1、- 本资料来自 - FRONT DESK Dear team member,Firstly, a very warm welcome to the Crowne Plaza Shenzhen as part of Front Office Department. Our key to success depends very much on your positive attitude, creative flair and eye to details. We are committed to develop people through knowledge enlarging, skill2、 training and workforce motivation. Your remarkable contribution in Front Office Department will be greatly appreciated.真诚欢迎您加入深圳威尼斯皇冠假日酒店，成为酒店前厅部的成员。你们积极的工作态度，创造性的思维及细致周到的服务，将是我们取得成功的关键因素。我们激励员工通过不断的学习和培训，来丰富专业知识，改善服务技巧，提高劳动生产力，最终取得整体前厅部的成功。I wish you a pleasant and fruitful working experience at F3、ront Office Department.祝愿您在这个团队里工作愉快，并获得宝贵的工作经历。Yours truly,此致TABLE OF CONTENTSPart OnePart 1Welcome Letter From Director of Rooms Page 02Departmental Organization Chart Page 04Part 2 Job description Page05Part 3 Standard Operating Proceduresl Register F I T Page 09l Check Out Guest Page 12l Group C4、heck In Page 15l Group Check Out Page 17l PCR Enrollment Page 18l Make a Reservation Page 20l Group Information CheckPage 23l Free Room UpgradePage 25l House Use and Complimentary RoomPage 26l Room ChangePage 27l Extra BedPage 29l Late Check OutPage 30l ExtensionPage 32l CancellationPage 34l Incogni5、to Call, Screen Call and Do Not Disturb Page 36l Sleep Out Page 38l Authorization Of Entry To Guest RoomPage 39l Advance DepositPage 41l Handling Of Foreign Currency and Company Check as Deposit.Page 45l Account Information For Credit CardPage 46l Account Information For Direct BillingPage 47l Accou6、nt Information Travel VoucherPage 48l Cash Paid Out, Cash Advance and RebatePage 50l Cash Float Hand Over and ControlPage 53l Drop SafePage 54l Contingency ReportPage 55l Computer System Down ProcedurePage 56Part 4 Acknowledgement letter by employeePage 57FRONT OFFICE ORGANIZATION CHARTKey Responsib7、ilities Greets all guests at all times in a friendly and helpful manner and attempts to learn and use guests name at every opportunity Registers and rooms all arrivals according to established procedures Maintains intimate knowledge of departmental standards and procedures Performs check in, check o8、ut and room change procedures and ensures all data are entered completely into the hotel systems in accordance with reservation Ensure confidentiality of guest information Maintains cashier float and ensures accurate daily report of all money received Cashes hotel guests personal and travelers check9、s and assists with currency exchange Keeps abreast of all modifications to accounting policies and procedures Knowledgeable of all special promotion procedures, for programs such as: Seasonal Packages, Frequent Flyers Programs, and also Priority Club Rewards programs. Attends to guests complaints, i10、nquiries and requests, referees problems to supervisor/Reception Manager if he/she unable to assist Is familiar with other Intercontinental Hotels and Resorts so that guest indicating any next destination on the registration card can be “sold” an onward booking to another InterContinental Hotels Doe11、s everything possible to ensure that the guests depart the hotel with a positive impression of hotel service Performs the audit balances and prepares all works for audit in an orderly fashion When on night shift, checks night report and prepares the morning report; ensures workings of functions are 12、put on notice board accordingly Maintains comprehensive knowledge of standard reservation procedures including how to read telex, e-mail, messages, and how to interpret availability sources within the reservation systems Maintains exemplary deportment standards of behavior and appearance and attitud13、e as expected in a IHG Brand Takes personal interest and pride to ensure that the front desk work area