【正文】 that someone will be available shortly to assist them if someone was not immediately available. Ambassador is professionally groomed and wearing appropriate full dress including credentials. Ambassador is friendly, courteous and efficient, displaying professional body language and appropriate eye contact. Ambassador greets the guest when asking for their name and room number Ambassador asks whether everything on the folio was correct. If it is correct the Ambassador will print guest a zero balance folio. If the folio was not slipped under the door, the Ambassador will print a copy and invite the guest to verify the charges. Ambassador will ask the guest if any refreshment center items or room amenities were consumed. And if so, apply the appropriate charge to the guest account. Ambassador will process any early departure fees if appropriate. Ambassador will process the guest’s account in an efficient manner including corrections. Credit Card should not be asked for unless different than one provided at checkin. Ambassador inquires about the guest’s stay and responds appropriately according to Service Westin Style Worldwide. Ambassador offers assistance with their luggage. Ambassador thanks the guest and invites them to return. Ambassador uses guest name at least twice. Departure process takes less than two minutes. Rooms Division – Front Office Guest Account Administration? Front Office Ambassador Guest Departure Galaxy __________________________________________________________________________________________ New Hire Training amp。 Additional Resources 2021 Brand Standards Quality Assurance Departure Shopping Program Rooms Division – Front Office Guest Account Administration? Front Office Ambassador Guest Departure Galaxy __________________________________________________________________________________________ New Hire Training amp。 Certification, January 2021 Edition Copyrighted, confidential and proprietary information of Starwood Hotels amp。 Certification, January 2021 Edition Copyrighted, confidential and proprietary information of Starwood Hotels amp。 Certification, January 2021 Edition Copyrighted, confidential and proprietary information of Starwood Hotels amp。 Resorts Worldwide, Inc. 7 such as A, B, or C. Enter the subdepartment number. If you do not know the sub department number, press F9 for a list, then press ENTER after you choose the proper location. Enter the amount of the posting. Press F10 to save. Verify that the name and number on the charge match those shown on the screen. Benefit To consistently achieve Westin Standards and to exceed our Guest’s Expectations Responsibility Front Office Manager Front Desk Manager Front Desk Supervisor Front Desk Rooms Controller Front Desk Ambassador References amp。 Resorts Worldwide, Inc. 6 Applying Guest Account Charges FD DEP 21/1/02 At times it will be necessary to manually post charges to a guests account such as Late Checkout, Early Departure Fees and any refreshment center charges that did not get posted before the guests departure Standard At checkout the guest must be asked if there are any additional charges such as Valet Parking, Refreshment center form the Evening Before or Morning. Also, if a guest es to the desk to checkout earlier than their departure date, the Front Desk Ambassador must notify and post the charge to the guests account. Procedure Posting a Late Charge Press 3 for the cashiering menu. Press 2 for posting. Enter the room number or press F4 to enter a query. When you have entered the guest’s name, press F5 and a list of guests with that name will appear. Choose the proper guest. Enter the posting name and press ENTER. Enter the posting reason and press ENTER. Enter the posting department number. If you do not know the department number, press F9 for a list, then press ENTER after you choose the proper location. Enter the folio to post to, Rooms Division – Front Office Guest Account Administration? Front Office Ambassador Guest Departure Galaxy __________________________________________________________________________________________ New Hire Training amp。 Additional Resources 2021 Brand Standards Quality Assurance Departure Process Rooms Division – Front Office Guest Account Administration? Front Office Ambassador Guest Departure Galaxy __________________________________________________________________________________________ New Hire Training amp。 Certification, January 2021 Edition Copyrighted, confidential and proprietary information of Starwood Hotels amp。 Resorts Worldwide, Inc. 4 Ambassador will process any early departure fees if appropriate. If the folio was not slipped under the door, the Ambassador will print a copy and invite the guest to verify the charges. If the account is not accurate, resolve the inaccuracy and determine if an adjustment is necessary. Apologize for the inconvenience. “Which item did you have a question about? I’ll look into it immediately.” “I apologize for the inconvenience.” Verify Form of Payment Do not ask for Credit Card if it was the same used at Checkin. “Will you be leaving the charges on your credit card?” “Here is a copy of your bill.” “I’ll enter the new method of payment for your records.” If the guest is a member of the Starwood Preferred Guest program or a frequent flyer, offer a detailed explanation of the folio points earned. If the guest is not a member of the Starwood Preferred Guest program, offer to enroll the guest as a new member. “Here is a folio which details your Starwood Preferred Guest/frequent flyer points.”