【正文】 ”介紹自己?！?2. Bid farewell to guest.“Thank you for staying with us, . Hope to see you soon.”“Have a nice day!”, “Have a nice trip home!”, or “Have a safe trip!” 告別客人。希望您再來?！?，“旅途愉快?！盨UBJECT : GROUP CHECK IN1. Find out group resume from file. Read it carefully, especially guests’ information, ETA, checkin arrangement and billing instruction. 從文件夾中提取團隊資料。2. Open group master folio, double check charge routine according to billing instruction.打開團隊MASTER FOLIO，根據(jù)結(jié)帳方式再次確認MASTER FOLIO中的收費路徑。4. Prepare keys for vacant rooms (Note: do not prepare keys for occupied rooms to avoid double check in). Print out group arrival summary report (Note: rooms in total and rate must be on report) and keep it with room keys.準備空房的房卡。打印團隊到達報告（注意：報告中應(yīng)有全部房間數(shù)及房價），并和房卡放在一起。6. Name list with passport and visa number or ID number should be provided by travel agent or pany in advance. If we don’t have, when group arrives, obtain it from organizer for express check in. Otherwise each guest should approach Front Desk individually for registration.領(lǐng)隊或其公司應(yīng)預(yù)先提供客人名單，護照，簽證號碼或身份證號。否則，客人需要親自到前臺辦理入住手續(xù)。并對此部分收取押金。9. Give room keys.發(fā)放房卡。分發(fā)入住團隊資料表及到達報告到相關(guān)部門。SUBJECT : GROUP CHECK OUT1. Greet group guests and organizer.問候客人及組織者。獲取入住團隊資料表。4. Cooperation with organizer to get room keys back and check with guests mini bar consumption. 協(xié)同組織者收回房卡，和客人確認迷你吧消費。在組織者的幫助下完成結(jié)帳工作。7. Print out bill of master folio and ask organizer to sign on it. 打印主帳單，獲取組織者的簽名。如主帳單平帳為零，交由財務(wù)部，否則放于前臺退房未結(jié)帳文件夾以備后需。To enroll a member, first of all, you should be prepared for several things.要邀請客人成為會員，首先你得有所準備。Only when you are familiar with all the information of this program, then you can be able to introduce all conditions and benefits to our guests, and to attract their interests to bee our repeat guest.熟悉會員計劃。2. Identify your enrolling target。熟知你選擇的對象。通常是經(jīng)常旅行并希望獲取飛行里程的客人，非旅行社客人，公司客及有我們姐妹酒店的國家來或去的客人。這是幫助酒店建立信譽和提升形象的良機并保持客人對酒店的忠誠。詢問客人是否優(yōu)選俱樂部的會員。讓客人瀏覽會員手冊并介紹會員所享有的優(yōu)惠，只需強調(diào)最吸引客人的方面，引起其注意。 詢問客人是否愿意加入。向客人索取名片以便幫助客人填寫會員申請表以減少客人的負擔。如果客人猶豫，不要強加。6. Make sure follow up all the benefits which guest entitles to enjoy, like wele fruit plate and newspaper, etc。7. Key in guest membership number into guest current folio and also guest history mast. (If he/she has.)在電腦系統(tǒng)中輸入客人的會員號。8. Double check the enrollment form, make sure guest name, address and airline membership number are clear and correct before you pass the form to RSVN.再次確認申請表上客人姓名，地址和航空公司會員號清晰，正確，然后交由預(yù)定部。記?。?0％的客人認為他們得到的優(yōu)惠和被認知比起積分和里程更為重要。SUBJECT : MAKE A RESERVATIONActuality of reservation is very important, it can help to control room inventory, and also affect guest’s checking in experience. When Front Desk Agent makes a reservation for guest, the following procedure should be done.預(yù)訂的正確性十分重要，它有助于控制酒店房間，也影響到客人入住經(jīng)歷。2. Greet guest.