is kept clean and in an orderly state at all times Endeavors to maintain the high standards of the hotel with particular regard to the importance of Priority Club Rewards Program member and other V14、IPs and with reference to hotel and to be a health or safety hazardOccupational Health and Safety Responsibilities Demonstrate Awareness of OH&S policies and procedures and ensure all procedures are conducted safely and within OH&S guidelines Be aware of duty of care and adhere to occupational, heal15、th and safety legislation, policies and procedures Be familiar with property safety, first aid and fire and emergency procedures and operate equipment safely and sensibly Initiate action to correct a hazardous situation and notify supervisors of potential dangers Log security incidents and accidents16、 in accordance with hotel requirementsKey CompetenciesKey TasksTaking Responsibility Strive for constant improvement and take responsibility for your own performance Adhere to InterContinental Hotel Group Corporate Code of Conduct Adhere to Hotel Handbook and general policies and procedures Adhere t17、o Front Desk Policies and Procedures Report problems to Management with suggestions for resolutionUnderstanding My Job Clarifies own job responsibilities and looks for opportunities that will increase skills and job knowledge Understands how their role fits with others and contributes to the success18、 of business Understands the hotels facilities, products and services Provides information when requested and promotes hotels services, facilities and special events Implements section procedures and policies as neededCustomer Focus Build and maintain positive relationships with all internal custome19、rs and guests in order to anticipate their needs Anticipate guest needs, handle guest enquires, and solve problems Create a positive hotel image in every interaction with internal and external customers Adhere to hotel brand standards Maintain a high level of product and service knowledge in order t20、o explain and sell services and facilities to guests Assist guests and escort them to locations within the hotel at their request Maintain knowledge of special programs and events in the hotel in order to recognize and respond to guests needs Maintain current Hotel information to be able to provide 21、information to guestsTeamwork Demonstrate co-operation and trust with colleagues, supervisors, teams and across departments Communicate well to ensure effective shift hand-over Actively participate in organized meetings Interact with department and hotel staff in a professional and positive manner t22、o foster good rapport, promote team spirit and ensure effective two way communicationAdaptability Be open to new ideas and make changes in the job and routine as required Work in line with business requirements Complete tasks as directed by ManagementDeveloping Self Develop/update skills and knowled23、ge (internally or externally) to reflect changed technology or changed work requirements Seek feedback on areas of shortfall Maximize opportunities for self developmentReliability Ensure that your work quality meets the standards required and complete tasks in a timely and thorough manner with minim24、um supervision Follow standards, policies and procedures Meet hotel attendance and grooming standardsCultural Awareness Work effectively with customers and colleagues from different viewpoints, cultures and countriesReplacement and Temporary Mission To be flexible and willing while asking to face in25、 any area that needs to be helped in an emergency or difficult circumstances as assigned or required by management. To be ready and responsible to perform any other duties as designated or required by management from time to time.Notice This is a hotel business and a friendly service atmosphere must26、 be projected at all the times. Management reserves the right to make changes to this description at its sole direction without advance notice.SUBJECT : REGISTER FITWhen the guest approach FD counter, the following checking in procedure should be processed.