內(nèi)容講義分析rm-fo rec016guest profile

1、LOCAL STANDARD OPERATING PROCEDURESLSOP No.:RM FO FD -016Effective Date:Revised Date: Prepared by :Nov. 2010Divi:Front Office ReceptionSection:JeffreyApproved by:SUBJECT:Guest Profile賓客OBJECTIVE 目的：To be able to find an accurate guest information為了能夠在電腦系統(tǒng)內(nèi)準(zhǔn)確查找到客人信息he Opera systemPOLICY 政策：A standard

2、 format must be adhered to when entering profileo the system.在為客人建立時按照規(guī)定的格式輸入十分必要。PROCEDURES 程序：1.To avoid a backlog and to have the system correct as soon assible,theguest details must be updated in the system as soon assible followingcheck-in. If there are other guests waiting at the desk, the reg

3、istration cards must be kept in an appropriate place until they can be updated.為保證系統(tǒng)的信息及時準(zhǔn)確，客人信息在客人入住后必須及時輸入電腦。如果前臺同時有其它客人要入住必須妥善保管登記卡，隨后再輸入電腦。2.When entering the guests name from the reservation or registration formthe Opera system, ensuret the names are correctly entered.當(dāng)為客人做預(yù)訂或?qū)⒌怯浛ㄝ斎腚娔X時，必須按照以下規(guī)定

4、的格式輸入電腦。oChi內(nèi)賓客人guestTyChiPinyin by Guest Name in Surname andName slot. the character name isleading character should be capitalized. The Chi request also在客人的姓和名的框里輸入客人名字的拼音。注意第一個字母Foreign guest外賓客人andguests spell should follow by the, Chiname.Pinyin only update without other spelling, also need gue

5、sts Chi及人必須以或客人證件上的拼音輸入，大陸拼音是在沒有其他的拼寫方式的情況下最后采用的。也必須輸入中文名Japaname should be update after the English name for Japaguest人英語名后要輸入中文名3.Check so the departure date given by the guest matches of reservation.核對客人的實際離店日期是否與電腦內(nèi)相符。t given at the time4.Adjust the number of guests if this differs from the orig

6、inal reservation.輸入房間實際居住人數(shù)。5.Ensure the guest name is spelt correctly客人必須準(zhǔn)確(包括客人的稱呼)。he system (including the title).6.Enter the company name if this is not already on the folio.輸入客人的公司名稱。7.Typehe correct address as given by the guest.輸入正確地址。8.Ensuret Travel Agent numbers are in place (if appropria

7、te) for tracking pures. Also, ensuret routing instruction is put in correctly.標(biāo)明旅行社憑證號碼以便跟進，同時輸入分賬指令。9.Ensuret method of payment has been given and if nesary change thepayment code.保證獲得客人付賬方式， 必要時修改付賬代碼。a)For credit cards, typehe number of the card and the expiry date要輸入號碼和有效期。b)For vouchers, ensure

8、 details on the voucher correspond with reservation details. The voucher number must be in the horemarks field. Ensurethe folios are set up correctly for vouchers covering modation and breakfast etc.modation only or客人所持的旅行社憑證要和預(yù)訂一致。并將旅行社憑證號碼輸入電腦。 按照旅行社憑證所規(guī)定的方式安排客人賬目，例如旅行社憑證，只付房費或旅行社憑證付房費和早餐費等。c)For

9、company charges, ensure the Finance Department.t the account number has been entered by對于公司付賬的客人， 保證事先獲得財務(wù)部批準(zhǔn)。10.Enter the appropriate code for the newsp applicable.如條件允許， 將客人喜好的報紙代碼輸入電腦。rt has been requested, if11.Edit the spel codes if nesary.必要， 修改客人喜好和特殊要求代碼。12.The GSA must initial the registrat

10、ion card to indicate system has been done.t updating in the輸入結(jié)束后賓務(wù)員要在登記卡上簽名。保證登記卡的信息在電腦內(nèi)已更新。13.It is important t all information is entered and is correct, since the Guest Profile, containing the Guest History, will be automatically updated from the guest folio.保證信息的輸入和準(zhǔn)確十分重要。因為客人包含客人的客史。電腦會自動根據(jù)客人更新賬單內(nèi)容。14.Any spel requests, complas, disputes etc. must be recorded in “Remarks”he Guest Profile, for future reference.客人的特殊要求，賬目爭議等必須輸入客人，以便為今后工作做參考。15.Can not creative a new guest profile when Opera system already has been set up by another assote.不能對已有客史的客人建立新的。16.Its everyones resp