酒店前台sop.docVIP

STANDARD OPERATING PROCEDURE TASK: THIRD PARTY PAYMENT Task Number: FD-0008 Department: Front Desk Date Issued: January 2005 Guest Expectation: I expect all my requests 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) Request and obtain authorization If an in-house guest wishes to pay for another guest, a credit authorization form has to be filled out and signed. (form TBA) The (paying) Guest has to sign the letter. Why do we have to get the credit authorization form signed by the paying guest? 2)Note on registration card Note on the registration card that he will settle the account for another In-house guest. Additional credit authorization must be obtained at check-in. Note on the registration card and in the computer “Pays for Room0000. Why dose he/she want to settle the account for another guest? 3)Note in the Computer Note in the computer that he will settle the account for another In-house guest. For 3rd party payment the person paying has to be present. Why dose the person who is paying for a third party need to be present while the account will be settled? 4) 3rd party guest is not staying in the hotel Another person can also pay for a guest staying in the hotel In this case a credit authorisation form has to be filled in and a authorisation has to be taken with the Signature of the paying guest Why do I have to ask for a Signature from the paying guest? Now ask the Trainee to practice the Task from start to end to test competency. Summary questions: Why do we have to provide third party payment service?? Why dose he /she want to settle the a