FD-SOP-007 preparing welcome packs and keys.docVIP

前台FRONT DESK 部门/区域： DEPARTMENT/ AREA: FD 接待处FD reception 服务内容/工作职责： SERVICE/ TASK: Fd-SOP-007 准备欢迎房卡和钥匙卡 PREPARING welcome packs and key cards 标准：STANDARD: 确保欢迎礼夹里有宾客所需求的一切To make sure that the Welcome pack has everything that the guest requires 宾客期望Guest expectation 工作职责What to do? 工作标准Standard of Performance 准备欢迎礼夹Prepare Welcome Packs 把所有信息装在欢迎房卡中直至宾客抵店Keep all information in the welcome pack until the guest arrives 欢迎房卡应提前准备好并交给抵店的每个客人。Welcome packs should be prepared in advance and be given to every guest on arrival. 确保欢迎房卡够用Ensure that Welcome Pack Folders are available. 确保欢迎房卡干净，没有折角、污迹Ensure that Welcome Pack Folders are clean, no dog ears or stains 确保每一个欢迎房卡中都放有一份欢迎信，并考虑宾客的国籍和语言Ensure that each Welcome Folder has an appropriate Welcome Letter placed into it. Taking into consideration nationality and language of the guest 如果有使用酒店班车，则班车时刻表应确保欢迎房卡里有Ensure that the Welcome Folder has the Shuttle Bus Schedule enclosed in it if applicable 确保房卡的清洁、没有标记，放在登记单后面。Make sure that the key cards are clean and without marks; attached to the Registration cards. 确保套房和双人间每个房间有两把钥匙Ensure that there are 2 keys per room for suites or double occupancy. 确保房卡上的房号清晰Ensure that room numbers are clearly written on the key card. 确保欢迎信上客人的姓名拼写正确、书写整齐。Ensure that the guest’s name is correctly spelled and neatly written in block letters. 如果有给客人的单据（如早餐券），确保装在欢迎礼夹里If any voucher eg breakfast voucher is to be given to the guest, ensure that it is included.