1、Front Office Trainings manualSheratonDongguanPrefaceDear Trainer,I appreciate that you are willing to put effort in training a new co-worker! Thank you!You will train the trainee the coming 2 weeks/ 4 weeks. The trainee has to be able to work alone after the training. We start with the basic procedu2、res and basic information. You will have to provide the trainee with a lot of information and you have to show him/ her a lot of procedures.The trainee will be very busy during the training and will get a lot of information. It can be hard for the trainee to cope with all the information. Please be 3、patient and try to remember how your first weeks were. At the end it will all work out.The training manual will be a guide line for the trainee to learn the procedures and standards. Your manual has the answers to the questions. You must know the answers already, but there is information in the manu4、al that you need to explain to the trainee, and the answers are a guideline. So do not forget to use it. The answers are thorough and that is what you need your trainee to know.If you have any remarks or other feedback about the manual, please let us know. This is the first draft, so there may be er5、rors in it or not that handy to work with. All feedback is welcome!With you were are going to make sure that all the co-workers at the Front Office Department know all the standards and all procedures. This way we can provide a 5 star service to the guest, which we can all benefit from!Good luck and6、 thank you!Greetings,Derek van der PollDirector of Rooms Day 109.00 17.30 Introduction DayToday you will meet your trainee. General questions are going to be answered and the trainee is going to look in the hotel rooms (which have to be prepared when the trainee asks for this). The trainee is going 7、to look at the 5th floor and at the 4th floor as well and has to answer the following questions regarding the rooms and other departments.今天您将见到您的学员。 他们在参观4楼和5楼时，将被问到以下问题：What is our hotel address, phone number, email address and fax number?Sheraton Dongguan Hotel, S256 Provincial Highway, Houjie To8、wn, Dongguan City, Guangdong Province, P.R. China 523962, Tel: (86-769) 598 8888, Fax: (86-769) 590 8888E-Mail: dongguan.sheraton我们酒店的地址，电话、传真和邮箱地址是什么？中国广东省东莞市厚街镇S256省道莞太路段 邮编：523962电话：传真：邮箱： How many hotel rooms does the hotel have?About 500 hotel rooms.酒店共有多少间客房？大约500间。Which floors are smoking and9、 non-smoking?Smoking: 8,9,10,13, 15, 16, 18, 19, 20, 21, 26, 27, 28.Non Smoking: 11,12, 17, 22, 23, 25, 29, 30.哪些吸烟楼层？ 哪些是非吸烟楼层？吸烟：8, 9, 10, 13, 15, 16, 18, 19, 20, 21, 26, 27, 28非吸烟：11，12, 17, 22, 23, 25, 29, 30Which floors are SPG?The SPG floors are 23, 25 and 26.哪些楼层是SPG会员楼层？SPG会员楼层是：23，25，26。Wha10、t is special about the SPG rooms?The SPG rooms are on a higher floor than the superior rooms.SPG会员楼层有什么特色？SPG会员楼层比高级客房楼层高。Which kind of rooms do we offer?Superior room: King and Twin, smoking and non-smoking: SK, SKN, ST, STN.Deluxe room: King and Twin, smoking and non-smoking: DK, DKN, DT, DTN.Gran11、d view room: smoking or non-smoking, depends on the floor where they are located. We have 2 twin available: GVK, GVT.All above stated rooms are 42 m2.Deluxe suite: smoking and non-smoking: DS, DSN (90 m2).Executive room: smoking and non-smoking, king and twin: EK, EKN, ET, ETN.Executive suite: smoki12、ng and non-smoking: ES, ESN (130 m2).Presidential suite, smoking, PS, 3018.我们提供哪些房型？高级客房：单人房和双人间，吸烟和非吸烟。豪华客房：单人房和双人间，吸烟和非吸烟。豪华圆景房：吸烟和非吸烟依据楼层而定，有两间圆景双人房。豪华套房：吸烟和非吸烟。行政商务房：吸烟和非吸烟，单人间和双人间。行政商务套房：吸烟和非吸烟。总统套房：吸烟，3018房。Which floors are the executive floors?The 27th, 28th, 29th, and 30th floor are the exec13、utive floors.行政楼层房间是在哪几层？行政楼层房间在27，28，29，30层。What is the difference between the regular floors/ SPG floors and the Executive floors?The floors are located higher, so in the end there will be a better view and less traffic noises.普通房、SPG会员楼层、行政商务房之间有什么区别？楼层更高，景色更好，噪音更小。哪些房间是残疾人专用房？我们没有残疾人专用房但厕所设有方便残疾14、人使用的蹲式马桶。Which rooms have a balcony?There are some rooms with a balcony. Hotel policy states that we are not allowed to open the window for guests, for safety reasons.哪些房间有阳台？我们有一些房间有阳台。 但酒店政策规定为了客人安全起见不允许为客人打开窗户。Which are special suites? And why?2928, 2929 and 2930 are special suites because they h15、ave there own sauna in the room. 2928 and 2929 also have a TV in the bathroom. 2718 has its own special feature of having a huge bathroom.Which rooms are not the best in their category?The rooms located on lower floors can be bothered by the traffic passing by, especially the ones with front side vi16、ew.哪些房间相对比较差？低楼层的房间比较吵闹。On which floor is the Presidential Suite?On the 30th floor, the room number is 3018.总统套在哪一层？在第30层，房号为3018。Which newspapers are brought in the morning and to whom?The China Daily and Dongguan City are brought to the rooms in the morning. VIPs will receive 1 of these 2 newspape17、rs, as well guests who requested a newspaper. The Financial Times and the South China Post can be bought as well.我们在早晨会递送哪些报纸，递给谁？中国日报和东莞日报会在每天早晨递送。 会递送给VIP贵宾其中的一份，如果有特别要求需递送报纸的客人也将递送。财务时报和南华早报可以在礼宾部可以买到。Do we accept pets in our hotel?No pets are allowed in the hotel.我们酒店允许客人带宠物吗？酒店不允许饲养宠物。Where are18、 the toilets nearest to the Front Desk?The toilets behind the Front Desk.哪些厕所离前台最近？前台后面就是客用厕所。What are the opening hours of the staff canteen?Breakfast: 06.00 08.45Lunch: 10.30 13.30Dinner: 16.30 19.30Midnight snack: 22.30 00.30员工餐厅营业时间？早餐：06：0008: 45中餐：10：3013：30晚餐：16：3019：30夜宵: 22: 30 - 00: 30Can 19、I carry my mobile phone when I am working?No, you are not allowed to bring your mobile phone to your work place! You have to keep it in your locker and on your break you can use it again.工作时能否带手机？工作时不允许带手机！您可以把手机锁起来，休息时再用。Can I wear my uniform when I am going home?No, the uniform and other related i20、tems are property of the hotel. Nothing of the hotel can be taken outside the hotel, including your uniform.下班后还可以穿工作服吗？不能，制服和其他的相关物品都是酒店的财产。酒店的任何东西都不能带出酒店包括制服。What can you see on TV and when does it turn on?SPG TV pops on if the guest activates the electricity.SPG TV客人进门时播放的是哪个频道？SPG 频道。What is in 21、the minibar?Cognac, Whiskey, Gin, Rum, Vodka, White Wine, Red Wine, Local Beer, Imported Beer, Coca Cola, Diet Coke, Sprite, Tonic, Soda, Evian 330 ml, Evian 1000 ml, Perrier, Orange Juice, Apple Juice, Potato Chips, Mixed Nuts, Ginsen Tea, Oreo Biscuit, Planters Cashews, Planters Peanuts, Cadbury C22、hocolate, Dove Chocolate Bar, Snickers Bar.迷你吧里面有什么？有干邑白兰地，威士忌，金酒，朗母，伏特加，白葡萄酒，红葡萄酒，本地啤酒，进口啤酒，可乐，健怡可乐，雪碧，汤力水，苏打水，依云矿泉水，巴黎水，橙汁，苹果汁，土豆片，薯片，果仁，人参茶，巧克力饼干，腰果，花生，吉百利巧克力，德芙巧克力，士力架。Hoe does the minibar work, concerning the billing of the minibar?The guest can fill in the valet or housekeeping will check the 23、usage and then it will be put on the bill. When the guest checks out, we always ask the guest if he or she used the minibar and call housekeeping to check.迷你吧怎么管理，迷你吧帐单呢？客人将填写迷你吧消费，客房服务员将核对。当客人退房时前台员工一定要再次与客人确认有没有迷你吧消费。What are the costs of the tea and coffee?The tea and coffee in the room are compl24、imentary.茶和咖啡怎么收费？客房里的茶和咖啡是免费的，客人可以免费使用。Hoe does the safe work?811Fsafe is different, The safe is open when the guest enters his room. To close the safe, the guest has to enter a 4 digit personal code and then close the door. When the door is closed the guest has to press the “lock key” to lock it c25、ompletely. To open, enter the personal code.保险箱是怎么使用的？8-11楼保险箱不同。当客人进客房时保险箱是打开的。关保险箱时客人要先输入4位密码然后关上保险箱。关上后客人要再次按上“Lock”键以确保保险箱锁上。Is it possible to open the windows?For safety reasons it is not possible to open the windows.31）能不能打开窗户？为安全起见，不能打开窗户Where is the phone?On the nightstand, on the desk and i26、n the bathroom. 3 In total.哪儿有电话？在床头柜，写字台和浴室共有3部电话Is it possible to call another room? How and does it involve costs?It is possible to call other rooms as well by dialing an 8 and then the room number. Calling to other rooms is free of charge.客人可以拨打另外客房的电话吗？可以，只需在房号前加拨“8”。Which number do I have to d27、ial for an outside line?For an outside line you need to dial a 9. If this does not work, call Starservice.怎样拨打外线电话？客人在房内拨打外线电话需要在电话号码前加拨“9”，如果还不能拨出请拨打明星服务中心的电话。Are there costs involved in using the internet in the room?No, the use of internet is free of charge in the room.房内上网要收费吗?房内上网是免费的。Where is 28、the laundry valet?In the closet the laundry valets can be found.哪里可以找到洗衣单？洗衣单在衣柜里。What is in the drawer(s) of the desk?Internet cable, instructions and amenities like, paperclips, stapler, tape etc.写字台抽屉里都有什么？网线，上网说明书，回形针，订书机和订书针。What is the red folder for? And what is in it?Guest information about 29、the hotel. As extra there are envelopes, paper, cards SPGform, voice mail instruction etc.红色服务指南在是做什么用的？里面有什么？酒店给客人的各种信息。还有额外的信封，纸和卡片，SPG表，语言信箱使用说明等。Where is the Yellow Pages?In 1 of the nightstands.黄页在哪？黄页在床头柜上。Do all rooms have a bathrobe and slippers?Yes, all rooms have 2 bathrobes and slippers.每30、间房内都有浴袍和拖鞋吗？是的，每间房内有两件浴袍，两双拖鞋Where are the room service valets and the menu?The valets are in the nightstand and the menu is on the desk or in the night stand as well.送参服务的菜单和预定单在哪里?菜单和预定单都在在床头桌上。Which rooms have an iron and board?All suites have an iron and board, other guests can call for an iron 31、and board.哪些房有烫斗和烫板？所有的套间都有烫斗和烫板。Which rooms have a fax machine?Only PS room has a fax machine. The guests can fax at the Business center or at the EF.哪些房内有传真机？只有总统套有传真机。其它客人可以去商务中心接发传真。Where is the scale and how many rooms have one?All rooms have a scale in the bathroom.哪些房间有体重器，有多少房间有？所有的房间都有体重器。W32、hat is a DND sign and where can I find it?DND stands for “Do Not Disturb”. A guest can put the DND on if the guest does not want to be disturbed. The DND is a switch located on 1 of the 2 bedsides.什么是DND以及哪里我可以找到它？DND的意思是：请勿打扰。如果客人拧开了床头的DND按钮，其安在门外的DND灯亮了就意味着客人不想被打扰。How many extra beds does the hote33、l have?The hotel has more than 10 extra twinbeds.酒店可有多少加床可以提供？酒店大概有10个以上的加床。What kinds of duvets and pillows do we have?Feather and synthetic pillows. The king duvets are feather and the single duvets are synthetic.我们有哪些种类的被子和枕头？羽绒枕和杜邦枕。大床鹅绒被和小床杜邦被。Where is the nearest emergency exit?There are multi34、ple emergency exits, look for them on the floor. In the room there is an emergency exit plan behind the door.最近的安全出口在哪？客房门后有逃生图，请查看。What are the differences between superior/ SPG and Executive rooms?The executive rooms have more amenities, like a rain shower, a digital alarm clock and are located on35、 higher floors. Guests staying in an executive room/ suite can use the EF lounge.普通房、SPG会员楼层、行政商务房之间有什么区别？楼层更高，景色更好，噪音更小。Is it possible to go to other floors by staircase?Yes, this is possible. The stairs are used by staff sometimes and can be used for emergencies. 可以走楼梯去其它楼层吗？可以。What are the openin36、g hours of the gym, swimming pool and massage area?Gym: 06.00 22.00Swimming Pool: 06.00 21.00Massage: 12.00 02.00健身房、游泳池和桑那的营业时间。健身房: 05:30-22:00游泳池: 05:30-21:00桑拿：12：0002：00What does the guest need to do in one of these areas?For the gym and swimming pool the guests have to register with their room37、 number and signature. For the massage area there is no registration.客人去以下地方需要什么？健身房和游泳池客人需要登记房号和签名，桑那不需要。What kind of machines are there in the gym?Walk machines, bicycle machines, weightlifting machines, dumbbells etc.健身房有哪些机器/跑步机，自行车，举重、哑铃。Where is the possibility to have a shower?There are chang38、ing rooms for women and men. In the changing rooms there are lockers, showers, toilets, a steam bath and a sauna.哪里有淋浴/有男女更衣室。再更衣室里有沐浴，厕所，蒸汽和桑拿。Where does the guest get a locker key?When the guest registers, the guest will receive a locker key.哪里得到更衣柜的钥匙？健身房服务台处服务员会发给客人更衣柜钥匙，并做好登记。Day 207.00 15.30 S39、tarserviceToday the trainee is going to be at Starservice the whole day. The trainee will learn the telephone etiquette and standards. You have to tell the trainee about the telephone system, about some parts of the Opera system and explain the emergency procedures. You will start the day with the F40、O briefing. 今天学员将在总机呆一天，学员将学习电话礼仪和服务标准。你将告诉学员电话系统，一些关于Opera的知识和解释紧急情况处理程序。How does the telephone work?Explain how the telephone works. How to use the telephone, how to connect a call etc. Explain the used buttons, like placing in hold, busy etc.机台操作知识。解释电话怎么工作，怎样使用电话，怎样连接电话等。Within how many rings do41、 you have to answer the phone?You have to answer every call within 3 rings.