酒店前台sop97359.docVIP

STANDARD OPERATING PROCEDURE TASK: TRAVEL AGENT VOUCHER Task Number: FD-0009 Department: Front Desk Date Issued: January 2005 Guest Expectation: I expect my check-in and all my requests are to be handled quick, friendly and efficient by knowledgeable staff in a professional manner. Time to Train: 25 minutes Why is this task important for you and our guests? Answers: Guest can experience our efficient, courteous and accurate service We are able to increase the GSTS score by delivering service professional. Demonstrates my professionalism.  STEPS HOW/ STANDARDS TRAINING QUESTIONS 1)Description All travel agent accounts must be supported by vouchers or billing instruction correspondences. All incidentals charges must be settled by the guest. Why do we have to follow this instruction? What is difference of a travel agent account? 2)Rates difference The Guest pays to the agency a different rate than the agency pays to the hotel. Is the guest willing to pay a different rate? 3)Keep confidential The guest should never be shown the contract rate or the travel agent account folio. What will happened if the guest knows the difference of the rate between the hotel and the Travel Agent? 4)Obtain, verify and adjust Obtain the travel agent voucher or billing instruction correspondence to verify that the account is correctly charged. If it is not, adjustments must be made immediately. Why do I have to do the verification? 5)Follow FIT C/I Procedure Treat the incidental account as a normal account and follow FIT Check Out Procedures. What is the difference between an incidental and a normal account? 6) Check out Travel Agent Folio After the guest has left the desk, check out the travel agent folio using the appropriate settlement key. What is the appropriate settlement key to check out the travel agent folio? STEPS HOW/ STANDARDS TRAINING QUESTIONS 7 Attach correspondence for shift balancing Attach the vo