無錫某酒店前臺員工培訓資料45(已修改)
2025-04-13 23:51 本頁面
【正文】 前廳部 FRONT OFFICE部門/區(qū)域：DEPARTMENT/ AREA: FD 接待處FD RECEPTION 服務內容/工作職責：SERVICE/ TASK:FDSOP035 在前臺辦理結帳退房FDSOP035 CHECK OUT AT THE RECEPTION DESK標準：STANDARD: 離店手續(xù)必須保證效率，不能有四個以上賓客在排隊等待Departure pletion should be efficient with individual queues not to exceed 4 guests.賓客期望Guest expectation工作職責What to do?工作標準Standard of Performance賬目準確Account to be accurate受到貴賓般的禮遇To be treated as a valuable customer沒有被催促的感覺 Not to be rushed結賬迅速To be able to settle the account in a speedy manner賓客走近接待處時認出賓客Acknowledge the guest as soon as he approaches the reception微笑并用眼神交流Smile and make eye contact以姓名稱呼賓客Use the guest’s name遞交賬單Present the bill與賓客核實Check with the guest 詢問賓客姓名并在電腦系統(tǒng)內核對以確認房號Ask the guest’s name and confirm the room number once in Fidelio. 在對話中至少兩次用賓客的姓名?！癤先生，早上/下午/晚上好，可以問您做些什么嗎？ ”Use the guests name at least twice during conversation. “Good Morning/ afternoon/ evening Mr X How may I help you?” 如果正在接待另一賓客，向其問候，并說“先生，稍后我將為您服務”If you are dealing with another guest, acknowledge guest presence and say “I will be with you shortly, sir” 檢查賬單是否包含不該有的項目Check if the bill does not contain any unwanted items. 打印并遞交賬單給賓客，請其核查Print and present the bill, facing the gu
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