海鷗大廈酒店標準工作程序

1、STANDARDOPERATIONPROCEDURES標準工作程序RECEPTIONIST前臺接待FRONTDESKSTANDARDOPERATIONPROCEDURETaskNo.DescriptionFD01Awaitingroomhandling等候房間賬目說明房間預(yù)留FD02BillinginstructionhandlingFD03BlockingroomsforarrivalsFD04Bucketcheck 檢查登記卡FD05Cashdepositcollection 收取現(xiàn)金押金FD06Check-inwithTAvoucher 持旅行社入住卷入住程序FD07Extensions

2、tay 處理延住FD08Flightreconfirmation 重復(fù)確認機票FD09Generatingreport 總報告FD10Greetingandwelcomingguests 問候并歡迎客人FD11Groupcheckin團隊登記FD12Guestlocation客人方位FD13Handlingconfidential/screencallrequest處理客人保密和篩選電話要求FD14Handlingexpectedcheckout處理預(yù)計離店客人FD15Handlingguestenquiriesandintroducingfacilities處理客人查詢并介紹店內(nèi)設(shè)施FD16

3、Handlingin-houseamenities處理客人歡迎品FD17Handlinglatecheck-outrequest 處理延遲退房的要求FD18Handlingmessage 處理留言FD19Handlingofcomplaints 處理投訴FD20Handlingofguestcompliments 處理客人致意FD21Handlingwake-upcallsrequests 處理叫醒電話的要求FD22Keyauthorization 鑰匙的授權(quán)FD23Lost&Foundprocedure 失物招領(lǐng)程序FD24Lossofsafedepositboxkey 保險箱的鑰匙丟失的處

4、理FD25MaintainingCommunicationLogBook使用交班本FD26Preparationforguestarrivals 為客人到達做好準備FD27Printingarrivalreportsandregistrationcards打印來客報告和登記卡FD28Registeringawalk-inguest散客登記FD29Registeringguestwithconfirmedreservation為確定的預(yù)訂房間的客人登記FD30Roomchangeprocedure調(diào)房程序FD31Safetydepositbox保險箱服務(wù)FD32Takingreservation

5、辦理預(yù)定FD33Travelagencyvoucher旅行社入住卷DEPARTMENTFrontDesk部門：前廳部JOBTITLE:GuestServiceAssociate職稱：前臺職員TASKNO:FD01號碼：TASK:Awaitingroomhandling工作職責:等候房間（1oEQUIPMENTREQUIRED:OperaWorkstation所需設(shè)備：工作臺WHATTODO工作程序HOWTODO操作明細WHY工作目的Registerfortheguest.為客人登記Searchforvacantdirtyroom.在系統(tǒng)中找空房Askroomcontrollerforroomc

6、leaning請房態(tài)控制員確認干凈房間Makeregistrationfortheguesta ccordingtotheregistrationproc edure.為客人登記Ifvacantcleanroomisnotavaila bleimmediately,searchforvaca ntdirtyroomatfirstandcalltheH ousekeepingtorushrooms.Enoughtimeforcleaningroom. 如果當時沒有干凈空房，首先在 系統(tǒng)中找空房臟房，馬上通知客 房部打掃。InviteguestforwelcomedrinkbLetguesthav

7、etimeidea.Showo ursinceritytoserveguest.Courtesycompensationforgue stwaiting.Letguestfeelourhum ility.讓客人感受到我們真誠的服務(wù)。ysaying:Mr.Mrs.XX,theroomw eblockedtoyouisundercleanin g,andHousekeepinghasbeeni nformedforrushingroomandit maytakeabout30minutes.May Iinviteyoutohaveacompliment arydrinkinourLobbyLoun

8、gean dIwi川etyouknowassoonasther oomisavailable.”邀請客人在大堂酒廊喝一杯免費 飲料等候，并告知打掃房間大約 需要的時間，房間打掃好后馬上 通知客人。PREPAREDBY:MICHAELZHENG起草人APPROVEDBY:MRRAYZHOU批準人POSITION:FOM職位：SIGNATURE/DATE簽字/日期：POSITION:FOM職位：SIGNATURE/DATE簽字/日期：DEPARTMENTFrontDesk部門：前廳部JOBTITLE:GuestServiceAssociate職稱：前臺職員TASKNO:FD01號碼：TASK:Aw

