【正文】 查詢預(yù)定。Find out reservation immediately in puter, politely require guest room voucher and confirm the information including guest name, arrival and departure date, room type and payment, etc. If fail to find out, try other way, . use guest pany name or travel agency name to check in puter. By saying: Mr. XX, May I have your pany name or may I know the pany you made your booking with?” If still fail to find, let the guest check in first and follow up after check in.找到預(yù)定后收取入住單，確認(rèn)入住單上的信息是否與系統(tǒng)中一致。 如果用名字無法查到預(yù)定，使用旅行社或公司名字查找。如果仍無法找到預(yù)訂，先為客人登記，隨后再跟進(jìn)。 Note: Never say to guest: No reservation” even if reservation can not be found in puter. Useguest pany contract rate and guest preference to check in guest at first.Present our courtesy and kindly service at first time.留下良好的第一印象。Clarify guest is walk in guest or with reservation. So that you can check the reservation in puter.確認(rèn)客人是否有預(yù)定。Locate reservation immediatelly, try to provide efficiency service to guest at first time and every single time.為客人提供有效快捷的服務(wù)。Be flexibility. 靈活PREPARED BY : MICHAEL ZHENG起草人 APPROVED BY : MR RAY ZHOU批準(zhǔn)人 POSITION:FOM職位：SIGNATURE/DATE簽字/日期:POSITON: GM職位SIGNATURE/DATE簽字/日期:DEPARTMENT : Front Desk部門 ：前廳部JOB TITLE : Guest Service Associate職稱 ：前臺職員TASK NO : FD 06號碼 :TASK : Check in with TA voucher工作職責(zé) : 持旅行社入住券入住 （2 of 5 ）EQUIPMENT REQUIRED : Opera Workstation所需設(shè)備 ：工作臺WHAT TO DO工作程序HOW TO DO操作明細(xì)WHY工作目的Confirm room type with politely manner and smile, eye contact.確認(rèn)房態(tài)Advise guest from getting R card告知客人去取登記單注意：不要同客人講：沒有預(yù)訂。即使預(yù)定無法找到，使用客人公司價根據(jù)客人喜好先為客人登記入住。If VIP or Golden Circle guest refer to GRO immediately. By saying: Mr. XX, please wait for a moment, our guest relation officer will show you the way to the room.” Or if GRO is busy, follow Golden Circle ‘ s standard to service the guest.如果是貴賓或金環(huán)會成員，立即通知賓客關(guān)系主任接待。如他/她繁忙，根據(jù)接待貴賓標(biāo)準(zhǔn)工作程序接待客人。Confirm room type and period with guest according to reservation by clearly description.By saying: Mr. XX, you have booked our deluxe king size room, is it correct?”同客人確認(rèn)房態(tài)和入住天數(shù)。By saying: Just one moment, Mr. XX, I ‘ m just going to get your registration card.” Draw out preregistered registration card and prepared wele booklet from reservation form holding box.去取登記單時告知客人。If guest request nonsmoking room, please follow up in the system and key in the guest profile, so we can meet guest ‘ s needs in the future.Clearly confirm detail with guest to avoid making guest feel confused, meanwhile let guest feel our genuine service.確認(rèn)細(xì)節(jié)時刻人感受我們真誠的服務(wù)。In order to avoid the guest confusion and show care.避免客人產(chǎn)生誤會PREPARED BY : MICHAEL ZHENG起草人 APPROVED BY : MR RAY ZHOU批準(zhǔn)人 POSITION:FOM職位：SIGNATURE/DATE簽字/日期:POSITON: GM職位SIGNATURE/DATE簽字/日期:DEPARTMENT : Front Desk部門 ：前廳部JOB TITLE : Guest Service Associate職稱 ：前臺職員TASK NO : FD 06號碼 :TASK : Check in with TA voucher工作職責(zé) : 持旅行社入住券入住 （3 of 5 ）EQUIPMENT REQUIRED : Opera Workstation所需設(shè)備 ：工作臺WHAT TO DO工作程序HOW TO DO操作明細(xì)WHY工作目的Check in guest in puter在系統(tǒng)中辦理入住手續(xù)Collect ID card/ Business card for registration.收取證件和名片登記Fill registration card填寫登記單Confirm and collect the payment.付款方式If very frequent guest, no need confirm type and rate all the time, do according to the profile.If there is detail profile in the system, do not collect business card again.客人的要求應(yīng)被記入系統(tǒng)，使客人下次光臨時我們提前滿足其要求。?？筒恍枰看味即_認(rèn)細(xì)節(jié)。資料很全的客人不須再要名片。Check in guest in puter在系統(tǒng)中辦理入住手續(xù)Politely collect guest ID card/Business card for registration. Use two hands to receive guest ID card/business card, By saying: Mr. XX, may I have your passport and business card for reference. Thank you.”禮貌的要求證件和名片登記。Clearly, neatly accurately and efficiency fill in the registration card for guest.清楚，整齊，準(zhǔn)確，快速填寫登記單。Politely collect payment from guest by saying: Mr. XX, how would you like to settle your incidental payment?”If it is credit card, quickly take in print.If paid by cash, collect 500 RMB per day for cash deposit. 收取雜費(fèi)押金五百元。.Avoid forgetting check in guest in puter.避免忘記在系統(tǒng)中登記。Fill in registration for guest to show our Asian hospitality.幫助客人填寫登記單Avoid to letting guest wait for too long time. Do more for our customer in every customer contact.避免使客人等候太久Advance deposit should be collected to protect hotel benefit.押金收取保障酒店利益PREPARED BY : MICHAEL ZHENG起草人 APPROVED BY : MR RAY ZHOU批準(zhǔn)人 POSITION: FOM職位：SIGNATURE/DATE簽字/日期:POSITON: GM職位SIGNATURE/DATE簽字/日期:DEPARTMENT : Front Desk部門 ：前廳部JOB TITLE : Guest Service Associate職稱 ：前臺職員TASK NO : FD 06號碼 :TASK : Check in with TA voucher工作職責(zé) : 持旅行社入住券入住 （4 of 5 ）EQUIPMENT REQUIRED : Opera Workstation所需設(shè)備 ：工作臺WHAT TO DO工作程序HOW TO DO操作明細(xì)WHY工作目的Confirmation information with guest.確認(rèn)信息Present wele booklet and necessary items to guest.分發(fā)鑰匙Inform the GSAconcierge通知禮賓部Ask if guest need any thing help提供更多服務(wù)Offer Service Center information, if need.如需要，提供服務(wù)中心信息Complete check in.完成登記Confirm guest name, room number, arrival date, depature date with guest.確認(rèn)所有入住信息。Use two hands to present wele booklet and necessary items to guest.用雙手給客人分發(fā)鑰匙Inform SAConcierge the room number