电话响几声应接起？电话响起三声之内都应接起。How do you answer the phone when it is an external call?Goodmorning/ afternoon/ evening, Sheraton Dongguan, this is (name), how may I help/assist you?外线电话应怎么接起。早上/下午/晚上好，东莞喜来登大酒店，请问有什么可以帮到您的？How do you a42、nswer the phone when it is an internal call?Goodmoring/ afternoon/ evening, Starservice, this is .(name), how may I help/assist you?内线电话应怎么接起?早上/下午/晚上好，明星服务中心，请问有什么可以帮到您？What do you say when you put someone on hold? Never just put someone on hold! Always ask if you are allowed to put someone on hold43、! For Instance: May I place you on hold? 当需要客人等待的时候应怎么说？在让客人等待是先问客人：“请您稍等一下好吗？”How do you look up room numbers and names of guests?Use CTRL F7, this way you will get the operator system. Show the trainee the difference between checked in, due out, checked in, etc.怎样查找客人姓名和房号？用CTRL F7进入Opera系统 并跟学员解释44、checked in, due out, non 6 GTD,这些状态。What kind of information is hanging around the switchboard?All kinds of phone numbers of the hotel, its departments and the extension numbers of staff. 机台上有哪些信息？所以客房电话号码，员工的部门和分机号。How do I answer a wake-up call?If a guest calls for a wake-up call, confirm the time45、, room number and name and write it down. If it concerns a VIP, the wake-up call had to be done personally the next morning, including the weather forecast.如果客人需要叫醒服务时应怎么回答？如果客人需要做叫醒服务，确认时间，房号和姓名并做好记录。接着询问客人是否需要第二天早晨的送餐服务。如果需要则帮助客人做送餐服务并确认好送餐时间。最后，当客人挂断电话后，拨打送餐部电话帮客人定餐并在机台做好设置。如果是VIP客人则要在第二天早晨人工叫醒并告46、诉客人当天的天气情况。How do you insert a regular wake-up call?Show the trainee how to insert a wake-up call and let her/ him make notes.What is CTRL F7?You will get the telephone operator screen if you press those buttons at the same timeCTRL F7 是什么？同时按下 CTRL F7，你将看到酒店员工电话号码界面。How do I give a wake-up call?Goo47、dmorning Mister/ Miss .(name), this is your wake up call. Its.(time). The weather forecast for today is(30 degrees with a lot of sunshine). Mister/ Miss .(name) Have a nice day!怎样做人工叫醒？早上好！某先生/某小姐，这是您点的叫醒服务。今天天气(晴天，气温30度)。 祝您愉快！What do you say if you connect a telephone call with a guestroom or a de48、partment?Always tell the guest what you are going to do! If the guest asked for reservations, you will say: I will connect you with reservations, or if it is a person: I will connect you to Mister Smith.Always use the word “connect”, never the word “transfer”! If something is not clear to you or you49、 need more information, name the caller always Sir/ Madam if you do not know the name. If you do know the name, use it! Like, “ thank you mister Smith”. Do not forget to inform the person or department to tell that there is a phone call and who it is and subject of calling.当你转接电话去客人房间或其它部门时你应怎么做？在转接50、电话时一定要先知会客人！比如客人需要做预定，你将说; “那您稍等，我帮您转接我们的预定部。”或者另外的情况，“ 我将为您转接史密斯先生。”用“connect” 不用 “transfer”. 因为“connect” 更礼貌更专业。如果你不知道客人姓名则称呼 “先生”，“小姐”。如果你知道客人姓名则称呼客人姓名，比如“谢您史密斯先生。”How do you get an outside line?By dialing a 9 first and then the number.怎样拨打外线?在号码前加拨“9”。What is the downtime report and when is this51、 report made?The downtime report contains the complete information of the hotel, including in-house guests. The report is made every 4 hours at SS. In case the Opera system breaks down, we would still have the information needed.什么是downtime report? 什么时候保存？Downtime report 包括完整的酒店信息和住店客人信息等。明星服务中心将每4小52、时保存一次。如果出现系统故障，我们将能从保存的Downtime Report 中找到我们需要的信息。How can the guest use the internet, what kind of internet connection is there, and is it free of charge?There are LAN connections in the rooms, which is free of charge. We have internet facilities in the BC as well, but we have to charge for this ser53、vice. At the EF we have internet connection as well. We offer 2 computers and a wireless internet connection. In the Renzo lounge we offer free wireless internet as well. 客人怎样上网，是免费的吗？是的，在客房和行政楼层上网都是免费的。行政楼层只对行政楼层的客人免费。客人在商务中心上网是要收费的。How does the paging system works?Insert the correct page number an54、d insert the message. Then press send.呼机系统怎么运作？输入正确的呼机号，输入信息，然后发送。Can you connect a call to a pager?No, this is not possible.可以向呼机转接电话吗？不能。Who has a pager?Starservice, housekeeping and engineering. Can you connect an outside line with the General Manager?You can connect the caller with Rachel, but o55、nly if you know the name and what the subject of calling for is. Then you can connect the caller with Rachel and tell her who it is and why he/she is calling. She will decide what to do with the call.可以把外线接到总经理那儿吗？可以，把它转接道Rachel 那儿，但要为清来电者的姓名和事项，这样Rachel 就能决定怎么处理那个电话。What is a message?Show the train56、ee what a message is and how we use it. Show the trainee what kind of messages are possible, to remove one and how to make one. Put a few test messages into a reservation, so that the trainee can see how it looks etc. See appendix 40.“Message” 是什么？告诉学员什么是“留言” 和怎么使用留言。可以做什么样的留言，怎么做，怎么接受。在“Reservation57、” 下做留言，让学员知道怎样看留言。For which kind of faxes is the fax machine at SS?The fax machine of Starservice is only for internal use. For instance; the front desk uses the fax machine for the cancellation of the credit cards. 明星服务中心的传真机用途是什么？明星服务中心的传真机是内部使用的。如 前台的人发传真取消预受权等。What is the number of reservations?58、88818, 88816 and 88813.预定部的分机是？88818, 88816 and 88813.How do you connect a caller with reservations?Thank you for waiting Sir/Madam, I will connect you with reservations.怎样为客人转接预定部的电话？请稍等，我帮您转我们的预定部。What are the opening hours of reservations?From 09.00 till 21.00 Monday to Friday, and Saturday from 59、09.00 till 17.30.预定部的营业时间是？周一到周五，从早晨9：00点到晚上9：00。Who is taking the reservations outside operating hours?When the EF is still open, they will handle the reservations, otherwise the Front Desk.谁负责预定部下班以后的预定？当行政楼层仍开放时，他们将帮助预定，否则即由前台负责。Where do you find the lost and found forms?At the housekeeping depar60、tment.哪里可以找到失物认领单。客房部Is it possible for a guest to listen to his voicemail from another telephone?No, it is only possible to listen to the voicemail from the room telephone.其它的电话客人可以听取语言留言吗?不能，客人只能在客房内的电话上听取留言。Is it possible for a guest to listen to his voicemail when he is checked out?It is only po61、ssible if there is no one checked in yet and the room is still dirty and not occupied. You can give the guest a key to enter the room again and listen to his/ her voicemail. 当客人退房后可以听取语言留言吗？如果客人退房只有在原客人房间是赃房、空房的情况下才能让客人返回房间听取留言。How do you leave a voicemail without calling and letting the phone ring?62、No, this is not possible. If you do not want the phone to ring, you can leave a message in Opera and click lamp on. This way the red light on the phone will blink and the guest has to call SS and will receive the message entered in the system.怎样在不打电话和不让电话响的情况下给客人做语言留言？不，不可能。如果你不想让电话响，你可以在Opera中点上Lam63、pOn并做留言。 这样客人房间的电话登会红灯闪，客人得打明星服务中心的电话来听取留言。What do you have to do when an employee calls and asks for an outside line?Employees are not allowed to get an outside line. If they are allowed to have an outside line, they will have their own code to get an outside line. You can always connect employees 64、to the GSM mobile.内部员工想打外线能否代拨？内部员工不可以通过总机拨打外线。如果他们有拨打外线的密码，他们也可以自己拨打。但是可以为内部员工转接GSM 手机。What do you do if a guest asks for an outside line?Say it is no problem and that if the guest would like to have an outside line without having to call SS, the guest has to press the 9 before the telephone number65、. If a guest at Front Desk asks an outside line, it is not possible.如果是客人要拨打外线呢？没问题。总机可以代拨，客人也可以在客房拨打，但拨号码之前要先拨“9”。What do you do if someone asks for the room number of a guest?You never give the room number of a guest, or the name in case of a roomnumber. This is for the safety of our guests. At th66、e Front Desk we can look up the room number or name and then connect the guest to the room, without saying the room number. At SS we do not tell the room number as well. Only if the caller asks for room number 2005, we will check the guests name with the caller. You have to ask the caller for the na67、me of the guest. If this matches the name in Opera you can transfer the call to the room.如果有人要问询客人房号应怎么处理？为客人的安全起见，客人房号是不可以透漏的，反之亦然。在前台，如果对方知道姓名可以帮他查询然后转接但同时不能透漏房号。在总机，如果来电者知道房号，你需先核对客人姓名是否与Opera一致后再转接。If a guest would like to have clothes washed or ironed, is that possible and what are the costs?Ye68、s, this is possible, we have 24 hour service. After operating hours of laundry, service express charge will be charged, which is 50% more than regular service. During operating hours we offer express service as well (4 hours). We charge 50% extra service charge as well.如果客人想要衣服送洗或者熨烫，可以吗？怎么收费？可以，我们提69、供24小时服务。如果超过洗衣房营业时间将加收50的服务费。What are the opening hours of dry cleaning, washing, ironing etc?If the laundry is handed in before 10.00, it will be delivered to the room before 19.00. Any other service will be service express. Laundry operates from 07.00 till 19.00, but we offer a 24 hour per day ser70、vice.干洗，水洗，熨烫服务的营业时间是?如果10：00之前送洗将在下午5：00送回。10：00之后送洗要与客人确认是快洗还是普通洗？洗衣房的营业时间是早上7：00到晚上7：00，但我们提供24小时服务。What do you do if there is a phone call about a fire in the hotel?Get as many detailed information as possible. Like name of the caller (guest or associate), place of the fire, location of the call71、er, how bad the fire is, what kind of fire etc.Inform the fire control center by dialing 119 or 110and inform them about the fire and pass them the details. Call the GSM, duty engineering, duty housekeeper and the security manager about the fire and the location. If there is proved to be a fire, the72、 fire control will lead the operation. Keep all lines open and answer questions if necessary. Starservice is not allowed to leave without instruction of the fire control.火警紧急情况处理程序是？在接到火警电话时一定要镇定，问清楚火警位置，燃烧物品，大小情况，员工姓名，工号，所属部门。拨打119通知消防中心，宾客服务经理，值班工程师，客房值班主管，并与之保持联系，如误报则记录下来。如证明火警发生，服从消防中心的指挥，立即通知总经73、理，总工程师，保安经理和部门经理。如客人询问火警情况，接线员应镇静回答客人提出的各种问题。明星服务中心员工必须坚守岗位，保持线路畅通，没有上级的命令不许撤离。What do you do if the fire-alarm goes off?See question 49.如果火警发生该怎么办？参照问题49。When is there security in the hotel and how can they be reached?Security is in the hotel 24 hours a day and the security number is 88603.保安工作时间是什74、么? 怎么联系？24小时执勤，分机是88603。Day 307.00 15.30 StarserviceToday the trainee is going to be at Reservation. He/ she will be learning how to make a reservation, the telephone etiquette, what Reservation entails and what kind of VIPs the hotel has.今天你将去预定部，你将学习怎么做预定和我们有什么样的VIP客人。How do you handle a reservati75、on and what kind of information do I need from the caller to make a good reservation? 怎样接预定，做好一个预定我们需要询问哪些信息？1. First you have to answer the phone correctly and within 3 rings. Write down the name of the caller and use the name discretely through the conversation.首先你要在三声之内接起电话。记下客人姓名并在对话中使用客人姓名。2. A76、sk for the arrival date and the departure date, or how many nights the guest would like to stay. Confirm this.询问客人的抵店日期和离店日期，并与客人确认入住的间晚。3. Ask for how many persons and if the number of persons is more than 1, ask how many rooms the guest would like to book.询问有几个人，如果多于一人则问客人需要预定几间.4. Ask the guest f77、or the name of the booking, if you already heard it, ask if he/ she would like to have the reservation under his/ her name and let him/ her spell out the name. If you did not get the name earlier, ask under which name you may put the reservation and let the caller spell it out.如果你已经知道客人名字则问客人是否用本名预定78、，如果在前面对话中不知道客人姓名则请求客人拼写其名字。5. Ask the guest if he/ she is with a company and if it is a company booking.如果客人是公司预定则要询问客人公司名。6. Check availability and rates applying (using F5), tell the guest about the different kind of rooms and try to upsell. Ask the guest what kind of room he/she likes and confirm79、 the room and rate.查看有没有房间，告诉客人我们的房间类型和房价并试着7. Ask if the guest stayed in our hotel before. If yes, look up the profile and make a reservation on that profile and check if the profile information is correct. If the guest never stayed in our hotel before, make a new profile.询问客人以前是否入住过我们酒店。如果住过，查看他的P80、rofile并在那个Profile下为客人做预定，与客人核对Profile的信息是否都正确。如果客人以前没有入住过我们酒店则新建一个Profile。8. Ask if the caller is a member of our Starwood Preferred Guest program. If yes, ask for the number, if no explain the program and ask if he/she would like to become a member.询问来电者是否是我们的SPG会员。如果是，询问其号码，如果不是，询问客人是否愿意加入我们的会员并跟他81、解释加入的好处。9. Ask for the guest his preferences: King/ Twin, Smoking/ Non-smoking etc. 询问客人的喜好：单人间/双人间，吸烟/非吸烟等。