高星级酒店行政楼层客人入住程序.docVIP

CLUB FLOOR GUEST CHECK-IN PROCEDURE 行政楼层客人入住程序 Department: 部门 Front Desk 前台 Date Issued: 发行日期 Oct.2012. 2012年10月 WHAT / STEPS HOW/ STANDARDS TRAINING QUESTIONS 1) Welcome 欢迎 Guest Relations welcomes guest entering the Lobby (Guest Relations obtained Check In folder) 欢迎客人进入酒店（手持办理入住的文件夹） If the Guest is staying in the Club floor, kindly ask the guest, “May I invite you for a welcome drink at our Club Lounge or would you like to go to your private room directly?” 如果客人入住在俱乐部楼层，友好地问候客人，我可以邀请你在酒廊里喝一杯欢迎饮料或者您是否想到您的房间办理入住手续。 If the guest would like to go to the room, the Guest Relations Officer escorts the guest to the room directly without stopping by the Front Desk or the Club Lounge. 如果客人想在房间办理入住手续，宾客关系主任直接将客人引领进房间，不必在前台和行政酒廊停留 Why dose the GRO have to welcome the guest in the lobby? DRILL LANGUAGE 2) Orientation 介绍 Introduce the hotel facilities: 介绍宾馆的设施 FB on the way to the Club Lounge or Room Guest Room facilities in the Guest Room. 在去房间的路上介绍酒店餐饮服务设施 在客人房间介绍房间内的设施 Why do we have to introduce the hotel facilities to the guest? WHAT / STEPS HOW/ STANDARDS TRAINING QUESTIONS 3 ) Check in – Room and introduce facilities 入住房间和介绍设施 When escorting the guest to room: 引领客人回房间 Demonstrate how to use the key and open the guest room door for the guest. Allow the guest to enter room first. 演示怎样用钥匙打开客人房间的门，请客人先进入房间 Inform the guest of the: 通知客人 Mini bar 小酒吧 climate control 空调 light switches and bedside control 房间内的照明设施 laundry/dry cleaning supplies 洗衣房和干洗的事项 TV workings 电视 Restaurants 餐厅 Bar 酒吧 SPA 洗浴 At least one FB outlet must be promoted during rooming process 至少一个餐饮 Breakfast venues will be explained. 说明早餐地点 Fire exits must be pointed out指出应急出口 Obtain a passport from the guest and fill out the card for the guest, legibly noting his full name, address, the name of his company, passport number, date of birth, nationality, visa type, etc. 获得客人的护照并填写卡，字迹清楚地填写客人的全名，地址，电话，客人的公司信息，护照号码，出生日期，国籍，护照的种类，和其他。 Politely ask the gues