FD-SOP-017-check in at the desk.docVIP

前厅部 FRONT OFFICE 部门/区域：DEPARTMENT/AREA: FD 接待处 FD reception 服务内容/工作职责：SERVICE/ TASK: FD-SOP-017 在前台办理入住 FD-SOP-017 check in at the desk 标准： STANDARD: 办理入住高效而迅速，房间符合宾客期望To have an efficient and speedy check in and have a room according to the guest expectation 宾客期望Guest expectation 工作职责What to do? 工作标准Standard of Performance 房间符合预订且/或满足个人需求To be given an accommodation consistent with the reservation and/or that meets personal requirements. 迎接宾客Welcome the guest 呈递入住登记表Present registration card 收取押金／取得预授权Get deposit/ authotization 确认预定详细信息 Confirm the reservation details 不能有四个以上宾客排队。如果有三个以上宾客在等待，寻求GRO帮助Queues should not exceed 4 guests. Call for assistance when more than 3 guests are waiting. 微笑欢迎宾客，并按标准说“X先生，欢迎光临华美达广场酒店”，如果是常客，可以说“X先生，欢迎您的再次光临”。保持眼神交流Welcome the guest with smile, according to the standard by saying “Welcome to the RAMADA PLAZA HOTEL WUXI hotel name , Mr. X” If a regular guest, say “Welcome back, Mr. X. Maintain eye contact. 总结宾客预订的详细信息/偏好，并确认姓名的拼写Summarize guest reservation details/preferences and confirm spelling of name 帮助宾客填写表格或替宾客填写详细信息Offer to help guest complete forms or finalize details on guests behalf 介绍分配房间的优点Explain benefits of allocated accommodation 对话中至少两次以姓名称呼宾客Address guest by name a minimum of two times during conversation 问开放式问题，以获知宾客来访目的Ask open questions to establish if any purpose of visit 迅速把留言/传真转交宾客Deliver messages/faxes to guest promptly 根据季节提供冷或热毛巾（待定）Offer a cold or hot face towel depending on the season 准备好新鲜的欢迎饮料（待定）Offer a welcome drink which should always be freshly prepared. 呈递已打印好的入住登记表，并请宾客检查并签字Present the pre printed registration card to the guest and ask him to check and sign. 常客只需在登记表上签字，因为详细信息已经填好Regular guest only need to sign the registration card as details are already available. 准备好一支可以写的笔Have a pen ready in proper working condition. 根据预订单中的付账说明，礼貌的询问付押金方式Politely ask for payment details based on the billing instructions mentioned in the correspondence. 如果宾客以信用卡