9、aitingroomhandling工作職責:等候房間（2oEQUIPMENTREQUIRED:OperaWorkstation所需設(shè)備：工作臺WHATTODO工作程序HOWTODO操作明細WHY工作目的Checkandcallroomcontroller隨時與房態(tài)員確認房間狀況CheckinsystemKeepmonitoringtheroomstatu sinthecomputer.在系統(tǒng)中隨時檢查房態(tài)Getupdatedroomstatusatfirstt ime.在第一時間得到更新的房態(tài)系統(tǒng)登記Assoonastheroomstatusischa ngedtothevacantclea

10、n,sendth eroomkeyandwelcomebookle ttotheguestpersonally.Bysayin g:Mr./Mrs.XX,Iamsorrytohave keptyouwaiting.Nowtheroomi sready,theroomnumberisXX.T hankyouforyourunderstandin g.Apologizeforthewaitingandint roducetheGSA-Conciergetoescorttheguesttot heroom.Checkintheroominthesystemi mmediately.房間一打掃好后，馬

11、上把鑰匙送 給客人，并對客人的等候表示歉 意。行李馬上送到客人房間，并在系 統(tǒng)中登記入住房間。Efficiencyserviceactionwillletg uestfeeloursincerityandhumili ty.提供快捷的服務(wù)。Roomconnectwiththetelepho neline.Anticipateguestrequest.系統(tǒng)登記房間使電話線馬上接通PREPAREDBY:MICHAELZHENG起草人APPROVEDBY:MRRAYZHOU批準人POSITION:FOM職位：SIGNATURE/DATE簽字/日期：POSITION:FOM職位：SIGNATURE/D

12、ATE簽字/日期：DEPARTMENTFrontDesk部門：前廳部JOBTITLE:GuestServiceAssociate職稱：前臺職員TASKNO:FD02號碼：TASK:Billinginstructionhandling工作職責:賬目說明（1of3）EQUIPMENTREQUIRED:所需設(shè)備：工作臺OperaWorkstationWHATTODO工作程序HOWTODO操作明細WHY工作目的Clarifytheb川inginstruction確認付賬說明Collectdepositorimprintcredit card.收取押金B(yǎng)illinginstructioncanbecla

13、rifie dasfollowing:GuestApaysforguestBbycasho rcreditcard.Bothguestsareindi fferentr00ms.付賬說明可如下：A客人給B客人付賬。兩個客人 在不同房間。ModifyA&Bguestremarksacc ordinglyiftheygetroomchan georearlydepartureA或B客人如有提前離房或換 房，需隨時更新其備注Sufficientdepositshouldbecoll ectedortaketheimprintofcredi tcardvoucherandgetenougha ppro

14、valamountforcreditcardp aymentwhichshouldcoverthet woroomsestimatedconsumpti on.收取足夠押金以確保足夠兩個房 間住店期間所發(fā)生的費用。Tickontheregistrationcardund er:Billinstruction YES.eguesthis/hersignatureisappr ovedtopayguestB sbill.HelptheguestAtofillupthefollowingi temsatthebackoftheregistrati on.Differenthandlingwaysto

15、differ entbillinginstruction.Makesur epreciseservice.根據(jù)不同付賬說明采取不同的服 務(wù)。Depositpolicyshouldbeapplie d.Careabouthotelbenefit.應(yīng)用押金收取的政策。保障酒店 利益。Alwaysdomorefortheguest.為客人多做NotethGuestAtickon “YES” und erbillauthorization.GuestB snameandroom numberPaymentinstruction幫助客人填全付款說明書PREPAREDBY:MICHAELZHENGAPPR

