无锡酒店前台员工培训文件25.docxVIP

前台 FRONT DESK 部门 /区域： FD 接待处 DEPARTMENT/ AREA: FD RECEPTION 服务内容 /工作职责： FD-SOP-14 预登记的客人 SERVICE/ TASK: REGISTERING GUESTS 确保早到和预登记的客人有洁净房，保证性预定的来宾未抵店需要 标准： 与来宾确认酒店需收取房费。 STANDARD: There is a clean inspected room available for early arrivals and pre-registered no shows are identified and charged. 来宾期望 工作职责 工作标准 Guest expectation What to do? Standard of Performance 有房间可供出租 为抵店者做好预备 ? 客人资料信息应输入在客史档案内 To have the room ready Prepare for the arrival Guest profile will be input into the specials upon arrival field 房间情况与登记时相符 ? 作预登记的客人应在其姓氏后面作标志 兵 /或符合其个人需求 Pre- request will be typed after guests ’