当客人来到前台时，根据以下程序登记入住。1. Staff makes eye cont27、act when guest approaches counter.在客人靠近前台时，应与客人有目光接触。2. Guest is warmly greeted at the counter with your smile and pleasant expressions.“Good Morning/afternoon/evening, Sir.”微笑并热情礼貌地问候客人。“早上好、下午好、晚上好，先生。”3. Ask for passport or ID for registration.“May I have your passport or ID for registration?”向客人28、索取护照或身份证进行登记。“麻烦您出示护照或身份证登记一下，好吗？”4. Guest name is used during the registration.(Once you know guest surname from passport and ID, you must use the guest name throughout.)整个入住登记过程中都要称呼客人姓名。（一旦你从客人护照或身份证上取得客人姓氏后，必须称呼客人姓氏。）5. Retrieve guest booking. Ask the guest “Mr._, is this your first time to stay29、 in our hotel?”If not, you should say “Welcome back! Mr._”If yes, you should say “Welcome to the Crowne Plaza Hotel Shenzhen! Mr._” 在系统里找出客人的预定。 询问客人“XXX先生，这是您第一次入住我们酒店吗？” 如果回答否，你应说：“欢迎您回来，XXX先生。” 如果回答是，你应说：“欢迎入住深圳威尼斯皇冠假日酒店，XXX先生。”6. PCR enrollment.“Are you our Priority Club member, Mr. _?”If yes, p30、ut guest number in system.If not, enroll guest to be a member. 优选俱乐部会员招募。“您是我们优选俱乐部会员吗，XXX先生？”如是，将客人的会员号码记入电脑系统。如否，鼓励客人加入。7. Check AddRemarks if any mail or message is being held for the guest. 检查备注是否有留言或给客人的邮件。8. Confirm reservation details.“Mr._, you will be staying with us for XX nights, c/o on X31、XX?”“You booked our non-smoking deluxe room with one king size bed.”(If the occupancy is not high)“You prefer smoking or non-smoking?”“King bed or twin?”与客人确认预定细节。“XXX先生，您将入住XX晚，XX号退房，是吗？”“您订的是豪华房，不吸烟，一张大床，对吗？”（在入住率不高的情况下）“您需要吸烟还是不吸烟的房间？”“一张大床还是两张床呢？”9. Assign the room. Assign the room according to 32、guest preference in special service.Always give options, if you cannot offer the room that guest prefer.Do not forget to up sell the rooms and packages.分房。根据客人喜好分配房间。在你无法满足客人需要时，尽量给客人提供选择。别忘了推销更高一级的房间和套餐服务。10. Print out registration card.If its the first time that the guest stays with us, obtain bus33、iness card from guest by saying “Mr._, may I have your business card? Then I can fill in the registration card for you. I only need your signature here.”If guest is return guest, you should say “May I have your signature please, Mr._?”打印入住登记卡。如果客人是第一次入住酒店，尝试向客人索取名片“XXX先生，可以给我一张您的名片吗？那么我就可以帮您填写登记卡，您只34、需签个名就可以了。”如果客人是回头客，你应说“请在这签名。”11. Ask for deposit.“Mr._ how would you like to settle your bill?”(If settled by credit card)“May I have your credit card, please?”(If settled by cash)“I need XXX for deposit, Mr._.”“Mr._, this is the receipt of your deposit, please keep it and return to us upon checkin35、g out.”索取押金。“XXX先生，退房时您选择用怎样的方式结帐呢？”（如果用信用卡）“可以用一下您的信用卡吗？”（如果用现金）“我需要XX钱作押金，XXX先生。”“XXX先生，这是您的押金条，请收好并在退房时交还给我们。”12. Confirm c/o time with guest.“Mr._, what time will you be checking out on XXX?”确认退房时间。“XXX先生，请问您XX号准备几点退房呢？”13. Present key holder to the guest.“Mr._, your room is on XX floor, non-smo36、king and king bedded! This is your room rate (use your hand to point out), plus 15% service charge. Breakfast is inclusive in our coffee shop (use your hand to show the guest where is the coffee shop) from 6:30 to 10:30.”“The rate is for accommodation only. But for your information, our coffee shop 37、serves American Breakfast from 6:30 to 10:30.”将房卡给客人。“XXX先生，您的房间在XX楼，非吸烟大床房。您的房价在这（用手指出），加15的服务费，包含咖啡厅早餐（用手指示咖啡厅位置），从6:30到10:30。”“房价没有包含早餐，但酒店咖啡厅提供美式早餐，从6:30到10:30。”14. Wish guest would have a pleasant stay. “Thank you, Mr._, my colleague XXX will show you the room. Enjoy your stay.”