16、OVEDBY:MRRAYZHOU起草人批準人POSITION:FOM職位：SIGNATURE/DATE簽字/日期：POSITION:FOM職位：SIGNATURE/DATE簽字/日期：DEPARTMENTFrontDesk部門：前廳部JOBTITLE:GuestServiceAssociate職稱：前臺職員TASKNO:FD02號碼：TASK:Billinginstructionhandling工作職責:賬目說明（2of3）EQUIPMENTREQUIRED:OperaWorkstation所需設(shè)備：工作臺WHATTODO工作程序HOWTODO操作明細WHY工作目的Collectdeposit

17、收取現(xiàn)金押金Taketheimprintcreditcard刷卡付押金Ifpaidbythecreditcard,takeED Cvoucherofthecreditcardanda ttachwiththeguestA sregisationcard.如果付信用卡做押金，將信用卡 授權(quán)卡單附在A客人登記卡后。Non- registeredguestApaysforin- houseguestBbycash.CollectenoughcashdepositfroDepositpolicyshouldbeapplie d.trCareabouthotelbenefit.應(yīng)用押金收取的政策。保障酒

18、店 利益。mguestAwhichshouldcoverth eestimatedconsumptionofgue stB. PolitelyinvitedguestAtosignpa ymentauthorizationformonth eGuestBusinessCardandleave contacttelephoneNo.店外的A客人為彳i店的B客人付 現(xiàn)金押金。收取足夠的現(xiàn)金，請 A客人在B 客人的登記卡上簽付款授權(quán)書， 并留下聯(lián)系電話。Non- registeredguestApaysforin- houseguestBbycreditcard. TaketheimprintofG

19、uestAeditcardwithoneblankcreditca rdvoucher. PolitelyinviteguestAtosignont hecreditcardvoucherandpaym entauthorizationonguest B sregistrationcard.scrPREPAREDBY:MICHAELZHENG起草人APPROVEDBY:MRRAYZHOU批準人POSITION:FOM職位：SIGNATURE/DATE簽字/日期：POSITION:FOM職位：SIGNATURE/DATE簽字/日期：DEPARTMENTFrontDesk部門：前廳部JOBTITL

20、E:GuestServiceAssociate職稱：前臺職員TASKNO:FD02TASK:Billinginstructionhandling號碼：工作職責:賬目說明（3of3）EQUIPMENTREQUIRED:OperaWorkstation所需設(shè)備：工作臺WHATTODO工作程序HOWTODO操作明細WHY工作目的Makeremarks備注店外的A客人為彳i店的B客人付 信用卡作為押金。印空白的信用卡單，請 A客人在 空白信用卡單上簽字，在 B客人 的登記卡上簽付款授權(quán)書，并留 下聯(lián)系電話。隨后將客人簽過字的空白信用卡 簽購單保存在值班經(jīng)理保險箱， 并在系統(tǒng)中做備注提醒員工。Write

21、downthenoticeonthereg istrationcardandkeyinthenotic einthesystemlike,P/Boutside Mr.AVISA#4500XXXX,voucher inDMSafe#123 ”在登記卡上填全付款說明并根據(jù) 情況寫明備注，并在系統(tǒng)中做相 應(yīng)的注明。ToalertotherGSA.Keepconsistentserviceisonepo intofXxxHotelHospitality.提醒員工注意。PREPAREDBY:MICHAELZHENG起草人APPROVEDBY:MRRAYZHOU批準人POSITION:FOM職位：SIGN

22、ATURE/DATE簽字/日期：POSITION:FOM職位：SIGNATURE/DATE簽字/日期：DEPARTMENTFrontDesk部門：前廳部JOBTITLE:GuestServiceAssociate職稱：前臺職員TASKNO:FD03TASK:Blockroomsforarrivals(page1of3)號碼：工作職責:房間預(yù)留EQUIPMENTREQUIRED:OperaWorkstation所需設(shè)備：工作臺WHATTODO工作程序HOWTODO操作明細WHY工作目的Blockroomsprioritotheguests whohavespecialrequestsie:co

