【文章內(nèi)容簡介】 房卡給客人?！癤XX先生，您的房間在XX樓，非吸煙大床房。您的房價(jià)在這（用手指出），加15％的服務(wù)費(fèi)，包含咖啡廳早餐（用手指示咖啡廳位置），從6:30到10:30?！薄胺績r(jià)沒有包含早餐，但酒店咖啡廳提供美式早餐，從6:30到10:30?！?4. 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.” 預(yù)祝客人入住愉快。 “謝謝您，XXX先生，我的同事XXX會(huì)送您到房間。入住愉快?！?（如客人無行李。） “謝謝您，XXX先生，電梯在那邊，入住愉快?！盨UBJECT : CHECK OUT GUESTWhen the guest approach FD counter to check out, the following procedure should be processed.當(dāng)客人來到前臺(tái)退房，根據(jù)以下操作程序進(jìn)行。1. Greet guest.“Good morning/afternoon, Sir/Madame. Checking out?” 問候客人。 “早上好，下午好，先生，小姐。退房嗎？”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。“請問您的房號(hào)？我可以收回房卡嗎？”（一旦從系統(tǒng)中得知客人的姓名，要稱呼客人的姓氏。）3. Ask mini bar consumption.“, is there any last minute consumption from mini bar since last night?”詢問迷你吧消費(fèi)。“XXX先生，從昨晚到現(xiàn)在有迷你吧消費(fèi)嗎？”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.)向客人出示帳單。“XXX先生，這是您的帳單，請確認(rèn)。如果沒有問題，請?jiān)谶@簽名。”（給客人指出簽名位置。）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.” 優(yōu)選俱樂部會(huì)員計(jì)劃。 （如發(fā)現(xiàn)客人仍未是優(yōu)選俱樂部會(huì)員，向他介紹這項(xiàng)計(jì)劃并邀請加入。）“XXX先生，您希望加入我們的優(yōu)選俱樂部嗎？這是洲際酒店集團(tuán)全球性的?？陀?jì)劃。您一旦成為我們的會(huì)員，您在酒店每消費(fèi)一美元。這項(xiàng)計(jì)劃完全是免費(fèi)加入的且無限期。您只要給我一張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 cash to settle your bill?” (I should refund XXX to you.)結(jié)帳。“請問您還是用同一張信用卡結(jié)帳嗎？”或“請問您是用現(xiàn)金結(jié)帳嗎？”（我要退回XX錢給您。）7. Safety box.“Is your safety box empty in your room?”“Please make sure everything is with you.” 保險(xiǎn)柜。 “請問您房間的保險(xiǎn)柜還有任何東西嗎？” “請拿好隨生物品。” 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?”詢問客人入住經(jīng)驗(yàn)。“住得還好嗎，XXX先生？”（如果回答是肯定的。）“謝謝您，XXX先生。那么您什么時(shí)候再次光顧呢？”（如客人說已經(jīng)做好了下次的預(yù)定，找出預(yù)定并告知確認(rèn)號(hào)碼。）（如客人尚未預(yù)定，為他預(yù)定并告知確認(rèn)號(hào)。）〔如客人說他要到別的城市，問客人是否需要幫他預(yù)定我們的姐妹酒店。〕“請問您是否需要我?guī)湍谏虾ｎA(yù)定我們的姐妹酒店呢？”(If answer is negative.)“Thank you to let us know. I will tell my manager personally. Sorry about any inconvenience caused to you.” （如回答是否定的。） “謝謝您通知我們，我將告訴我的經(jīng)理，非常抱歉給您造成的不便?！?. Pass bill to guest.If guest needs Fa Piao, then put Fa Piao and guest bill in Thank You envelop, give to guest with both hands.將帳單給客人。如客人需要發(fā)票，將帳單及發(fā)票一起放入信封，雙手遞給客人。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? Would 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?！癤XX先生，需要幫您拿行李嗎？需要幫您安排車嗎？”11. Introduce yourself to guest.“I am _____, if you need any help in the future, you may contact me or my colleagues. We will be happy to serve you.”介紹自己?！拔沂荴XX，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(wù)?！?2. Bid farewell to guest.“Thank you for staying with us, . Hope to see you soon.”“Have a nice day!”, “Have a nice trip home!”, or “Have a safe trip!” 告別客人。 “感謝您入住我們酒店，XXX先生。希望您再來?！?“祝您愉快?！?，“旅途愉快?！被颉邦A(yù)祝您有個(gè)安全的旅程?！盨UBJECT : GROUP CHECK IN1. 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(tuán)隊(duì)資料。仔細(xì)閱讀，特別是客人信息，到達(dá)時(shí)間，入住安排和結(jié)帳方式。2. Open group master folio, double check charge routine according to billing instruction.打開團(tuán)隊(duì)MASTER FOLIO，根據(jù)結(jié)帳方式再次確認(rèn)MASTER FOLIO中的收費(fèi)路徑。3. Preblock rooms and inform HSKP to clean up as soon as possible.預(yù)先安排房間，通知客房部盡快打掃。4. Prepare keys for vacant rooms (Note: do not prepare keys for occupied rooms to avoid double check in). Print out group arrival summary report (Note: rooms in total and rate must be on report) and keep it with room keys.準(zhǔn)備空房的房卡。（注意：不可以準(zhǔn)備被占用房間的，以防止雙重入?。?。打印團(tuán)隊(duì)到達(dá)報(bào)告（注意：報(bào)告中應(yīng)有全部房間數(shù)及房價(jià)），并和房卡放在一起。5. Group room status should be monitored regularly to ensure all rooms are ready before group arrival.時(shí)刻留意房態(tài)，確保在團(tuán)隊(duì)到達(dá)前所有房間處于可賣狀態(tài)。6. Name list with passport and visa number or ID number should be provided by travel agent or pany in advance. If we don’t have, when group arrives, obtain it from organizer for express check in. Otherwise each guest should approach Front Desk individually for registration.領(lǐng)隊(duì)或其公司應(yīng)預(yù)先提供客人名單，護(hù)照，簽證號(hào)碼或身份證號(hào)。如無，當(dāng)客人到達(dá)時(shí)，向組織索取以便快捷入住。否則，客人需要親自到前臺(tái)辦理入住手續(xù)。7. Communicate with organizer for charges that won’t be covered by travel agent or pany and get deposit for these charges.于組織者溝通，確認(rèn)不由旅行社或公司支付的費(fèi)用的付費(fèi)方式。并對此部分收取押金。8. Obtain signature of organizer on inhouse group information form thereby confirming the checkout time, baggagehandling instructions, wakeup call arrangements and any other special requests.組織者在入住團(tuán)隊(duì)資料表上簽名，確認(rèn)退房時(shí)間，行李交接，叫早服務(wù)和其他特別需求。9. Give room keys.發(fā)放房卡。10. Update necessary information in system and distribute inhouse group information form with arrival summary report to the concerned departments.在電腦系統(tǒng)里輸入必要的資料。分發(fā)入住團(tuán)隊(duì)資料表及到達(dá)報(bào)告到相關(guān)部門。11. Keep original copy of report and name list in the Registration Card folder of smallest room number in the group.保留原始報(bào)告和客人名單在最小的房號(hào)文件夾中。