【正文】 Staff: “ Mr. Brown, may I have your checking in time?” 員工： “ BROWN 先生，請問您幾點入住酒店呢？” Staff: “ Mr. Brown, may I suggest you to guarantee your booking, as hotel occupancy is high on XXX.” 員工：“ BROWN先生，因為 住房率比較高，所以我建議您擔保您的預訂。 Guest: “ I want to make a reservation.” 客人：“我想作個預訂。 向客人索取名片以便幫助客人填寫會員申請表以減少客人的負擔。 Only when you are familiar with all the information of this program, then you can be able to introduce all conditions and benefits to our guests, and to attract their interests to bee our repeat guest. 熟悉會員計劃。分發(fā)入住團隊資料表及到達報告到相關 部門。” 15 SUBJECT : GROUP CHECK IN 1. Find out group resume from file. Read it carefully, especially guests’ information, ETA, checkin arrangement and billing instruction. 從文件夾中提取團隊資料。那么您什么時候再次光顧呢？” （如客人說已經(jīng)做好了下次的預定，找出預定并告知確認號碼。 “ XXX 先生，這是您的帳單，請確認。 “ XXX 先生，請問您 XX 號準備幾點退房呢？” 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.” 將房卡給客人?！? 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. 優(yōu)選俱樂部會員招募。 I wish you a pleasant and fruitful working experience at Front Office Department. 祝愿您在這個團隊里工作愉快，并獲得寶貴的工作經(jīng)歷。 “早上好、下午好、晚上好，先生。 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, ?” 打印入住登記卡?！? 12 SUBJECT : CHECK OUT GUEST When the guest approach FD counter to check out, the following procedure should be processed. 當客人來到前臺退房，根據(jù)以下操作程序進行。” 13 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.) 結帳。 “我是 XXX，以后有需要，您可以聯(lián)系我或我的同事 ，我們將很樂意為您提供服務。如無，當客人到達時，向組織索取以便快捷入住。 6. Check outstanding charges regularly. 檢查尚未結算的費用。 How to enroll a member? 如何邀請客人加入會員？ 1. Ask guest if he/she is our Priority Club member。 Remember: 80% of our guests think the benefits and recognition they received are more important than the points and mileage。 If rooms are available, 如果有空房， Staff: “ Mr. Brown, will you travel alone?” 員工：“ BROWN先生，您一個人入住嗎？“ (Ask this question, in order to remend proper room type according to guest needs. If travel with family, deluxe room above category should be remend.) （根據(jù)客人需要安排適當?shù)姆块g。） 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 req。您愿意我們把您的預訂放在等候名單嗎？ 或者推薦其他酒店給您？“ (Remember: PCR platinum member’ s booking is 72 hours guarantee booking.) （記?。? 白金卡會員如提前 72小時預訂，酒店必須提供房間） If guest would like you to put his reservation in waiting list, the reservation details should be taken down. 如客人愿意被列入等候名單， 我們要記下詳細的資料。 客史中也需輸入。 3. Deliver what you’ve promised to the newly enrolled members, which is very important to both our guests and our hotel. It is the time for you to help hotel to build up credit and image, and keep guest loyalty to hotel. 向新加入的會員送達我們的承諾，對酒店和新會員都尤為重要。 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 付的費用的帳單給組織者。 5. Group room status should be monitored regularly to ensure all rooms are ready before group arrival. 時刻留意房態(tài)，確保在團隊到達前所有房間處于可賣狀態(tài)。 10. Ask the guest if he needs bell service for his luggage and transportation. “Mr. _____, shall I call a bell boy to collect your luggage? W ould you like me to arrange transportation for you?” 詢問客人是否需要我們的行李生幫他拿行李及訂車。這項計劃完全是免費加入的且無限期?！? （如客人無行李。 在你無法滿足客人需要時，盡量給客人提供選擇。 1. Staff makes eye contact when guest approaches counter. 在客人靠近前臺時，應與客人有目光接觸。 Do o r g i r l D r i v e r 客戶關系主任 接待員 商務中心文員 客戶服務中心文員 行李生 amp。 如否，鼓勵客人加入。您的房價在這（用手指出），加 15％的服務費，包含咖啡廳早餐（用手指示咖啡廳位置），從 6:30 到 10:30?！? （給客人指出簽名位置。） 〔如客人說他要到別的城市，問客人是否需要幫他預定我們的姐妹酒店。 2. Open group master folio, double check charge routine according to billing instruction. 打開團隊 MASTER FOLIO，根據(jù)結帳方式再次確認 MASTER FOLIO中的收費路徑。 17 SUBJECT : GROUP CHECK OUT 1. Greet group guests and anizer. 問候客人及組織者。 2. Identify your enrolling target。 如果客人猶豫，不要強加?！? Staff: “ Mr. Brown, are you our Priority Club member?” 員工： “ BROWN 先生，請問您是我們酒店優(yōu)選俱樂部會員嗎？” Staff: “ Did you stay in our hotel before? And may I have you checking in and checkout date.” 員工：“以前有住過我們的酒店嗎？ 請問何時入住和退房呢？” (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，根據(jù)客史資料找出以前提供的房價，以及客人的喜好。如果你的預訂有變動，請在您原定入住日前 24 小時通知酒店。 (Double confirm the spelling of guest’s name, ensure it is correct.) （確認客人姓名拼寫正 確。 2. Greet guest. “Good evening, Front Desk, this is XXX, how can I help you?” 問候客人：“晚上好，這是前臺，我是 XXX，請問有什么能幫到您？” 3. Confirm checking in and checkout date. Check room inventory. 確認入住及退房日期。 詢問客人是否愿意加入。 To enroll a member, first of all, you should be prepared for