FD-SOP-009-preparing for group arrivals.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-009 团队入住准备工作 preparing for group arrivals 标准：STANDARD: 准备团队入住并保证提供符合宾客的需求之房间To be prepared to handle group arrivals and ensure that they get accommodation that matches guest’s needs 宾客期望Guest expectation 工作职责What to do? 工作标准Standard of Performance 入住手续迅速而高效，房间符合需求To be checked-in promptly and efficiently into a room that meets their requirements. 为团队入住做好准备 Prepare for the groups arrival 检查最近的房态表，在系统中核对Go through most recent rooming list, checking it against system. 在团队抵店前指派一名团队协调员。Always designate a Group Coordinator from the Front Desk prior to arrival. 与团队销售员保持联系沟通信息。Liaise constantly with the Sales Group Coordinator for information. 排班作相应调整（合理的员工配备）Duty rosters must be prepared accordingly. Appropriate Staffing Levels 在系统中察看当天欲抵的团队View Fidelio arrival screen and observe Group arrivals for the day. 阅读团单/合同。Read appropriate Group Cover Sheet/ Contract. 查看团单的特别项目，并记下相关信息。Look at the Special Field on Folio and take note of information. 查看所有宾客的概况、客史档案和备注。Look at all arrivals Guest Profiles, History and remarks. 注意所有相关的宾客需求和特殊需要Make note of all relevant guest requirements and special needs 确定团队抵店时间。Ascertain Arrival time of Group. 确认抵店离店日期正确。Check that arrival departure Dates are correct. 确认所有房价正确。Check that all rates are correct. 确认一个房间入住人数正确Number of persons occupying a room is correct. 付账方式输入电脑Billing instructions are entered into Fidelio. 打印一份详尽的团队分房表Print an arrival report for the Group in detail. See SOP – Report Printing 打印提醒报表并阅读Print a trace Report and read the instructions given. See SOP - Trace reports 做好笔记并行动： Take note and action: - 特殊需要 Special needs. - 蜜月、结婚纪念、生日 Honeymooners, Wedding Anniversaries, Birthdays. - 加床和婴儿床Extras beds and Baby Cot needs. - 交通需求Transport requirements. 查看目前房态，注意干净房、脏房、当日退房View Current Rooms Status in Fidelio and take note of the number of Clean rooms, Dirty rooms and Departures for the day. 提前