三亚希尔顿酒店前厅接待标准工作程序.docx

1、三亚希尔顿酒店前厅接待标准工作程序I N D E X1. Use arrival file and correspondence 2 2. Check-in a guest with booking in advance 3 3. Walk in a guest5 4. Register for an individual guest 6 5. Handle guests inquisition 7 6. Check and action the trace report 8 7. Enter guest message and locator 9 8. VIP preparation 11

2、9. VIP check in procedure 12 10. Safe deposit box regulation and procedure 13 11. Arrival group preparation 16 12. Group check-in procedure 18 13. Block a room 21 14. Handle late check out requisition22 15. Extend a guest stay 23 16. Handle a room moving24 17. Handle a guests complaint 25 18. Paymen

3、t by credit card 26 19. Payment by cash-registration 27 20. Payment by voucher-registration 28 21. Payment by company-registration 29 22. Credit frequent flyer miles 30 23. Work with your float 31 24. Accept cash deposit prior to a guests arrival 32 25. How to do a manual posting 33 26. Rebate a cha

4、rge 34 27. How to issue a paid-out 35 28. How to cash a traveller cheque 36 29. How to exchange a foreign currency 38 30. Accept payment by credit card 39 31. Accept a voucher payment 40 32. How to check out a guest 41 33. How to make an audit 42 34. Balance the cashier float 4335. Balance the cashi

5、er float44DEPARTMENT:FRONT DESKWHAT (STEPS)TASK:USE ARRIVAL FILE AND CORRESPONDENCEHOW (KEY POINTS)EQUIPMENT:WHY (REASONS)1 Get todays arrival file and correspondencesTake the arrival day file from the front desk trace file cabinet in the backoffice in which the reservation should give the arrivals

6、file copy in one day advance.If there is a query on check-in, the information is easily and quickly obtained.2 Locate correspondenceBy looking into the guest name on the documents for easy to find out the related guest registration card kept in the arrival guests cabinet at frontdesk. Attach the cor

7、respondence on that registration card and put back to the correct arrival bucketIf the guest is in front of you and has a query you need to know what information exists relating to his booking3 Verify the correspondenceRead the correspondence/reservation sheet and compare with the computerTo ensure

8、the information from the correspondence has been correctly input in the computer.4 Explain the information to the customerBy saying: Mr Wang, your reservation was booked by Mrs. Gold, and the rate was confirmed at XXX, the details have been sent to Mrs. Gold by fax on (date).The customer must know w

9、hat rate he will be charged and why the misunderstanding occurred.ALWAYS THAT THE RATE IS NOT CONFIDENTIAL BEFORE GIVING OUT ANY INFORMATION TO A CUSTOMER5 Apologise if you were wrongIf your correspondence confirms the information the guest gave you, say: Mr Wang, I have the correspondence in front

10、of me. The information you gave me is correct. The room rate will be XXX. Please accept my apologies for the mistake.If we make a mistake we always apologise, it is the only way to repair the damage done to the customers perception of our hotels service.6 Use the reservation correspondenceto cross-c

11、heck if the reservation is overbookingCross check correspondence with arrival report and verify the method ofconfirmation.To ensure the bookings you called the guest in case of No Show.DEPARTMENT:FRONT DESKWHAT (STEPS)TASK:CHECK-IN A GUEST WITH BOOKING IN ADVANCEHOW (KEY POINTS)EQUIPMENT:WHY (REASON

12、S)1 Greeting guestBy saying: Good morning/afternoon/evening, may I help you?/ Is there anything I can do for you?Show the courtesy to guests and guide guest to state what he wants us do.THE GUEST SAID HE WANT TO CHECK IN2 Inquiry the guest has reservation inadvance or notBy saying: Yes sir, may I kn

13、ow do you have a room reservation in advance?Identify this is a guest who has advance booking or a walk-in guest.THE GUEST SAID HE HAS A BOOKING ALREADY3 Inquiry the guests name ,companyname or agent name.Inquiry guest name, saying: May I have your surname, sir?If the guest name can not be found out

14、 in the computer, we should try his possible company name by saying: Mr. Wang, may I have your company name, maybe. Same as the agent.Ensure we can found out the correct booking in computer. Sometimes, the guest name was spelled wrong; we need to try his company or agent name.4 Repeat the reservatio

