国际酒店前厅前台操作程序手册-SOP Rec 12 Regular Guest Check in.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 OfficeJOB TITLE职务: ReceptionistTASK NO任务编号: 12TASK: Regular Guest Check in (Page 1 of 2)EQUIPMENT REQUIRED设备要求设备要求: Fidelio Work stationWHAT

2、TO DO要做什么要做什么HOW TO DO如何去做如何去做WHY为什么Greet guest.Check reservation in computer.Confirm room type and rate.Check guest profile.Collect ID for registration.Present registration card for guest signing.Greet guest upon guest approach front desk counter with smile by saying: “Good morning, Welcome back to

3、 Sofitel Boao, Mr./Mrs. XX.” (When receptionist recognize the guest) Find out reservation immediately in computer, if fail to find out, try other way, e.g. use guest company name or travel agency name to check in computer. If you still cannot find, askguest if he has made a reservation with us. Conf

4、irm room configuration and rate with guest according to reservation by circling the rate on the registration card with smile and eye contact. By saying: “Mr. XX, this is your room rate, this is your room number. It is a non-smoking king size room.” Meanwhile say something to create good relationship

5、 with guest by saying: “how is your trip?”If guest has no reservation, check guest profile to find out guest previous requirement and comments. Ensure that use correct guest previous profile. Find out last time record by saying: “Mr. XX, I remember last time you stayed with us is on may, is it?” If

6、guest is foreigner, politely collect guest passport for filling the update VISA number and expired date. Politely explain to guest VISA need to be updated.By saying, “Mr./Mrs. XX, May I have your passport please?”Present registration card to guest and invite guest to sign on R.C. If guest have no re

7、servation, we can provide one blank registration card for guest signing. Guests person data can be got from computer.Present our courtesy and kindly service at first time. Address guest with guest name to make guest feel self esteem and respectedLocate reservation immediately; try to provide efficie

8、ncy service to guest at first time and every single time.Clearly confirm detail with guest to avoid making guest feel confused, meanwhile let guest feel our genuine service.Confidential reason.Provide consistent service with anticipating guest request. Be consistent in delivering warm and natural se

9、rvice.Adhere to local policy.PSB basic requirement.Guest history can be got in computer. Save time on registration to avoid to let guest wait. Care for guest patient.Ensure our procedure are friendly to customer and staffPREPARED BY编写人: APPROVED BY批准: DESIGNATION名称Front Office Manager前厅经理前厅经理SIGNATU

10、RE/DATE签名/日期签名/日期DESIGNATION名称SIGNATURE/DATE签名/日期签名/日期DEPARTMENT部门: Front OfficeJOB TITLE职务: ReceptionistTASK NO任务编号: 12TASK: Regular Guest Check in (Page 2of 2)EQUIPMENT REQUIRED设备要求设备要求: Fidelio Work stationWHAT TO DO要做什么要做什么HOW TO DO如何去做如何去做WHY为什么Collect guest payment.Confirm check out time.Expre

11、ss checks in and make room key to guest.Introduce bellboy and ask him to escort check in.Sign on registration cardGet approval code for credit card.Politely collect payment from guest: credit card, travelers check or cash deposit acceptance procedure should be observed according to guest payment. Th

12、e amount of cash deposit according to accounting policy.Record the credit card No. on the registration card.Remember some guest may not ask for cash deposit, as they are “extremely Regular”.Kindly confirm check out time with guest.By saying,“Mr./Mrs. XX, do you need any transportation on your depart

13、ure?”Block one room and express check in computer and make the room key. Meet the target, “ONE” minute check in.Introduce bellboy to guest and wish guests a pleasant stay.By saying,“Mr./Mrs. XX, Allan will show you to the room, wish you have a pleasant stay.”Bellboy signs on registration.If the gues

14、t pays by credit card, imprint the credit card number into EDC machine to get approval code upon guest check in.Advance deposit should be collected to protect hotel benefit.Show respect and trust.Control room status.Care for guest patient and avoid to let guest waiting.Use our sincerely and humility service to present our respect to guest.Check the credit card limit.PREPARED 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、SOP5