FD-SOP-015-registration procedure.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-015 登记卡登记过程及内容 registration procedures 标准： STANDARD: 确保客人填写完整登记卡To make sure that the guest fills the registration card as per the hotel standards. 宾客期望Guest expectation 工作职责What to do? 工作标准Standard of Performance 员工仪表仪容整洁得体Well groomed and presentable staff 快速完成登记Approached in a prompt manner 告之所需细节信息 Informed about the details needed 让宾客填写登记卡Give the guest his registration card to fill in 检查确认宾客填写时姓在前，名在后 Check that the guest fills up his family name first then his first name 确保所有详细信息正确无误Make sure all details are correctly put 当宾客进入酒店登记入住时，接待处应：When the guest comes to check in, the reception: 让宾客填写登记卡Gives him the registration card to fill 确保其姓在前Makes sure that his family name is put first 家庭住址Home address 宾客来自的城市或国家City or country where guest is coming from 邮编Postal code 电话和传真号Telephone and fax number 宾客职业Profession of the guest 公司名称Company work name 旅行目的（商务或旅游）Purpose of visit business or tourism 下一个目的地Next destination 支付方式，比如用现金或信用卡Payment methods such as cash or credit card 抵店、离店日期及抵店时间Arrival and departure date as well time of arrival 房型，房号Room type, number of rooms, 国籍，居住国Nationality and country of residence 出生日期，护照号Date of birth and passport number 护照发放日期，到期日期Passport issue date and expiry date 电子信箱地址或特殊要求Email address or special request 请宾客在登记卡上签字Get the guest to sign the registration card 复印护照并附在登记卡上以备将来所需Make a copy of his passport and attached it with the registration card for future back up 如果客人要求酒店不要和他联系，需要客人签署请勿联系表 Make sure that the guest signs the no contact form if he does not want to be contacted by the hotel 登记卡存档File the registration card