(If guest has no38、 luggage)“Thank you, Mr._, elevator is over there. Enjoy your stay.”预祝客人入住愉快。“谢谢您，XXX先生，我的同事XXX会送您到房间。入住愉快。”（如客人无行李。）“谢谢您，XXX先生，电梯在那边，入住愉快。”SUBJECT : CHECK OUT GUESTWhen the guest approach FD counter to check out, the following procedure should be processed.当客人来到前台退房，根据以下操作程序进行。1. Greet guest.“Good 39、morning/afternoon, Sir/Madame. Checking out?”问候客人。“早上好，下午好，先生，小姐。退房吗？”2. If answer is yes.“May I have your room number please? And may I have your room key back?”(Once know guests name, please address guest by surname.)如答是。“请问您的房号？我可以收回房卡吗？”（一旦从系统中得知客人的姓名，要称呼客人的姓氏。）3. Ask mini bar consumption.“Mr._,40、 is there any last minute consumption from mini bar since last night?”询问迷你吧消费。“XXX先生，从昨晚到现在有迷你吧消费吗？”4. Present bill to guest.“Mr._, this is your bill, please double check. If it is correct, may I have your signature here please?”(Show the guest the place to sign.)向客人出示帐单。“XXX先生，这是您的帐单，请确认。如果没有问题，请在这41、签名。”（给客人指出签名位置。）5. PCR program(If you notice the guest is not a PCR member, introduce the program and enroll guest.)“Mr._, would you like to join our Priority Club? It is a Frequent Traveler Program worldwide. Once you are our member, if you spend 1 US dollar in the hotel, you may get 10 points or 242、.5 miles. It is totally free and no black out date. I only need your business card for enrollment.” 优选俱乐部会员计划。（如发现客人仍未是优选俱乐部会员，向他介绍这项计划并邀请加入。）“XXX先生，您希望加入我们的优选俱乐部吗？这是洲际酒店集团全球性的常客计划。您一旦成为我们的会员，您在酒店每消费一美元，便可获得10个积分或2.5个飞行里程。这项计划完全是免费加入的且无限期。您只要给我一张您的名片便可加入了。”6. Ask for payment.“Will you use the same c43、redit card to settle your bill?”or “Will you use cash to settle your bill?” (I should refund XXX to you.)结帐。“请问您还是用同一张信用卡结帐吗？”或“请问您是用现金结帐吗？”（我要退回XX钱给您。）7. Safety box.“Is your safety box empty in your room?”“Please make sure everything is with you.”保险柜。“请问您房间的保险柜还有任何东西吗？”“请拿好随生物品。”8. Ask guest stayin44、g experience.“How was your stay with us, Mr._?”(If answer is positive.)“Thank you, Mr._. So when will you be back?”(If guest tells you he/she has the reservation with us for his/her next visit, retrieve the reservation and give guest confirmation number.)(If guest will be back and no reservation, ma45、ke one for him and give confirmation number.)(If guest tells you he/she is going to another city, check with guest whether he/she need us to book our sister hotel in that city, and take action accordingly.)“Would you like me to book our sister hotel in Shanghai for you?”询问客人入住经验。“住得还好吗，XXX先生？”（如果回答是46、肯定的。）“谢谢您，XXX先生。那么您什么时候再次光顾呢？”（如客人说已经做好了下次的预定，找出预定并告知确认号码。）（如客人尚未预定，为他预定并告知确认号。）如客人说他要到别的城市，问客人是否需要帮他预定我们的姐妹酒店。“请问您是否需要我帮您在上海预定我们的姐妹酒店呢？”(If answer is negative.)“Thank you to let us know. I will tell my manager personally. Sorry about any inconvenience caused to you.”（如回答是否定的。）“谢谢您通知我们，我将告诉我的经理，非常抱歉47、给您造成的不便。”9. Pass bill to guest.If guest needs Fa Piao, then put Fa Piao and guest bill in Thank You envelop, give to guest with both hands.将帐单给客人。如客人需要发票，将帐单及发票一起放入信封，双手递给客人。10. Ask the guest if he needs bell service for his luggage and transportation.“Mr. _, shall I call a bell boy to collect your 48、luggage? Would you like me to arrange transportation for you?”询问客人是否需要我们的行李生帮他拿行李及订车。“XXX先生，需要帮您拿行李吗？需要帮您安排车吗？”11. Introduce yourself to guest.“I am _, if you need any help in the future, you may contact me or my colleagues. We will be happy to serve you.”介绍自己。“我是XXX，以后有需要，您可以联系我或我的同事，我们将很乐意为您提供服务。”49、12. Bid farewell to guest.“Thank you for staying with us, Mr._. Hope to see you soon.”“Have a nice day!”, “Have a nice trip home!”, or “Have a safe trip!” 告别客人。“感谢您入住我们酒店，XXX先生。希望您再来。”“祝您愉快。”，“旅途愉快。”或“预祝您有个安全的旅程。”SUBJECT : GROUP CHECK IN1. Find out group resume from file. Read it carefully, especial50、ly guests information, ETA, check-in arrangement and billing instruction. 从文件夹中提取团队资料。