10. Ask if there are any other requests or preferences. 问客人有没有其它的特殊要求或喜欢。11. Ask for personal information: address, contact number and E-mail address.问客人的个人信息：地址，联系电话，语言和E-mail 地址。12. Explain 82、the guaranteed booking until 6 PM, ask if he/she would like to guarantee the booking; if yes, ask for kind of credit card, number and expiry date.解释预定将被确保到下午6点，问是否需要担保，如果是，问是哪种信用卡，号码是什么，有效期至什么时候。13. Confirm the whole booking, including: name, arrival date and departure date, number of nights, number83、 of persons, number of rooms, Room type, preferences and the room rate.确认预定，包括：姓名，抵店时间和离店时间，住几晚，几个人，几间房，房间类型，喜欢和房价。14. Ask if there is anything else you can do for the guest.询问还有什么其它的可以帮到客人。15. Check the time the guest thinks he is going to arrive on the arrival date and if there is a need for trans84、portation.确认客人将于几点抵店，是否需要接车服务。16. Do not forget to give the guest the confirmation number and do not forget to send it to the guest. Ask the guest how he/ she would like to have the confirmation, email/ fax etc. You can find the confirmation under options.17. Thank the guest for calling and wish him85、/her a pleasant day.谢谢客人的来电，住客人愉快。What kind of rates do we offer and are there factors that influence the rate?We offer a lot of different kind of rates. The rate depends on the occupancy, the time of the year and if a guest is with a company or not. Normally a guest will get the BAR rate, which is 86、the standard rate. Sales sometimes changes this, but this will be told in the briefing and it can be seen in the computer.我们提供什么样的房价? 有哪些因素影响房价变动？我们提供不同种类的房价。房价受到住房率，时节和客人是否有公司价的影响。通常一般的客人将得到BAR Rate，即门市价。销售部有时候会改变房价，但会在Briefing 的时候通知我们，而且电脑上也可以看到。Which rates include breakfast?Any SETNNL rate (with 87、whatever ending), the Starhot rate and the BAR1B rate includes breakfast. Sometimes there are special packages including a breakfast as well. You will be notified if there is a new rate. If you are not sure, you can look it up in the Opera system. If the guest has checked-in, you can find it at pack88、ages. If breakfast is included it will show there with 哪种房价包早餐？所以的SETNNL的房价（不管已什么结尾）都包早餐，Starhot 房价，BAR1B房价包早餐。有时候一些特别的套餐也包早餐。如果有新房价会通知。 如果你不确定，你可以查Opera系统。如果客人已登记入住，你可以在Package处找到。如果包早餐会显示1。Which rates include taxes and service charge?All rates include taxes. Almost all rates include service charge89、 as well, sometimes there are special rates/ packages that do not include service charge and you will be notified.哪些房费包含税和服务费？所以的房价都包税。几乎所有的房价也都包税，有时一些特殊的房价/套餐不包服务费。Is it possible to guarantee a booking?Yes, you will need the credit card number and the expiry date.可以做预定担保吗？可以，需要信用卡号和信用卡有效期。When can 90、I offer special rates?There are special rates/ packages sometimes, which will be briefed to you and will be hanging on the notice board. Depending on the number of nights, time of year you can offer special rates, or to company guests.什么时候提供特殊房价？有时有特殊房价和/套餐，会在Brief时说或者写在交班本上。公司客人也可以有特殊房价。Day 407.00 91、11.00 Roomservice11.30 15.30 StarserviceToday the trainee will work in the Roomservice department for the first half and the second half he/ she will be working in Starservice again. Today the trainee will learn about Roomservice the menu, the standards, Renzo Lounge, Botanica and will get more info92、rmation about Starservice. 今天你将在送餐部工作但在上午的下半节和下午的下半节你们又将回到明星服务中心。今天学员将学习送餐的菜单，标准，大堂吧，御园西餐厅，你们将得到更多的关于明星服务的信息。What are the standards that are important for the room service department?Telephone etiquette and standards of in-room delivering are important.什么标准对送餐部非常重要？电话礼仪和标准对送餐部很重要。What is on the menu93、 of in-room dining?It is a menu of international and Asian food.房内送餐菜单上都有哪些菜谱？菜单上有国际和亚洲食谱。Can everything be ordered at every time?No, it depends. Breakfast is only in the morning from 06.00 till 10.00. From 11.00 till 23.00 the full menu of Botanica is available and between 23.00 and 06.00 there is 94、a selection of the Botanica menu available.客人可以在任何时候点菜单上的食物吗？不能，早餐只能从早上06：00到上午10：00。 从11：00到23：00所有的御园西餐食谱都提供。 在23：00到06：00之间只有选定的御园西餐食谱可提供。Which menu is used in in-room dining? Is it used anywhere else?The Botanica restaurant uses the same menu as well as the Renzo lounge.哪些菜单会用做送餐服务的菜单？这些菜单还用于其它地95、方吗？御园西餐厅和大堂吧的菜单都用于送餐服务的菜单。Can a guest order different kinds of breakfast? And so yes, what are those differences?Yes, we have Asian, Continental and American breakfasts and an a la carte breakfast. The differences are in the ingredients of the breakfast.客人可以预定不同种类的早餐吗？如果能，都有哪些不同种类的？可以，我们有亚式，欧式和美式早餐。96、不同点在食品的配置方面。On which 2 ways can a guest order breakfast? And until how late?The guest can call to room service to order breakfast, or the guest can use the valet in his room to order. All room service valets will be picked up at 02.00 in the morning.有哪两种方式客人可以预定早餐？到什么时候截至？客人可以打电话去送餐部预定，或者使用房内的预定牌预定。97、所有的早餐预定牌会在早晨2：00收集。Where are the dirty dishes brought to?Stewarding用脏的碟子会被送到哪里？管事部。Within how many minutes does the food have to be in the guestroom?Depends on how busy the kitchen is, most of the time it will be within 30 minutes.相隔多久之后客人的定餐要送到房间内？取决厨房的忙碌程度，但最迟30分钟之后要送到客人房间。Now have a look at the B98、otanica restaurant and the Renzo Lounge. Look at the atmosphere and the menu and answer the following questions现在参观御园西餐厅和大堂吧。感受气氛看看菜单并回答以下问题。Are there smoking and non smoking areas?Yes, there are smoking and non-smoking areas.有吸烟区和非吸烟区吗？有，有分吸烟区和非吸烟区。Can non-staying guests eat in the restaurants?Yes,99、 on-staying guests can eat in the restaurants as well.非住店客人也可以在餐厅消费吗？可以，非住店客人也可以在餐厅消费。Are there any special dress codes?No, there are none.客人进餐厅需要什么特别的装扮吗？没有，不需要。What is on the menu?The Botanica menu is in the Botanica restaurant and in the Renzo lounge. In-room dining uses the menu as well.菜单上有什么？御100、园西餐厅的菜单在御园西餐厅、大堂吧和客房内送餐服务都使用。Is there live entertainment? And at what time?The whole day there is piano music, this is automatic for the lobby/ front desk and for the Renzo Lounge. From 17.30 till 20.30 there is live piano music. From 20.30 till 00.15 there is a Philippine band playing.有娱乐节目吗? 在什么时段101、？整天都有钢琴音乐，是自动弹奏的，在大堂/前台和大堂吧都能听到。从下午5：30 到8：30 有专人弹钢琴曲。从8：30 到 00：15 有菲律宾乐队的表演。At what time is breakfast in Botanica?From 06.30 till 10.30.什么时间是御园西餐厅的早餐？从06：30到10：30。Day 512.00 21.00 HousekeepingToday the trainee will work in the housekeeping department. He/ she will learn about how housekeeping work102、s and how we communicate with them. The trainee will clean some rooms, work with a supervisor, work with the PA and do turndown service. After this the trainee will make the first quiz. 这将是你最后一个星期的培训，你将去客房部了解部门运作和知道怎么跟他们沟通，学员将跟楼层主管一起工作，打扫房间，跟PA一起工作和怎么做开夜床服务。 在这之后学员将有一次考试。Where do we keep the lost an103、d found items?At the housekeeping office.我们的失物招领在哪？在客房部办公室。Where are the valuable lost and found items kept?At the housekeeping as well, but in a safety box.贵重物品的失物招领在哪?也是在客房办公室，但是放在保险箱内。What happens with the lost and found items after a while? What is the procedure?Non-valuable items are kept for 3104、 months, valuable items for 6 months and very valuable items for 1 year. After these periods the item will be returned to the finder.失物招领的程序是什么?失物在六个月后一直没人招领则将交给拾物者。如果是贵重物品将保存更久。How does the minibar service work? And how are the charges handled?Minibar service (housekeeping) will check all the minib105、ars and will post the charges on the guests bill. 迷你吧服务是什么，怎样收取客人的费用?由客房部负责，可以入房帐。Who is responsible for the laundry room?James Zhi.谁负责洗衣房？James ZhiWhat are the opening hours of the laundry room?From 07.00 till 19.00. But the service is 24 hours a day.房的营业时间是？早晨7：00到下午7：00。但24小时营业。What is the extens106、ion number of the laundry room?The extension number is 29.洗衣房的分机是多少？分机是29。What are the tasks of the laundry room?Washing all linen of the hotel, including tablecloths, napkins, bedsheets etc. Washing/ dry-cleaning/ pressing etc the clothes of guests. The uniform room belongs to laundry as well and t107、hey are in charge of all uniforms.洗衣房的主要任务是什么？酒店内所有布草What are the tasks of the PA attendant? How can we reach the PA if we need it?A PA attendant keeps the Public Areas clean and tidy, including the toilets. They can be reached at 88557.公共区域服务员的职责是什么？我们怎样联系他们？公共区域服务员负责公共区域的清洁和卫生，包括厕所。可以打88557联系他们。Wh108、at are the extension numbers of housekeeping?The extension numbers are 27 and 28.客房部的分机是多少？分机是27 和 28。Who is receiving turndown service? And what does this entail?Everyone is receiving turndown service. The curtains are closed and amenities and towels replenished if needed. The breakfast and laundry109、 valet are placed on the bed.哪些人可以得到开夜床服务，它将包括哪些？开夜床服务包括拉上窗帘物品和厕所将被重新整理。早餐和洗衣单将被放在床上。At which time is turndown service done?Between 17.30 and 21.30.开夜床服务什么时候进行？在16：30到21：00 之间进行。Day 607.00 15.30 Business Center Today the trainee will be working in the business center. He/she will learn what kind of 110、services the BC provides, the costs and how the machines work. You will start the day with the briefing and then the evaluation of the performance of last week and the result of the quiz. 今天实习生将在商务中心培训.他/她将了解商务中心的各项服务,价格标准以及设施设备的工作状况.这天你将开始了解商务中心的梗概知识,然后是上周工作的评价和测验的结果.What services are provided in t111、he business center?Al kinds of office supporting services. The guest can rent office equipment, can fax, use the internet, have papers laminated, photocopy papers etc.商务中心提供那些服务?所有与办公相关的服务.客人可以租办公设备,发传真,上网,过胶文件以及影印等.What do you say if a guest enters the BC?Goodmoring/ afternoon/ evening, Sir/ Madam,112、 how may I help you?如果客人进商务中心了,你该怎么说?早上/下午/晚上好,先生/女士,请问有什么可以帮到你?How do you send a fax? And how much does it costs?First put the fax in the machine with the text to the wall. Then press the telephone button and wait for a signal. Then insert the telephone number and press the green button. For the co113、sts see appendix 6. 怎样发传真?以及如何收费?首先把传真倒置放进传真机,然后拨传真号码,等信号正常后再按一下绿色的键就可以了.价格可参考价目表.How do you check in the telephone room? Click Front Desk Click Accounts Name: PI-BC-TEL Room type: PI Room: 83322, 83321 Market Code: LST Source Code: HSE Click OK83322 and 83321 are the extension numbers of the phone.114、怎样给电话房做C/I?进Front Desk， Account, 在Name处输入PI-BC-TEL，RoomType输入IP，Room输入83322，83321，MaketCode输入LST，Source Code 输入HSE。然后点击OK。How does the lamination machine work? And how much does it costs?All buttons have to be pressed to the wall and the temperature has to be 120. For the costs see appendix 6. 过塑机怎样115、工作以及如何收费?按下所有的(相关)按钮,将温度调到120.收费可参考附件.How do you post charges? What do you need and how do you do it?Go to cashiering and then to billing. Enter your password. Then enter the room number of the guest and double click on the room number. The bill of the guest will be opened. If you stand on the bill 116、and click your right mouse knob you will get a menu. Choose add new window. This way there is a new window created. Click in the new window so it turns blue. Then you can click post. Enter the code, if not known, look it up. Then use Tab and enter the amount and the quantity and the check number. If117、 there is anything that has to be noted, it can be noted at reference or supplement. Post and then print the window and attach the bill to the miscellaneous charge form. Transfer the posting, by dragging it to window 1 and close the extra window again. See appendix 49. 怎样给客人入帐？你需要什么，怎么做？ 进Cashiering118、，然后进Billing。输入密码。帐单已打开，点击鼠标右键新建一个窗口，在新窗口中入帐即可。入杂项费用时，输入相应Code，如果不知道可以通过查询得到。然后用Tab键，输入数额和数量，再输入Check Number。如果有什么需要说明的，可以填写到Reference或Supplement。 最后点击Post，打印一份投财务，在把帐拖到第一个窗口并关掉那个多余的窗口。How can a guest use the internet? What do you have to do? And how much does it costs?The guest can use the internet 119、immediately. Offer help and keep track of the time. After the guest is finished you can calculate the costs and let the guest sign the miscellaneous charge form. After that you can post the charge to the room. For the costs see appendix 6. 客人怎样上网?如何收费?以及你应该做些什么?客人一来马上就可以上网.应主动给其提供帮助,并记录时间.这样客人上完网后,你120、就可以计算出其费用,让客人在杂项费用单上签名,就可以将其费用入到房帐.价格参见附件.The guest would like to book the boardroom. What do you do?Ask the guest when he/she would like to make use of the boardroom. Look if the boardroom is available at that time. Ask for the guests name to book the boardroom under. Tell the guest about the charg121、es for renting the boardroom (200 RMB per hour, 550 RMB half day and 900 RMB per day). Confirm with the guest the date, time and the costs related. The guest can pay cash or onto his/ her room account. We offer water, paper and en or the guest. Thank the guest for booking the boardroom and wish him/122、her a pleasant day. 