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ID:1649448
大小:2.99 MB
页数:39页
时间:2017-11-12
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1、RoomsDivision–FrontOfficeGuestAccountAdministrationâFrontOfficeAmbassadorGuestDepartureGalaxyObjectiveInthistrainingmodule,youwilllearn:ØIntroductiontotheDepartureProcessØApplingallchargestoguestaccountswiththeirapprovalwhenapplicable.(LateCheckout,EarlyDepartureFee,RefreshmentCenter)ØCh
2、eckoutwithCreditCardØCheckoutwithDirectBillingØCheckoutwithCash/CheckØPostingaPaidOutØVideoCheckoutOptionØExpressCheckoutoptionØVoiceMail/AudioCheckoutOptionØHandlingRatesDisputesandChargesØUpdatingGuestHistory/Profile/RemarksafterDeparture.ØOverviewofServiceExpressduringtheDepartureProc
3、essØCommunicationwithHousekeepingØLatechangesBillingandProcedures.ØWestinQualityAssuranceShoppingListPerformanceExpectationTobesignedoffonthistrainingmodule,youwill,frommemory,demonstrateknowledgeoftheitemsnotedabovetoyourtrainer.TimingThesecondweekoftrainingWhyINeedtoKnowThisSimilartoch
4、eck-inspeed,checkoutspeedalsoisakeydriverforguestsatisfaction.Frequenttraveler’svaluebeingabletocheckoutofahotelquicklyandefficiently.Friendlinessisalsoimportantduringcheckout.Whetheraguestchecksoutinpersonoroverthetelephone,he/sheshouldbegreetedinafriendlymannersotheguesthasapositiveimp
5、ressionofthehotelandwillwanttoreturn.Checkoutisthetimetomakeagreatlastimpressionofthehotelfortheguest.39__________________________________________________________________________________________NewHireTraining&Certification,January2002EditionCopyrighted,confidentialandproprietaryinformat
6、ionofStarwoodHotels&ResortsWorldwide,Inc.RoomsDivision–FrontOfficeGuestAccountAdministrationâFrontOfficeAmbassadorGuestDepartureGalaxyINTRODUCTIONFDDEP1-1/1/02Attheendoftheguest’sstayinthehotel,he/sheusuallywillstopattheFrontDesktocheckout.Duringthisprocess,theguestwillsettlehis/heraccou
7、nt,whichwillreleasetheguestroom.Earlyinthemorning,theNightAuditShiftwillprintcopiesofallfoliosforguestswhoareduetocheckoutofthehotelthatday.TheovernightServiceExpressAmbassadorwillslidefoliosundereachdoorat2AMStandardAmbassadorestablishesimmediatepositiveeyecontactAmbassa
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