国际酒店前厅前台操作程序手册-SOP Rec 62 Counter Express check out procedure.doc

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1、Standard Operation Procedures / Front Desk标准操作程序/前台STANDARD OPERATION PROCEDURES标准操作程序RECEPTIONIST前台接待国际酒店管理手册前厅/客房/餐饮/营销/工程/保安/质检/人事/行政/资料DEPARTMENT部门: Front Office JOB TITLE职务: ReceptionistTASK NO任务编号: 62TASK: Counter Express check out procedure (Page 1 of 1) EQUIPMENT REQUIRED设备要求设备要求: FidelioWHA

2、T TO DO要做什么要做什么HOW TO DO如何去做如何去做 IT如何去做如何去做WHY为什么 Greeting guestCollect ECO folderPrint one latest bill folio Fare well with guest.Check out room in computerSettle bill with EDC machineStamp on the credit card voucherFilePass Room reservation request to Reservation DEPARTMENT部门 When guest approach c

3、ounter, greeting guest, saying, “ Good morning/afternoon/ evening, Sir/Madam, May I help you.”If guest pass ECO folder, politely receive it from guest with two handsPrint one latest bill folio for guest and pass it to guest.Ask if guest need any else help, if no, fare well with guest by saying, “ Th

4、ank you, Mr./Ms. xx, wish you have a pleasant trip and wish to see you again.”After guest leave the counter, check out the room in computer. Manually input the guests credit card number in EDC machine to settle bill.Stamp on the credit card voucher copies with the words “signature on file”Attach ECO

5、 slip, guest registration card, bill folio, credit card voucher and all guest check signed by guest at outlets together and keep at receptionists drawer. At the end of shift, pass it to Account DEPARTMENT部门If guest has filled in the Room reservation request form, pass it to Reservation DEPARTMENT部门.

6、 Show our courtesy service to guest.Give guest the latest information regarding his bill.The last impression is the lasting impression.Avoid forgetting checking out and update room status immediatelyFor claiming money from the bankAll material are needed for claiming money from the bankMeet guests requestPREPARED BY编写人: APPROVED BY批准DESIGNATION名称Front Office Manager前厅经理前厅经理SIGNATURE/DATE签名/日期签名/日期DESIGNATION名称SIGNATURE/DATE签名/日期签名/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