客人需要租用会议室,你该怎么做?首先问客人租什么时候的,看一下那时是否有会议室可租.如有的话,记下客人姓名并告知其租赁费用.与客人确认日期,时间和相关费用.对客人表示感谢并祝其今天愉快.The guest would like to print a file in color and in black and white. What do you do and how much does it cost?The guest can print from the computer. Offer help, especially with a memory 123、stick. Keep track of the number of pages and at the end, calculate the costs. Let the guest sign the miscellaneous charge form and post it to the room.For the costs see appendix 6. 客人需要打印黑白和彩印的文件，其收费怎样？该怎么做？ 客人可以从电脑里打印。我们主动提供帮助。记下打印的页数，然后计算出价格，让客人在杂费单上签名，入房帐。 A guest would like to rent an overhead p124、rojector. What do you do and what are the costs?See if the overhead projector is available at that time, and if it is possible make the reservation. Inform the guest about the charges. After agreement and the renting of the projector the guest has to sign the miscellaneous charge form and it can be 125、posted on the bill. We get the overhead projector from the banqueting. 客人需要租用投影仪，收费如何？该怎么做？看一下那时是否有投影仪可租，如果有就为客人作预订，告诉客人租用费用。客人用完后，让客人在杂项费用单上签字，最后入房帐The guest would like to make a reservation in Sheraton Saigon, what do you do?Give the guest the toll free number, this way the guest can make the rese126、rvation by himself. The telephone number is 8008103088(working hour:06:00-19:00 MON-FRI , 06 :00-15:00 SAT-SUN) 客人需要在西贡喜来登作预订，该怎么做？给客人免费订房号码(8008103088 星期一 至星期五 06:00-19:00,星期六和星期天06:00-15:00)，这样客人就可以自己去订了The guest would like to send a big package to France, what do you do?There are 3 options EMS, D127、HL and Fedex. EMS: Weight the parcel and ask to which area the package needs to be send to. You have to explain the charges involved. The guest has to fill in the airway bill. The guest can put the charge to his room or pay cash. Then you have to call the courier company (Tel: 5998210, 5832185). The128、 courier will pick up the parcel and will leave a copy of the bill. You will need to register the airway bill in the form and print out the bill and attach it. We give it to the financial department at the end of the month. If other departments need to send a package, they have to pay cash or put it129、 on their departmental account, with the managers signature.DHL: We have a contract with DHL, account number 600366319. the toll free telephone number is 8008108000. We have to weight the parcel and ask to which area it needs to be send and explain the charges. The guest can pay cash or on the room 130、account. The guest has to fill in the air way bill and we need a commercial invoice. If the guest would like to pay by recipient or a third party, you will need the account number and company name. The rest of the procedure is the same as EMS.Fedex: The toll free number is 8008302338. The procedure 131、is the same as the DHL procedure.客人需要邮寄一个很大的包裹去法国，该怎么做？可以有三种方式EMS, DHL 和 Fedex。EMS： 称包裹的重量，问客人需要寄到哪里，给客人解释邮件费用。客人填写邮寄单。 客人可以付现金也可以挂房帐。然后拨打EMS公司电话（5998210，5832185）。EMS将取走包裹并留下复印的邮寄单。你应在邮件单上签名并附在打印出的帐单后到月底交给财务。如果其它部门想要邮件包裹，他们可以付现金或挂部门帐号，当然挂部门帐号需要有经理的签名。DHL： 我们酒店跟DHL有协议，帐号是600366319。 免费电话是8008108000。我们132、应称好重量，问客人需要寄到哪里，给客人解释邮件费用。客人可以付现金也可以挂房帐。我们可以要正式发票。如果客人想要接收方或第三方付费。我们需要写下帐号和公司名。接下来的程序跟ESM一样。A guest would like to send a postcard to the US, what do you do?Call the Post Office for the prices concerning sending. Tell the guest the prices and that the guest has to pay in cash. 客人要寄名信片去美国，该怎样帮到他？与邮政局联133、系邮寄事宜。告诉客人价格，并只收现今。The guest would like to send a few DVDs to the UK, what do you do?Guests are not allowed to send DVDs, dangerous goods, animals, plants or blood. DVDs only if it is for personal use. Kindly refuse to send the package and explain why.客人要寄DVD去英国，该怎么帮助他？客人一般是不允许寄DVD，危险品，动物，植物或血液的。若DV134、D是仅限个人使用的可看具体情况。友好拒绝客人并向其解释原因。What are guests not allowed to send?See 18 哪些东西客人是不允许寄的？See 18见上一题。Within how many minutes does the fax have to be at the guests room and what do you have to do?Within 15 minutes the fax has to be brought up to the guests room. You have to check the name and the room nu135、mber and put it in an A4 sizes envelop. You have to register all the incoming faxes on the “BC incoming faxes sheet”.传真应多久送到客人的房间？15分钟之内。Who delivers the fax to the room?The business center has to call the bellmen to pick up the fax and bring it to the guests room. 谁负责将客人的传真送至房间？商务中心员工打电话通知行李生去拿并送至客136、人房间。If the bellman does not have the time to bring the fax, are you allowed to do it?If the bellman did not show up and time is ticking, yes. If there is 2 or more staff, 1 of the staff can bring the fax to the guests room. This way the fax will be in the room within 15 minutes. 如果行李生没时间去拿传真，此情况允许吗？137、如果行李生不在，而时间又紧的话，没办法。但如果有2个或更多的员工在，就可派其中的一个去拿传真并送到客人的房间。这样才可保证在15分钟内将传真送到。What do you do if the fax is for an arrival guest?You have to put a check-in alert in Opera and note it down in the logbook. 商务中心的营业时间？从上午7：00到晚上11：00，其余时间由宾客服务经理负责。What do you do if you can not find out for whom the fax is?Fir138、st you have to check it yourself. If you do not know what to do, you have to give it to GSM within an hour. If we can not figure out for whom the fax is, we leave it in the “can not find guest file 6. 如果你接到传真不知道发给谁你应怎么办？首先你要核查，如果你实在找不到是给谁的，你应在一个小时内给大堂副理。并留言“不知道此传真发给谁。”What are the opening hours of t139、he business center?From 07.00 till 23.00, after opening hours the GSM can help the guest.商务中心的营业时间是？从早晨7点到晚上11点，其它时间大堂副理将负责帮助客人。Day 715.00 23.30 Business CenterToday the trainee will be working in the BC again. To learn more about the BC and the standards and how an evening shift works.今天学员将去商务中心，学习140、商务中心的运作和程序。A guest would like to bind a report. What do you do and how?First make holes in the paper to be able to bind. The ring than has to be placed in the machine and put the paper in the ring and close the ring. Write the miscellaneous charge form including room number, name, explanation of the141、 costs and the amount. Let the guest sign the form and wish the guest a pleasant day. 客人需要装订服务，你应怎么做？首先把纸打好孔以方便装订，把装订圈放到装订机拉开，把打好孔的纸放上再关上就完成了整个的装订程序。写杂项费用单，包括客人房号，姓名，解释经费和数目。让客人签杂项费用单祝客人愉快。A guest would like to make a phone call, what do you do?The guest can use the phone in the small room. This pho142、ne is connected with the computer of the BC. The costs for the use of the phone can be transferred to the room account. The billing can be checked in one of the two telephone rooms. If the guest wants to pay cash, we transfer it to room 9601 in a new window and make it a cash payment. If the guest w143、ould like to put it on his/ her room account, we make a miscellaneous charge form and ask the guest to sign the form and we transfer the charges to the room. 客人想要打电话，你应怎么做？客人可以使用小电话房。那里的电话与商务中心的电脑连接在一起，客人的电话费可以自动入房费。What is in the drawer in the BC desk?Pens, paper clips, post-its, scissors, tape, gl144、ue, staplers, markers etc. All the necessary office equipment has to be in that drawer. 商务中心的抽屉里会有什么？有笔，回形针，小贴纸，剪刀，订书机，胶水，订书针，莹光笔等。所有必要的办公用品都在那个抽屉里。 What is in the cupboards of the meeting room?Water, cables, documents, tape, envelops etc.会议室的壁橱里有什么？水，网线，文具，订书机，信封。What do you do in a B shift and at 145、the end of the day?You have to read the log book and follow up what is necessary. Make the BC daily report and copy it to each department. At the end, make sure the fax machine has enough paper and turn off all the equipment and the lights. Handle the key to GSM.6） B班时你做什么，结束班次时呢？阅读交班本跟进未完成的工作。做BC日报146、告并复印一份给每个部门。结束时，确保传真机有足够的纸关仪器和灯。交钥匙给大堂副理。Day 809.00 13.00 Reservations13.30 17.30 ConciergeToday the trainee is going to be at reservations and concierge. She/ he will learn about the reservations department and how we work together with them. The trainee gets a trip around the executive office to g147、et more familiarity with the office. The trainee will be at concierge the other half of the day, to see how the concierge handles the luggage, parcels and transportation.今天学员将去预定部和礼宾部。他们将学习预定部的知识和怎样和预定部合作。学员将首先参观行政办公室以更多的了解。接下来半天学员将在礼宾部，了解他们怎样帮助客人行李、包裹和交通。How many average reservations do they make p148、er day?This depends on the level of business. On regular days this could be between 100 and 200 reservations per day. At busy times this can be 300 reservations per day.每天预定部将接下多少预定？取决于生意的好坏。通常是在100到200个，忙的时候是300个左右。What is different on Saturdays?The opening hours and the number of people working. T149、he reservations department is open until 17.30 on Saturday and there is just 1 person working.星期六会有什么不同？营业时间和上班人数不同。星期六预定部只营业到17：30而且只要一个人上班。How do you make a reservation?Repeat again with the trainee and make sure all standards are used.怎样做预定？将会操作给学员看，同时确保使用标准的方式。What kind of rates are there?There 150、are a lot of different kind of rates. The most frequently used will be discussed. BAR= Best Available Rate, most of the time BAR1 is used, with a B so BAR1B includes breakfast.SET rates is only used on peak times, like Canton fair or Furniture Fair.SETNNL rates are corporate rates which include brea151、kfast.STAR rates are the most expensive rates and exclude service charge.A regular breakfast is 124 RMB, but with the included rates the breakfast is cheaper.有哪几种房价？有很多种不同的房价。以下将讨论经常用的。BAR= Best Available Rate，通常是BAR1 的价格，如果是BAR1B则包早餐。SET房价是高峰期使用，象广交会或家具展。SETNNL房价是公司价包早餐。STAR房价通常是最贵的房价不包服务费。普通早餐是124152、RMB，如果含在房价内早餐更便宜。How does Starhot rate works, concerning the reservation?The Starhot rate can be applied through a fax to reservations. Reservations will then check if the occupancy is not too high and if the Starhot rate can be offered. If this is possible, the fax will be sent back to the employee153、.7） 做怎样预定Starhot rate ?可以传真给预定部。预定部将根据住房率，如果住房率不高的情况下就可以提供Starhot rate. 如果不能预定将回传给员工。Do we have a blacklist? And what is this?Yes, there is a blacklist. The blacklist includes people that are not allowed in the hotel, for whatever reason. For example guests that have been very violent or did not pay154、 after damage. At this moment there is 1 person on the blacklist.黑名单吗？那是什么？有，黑名单包括一些人由于某些原因不可以住酒店。如：客人很无礼不愿意赔偿破坏，那样就会被列入黑名单。Can customers book on travel sites?No, guests can only book on our own brand site, , the world-wide toll free number and through several travel agencies.8） 客人可以通过旅行网预定吗？不能，客人可以155、通过我们S 预定，有很多全球范围的免费电话或者旅行社预定。What does the cancellation policy entail?If it is a guaranteed booking, the guest has to cancel 24 hours prior to arrival; otherwise he/ she will be charged for one night.If it is a non guaranteed booking nothing will be charged to the guest.取消预定的政策是包括什么？如果是担保的预定，客人在24小时156、内取消是不收费的；否则会收取一晚的房费。What happens with a no show?Same procedure as guaranteed booking; charging for guaranteed bookings.9） NO show 是怎么回事。程序跟担保的预定一样；收取担保预定的房费。How does it work with the global reservations system?All bookings from the global reservation system (which can be via the phone or on the webs157、ite) will show up as IPS as the booker in the Opera screen. The bookings will automatically go into our system, because it is globally connected.全球预定系统怎么运作？所有的全球预定系统（通过电话和网站）的预定象IPS一样会显示在Opera系统中。预定会自动进入我们的系统，因为是全球连接的。What kind of outings can be done concerning shopping?There are a lot of different 158、shopping malls is Dongguan. For instance: Wal Mart, South China Mall, Humen market, Metro etc.可以去哪些地方观光和购物？在东莞有几个购物中心。如：沃尔玛，华南Mall，虎门等。What kind of outings can be done concerning culture?The Museum of Opium War, Sea Battle Museum, Humen Bridge and Nashe Houses of Ming and Qing Dynasty. 客人想游历一些文化圣地应去159、哪？鸦片战争博物馆，海战博物馆，虎门大桥和南社明清古村落。What kind of outings can be done concerning natural environment/ sports?There are a few golf courses and gardens/ parks, like Keyuan Garden.关于自然风光或运动的应去哪儿？有很多高尔夫球场和公园，如可园。