酒店服务流程(英文)

《酒店服务流程(英文)》由会员上传分享，免费在线阅读，更多相关内容在教育资源-天天文库。

1、CheckinginGuestwithReservationServiceRequired:TheReceptionistMustBeASalesRepresentativeAtAllTimes.He/SheMustHaveAThroughKnowledgeOfTheProductTheySell,DetailsOfTheHotel,Rates,Services,AndFacilities.JobPerformanceRequired–Guidelines-:üGreatyourguestwarmlywithsmile.üAskIfYouMayHelpHimWithACourt

2、esyWay.üIfTheGuestSaysThatHeHaveAReservation,AskPolitelyforTheGuestName.üCalls-UpTheInformationOnTheComputerScreen.üMakeYourDoubleCheckByRepeatingTheGuestFullName.üReconfirmTypeOfRoomRequired.üAskForTheLengthOfStayAndDepartureDateExpected.üReconfirmHowManyPeopleInTheParty.üYouMayOfferOptions

3、WithUpsellingTechniques,AndAccordingToYourRoomsAvailabilityChart.üAScanForASpecialNotesMayRevealSpecialRequestsSuchAsV.I.PTreatment…….Etc.üReconfirmTheModeOfPaymentAndFollowUpWithPaymentProceduresAccordingly.üAskToCompleteTheRegistrationCard.üThankTheGuestAndCheckIfThereIsAnyMessagesForHim/H

4、er.üMatchTheRightRoomForTheGuestAndMakeTheBlocking.üOfferAdditionalServicesSuchAsWakeUpCallsOrSpecialGuestNeedsToBeCovered.üCallTheBellManWhoIsAssignedToCarryTheLuggageForTheGuest.üWishYourGuestAPleasantStay.CheckinginGuestwithoutReservation·GreatTheGuestWarmlyWithSmile&AskIfYouMayHelp.üIfTh

5、eGuestHasNoReservation,AskYouGuestToStateHis/HerGeneralNeeds.üObtainTheSpecificDetailsSuchAsüWhatTypeOfRoomIsDesired?üHowManyPeopleintheParty?üWhatIsTheirAnticipatedLengthOfStay?üWhatRateIsAcceptable?üMethodsofPayment(CashorCreditCards)?·BasedOnTheAboveTheRoomClerkShouldMatchesRoomsAvailable

6、ToTheCustomersWishes.·OfferOptionsbyUsingRoomLocation,SuchAs:SeaView,PoolSide,Etc.·AfterYouCoverTheEntireGuestNeedsPresentTheRegistrationCardAndAskTheGuestToFill.·IfTheCreditCardWillBeUsed,ObtainCreditData.·LocateTheRoomAndCompleteNormalCheck-InProcedures.CheckinginGroupFirst:BeforeCheckIn·B

7、eFullyAwareOftheArrivalTime·PrepareTheBlocking.·CheckReadyRoomswithHousekeeping·PrepareTheKeyEnvelopes.·CheckwiththeBellCaptionConcerningtheReadinessoftheLuggageStickerSecond:UponCheckIn·WelcomeTheGroupWithTheWelcomeDrink.·CheckWithTheTourLeaderThe