国际酒店前厅操作手册-SOP Rec 10 无预约入住Check in without Reservation-Walk in.doc

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1、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

2、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: 10TASK任务: Check in without Reservation-Walk in ( 1 of 3)EQUIPMENT REQUIRED: Fidelio Work station WHAT TO DO要做什么HOW TO DO如何去做WHY为什么Greet guest.Identify.Confirm room configuration and rate.

3、Collect ID and guest name card for registration.Fill in registration card.Greet guest upon guest approach front desk counter with smile by saying: “Good morning, Welcome to Sofitel Boao, May I help you, Sir/Madam?Check system make sure guest has no reservation. Meanwhile check the guest history, mak

4、e sure we follow the guest history information.Confirm rate and room number with guest by circling the rate on registration card. Do not speak out to avoid others hearing.By saying: “This is your room rate and room number. It is a non-smoking, king size bedroom. ”Meanwhile, say some thing to guest i

5、n order to create the good guest relationship by saying: “Mr. XX, how is your trip? Is this first time to Boao? How is your flight?”Politely collect guest ID or passport and name card for registration. Use two hands to receive guest certificate and name card for completely address. Clearly, neatly,

6、accurately and efficiency fill in the registration card for guest.If the walk in guest has the detailed profile record, do not ask for business card again.Every guest needs to be registered.Present our courtesy and kindly service at first time.Clarify guest is walk in guest or with reservation to av

7、oid no show reservation.Clearly confirm detail with guest to avoid making guest feel confused. Meanwhile, let guest feel our genuine care. Confidential reason.Give guests a home feeling.Show our hospitality.PSB request. Avoid to let guest wait for too long time. Caring for guest patient. And ensure

8、that all necessary information is reflected for guest history.We will do more in every customer contact.According to the PSB policy.PREPARED BY: APPROVED BY: DESIGNATIONFront Office ManagerSIGNATURE/DATE 签名/日期DESIGNATIONGeneral ManagerSIGNATURE/DATE 签名/日期DEPARTMENT部门: Front Office前厅部JOB TITLE职务: Rec

9、eptionist前台接待TASK NO任务编号: 10TASK任务: Check in without Reservation-Walk in ( 2 of 3)EQUIPMENT REQUIRED: Fidelio Work stationWHAT TO DO要做什么HOW TO DO如何去做WHY为什么Invite guest to sign R.CCollect guest payment.Confirm check out timeConfirm if need transportationExpress checks in and make room key to guest.Fi

10、ll in welcome booklet.After completion of the registration card filling, politely invite guest to read and sign on registration card. Use two hands to present the registration card to guest, as well as offer one pen.Politely collect payment from guest: credit card, travelers check or cash deposit ac

11、ceptance procedure should be observed according to guest payment. The amount of cash deposit according to accounting policy.By saying: “ Mr. XX, How would you settle your payment?”Polite confirms check out time with guest by saying: “ Mr. XX, may I reconfirm that your departure date is XX, may I kno

12、w if you have any air ticket to be reconfirmed?”If yes, follow “guest check in with reservation procedure.Say: “Mr. XX, would you like to have limousine service upon your departure?”Express checks in computer and make the room key.Fill in welcome booklet clearly, neatly and accurately.Care for guest

13、 understanding the information filled on registration card and sign for agreeing.Advance deposit should be collected to protect hotel benefit.Do more for the customer.Always do more for the customer.Care for guest patient and avoid to let guest wait for long time.Avoid any dispute in future and pres

14、ent guest our genuine and sincerely service with carefully workPREPARED BY: APPROVED BY: DESIGNATIONFront 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: 10TASK任务: Check in without Reservation-Walk in (3 of 3)EQU

15、IPMENT REQUIRED: Fidelio Work stationWHAT TO DO要做什么HOW TO DO如何去做WHY为什么Confirm information with guest.Present welcome booklet and necessary items to guest with eye contact and smile. Ask if guest any else helpPass room key to bellboy.Receptionist sign on registration card.Get approval code for credit

16、 card.Attach items.Confirm guest name, room number, arrival date, and departure date and room rate with guest. Saying: “Mr. XX, this is your room number and this is your room rate”Use two hands to present welcome booklet and necessary items to guest.Saying: “Mr. XX, my name is Scott, Im the receptio

17、nist, I do hope you will enjoy your stay, if is there anything I can do for you, please let me know.”Inform bellboy the room number.Receptionist signs on registration card. Update in the system Fidelio.If the guest pays by credit card, input credit card number into EDC machine to get approval code u

18、pon guest check in.If the credit card is declined, ask guest to change payment by saying: “Mr./Mrs. XX, I am very sorry to inform you that after checking with the bank, we cant get approval code for your credit card, would you mind to tell me how are you going to settle your payment?” EDC voucher at

19、tach with registration card togetherCare for guest understanding on every detail information and request guest written agreement on information.Care for the guest understanding, confidential reason.Use our sincerely and humility service to present our respect to guest.For future using.Check the cred

20、it card limit.We dont tell guest his/her credit card is declined because we should give guest face.Maintain respectUnder this situation, we should be very careful to talk to guest to maintain guest esteem.For filing.PREPARED BY: APPROVED BY: DESIGNATIONFront 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酒店管理之家