员工管理 无锡某酒店前台员工培训资料8.doc

员工管理_无锡某酒店前台员工培训资料8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-015登记卡登记过程及内容REGISTRATIONPROCEDURES标准:STANDARD:?工作标准StandardofPerformance员工仪表仪容整洁得体Wellgroomedandpresentablestaff快速完成登记Approachedinapromptmanner告之所需细节信息Informedaboutthedetailsneeded让宾客填写登记卡Givetheguesthisregistrationcardtofillin检查确认宾客填写时姓在前,名在后Checkthattheguestfillsuphisfamilynamefirstthenhisfirstname确保所有详细信息正确无误Makesurealldetailsarecorrectlyput当宾客进入酒店登记入住时,接待处应:estocheckin,thereception:panyworkname旅行目的(商务或旅游)Purposeofvisit(businessortourism)下一个目的地Nextdestination支付方式,比如用现金或信用卡Paymentmethodssuchascashorcreditcard抵店、离店日期及抵店时间Arrivalanddeparturedateaswelltimeofarrival房型,房号Roomtype,numberofrooms,国籍,居住国Nationalityandcountryofresidence出生日期,护照号Dateofbirthan