仔细阅读，特别是客人信息，到达时间，入住安排和结帐方式。2. Open group master folio, double check charge routine according to billing instruction.打开团队MASTER FOLIO，根据结帐方式再次确认MASTER FOLIO中的收费路径。3. Pre-block rooms and inform HSKP to clean up as s51、oon as possible.预先安排房间，通知客房部尽快打扫。4. Prepare keys for vacant rooms (Note: do not prepare keys for occupied rooms to avoid double check in). Print out group arrival summary report (Note: rooms in total and rate must be on report) and keep it with room keys.准备空房的房卡。（注意：不可以准备被占用房间的，以防止双重入住）。打印团队到达报告（注意：52、报告中应有全部房间数及房价），并和房卡放在一起。5. Group room status should be monitored regularly to ensure all rooms are ready before group arrival.时刻留意房态，确保在团队到达前所有房间处于可卖状态。6. Name list with passport and visa number or ID number should be provided by travel agent or company in advance. If we dont have, when group arrive53、s, obtain it from organizer for express check in. Otherwise each guest should approach Front Desk individually for registration.领队或其公司应预先提供客人名单，护照，签证号码或身份证号。如无，当客人到达时，向组织索取以便快捷入住。否则，客人需要亲自到前台办理入住手续。7. Communicate with organizer for charges that wont be covered by travel agent or company and get depo54、sit for these charges.于组织者沟通，确认不由旅行社或公司支付的费用的付费方式。并对此部分收取押金。8. Obtain signature of organizer on in-house group information form thereby confirming the check-out time, baggage-handling instructions, wake-up call arrangements and any other special requests.组织者在入住团队资料表上签名，确认退房时间，行李交接，叫早服务和其他特别需求。9. Giv55、e room keys.发放房卡。10. Update necessary information in system and distribute in-house group information form with arrival summary report to the concerned departments.在电脑系统里输入必要的资料。分发入住团队资料表及到达报告到相关部门。11. Keep original copy of report and name list in the Registration Card folder of smallest room number56、 in the group.保留原始报告和客人名单在最小的房号文件夹中。SUBJECT : GROUP CHECK OUT1. Greet group guests and organizer.问候客人及组织者。2. Ask tour guide name of the group. Inform HSKP group check-out. Retrieve in-house groupinformation form.和团队导游确认团名并通知客房部退房。获取入住团队资料表。3. Check information in master folio and individual folio ca57、refully regarding payment.仔细查看团队主帐单及每个客人帐单的付费情况。4. Cooperation with organizer to get room keys back and check with guests mini bar consumption.协同组织者收回房卡，和客人确认迷你吧消费。5. Print out charges that are not covered by travel agent or company, and hand it over to organizer. Settle those charges with organizer58、s help.打印出不被公司或旅行社支付的费用的帐单给组织者。在组织者的帮助下完成结帐工作。6. Check outstanding charges regularly.检查尚未结算的费用。7. Print out bill of master folio and ask organizer to sign on it.打印主帐单，获取组织者的签名。8. Attach reservation fax, rooming list, all supporting bills with master bill. If master folio balance is zero, submit to A59、ccount, otherwise put all in c/o with balance drawer in back office for future reference.附预定传真，房号表及所有小单于总帐单。如主帐单平帐为零，交由财务部，否则放于前台退房未结帐文件夹以备后需。SUBJECT : PCR ENROLLMENTPriority Club Reward is a frequency traveler program of IHG, which is important for our hotel, because members represent a substantial60、 part of our repeat business.优选俱乐部会员奖励计划是洲际酒店集团的常客计划，对我们酒店非常重要，因为会员扮演着重要的回头客角色。To enroll a member, first of all, you should be prepared for several things.要邀请客人成为会员，首先你得有所准备。1. To be familiar with the program;Only when you are familiar with all the information of this program, then you can be able t61、o introduce all conditions and benefits to our guests, and to attract their interests to become our repeat guest.熟悉会员计划。只有当熟悉了此计划的所有信息，你方能向客人介绍所有的入会条件及会员优惠，让客人有兴趣加入并成为我们的回头客。2. Identify your enrolling target;You should know which type of guests are possible to be enrolled as our members, normally, f62、requent travelers requesting mileage, individual guests who is not tourist travelers, corporate guests, guest who traveling to or from a country where we have sister hotels, etc;熟知你选择的对象。