23、nnectingroom,cornorroometc預(yù)留VIP房間。Blockroomsforearlyarrivals.為早到的客人預(yù)留房間Letroomcontrollerblockrooms forVIPonedaybefore.Blockroo msfromthereservationscreenu singinOperatosearchforthede siredroomtype.由 Roomcontroller 為 VIP 提前 一大預(yù)留房間。在Opera內(nèi)使用從預(yù)定屏中預(yù)留 房間，以尋求所需房間的類型。Blockonlyvacantcleanroomfor earlyarriva

24、ls.為早到的客人預(yù)留干凈的空房 間。Informrelevantdepartmentsfo rthevariousamenitiesrequeste d.Forexample,flowersandfruits basket.通知有關(guān)部門提供所需的各種歡 迎品。例如，鮮花，果籃。InputDNC intheinstructionfi eldinreservationscreenforstaff specialattention.在預(yù)定屏備注欄輸入DNC以提請員工注意。Asfaraspossible,blockvacantcl eanroomsonedaybefore.ToensurethatV

25、IPguestshaveth eirpriorityroomblockagesotha tspecificneedswillbemetaswell astoblockthebestroomsforthem.確保VIP客人學后預(yù)留房間的優(yōu) 先權(quán)，以便滿足其具體需求并為 具預(yù)留最好的房間。Wewillensureourproceduresar ecustomerfriendlyandeasyfort hecustomerandstaff.我們要保證我們的服務(wù)程序有益 于客人并方便員工。Toalloweachdepartmentstota kethenecessaryactionstoprep ar

26、etheroomfortheguest.讓每一個部門采取必要的舉措為 客人準備好房間。Toalerteveryonethattheroomb lockedshouldnotbechangedb ecauseitemsmayhavebeenpla cedintheroom.提醒各位：因為房間內(nèi)各項備品 已放置，所以不可更換。Toensurethattheroomsarerea dycheck-盡可能提早一天預(yù)留干凈空房。inimmediatelywhenguestsarriveearly.確保當客人較早到達時可以立即 登記入住。PREPAREDBY:MICHAELZHENG起草人APPROVED

27、BY:MRJAMEXI批準人POSITION:FOM職位：SIGNATURE/DATE簽字/日期：POSITON:GM職位SIGNATURE/DATE簽字/日期：DEPARTMENTFrontDesk部門：前廳部JOBTITLE:GuestServiceAssociate職稱：前臺職員TASKNO:FD03號碼：TASK:Blockroomsforarrivals(page20f3)工作職責:房間預(yù)留EQUIPMENTREQUIRED:OperaWorkstation所需設(shè)備：工作臺WHATTODO工作程序HOWTODO操作明細WHY工作目的Blockroomswithnoarrivaltim

28、es.為未知抵達時間的客人預(yù)留房 間。Blockroomswithother(know)ar rivaltimes.為其他已知抵達時間的客人預(yù)留 房間。Ifvacantdirtyroomsareblocked ,informhousekeepingimmedia telyprovidingthemwiththeexp ectedtimeofarrivals.如預(yù)留的空房未清潔，立即通知 客房部，以使他們在客人到達的 預(yù)計時間內(nèi)做好準備。Blockvacantcleanroomsfirstfo rondayarrival.先在當日預(yù)留干凈的空房。Ifnotavailable,blockvacan

29、tdirt yroomsandinformhousekeepi ngimmediately,providingthe mwiththeexpectedtimeofarrivSothathousekeepingcanclean theseroomsfirstinordertoensu rethattheroomsarereadyforth eguesttocheckin.客房部首先將這些房間清潔，以 確保為登記的客人預(yù)先準備好房 間。Guestmaychecknatanytime. 客人可以隨時登記住房。Sothathousekeepingcanclean theseroomsfirstinor

30、dertoensu rethattheroomsarereadyforth eguesttocheckin.以使客房部首先將這些房間清als.如果沒有干凈的空房，則預(yù)留未 清潔的空房并立即通知客房部， 以使他們在客人到達的預(yù)定時間 內(nèi)做好準備。Usediscredtionandtakenoteof expectedarrivaltimeswhenblo ckingdirtyr00ms.謹慎處理，當預(yù)留未清潔房間 時，記載客人到達的預(yù)計時間Informhousekeepingabouteac hroomblockedandtheexpecte darrivaltimes.通知客房部關(guān)于每一間已預(yù)