What is the procedure of luggage handling for short term storage?o If a guest requires short-term st160、orage of their luggage, i.e. collection on the same day, talk to the guest in a courteous manner: “ Mr., if you are not leaving now, please allow me to keep your luggage in our storage room.”o The guests room number or name, number of pieces and pick up time should be recorded on the upper part of t161、he tag and the guest should be given the lower part of the tag.o Reconfirm with guest for fragile and valuable items. If there is a valuable item such as laptop, jewelry, cash etc, suggest guest to use the safety deposit box. “ May I suggest you to use the safety deposit box at our front desk, Mr.?”162、 o Advise the guest that they must present the receipt to the bell person or to the Concierge Desk for collection in a courteous manner: “Here you are, Mr. Please present this tag to Concierge Desk for collecting of your luggage when you return.” o The upper part of the tag should be attached to the163、 handle of the largest bag.o Take the luggage and put it next to the concierge desk.o When the guest wishes to retrieve their luggage, obtain the receipt from the guest, check the tag number, confirm the number of pieces with the guest and collect the luggage from the storeroom.o Take the luggage ta164、g out from the luggage and ask the guest if luggage assistance is needed. “May I assist you with your luggage Mr. .?”o Ensure that the guest has all pieces of luggage. “ Total 3 pieces of luggage, is that correct Mr.?”o If the guests checks in, you have to bring the luggage to the room. If the guest165、 enters the hotel, help the guest with the luggage and add a tag to the luggage. Bring the tag to the front desk. The front desk will write the room number down and bring it to you or the guest will bring it to you. o The luggage then has to be brought to the room. 短存行李寄存应怎么处理？o 如果客人会当天取行李，你应礼貌地说“如果166、您现在不走，请允许我将您的行李寄存到我们的行李房好吗？” 客人的房号，姓名，行李件数和拿取时间都有写在行李牌的上联，同时给客人下联。o 跟客人确认易碎和贵重物品，如果有贵重物品如手提电脑、珠宝、现金等建议客人使用保险箱。“我建议您使用我们前台的保险箱，xx先生。”o 建议客人下次领取物品时出示行礼牌。“麻烦您下次领取物品时出示这张行礼牌好吗？o 行李牌上联应贴在最大的行李上。o 把行李拉到行礼台旁。o 当客人想要取行李时，请求客人出示行李牌。o 把行李牌从袋子上取下来并询问客人“需要帮忙拿行李吗?xx女士、先？”o 跟客人核对行李的件数。“xx先生或女士，共是三件行李，对吗？”o 如果客人登记167、入住帮客人拿行李到房间。如果客人刚入住酒店，首先从红地毯带客人去前台，在绕过红地毯把客人的行李带到行李台，并贴上行李牌。客人办理完入住手续后帮客人把行李带到房间。What information is needed from the guest when the guest lost his luggage tag? - Guest name/ room number- ID or passport copy- Describe the luggage: color, size, shape- Also need guests signature in Long Term Storage lo168、gbook before he collect his luggage.如果客人的行李寄存卡丢失怎么办？确认客人姓名、房号身份证或护照的复印件。描叙行李的颜色、大、行状。同时在客人拿走行李之前需要在长存行李交班本上签名。What do you do if the BC calls for a fax?One of the bellboys has to go up to get the fax from the BC to the guests room.如果商务中心要派送客人传真应怎么办？其中一个行李生需要马上去商务中心拿传真送到客人房间。What do you do if a guest 169、calls for luggage pick-up?You will handle the telephone call with care and make sure that someone goes to pick up the luggage.如果客人打电话需要帮忙拿行李应怎么办？你应很关切地接起电话并确保行李生帮客人拿取行李？There is a package/ mail delivery, what do you do?o Incoming mail/parcel must be delivered to the Concierge Desk immediately.o If y170、ou receive an out-going parcel from in-house guest, the parcel must be recorded on the mail & parcel form and delivered to the concierge desk . o Guest mail will be recorded on the Mail Delivery Form and delivered without delay.o Mail/parcel of departed guest will be forwarded to the address in the 171、Guest Profiles.o The Concierge Desk will hold mail for arriving guest and leave a message in the guest folio in the Opera system.o Concierge will set up two expanding file for future guests mail and handwritten message. One file is for current month mail. The other is for future months in monthly or172、der.o The Concierge pm shift leader will count mail for next day arrival guest and hand it to the reception pm shift leader before finishing work. o Mail for same day arrival will be attached to the registration card of the guest.o Mail for hotel offices will be delivered to the Executive Office. Ma173、il for associates will be given to the Human Resource Department.o Returned mail will be redirected if known or kept for 1 day.有包裹、邮件要递送怎么办？o 邮件或包裹会及时送到礼宾台。o 如果收到店外给住店客人的包裹，包裹应记录在邮件、包裹记录单上并送到客人房间。o 邮件、包裹寄给客人但客人已离店应按Profile的地址寄给客人。o 预抵客人的邮件、包裹也将放在礼宾台，会在Opera的客人Profile里留言。o 礼宾部将设定两个文件夹存档客人包裹和邮件留言，一个是用174、于现在，另一个按月份设立用于分开存档。oWhat kind of cars do we offer?Two kind of cars, the limo (= Buick, 4 seater) and the van (7 seater). The 7 seater is the most expensive one, for more information see the attached folder of the costs see appendix 54, 55, 56, 57, 58. 我们提供什么样的车？我们有4坐的别克豪华小轿车车和7坐的别克商务车。别克商务车相对而言给一些，要175、参考价钱请看附录54，55，56，57，58。Day 906.30 10.30 Executive Floor16.30 20.30 Executive FloorToday the trainee will be at the Executive Floor working a split shift. The trainee will learn how to set up breakfast, how to serve a guest and how the cocktail hour works. The trainee has to get familiar with the rep176、orts that have to be written at the EF as well.今天学员将去行政楼层两头班。学员将学习怎样准备早餐，怎样服务客人和怎样准备鸡尾酒欢乐时光。学员也必须明白行政楼层的那些报告。What do you have to set up for breakfast?Buffet: you will need plate tiers, plates, saucers and bowls, regular and Chinese spoons, knifes and glasses. Tables: knifes, forks, side plate, littl177、e knife, napkin and a flower.Pre set up: for the tea and coffee you will need cups and saucers and the bowl for sugar and cream. For the hot milk you will need a small creamer.早餐应怎么准备？Buffet：需要杯垫，碟子，碗，勺子，刀和玻璃杯。桌子：刀叉，碟子，小刀，口布，和花。欢乐时光：咖啡和茶需要的杯子碟子，糖和奶油碗。热牛奶需要奶盅。What do you say if a guest enters the EF?178、“Goodmoring/ afternoon/ evening, welcome to the executive lounge, how may I help you?” In case of breakfast or cocktail hour, ask for the room number and write it down immediately. 当客人来到行政楼层时我们应说什么？“早上/下午/晚上好，欢迎来到行政酒廊，请问有什么可以帮到您？”早餐和下午欢乐时光，询问客人房号并迅速记下来。How much do we charge guests for the internet u179、se in the EF lounge?The use of the internet is free for guests with EF privileges. 客人在行政楼层上网我们怎么收费？住在行政楼层的客人在行政楼层上网是免费的。How much for a fax?The EF charges the same for sending a fax as the BC. For receiving a fax it is free of charge.传真怎么收费？行政楼层发送传真的价格跟商务中心的一样。收传真免费。Which channel has to be on during 180、BBF and Cocktail Hour?CNN world.早餐和欢乐时光我们需要调到哪个频道？美国新闻频道。What kind of drinks have to be charged during breakfast?Coffee and tea are complimentary, as well as the juices on the buffet. Water from the tap is free of charge as well. All other drinks have to be charged.什么饮料在早餐时使用需要收费？茶和咖啡是免费的，Buffet台上的果181、汁也是免费的。水也是免费的。所有的其它饮料在早餐时使用是要收费的。What is in the breakfast and cocktail reports?The EF has to make a breakfast and cocktail report every day. Which includes the number of people that visited the EF for breakfast and for the cocktail hour. The room number, name, the roommate are quoted, as well if the182、 guest is a SPG member and at which level. For the cocktail report there has to be written down how many drinks and what kind of drinks the guest had during cocktail hour.早餐和欢乐时光报告中有什么？行政楼层每天都会做早餐和欢乐时光报告。包括用早餐和享受欢乐时光的客人房号，姓名，房价和SPG会员及等级。欢乐时光报告还要写明客人用了何种酒水和饮料。What if the guest does not have the EF pr183、ivileges?We have to charge the guest for the breakfast, which is 124 RMB. For the cocktail hour guests can come in, but we have to charge him/ her for the drinks. The EF has a special pricelist, see appendix 62.For all other services we have to send the guest to the BC.如果客人没有使用行政楼层的权限应怎么做？如果是早餐则要收取客184、人124￥的早餐费，如果是鸡尾酒欢乐时光则要收取客人所消费的酒水费用。行政楼层有价目表，可参照附件。其它的服务可以介绍客人去商务中心。How do we charge?We put it on the room account.怎样收取客人的费用？可以入房帐。What if a guest with EF privileges brings in another guest without EF privileges?We have to charge the other guest for whatever he/ she is consuming. If the guest stays i185、n the hotel we can charge it to his room. Otherwise we can charge it to the room of the guest with the EF privileges. 如果是行政楼层的客人另带非行政楼层客人到行政酒廊怎么办？我们需要收取被带来的客人的任何消费的钱。如果被带来的客人住我们酒店，我们可以入客人房费。若不住，则可以入行政楼层客人的房帐。What is needed for the cocktail hour?F&B: spirits, soft drinks, white and red wine, beer, sn186、acks and peanuts. You will need wine, beer, whiskey and long drink glasses. A tray, plates, toothpicks and napkins are needed as well. 鸡尾酒欢乐时光需要准备什么？ F&B: 雪碧，软饮，红白葡萄酒，啤酒，点心安定花生。也需要酒，啤酒，威士忌等酒水饮用杯。托盘，碟子筷子和口布也是需要的。Day 1006.30 10.30 Executive Floor16.30 20.30 Executive FloorThe trainee will be in the EF187、, again on a split shift. The trainee has to learn to do the reports by him/ her and has to get more familiar with the procedures and Opera. 学员将在行政楼层上两头班。学员要学会怎么做表格并更熟悉Opera系统和程序。How do you make a cup of coffee?Get a coffee cup, saucer and a tea spoon. Put the coffee cup under the coffee machine and188、 press the relevant button. Prepare the hot milk and the hot milk cup. To serve the coffee properly you will need a tray, coffee cup, saucer, spoon, hot milk and the sugar and cream.怎么样做咖啡？拿咖啡杯，杯碟和咖啡勺。把咖啡杯放在咖啡机下按相关按钮打咖啡，准备好热牛奶。 把所有的东西放在托盘上。并确保客人桌上由糖包。How do you make a cup of tea?Get a tea cup, sauce189、r and a spoon. Poor hot water into the cup and select one of the teabags that the guest would like to have. The procedure is then the same as the coffee procedure.怎样沏茶？拿好茶杯，杯碟和勺子。根据客人要求选好茶壶倒好茶。程序跟做咖啡一样。How do we clean the buffet after breakfast?We have to take everything off the buffet and everythin190、g will be cleaned by the stewarding. We have to make sure that the coffee machine and our working area is clean. The tables have to be cleaned from cutlery and plates, and are to be wiped with a cloth. Ashtrays have to be placed on every table after breakfast. The whole breakfast area has to be clea191、ned with a wet cloth, including the parts of the kitchen that stewarding has not cleaned.早餐后怎样清洁Buffet台？把所有东西都收到厨房，管事部的人将负责清洁。我们由确保咖啡机和工作区域清洁。所有Buffet台在收走东西后要用湿麻布檫拭。每张桌子在收走餐具后都要檫干净，然后放上烟灰缸。What do we have to count before and after the cocktail hour?We have to count the canaps.在鸡尾酒前后你需要数什么？亲点小吃。How d192、o we post the charges on the room?Use the billing system as explained earlier to post charges. This time you will need other codes. 我们怎样挂客人房帐？用Billing系统并解释post 的内容。并使用正确的Code。Let the trainee try to post a charge again. If it does not work out, explain carefully and let the trainee do it him/ herself193、 again. Show the codes as well and how to look up the codes if necessary. 让学员自己在做一遍。如果不行，再解释并让他们再做一遍。告诉他们Code代表什么，如果需要告诉他们怎么查询。What if the guest is not on the list for having EF privileges? What do you do?You will have to check in Opera, maybe the guest just checked-in or there is another reason. Ch194、eck what kind of room the guest is in, and check the comments and notes. Remember that Platinum guests can use the EF as well. If you are not able to find out, please check with the guest. If you have any doubts, you have to contact the GSM on duty.如果客人不再报表单需要使用行政楼层怎么做？首先再Opera中查看客人是否由于其它原因客人可以使用行政楼195、层。查看Commets和Notes。 记住白金卡客人也可以使用。如果还是不能查出原因，这时应与客人确认。如果客人由异议，则与当班的大堂副理联系。Where can you see in Opera what kind of breakfast the guest can have?At packages in the reservation, you can see what kind of breakfast the guest has. If the guest has the FIT breakfast you will have to charge for the EF breakfa196、st, which is 124 RMB. 你可以再Opera哪里知道客人可以在哪里吃早餐？在Reservation的 Package 里，你可以看到。如果显示FIT，客人想要在行政楼层用早餐则有Charge客人124元。What do you do if the guest would like to have a look in the EF?Guests are allowed to have a look, please show them around and tell them they can make use of all the facilities when they st197、ay in an executive room. They are not allowed to use any facilities and try to make it a short tour around when there are guests in the EF. 如果客人想要参观行政楼层你将怎么做？客人可以参观行政楼层，但他们不可以使用。带客人参观并解释行政楼层的设备，如果由客人在行政楼层时要尽快结束参观。What kind of reports do you have to make during the day?The breakfast and cocktail repo198、rt, daily tracking report, email collection report and upgrading report. 每天要打什么样的报告？早餐和鸡尾酒报告，日跟踪报告，Email收集报告和房间升级报告。How do you write the upgrading report?With the history and forecast report and the guest in house report from Opera. For the white columns in the report, you need the history and forec199、ast report from yesterday. For the yellow columns you will need the guest in house report and do not forget to thick the revenue box. All rooms with a room rate lower than 100 USD are upgraded and double checked in the Opera system. 怎样做房间升级报告？要使用Opera里的history and forecast report。 报告的白色一栏要使用昨天的histo200、ry and forecast report。黄色的一栏则使用guest in house report并点上Revenue。所有的房价低于100美元的则为升级上来的并可以在Opera里在核实。How do you do the EF daily tracking report?Emmie and Jim are the two persons who will perform this task. The report is made with the report called past statistics report in Opera. The report consists of 201、the tracking of different kind of rooms and membership levels in our hotel.怎么做EF日跟踪报告？Emmie和Jim两人将负责这个报表。要用Opera中的past statistics report 。