三亚希尔顿酒店前厅接待标准工作程序.docx

三亚希尔顿酒店前厅接待标准工作程序.docx

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三亚希尔顿酒店前厅接待标准工作程序

INDEX

1.

Usearrivalfileandcorrespondence

2```

2.Check-inaguestwithbookinginadvance

3

3.Walkinaguest

5

4.Registerforanindividualguest

6

5.Handleguest'sinquisition

7

6.Checkandactionthetracereport

8

7.Enterguestmessageandlocator

9

8.VIPpreparation

11

9.VIPcheckinprocedure

12

10.Safedepositboxregulationandprocedure

13

11.Arrivalgrouppreparation

16

12.Groupcheck-inprocedure

18

13.Blockaroom

21

14.Handlelatecheckoutrequisition

22

15.Extendagueststay

23

16.Handlearoommoving

24

17.Handleaguest'scomplaint

25

18.Paymentbycreditcard

26

19.Paymentbycash-registration

27

20.Paymentbyvoucher-registration

28

21.Paymentbycompany-registration

29

22.Creditfrequentflyermiles

30

23.Workwithyourfloat

31

24.Acceptcashdepositpriortoaguest'sarrival

32

25.Howtodoamanualposting

33

26.Rebateacharge

34

27.Howtoissueapaid-out

35

28.Howtocashatravellercheque

36

29.Howtoexchangeaforeigncurrency

38

30.Acceptpaymentbycreditcard

39

31.Acceptavoucherpayment

40

32.Howtocheckoutaguest

41

33.Howtomakeanaudit

42

34.Balancethecashierfloat

43

35.Balancethecashierfloat

44

DEPARTMENT:

FRONTDESK

WHAT（STEPS）

TASK:

USEARRIVALFILEANDCORRESPONDENCE

HOW（KEYPOINTS）

EQUIPMENT:

WHY（REASONS）

1Gettoday'sarrivalfileandcorrespondences

Takethearrivaldayfilefromthefrontdesktracefilecabinetintheback

officeinwhichthereservationshouldgivethearrival'sfilecopyinonedayadvance.

Ifthereisaqueryoncheck-in,theinformationiseasilyandquicklyobtained.

2Locatecorrespondence

Bylookingintotheguestnameonthedocumentsforeasytofindoutthe

relatedguestregistrationcardkeptinthearrivalguestscabinetatfront

desk.Attachthecorrespondenceonthatregistrationcardandputbacktothecorrectarrivalbucket

Iftheguestisinfrontofyouandhasaqueryyouneedtoknowwhatinformationexistsrelatingtohisbooking

3Verifythecorrespondence

Readthecorrespondence/reservationsheetandcomparewiththecomputer

Toensuretheinformationfromthecorrespondencehasbeencorrectlyinputinthecomputer.

4Explaintheinformationtothecustomer

Bysaying:

"MrWang,yourreservationwasbookedbyMrs.Gold,andtheratewasconfirmedatXXX,thedetailshavebeensenttoMrs.Goldbyfaxon（date）.

Thecustomermustknowwhatratehewillbechargedandwhythemisunderstandingoccurred.

ALWAYSTHATTHERATEISNOTCONFIDENTIALBEFOREGIVINGOUTANYINFORMATIONTOACUSTOMER

5Apologiseifyouwerewrong

Ifyourcorrespondenceconfirmstheinformationtheguestgaveyou,say:

'MrWang,Ihavethecorrespondenceinfrontofme.Theinformationyougavemeiscorrect.TheroomratewillbeXXX.Pleaseacceptmyapologiesforthemistake.'

Ifwemakeamistakewealwaysapologise,itistheonlywaytorepairthedamagedonetothecustomer’sperceptionofourhotel'sservice.

6Usethereservationcorrespondence

tocross-checkifthereservationisoverbooking

Crosscheckcorrespondencewitharrivalreportandverifythemethodof

confirmation.

ToensurethebookingsyoucalledtheguestincaseofNoShow.

DEPARTMENT:

FRONTDESK

WHAT（STEPS）

TASK:

CHECK-INAGUESTWITHBOOKINGINADVANCE

HOW（KEYPOINTS）

EQUIPMENT:

WHY（REASONS）

1Greetingguest

Bysaying:

'Goodmorning/afternoon/evening,mayIhelpyou?

/IsthereanythingIcandoforyou?

'

Showthecourtesytoguestsandguideguesttostatewhathewantsusdo.

THEGUESTSAIDHEWANTTOCHECKIN

2Inquirytheguesthasreservationin

advanceornot

Bysaying:

'Yessir,mayIknowdoyouhavearoomreservationin

advance?

'

Identifythisisaguestwhohasadvancebookingorawalk-inguest.

THEGUESTSAIDHEHASABOOKINGALREADY

3Inquirytheguestsname,company

nameoragentname.

Inquiryguestname,saying:

'MayIhaveyoursurname,sir?

'

Iftheguestnamecannotbefoundoutinthecomputer,weshouldtryhispossiblecompanynamebysaying:

'Mr.Wang,mayIhaveyourcompanyname,maybe.'Sameastheagent.

Ensurewecanfoundoutthecorrectbookingincomputer.Sometimes,theguestnamewasspelledwrong;weneedtotryhiscompanyoragentname.

4Repeatthereservationdetailsafter

foundouttheexitingbookinginsystem

Weshoulddoubleconfirmthebookingdetailswithguestselfuponcheckin,thedetailsincludestheroomnights,roomrate,in-housepersonno

andthepossiblespecialrequisitionwiththeexceptionofthetravelagentbookingfortheroomrateconfirmation.

