员工管理 无锡某酒店前台员工培训资料17.doc

员工管理_无锡某酒店前台员工培训资料17前台FRONTDESK部门/区域:DEPARTMENT/AREA:FD接待处FDRECEPTION服务内容/工作职责:SERVICE/TASK:FD-SOP-023按付账说明定义客人帐单FD-SOP-023ROUTINGINSTRUCTIONSINFIDELIO标准:STANDARD:宾客期望Guestexpectation工作职责Whattodo?工作标准StandardofPerformance账款明晰,ountthatwouldfacilitateaspeedycheckout输入正确信息EnterthecorrectinformationwhenroutinginFidelio在前厅部菜单下选择“inhouse”Underfrontofficemenuselect“inhouse”输入所需房号或宾客姓名。“Options”以进行多重操作Selectthevariousoptionsbyselecting“Options”选择“定义客人帐单”Select“routingInstructions”选择你要定义的账目,然后按“ENTER”“ENTER”默认第一个窗口总在宾客名下Bydefaultthe1stwindowwillalwaysbeundertheguest’sname输入消费项目代码,如果不确定代码,则按“ENTER”键,出现一个对话框,,按“+”键(“√”代表内容已被标记)Marktheitemstoberoutedbyselectingthemandthempressing“+“key(the“√“symbolindicatesthatitemsaremarked).一旦选中某个项目并标记,它将自动出现在消费项目一栏里。Oncethepostingsaremarkedandentered,itwillautomaticallyappearinthe“Dept”“ENTER”,你将会有两个选择“SAMEROOM/OTHERROOM”,一般而言选择“SAMEROOM“Andonceyoupress“ENTER“,youwillbegiventwooptions“SAMEROOM/OTHERROOM”fromthisoptionalwaysselect“SAMEROOM“宾客期望Guestexpectation工作职责Whattodo?工作标准StandardofPerformance下一步选择需要定义的顾客、公司、,其页面将会自动出现。panyandag