員工管理_無錫某酒店前臺員工培訓(xùn)資料1

前臺FRONT DESK部門/區(qū)域：DEPARTMENT/ AREA: FD 接待處FD RECEPTION 服務(wù)內(nèi)容/工作職責(zé)：SERVICE/ TASK:FD-SOP-009 團隊入住準(zhǔn)備工作 PREPARING FOR GROUP ARRIVALS標(biāo)準(zhǔn)：STANDARD: 準(zhǔn)備團隊入住并保證提供符合賓客的需求之房間To be prepared to handle group arrivals and ensure that they get accommodation that matches guests needs賓客期望Guest expectation工作職責(zé)What to do?工作標(biāo)準(zhǔn)Standard of Performance入住手續(xù)迅速而高效，房間符合需求To be checked-in promptly and efficiently into a room that meets their requirements.為團隊入住做好準(zhǔn)備 Prepare for the groups arrival 檢查最近的房態(tài)表，在系統(tǒng)中核對Go through most recent rooming list, checking it against system. 在團隊抵店前指派一名團隊協(xié)調(diào)員。Always designate a Group Coordinator from the Front Desk prior to arrival. 與團隊銷售員保持聯(lián)系溝通信息。Liaise constantly with the Sales Group Coordinator for information. 排班作相應(yīng)調(diào)整（合理的員工配備）Duty rosters must be prepared accordingly. (Appropriate Staffing Levels) 在系統(tǒng)中察看當(dāng)天欲抵的團隊View Fidelio arrival screen and observe Group arrivals for the day. 閱讀團單/合同。Read appropriate Group Cover Sheet/ Contract. 查看團單的特別項目，并記下相關(guān)信息。Look at the Special Field on Folio and take note of information. 查看所有賓客的概況、客史檔案和備注。Look at all arrivals Guest Profiles, History and remarks. 注意所有相關(guān)的賓客需求和特殊需要Make note of all relevant guest requirements and special needs 確定團隊抵店時間。Ascertain Arrival time of Group. 確認(rèn)抵店&離店日期正確。Check that arrival & departure Dates are correct. 確認(rèn)所有房價正確。Check that all rates are correct. 確認(rèn)一個房間入住人數(shù)正確Number of persons occupying a room is correct. 付賬方式輸入電腦Billing instructions are entered into Fidelio. 打印一份詳盡的團隊分房表Print an arrival report for the Group in detail. (See SOP Report Printing) 打印提醒報表并閱讀Print a trace Report and read the instructions given. (See SOP - Trace reports) 做好筆記并行動：Take note and action:- 特殊需要 Special needs.- 蜜月、結(jié)婚紀(jì)念、生日 Honeymooners, Wedding Anniversaries, Birthdays.- 加床和嬰兒床Extras beds and Baby Cot needs.- 交通需求Transport requirements. 查看目前房態(tài)，注意干凈房、臟房、當(dāng)日退房View Current Rooms Status in Fidelio and take note of the number of Clean rooms, Dirty rooms and Departures for the day. 提前入住和房型需求Prioritize Group early Arrivals and room type needs. - 確認(rèn)團隊套房的入住Identify Group Suite Arrivals - 確認(rèn)團隊VIP的入住Identify Group VIP Arrivals- 確認(rèn)團隊連通房要求Identify Group Inter-Connecting Rooms requests.- 確認(rèn)團隊房間位置要求（比如要無煙樓層）Identify Group Rooms Location requests. (i.e. Non Smoking)準(zhǔn)備歡迎袋Prepare Welcome packs閱讀團隊資料Read the correspondence作房間鑰匙Cut room keys準(zhǔn)備登記Prepare for check in 根據(jù)入住時間和特殊需求分配房間Allocate rooms according to arrivals times and special needs. 確?？头坎恐肋@些需求Always ensure that Housekeeping is aware of these needs. 含以下東西：(The following to be included.) - 歡迎信 Appropriate Welcome letter- 班車時刻表 Shuttle Bus Schedule 確認(rèn)登記單已準(zhǔn)備好Check that Arrival Registration Cards have been prepared. 確認(rèn)所有相關(guān)資料均被查閱Check that all relevant correspondence have been read. 閱讀所有資料-尤其是入賬說明。如果賬目記入公司/旅行社，應(yīng)在Fidelio系統(tǒng)確認(rèn)并與財務(wù)部經(jīng)理確認(rèn)可以。Read all Correspondence Especially Billing Instructions. Confirming with the Fidelio and the Credit Manager that the group has Credit Facilities if the billing says Account to Company/Agent. 與賓客服務(wù)中心溝通VIP房/套房的分配Communicate all VIP/Suite room Allocations with Guest Services. 一旦團隊房間分配妥當(dāng)，Once priority Group Rooms have been allocated, cut room keys for arrival 如果所有團隊成員同時抵達(dá)，則須保證所有房間已排好且房卡已做好If Group is arriving at one time then all rooms must be allocated and all keys cut. 每個房間鑰匙數(shù)必須與房間內(nèi)入住人數(shù)相符The number of keys per room must match the number of persons staying in that room. 把房卡插入房卡套，并與登記卡放在一起Insert Key Cards into Key Card booklet and attach to Registration Card. 所有登記卡和鑰匙冊應(yīng)存放在團隊指定登記臺All Registration Cards and Key Booklets with Keys Cut should be kept at the designated Group Check In Table.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(fù)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(zé)What to do?工作標(biāo)準(zhǔn)Standard of Performance與禮賓員協(xié)調(diào)Coordinate with concierge 根據(jù)以下要求選擇合適的團隊入住登記區(qū)：Choose an appropriate Group Check in area according to the following:- 團隊規(guī)模Size of the Group- 入住區(qū)域Wing they will stay in.- 抵店交通工具Transport to the hotel.- 入住登記時間Time of Check In. 登記卡應(yīng)按字母順序排放Registration Cards should be kept in Alphabetical order. 必須有足夠的筆供賓客簽字Sufficient pens must be available for Guests to sign their registration cards. 應(yīng)準(zhǔn)備好歡迎飲料和冷毛巾，以供賓客抵店時享用。要求明確的飲料數(shù)且客房送餐主管應(yīng)掌握入住時間Welcome Drinks and Cold Towels should be prepared so that they may be served on arrival. An accurate number of Drinks to be ordered and that the Room Service Supervisor is aware of Arrival Time. 禮賓員必須掌握團隊抵店時間且應(yīng)做好以下項目：The concierge must be kept informed of the Group arrival time and the following needs should be coordinated:- 應(yīng)準(zhǔn)備好員工排班表，考慮團隊的規(guī)模及抵店時間Their Duty Roster has been prepared taking into consideration th