【正文】 which type of guests are possible to be enrolled as our members, normally, frequent travelers requesting mileage, individual guests who is not tourist travelers, corporate guests, guest who traveling to or from a country where we have sister hotels, etc。只有當(dāng)熟悉了此計劃的所有信息，你方能向客人介紹所有的入會條件及會員優(yōu)惠，讓客人有興趣加入并成為我們的回頭客。1. To be familiar with the program。SUBJECT : PCR ENROLLMENTPriority Club Reward is a frequency traveler program of IHG, which is important for our hotel, because members represent a substantial part of our repeat business.優(yōu)選俱樂部會員獎勵計劃是洲際酒店集團(tuán)的?？陀媱潱瑢ξ覀兙频攴浅Ｖ匾?，因為會員扮演著重要的回頭客角色。8. Attach reservation fax, rooming list, all supporting bills with master bill. If master folio balance is zero, submit to Account, otherwise put all in c/o with balance drawer in back office for future reference.附預(yù)定傳真，房號表及所有小單于總帳單。6. Check outstanding charges regularly. 檢查尚未結(jié)算的費(fèi)用。5. Print out charges that are not covered by travel agent or pany, and hand it over to organizer. Settle those charges with organizer’s help.打印出不被公司或旅行社支付的費(fèi)用的帳單給組織者。3. Check information in master folio and individual folio carefully regarding payment. 仔細(xì)查看團(tuán)隊主帳單及每個客人帳單的付費(fèi)情況。2. Ask tour guide name of the group. Inform HSKP group checkout. Retrieve inhouse group information form. 和團(tuán)隊導(dǎo)游確認(rèn)團(tuán)名并通知客房部退房。11. Keep original copy of report and name list in the Registration Card folder of smallest room number in the group.保留原始報告和客人名單在最小的房號文件夾中。10. Update necessary information in system and distribute inhouse group information form with arrival summary report to the concerned departments.在電腦系統(tǒng)里輸入必要的資料。8. Obtain signature of organizer on inhouse group information form thereby confirming the checkout time, baggagehandling instructions, wakeup call arrangements and any other special requests.組織者在入住團(tuán)隊資料表上簽名，確認(rèn)退房時間，行李交接，叫早服務(wù)和其他特別需求。7. Communicate with organizer for charges that won’t be covered by travel agent or pany and get deposit for these charges.于組織者溝通，確認(rèn)不由旅行社或公司支付的費(fèi)用的付費(fèi)方式。如無，當(dāng)客人到達(dá)時，向組織索取以便快捷入住。5. Group room status should be monitored regularly to ensure all rooms are ready before group arrival.時刻留意房態(tài)，確保在團(tuán)隊到達(dá)前所有房間處于可賣狀態(tài)。（注意：不可以準(zhǔn)備被占用房間的，以防止雙重入?。?. Preblock rooms and inform HSKP to clean up as soon as possible.預(yù)先安排房間，通知客房部盡快打掃。仔細(xì)閱讀，特別是客人信息，到達(dá)時間，入住安排和結(jié)帳方式?！被颉邦A(yù)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(wù)。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? Would 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(yù)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(yù)定，為他預(yù)定并告知確認(rèn)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?！?. Ask for payment.“Will you use the same credit card to settle your bill?”or “Will you use cash to settle your bill?” (I should refund XXX to you.)結(jié)帳。這項計劃完全是免費(fèi)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(tuán)全球性的?？陀媱潯＃?. 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(fèi)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?！盨UBJECT : CHECK OUT GUESTWhen the guest approach FD counter to check out, the following procedure should be processed.當(dāng)客人來到前臺退房，根據(jù)以下操作程序進(jìn)行。” （如客人無行李。 “謝謝您，XXX先生，我的同事XXX會送您到房間?！薄胺績r沒有包含早餐，但酒店咖啡廳提供美式早餐，從6:30到10:30?！癤XX先生，您的房間在XX樓，非吸煙大床房?！?2. Confirm c/o time with guest.“, what time will you be checking out on XXX?”確認(rèn)退房時間?！癤XX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?！比绻腿耸腔仡^客，你應(yīng)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?！癤XX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 forget 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(yīng)說：“歡迎入住深圳威尼斯皇冠假日酒店，XXX先生。）