員工管理_無錫某酒店前臺員工培訓資料11

前臺FRONT DESK FD部門/區(qū)域：DEPARTMENT/ AREA: FD 接待處FD RECEPTION 服務(wù)內(nèi)容/工作職責：SERVICE/ TASK:FD-SOP-018 團隊登記入住FD-SOP-018 GROUP CHECK IN 標準：STANDARD: 快速，高效而準確的登記入住Efficient, quick and accurate check in.賓客期望Guest expectation工作職責What to do?工作標準Standard of Performance能被認出是團隊的一員，迅速而高效的入住To be recognized as a part of the group and checked-in promptly and efficiently賓客抵店準備工作Prepare for the arrival前臺團隊 抵店前一天Front Desk Group - Prior to the day of arrival 與銷售部團隊協(xié)調(diào)員保持聯(lián)系，隨時更新信息Liaise constantly with the sales group coordinator for additional information 從預訂部拿一份更新的團員名單復印件Take a copy of the updated rooming list from reservations 在Fidelio系統(tǒng)中，進入團隊窗口，按enter鍵In the Fidelio system go to the groups press enter 按照分房名單輸入團隊客人名字Enter the group name if given as per the rooming list 按enter鍵進入整個團隊分房單Enter to get the entire group rooming list 檢查系統(tǒng)中的所有姓名是否和入住名單上一致Check if all names in the system are correct according to the rooming list 檢察系統(tǒng)上的抵店離店日期是否正確Check if the arrival and departure dates are correct in the system 檢查是否所有房型都預分至電腦系統(tǒng)中Check if all room types are correctly blocked 檢查團隊房價是否正確Check if the group rate is correct 確保每個房間入住人數(shù)正確Number of people occupying each room is rightly put 滿足特殊需求Special requests are met 滿足VIP需求VIP requests are met 付賬說明清楚而正確地輸入系統(tǒng)Billing instructions are clear and correctly entered in the system 至少提前24小時分配房間Room have been allocated at least 24 hours in advance 付款或轉(zhuǎn)賬憑證已經(jīng)收到Relevant back up has been provided for any amount paid by third party 旅行社或公司與酒店有轉(zhuǎn)賬協(xié)議和賬戶The third party has a valid account with the hotel 當天抵店On the day of arrival 如果同一區(qū)域不止一個團隊入住，須標明以分開 Tables must be labeled with letters if more than one check in the area 必須有足夠的筆供賓客在登記卡簽名Sufficient pens must be available for guests to sign their Registration cards 必須準備好排班表，以保證足夠的員工Roster must be prepared so that sufficient staff is available 復查分配的房間Double check room allocated 所有房間鑰匙已做好并按順序排放（放在標明房號和團名的團隊專用房卡套內(nèi)）All keys are cut and kept with proper numbering 努力了的才叫夢想，不努力的就是空想！如果你一直空想的話，無論看多少正能量語錄，也趕不走滿滿的負能量！你還是原地踏步的你，一直在看別人進步。賓客期望Guest expectation工作職責What to do?工作標準Standard of Performance團隊抵店準備工作Prepare for group arrival團隊抵店準備工作Prepare for arrival of group賓客關(guān)系部Guest Relations 排好班次，以保證足夠的人員當班Roster to be done so that there are sufficient people on shift 房內(nèi)的用品按標準準備好（查房）Amenities are placed in the room as per standard 根據(jù)團隊規(guī)模選擇方便的登記場所Choose a convenient location for the check in depending on the size of the group 檢查抵達酒店的交通工具Check the transport to the hotel 核對入住時間Check the time of check in 安排好準確數(shù)目的歡迎飲料Correct number of welcome drinks have to be ordered 經(jīng)理或主管在大堂迎接Manager or supervisor to meet on arrival 禮賓部Concierge 排好班次，以保證足夠的人員當班Roster to be done so that there are enough people on shift 如果酒店提供交通工具，主管與司機保持聯(lián)絡(luò)（司機在快到酒店時通知禮賓部）Supervisor liaises with the drivers if the hotel provides the transport 準備行李標簽Luggage tags are ready 安排好行李運送Luggage delivery is organized賓客期望Guest expectation工作職責What to do?工作標準Standard of Performance準備辦理團隊入住Perform group check-in入住時On Check-in 在酒店主入口處迎接團隊Meet the group inside the main entrance of the hotel 引領(lǐng)團隊至團隊登記區(qū)Lead the group to the check in area 團隊成員入座后，送上冷毛巾和歡迎飲料Hand over the cold towels and welcome drinks to the group while they are seated 從領(lǐng)隊處收取憑證（如果被通知憑證領(lǐng)隊帶來）Take the voucher from the group organizer (if applicable) 指引賓客去登記的位置Direct the guests to where they have to register 分發(fā)入住登記表Give them the registration cards （如果需要）請領(lǐng)隊收齊護照Ask the group leader to collect the passports if applicable 復印護照并把護照還給領(lǐng)隊Take copies of the passport and return the passport to the tour leader if applicable 檢查是否所有入住登記表都已簽名Check if all registration cards have been signed 告知領(lǐng)隊關(guān)于早餐、游泳卡和其他消費憑證的信息Give the group leader the information