无锡酒店前台员工培训文件25.docx

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1、前台FRONTDESK部门/区域：FD接待处DEPARTMENT/AREA:FDRECEPTION服务内容/工作职责：FD-SOP-14预登记的客人SERVICE/TASK:REGISTERINGGUESTS确保早到和预登记的客人有洁净房，保证性预定的来宾未抵店需要标准：与来宾确认酒店需收取房费。STANDARD:Thereisacleaninspectedroomavailableforearlyarrivalsandpre-registerednoshowsareidentifiedandcharged.来宾期望工作职责工作标准Guestexpec

2、tationWhattodo?StandardofPerformance有房间可供出租为抵店者做好预备?客人资料信息应输入在客史档案内TohavetheroomreadyPrepareforthearrivalGuestprofilewillbeinputintothespecialsuponarrivalfield房间情况与登记时相符?作预登记的客人应在其姓氏后面作标志兵/或符合其个人需求Pre-requestwillbetypedafterguests’Tobegivenansurname.accommodationconsistentwithth

3、e?预登记的客人必须在系统内C/I并做好钥匙registrationand/orthatPre-registeredguestsmustbechecked-inandmeetspersonalkeyscut.requirements?给前台留提示告之此客人已预登记入住进入房间简单化Toaccessroomeasily高效而亲切的服务为早到客人预备登记EfficientandfriendlyPrepareregistrationserviceforearlyarrivalTraceforReceptionindicatingroomispre-regi

4、stered?确保房间处于待售状态，提早一天将预登记客人房间锁住Makesuretheroomisready,blockroompreviousdayforpreregistration?与早班接待员确认CheckwithmorningReceptionist?来宾抵店时将预登记删除Iftheguestarrives,deletethepre-registration1/2?确保抵店来宾在登记卡上签字Makesureregistrationcardissignedbytheguestuponarrival?到中午时来宾仍然未到，必须予以退房。Bymid

5、-dayiftheguesthasnotarrived,theroommustbecheckedout.?用担保的支付方式支付房费Settletheroomchargewiththeguaranteedmethodofpayment.2/2