【導(dǎo)讀】真誠(chéng)歡迎您加入華爾登國(guó)際酒店，成為酒店前廳部的成員。你們積極的工作態(tài)度，創(chuàng)造性的思維及細(xì)致周到的服務(wù)，將是我們?nèi)〉贸晒Φ年P(guān)鍵因素。終取得整體前廳部的成功。祝愿您在這個(gè)團(tuán)隊(duì)里工作愉快，并獲得寶貴的工作經(jīng)歷。當(dāng)客人來(lái)到前臺(tái)時(shí)，根據(jù)以下程序登記入住。在客人靠近前臺(tái)時(shí)，應(yīng)與客人有目光接觸。微笑并熱情禮貌地問(wèn)候客人。向客人索取護(hù)照或身份證進(jìn)行登記。整個(gè)入住登記過(guò)程中都要稱(chēng)呼客人姓名。在系統(tǒng)里找出客人的預(yù)定。檢查備注是否有留言或給客人的郵件。

　　

【正文】 ter about room change. 將有關(guān)房間的更換告知客房部和客戶服務(wù)中心。 h) Update puter record of room change/rate change. 在電腦中更新房號(hào)及房?jī)r(jià)。 i) When room change is physically done, bellboy will return the original form and distribute the copies to HSKP, Concierge and Service Center. 當(dāng)換房結(jié)束后，行李生將會(huì)按照要求分配相應(yīng)的表格給客房部 Attach “ reception instructions” with regis tration card, and put registration card in new room RC folder. 附 “ 接待處通知書(shū) ”于入住登記卡上，并且巴登記卡放入新房間的文件夾中。 2. Dead move 換房時(shí)客人 不 在場(chǎng) a) Confirm with guest the room change will be done without guest’s presence. WELLTON INTERNATIONAL HOTEL Prepared by Front Desk 21 和客人確認(rèn)我們會(huì)在客人不在房間的情況下為其換房。 b) Remind guest to full pack his/her baggage and clear safety box before leaving hotel. 提醒客人在離開(kāi)酒店前將行李收拾好并將保險(xiǎn)柜中的物品清空。 c) Raise “ reception instructions” and mark down “ Dead Move” on the form. 填寫(xiě)“ 接待處通知書(shū) ”并注寫(xiě) ” DEAD MOVE” 。 d) At appointed interval of time, check with HSKP if baggage in room is fully packed. 在 預(yù)定的換房時(shí)間，同客房部確認(rèn)房間的行李已經(jīng)收拾妥當(dāng)。 e) Prepare new key and folder, put in basket at Front Desk for guest’s collection after ing back. 準(zhǔn)備新的房卡和歡迎卡，置于前臺(tái)指定的籃中，以便客人回來(lái)后獲取房卡和歡迎卡。 f) Time stamp the “ reception instructions”. 在“ 接待處通知書(shū) ” 上打印時(shí)間。 g) Pass the form to Assistant Manager for dead move. 將表格交給大堂經(jīng)理。 h) Inform HSKP about room change. 將有關(guān)房間的更新告知 管家部 。 i) Update puter record of room change/rate change. 在電腦中更新房號(hào)及房?jī)r(jià)。 j) Bellboy will move guest’s baggage in presence of Assistant Manager and Security Supervisor. 行李生將在大堂經(jīng)理及保安主管在場(chǎng)的情況下為客人搬運(yùn)行李。 k) When room change is physically done, bellboy will return the original form and distribute the copies to HSKP, Concierge and Service Center. 當(dāng)換房結(jié)束后，行李生將會(huì)按照要求分配相應(yīng)的表格給客戶部，禮賓部和客戶服務(wù)中心。 l) Attach “ 接待處通知書(shū) ” with registration card and put registration card in new room RC folder. 附“ 接待處通知書(shū) ”于入住登記卡上，并且把登記卡放入新房間的文件夾。 SUBJECT : EXTRA BED The charge for extra bed is as follows: 房間加床收費(fèi)標(biāo)準(zhǔn)： RMB 166+ for normal floor 普通樓層 RMB 250+ for crowne club floor WELLTON INTERNATIONAL HOTEL Prepared by Front Desk 22 行政樓層 Baby cot is placed in room on a plimentary basis upon guest request. 在客人要求的基礎(chǔ)上，可在房間免費(fèi)加?jì)雰捍病? In each guest room, only one extra bed or one baby cot is to be placed. 每個(gè)客房只允許加一張床或一張嬰兒床。 No extra bed is to be placed in the crowne club suite. Otherwise, a connecting room (which is chargeable) is to be suggested to the guests. 行政樓層套房不允許加床。否則，建議客人選擇連同房。 1. Upon request for extra bed or baby cot, the Reservation or Front Office staff will inform guest the charge. If guest agrees, then leave a in guest folio on guest arrival date. 當(dāng)客人要求在房?jī)?nèi)加床或加?jì)雰捍矔r(shí)，預(yù)定部或前臺(tái)員 工需與客人確認(rèn)收費(fèi)。 經(jīng)客人同意后，在系統(tǒng)中注明。 