报告包括跟踪不同的房型和会员级别等。Day 1109.00 17.30 SPG program Today the trainee will learn about the SPG program and will have a final exam of the past two weeks. See appendix 202、59.宾客优先计划今天我们将学习宾客优先计划并将对我们前两个星期的学习进行一次考试。What is SPG (Starwood Preferred Guest)?The Starwood Preferred Guest program is a loyalty program. The SPG members can collect points during their stays in our hotels all over the world for free nights, upgrades and much more.什么是宾客优先计划？宾客优先计划是建立客人忠诚度的计划。客人通过入203、住积分可以换取免费住房或航空旅程、升级或其它消费。Which guests can be enrolled?Preferably frequent business travelers, because they have the most potential. They travel all over the world and have the opportunity to visit our hotels. Most of them have a frequent flyer pass.哪些客人可以加入？经常出差的商务旅行者，因为他们是最有潜力的。他们光临我们全球范围内酒店的机会更多。他204、们是经常飞机旅行者。Why do we enroll guests?We enroll guests to obtain as many loyal guests as possible. Guests with a membership tend to choose our chain/ hotels quicker, especially because they can collect points.为什么要客人加入？我们加入客人更有可能获得他们的忠诚度。会员客人会更频繁的选择入住本酒店，特别是可以积分。Which benefits do all SPG guests have?The 205、guest will have a personal profile all over the world, including preferences. Collecting points by staying at one of our hotels and in restaurants even when not staying in the hotel. Special toll-free telephone number, according to the level. SPG客人都有哪些好处？客人将有个人的档案，包括客人的喜好。通过我们其中一家酒店住房或餐饮消费获得记分，根据而定级206、别。How many different SPG cards are there?There are 7 different kind of membership levels: level A, G, C, P and VIP, preferred plus and preferred business.我们有多少中SPG卡？有七种不同的卡：A, G, C, P and VIP，preferred plus and preferred business.What do SPG guests get more due to their VIP status?See earlier, the V207、IP extra amenities.SPG客人在入住时可以得到更多的什么？参照前面，主要时VIP四选一礼品。What can the SPG guest get more than regular guests?Gold/ corporate members are upgraded to a room on a SPG floor. Platinum and VIP members are upgraded to the best available room.All upgrades are subject to availability on the day of arrival. I208、f the occupancy is high, or there are no suites available, the upgrade is not possible.SPG客人与普通客人相比客人获得更多的什么？金卡和公司卡可以升级到SPG楼层。白金卡和VIP卡可以升级到最好的房间。所有的升级要根据当天的住房率而定。如果住房率很高或者没有套间，则不能升级。On which charges can the guest earn Starpoints?Room rate, food and beverage, telephone charges, in-room fax charges bi209、lled to the room, dry-cleaning and laundry and in room movies or video games.11）什么消费可以积分？房价，餐饮，电话费，传真费和干洗和洗衣费，房内租用放影设备等。On which charges can the guest not earn Starpoints?Taxes, parking, gift shop, massage/ spa, gratuities and service charges, business center, golf/ tennis etc.哪些消费不可以积分？税，停车费，按摩，服务费210、，商务中心，高尔夫和网球等都不可以积分。On which room rates does the guest get Starpoints?All BAR, Rack, SET, COR, leisure, Group, Discount, Government and weekend rates.13）哪些房价可以积分？所有的AR, Rack, SET, COR, leisure, Group, Discount, Government and weekend rates 都可积分。On which room rates does the guest not get any Starpoin211、ts?Crew rooms, Wholesalers, Tour Operators, Stays of more than 30 nights, Free night award certificates, Room rate which is billed to a master account (=PM) , TAED, Starhot or Starbiz.什么样的房价客人不可以积分？员工房，团体或旅行组织者，超过30晚，免费房，房价是由主房付(=PM) , TAED, Starhot or Starbiz.How many points does an A (preferred) m212、ember receive?2 Points per 1 US Dollar spend.A卡客人怎么积分？一美金积2 分。How many points does a G (gold) member receive?3 Points per 1 US Dollar spend.金卡客人怎样积分？一美金积3分。How many points does a C (corporate) member receive?2 Points per 1 US Dollar spend, and a bonus of 2000 points after the 5th and 10th stay.公司卡客人213、怎样积分?一美金积两分，5到10次入住送2000 分。How many points does a P (platinum) member receive?2 Points per 1 US Dollar spend.P卡客人怎么积分？一美金积两分。What does a Platinum member need to become a VIP member?The VIP membership is on invitation only.白金卡怎样成为VIP卡？VIP卡都是邀请派送的。What is the difference between a C (corporate) and a G214、 (gold) member?Corporate: 2 SPG points per USD, special bonus of 2000 Starpoints at the 5th and 10th stay, exchange a regular amount on traveler cheques.Gold: 3 SPG points per USD, no extra bonuses, maximum of 300 USD exchange by TC. 22）公司卡和金卡有什么不同？公司卡一美金积两分，5到10次入住可以送2000分，兑换普通旅行支票。金卡一 一美金积 3分，最多30215、0美金可以兑换旅行支票。What are the similarities between the C (corporate) a G (gold) member?They both have the right to check out late at 16.00 and have a free upgrade to a SPG floor.公司卡和金卡有什么相同之处。他们有可以下午四点Late c/o., 都可以升级到SPG楼层。What advantages has a VIP member?All benefits like a platinum member and extra: w216、hen booked 7 days prior to arrival a guaranteed upgrade to a suite (if available) and entitled to have a special rate (Starbiz) if available. For all information see appendix 59, the list of all benefits on the SPG chart白金卡客人有什么优待？有同白金卡一样的待遇并且提前7天定房可以确保在可能的情况下升级到套房，如果可以还可获得特别的价格。SPG所有的Bebefits，请参照附录217、59。How does the frequent flyer system works?The frequent flyer card is a loyalty program from different airline companies. The guest can collect points at our hotels, if the frequent flyer program has a bond with us. The list with frequent flyer companies can be found in appendix 58.航空旅程的系统怎么运作？航空旅程218、的积分卡也是不同航空公司一种建立忠诚度的项目。客人可以通过我们酒店的入住获取积分，如果我们和那些航空公司有联系。名单参照附录58。Can a guest receive points on both accounts during one stay?No, the guest can receive points on one of the 2 programs.客人一次入住可以积两个帐的分呢？不可以，客人可以选择其中之一积分。How do I check the number of SPG points of a guest?You will need the guests SPG numb219、er, or first do the look-up. You can do this as well using Starlink or Opera, the same way you look up the SPG number, the SPG points will pop up in the screen.怎样查看客人SPG积分？你将需要客人的SPG号，然后查询。你可以用Starlink 或 Opera，同样的方式你可以查看SPG号，SPG分数会出现在那个界面。How do I find more information about the guest, like contact 220、information, if the SPG number is known?Same as 29.怎样查看客人更多的信息，如和约信息，是否威SPG会员等？和29一样。What can the guest do with his/ her points in our hotel and how much points does it cost?See instant award form, appendix 60. 31）客人可以用积分做什么，兑换需要多少积分？参照Instant Award，appendix 60.What is an instant award?If a guest us221、es his points to get for instance an upgrade, this would be an instant award. See the form of instant awards.什么是instant award？如果客人用积分兑换升级，这就是对Instant award,可以参照InsantAward 的表格。What do I have to do if there is an unexpected check in of a SPG VIP guest?Call GSM immediately. Give the guest an upgrade i222、f possible and add the number and level in the profile. The GSM will take the VIP to the room for an in-room check-in, if you not already did that. The GSM will arrange the VIP matters like flowers etc.如果遇到VIP客人登记入住应注意什么？马上通知GSM。如果住房率允许的情况下给客人升级并在电脑里更新他的档案。客人将带客人去房间登记入住GSM将会派送水果。What do I have to do223、 when there is an unexpected check in of a Platinum guest?Same as VIP, call GSM.如果遇到白金卡客人登记入住应注意什么？跟VIP一样，叫大堂副理。What do I have to do if there is an unexpected check in of a Gold or corporate member?Nothing special, just get the guest a room on the SPG floor and put the SPG number and level in the co224、mputer.36）如果遇到金卡或公司卡的客人登记入住有什么特别的吗？没什么特别的，只是给客人SPG楼层并在电脑上注明等级。When does a guest not receive SPG points?When a guests stay is longer than 30 nights in 1 stay. The guest becomes a longstaying guest, and different rates and rules apply then.客人什么情况不能获得积分？当客人一次性入住30个晚上，客人是长住客他们有不同的房间，所有可以以不同的方式获得积分。Day 1225、207.00 15.30 Front DeskThis is going to be the first day for your trainee to be at the Front Desk. He/ she will start with the FO briefing. Today you will start with the easy procedures, because there will be a lot going on and the trainee will get a lot of information the coming weeks. The trainee 226、will learn the check-out standards, some Front Desk jargon, how to post charges and how to make a key.07.00 15.30前台这是学员去前台的第一天。他们首先参加briefing.今天将开始容易的步骤，因为接下来会有更多的信息和知识要学习。学员将学习退房程序，和前台的一些术语，怎样挂帐，怎样做钥匙。What do the following statuses mean? Inspected (IP) = It is the room was checked by a supervisor, 227、but now we only use clean as status of cleaned and checked by a supervisor. Clean was then used for only cleaned and not checked. Clean (CL) = the room is clean and checked. A guest can be checked in in a room with this status. If it is a stay over, this means that the room has already been cleaned.228、 Dirty (DI) = the room is dirty and not cleaned. You can not check-in a guest in this room. If it is a stay over, this means that the room has not been cleaned yet. Vacant (VA) = there is no guest staying is this room. Occupied (OCC) = there is a guest staying in this room.下面术语是什么意思？ Inspected (IP) 229、=主管检查过的干净房。 Clean (CL) =房间是干净的已经被检查过了。客人登记入住时要这种状态。如果是在住的客人，那表示房间已被打扫。 Dirty (DI) =房间很脏，不干净。不能登记客人入住。如果是在住客人，那表示房间还未打扫。 Vacant (VA) =空房，没有客人入住。 Occupied (OCC) =有客人在住。What is a stay over?When a guest is not going to check out today, the guest is a stay over. The guest is also a stay over, when he/ sh230、e extends his stay.什么是stay over？客人今天不退房仍继续在住，这样的客人就是。延房客人也是。What is Shift F3?If the buttons are pressed at the same time, and then ALT H (which is search), you will get the house status. You can see the number of departures, arrivals, stay over etc.什么是Shift F3？同时按下那两个键，然后按ALTH（搜索），你将可以看到房态。你可以看到有多少客231、人离店，有多少客人预到，有多少客人在住。What is day use or late check out and which price do I offer?If a guest wants to use a room during the day, it is called day use. The guest then will not stay the night. The room charge will be the regular rate at that moment. If the guest checks in before 08.00 in the morning, a232、 half day has to be charged. For instance, if the guest checks in at 07.00 in the morning and leave the next day at check-out time, we have to charge 1 day. If the guest checks in a 09.00 in the morning and leaves the same evening this will be a 1 day charge. Sometimes the half day charges depend on233、 the occupancy and availability. In cases of doubt, please check with the assistant FO manager.A late check out means that the guest will check out later then the regular time, which is 12.00.For late check-out the following rules apply;Hotel occupancy under 50% o Late check out before 18.00 is free234、 of chargeo After 18.00 half day use will be chargedo Offer VIP late check-out out of courtesyHotel occupancy over 50%o Check-out between 14.00 and 18.00, day use will be chargedo Check-out after 18.00, full day will be charged什么是day use 和late chaeck out,我们怎么收费？如果客人只是想白天用，晚上不住，我们就叫day use。房价跟平常一样。如果235、客人在早晨08：00 入住，要多少半天房费。 比如，如果客人在早晨07：00入住在第二天退房，则要收取一天半房费。如果客人在早晨09：00入住并在当天晚上退房，则要收取一天的房费。如果客人延迟退房要根据当天的住房率收取半天房费，有任何疑问找前厅副经理确认。延迟退房是客人比通常退房的时间要晚，也就是12：00以后退房。延迟退房请遵从以下程序：酒店住房率在50以下o 下午6：00 以前退房免费。o 下午6：00之后收费o VIP客人出入礼节可以提供延迟退房。酒店住房率高于50：o 在下午2：00到6：00 之间退房，将收取o 下午6：00 以后退房要收取全天房费。When do we charge236、 half day use?We charge half day use for late check-outs. Corporate, Gold , Platinum and VIP members have a free late-check-out till 4 PM. Other wise we have to charge the guest half day use when the guest checks out after 2 PM. Before 2 PM we do not charge half day use, only if there is a really hi237、gh occupancy.什么情况收取半天房费？延迟退房收取半天房费。公司卡，金卡，白金卡，VIP卡免费延迟退房到下午4：00。 否则客人在下午2点之后退房我们将收取半天房费，下午2点之前退房一般不收取半天房费，除非住房率很高。What are discrepancies?When Front Office has a different room status then Housekeeping, this is called a discrepancy. For instance, the Front Desk had room 3001 as occupied, but Housekee238、ping did not find anything in the room, so they have it as vacant. Discrepancies are shown at rooms management, housekeeping.什么是矛盾房？前台和客房部在呈现不同的房态，这样的房间就叫矛盾房。比如在前台3001 是客人在住，而客房部发现客房里没有任何东西，是空房。在Rooms management s里就会显示矛盾房。What is check-out for children?At check-in we ask for 1 USD donation for Unice239、f. The guest can choose if he/ she would like to donate 1 USD for Unicef. This is done in all Starwoodhotels. With the money, children of the Third World countries can be attended, for instance for the vaccination against children diseases. All costs involving accounting etc, are paid by Starwood. I240、f the guest check-ins and donates the 1 USD, he/ she will receive a leaflet about Unicef and what is done with her/ his donation. There is more information about Unicef in the room as well.9）什么是Checkout for children?在客人入住时我们问客人一美金的捐款。客人可以选择捐或不捐。这种捐助在整个喜达屋酒店都做。这些钱将用于第三世界国家的儿童接种主要疾病的疫苗。 所有的费用包括财务等都由喜达241、屋支付。如果客人在入住时捐助一美金，他/她将得到一个Unicef的宣传策，同时客房内由相关的信息。