1、Standard Operation Procedures / Front Desk标准操作程序/前台STANDARD OPERATION PROCEDURES标准操作程序RECEPTIONIST前台接待国际酒店管理手册前厅/客房/餐饮/营销/工程/保安/质检/人事/行政/资料DEPARTMENT部门: Front Office JOB TITLE职务: ReceptionistTASK NO任务编号: 59TASK: Express check in at counter procedure (Page 1of 3) EQUIPMENT REQUIRED设备要求设备要求: FidelioWH
2、AT TO DO要做什么要做什么HOW TO DO如何去做如何去做 IT如何去做如何去做WHY为什么 Greeting guestCheck if guest have reservation Ask guests nameCheck reservation in computerConfirm full name and company nameCheck in guest in computer Get pre-registered registration cardUpon guest approach Front desk counter, greet guest to say,“ W
3、elcome to Sofitel Boao Sir/Madam.” (If repeat guest, say:“ Welcome back to Sofitel Boao,Mr./Ms. xx.”) Politely ask guest, saying,“ Sir/Madam, Do you have reservation?”Politely ask guests last name, saying“ Sir/Madam, May I have your last name, please.”Check in computer immediately to find out guests
4、 reservationConfirm guest full name and company name with guest by saying,“ Sir, you are Mr. David Hunter and your reservation is booked through AT&T Co, Am I right?”If reservation is correct, check in guest in computer immediatelyIf computer have guest information, get pre-registered registration c
5、ard from reservation form holder If we have no pre-registered registration card, check if guest have pre-registration letter. If yes, collect letter and attach it to one blank registration cardShow our courtesy from first time contacting with guest. Walk in guest and reservation guest have different
6、 check in procedure For checking reservation in computer Try to work efficientlyEnsure reservation is for right guest.Avoid forgetting to check guest in computerSave guest timePREPARED BY编写人: APPROVED BY批准DESIGNATION名称Front Office Manager前厅经理前厅经理SIGNATURE/DATE签名/日期签名/日期DESIGNATION名称SIGNATURE/DATE签名/
7、日期签名/日期 DEPARTMENT部门: Front Office JOB TITLE职务: ReceptionistTASK NO任务编号: 59TASK: Express check in at counter procedure (Page 2of 3) EQUIPMENT REQUIRED设备要求设备要求: FidelioWHAT TO DO要做什么要做什么HOW TO DO如何去做如何去做 IT如何去做如何去做WHY为什么Present registration card to guest for signing and confirm detail with guest.Pres
8、ent welcome booklet and necessary item (e.g. meal coupon) to guest.Pass room key and check in slip to bell manAsk if guest need any else helpFare well with guest SignTime stamp Present pre-registered registration card to guest for signing, meanwhile, confirm detail with guest.* Guest departure date/
9、check out time* Room rate* Re-confirm if same credit card in pre-registration card will be used Present welcome booklet and necessary to guest with two handsTear check in slip from registration card and pass it with room key to bell manPolitely ask if guest need any further help by saying,“ Mr. Hunt
10、er Is there anything else I can do for you.”Politely fare well with guest, “ Mr. Hunter, I hope you have pleasant stay with us. This is our bell man xxx, he will show you to your room.” Front desk receptionist sign on registration card Time stamp on registration card. Present our Asian courtesy to g
11、uest.For bell man check in record and bell man will open guest room door for guestDo more for guest.Use our courtesy service to finish check in procedureFor future tracingFor record PREPARED BY编写人: APPROVED BY批准DESIGNATION名称Front Office Manager前厅经理前厅经理SIGNATURE/DATE签名/日期签名/日期DESIGNATION名称SIGNATURE/D
12、ATE签名/日期签名/日期DEPARTMENT部门: Front Office JOB TITLE职务: ReceptionistTASK NO任务编号: 59TASK: Express check in at counter procedure (Page 3 of 3) EQUIPMENT REQUIRED设备要求设备要求: FidelioWHAT TO DO要做什么要做什么HOW TO DO如何去做如何去做 IT如何去做如何去做WHY为什么 Get approval code for credit card.File If guest pay by credit card, input
13、credit card number into EDC machine to get approval code If credit card is declined, call guest to say, “ Mr./Ms. xx, I am very sorry to inform you that after checking with bank, we cant get approval code for your cedit card. Would you please change to another payment, thank you?Attach credit card v
14、oucher to registration card. and file together Check credit card limitWe dont tell guest his/her credit card is declined is because we should give guest face and under this situation, we should very carefully talk to guest. For checking out usingPREPARED BY编写人: APPROVED BY批准DESIGNATION名称:Front Office Manager前厅经理前厅经理SIGNATURE/DATE签名/日期签名/日期DESIGNATION名称SIGNATURE/DATE签名/日期签名/日期-酒店管理手册前厅、客房、餐厅、人事、保安、工程、营销、行政、总经办开业、入职、招聘、设计、程序、标准、SOP
