【文章內(nèi)容簡介】 by Front Desk 12 問候客人及組織者。 2. Ask tour guide name of the group. Inform HSKP group checkout. Retrieve inhouse group information form. 和團(tuán)隊導(dǎo)游確認(rèn)團(tuán)名并通知客房部退房。 獲取入住團(tuán)隊資料表。 3. Check information in master folio and individual folio carefully regarding payment. 仔細(xì)查看團(tuán)隊主帳單及每個客人帳單的付費(fèi)情況。 4. Cooperation with anizer to get room keys back and check with guests mini bar consumption. 協(xié)同組織者收回房卡，和客人確認(rèn)迷你吧消費(fèi)。 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(fèi)用的帳單給組織者。在組織者的幫助下完成結(jié)帳工作。 6. Check outstanding charges regularly. 檢查尚未結(jié)算的費(fèi)用。 7. Print out bill of master folio and ask anizer to sign on it. 打印主帳單，獲取組織者的簽名。 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. 附預(yù)定傳真，房號表及所有小單于總帳單。如主帳單平帳為零，交由財務(wù)部，否則放于前臺退房未結(jié)帳文件夾以備后需。 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. 預(yù)訂的正確性十分重要，它有助于控制酒店房間，也影響到客人入住經(jīng)歷。如前臺員工為客人作預(yù)訂，應(yīng)例行如下： 1. Telephone was answered within 3 rings. 三聲內(nèi)接聽電話。 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(rèn)入住及退房日期。查看房情。 Guest: “ I want to make a reservation.” 客 人：“我想作個預(yù)訂。 ” Staff: “ How may I address you, sir?” 員工：“我怎樣稱呼您呢，先生？” Guest: “ This is Steven Brown.” 客人 ：“ 我是 STEVEN BROWN?！? Staff: “ Mr. Brown, do you have a agreement with our hotel? 員工： “ BROWN 先生， 請問你與我們酒店有協(xié)議嗎 ？” 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。 ） Guest: “ Check in on XXX and check out on XXX.” 客人： “我將在 XX 入住， 在 XX 退房。 ” (Front Desk Agent must listen carefully about checking in and checkout date. Then check room inventory properly.) （前臺員工需仔細(xì)聆聽入住時間，退房時間。查看房性。） If no room available, 如果沒有房間 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?” 員工：“對不起， BROWN 先生，在 XX 天房間已預(yù)訂滿了。您愿意我們把您的預(yù)訂放在等候名單嗎？ 或者推薦其他酒店給您？“ 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單， 我們要記下詳細(xì)的資料。 4. Remend room and quote price. 推薦房間并報價。 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. （根據(jù)客人需要安排適當(dāng)?shù)姆块g。 ） Staff: “ We have superior room, deluxe room and suite, which kind of room would you prefer?” 員工：“我們有高級房，豪華房，套房，您喜歡哪種呢？” (To be ready for being asked difference between different room category and selling price. Don’t fet upselling. ) （準(zhǔn)備好被客人詢問各個房間的不同之處及房價。 記住推銷高等級的房間。） 5. Make reservation in system. 在電腦里作預(yù)訂。 (Double confirm the spelling of guest’s name, ensure it is correct.) （確認(rèn)客人姓名拼寫正確。 ） 6. Guarantee booking and obtain contact number. 擔(dān)保預(yù)訂并提供確認(rèn) 號。 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(dān)保您的預(yù)訂。 (Explain meaning of guarantee booking.) （向客人解釋什么是擔(dān)保預(yù)訂） 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.” 員工： “ BROWN 先生， 您的預(yù)訂已被擔(dān)保，如果當(dāng)天您未到，我們會從你的信用卡收取一晚的 房費(fèi)。如果你的預(yù)訂有變動，請在您原定入住日前 24 小時通知酒店。 ” Staff: “ May I have your contact number, Mr. Brown?” 員工：“請留下您的聯(lián)系電話， BROWN 先生 .” WELLTON INTERNATIONAL HOTEL Prepared by Front Desk 15 7. Offer transportation service. 提供接送服務(wù) Staff: “ By the way, Mr. Brown, would you like us to arrange pick up service for you?” 員工：“另外， BROWN 先生，您需要我們?yōu)槟峁┙訖C(jī)服務(wù)嗎？” Staff: “ For the transportation service, fax and credit card guarantee are required. Once we received your fax, our Concierge will contact you for arrangement.” 員工： “有關(guān)接機(jī)服務(wù)，我們需要您通過傳真預(yù)訂和信用卡擔(dān)保。一旦我們收到您的傳真，我們 禮賓部會盡快和您聯(lián)系安排接機(jī)事宜。 ” 8. Close selling. 結(jié)束賣房。 (Repeat guest’ s reservation.) （重復(fù)客人的預(yù)訂。） 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.” 員工： “ BROWN 先生，我為你復(fù)述一下您的預(yù)訂，您在 X 月 X 日入住， X 月 X 日退房，不吸煙 一張大床的豪華房，房價是 XX 一晚，包一份早餐。您不需要接機(jī)服務(wù)。您的確認(rèn)號是 XXX。 ” (Provide hotel address: Our hotel is located in Dong guang qiao tou town（提供酒店地址給客人 :我們酒店位于東莞橋頭鎮(zhèn)中心廣場 。 ） 9. Thanks for the reservation. 謝謝客人來電。 Staff: “ Thank you for choosing wellton international hotel, Mr. Brown. See you on XXX.” 員工：“謝謝您選擇 華爾登國際 酒店， BROWN 先生， X 月 X 日見?！? SUBJECT : GROUP INFORMATION CHECK Registration card is the contract between hotel and guest, it must be able to provide the necessary