What and when can I rebate charges?When a guest claims that something has to be rebated, you have to ask the GSM to agree with that. The GSM will check if it is a legitimate reason to rebate. If the GSM agrees, you can fill out the rebate form. You ha242、ve to rebate the charges in the bill and the rebate form has to be signed by you and the GSM duty, and has to be attached to the total billing. 什么情况，什么时候我们要做Rebate。当客人说某些东西需要Rebate，你也获得大堂副理的同意的情况可以。大堂副理将确认是否为合理的理由做Rebate。如果大堂副理同意，你可以填写Rebate单。在Billing中做Rebate，然后在打印出的帐单上签字，除了签上你本人签字还需要大堂副理签名，最后把它附在整个243、的帐单后。How do I rebate charges?Show the trainee how to rebate charges on a bill in Opera. Let the trainee do it her/ himself after you have shown, and make sure everything is going all right. Repeat as many times as needed to get is clear for the trainee.Show new window, codes, supplement etc.怎样做Rebat244、e？在Opera的Billing中示范给学员看。在示范后让学员自己做一遍，确保操作正确，如果不正确，在反复做。示范新窗口，Codes 和Supplement 等。How do I print the bill/ folio?You can use print folio to print the bill, which is on the first screen of the billing. You can choose, if there are multiple windows, which one you want to print. 怎样打印帐单？你可以打印帐单，是在Billing245、的第一个界面。如果有很多个窗口，你可以选择你想要打印的窗口打印。What are the quick keys for a new room key, and how do you make a new or duplicate key?Shift F8, see appendix 41.1. Choose Tesa Onity2. Choose create key3. Choose new or duplicate key 4. Enter the room number and use the TAB to go the departure date. It is important t246、o use the TAB! The departure date will change. If you do not use the TAB button, the departure date will not change and the key will expire the same day. The guest will need a new key the next day again.5. If the guest needs multiple keys, or you are making multiple keys for a guest, choose the numb247、er of keys you would like to make.6. Press ok, or use ALT O.做新钥匙的快捷键是什么？怎样做新钥匙和复制钥匙？按下Shift F8,参考附录41。1. 选Tesa Onity2. 选create key3.选new 或duplicate key4. 输入房号，用TAB键 到离店日期，用TAB键非常重要，因为如果不用TAB键可能离店日期没有变，那样客人下次又要来做新钥匙。5. 如果客人需要复制钥匙或者你想要为客人复制钥匙，你可以选择多少把钥匙需要复制。6. 点击OK，或者使用AIL O。Can I give a guest a new r248、oom key when he/ she asks for it?Never just give a room key to a guest, this can be dangerous and we have to try to make the hotel so secure as possible. If a guest asks for his/ her room key, verify if this is really the guest staying in that hotel room. Ask for ID, by a passport or ID card. If the249、 guest only has his credit card or another card, ask for the date of birth, which has to be in the profile. If the guest does not have anything with him/ her, ask for the full name, date of birth and preferable the address. Take in account that this can be the business address as well and that this 250、one can be old. Company name and city will do as well.If everything has been verified, you can make a duplicate or new room key. If the guest is having problem with the fact that you are asking a lot of questions, inform the guest that the policy is to protect the guest and to ensure his/ her safety251、.如果客人要一把新钥匙我们可以给吗？为了安全起见，不能随便给客人钥匙，那样会很危险。如果客人需要做钥匙，一定要确认客人是酒店住客。问身份证，护照。如果客人只有信用卡或者其它的卡要问客人的全名，生日，喜好或者地址。如果都确认好了，你可以复制一个钥匙给客人。如果客人反感你问太多的问题，你应向客人解释Can you make a key when the guest is checked out?If a guest is checked out, or a room is not occupied, a key can not be made through the system. You can252、 make a key in the back office, where the host is located. 17）客人退房后还能做钥匙吗？如果客人退房或客房没有客人入住的情况下系统都不允许做钥匙。你可以在办公室的钥匙机上做。Get the downtime report and look at it carefully. What kind of reports are in there?Vacant rooms, Rooms discrepancy, Guest INH by room, Guest INH by Name, Departure ALL, Arrivals Deta253、iled, Guest INH Traces not resolved, Open Balance New.打出downtime report, 仔细查看。看包括哪些报告。空房，矛盾房，根据房号的在住房，根据客人姓名的在住房，离店和预抵的详细信息，Day 1307.00 15.30 Front DeskThis is the second day for your trainee to be at the Front Desk. The knowledge will be enlarged of the procedures and other related jargon and terms254、 that are important for the trainee. The ways of settling a bill, check-out and showing a room and city ledger are some of the subjects.这是学员在前台的第二天，接下来将是对学员非常重要的一些程序和相关术语，主题是怎样结帐、退房和参观客房和挂帐。What kind of room type is PY?The room type PY is used for house use. Expats, Excom and department heads stay i255、n the house use rooms.什么是PY房？PY房是店内员工使用的房间。业主、行政委员和部门经理使用的房间。What kind of room type is PM?PM rooms, are not really rooms. PM rooms are created rooms. These function as master accounts. Tour groups tend to have master accounts. These “rooms” are created to be able to put charges on 1 bill.什么是PM房？PM房是256、Pay Master, 即不是真正的房间，只是创建的，团队时的总帐单，创建的目的是能把团队所有帐目拉到一起，方便前台结帐和操作。What kind of room is PI?That is an interface room. All the revenue that is made in the hotel, but not has been charged to the room is in the PI or POS accounts. For example, when a guest pays his dinner in Botanica cash or with credit c257、ard, this will be on the POS account. 什么是PI房？这种是相当于接口，所有的酒店收入包括Opera系统和餐厅系统。比如，当客人在御园西餐厅用晚餐或刷了信用卡，这将进入餐厅系统当 帐目但我们在Opera中也可以看到。How do you check out a guest with a cash deposit?Use the regular procedure for check-out and; if the deposit was made in RMB, you can give back the money that is left after d258、eduction of the charges. If the deposit is made in foreign currency, you can give back the foreign currency and let the guest pay in another way. If the guest would like to pay with the foreign currency, you first have to exchange the money. Then you can give back the money that is left after deduct259、ion of the charges. For both procedures you will need the receipt of the deposit payment.怎样做现金退房？通常的程序一样，如果押金是人民币则做完扣减后直接还给客人；如果押金是外币，可将外币退还给客人，让客人以另外的方式结帐。如果客人要付外币，则现换钱。然后做完扣减后将剩余的钱退还给客人，两种方式，你都需要付款的押金条。How do I check out a guest who would like to pay cash?If the guest guaranteed with cash, see que260、stion 6. If the guests guaranteed with a credit card, you will have to cancel the credit card. If there was an imprint of the credit card and/ or a manual authorization, rip off the paper in front of the guest. Some guests prefer to do it themselves. 怎样帮想要付现金的客人退房？如果客人用现金担保，参考6，如果客人是用信用卡担保，要取消信用卡的授权261、。如果有打印出的卡单或手工授权，当着客人的面撕掉卡单，一些客人喜欢自己撕掉。What is a showroom? How do I make a room a showroom and what do I do?A showroom is used for the Sales department or sometimes Front Desk. Showrooms are rooms that will not be occupied and will be used to show potential guests the hotel rooms. Sometimes a guest w262、ould like to see a room before checking in at the Front Desk. We use the showroom than as well. There is a package at the Front Desk with two room keys for showroom 2228 (DK) and 2201 (DS). If you need to show a guest a room you have to sign the list. If Sales would like to have one of the showrooms263、 they have to sign as well. The rooms are out of order in the system, so they can not be sold.什么是showroom?怎么样做一个showroom，你应作什么？Showroon是销售部或有些客人到前台想参观的。Showroom是没有被占用的可以给那些有潜力的卡尔参观的。有些客人想要在前台登记入住时先看房间。那些情况我们也使用showroom。前台有一个夹子里面有2228（DK）和2201（DS）两间showroom房的两把钥匙。如果客人想要showroom你需要在上面签字。如果销售部需要showroo264、m，他们需要签名。在系统里这些房显示的是out of order，所以不能卖。How do I check-out using different kind of payment methods, including all kind of credit cards, cash payment, local cards, Diners cards etc.?You always have to make sure that the balance of the bill is 0 at check-out, otherwise it is not possible to check-out. 265、With international credit cards, American Express, Master Card, Visa and JCB, the Opera system will approve automatically, and show the approval code. In case this does not happen because the system is down, we do it manually. All other cards always have to be done manually.Machine on the left hand 266、side, for all international credit cards Swipe the card Enter the amount and then press enter; enter is the green button on the bottom. Wait for the approvalBank of China, credit card machine on the right hand side Press the second blue button from the right on the top layer of buttons, which is for267、 authorization Swipe the card and press enter Enter the amount from the bill and press enter Enter the approval code from the deposit and enter Wait on approvalThe machine for every local card (China Unipay)With deposit approval First press the 5 button, which means payment Then press 2 for authoriz268、ation Swipe the card Enter the approval code from the deposit and enter Enter the amount from the bill and press enter Wait on approvalWithout deposit approval Press 1 for selling Swipe the card Enter the total amount and enter Wait on approvalDiners club card machineSame as international cards.Do n269、ot forget to check the approval of the credit card. You can see the approval of the international cards on the bill, when it shows up negative, which is good. With the other credit cards, choose the method of payment and do the authorization procedure manually. For the local cards, you have to rip t270、he former authorization in front of the guest, as well the copy of the credit card.Important!: If the guest pays the bill with another method than check-in or another credit card, make sure that the guest gets back his deposit or that you cancel the credit card authorization! Show the trainee how to271、 use the machines.怎样帮不同的付款方式的客人退房，包括各种不同的信用卡、现金、内卡、大莱卡等。要确保退房之后帐单右上角显示为0，否则没有完全结帐。如果是国际卡、AE卡、Master卡、Visa卡和JCB卡，Opera系统会自动做approve，而且在帐单上会显示operacode，如果因为系统没有过，我们需要手工做，所有的其它卡需要手工做。左手边也有所有国际卡的机器。l 刷卡l 输入数目，然后按enter，enter是底部的绿色键l 等待approval 中国银行的卡机在右手边。 按下从上面第二个右边开始数，那里取授权。 刷卡并按下enter输入帐单上的数目并按下enter把272、押金单上的approval code输入避过按enter等待approval每个内卡的卡机有押金approval 首先按下“5”键，那个结算的 然后 按下“2”授权 ，刷卡 输入押金 单项上的approval code ,并按enter ，输入帐单上的数目并按enter，等待授权 没有押金approval，扫“1”消费，刷卡，输入 总帐目并按enter，等待approval 大莱卡机 跟国际卡一样。不要忘记核对信用卡上的approval。帐单上可以看到国际上的approval，当他显示-，那就好。其它 的信用卡，选择付款方式并手工做授权。内卡，当着客人的面撕掉前面 的授权和信用卡的复印件。注意273、：如果客人登记入住时用另外 的卡或不同的付款方式，确保发传真到银行取消授权。给学员演示怎样 使用机器。 What is city ledger and how do you do that?City ledger has two meanings1. A number of companies have a contract with our hotel. A few employees of those companies can stay in our hotel without paying the room charge and without paying a deposit. Th274、ere is a blue book under the counter of Front Desk, with all contracted companies and the employees that are allowed to use this contact. If there is a guest claiming city ledger, you have to look it up in the book, and look for the company, name and signature. You have to check if the signatures ar275、e the same. Check the contract as well, to see if all the charges can be city ledger or not. Most of the time the contract allows you to city ledger all the charges. If everything is fine, you can city ledger the charges and post it on the PF account 9604.2. If charges are not yet paid or the money 276、is not yet received, but the room has to be checked out, we will use the city ledger code as well. This is for instance used for instant awards.什么是挂帐，怎样挂帐？挂帐有两种：1. 有很多公司跟酒店签有和约，他们的雇员不需要付房费，不需要担保。前台蓝色夹子里可以查到哪些公司可以挂帐，核对公司、姓名和签名模式等。 大多数情况下所有的费用都可以挂帐但有些公司不可以，需核对。如果没有问题了，可以挂帐并把它拉到9604。2. 如果没有付费或钱没有收到，但房间277、已被C/O了，我们也将用挂帐的Code，如Instant Awards。Are there multiple ways to print out the bill/ folio?Yes, there are multiple ways to print the bill. It can be found under options and folio style, if you are in the billing system. See appendix 51 and 52.有多种情况打印帐单吗？有，有多种方式打印帐单。 如果你在Billing界面，你可以在Options里选择打印帐单的Fo278、lio Style 请参考附件51和52。Day 1407.00 15.30 Front DeskThe trainee will be learning more about the cashiering procedure, like exchanging money. The trainee will learn how to merge a profile, what kind of reservation types we have and will learn to enroll.学员将会学更多的关于cashier的程序，像换钱，怎样合并profile，都什么样的预定怎么做。How279、 much money can a guest exchange per stay day?There is no limit to the amount a guest can exchange per stay. It depends on the cash float per day per employee. You have to keep in mind that if you exchange a large amount for 1 guest, that another guest maybe can not exchange anymore. For example 200280、 USD is a fine amount. If you are in doubt, ask the shift leader or GSM. 一个客人每次入住可以换多少钱？ 没有限制，一个客人每次入住可以换多少钱取决于当天的备用金，你得知道如果你给客人换很多钱，就意味着其他的客人只能换很少钱。200美金还可以，如果要换更多就要问前台主管或大堂副理。