2. Double confirm with guest for extra bed or baby cot and price upon check in, if guest still needs it, change the room rate in the system and obtain guest signature beside the room rate. 當(dāng)客人辦理入住時(shí)，需再次確認(rèn)是否需要加床或嬰兒床，及其費(fèi)用。如無(wú)異議，在系統(tǒng)中更改房?jī)r(jià) 。并在房?jī)r(jià)旁獲取客人簽名。 3. Inform HSKP for placement. 通知客房部加床。 4. Update AddRemark for the reason of room rate amended. 在系統(tǒng)中更改房?jī)r(jià)后，在 REMARKS 中注明原因。 If the booking is from travel agent and extra bed charge is not inclusive, Front Desk staff will share guest folio, add extra bed charge in the new folio and indicate POA. 當(dāng)預(yù)定來(lái)自旅行社，加床費(fèi)用由客人自付，前臺(tái)員工需分出另一個(gè) FOLIO，并注明加床費(fèi)由客人自行支付。 SUBJECT : LATE CHECK OUT Hotel standard check out time is 12:00 noon. Priority Club members are entitled late check out till 14:00 hours without any charge, and all Executive Floor guests are entitled late check out till 14:00 hours. Both are subject to room availability. 酒店的退房時(shí)間為中午 12 點(diǎn)。如當(dāng)日房情允許，優(yōu)選俱樂(lè)部會(huì)員，可延遲到下午 兩點(diǎn)退房。入住行政樓層的客人，可延遲到下午 2 點(diǎn) 退房。 WELLTON INTERNATIONAL HOTEL Prepared by Front Desk 23 All late checkouts after 13:00 hours should be approved by Front Office management staff. 所有超過(guò)下午一點(diǎn)鐘之后的退房，都必須獲得前廳部經(jīng)理級(jí)員工的同意。 For FIT guests: 散客： If guest late checks out between 12:00 hours to 18:00 hours, then charge 50%. 客人在中午 12 點(diǎn)至下午 6 點(diǎn)之間退房，按半價(jià)房費(fèi)收取。 If guest late checks out after 18:00 hours, charge 100% of actual guest paying rate. 客人退房時(shí)間超出下午 6 點(diǎn)，需按一天房費(fèi)收取。 For T/A guests: 旅行社客人： If guest requests late check out, the following procedure should be processed. 如客人要求延遲退房，應(yīng)按以下程序辦理： check in, the departure time of the guests is to be confirmed. If the request for a late departure is not updated in the system by Reservation, the Front Desk staff will advise guest of the late check out charge, where applicable. If a plimentary late check out is extended, this privilege must be informed to the guest. 辦理入住時(shí)應(yīng)與客人確認(rèn)離店時(shí)間。如果預(yù)定部沒(méi)有標(biāo)注客 人延遲退房的要求，前臺(tái)員工應(yīng)告訴客人關(guān)于延遲退房的收費(fèi)情況。如果是免費(fèi)延長(zhǎng)退房時(shí)間，應(yīng)告訴客人所享有的特殊權(quán)益。 2. If a late check out has been confirmed to guest upon reservation, the Front Desk staff will reconfirm the departure time. 當(dāng)客人延長(zhǎng)退房的要求在做預(yù)定時(shí)已得到確認(rèn)，前臺(tái)員工在辦理入住時(shí)應(yīng)再次確認(rèn)。 3. Once the departure time is confirmed, late check out requirement should be input in Remarks in guest folio. 一旦確認(rèn)離店時(shí)間，延遲退房應(yīng)標(biāo)注在系統(tǒng)的 REMARKS 中。 a) FOC LCO at (time) a/p (initials of authorized person). 免費(fèi)延遲退房至 XX 時(shí)，授權(quán)人 XXX。 b) Or charge (50% or 100%) for LCO at (time) a/p (initials of authorized person). 或收取 XX，延遲退房至 XX 時(shí)，授權(quán)人 XXX。 4. Then update check out time in system. 將退房時(shí)間標(biāo)注在系統(tǒng)內(nèi) WELLTON INTERNATIONAL HOTEL Prepared by Front Desk 24 SUBJECT : EXTENSION 1. FIT 散客 a) Double confirm guest’s name and room number. WELLTON INTERNATIONAL HOTEL Prepared by Front Desk 25 確認(rèn)客人的姓名和房號(hào)。 b) Ask guest check out date. 詢問(wèn)客人退房日期。 c) Check room inventory, if there is room available, update check out date in the system. (If room inventory is not allowed for extension, inform guest and try to make a booking for guest in anothe