五星級(jí)酒店前臺(tái)收銀標(biāo)準(zhǔn)工作程序-資料下載頁(yè)
2025-07-14 21:16本頁(yè)面
【正文】 est ,offer help問(wèn)候2. Inquire guest room number and collect guest room key詢(xún)問(wèn)房號(hào)3. Check satisfaction of guest’s stay with gust 詢(xún)問(wèn)客人滿(mǎn)意度4. Inquire for Mini Bar usage詢(xún)問(wèn)客人是否有酒水消費(fèi)Initiate to greet guest with smile:Ni Hao, Sir/Madam, May I help you? 微笑著問(wèn)候客人: “ 您好，先生我能幫您什么嗎？“ If guest wants to check out, say:Sir/Madam, May I have your room number? 如果客人要求結(jié)帳離店,說(shuō): 先生， 請(qǐng)問(wèn)您的房間號(hào)?Politely collect guest room key for recycling.有禮貌地問(wèn)客人回收鑰匙.“How was your stay, Mr./Mrs. XX“XX先生/小姐，請(qǐng)問(wèn)您住得愉快嗎？” Politely ask guest: Mr./Ms. xxDo you use your mini bar in your room today? If yes, post the charge in puter. 有禮貌地詢(xún)問(wèn)客人: XX先生，今天您用過(guò)MINIBAR嗎？如果用過(guò), 將消費(fèi)輸入電腦。Initiate to greet guest to show our courtesy and sincerity to be ready to serve guest at each and every time.禮貌地，真摯地問(wèn)候客人表現(xiàn)出我們隨時(shí)準(zhǔn)備為客人提供優(yōu)質(zhì)服務(wù)To get accurate guest information and it can help us to provide precise service.知道了客人的準(zhǔn)確信息以便提供準(zhǔn)確的服務(wù).Save cost care about hotel expense.為酒店控制成本與花費(fèi).Avoid any late charge after guest departure, use our politely manner to show our courtesy and respect to guest. Demonstrate our honesty on guest.避免客人走后產(chǎn)生一些漏帳錯(cuò) 人的真誠(chéng).PREPARED BY: APPROVED BY: DESIGNATION: SM SIGNATURE/DATEDESINATION: DORSIGNATURE/DATESTANDARD OPERATION PROCEDUREDEPARTMENT: Front OfficeJOB TITLE: Guest Service AssociateTASK NO: FDCA. 2 ( Page 2 of 5 )TASK: Check out guest with deposit refund 結(jié)帳時(shí)退還押金EQUIPMENT REQUIRED: Fidelio work station/Bill folio/Cash refund voucherWHAT TO DOHOW TO DOWHY out bill folio 打印帳單。 guest registration card from bucket 取出登記卡. balance with guest 與客人確定實(shí)際消費(fèi)金額.7 Collect deposit receipt 收回預(yù)付定金收據(jù).Print out guest folio for guest review by saying:Mr./Ms. Here is your bill folio, would you please check it?打印出帳單讓客人檢查: XX先生這是您的帳單請(qǐng)過(guò)目.”Draw out guest registration card from guest bucket ready for guest checking.取出登記卡為結(jié)帳做好準(zhǔn)備。Confirm balance with guest, if balance is credit, say: Mr./Ms.XX. Your credit balance is RMB 310 which will be refunded to you, am I right?與客人確定他的實(shí)際消費(fèi)金額., 如果余額是負(fù)數(shù),就問(wèn): XX,先生,我們將退還 RMB 310 給您,對(duì)嗎?”P(pán)olitely collect deposit receipt from gu
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