《客人登记卡的使用中英文.docVIP

? STANDARD OPERATING PROCEDURE 标准操作程序 REGISTRATION CARD USAGE 登记卡的使用 Task Number: 任务号： FD-0001 Department: 部门： Front Desk 前台 Date Issued: 发放日期： February 2006 ? Guest Expectation: 客人期望： I expect my arrival experience to be smooth, quick and flawless. I expect to be assisted by friendly staff who provide guidance for my individual needs. 希望能够迅速、顺利地在前台完成登记手续，相关部门能为我的个人需求提供帮助。 Time to Train: 25 minutes Why is this task important for you and our guests? 为什么这项任务对你和我们的客人都很重要。 Answers: 回答： ? 1.????? We must ensure guest information is obtained upon guest arrival. 我们要确保在客人到达前了解客人信息。 2.????? We must provide a quick, friendly and efficient check-in experience to guest. 为客人提供快速、友好、有效的登记服务。 3.????? Avoid guest complaint. 避免客人投诉。 4.????? Improve hotel business. 增加酒店业绩。 5.????? Improve GSTS score. 提升客人意见表的得分。 6.????? Demonstrate our professionalism. 展示我们的职业化服务水准。 ? WHAT / STEPS 步骤 HOW/ STANDARDS 操作标准 TRAINING QUESTIONS 培训问题 1)????? Retrieve guest history in order to speed up the C/I process upon guest arrival. 查看客人档案记录，以便在客人到来时能快速处理客人登记。. ? All guests are required to complete a REGISTRATION CARD upon arrival. For guests who have stayed at the hotel before, the computer automatically prints the REGISTRATION CARD from the guest history file and the guest has only need to check the accuracy of the particulars and sign the card. 在客人到来时，都会在前台完成登记手续。对于以前在酒店住过的客人来说，计算机会自动从客人档案中打印出登记卡，客人只需要检查准确性及在卡上签名就行了。 ? Why do guests have to register? 为什么客人需要登记？ ? Why I do have to retrieve guest history file? 为什么需要查看客人档案记录？ ? 2)????? Verification 确认 ? ? The Front Desk has to verify the particulars against the guests passport - e.g. the name, passport number, nationality, date of birth, place date of issue and visa no expiry date. 前台需要确认客人的护照-如：名字，护照号，国籍，出生日期，护照发放日期、地点，签证号码和有效期。 ? Why do I have to do the verification? 为什么需要查证这些。 ? ? ? WHAT / STEPS 步骤 HOW/ STANDARDS 操作标准 TRAINING QUESTIONS 培训问题 3)????? Modificat