FD-SOP-035-check out at the reception.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-035 在前台办理结帐退房 FD-SOP-035 CHECK OUT at the reception desk 标准： STANDARD: 离店手续必须保证效率，不能有四个以上宾客在排队等待 Departure completion should be efficient with individual queues not to exceed 4 guests. 宾客期望Guest expectation 工作职责What to do? 工作标准Standard of Performance 账目准确Account to be accurate 受到贵宾般的礼遇To be treated as a valuable customer 没有被催促的感觉 Not to be rushed 结账迅速 To be able to settle the account in a speedy manner 宾客走近接待处时认出宾客Acknowledge the guest as soon as he approaches the reception 微笑并用眼神交流Smile and make eye contact 以姓名称呼宾客Use the guest’s name 递交账单Present the bill 与宾客核实Check with the guest 询问宾客姓名并在电脑系统内核对以确认房号Ask the guest’s name and confirm the room number once in Fidelio. 在对话中至少两次用宾客的姓名。“X先生，早上/下午/晚上好，可以问您做些什么吗？ ”Use the guests name at least twice during conversation. “Good Morning/ afternoon/ evening Mr X How may I help you?” 如果正在接待另一宾客，向其问候，并说“先生，稍后我将为您服务”If you are dealing with another guest, acknowledge guest presence and say “I will be with you shortly, sir” 检查账单是否包含不该有的项目Check if the bill does not contain any unwanted items. 打印并递交账单给宾客，请其核查Print and present the bill, facing the guest and ask him /her to please check it 做好解释任何费用的准备Be prepared to explain any charges. 宾客核查账目时While the guest checking his account 核对支付方式Verify the method of payment 检查行李是否已经下来Check if his luggage is down 致电客房部，询问小酒吧事宜Take permission to call Housekeeping for the mini bar 询问宾客入住期间满意度Check for customer satisfaction during his/her stay 询问宾客有否已预订车辆Check if the guest has booked for transportation. 提醒宾客保险箱是否使用过，并提醒护照和车票Check with the guest, if his safe is left open and remind him about his passport and ticket. 立即解决宾客有争议的费用，保证宾客满意度Handle immediately all customer-disputed charges, so guest satisfaction can be assured. 准备给客人最终的账单Prepare and offer back up bills for the guest and include them with the final folio. 询问支付方式“X先生，您是用信用卡还是现金结账”Check the method of payment w