15、n details afterfound out the exiting booking in systemWe should double confirm the booking details with guestself upon check in, the details includes the room nights, room rate, in-house person noand the possible special requisition with the exception of the travel agent booking for the room rate co

16、nfirmation.Ensure the booking details are correct and confirmed.5 Guest registrationGet the guests ID or passport by saying: Mr. Wang, may I have yourID or passport for registration and would you please help us fill this registration card, thank you very much. We need to get the guests full name, se

17、x, birthday, and ID / passport number. For the foreign guests, we need to get the Visa type and valid date additionally according to the PSB regulations. (DETAILS IS IN THE SOP OF REGISTER FOR GUEST)Ensure we get the possible full information of the guest and easy to update into the profile and subm

18、it to thePSB office.6 Check the registration card qualityand request the guests address and signatureAfter the guest finished filling the RC, the GSA should check weather theinformation is correct or not by comparing with the guests ID/passport.Then, request the guest address and signature by saying

19、: Mr Wang, would you please write down your contacting address and signature, thank you!Ensure the information is correct and the signature means acknowledgement for the details on the RC and the stays in Hilton Sanya Resort & Spa.7 Get the payment from the guestsBy saying: Mr. Wang, may I know how

20、youd like to settle your room account by credit card or cash? For credit card, take the card & print on the card slip or the RC. For cash, count as XXX. Take the cash and issue a receipt from the computer to guest and remind him hand it back to cashier upon check out.Ensure we get a valid credit car

21、d guarantee or deposit in the guests account.DEPARTMENT:FRONT DESKWHAT (STEPS)TASK:CHECK-IN A GUEST WITH BOOKING IN ADVANCEHOW (KEY POINTS)EQUIPMENT:WHY (REASONS)8 Select a room Press F3 key to display the room selecting screen, press page down, thereferring room type will show on the screen. The GS

22、A should ask the guest preference for the room if the availability is approved, then highlight the selected room and press enter; the room number will be matched on the guests reservation automatically.Ensure the selected room is matched for the guests requisition.9 Check-in guest in computerPress E

23、SC key, the system will show a talking window check in this room? Yes or Not. Highlight YES and press enter, Fidelio asks Makekeys for this room? No, 1 Select 1 and press enter, Fidelio says checkin successful. At the same time, the Onity machine is light, insert the Onity with the top side up and t

24、ake it out. The key is made.Ensure the room is checked in to avoiddouble check-in and make a correct keyfor the selected room.10 Make a key folder Take one clean and empty key folder, write down the guest name, room number, room rate, and the departure date, put the room Onity key into the folder an

25、d hand it to guest by saying: Mr. Wang, your room is XXX on the fifteenth floor, this is your room key card.Ensure the guest enjoy the convenience to sign bills in hotel by this key folder. And the key folder is also one passport in hotel.11 Finish check-inBy saying: Mr. Wang is there anything else

26、I can do for you? And wish you enjoy your stay with us. Thank you!To show the courtesy to guest and hint him the check in procedure is finished.DEPARTMENT:FRONT DESKWHAT (STEPS)TASK:WALK IN A GUESTHOW (KEY POINTS)EQUIPMENT:WHY (REASONS)1 Greeting guestBy saying: Good morning/afternoon/evening, sir/m

27、adam/miss? orIs there anything I can do for you?Show the courtesy to guest and guide him to state the needs.THE GUEST SAID HE NEEDS A ROOM BUT WITHOUT BOOKING IN ADVANCE2 Check the room availabilityPress F5, select Rate Quarry and enter the room nights, adults and enter/RAK in the Rate Code and pres

28、s Page Down to see the room type availability.Ensure the room is not overbooked andthe state in the computer is correct.3 Bargain the room rate with guestSee the room availability to sell the room rate accordingly. Always from top to low and explain the room difference. Give guest suggestions and as

29、king Mr. Wang, which kind of room do you prefer? After get the answer confirm the rate with guest Mr Wang, you room rate is our hotelSummer Rate XXX per night for a superior room.IN THIS SECTION, ALWAYS TRY TO UPSELLTry to up sell high rate rooms to guest to increase the hotel revenue.4 Chose a room

30、 type in Rate Availability categoryHighlight the selected room type and press Enter, you will hear a beepand at the same time, the system will escape to the original screen automatically.Ensure this room is selected from the hotel room availability Its easy for room control and keep correct static5 Make a walk-in reservat