员工管理 无锡某酒店前台员工培训资料6.doc

员工管理_无锡某酒店前台员工培训资料6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-013为没有抵店的保证性预订的宾客输入信息FD-SOP-013INSERTINGATRACEFORAGUESTNOTARRIVED标准:STANDARD:为提前抵店者准备好检查过的干净房间,预登记却未到者须收费Thereisacleaninspectedroomavailableforearlyarrivalsandpre-?工作标准StandardofPerformance抵店时房间一切准备就绪Tohavetheroomreadyuponarrival入住房间与预订单上相符,且/modationconsistentwiththereservationand/essroomeasily为将抵店宾客坐准备Prepareforthearrivals保证性预订应输入Fidelio系统PGwillbeinputintothespecialsfield有特殊需求将在宾客的客史资料中注明。Pre-requestwillbetypedafterguests’-registeredguestsmustbechecked--registered高效而亲切友好的服务Efficientandfriendlyservice为提前抵店者准备登记Prepareregistrationforearlyarrival确保房间准备就绪,预登记客人提前一天锁房Makesuretheroomisready,blockroompreviousdayforpreregistration与早班接待员核对CheckwithmorningReceptionist如果宾客抵店,删除预登记Iftheguestarrives,deletethepre-registration确保宾客抵店后在入住登记表上签字M