国际酒店前厅前台操作程序手册-SOP Rec 11 Guest check in with Reservation.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: 11TASK: Guest check in with Reservation客人入住预订 (Page 1 of 3)EQUIPMENT REQUIRED设备要求: Fidelio Work s

2、tationWHAT TO DO要做什么HOW TO DO如何去做WHY为什么Greet guest.Identify guest who come with luggage or briefcase and inquire guest name with smile and eye contact.Check reservation in computer.Confirm room type with politely manner and smile, eye contact.Greet guest upon guest approach front desk counter with s

3、mile by saying: “Good morning, welcome to Sofitel Boao. May I help you, Sir/Madam?If guest has reservation, politely inquire guest name by saying: “May I have your last name, sir/Madam?” Find out reservation immediately in computer, if fail to find out, try other way, e.g. use guest company name or

4、travel agency name to check in computer. By saying: “Mr. XX, may I have your company name or may I know the company you made your booking with?” You may ask guest “Mr. XXX, Do you have a reservation with us?Note: Never say to guest: “No reservation even if reservation cant be found in computer. Use

5、guest company contract rate and guest preference to check in guest at first.If VIP or Sofitel Privilege Card Holder refer to GRO immediately. By saying: “Mr. XX, please wait for a moment, our Guest Relation Officer will show you the way to the room.” Or if GRO is busy, follow Privileges standard to

6、service the guest. Confirm room type and rate with guest according to reservation by clearly description.By saying: “Mr. XX, you have booked one king size room, is it correct?”Present our courtesy and kindly service at first time.Clarify guest is walk in guest or with reservation. So that you can ch

7、eck the reservation in computer.Locate reservation immediately; try to provide efficiency service to guest at first time and every single time.Show your respect and courtesy to our guest.We must show courtesy and sincerity.Clearly confirm detail with guest to avoid making guest feel confused, meanwh

8、ile let guest feel our genuine service.PREPARED BY编写人: APPROVED BY批准: DESIGNATION名称Front Office Manager前厅经理SIGNATURE/DATE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: 11TASK: Guest check in with Reservation (Page 2 of 3)EQUIPMENT REQUIRED设备

9、要求: Fidelio Work stationWHAT TO DO要做什么HOW TO DO如何去做WHY为什么Advise guest from getting R cardCheck in guest in computerCollect ID card/ Business card for registration. Fill registration card. Chinese guest use local R.CConfirm and collect the paymentBy saying: “Just one moment, Mr. XX, Im going to get y

10、our registration card.” Draw out pre-registered registration card and prepared welcome booklet from reservation form holding box.If guest request non-smoking room, please follow up in the system and key in the guest profile, so we can meet guests needs in the future.If very frequent guest no need co

11、nfirm type and rate all the time, do according to the profile.If there is detail profile in the system, do not collect business card again. Check in guest in computer immediately.Politely collect guest ID card/Business card for registration. Use two hands to receive guest ID card/business card, By s

12、aying: “Mr. XX, may I have your passport and business card for reference. Thank you.”Clearly, neatly accurately and efficiency fill in the registration card for guest. Kindly invite the guest to sign on both two R.C.Politely confirm payment with guest according to the reservation by saying: “Mr. XX,

13、 how would you like to settle your bill?”If it is credit card, quickly take in print.In order to avoid the guest confusion and show care.Demonstrate consistency in service.Avoid forgetting check in guest in computer.Fill in registration for guest to show our hospitality.Avoid to let guest wait for t

14、oo long time. Do more for our customer in every customer contact.Advance deposit should be collected to protect hotel benefit.PREPARED BY编写人: APPROVED BY批准: DESIGNATION名称Front Office Manager前厅经理SIGNATURE/DATE签名/日期DESIGNATION名称SIGNATURE/DATE签名/日期DEPARTMENT部门: Front OfficeJOB TITLE职务: ReceptionistTASK

15、 NO任务编号: 11TASK: Guest Check in with Reservation (Page 3 of 3)EQUIPMENT REQUIRED设备要求: Fidelio Work stationWHAT TO DO要做什么HOW TO DO如何去做WHY为什么Confirmation information with guest.Present welcome booklet and necessary items to guest.Inform the bellboyAsk if guest need any else helpComplete check in.Sign

16、on registration card.Get approval code for credit card.Attach items.Confirm guest name, room number, arrival date, and departure date and room rate with guest.Use two hands to present welcome booklet and necessary items to guest.Pass the key to bellboy and inform the room number.Ask if guest need an

17、y else help by saying: “Mr./Mrs. XX, Is there anything else I can do for you?”Introduce bellboy to guest and wish guests a pleasant stay.Receptionist signs on registration card.If the guest pays by credit card, input credit card number into EDC machine to get approval code upon guest check in.If the

18、 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 please change to another payment, thank you.” Attach registration card with EDC voucher togetherCa

19、re for guest understanding on detail information.Use our sincerely and humility service to present our respect to guest.Anticipate guest request.Use teamwork to consistently serve guest.For future using.Check the credit card limit.We dont tell guest his/her credit card is declined because we should give guest face.Under this situation, we should be very careful to talk to guestFor filing.PREPARED BY编写人: APPROVED BY批准: DESIGNATION名称Front Office Manager前厅经理SIGNATURE/DATE签名/日期DESIGNATION名称SIGNATURE/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、SOP5