你应当知晓哪种类型的客人有可能被邀请加入我们的会员。通常是经常旅行并希望获取飞行里程的客人，非旅行社客人，公司客及有我们姐妹酒店的国家来或去的客人。3. Deliver what youve promised to the n63、ewly enrolled members, which is very important to both our guests and our hotel. It is the time for you to help hotel to build up credit and image, and keep guest loyalty to hotel. 向新加入的会员送达我们的承诺，对酒店和新会员都尤为重要。这是帮助酒店建立信誉和提升形象的良机并保持客人对酒店的忠诚。How to enroll a member?如何邀请客人加入会员？1. Ask guest if he/she is o64、ur Priority Club member;询问客人是否优选俱乐部的会员。2. Show guest the brochure and introduce the benefits, do not list all the benefits, emphasize the most attractive benefit to guest to draw his/her attention;让客人浏览会员手册并介绍会员所享有的优惠，只需强调最吸引客人的方面，引起其注意。3. Ask guest if he/she wishes to enroll; 询问客人是否愿意加入。4. Ask for 65、guest name card to help guest to fill the form to reduce the burden, do not let guest feel trouble to fill the form;向客人索取名片以便帮助客人填写会员申请表以减少客人的负担。5. If guest is hesitated, do not try to push guest to enroll, give guest one brochure and suggest him/her to read it first;如果客人犹豫，不要强加。附送会员手册，建议客人先了解此计划。6.66、 Make sure follow up all the benefits which guest entitles to enjoy, like welcome fruit plate and newspaper, etc;确认跟进所有会员优惠，例如果盘，报纸等。7. Key in guest membership number into guest current folio and also guest history mast. (If he/she has.)在电脑系统中输入客人的会员号。客史中也需输入。8. Double check the enrollment form, mak67、e sure guest name, address and airline membership number are clear and correct before you pass the form to RSVN.再次确认申请表上客人姓名，地址和航空公司会员号清晰，正确，然后交由预定部。Remember: 80% of our guests think the benefits and recognition they received are more important than the points and mileage;记住：80的客人认为他们得到的优惠和被认知比起积分和里68、程更为重要。Make sure: you deliver what you have promised to our guests.确保：你送达对客人的承诺。SUBJECT : MAKE A RESERVATIONActuality of reservation is very important, it can help to control room inventory, and also affect guests checking in experience. When Front Desk Agent makes a reservation for guest, the follow69、ing procedure should be done.预订的正确性十分重要，它有助于控制酒店房间，也影响到客人入住经历。如前台员工为客人作预订，应例行如下：1. Telephone was answered within 3 rings.三声内接听电话。2. Greet guest.“Good evening, Front Desk, this is XXX, how can I help you?”问候客人：“晚上好，这是前台，我是XXX，请问有什么能帮到您？”3. Confirm checking in and checkout date. Check room inventory.确70、认入住及退房日期。查看房情。Guest: “I want to make a reservation.”客人：“我想作个预订。”Staff: “How may I address you, sir?”员工：“我怎样称呼您呢，先生？”Guest: “This is Steven Brown.”客人：“我是STEVEN BROWN。”Staff: “Mr. Brown, are you our Priority Club member?”员工： “BROWN先生，请问您是我们酒店优选俱乐部会员吗？”Staff: “Did you stay in our hotel before? And may 71、I have you checking in and checkout date.”员工：“以前有住过我们的酒店吗？ 请问何时入住和退房呢？”(Ask whether guest is return guest, in order to find out which price has been offered before and also guests preference.)（看客人是否有客史，根据客史资料找出以前提供的房价，以及客人的喜好。）Guest: “Check in on XXX and check out on XXX.”客人： “我将在XX入住， 在XX退房。”(Front72、 Desk Agent must listen carefully about checking in and checkout date. Then check room inventory properly.)（前台员工需仔细聆听入住时间，退房时间。查看房性。）If no room available,如果没有房间Staff: “Sorry, Mr. Brown hotel is fully booked on XXX. Would you like me to put your reservation in waiting list or would you like me to rec73、ommend another hotel for you?”员工：“对不起， BROWN先生，在XX天房间已预订满了。您愿意我们把您的预订放在等候名单吗？ 或者推荐其他酒店给您？“(Remember: PCR platinum members booking is 72 hours guarantee booking.)（记住： 白金卡会员如提前72小时预订，酒店必须提供房间）If guest would like you to put his reservation in waiting list, the reservation details should be taken down.如74、客人愿意被列入等候名单， 我们要记下详细的资料。4. Recommend room and quote price.推荐房间并报价。If rooms are available,如果有空房，Staff: “Mr. Brown, will you travel alone?”员工：“BROWN先生，您一个人入住吗？“(Ask this question, in order to recommend proper room type according to guest needs.If travel with family, deluxe room above category should b75、e recommend.)