HHow to check in a guest booked through a wholesale agent

1、Task:工序:How to check in a Guest booked through a wholesale agent如何為旅行社結(jié)算的客人辦入住Job Title:職位:Guest Services Officer 賓客服務(wù)員Step 1第一步Welcome the Guest歡迎客人· Greet the Guest using the appropriate time of day.準(zhǔn)確的問候客人· Smile and act in a friendly manner.微笑及熱情友善的態(tài)度· Maintain eye contact 保持目光接觸&

2、#183; Use the Guests name if known 盡量稱呼客人的名字· Speak slowly & clearly 口齒清晰，語速適中“Good Morning/Good Afternoon/Good Evening, Sir/Madam, May I help you?” ”“早上好，先生/小姐，歡迎光臨深航國際酒店!”Step 2第二步Identify Guests reservation確認(rèn)客人預(yù)訂· Check for the Guests last name in OPERA在OPERA系統(tǒng)中按客人的姓氏查找· By che

3、cking against the Guests passport or ID card.以客人的護(hù)照或身份證件上的信息來查找。· See Session Plan: “How to handle a check in whose reservation cannot be found ”參照培訓(xùn)計劃“如何處理無法找到預(yù)訂”· Wholesale reservations can be identified by the specific rate code or billing line in cashier comments從特殊的房價代碼或是結(jié)賬備注中確認(rèn)“Welco

4、me to Shenzhenair International Hotel, may I have your name please?”“歡迎光臨深航國際酒店, 請問怎么稱呼您呢?“Mr/Ms. XXX, may I have your passport for registration please?”“先生/小姐，可以出示一下您的證件嗎”Step 3第三步Confirm that the reservation is booked through a wholesale agent確認(rèn)旅行社結(jié)算的預(yù)訂· If the Guest does not have the voucher

5、 on check in, reservations correspondence must be obtained as a backup and the travel agent will have to be contacted for verification. Should no backup documentation exist, the Guest must be advised that they will be responsible for the room charges unless a voucher of appropriate correspondence is

6、 located.與旅行社聯(lián)系確認(rèn)，保留預(yù)訂信以做支持性文件。需與客人確認(rèn)，如未收到任何確認(rèn)性文件，房費將由客人自付。· Notify Team Leader for assistance報告領(lǐng)班協(xié)助“Mr/Ms. XXX, may I have your travel agent voucher, please”“XXX先生/小姐,可以出示一下旅行社發(fā)給您的入住函嗎?”“Mr/Ms XXX, we have not received confirmation from your travel agent. The daily rate of RMB XXX (rate of the

7、 day) will apply until we receive the written confirmation.”“XXX先生/小姐,由于您暫時未能收到您的旅行社確認(rèn)傳真，在收到確認(rèn)之前我們將先按今天的房價為您辦理?！盨tep 4第四步Reconfirm Guest room preference再次確認(rèn)客人房間要求· Reconfirm the Guest room preference (king/twin and smoking/non smoking)再次確認(rèn)客人房間要求（雙人床/單人床/吸煙或不吸煙）“Mr/Ms. XXX, may I reconfirm that

8、you requested a king size bed on a non smoking floor?”“XXX先生/小姐，和您確認(rèn)一下，您這次預(yù)訂的是在非吸煙樓層的一張大床的房間，對嗎？”:Step 5第五步Confirm the departure date and time確認(rèn)離店日期及時間· Ask the Guest for their expected departure time詢問客人預(yù)訂離店時間“Mr/Ms XXX, you are staying with us for X nights, departing on Day of the week, Month

9、 Date? Check out time is 12 noon. May I have your departure time, please?”“XXX先生/小姐，請您確認(rèn)一下，您將會在本酒店入住X晚，X月X日離開正常的離店時間是中午12點，請問這符合您的安排嗎？”Step 6第六步Register the Guest 登記客人· Ask for the Guests passport or ID card, etc.請客人出示護(hù)照、身份證或其他有效證件。· A wholesale reservation should never have the rate displ

10、ayed on the registration form as it is a contracted rate between the travel agent and the hotel.因為旅行社結(jié)算入住的房價為旅行社與酒店的結(jié)算價格，是絕對不可以表現(xiàn)在入住登記卡上面給客人看到的。· See task breakdown: “How to fill in a registration form ”參照 “如何填寫登記表” 工序分析Step 7第七步Offer transportation提供送機服務(wù)· Ask if Guest would require a hote

11、l limousine upon departure詢問客人是否需要送機服務(wù)· See task breakdown “How to arrange transportation for a in house Guest”請參照“如何安排為客人送機服務(wù)”工序分析“Would you require a hotel limousine upon your departure?”“是否需要幫您安排送機服務(wù)？”Step 8第八步Reconfirm the method of payment再次確認(rèn)客人付款方式· As we have confirmed that the Gues

12、t is not responsible for room charges, a deposit for incidental charges only should be requested.由于客人的房費由旅行社支付，所以只需要向客人收取雜費押金Mr./Ms. XXX, the room (room and breakfast) charges will be paid by your travel agent. How would you like to pay for your other charges?”“XXX先生/小姐，您房間（和早餐）的費用已經(jīng)由旅行社支付過了。請問您要如何支

13、付其他費用呢？”Step 9第九步Calculate deposit needed 計算所需押金· RMB 500 per night for incidental charges每晚收取500元的雜費押金Step 10第十步Check in the reservation在Opera系統(tǒng)中登記入住· Refer to Opera training on how to check in a reservation請參照Opera操作培訓(xùn)中如何在系統(tǒng)中登記入住· Locate the reservation by using the “Guest in house”

14、 function in OPERA通過OPERA中的Guest in house”查找預(yù)訂Step 11第十一步Confidentiality 機密性· Guest room rate, room numbers, personal information shall be treated with high confidentiality.客人的房費，房號，私人信息應(yīng)被視為高度機密。· Never provide Guests room number or personal information to anyone. 客人的房號，私人信息不能提供給任何人。Step 1

15、2第十二步Assistance with luggage行李服務(wù)· Assistance should be offered before presenting the room key to the Guest.在客人拿到房卡之前，向客人提供服務(wù)· The Guest should be asked for their luggage tag so that the room number can be communicated to the bell desk請客人提供行李標(biāo)簽以便行李員了解客人房號信息“Mr. /Ms. XXX, do you have any lug

16、gage kept here? May I have your luggage tag, please?“XXX先生/小姐,請問您有行李寄存嗎？麻煩借用一下您的行李簽!”Step 13第十三步Present the room key to Guest 遞交房卡給客人· Guest is only presented with room key of a Vacant Inspected Room that has been checked in. 給客人的一定是被檢查完畢的空房· Do not announce the room number verbally; only indicate on the key pack. 在房卡套上指出房號給客人代替口頭說出?！癕r/Mrs XXX, here is your room key. This is y