无锡酒店前台员工培训文件39.docxVIP

STANDARDS OF PERFORMANCE FD 前台 FRONT DESK 部门 /区域： DEPARTMENT/ AREA: 服务内容 /工作职责： SERVICE/ TASK: 标准： STANDARD:  FD 接待处 FD RECEPTION FD-SOP-029 处理多头账目 FD-SOP-029 HANDLING MULTIPLE ACCOUNTS 当来宾支付多个房间费用时，确保准确而高效的结账。 To ensure an efficient and accurate check-out when a guest is paying for more than one room. 来宾期望 工作职责 Guest expectation What to do?  工作标准 Standard of Performance 账目准确 Account to be accurate 快速结账 To be able to settle an account quickly  确保从来宾处得到正确的信息 Make sure you get the correct information from the guest  入住时确认 Make sure at Check in 哪位来宾为其他房间结账 Which guest is settling the account