威尼斯皇冠假日酒店前台新员工入职培训手册

威尼斯皇冠假日酒店前台新员工入职培训手册内容摘要：

during the registration. (Once you know guest surname from passport and ID, you must use the guest name throughout.) 整个入住登记过程中都要称呼客人姓名。 （一旦你从客人护照或身份证上取得客人姓氏后，必须称呼客人姓氏。 ） 5. Retrieve guest booking. Ask the guest “, is this your first time to stay in our hotel?” If not, you should say “Wele back! ” If yes, you should say “Wele to the Crowne Plaza Hotel Shenzhen! ” 在系统里找出客人的预定。 询问客人“ XXX 先生，这是您第一次入住我们酒店吗。 ” 如果回答否，你应说：“欢迎您回来， XXX 先生。 ” 如果回答是，你应说：“欢迎入住深圳威尼斯皇冠假日酒店， XXX 先生。 ” 6. PCR enrollment. “ Are you our Priority Club member, Mr. _____?” If yes, put guest number in system. If not, enroll guest to be a member. 优选俱乐部会员招募。 “您是我们优选俱乐部会员吗， XXX 先生。 ” 如是，将客人的会员号码记入电脑系统。 如否，鼓励客人加入。 7. Check AddRemarks if any mail or message is being held for the guest. 检查备注是否有留言或给客人的邮件。 8. Confirm reservation details. “, you will be staying with us for XX nights, c/o on XXX?” “You booked our non smoking deluxe room with one king size bed.” (If the occupancy is not high) “You prefer smoking or non smoking?” “King bed or twin?” 与客人确认预定细节。 “ XXX 先生，您将入住 XX 晚， XX 号退房，是吗。 ” “您订的是豪华房，不吸烟，一张大床，对吗。 ” （在入住率不高的情况下） “您需要吸烟还是不吸烟的房间。 ” “一张大床还是两张床呢。 ” 9. Assign the room. Assign the room according to guest preference in special service. Always give options, if you cannot offer the room that guest prefer. Do not fet to up sell the rooms and packages. 分房。 根据客人喜好分配房间。 在你无法满足客人需要时，尽量给客人提供选择。 别忘了推销更高一级的房间和套餐服务。 10. Print out registration card. If it’s the first time that the guest stays with us, obtain business card from guest by saying “, may I have your business card? Then I can fill in the registration card for you. I only need your signature here.” If guest is return guest, you should say “May I have your signature please, ?” 打印入住登记卡。 如果客人是第一次入住酒店，尝试向客人索取名片“ XXX 先生，可以给我一张您的名片吗。 那么我就可以帮您填写登记卡，您只需签个名就可以了。 ” 如果客人是回头客，你应说“请在这签名。 ” 11. Ask for deposit. “ how would you like to settle your bill?” (If settled by credit card) “May I have your credit card, please?” (If settled by cash) “ I need XXX for deposit, .” “, this is the receipt of your deposit, please keep it and return to us upon checking out.” 索取押金。 “ XXX 先生，退房时您选择用怎样的方式结帐呢。 ” （如果用信用卡） “可以用一下您的信用卡吗。 ” （如果用现金） “我需要 XX 钱作押金， XXX 先生。 ” “ XXX 先生，这是您的押金条，请收好并在退房时交还给我们。 ” 12. Confirm c/o time with guest. “, what time will you be checking out on XXX?” 确认退房时间。 “ XXX 先生，请问您 XX 号准备几点退房呢。 ” 13. Present key holder to the guest. “, your room is on XX floor, non smoking and king bedded! This is your room rate (use your hand to point out), plus 15% service charge. Breakfast is inclusive in our coffee shop (use your hand to show the guest where is the coffee shop) from 6:30 to 10:30.” “The rate is for acmodation only. But for your information, our coffee shop serves American Breakfast from 6:30 to 10:30.” 将房卡给客人。 “ XXX 先生，您的房间在 XX 楼，非吸烟大床房。 您的房价在这（用手指出），加 15％的服务费，包含咖啡厅早餐（用手指示咖啡厅位置），从 6:30 到 10:30。 ” “房价没有包含早餐，但酒店咖啡厅提供美式早餐，从 6:30 到 10:30。 ” 14. Wish guest would have a pleasant stay. “Thank you, , my colleague XXX will show you the room. Enjoy your stay.” (If guest has no luggage) “Thank you, , elevator is over there. Enjoy your stay.” 预祝客人入住愉快。 “谢谢您， XXX 先生，我的同事 XXX 会送您到房间。 入住愉快。 ” （如客人无行李。 ） “谢谢您， XXX 先生，电梯在那边，入住愉快。 ” SUBJECT : CHECK OUT GUEST When the guest approach FD counter to check out, the following procedure should be processed. 当客人来到前台退房，根据以下操作程序进行。 1. Greet guest. “Good morning/afternoon, Sir/Madame. Checking out?” 问候客人。 “早上好，下午好，先生，小姐。 退房吗。 ” 2. If answer is yes. “May I have your room number please? And may I have your room key back?” (Once know guest’s name, please address guest by surname.) 如答是。 “请问您的房号。 我可以收回房卡吗。 ” （一旦从系统中得知客人的姓名，要称呼客人的姓氏。 ） 3. Ask mini bar consumption. “, is there any last minute consumption from mini bar since last night?” 询问迷你吧消费。 “ XXX 先生，从昨晚到现在有迷你吧消费吗。 ” 4. Present bill to guest. “, this is your bill, please double check. If it is correct, may I have your signature here please?” (Show the guest the place to sign.) 向客人出示帐单。 “ XXX 先生，这是您的帐单，请确认。 如果没有问题，请在这签名。 ” （给客人指出签名位置。 ） 5. PCR program (If you notice the guest is not a PCR member, introduce the program and enroll guest.) “, would you like to join our Priority Club? It is a Frequent Traveler Program worldwide. Once you are our member, if you spend 1 US dollar in the hotel, you may get 10 points or miles. It is totally free and no black out date. I only need your business card for enrollment.” 优选俱乐部会员计划。 （如发现客人仍未是优选俱乐部会员，向他介绍这项计划并邀请加入。 ） “ XXX 先生，您希望加入我们的优选俱乐部吗。 这是洲际酒店集团全球性的常客计划。 您一旦成为我们的会员，您在酒店每消费一美元，便可获得 10 个积分或 个飞行里程。 这项计划完全是免费加入的且无限期。 您只要给我一张您的名片便可加入了。 ” 6. Ask for payment. “Will you use the same credit card to settle your bill?” or “Will you use ca sh to settle your bill?” (I should refund XXX to you.) 结帐。 “请问您还是用同一张信用卡结帐吗。 ” 或“请问您是用现金结帐吗。 ”（我要退回 XX 钱给您。 ） 7. Safety box. “Is your safety box empty in your room?” “Please make sure everything is with you.” 保险柜。 “请问您房间的保险柜还有任何东西吗。 ” “请拿好随生物品。 ” 8. Ask guest staying experience. “How was your stay with us, ?” (If answer is positive.) “Thank you, . So when will you be back?” (If guest tells you he/she has the reservation with us for his/her next visit, retrieve the reservation and give guest confirmation number.) (If guest will be back and no reservation, make one for him and give confirmation number.) (If guest tells you he/she is going to another city, check with guest whether he/she need us to book our sister hotel in that city, and take action accordingly.) “Would you like me to book our sister hotel in Shanghai for you?” 询问客人入住经验。