【正文】 rture 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。 Certification, January 2021 Edition Copyrighted, confidential and proprietary information of Starwood Hotels amp。 Resort. It’s the fastest way to a free night in the industry.” Ask the guest if he/she has vacated the room, and, if so, request the key. If the guest has not yet vacated the room, indicate to the guest that he/she can either leave the key in the room or drop the key off at the Front Desk. “Have you vacated the room? May I please have your room key?” “When you are ready to vacate the room, you may either drop your key off at the Front Desk or leave it on the desk in your room.” Rooms Division – Front Office Guest Account Administration? Front Office Ambassador Guest Departure Galaxy __________________________________________________________________________________________ New Hire Training amp。 Resorts Worldwide, Inc. 5 PROCEDURE SCRIPTING Inquire if the guest needs any assistance with luggage. If the guest needs assistance, obtain the services of Service Express Attendant. “Will you be needing assistance with your luggage?” “Let me get a Service Express Attendant to assist you.” Thank the guest for his/her patronage, and ask the guest to return in the future. Send the guest off with a smile. “Thank you for staying with us. We appreciate your business and look forward to weling you back soon.” 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。 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。 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。 Resorts Worldwide, Inc. 8 CHECKOUT WITH CREDIT CARD FD DEP 31/1/02 Standard Ambassador establishes immediate positive eye contact Ambassador assures guest 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。 Resorts Worldwide, Inc. 9 For guest using a credit card no signature is required, as the swipe of the credit card at check in is their electronic signature based upon Paperless Checkin Procedures. Procedure Task Detail GALAXY Greet the guest. “Good morning, are you checking out? May I have your last name and room number?” Inquire about the guest’s stay. “How was your stay with us, Mr. Smith?” Collect the guestroom key. Verify with the guest that he/she has vacated the room. If the guest is remaining in the room, make sure to notify the appropriate departments of the expected checkout time, and note this also in the Property Management System. Ask the guest how he/she will be settling the account (verify the type of credit card). “Do you wish to settle your account using your American Express card?” Clear the account to the selected payment method. Enter the appropriate settlement type and enter through all fields. Print the guest’s folio. To check guest out. Enter 3 for the cashier menu. Enter 1 for the checkout screen. Enter the room number and press ENTER 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. Press F1 for the bar menu.