What is the procedure in Opera for exchanging money?When a guest requests a currency exchange, confirm the exchange rate fi281、rst. Accept the money, count it and check if it is real. Go into cashiering and choose cashier functions. Choose currency exchange and ask the guest for his/ her room number. The name will show up automatically and double check with the guest. Enter the currency and the amount. Insert the supplement282、 data and print 2 copies. Let the guest sign 1 copy and give the other copy as a receipt. Keep the signed copy and put it into your drawer. At the end of your shift you can hand it in with your other receipts and RCs. Present the money to the guest and count it twice before presenting. Give the gues283、t the opportunity to count it again and wish him/ her a pleasant day/ evening. See appendix 22. OPERA中换钱的程序是什么？当客人要换钱时，跟客人确定当天的兑换率，从客人手中接到钱，数一下并确认是真的，cashiercashier functionscurrency exchange输入客人房号，客人名字将会显示，与客人确认输入外币的数额。把钱的数字输入 suppiement打印两份copies一份要客人签字，一份给客人，然后签上自己的名字放入抽屉。在班次结束时投财务，把钱给客人，先自己数两遍然后284、再给客人机会数，然后再祝客人愉快，参考附件22。 How much cash paid out can we offer to the guest per day?We do not offer this service to the guest. It means that we pay for instance the (outside) taxi the guest came with and put it on his account.我们每天提供客人多少cash paid out?我们不提供客人这种服务。意味着如果是客人要付（外面）的的士费我们可以帮他入房帐。What is the 285、exact procedure of handling travellers cheques?The most important thing with the Travellers cheque is the signature. The Traveller Cheque has to be signed already once. This is done when the guest got the Cheques. The guest has to sign the cheque again at the Front Desk. To be sure, you have to chec286、k the signature on the Cheque with the one on his/ her passport. If there is any doubt, please contact the shift leader or GSM. If the guest already signed the cheque in his/ her room, call the American Express Centre (see telephone book, SHIFT F7). They can give you an approval code which you have 287、to write down on the cheque with a pencil. See appendix 53, 54, 55, 56, 57 and 58 for more information.旅行支票的操作程序是什么？ 最重要的是旅行支票的签名模式，当客人拿到旅行支票时就已有一个签名模式。客人在前台兑换时也需签同样的名，为了保险起见，你还可以核对客人的护照，如果有任何疑问，请联系前台主管或大堂副理，如果客人在房间已签好名，你需按shift+F7 ,查看AE中心的电话与他们联系，他们会给你授权号，你可以用笔名写在支票上，请参照附件53、54、55、56、57和58获得更多信息。Ho288、w much deposit do we need per guest per day?Normally we charge the doubled room charge per day. This is regularly about 1500 RMB per day. So in case of an Executive room, this will be 2000 RMB. If someone stays in an executive room for 3 nights, the deposit much be around 6000 RMB if we have to do t289、he approval manually or cash. For the international credit cards Opera will calculate the deposit itself.每位客人每次入住要收取多少押金？ 通常我们收取房价的双倍，即150每天，行政楼层的房间将是2000元每天。如果客人入住行政楼层3晚，即要收取6000元押金，我们手工收取授权或者客人用现金做保，国际卡系统会自动计算收取押金。Is there a difference in the amount of deposit for walk-ins and guests with a reserv290、ation?No, there is no difference between the two, every deposit is the same.对散客做预定收取押金子阿数额上有什么不同？ 没有不同，所有的押金都是一样的。How do I post a deposit of a guest that will check-in a few days later?At update reservations at reservations, you can find the reservation for the deposit. If you click options you can 291、add the deposit to the reservation. This way the balance will be influenced and the balance will stick to the reservation.怎样为几天之内预抵的客人入押金？ 在update reservation 的 reser， 你可以找到预定押金，点击options 即可为预定做担保，这样会自己粘附到预定界面。What does RTC means behind room type?Room Type Charged. There are two parts of the room ty292、pe. The right one is the RTC, which is the room type charged and the room type that the reservation states. The other one is the room type that we offered the guest. If the guest would like to have another room type, we have to change both. If you change the right one, the room price will change as 293、well. If we offer a guest an upgrade the right one stays the same, but the left one will change. This way the guest receives a better room, paying the same price.房型后面的RTC 是什么意思？RTC 是房间内型的改变。 房型分两种类型。右边的是RTC。 一部分是客人实际付费的房型且是预定状态的房间。 另一部分是我们提供给客人的房间内型。如果客人想需要另一种房态，我们可以通过两种方式来改变。如果你改变右边的，房价也会变。如果客人要升级，294、则右边要保持不变，可以改变左边的。这样客人可以以同样的价钱住更好的房间。What do you do if there is a delivery for a guest?Send the delivery person to the concierge desk, they handle al packages, mail and other related things.如果有客人到前台要递送东西给住客应怎么做？让递送人去礼宾部，他们将处理包裹，邮件和其它相关东西。What is the difference between a no-show and a cancellation?A n295、o-show is a guest who guaranteed his booking and did not show up. The guest will be charged for one night to his credit card. A cancellation is a guest who had a reservation and cancelled the reservation before the next day of the first night, by for instance calling or email.No-show 和cancellation 有296、什么区别吗？ No-show是客人担保 了预定却没来。客人将被收取一晚房费。Cancellation 是客人己做了预定但又打电话或发e-mail 来取消了预定。Can we block certain services for guests, if there is for instance a shortage of deposit?If we have to, we can block the services that are connected with our Opera system, which include the F&B of our hotel. We can click297、 the box no posting in the more fields option of the profile. This way the F&B is not able to post any charges on the room. We can still post charges through the Billing system of Opera thought, as well that the guest can still use his phone. We are not able to block the telephone and the manually p298、osting.如果客人缺少押金，我们可以限定客人的消费吗？可以，我们可以限定一些与Opera系统相连的消费，包括客人在酒店的餐饮消费。在More Field处把No Posting 点上。这样客人就不可以把餐饮消费挂房帐。但在Opera系统中还是可以入进去。同时客人也可以用电话。我们不能限定电话和手工入帐。Do we have extra beds and cribs/ baby beds?No, we do not offer baby beds or cots. 我们有加床婴儿床吗？ 没有，我们不提供婴儿床。Do we do any extra things for guests on t299、heir honeymoon?For guests that had their wedding in our hotel we offer the honeymoon room complimentary, which is 1918. The room is decorated for a Chinese wedding. The bedspread is red and the carpet as well.Guests from outside the hotel normally do not have their honeymoon in our hotel. We can off300、er the honeymoon room, but we do not offer anything extra.我们有为客人度蜜月额外准备的东西吗？ 客人在我们酒店举办婚礼，我们将提供晚免费房，1918房。房间装饰得像中国婚礼房。床和地毯都是红色的。 店外客人很少在我们酒店举办婚礼，我们能提供免费房，但除些之外没有别的了。What do you do if it is a guests birthday?Congratulate the guest with his/ hers birthday. Ask the GSM to fill in the amenity form for a 301、cake. You have to give the room number, name etc to the GSM. The room service will make a nice cake with the guest name on it.客人的生日我们将会做什么？祝客人生日快乐。问客人是否要填定做生日蛋糕的单，把客人房号，姓名告诉大堂副理，送餐部将做一个很好的蛋糕给客人。How does the parking work?Every guest can park his/ her car for free in our garage. The guest can enter ou302、r hotel property by passing the security and can leave whenever he/ she wants.怎样停车？每个客人在停车场的停车都是免费的，客人进入我们酒店经过保安厅，并可以随时离开。What do you do if a guest ask for aspirins?We sell medication in our kiosk. The guest can also write down the type of medication/ name and quantity and we will pass it to concier303、ge. Concierge or a driver will get it from outside. Never send a guest to the hotel doctor. Linda is here only for the staff. She is not a licensed doctor and is not allowed to give medication to guests.如果客人想要阿斯匹林，你该怎样做？我们的精品店卖药，你可以记下客人的名字、药的类型和数量 给礼宾部。How do you enroll a guest? Repeat some info on 304、the SPG again, to make sure the trainee still knows. Also procedure to the guest, the card will be send to business address etc. You need the business card to fill in the whole profile in Opera, do not forget After doing that, you can press enrolment You will get the SPG profile You have to enter th305、e level, which is A, and the email, which is ALL If everything is filled in you can press ok At the question ”Do you want to enroll this guest?” you have to answer Yes At the question “Only SPG information? You have to answer Yes Then you have to choose the way of payment, which he/ she paid with at306、 his/ her stay You will get the membership number, write it down on the special temporarily cards and write down the full name of the guest Attach the card to the Front of the RC怎么加入客人成为我们的会员，再次重复一些SPG的信息，以确学员都知道。所有的客人程序，卡将寄到客人的商业地址等。 你将需要客人的名片，在Opera中填写所有的信息档案，别忘记e-mail 地址。 更新完资料，点击enrollment . 你将得307、到SPG档案。 在级别处“A”，e-mail 处输入“All” 如果所有的都填好的按“OK” 问题：“Do you want to enrol this guest ?”你应回答“Yes!” 问题：“Only SPG information?”你应回答“Yes” 然后选择付款方式，那也是客人入住时的付款方式。 你将得到会员号，把客观上记在特别的暂时卡上，并写上客人的全名。 把卡附在前后的RCWhat do you do at the end of your shift, including money, reports etc?Show the trainee how to handle th308、e closure of the cashier You have to print out 2 reports, 1 is journal of cashier and transaction, the second are all the relevant cashier reports. Count the cash that you have and check if this is correct. Confirm that all the printed reports correspond with your copies. The foreign money and chequ309、es have to be put in a brown envelop together with the cash report, check report and foreign currency report. Fill out all the details on front of the envelop. Fill out the safe drop form and call security. Security has to witness the process of the safe drop and sign the form as well. All the RCs a310、nd foreign exchange etc have to be binded with the journal and the left over reports. You have to print out an extra cash report and hand the money in to GSM with the cash report. If everything is done and your working area is clean and all wishes of the guests are fulfilled, you can close your cash311、ier by “close cashier”. See appendix 25 and 61.If you have too much money of the end of your shift, you will have to hand it over to GSM. If you have a shortage of money, you will have to pay for the difference. 在你的班次结束时，你应做什么，包括钱，报告等。 你需要打两份报告，一份是“Journal of cashier & transaction , 另一份是相关的 cashier 312、报告。 数钱并看一下是否正确，与打印出来的报告核对。 外币和支票你应一起放入信封，还有cash报告、支票报告和外币报告，然后填写信封。 所有的RC 和外币对换，cash报告都要卷起来投入财务抽屉里。 打一个额外 的cash报告 如果所有的事都做好了，清洁工作区域，然后关上cashier 。参考附件25和 61。如果你有多余的钱，你要交给大堂副理，如果你缺钱，你要自己付差价。Day 1507.00 15.30 Front DeskToday the trainee will start with the procedures of checking in on a morning shift. 313、The trainee will learn about the RC and ways of payment. It is the end of the 3rd week so the trainee will get a quiz at the end of the day.今天学员将开始C/I的早班。学员将学习RC和付款方式。这是第3周的结束部分，所有学员将进行一次小测试How do I check-in and what standards are used?The check-in has to be within 3 minutes, from the moment the gue314、st steps into the lobby/desk and the moment the guest receives his room key. So it has to be quick, friendly and efficient.Our main goal is to welcome the guest with S.T.Y.L.E: Smile, Take initiative, You make the difference, Listen and Empathize. The SOP follows the ARRIVAL step program:怎么做C/I，要用哪些315、标准？C/I要在3分钟内完成，从客人走到前台到他们拿到房卡要在3分钟内完成，所以你要加快速度，友好度和有效力 我们同时还要欢迎客人用：微笑，主动，给客人特别的体验，聆听，同情。 下面是登记入住的程序：Acknowledge the guestWelcome the guest to Sheraton Dongguan (“welcome to Sheraton Dongguan, may I have your last name please?). Make sure you make eye-contact, smile and use the guests name. Ask for t316、he guests passport. Get the full name, date of birth and passport/ ID number into the system, if not already there. If you change the name, make sure you change the Mr, Ms etc. also, otherwise it will wrongly appear on the RC.认识客人 欢迎客人来到东莞喜来登酒店（欢迎入住东莞喜来登酒店，请问您贵姓？）确保有眼神的交流，微笑，用客人的名字。接着问客人护照，如果没有客人信息，317、将客人姓名，生日和护照号码输入系统，如果更改了客人的姓名，也要改Mr , Ms.否则RC单上会出现错误的信息。Recognize Starwood Preferred GuestAsk if the guest is a SPG member, if not already known in the system. If yes, ask for the number and level and make sure the guest gets his amenities/ upgrade that belong to his/ her level. Tell the guests the n318、umber of Starpoints he/ she has, if necessary look it up. If no, explain the program and ask if you may enroll. 认识喜达屋会员 问客人是否是SPG会员，如果不是，加入。如果是问号码和级别确保客人得到属于他们的的礼品和升级.告诉客人他现在有多少分.如果是要查询.如果不是解释会员制度,问是否可以帮助加入.Recap PreferencesVerify the preferences and update! Preferences can be smoking/ non-smoking, 319、front/ back side etc. 收集客人喜好 确认喜好和升级,喜好包括吸烟不吸烟,村景街景.Information in the reservationVerify the information, like number of nights, room type etc.Give the guest the pre-blocked room or change the room if this is possible and if it is in more favour of the guest (F2). Make a copy of the passport or ID c320、ard at the computer. See appendix 1.确认信息你入住间晚，房型等。给客人找房或如果可能且客人要求喜爱的房间，试着，copy客人护照或身份证，试着改变房间，可按F2。参看附录1。Verify method of paymentAsk how the guest would like to settle his/ her bill. American Express, Visa, Master Card and JCB cards can be processed by the system automatically. All other cards have to be done manually. Save all information and then press ALT R to print out the RC. Check with the guest the RC, by circling room number, room rate and room t