Ensurethebookingdetailsarecorrectandconfirmed.

5Guestregistration

Gettheguest'sIDorpassportbysaying:

'Mr.Wang,mayIhaveyour

IDorpassportforregistrationandwouldyoupleasehelpusfillthisregistrationcard,thankyouverymuch.'Weneedtogettheguest'sfullname,sex,birthday,andID/passportnumber.Fortheforeignguests,weneedtogettheVisatypeandvaliddateadditionallyaccordingtothePSBregulations.（DETAILSISINTHESOPOFREGISTERFORGUEST）

Ensurewegetthepossiblefullinformationoftheguestandeasytoupdateintotheprofileandsubmittothe

PSBoffice.

6Checktheregistrationcardquality

andrequesttheguest'saddressandsignature

AftertheguestfinishedfillingtheRC,theGSAshouldcheckweatherthe

informationiscorrectornotbycomparingwiththeguestsID/passport.

Then,requesttheguestaddressandsignaturebysaying:

'MrWang,wouldyoupleasewritedownyourcontactingaddressandsignature,thankyou!

'

Ensuretheinformationiscorrectandthesignaturemeansacknowledgement

forthedetailsontheRCandthestaysinHiltonSanyaResort&Spa.

7Getthepaymentfromtheguests

Bysaying:

'Mr.Wang,mayIknowhowyou'dliketosettleyourroomaccountbycreditcardorcash?

'Forcreditcard,takethecard&printonthecardsliportheRC.Forcash,countasXXX.Takethecashandissueareceiptfromthecomputertoguestandremindhimhanditbacktocashieruponcheckout.

Ensurewegetavalidcreditcardguaranteeordepositintheguest'saccount.

DEPARTMENT:

FRONTDESK

WHAT（STEPS）

TASK:

CHECK-INAGUESTWITHBOOKINGINADVANCE

HOW（KEYPOINTS）

EQUIPMENT:

WHY（REASONS）

8Selectaroom

PressF3keytodisplaytheroomselectingscreen,presspagedown,the

referringroomtypewillshowonthescreen.TheGSAshouldasktheguestpreferencefortheroomiftheavailabilityisapproved,thenhighlighttheselectedroomandpressenter;theroomnumberwillbematchedontheguest'sreservationautomatically.

Ensuretheselectedroomismatchedfortheguest'srequisition.

9Check-inguestincomputer

PressESCkey,thesystemwillshowatalkingwindow'checkinthisroom?

YesorNot.'HighlightYESandpressenter,Fidelioasks'Make

keysforthisroom?

No,1'Select1andpressenter,Fideliosayscheck

insuccessful.Atthesametime,theOnitymachineislight,inserttheOnitywiththetopsideupandtakeitout.Thekeyismade.

Ensuretheroomischeckedintoavoid

doublecheck-inandmakeacorrectkey

fortheselectedroom.

10Makeakeyfolder

Takeonecleanandemptykeyfolder,writedowntheguestname,roomnumber,roomrate,andthedeparturedate,puttheroomOnitykeyintothefolderandhandittoguestbysaying:

'Mr.Wang,yourroomisXXXonthefifteenthfloor,thisisyourroomkeycard.'

Ensuretheguestenjoytheconveniencetosignbillsinhotelbythiskeyfolder.Andthekeyfolderisalsoonepassportinhotel.

11Finishcheck-in

Bysaying:

'Mr.WangisthereanythingelseIcandoforyou?

Andwishyouenjoyyourstaywithus.Thankyou!

'

Toshowthecourtesytoguestandhinthimthecheckinprocedureisfinished.

DEPARTMENT:

FRONTDESK

WHAT（STEPS）

TASK:

WALKINAGUEST

HOW（KEYPOINTS）

EQUIPMENT:

WHY（REASONS）

1Greetingguest

Bysaying:

'Goodmorning/afternoon/evening,sir/madam/miss?

or

IsthereanythingIcandoforyou?

'

Showthecourtesytoguestandguidehimtostatetheneeds.

THEGUESTSAIDHENEEDSAROOMBUTWITHOUTBOOKINGINADVANCE

2Checktheroomavailability

PressF5,selectRateQuarryandentertheroomnights,adultsandenter

/RAKintheRateCodeandpressPageDowntoseetheroomtypeavailability.

Ensuretheroomisnotoverbookedand

thestateinthecomputeriscorrect.

3Bargaintheroomratewithguest

Seetheroomavailabilitytoselltheroomrateaccordingly.Alwaysfromtoptolowandexplaintheroomdifference.Giveguestsuggestionsandasking'Mr.Wang,whichkindofroomdoyouprefer?

'Aftergettheanswerconfirmtheratewithguest'MrWang,youroomrateisourhotel

SummerRateXXXpernightforasuperiorroom.'

INTHISSECTION,ALWAYSTRYTOUPSELL

Trytoupsellhighrateroomstoguesttoincreasethehotelrevenue.

4ChosearoomtypeinRateAvailabilitycategory

HighlighttheselectedroomtypeandpressEnter,youwillhearabeep’

andatthesametime,thesystemwillescapetotheoriginalscreenautomatically.

Ensurethisroomisselectedfromthe

hotelroomavailabilityIt'seasyforroomcontrolandkeepcorrectstatic

5Makeawalk-inreservat