（根据客人需要安排适当的房间。如果和家人入住，我们则推荐豪华房以上的房型。）Staff: “We have superior room, deluxe room and suite, which kind of room would you prefer?”员工：“我们有高级房，豪华房，套房，您喜欢哪种呢？”(To be ready for being asked difference between different room category and selling price. Dont forget upselling.) （准备好被客人询问各个房间的不同之76、处及房价。 记住推销高等级的房间。）5. Make reservation in system.在电脑里作预订。(Double confirm the spelling of guests name, ensure it is correct.)（确认客人姓名拼写正确。）6. Guarantee booking and obtain contact number.担保预订并提供确认号。Staff: “Mr. Brown, may I have your checking in time?”员工： “BROWN先生，请问您几点入住酒店呢？”Staff: “Mr. Brown, may I sug77、gest you to guarantee your booking, as hotel occupancy is high on XXX.”员工：“BROWN先生，因为住房率比较高，所以我建议您担保您的预订。(Explain meaning of guarantee booking.)（向客人解释什么是担保预订）Staff: “Mr. Brown, your booking is guaranteed, if you are no-show on XXX, one night room rate will be charged to your credit card as penalty. 78、If you would like to change your reservation, hotel should be informed 24 hours in advance.”员工：“BROWN先生， 您的预订已被担保，如果当天您未到，我们会从你的信用卡收取一晚的房费。如果你的预订有变动，请在您原定入住日前24小时通知酒店。”Staff: “May I have your contact number, Mr. Brown?”员工：“请留下您的联系电话，BROWN先生.”7. Offer transportation service.提供接送服务Staff: “By the way, 79、Mr. Brown, would you like us to arrange pick up service for you?”员工：“另外，BROWN先生，您需要我们为您提供接机服务吗？”Staff: “For the transportation service, fax and credit card guarantee are required. Once we received your fax, our Concierge will contact you for arrangement.”员工： “有关接机服务，我们需要您通过传真预订和信用卡担保。一旦我们收到您的传真，我们礼宾80、部会尽快和您联系安排接机事宜。”8. Close selling.结束卖房。(Repeat guests reservation.)（重复客人的预订。）Staff: “Mr. Brown, may I repeat your reservation details?You will be checking in on XXX, and checking out on XXX. Non-smoking and king bedded deluxe room for you. The price is RMBXXX per night including daily breakfast. No t81、ransportation requirement. The confirmation number is XXX.”员工： “BROWN先生，我为你复述一下您的预订，您在X月X日入住，X月X日退房，不吸烟一张大床的豪华房，房价是XX一晚，包一份早餐。您不需要接机服务。您的确认号是XXX。”(Provide hotel address: Our hotel is located in Overseas Chinese Town, opposite to Window Of The World.)（提供酒店地址给客人: 我们酒店座落于华侨城，世界之窗对面。）9. Thanks for the r82、eservation.谢谢客人来电。Staff: “Thank you for choosing Crowne Plaza Shenzhen, Mr. Brown. See you on XXX.”员工：“谢谢您选择深圳威尼斯皇冠假日酒店， BROWN先生，X月X日见。”SUBJECT : GROUP INFORMATION CHECKRegistration card is the contract between hotel and guest, it must be able to provide the necessary information. When you update th83、e registration card in the Lanmark system the following information should be considered. 入住登记卡是酒店和客人之间的合同，它必需能够提供必要的信息。当在LANMARD系统中更新登记卡资料的时候，下列各项信息应该被考虑其中。1. Guests full name on passport or ID, including English and Chinese. Guests gender.客人在护照或身份证上的全名，包括英文名和中文名。客人的性别。2. Guests passport or ID numb84、er, date of birthday, VISA type, number and expire date.客人在护照或身份证号，生日，签证种类，签证号码，签证有效期。3. Nationality or area, language. 国家或地区，语种。4. Room number and folio number, market code and source code.房间号码和确认号，MARKET CODE及SOURCE CODE。5. Accurate number of guests, VIP status. 准确的客人数及VIP级别。6. Room rate and benef85、its. (Especially breakfast is inclusive or not.) 房价和享有的优惠。（特别是包不包括早餐7. Method of payment. (Attach voucher at the back of registration card. Attach credit card imprint in the middle of registration card. If guest pays cash, amount and king of currency should be indicated on registration card.) 付费方式。（86、在登记卡的背后附上 凭单。在登记卡的中央附上信用卡单。如果客人付现金，数量及币种应在登记卡上标明。）8. Contact number and email address. (Update in AddRemarks.) 联系电话和EMAIL地址。（更新在备注中）9. Guest preference. e.g. smoking, non-smoking, king bed, twin bed, sea view, park view etc. 客人的喜好。（如；吸烟，非吸烟，大床，双床，海景房，园景房等等）10. Check out date. (Update check out time 87、in the TravelInf, if you got from guest upon c/i.) 退房日期。