelpifguestneedanyelsehelpbysaying:“Mr./Mrs.XX,thereanythingelsehelpIcandoforyou?”Anticipateguestrequest.Offerinformation.IdentifyGSA-FrontDeskselfandofferguestservicecenterextensionnumberbysaying:“Mr./Mrs.XX,ourguestservicecenterextensionisX,pleasecallanytimeifyouneedourhelp.”Anticipateguestrequest.Completecheckin.IntroduceGSA-conciergetowishguestapleasantstay.Useteamworktoconsistentlyserveguest.Signonregistrationcard.GSA-FrontDesksignonregistrationcard.Forfutureusing.PREPAREDBY:APPROVEDBY:DESIGNATIONSIGNATURE/DATEDESIGNATIONSIGNATURE/DATE19STANDARDOPERATINGPROCEDUREDEPARTMENT:FrontDeskJOBTITLE:GuestServiceAssociateNo:FD-REC8.1TASK:GuestcheckinwithReservation(page5ofEQUIPMENTREQUIRED:FidelioWorkstationTODOHOWTODOWHYGetapprovalcodeforcreditcard.theguestpaybycreditcard,inputcreditcardnumberintoEDCmachinetogetapprovalcodeuponguestcheckin.Checkthecreditcardlimit.thecreditcardisdeclined,askguesttochangepaymentbysaying:“Mr./Mrs.XX,Iamverysorrytoinformyouthataftercheckingwiththebank,can’tgetapprovalcodeforyourcreditcard,wouldyoupleasechangetoanothercard?Thankyou.”Wedon’ttellguesthis/hercreditcardisdeclinedbecauseweshouldgiveguestface.Underthissituation,shouldbeverycarefultotalktoguestAttachitems.AttachregistrationcardwithEDCvouchertogetherForfilling.PREPAREDBY:APPROVEDBY:DESIGNATIONSIGNATURE/DATEDESIGNATIONSIGNATURE/DATE20STANDARDOPERATINGPROCEDUREDEPARTMENT:FrontDeskJOBTITLE:GuestServiceAssociateNo:FD-REC9.1TASK:RegularGuestin(page1of2)EQUIPMENTREQUIRED:FidelioWorkstationTODOHOWTODOWHYGreetguest.Greetguestuponguestapproachfrontdeskcounterwithsmilesaying:“你好,Welcomebacktoourhotel,XX.’(WhenGSArecognizetheguest)Presentourcourtesykindlyserviceatfirsttime.Addressguestwithguestnametomakeguestfeelselfesteemandrespected.Checkreservationincomputer.Findoutreservationimmediatelyincomputer,iffailtofindout,tryothere.g.guestcompanynameortravelnamecheckincomputer.NeversayNo,pretendguestreservation,ifyoucannotfind.Locatereservationimmediately,trytoprovideefficiencyservicetoguestatfirsttimeandeverysingletime.Confirmroomtyperate.Confirmroomconfigurationandratewithguestaccordingtoreservationbycirclingtherateontheregistrationcardwithsmileandeyecontact.saying:“Mr.thisisyourroomrate,thisisyourroomnumber.isanon-smokingkingsizeroomwithriverview.”Meanwhilesaysomethingtocreategoodrelationshipwithguestbysaying:“howisyourtrip?…”Clearlyconfirmdetailwithguesttoavoidmakingguestfeelconfused,meanwhileletguestgenuineservice.Confidentialreason.Checkguestprofile.guesthasreservation,checkguestprofilefindoutguestpreviousrequirementandcomments.thatcorrectguestprevioussaying:Irememberlasttimeyoustayedwithisonmay,isit?”Provideconsistentservicewithanticipatingguestrequest.consistentindeliveringwarmandnaturalservice.Collectcertificateforregistration.guestisforeigner,politelycollectguestpassportforfillingtheupdatenumberandexpireddate.Politelyexplaintoguestisneededbeupdated.saying,“Mr./Mrs.XX,Iyourpassportplease?”Adheretolocalpolicy.PSBbasicrequirement.Presentregistrationcardforguestsigning.Presentregistrationcardtoguestinviteguesttosignonit.guestreservation,canprovideoneblankregistrationcardforguestsigning.Guest’spersondatacanbegotfromcomputer.Guesthistorycanbegotincomputer.timeonregistrationtoavoidtoletguestwait.forguestpatient.outprocedurearefriendlytocustomerstaff.PREPAREDBY:APPROVEDBY:DESIGNATIONSIGNATURE/DATEDESIGNATIONSIGNATURE/DATE21STANDARDOPERATINGPROCEDUREDEPARTMENT:FrontDeskJOBTITLE:GuestServiceAssociateNo:FD-REC8.1TASK:GuestcheckinwithReservation(page2ofEQUIPMENTREQUIRED:FidelioWorkstationTODOHOWTODOWHYCollectguestpayment.Politelycollectpaymentfromguest:creditcard,traveler’scheckorcashdepositacceptanceprocedureshouldbeobservedaccordingtopayment.amountofcashdepositaccordingtoaccountingpolicy.Advancedepositshouldcollectedtoprotecthotelbenefit.Showrespectandtrust.RecordthecreditcardNo.onthe

registrationcard.Remembersomenotask

forcashdepositastheyare

“extremelyRegular”.Confirmcheckouttime.Kindlyconfirmcheckouttimewithguest.saying,“Mr./Mrs.XX,doyouneedanytransportationonyourdeparture?”Controlroomstatus.Careforguestpatientandavoidtoletguestwaiting.Expresscheckinandmakeroomkeytoguest.BlockoneroomandexpresscheckincomputerandmaketheroomMeetthetarget,minutecheckin.Useoursincerelyandhumilityservicetopresentourrespectguest.theroomkey,escorttoroom.Showguesttotheroom.saying,“Mr./Mrs.MayIshowyourtotheroom?”Guesthasthehomefeelingbyknowingthelocation.busy)IntroduceGSA-conciergeaskhimtoescortcheckin.IntroduceGSA-conciergetoguestwishguestapleasantstay.saying,“Mr./Mrs.XX,Allanwillshowyoutotheroom,wishyouapleasantstay.”SignonregistrationcardGSA-FrontDesksignoregistration.Getapprovalcodeforcreditcard.theguestpaybycreditcard,imprintthecreditcardnumberintoEDCmachinetogetapprovalcodeuponguestcheckin.Checkthecreditcardlimit.PREPAREDBY:APPROVEDBY:DESIGNATIONSIGNATURE/DATEDESIGNATIONSIGNATURE/DATE22STANDARDOPERATINGPROCEDUREDEPARTMENT:FrontDeskJOBTITLE:GuestServiceAssociateNo:FD-REC10.1TASK:ProvideProductandGuestInformationEQUIPMENTREQUIRED:FidelioWorkstationTODOHOWTODOWHYProductknowledge-knowthenumberofoutlets.awareoftheoperationalhours.awareofallotherfacilitiesthatavailable.-Neverassume,besure(Donotsay“Maybe”think”)saying,“Businesscenterisonthe2ndfloor.”isavailableinyourroom.”Followupyoudonotknowsomething,saying,“Mr./Mrs.XX,Iwillcheckitandgetbacktoyouwithin5minutes.”Provideaccurateinformationprovidepreciseservice.Checkwithcon