员工管理 无锡某酒店前台员工培训资料24.doc

员工管理_无锡某酒店前台员工培训资料24前台FRONTDESKFD部门/区域:DEPARTMENT/AREA:FD接待处FDRECEPTION服务内容/工作职责:SERVICE/TASK:FD-SOP-030房间之间转账FD-SOP-030TRANSFERRINGCHARGESFROMROOMTOROOM标准:STANDARD:确保费用转到正确的房号上Toensurethatchargesaretransferredtothecorrectroomnumber 宾客期望Guestexpectation工作职责Whattodo?工作标准StandardofPerformance退房迅速高效Toreceiveanefficientandpromptcheck-out进入Fidelio系统收银选项下的‘帐单’Goto‘Billing’inFidelioundercashier输入密码进入收银系统Enteryourpassword输入房号Entertheroomnumber确保费用转到正确的房号上Makesurethechargesaretransferredtothecorrectroomnumber用+号键标志要转帐目Usethe+keytomarkthepostingtobetransferred用光标选中所需窗口Bringthecursortothedesiredwindow用插入键把帐目传到选中的窗口Usetheinsertkeytopastthepostingstotheselectedwindow按’M’进入菜单Press‘M’togotoMenu按’D’转移费用Press‘D’totransfercharges选择‘转移到另外一个房间’Select‘TRANSFERTOANOTHERROOM’在空白区域输入房号或按ENTER键调出全部住店客房号EntertheroomnumberintheblankfieldorselectENTERt