国际酒店前厅操作手册-SOP Rec 59 柜台快速办理登机手续Express check in at counter procedure.DOC

Standard Operation Procedures / Front Desk 前厅部标准操作程序/前台前厅部Front Office前台服务程序LOCAL STANDARD OPERATING PROCEDURES国际酒店管理资料手册International Hotel Management Information Manual前台是展示酒店的形象、服务的起点。对于宾客来说，酒店大堂前台是接触我们酒店的第一步，是对酒店的第一印象，是非常重要的。 制定前厅部标准运作程序手册的目的制订本手册是为了说明酒店管理前厅部标准运作的政策和程序，确保前厅部运营及管理工作的一贯性。向前厅部工作人员提供日常工作及培训的指导。使前厅部员工了解前厅的作用，了解前厅运作及管理的政策和程序。DEPARTMENT部门: Front Office前厅部 JOB TITLE职务: Receptionist前台接待TASK NO任务编号: 59TASK任务: Express check in at counter procedure (Page 1of 3) EQUIPMENT REQUIRED: FidelioWHAT TO DO要做什么HOW TO DO如何去做 ITWHY为什么 Greeting guestCheck if guest have reservation Ask guests nameCheck reservation in computerConfirm full name and company nameCheck in guest in computer Get pre-registered registration cardUpon guest approach Front desk counter, greet guest to say,“ Welcome to Sofitel Boao Sir/Madam.” (If repeat guest, say:“ Welcome back to Sofitel Boao,Mr./Ms. xx.”) Politely ask guest, saying,“ Sir/Madam, Do you have reservation?”Politely ask guests last name, saying“ Sir/Madam, May I have your last name, please.”Check in computer immediately to find out guests reservationConfirm guest full name and company name with guest by saying,“ Sir, you are Mr. David Hunter and your reservation is booked through AT&T Co, Am I right?”If reservation is correct, check in guest in computer immediatelyIf computer have guest information, get pre-registered registration card from reservation form holder If we have no pre-registered registration card, check if guest have pre-registration letter. If yes, collect letter and attach it to one blank registration cardShow our courtesy from first time contacting with guest. Walk in guest and reservation guest have different check in procedure For checking reservation in computer Try to work efficientlyEnsure reservation is for right guest.Avoid forgetting to check guest in computerSave guest timePREPARED BY: APPROVED BYDESIGNATIONFront Office ManagerSIGNATURE/DATE 签名/日期DESIGNATIONSIGNATURE/DATE 签名/日期 DEPARTMENT部门: Front Office前厅部 JOB TITLE职务: Receptionist前台接待TASK NO任务编号: 59TASK任务: Express check in at counter procedure (Page 2of 3) EQUIPMENT REQUIRED: FidelioWHAT TO DO要做什么HOW TO DO如何去做 ITWHY为什么Present registration card to guest for signing and confirm detail with guest.Present welcome booklet and necessary item (e.g. meal coupon) to guest.Pass room key and check in slip to bell manAsk if guest need any else helpFare well with guest SignTime stamp Present pre-registered registration card to guest for signing, meanwhile, confirm detail with guest.* Guest departure date/check out time* Room rate* Re-confirm if same credit card in pre-registration card will be used Present welcome booklet and necessary to guest with two handsTear check in slip from registration card and pass it with room key to bell manPolitely ask if guest need any further help by saying,“ Mr. Hunter Is there anything else I can do for you.”Politely fare well with guest, “ Mr. Hunter, I hope you have pleasant stay with us. This is our bell man xxx, he will show you to your room.” Front desk receptionist sign on registration card Time stamp on registration card. Present our Asian courtesy to guest.For bell man check in record and bell man will open guest room door for guestDo more for guest.Use our courtesy service to finish check in procedureFor future tracingFor record PREPARED BY: APPROVED BYDESIGNATIONFront Office ManagerSIGNATURE/DATE 签名/日期DESIGNATIONSIGNATURE/DATE 签名/日期DEPARTMENT部门: Front Office前厅部 JOB TITLE职务: Receptionist前台接待TASK NO任务编号: 59TASK任务: Express check in at counter procedure (Page 3 of 3) EQUIPMENT REQUIRED: FidelioWHAT TO DO要做什么HOW TO DO如何去做 ITWHY为什么 Get approval code for credit card.File If guest pay by credit card, input credit card number into EDC machine to get approval code If credit card is declined, call guest to say, “ Mr./Ms. xx, I am very sorry to inform you that after checking with bank, we cant get approval code for your cedit card. Would you please change to another payment, thank you?"Attach credit card voucher to registration card. and file together Check credit card limitWe dont tell guest his/her credit card is declined is because we should give guest face and under this situation, we should very carefully talk to guest. For checking out usingPREPARED BY: APPROVED BYDESIGNATION:Front Office ManagerSIGNATURE/DATE 签名/日期DESIGNATIONSIGNATURE/DATE 签名/日期-酒店管理手册前厅、客房、餐厅、人事、保安、工程、营销、行政、总经办开业、入职、招聘、设计、程序、标准、SOP