【正文】 意：不可以準備被占用房間的，以防止雙重入住）。 3. Preblock rooms and inform HSKP to clean up as soon as possible. 預先安排房間，通知客房部盡快打掃。仔細閱讀，特別是客人信息，到達時間，入住安排和結(jié)帳方式?！被颉邦A祝您有個安全的旅程?！? “祝您愉快。 “感謝您入住我們酒店， XXX 先生。 “我是 XXX，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。 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? W ould 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?！? 9. 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?！? “請問您是否需要我?guī)湍谏虾ｎA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。） （如客人尚未預定，為他預定并告知確認號。） “謝謝您， XXX 先生?！? 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。） 7. Safety box. “Is your safety box empty in your room?” “Please make sure everything is with you.” 保險柜?！? 6. Ask for payment. “Will you use the same credit card to settle your bill?” or “Will you use ca sh to settle your bill?” (I should refund XXX to you.) 結(jié)帳。這項計劃完全是免費加入的且無限期。） “ XXX 先生，您希望加入我們的優(yōu)選俱樂部嗎？這是洲際酒店集團全球性的?？陀媱?。） 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)選俱樂部會員計劃。如果沒有問題，請在這簽名。 “ XXX 先生，從昨晚到現(xiàn)在有迷你吧消費嗎？” 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。 “請問您的房號？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。 “早上好，下午好，先生，小姐?！? SUBJECT : CHECK OUT GUEST When the guest approach FD counter to check out, the following procedure should be processed. 當客人來到前臺退房，根據(jù)以下操作程序進行。” （如客人無行李。 “謝謝您， XXX 先生，我的同事 XXX 會送您到房間?！? “房價沒有包含早餐，但酒店咖啡廳提供美式早餐，從 6:30 到 10:30。 “ XXX 先生，您的房間在 XX 樓，非吸煙大床房。” 12. Confirm c/o time with guest. “, what time will you be checking out on XXX?” 確認退房時間。 “ XXX 先生，退房時您選擇用怎樣的方式結(jié)帳呢？” （如果用信用卡） “可以用一下您的信用卡嗎？” （如果用現(xiàn)金） “我需要 XX 錢作押金， XXX 先生?！? 如果客人是回頭客，你應說“請在這簽名。 10. Print out registration card. If it’s the first time that the guest stays with us, obtain business card from guest by saying “, may I have your business card? Then I can fill in the registration card for you. I only need your signature here.” If guest is return guest, you should say “May I have your signature please, ?” 打印入住登記卡。 在你無法滿足客人需要時，盡量給客人提供選擇。 “ XXX 先生，您將入住 XX 晚， XX 號退房，是嗎？” “您訂的是豪華房，不吸煙，一張大床，對嗎？” （在入住率不高的情況下） “您需要吸煙還是不吸煙的房間？” “一張大床還是兩張床呢？” 9. Assign the room. Assign the room according to guest preference in special service. Always give options, if you cannot offer the room that guest prefer. Do not fet to up sell the rooms and packages. 分房。 7. Check AddRemarks if any mail or message is being held for the guest. 檢查備注是否有留言或給客人的郵件。 “您是我們優(yōu)選俱樂部會員嗎， XXX 先生？” 如是，將客人的會員號碼記入電腦系統(tǒng)?！? 如果回答是，你應說：“歡迎入住深圳威尼斯皇冠假日酒店， XXX 先生。） 5. Retrieve guest booking. Ask the guest “, is this your first time to stay in our hotel?” If not, you should say “Wele back! ” If yes, you should say “Wele to the Crowne Plaza Hotel Shenzhen! ” 在系統(tǒng)里找出客人的預定。 “麻煩您出示護照或身份證登記一下，好嗎？” 4. Guest name is used during the registration. (Once you know guest surname from passport and ID, you must use the guest name throughout.) 整個入住登記過程中都要稱呼客人姓名。 “早上好、下午好、晚上好，先生。 1. Staff makes eye contact when guest approaches counter. 在客人靠近前臺時，應與客人有目光接觸。S policies and procedures and ensure all procedures are conducted safely and within OHamp。 門童 司機10 12 2 10 15 101G u e st Se r v i c e C e n t e r M a n a g e r客戶服務中心經(jīng)理M s. Sa n d r a Hu a n g 1M r . Dav i d Yan g C h i e f C o n c i e r g e禮賓司 JO B DESCR I PTIO N J OB T ITL E : Fr ont D esk Ag ent A REA /DE P A RTM E NT: R oom s D i v i sion / Fr ont O f f i ce REP ORTS TO : Fr ont D esk Superv i sor / R ecept i on M anag er P OS ITI ONS S UPE RVI S E D: N i l J OB S COP E : U nder t he g ene r al di r e ct i on o f t he R ecep t i on M anag er o r hi s / her del eg a t e and w i t hi n t he l i m i t s o f es t abl i shed I n t e r C ont i nent al H o t el s G r oup b r and and l ocal pol i cies and pr ocedur es , r esponsibl e f or al l act i v i t i es r el ev ant t o t he Fr on t D esk such as t he r ecept i on, chec k i n / out , r oom i n g o f al l H ot el g ues t s, f o r ei g n ex chang e , r espo nsibl e f or account i n g and coll ect i on o f al l r ev enues and m oni es , as sist s t hem w i t h i n q ui r i es. Prom o t es t he desir ed w or k cultur e a r ound t he f i v e co r e v al ues o f Tr ust , I n t e g r i t y , R espect , O ne T ea m a nd Serv i ce of t he I nt e r C ont i nent al H o t el s G r oup and t he b r and