gsa-入住與結(jié)帳程序

Objective目標(biāo)Toensureaconsistentstandardwiththeprofessionalmannerf uests’check-inandcheck-outatalltimestoguaranteeagood andlastimpressiontowardsguests.確保用專業(yè)和一致的方法為客人辦理入住與結(jié)賬手續(xù)，保證在開始和最后給客人留下好的印象Procedures程序Check–inCorporateGuestsWithReservations為有預(yù)定的客人辦理入TheBellmanmustmeetallarrivalguestsespeciallythosewhoarewithreservationsandmaketransportationarrangementsbyeitherbringingthegueststotheholimousine(ifbooked)oratleastcallingtaxiesfuestsifnohovehicleorhoshuttle.行李員要迎接所有到店的客人特別是那些有預(yù)定的和預(yù)定了酒店轎車的客人（如果預(yù)定TheBellmanmustcallhoConciergeDeskandinformthattheguests’namesandcarnumberwhenguestsareontheirwaytotheho.當(dāng)客人在到酒店 時(shí)行李員要聯(lián)系酒店的禮賓部通知他們客人的車號(hào)Whenguestsarriveattheho,theBellmanwill panythearrivinggueststotheLobbyReceptionistwhowillleadtheguesttotheFrontDeskandintroducethegueststoGuestServiceAgent,whiletheDoormanunloadstheguests’luggage.GuestServiceAgentwillaskgueststopresenttheirpassportsorIDCardsforregistration.LobbyReceptionistshouldconductsomelightconversationwiththeguestwhileGuestServiceAgentisfillinguptheregistrationform. GuestServiceAgentshouldimprintguest’screditcardsoraskforcashdeposituponcompletionofregistration.Foradvancepaymentguests,theyarerequestedtopaycashadvance.Atotalamountcoveringforlengthofstayplus50%fuest’sincidentals. 數(shù)應(yīng)該至少是所住天數(shù)房費(fèi)的1.5倍。GuestServiceAgentwillcompletethe eBookletwithfullnameofguest,roomnumber,roomrateandarrival,departuredates.Guestsarerequestedtosignthe KeyCardshouldbecodedwithdurationofstayandinserted e應(yīng)該是在店期間有效并放進(jìn)歡迎冊(cè)里GuestServiceAgentorLobbyReceptionistmustaskguestwhetherPember,IfnotGuestServiceAgentorLobbyReceptionistmustenrolltheguesttoourPriorityClub Aftertheregistrationcardsarecompleyfilledwithguests’signatures,GuestServiceAgentwillhandoverthe eBookletstoLobbyReceptionistforescortinggueststotheirrooms.在登記單完成填寫客人簽字后，前臺(tái)接待要把歡迎冊(cè)交給大堂接待并護(hù)送客人到房間UponguestsleavingtheFrontDesk,GuestServiceAgentmustsaytoguestsfor“anenjoyablestay”.客人離開前臺(tái)時(shí)，前臺(tái)接待要對(duì)客人說“入住愉快GuestServiceAgentwillinformBellmanoftheguests’assignedroomnumbersfordeliveryoftheirluggageimmediay.前臺(tái)接待通知行李員客人的房間號(hào)碼立即將客人的行李送入LobbyReceptionistescortgueststoroomsandintroduceroomfacilitieswithusageofallinroomelectricalappliances.大堂接待引領(lǐng)客人到達(dá)房間向客人介紹房間的設(shè)施ForClub uestsLobbyReceptionistwillintroduceClubFloorprivilegesto會(huì)員客人接待員要向客人介紹會(huì)員 政策Upondepartingfromtheguest’sroom,LobbyReceptionistmustwishguestapleasant在接待員離開客人房間時(shí)要?？腿巳胱∮淇霣ellmanwillbringluggageintoroomonceLobbyReceptionist在接待員離開時(shí)行李員要將客人行李送如房間Check-inWalk-in入住---無預(yù)GuestServiceAgentshouldgreetand eguestsandaskfortheguests’nameswhenguestsapproachtheFrontDeskforcheckin.當(dāng)客人到達(dá)前臺(tái)要辦理入住時(shí)，前臺(tái)接待要?dú)g迎客人并詢問客人 GuestServiceAgentwillusesellingtechniquetosellroomto前臺(tái)接待要運(yùn)用銷售技巧向客人銷售房間Blankregistrationcardsarealwaysready,GuestServiceAgentwillphotocopyorScreenguests’passportinformationandgetsignaturefromguestonRegistrationCard.準(zhǔn)備好空白的登記單，前臺(tái)接待要復(fù)印或掃描客人的護(hù)照并索要客人的簽名Pre-registrationformatshouldbedoneifguestarewith做好預(yù)定后要整理登記單的格式Thefollowingproceduresaretofollow“Check–in-CorporateGuestsWith下面的程序與為有預(yù)定的客人辦理入住程序一樣GuestServiceAgentshouldcalltheGuestServiceSupervisorincaseofanydifficultiesdealingwithguests.如果遇 前臺(tái)要 主管幫忙Check-out：結(jié)LoyaltyManagerwillcontactguestswhoareleavingnextdaytoaskforthedeparturetime,whetherairporttransferandExpressCheck-out(foreligibleguests)arerequiredupondeparture.ConciergeDeskandFrontDeskwillbeinformed.接待經(jīng)理要與第二天離店的客人聯(lián)系詢問離店時(shí)間，是否需要送機(jī)和快速結(jié)賬（符合條客人）。通知禮賓部和前臺(tái)ForExpressCheck-out,GuestServiceAgentistopreparethebillsandhavethemsenttoguestroomby5:00inthemorning.辦理快速結(jié)賬時(shí)，前臺(tái)要準(zhǔn)備好所有賬單在早上5點(diǎn)前送入客人房間Fornormalcheckout,GuestServiceAgentwillhandleguestcheckoutprocessatFront一般的結(jié)賬，前臺(tái)接 臺(tái)按照結(jié)賬程序辦理WhenguestscometoFrontDeskforcheckout,theGuestServiceAgentshouldinquirewhetherguestshadapleasantstayandiftherewereanyproblemsduringthestay.Ifany,GuestServiceAgentshouldrefertheproblemtoLoyaltyManagerorDutyManager.當(dāng)客人到前臺(tái)結(jié)賬時(shí)，前臺(tái)接待要詢問客人是否住的愉快在入住期間是否有任何問題。如果有前臺(tái)應(yīng)該傳達(dá)意見給忠誠客戶經(jīng)理或值班經(jīng)理。GuestServiceAgentwillpresentguestbillsfortheir前臺(tái)接待要向客人出示客人的賬單GuestServiceAgentwillinquireifanyrecentchargeshavebeenmadeoranymi