31、留的 房間和客人抵達的預(yù)計時間。潔，以確保為登記的客人預(yù)先準 備好房間。Sothatvacantcleanroomsmay beavailableforanywalk-ins.以便使任何走進來的客人均后可 用的干凈空房間。Inorderforhousekeepingtosch edulethemaidstocleantheroo msaccordingtothearrivaltimes.以便客房部根據(jù)抵達時間安排服 務(wù)員打掃房間。PREPAREDBY:MICHAELZHENG起草人APPROVEDBY:MRRAYZHOU批準人POSITION:FOM職位：SIGNATURE/DATE簽字/日期

32、：POSITON:GM職位SIGNATURE/DATE簽字/日期：DEPARTMENTFrontDesk部門：前廳部JOBTITLE:GuestServiceAssociate職稱：前臺職員TASKNO:FD03號碼：TASK:Blockroomsforarrivals(page30f3)工作職責:房間預(yù)留EQUIPMENTREQUIRED:OperaWorkstation所需設(shè)備：工作臺WHATTODO工作程序HOWTODO操作明細WHY工作目的Blockbacktobackrooms.Dosoonlysalastresort.UsethisCurrentguestintheroommaye

33、x預(yù)留尚未退房的房間。Blockroomsforelderlyguestsor disabledguest.為年老的客人或殘疾客人預(yù)留房 間。Blockroomsforsinglefemaleex ecutives.為單身的女商人預(yù)留房間。methodforverylatearrival;Buta llowsufficienttimeforhousekee pingtocleantherooms,takingin toconsiderationthetimeforthe mtoendtheirshift只有在別無選擇時才如此，用于 特別推遲抵達的客人，給與客房 部充足的時間以打掃房間，充分 考

34、慮到他們完成工作的時間。Blockroomsonlowerfloorsasw ellasneartoelevatorandemerg encyexits.預(yù)留房間在低樓層，靠近電梯和 緊急安全出口。Blockhandicappedrooms.為殘疾客人優(yōu)先預(yù)留殘疾房。Blockroomswithoutconnectin gdoorsunlessspecificallyreque sted.除非特殊要求，否則預(yù)留無連通 門的房間。tendstayorhaveanunexpected delayedcheckout.目前住在客房內(nèi)的客人可能延長 居留時間或推遲退房結(jié)賬。Foreasyexitint

35、heeventofemer genciesaswellasforguest擔convenience. 可以方便客人在緊急事件中容易 進出安全出口。Aconnectingdoorintheroomof asinglefemaleexecutivemaybe perceivedasanelementofinsec urityforthem;aswellastopreve nttheunlikelyeventofsomeone elseopeningtheconnectingdo oraccidentally.單身女商人住在有連通門的房間 被視為非安全因素。也已防止有 偶然打開連通門而發(fā)生不愉快事

36、件。Wewilldomoreforthecustomer ineverycustomercontact.要利用每次同客人接觸的機會為 客人提供超前的服務(wù)。PREPAREDBY:MICHAELZHENG起草人APPROVEDBY:MRRAYZHOU批準人POSITION:FOM職位：SIGNATURE/DATE簽字/日期：POSITON:GM職位SIGNATURE/DATE簽字/日期：DEPARTMENTFrontDeskJOBTITLE:GuestServiceAssociate部門：前廳部職稱：前臺職員TASKNO:FD04號碼：TASK:Bucketcheck工作職責:檢查登記卡EQUIP

37、MENTREQUIRED:OperaWorkstation所需設(shè)備：工作臺WHATTODO工作程序HOWTODO操作明細WHY工作目的Toprintinhousereport 打印住店客人報表 Checkingbucketagainstinhous ereport.按報表檢查登記卡Verifyandcorrectallguestdetail s.證實所有客人細節(jié)LeavenotetoTeamLeader.留交班記錄給次日領(lǐng)班。Usethecomputerandgenerate theprintingbytheovernightshif tGSA.夜班員工使用電腦打印出報表。Usingthein