“Good evening, Front Desk, this is XXX, how can I help you?”問候客人：“晚上好，這是前臺，我是XXX，請問有什么能幫到您？”3. Confirm checking in and checkout date. Check room inventory.確認入住及退房日期。Guest: “I want to make a reservation.”客人：“我想作個預(yù)訂?！盨taff: “Mr. Brown, are you our Priority Club member?”員工： “BROWN先生，請問您是我們酒店優(yōu)選俱樂部會員嗎？”Staff: “Did you stay in our hotel before? And may I have you checking in and checkout date.”員工：“以前有住過我們的酒店嗎？ 請問何時入住和退房呢？”(Ask whether guest is return guest, in order to find out which price has been offered before and also guest’s preference.)（看客人是否有客史，根據(jù)客史資料找出以前提供的房價，以及客人的喜好?！?Front Desk Agent must listen carefully about checking in and checkout date. Then check room inventory properly.)（前臺員工需仔細聆聽入住時間，退房時間。）If no room available,如果沒有房間Staff: “Sorry, Mr. Brown hotel is fully booked on XXX. Would you like me to put your reservation in waiting list or would you like me to remend another hotel for you?”員工：“對不起， BROWN先生，在XX天房間已預(yù)訂滿了。4. Remend room and quote price.推薦房間并報價。如果和家人入住，我們則推薦豪華房以上的房型。 記住推銷高等級的房間。(Double confirm the spelling of guest’s name, ensure it is correct.)（確認客人姓名拼寫正確。Staff: “Mr. Brown, may I have your checking in time?”員工： “BROWN先生，請問您幾點入住酒店呢？”Staff: “Mr. Brown, may I suggest you to guarantee your booking, as hotel occupancy is high on XXX.”員工：“BROWN先生，因為住房率比較高，所以我建議您擔保您的預(yù)訂。如果你的預(yù)訂有變動，請在您原定入住日前24小時通知酒店。一旦我們收到您的傳真，我們禮賓部會盡快和您聯(lián)系安排接機事宜。(Repeat guest’s reservation.)（重復客人的預(yù)訂。您不需要接機服務(wù)。”(Provide hotel address: Our hotel is located in Overseas Chinese Town, opposite to Window Of The World.)（提供酒店地址給客人: 我們酒店座落于華僑城，世界之窗對面。Staff: “Thank you for choosing Crowne Plaza Shenzhen, Mr. Brown. See you on XXX.”員工：“謝謝您選擇深圳威尼斯皇冠假日酒店， BROWN先生，X月X日見。當在LANMARD系統(tǒng)中更新登記卡資料的時候，下列各項信息應(yīng)該被考慮其中?？腿说男詣e。3. Nationality or area, language. 國家或地區(qū)，語種。5. Accurate number of guests, VIP status. 準確的客人數(shù)及VIP級別。 （特別是包不包括早餐〕7. Method of payment. (Attach voucher at the back of registration card. Attach credit card imprint in the middle of registration card. If guest pays cash, amount and king of currency should be indicated on registration card.) 付費方式。 在登記卡的中央附上信用卡單。）8. Contact number and address. (Update in AddRemarks.) 聯(lián)系電話和EMAIL地址。 （如；吸煙，非吸煙，大床，雙床，海景房，園景房等等）10. Check out date. (Update check out time in the TravelInf, if you got from guest upon c/i.) 退房日期。 前臺員工給客人提供高一等級的房間并鎖定房價。前臺員工有責任按房間類型來銷售房間。建議為停留一至二天的客人或付高房價客人提升房間等級。4. Any upgrade to suite, Director of Sales, FOM, AFOM and Reception Manager must be consulted before making upgrading.任何升級到套房的情況，必須告知銷售總監(jiān)，前廳經(jīng)理，前廳副經(jīng)理和接待經(jīng)理，并與之協(xié)商。通常會選擇貴賓和?？?。7. All upgrades should be done according to the authorized executives with explanations on the upgrade. . force upgrade due to no room available。（被迫升級因沒有能提供的房間，銷售總監(jiān)批準升級房間，因客人為大公司管理總監(jiān)。SUBJECT : HOUSE USE AND COMPLIMENTARY ROOMHouse use and plimentary room do not generate revenue for hotel. Both house use and plimen