【最新精品版】国际酒店前台宾客离店培训手册

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1、RoomsDivision–FrontOfficeGuestAccountAdministrationâFrontOfficeAmbassadorGuestDepartureGalaxyObjectiveInthistrainingmodule,youwilllearn:ØIntroductiontotheDepartureProcessØApplingallchargestoguestaccountswiththeirapprovalwhenapplicable.(LateCheckout,EarlyDepartureFee,Ref

2、reshmentCenter)ØCheckoutwithCreditCardØCheckoutwithDirectBillingØCheckoutwithCash/CheckØPostingaPaidOutØVideoCheckoutOptionØExpressCheckoutoptionØVoiceMail/AudioCheckoutOptionØHandlingRatesDisputesandChargesØUpdatingGuestHistory/Profile/RemarksafterDeparture.ØOverviewof

3、ServiceExpressduringtheDepartureProcessØCommunicationwithHousekeepingØLatechangesBillingandProcedures.ØWestinQualityAssuranceShoppingListPerformanceExpectationTobesignedoffonthistrainingmodule,youwill,frommemory,demonstrateknowledgeoftheitemsnotedabovetoyourtrainer.Timi

4、ngThesecondweekoftrainingWhyINeedtoKnowThisSimilartocheck-inspeed,checkoutspeedalsoisakeydriverforguestsatisfaction.Frequenttraveler’svaluebeingabletocheckoutofahotelquicklyandefficiently.Friendlinessisalsoimportantduringcheckout.Whetheraguestchecksoutinpersonoroverthet

5、elephone,he/sheshouldbegreetedinafriendlymannersotheguesthasapositiveimpressionofthehotelandwillwanttoreturn.Checkoutisthetimetomakeagreatlastimpressionofthehotelfortheguest.39__________________________________________________________________________________________NewH

6、ireTraining&Certification,January2002EditionCopyrighted,confidentialandproprietaryinformationofStarwoodHotels&ResortsWorldwide,Inc.RoomsDivision–FrontOfficeGuestAccountAdministrationâFrontOfficeAmbassadorGuestDepartureGalaxyINTRODUCTIONFDDEP1-1/1/02Attheendoftheguest’ss

7、tayinthehotel,he/sheusuallywillstopattheFrontDesktocheckout.Duringthisprocess,theguestwillsettlehis/heraccount,whichwillreleasetheguestroom.Earlyinthemorning,theNightAuditShiftwillprintcopiesofallfoliosforguestswhoareduetocheckoutofthehotelthatday.TheovernightServiceExp

8、ressAmbassadorwillslidefoliosundereachdoorat2AMStandardAmbassadorestablishesimmediatepositiveeyecontactAmbassa