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: Receptionist TASK NO任务编号: 33TASK: Check out guest with travelers cheque (Page 1 of 3)EQUIPMENT REQUIRED设备要求设备要求: Fidelio
2、work station/Bill folioWHAT 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 guestInquire guest room number and collect back room keyInquire guest if there is any mini bar consumption in the room.If guest hold one bill folio prepared in last night, just match the amount of bill folioPrint out
3、 bill folio.Withdraw guest registration card and guest check from bucket.Remind guest to close safe deposit boxConfirm balance with guest. Initiate to greet guest with smile, say,“Good morning/Good afternoon/Goodevening, Sir/Madam, May I help you.”Keep body straight up and eye contact.If guest claim
4、 to check out, say,“Sir/Madam, May I have your room number and room key, please.”Politely ask guest” Mr/Ms.XX, Do you use your mini bar in your room last night.” If guest use mini bar, write what guest has used on Mini bar list and post the charge in computer. If guest hold one prepared bill folio i
5、n last night, just match the amount of bill folio with the amount of computer to see if they are sameIf guest have prepared bill folio or have new posting, print out guest folio for guest review, say, “Mr./Ms., Here is your bill folio, would you please have a look.”Draw out guest registration card a
6、nd all guest checks from guest bucket ready for guest checking.If find guest still hold safe deposit box,remind guest to close box Confirm balance with guest, if balance is credit, say,” Mr/MsXX, your credit balance is RMB310, which will be refunded to you, Am I right.Initiate to greet guest to show
7、 our courtesy and sincerity to be ready to serve guest at first time and every time. To get accurate guest information so as to provide precise service.Avoid any late charge after guest departure, use our politely manner to show our courtesy and respect to guest.Let guest have a check to avoid any d
8、ispute. Respect guest right, delight guest with our honesty and friendly service.Prepare all necessary materials well in case guest want double check, anticipate guest request to show our genuine service.Respect guest decision right, let guest feel our humility and self-esteem.Remind guest not to fo
9、rget items at hotelDouble check with guest, ensure precise service can always be provided.PREPARED BY编写人: APPROVED BY批准DESIGNATION名称SIGNATURE/DATE签名/日期签名/日期DESIGNATION名称SIGNATURE/DATE签名/日期签名/日期DEPARTMENT部门: Front Office JOB TITLE职务: ReceptionistTASK NO任务编号: 33TASK: Check out guest with travelers che
10、que (Page 2 of 3)EQUIPMENT REQUIRED设备要求设备要求: Fidelio work station/Bill folioWHAT 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Confirm payment with guestInvite guest to sign on travelers cheque.Match guest signature Change foreign currency travelers cheque to RMB.Posting cash payment in computerChe
11、ck out guest folio in computerPrint out bill folioRefund rest cash to guest if have.Politely confirm payment with guest,“Mr./Ms.XX, you will pay by travelers cheque, am I right.”(Payment method has been indicated on registration card upon get check in)Upon receiving guest travelers cheque, politely
12、invite get to sign on travelers cheque. Any travelers cheque that has been signed in advance is definitely unacceptable.Politely ask for guests passport and carefully matches guest signature on travelers cheque and ones on guest passport. If it is not same, travelers cheque cannot be accepted. Follo
13、w foreign currency exchange procedure to change foreign currency travelers cheque to RMB currency for guest.Post cash payment in computer immediately to make the balance to zero.Check out guest folio in computer immediately, meanwhile print out one bill folio out for sending to account DEPARTMENT部门.
14、Automatically print one bill folio with zero balance when check outAfter paying guest consumption amount, refund the rest exchange to guest if have, say,“Mr./Ms.XX, here is your exchange RMB15, would you please check.”All travelers cheque should be signed upon using as payment; we should adhere to a
15、ccount policy.Prove the travelers cheque belong to guest. This is ruled by bank. Carefully working is caring about hotel benefit.Foreign currency cant be used directly to pay the bill. And in our computer, it is calculated in RMB.Ensure all the bills are settled before guest leave.Avoid forgetting c
16、heck out guest room in computer, which will cause loss of hotel room revenue. Caring about hotel revenue at every time.For guest request or for file.Clearly tell guest amount of refund cash to show our honesty service and use Sofitel hospitality to show our humility and respect to guest.PREPARED BY编
17、写人: APPROVED BY批准DESIGNATION名称SIGNATURE/DATE签名/日期签名/日期DESIGNATION名称SIGNATURE/DATE签名/日期签名/日期DEPARTMENT部门: Front Office JOB TITLE职务: Receptionist TASK NO任务编号: 33TASK: Check out guest with travelers cheque (Page 3 of 3)EQUIPMENT REQUIRED设备要求设备要求: Fidelio work station/Bill folioWHAT TO DO要做什么要做什么HOW TO
18、DO如何去做如何去做 IT如何去做如何去做WHY为什么Give guest bill folio to guest.Provide “Immigration departure card”to guestCheck if guest need any else helpBid fare well with guest. File all materials.Give guest bill folio to guest, pack it well and put it in check out envelop with official invoice, hand the envelop to
19、guest with two hands. Say,” Mr./Ms. Here is your bill folio.” Hand it over to guest with two hands.Provide “Immigration departure card” to guest, say “ Mr./Ms. xx, here is one Immigration departure card for your using at the customs.”Confirm with guest if they need any else help, say” Mr./Ms.XX, Is
20、there anything else I can do for you.”Bid fare well guest, saying“ Mr./Ms., Thank you for your staying in Sofitel Boao, we wish you to come back again and have a pleasant trip.” File guest registration card, foreign exchange form, and bill folio well.One copy is for guest file, well package of bill
21、folio will let guest feel our carefully and genuine service.Anticipate guest requestAnticipate guest request show our caring about guest at every time.Sincerely appreciate guest to stay in Sofitel hotel to show our courtesy, humility and warm service.Remember the last impression is the lasting impression. Financial DEPARTMENT部门 for checking needs all these material.PREPARED BY编写人: APPROVED BY批准DESIGNATION名称SIGNATURE/DATADESIGNATION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