38、housereport,check eachregistrationcardwiththein houseroomingreport.使用住店客人報告與所有登記卡對照檢查。Checkeachregistrationcardag ainstguestfolio.Detailssuchas:numberofpaxRateandratecodeBillinginstructions根據(jù)客人檔案核查每一份登記卡 如：人數(shù)；房價和房價代碼；賬 目說明等。Sortoutallroomdiscrepancy,co rrectallwrongkey- ininformation,beforeclosingth

39、 esystemdate.在夜審前，修改所有錯誤信息。 Ifthereissomethingnotsolved, LeavethedetailsnoteregardingForreference.供殄英。Toensurethatallinhouseregistr ationcardsavailableandarepla cedaccordinglyinthebucketby roomnumber.Takecareofgues tinformation.確保所有登記卡根據(jù)房號次序放 置在登記卡盒中，遺漏。并 確認報表中和登記卡中客人信息 相符。Toensureaccuracyofrecordso

40、a stoprovidepreciseservice. 確保紀錄的準確性。Propershifthandover.良好的交班制。thosemistakes(ifhas)tothenextdayTeamLeader.TeamLeaderwilldothefollowuP.將錯誤的細節(jié)留給次日領(lǐng)班，以便繼續(xù)跟進。PREPAREDBY:MICHAELZHENGAPPROVEDBY:MRRAYZHOU起草人批準人POSITION:FOM職位：SIGNATURE/DATE簽字/日期：POSITON:GM職位SIGNATURE/DATE簽字/日期：DEPARTMENT:FrontDesk部門：前廳部JOB

41、TITLE:GuestServiceAssociate職稱：前臺職員TASKNO:FD05號碼：TASK:Cashdepositcollection工作職責:收取現(xiàn)金押金(1of3)EQUIPMENTREQUIRED:OperaWorkstation所需設(shè)備：工作臺WHATTODO工作程序HOWTODO操作明細WHY工作目的Calculateamountofdeposit.計算押金額Tellguestdepositamount告知客人總額Receivemoneyfromguest.收取現(xiàn)金Calculateamountofdepositacc urately,amountofdepositsh

42、oul dcovertheroomchargeduring gueststayingandestimatedmis cellaneousconsumption.Formulais:Roomratepernightx totalroomnightsx1.5=totalam ountofdeposit.根據(jù)公式計算客人在店期間預(yù)計 消費的額度：房費*入住天Protecthotelbenefitandaccura tedepositamountcanletushav eguidelineforcollectingdeposi t.保護酒店利益Getdetailinformationcanassist

43、 ustoprovidepreciseservice. 得到確定信息。Clearlydescribetheaccuratede positamountwewillcollecttolet*1.5（注：此為參考數(shù)據(jù)，會根據(jù) 房價面確定收取押金額） Ifguestpaydepositforextensio n,askforestimateddepartured atebeforecalculatedeposit. 如果客人為延住付押金，確定延 住天數(shù)。Politelytellguestdepositamou ntweshouldcollectbysaying:M r./Mrs.XX,wouldyo

44、upleasepay RMBXXasdepositwhichinclud eyourroomchargeandothermi scellaneouschargeuntilyouch eckout.Iftheredepositrest,wew illrefundthemtoyouuponchec kout. 禮貌告知客人總額，結(jié)賬時押金 多退少補。Usetwohandstoreceivemoney fromguestandcarefullyandeffi ciencycountitinfrontofguest,a nyquestiononthemoneye.g.a mountofmoney,un

45、acceptable money,contactguestimmediat ely.Aswellassay:Mr./Mrs.XX,Ih avereceivedyourRMBXXdepos it,thankyou. Afteryoufinishcountingandacceptit.guesthaveclearunderstanding ,andalsoexplainthereasonwhy thisamountcollectedbyus.Anti cipateforguestrequestandcari ngaboutguestinquiry.清楚告知客人押金總額和收取此 金額的解釋。Anyq

