国际酒店前台宾客离店培训手册.docVIP

Objective In this training module, you will learn: Introduction to the Departure Process Appling all charges to guest accounts with their approval when applicable. (Late Checkout, Early Departure Fee, Refreshment Center) Checkout with Credit Card Checkout with Direct Billing Checkout with Cash/Check Posting a Paid Out Video Checkout Option Express Checkout option Voice Mail/Audio Checkout Option Handling Rates Disputes and Charges Updating Guest History/ Profile/ Remarks after Departure. Overview of Service Express during the Departure Process Communication with Housekeeping Late changes Billing and Procedures. Westin Quality Assurance Shopping List Performance Expectation To be signed off on this training module, you will, from memory, demonstrate knowledge of the items noted above to your trainer. Timing The second week of training Why I Need to Know This Similar to check-in speed, checkout speed also is a key driver for guest satisfaction. Frequent traveler’s value being able to check out of a hotel quickly and efficiently. Friendliness is also important during checkout. Whether a guest checks out in person or over the telephone, he/she should be greeted in a friendly manner so the guest has a positive impression of the hotel and will want to return. Checkout is the time to make a great last impression of the hotel for the guest. Introduction fd Dep 1-1/1/02 At the end of the guest’s stay in the hotel, he/she usually will stop at the Front Desk to check out. During this process, the guest will settle his/her account, which will release the guestroom. Early in the morning, the Night Audit Shift will print copies of all folios for guests who are due to check out of the hotel that day. The overnight Service Express Ambassador will slide folios under each door at 2AM Standard Ambassador establishes immediate positive eye contact Ambassador assures guest that s