华尔登国际酒店：前厅员工手册

华尔登国际酒店：前厅员工手册内容摘要：

by Front Desk 12 问候客人及组织者。 2. Ask tour guide name of the group. Inform HSKP group checkout. Retrieve inhouse group information form. 和团队导游确认团名并通知客房部退房。 获取入住团队资料表。 3. Check information in master folio and individual folio carefully regarding payment. 仔细查看团队主帐单及每个客人帐单的付费情况。 4. Cooperation with anizer to get room keys back and check with guests mini bar consumption. 协同组织者收回房卡，和客人确认迷你吧消费。 5. Print out charges that are not covered by travel agent or pany, and hand it over to anizer. Settle those charges with anizer’s help. 打印出不被公 司或旅行社支付的费用的帐单给组织者。 在组织者的帮助下完成结帐工作。 6. Check outstanding charges regularly. 检查尚未结算的费用。 7. Print out bill of master folio and ask anizer to sign on it. 打印主帐单，获取组织者的签名。 8. Attach reservation fax, rooming list, all supporting bills with master bill. If master folio balance is zero, submit to Account, otherwise put all in c/o with balance drawer in back office for future reference. 附预定传真，房号表及所有小单于总帐单。 如主帐单平帐为零，交由财务部，否则放于前台退房未结帐文件夹以备后需。 SUBJECT : MAKE A RESERVATION Actuality of reservation is very important, it can help to control room inventory, and also affect guest’ s checking in experience. When Front Desk Agent makes a reservation WELLTON INTERNATIONAL HOTEL Prepared by Front Desk 13 for guest, the following procedure should be done. 预订的正确性十分重要，它有助于控制酒店房间，也影响到客人入住经历。 如前台员工为客人作预订，应例行如下： 1. Telephone was answered within 3 rings. 三声内接听电话。 2. Greet guest. “Good evening, Front Desk, this is XXX, how can I help you?” 问候客人：“晚上好，这是前台，我是 XXX，请问有什么能帮到您。 ” 3. Confirm checking in and checkout date. Check room inventory. 确认入住及退房日期。 查看房情。 Guest: “ I want to make a reservation.” 客 人：“我想作个预订。 ” Staff: “ How may I address you, sir?” 员工：“我怎样称呼您呢，先生。 ” Guest: “ This is Steven Brown.” 客人 ：“ 我是 STEVEN BROWN。 ” Staff: “ Mr. Brown, do you have a agreement with our hotel? 员工： “ BROWN 先生， 请问你与我们酒店有协议吗。 ” Staff: “ Did you stay in our hotel before? And may I have you checking in and checkout date.” 员工：“以前有住过我们的酒店吗。 请问何时入住和退房呢。 ” (Ask whether guest is return guest, in order to find out which price has been offered before and also guest’ s preference.) （看客人是否有客史，根据客史资料找出以前提供的房价，以及客人的喜好。 ） Guest: “ Check in on XXX and check out on XXX.” 客人： “我将在 XX 入住， 在 XX 退房。 ” (Front Desk Agent must listen carefully about checking in and checkout date. Then check room inventory properly.) （前台员工需仔细聆听入住时间，退房时间。 查看房性。 ） If no room available, 如果没有房间 Staff: “ Sorry, Mr. Brown hotel is fully booked on XXX. Would you like me to put your reservation in waiting list or would you like me to remend another hotel for you?” 员工：“对不起， BROWN 先生，在 XX 天房间已预订满了。 您愿意我们把您的预订放在等候名单吗。 或者推荐其他酒店给您。 “ If guest would like you to put his reservation in waiting list, the reservation WELLTON INTERNATIONAL HOTEL Prepared by Front Desk 14 details should be taken down. 如客人愿意被列入等候名单， 我们要记下详细的资料。 4. Remend room and quote price. 推荐房间并报价。 If rooms are available, 如果有空房， Staff: “ Mr. Brown, will you travel alone?” 员工：“ BROWN 先生，您一个人入住吗。 “ (Ask this question, in order to remend proper room type according to guest needs. （根据客人需要安排适当的房间。 ） Staff: “ We have superior room, deluxe room and suite, which kind of room would you prefer?” 员工：“我们有高级房，豪华房，套房，您喜欢哪种呢。 ” (To be ready for being asked difference between different room category and selling price. Don’t fet upselling. ) （准备好被客人询问各个房间的不同之处及房价。 记住推销高等级的房间。 ） 5. Make reservation in system. 在电脑里作预订。 (Double confirm the spelling of guest’s name, ensure it is correct.) （确认客人姓名拼写正确。 ） 6. Guarantee booking and obtain contact number. 担保预订并提供确认 号。 Staff: “ Mr. Brown, may I have your checking in time?” 员工： “ BROWN 先生，请问您几点入住酒店呢。 ” Staff: “ Mr. Brown, may I suggest you to guarantee your booking, as hotel occupancy is high on XXX.” 员工：“ BROWN 先生，因为住房率比较高，所以我建议您担保您的预订。 (Explain meaning of guarantee booking.) （向客人解释什么是担保预订） Staff: “ Mr. Brown, your booking is guaranteed, if you are noshow on XXX, one night room rate will be charged to your credit card as penalty. If you would like to change your reservation, hotel should be informed 24 hours in advance.” 员工： “ BROWN 先生， 您的预订已被担保，如果当天您未到，我们会从你的信用卡收取一晚的 房费。 如果你的预订有变动，请在您原定入住日前 24 小时通知酒店。 ” Staff: “ May I have your contact number, Mr. Brown?” 员工：“请留下您的联系电话， BROWN 先生 .” WELLTON INTERNATIONAL HOTEL Prepared by Front Desk 15 7. Offer transportation service. 提供接送服务 Staff: “ By the way, Mr. Brown, would you like us to arrange pick up service for you?” 员工：“另外， BROWN 先生，您需要我们为您提供接机服务吗。 ” Staff: “ For the transportation service, fax and credit card guarantee are required. Once we received your fax, our Concierge will contact you for arrangement.” 员工： “有关接机服务，我们需要您通过传真预订和信用卡担保。 一旦我们收到您的传真，我们 礼宾部会尽快和您联系安排接机事宜。 ” 8. Close selling. 结束卖房。 (Repeat guest’ s reservation.) （重复客人的预订。 ） Staff: “ Mr. Brown, may I repeat your reservation details?You will be checking in on XXX, and checking out on XXX. Nonsmoking and king bedded deluxe room for you. The price is RMBXXX per night including daily breakfast. No transportation requirement. The confirmation number is XXX.” 员工： “ BROWN 先生，我为你复述一下您的预订，您在 X 月 X 日入住， X 月 X 日退房，不吸烟 一张大床的豪华房，房价是 XX 一晚，包一份早餐。 您不需要接机服务。 您的确认号是 XXX。 ” (Provide hotel address: Our hotel is located in Dong guang qiao tou town（提供酒店地址给客人 :我们酒店位于东莞桥头镇中心广场。 ） 9. Thanks for the reservation. 谢谢客人来电。 Staff: “ Thank you for choosing wellton international hotel, Mr. Brown. See you on XXX.” 员工：“谢谢您选择 华尔登国际 酒店， BROWN 先生， X 月 X 日见。 ” SUBJECT : GROUP INFORMATION CHECK Registration card is the contract between hotel and guest, it must be able to provide the necessary。