46、uestionregardingmoney, solveitimmediatelywithguesta ndinfrontofguest.Clearlyconfir mwithguesthowmuchyourece ivefromguestbyspeakingoutto guest.Avoidanydisputeoccurr edinfuture.PREPAREDBY:MICHAELZHENG起草人APPROVEDBY:MRRAYZHOU批準人POSITION:FOMSIGNATURE/DATPOSITON:GM職位SIGNATURE/DATE簽字/日期：職位：E簽字/日期：DEPARTMEN

47、TFrontDesk部門：前廳部JOBTITLE:GuestServiceAssociate職稱：前臺職員TASKNO:FD05號碼：TASK:Cashdepositcollection工作職責:收取現(xiàn)金押金（2of3）EQUIPMENTREQUIRED:OperaWorkstation所需設(shè)備：工作臺WHATTODO工作程序HOWTODO操作明細WHY工作目的Keyintothesystemandwritethe cashdepositreceipt.押金輸入系統(tǒng)，開押金收據(jù)給 客人。Describedepositternstoguest 向客人解釋押金條款Doublecheckthepos

48、tingtoma kesureyoukeyincorrectly 再次檢查系統(tǒng)中輸入的準確性Extendforguestincomputer在系統(tǒng)中延期用雙手接過現(xiàn)金，在客人面前清 點清楚，如果金額數(shù)不對或?qū)Σ?可接受的錢幣，必須立即當面同 客人講清。Keyintothesystematonceandw ritethecashdepositreceiptfort heguestrightnow,thenaskgue stsignonthereceipt.Finallysign yourownsignature.押金收據(jù)須客人和員工雙方簽字 確認，并立即將押金輸入系統(tǒng)。Clearlydescri

49、bedepositrefundt ermstoguestbysaying:Mr./Mrs .XX,wouldyoupleasereadthese clausetoseeifitiscorrect,thanky ou.”向客人解釋押金收取及退還的具 體條款A(yù)fterguestleavefrontdesk,dou blecheckdepositintocomputer任何有關(guān)現(xiàn)金的問題必須當面立 即解決，避免以后發(fā)生不必要的 糾紛。Letguestclearlyunderstandter mscontenttoavoidanydisputei nfuture.讓客人清楚理解避免今后糾紛發(fā) 生。Av

50、oidforgettingpostingsoasto affectanyupsettoguestcaused bydeposit.謹防后、記輸入電腦Updateinformationincomputer.更新信息。immediately.客人離開柜臺后，立即再次確認 系統(tǒng)中輸入的準確性。Ifguestpaydepositforextensio n,extendforguestincomputera ndmakethenewkeyaftercollect ingdeposit.如客人為延住客人，確保在系統(tǒng) 中為客人延住，并作新鑰匙PREPAREDBY:MICHAELZHENG起草人APPROVE

51、DBY:MRRAYZHOU批準人POSITION:FOM職位：SIGNATURE/DATE簽字/日期：POSITON:GM職位SIGNATURE/DATE簽字/日期：DEPARTMENTFrontDesk部門：前廳部JOBTITLE:GuestServiceAssociate職稱：前臺職員TASKNO:FD05號碼：TASK:Cashdepositcollection工作職責:收取現(xiàn)金押金（3of3）EQUIPMENTREQUIRED:OperaWorkstation所需設(shè)備：工作臺WHATTODO工作程序HOWTODO操作明細WHY工作目的Note:注息Ifguestpayforeigncu

52、rrencyasdeposit客人付外幣作為押金Calculateamountofdepositaccuratelythes ameasabove.Exchangerateshouldfollowtheforeigncurr encyexchangelist人民幣押金總額計算同上所述。外幣總額依 照每天外匯牌價計算得出。Foreigncurrencycannotsettleb川directlyuMakesuretocountandcheckth eforeigncurrencyinfrontofthe guestbeforecollecting.Avoida nydisputeoccurred

