三亚希尔顿酒店前厅接待标准工作程序

《三亚希尔顿酒店前厅接待标准工作程序》由会员上传分享，免费在线阅读，更多相关内容在行业资料-天天文库。

1、GuestServiceAgentHILTONSANYARESORT&SPAFRONTOFFICESTANDARDOPERATIONPROCEDUREMANUALINDEX1.Usearrivalfileandcorrespondence2```2.Check-inaguestwithbookinginadvance33.Walkinaguest54.Registerforanindividualguest65.Handleguest'sinquisition76.Checkandactionthetracerep

2、ort87.Enterguestmessageandlocator98.VIPpreparation119.VIPcheckinprocedure1210.Safedepositboxregulationandprocedure1311.Arrivalgrouppreparation1612.Groupcheck-inprocedure1813.Blockaroom2114.Handlelatecheckoutrequisition2215.Extendagueststay2316.Handlearoommovin

3、g2417.Handleaguest'scomplaint2518.Paymentbycreditcard2619.Paymentbycash-registration2720.Paymentbyvoucher-registration2821.Paymentbycompany-registration44GuestServiceAgentHILTONSANYARESORT&SPAFRONTOFFICESTANDARDOPERATIONPROCEDUREMANUAL291.Creditfrequentflyermi

4、les302.Workwithyourfloat313.Acceptcashdepositpriortoaguest'sarrival324.Howtodoamanualposting335.Rebateacharge346.Howtoissueapaid-out357.Howtocashatravellercheque368.Howtoexchangeaforeigncurrency389.Acceptpaymentbycreditcard3910.Acceptavoucherpayment4011.Howtoc

5、heckoutaguest4112.Howtomakeanaudit4213.Balancethecashierfloat4314.Balancethecashierfloat4444GuestServiceAgentHILTONSANYARESORT&SPAFRONTOFFICESTANDARDOPERATIONPROCEDUREMANUALDEPARTMENT:FRONTDESKWHAT(STEPS)TASK:USEARRIVALFILEANDCORRESPONDENCEHOW(KEYPOINTS)EQUIPM

6、ENT:WHY(REASONS)1Gettoday'sarrivalfileandcorrespondencesTakethearrivaldayfilefromthefrontdesktracefilecabinetinthebackofficeinwhichthereservationshouldgivethearrival'sfilecopyinonedayadvance.Ifthereisaqueryoncheck-in,theinformationiseasilyandquicklyobtained.2L

7、ocatecorrespondenceBylookingintotheguestnameonthedocumentsforeasytofindouttherelatedguestregistrationcardkeptinthearrivalguestscabinetatfrontdesk.AttachthecorrespondenceonthatregistrationcardandputbacktothecorrectarrivalbucketIftheguestisinfrontofyouandhasaque

8、ryyouneedtoknowwhatinformationexistsrelatingtohisbooking3VerifythecorrespondenceReadthecorrespondence/reservationsheetandcomparewiththecomputerToensuretheinformationfromthecorrespo