53、infuture.確保在收取現(xiàn)金前，在客人面前 檢查外幣和數(shù)清金額，避免今后 發(fā)生爭執(zhí)。nlessexchangetoRMBorchangeotherpay mentmethoduponC/O.Politeexplaintoguesttheforeigncurrencyw 川onlybekeptatFrontDeskduringstayasde posit.外幣不可直接用于結(jié)算，除非在退房時兌換 成人民幣或改用其他方式結(jié)算。向客人禮貌的解釋外幣只是作為押金在入住 期間存放前臺。Writeaformalforeigncurrencyreceiptandp assonecopytoguest.St

54、atethattheforeignc urrencyw川bereturnedtoguestaftersettlin gbillwithreceipt.開據(jù)外幣押金收據(jù)給客人?？腿私Y(jié)清賬目 后，憑收據(jù)退還外幣押金。Theforeigncurrencydepositshouldbeseal edinenvelopewithdetailsonthecoverinclu dingguestname,roomno.,duration,whichf oreigncurrencyandamountbyFDSA,thenk eptinServiceManagerSafeDepositBoxduri nggue

55、ststay外幣押金由收取押金的前臺員工放在信封中 密封，將細節(jié)（客人姓名，房號，入住期 間，外幣種類，金額）在信封上注明。交給 服務(wù)經(jīng)理在客人入住期間存放在保險箱內(nèi)。C/Omessageshouldbeleft PayUSD2000asdepositkeptbySM:在離店信息中輸入”收取美金200元作為押金，存放賓客服務(wù)經(jīng)理處“.0PREPAREDBY:MICHAELZHENG起草人APPROVEDBY:MRRAYZHOU批準人POSITION:FOMSIGNATURE/DATEPOSITON:GMSIGNATURE/DATE職位：簽字/日期：職位簽字/日期：DEPARTMENTFront

56、Desk部門：前廳部JOBTITLE:GuestServiceAssociate職稱：前臺職員TASKNO:FD06號碼：TASK:CheckinwithTAvoucher工作職責:持旅行社入住券入?。?0f5 ）EQUIPMENTREQUIRED:OperaWorkstation所需設(shè)備：工作臺WHATTODO工作程序HOWTODO操作明細WHY工作目的Greetsguest.問候Identifyguestwhocomewithlu ggageorbriefcaseandinquireg uestnamewithsmileandeyeco ntact.得到客人姓名Collecttheroom

57、voucherbytwo handsandcheckreservationinc omputer.收取入住單Greetsguestuponguestapproa chfrontdeskcounterwithsmile bysaying:NinHao,welcometoT radersHotel,KunShan.MayIhelpyou,Sir/Madam? 使用標準用語問候客人。Ifguesthasreservation,politelyi nquireguestnamebysaying:M ayIhaveyourlastname,sir/Mad am?” 得到客人姓名后查詢預(yù)定。Findout

58、reservationimmediatel yincomputer,politelyrequireg uestroomvoucherandconfirmt heinformationincludingguest name,arrivalanddeparturedat e,roomtypeandpayment,etc.Iff ailtofindout,tryotherway,e.g.u seguestcompanynameortrave lagencynametocheckincompu ter.Bysaying:Mr.XX,MayIhaveyPresentourcourtesyandkindl

59、y serviceatfirsttime.留下良好的第一印象。Clarifyguestiswalkinguestorwi threservation.Sothatyoucanch eckthereservationincomputer. 確認客人是否有預(yù)定。Locatereservationimmediatell y,trytoprovideefficiencyservic etoguestatfirsttimeandeverysi ngletime.為客人提供有效快捷的服務(wù)。Beflexibility.靈活ourcompanynameormaylkno wthecompanyyoumadey

60、ourb ookingwith? ” Ifstillfailtofind,l ettheguestcheckinfirstandfoll owupaftercheckin. 找到預(yù)定后收取入住單，確認入 住單上的信息是否與系統(tǒng)中一 致。如果用名子無法查到頂TE, 使用旅行社或公司名字查找。如 果仍無法找到預(yù)訂，先為客人登 記，隨后再跟進。Note:Neversaytoguest:No reservation evenifreservation cannotbefoundincomputer.Us e guestcompanycontractratean dguestpreferencetoch