（如果在客人入住获取了客人的退房时间须在TravelInf中登记）SUBJECT : FREE ROOM UPGRADE1. Upgrades may occur when a room type reserved is not available due to high occupancy. Front Desk Agent offers guest the next room category and fixes the room rate. Upgrades should on88、ly be happened during peak season. It is the responsibility of all Front Office staff to sell rooms according to room types available for sale. 升级可能发生在高住房率时不能提供客人所定的房型。 前台员工给客人提供高一等级的房间并锁定房价。升级房间只应在旺季时发生。前台员工有责任按房间类型来销售房间。2. Guests who are upgraded due to high occupancy should stay in the same room 89、for the full length of stay in order to minimize inconvenience for them. Recommend upgrade one or two nights stay guest or paying high rate guest.由于高住房率，被升级的客人在其居停期间应被保证入住同一间房，以最小化为其带来的不便。建议为停留一至二天的客人或付高房价客人提升房间等级。3. Director of Sales, FOM, AFOM and Reception Manager may approve upgrade at any time 90、for certain reason. 销售总监，前厅经理，前厅副经理和接待经理有权批准升级。4. Any upgrade to suite, Director of Sales, FOM, AFOM and Reception Manager must be consulted before making upgrading.任何升级到套房的情况，必须告知销售总监，前厅经理，前厅副经理和接待经理，并与之协商。5. If the hotel is short of rooms, AFOM, Reception Manager and Assistant Manager should discu91、ss with the Front Office Manager to decide on which guests should be upgraded. Preference lies with VIP and very regular guest.如果酒店房间不足，前厅副经理，接待经理和大堂经理应同前厅经理讨论并选定哪些客人应该被升级。通常会选择贵宾和常客。6. Front Desk Agent must obtain approval from FOM, AFOM or Reception Manager.前台员工必须获得前厅经理，前厅副经理和接待经理的批准。7. All upgrad92、es should be done according to the authorized executives with explanations on the upgrade. I.e. force upgrade due to no room available; upgrade per DOS as guest is Managing Director of a big company.所有房间的升级必须获得授权并附上说明。（被迫升级因没有能提供的房间，销售总监批准升级房间，因客人为大公司管理总监。）8.All Front Office staff should take note t93、hat upgrade to next room category could be done for platinum level of Priority Club member. 所有前厅部员工可以将优先俱乐部白金卡会员房间升级至下一种房型。SUBJECT : HOUSE USE AND COMPLIMENTARY ROOMHouse use and complimentary room do not generate revenue for hotel. Both house use and complimentary are subject to pre-arrangement and94、 must get approval from GM with official form.自用房和免费房不为酒店创造 收入。两者都需提前安排并得到总经理的书面确认。1. All complimentary room guests and house-use staffs must go through F.I.T. check-in procedure.所有免费房及自用房需办理入住手续。2. Booking source of house use guest folio should only be under “Crowne Plaza Shenzhen”.自用房的定房来源只应是“深圳威尼95、斯酒店”。3. Reason of house use or complimentary room must be input in the AddRemarks, also special market code is required.提供免费房和自用房的原因必须在电脑中备注，并使用相应的MARKET CODE。4. A complimentary form should be filled out and approved by GM, details are as following:应正规填写免费房申请单并经总经理批准，内容包括以下：a) Guest name 客人姓名b) Peri96、od of stay 入住天数c) Reason of house use or complimentary 使用自用房或免费房原因d) GM approval signature 总经理签名5.Make copy of the correspondence of the booking and attach on the back of registration card as supporting document.复印相应的预定信函，并附在登记卡的背面以做说明。SUBJECT : ROOM CHANGETwo kinds of room change: live move and dea97、d move.两种类型的换房：LIVE MOVE 和 DEAD MOVE。Live move-change of room with guests presence.Live move是更换房间时客人在场Dead move-change of room without guests presence.Dead move是更换房间时客人不在场How to arrange room change: 该如何安排房间的更换：a) Identify guests need.识别客人的需要。b) Reach agreement with guest. It is possible let guest se98、e the room first.与客人达成协议。尽可能在换房前安排客人看房。c) Confirm rate, date and time of room change.确认换房的房价，日期和时间。d) Confirm type of room change, live or dead move.确认房价更换的类型，LIVE MOVE或 DEAD MOVE。1. Live move换房时客人在场a) Confirm room is vacant clean and ready.确定房间是干净的空房并处于可卖房状态。b) Confirm guest is in room at appointed99、 time.在约定的时间确定客人在房。c) Raise “Room/Rate Change Form”.填写“房间/ 房价更换登记卡”。d) Prepare new key folder and issue new room key.准备新的欢迎卡和房卡。e) Time stamp the “Room/Rate Change Form”.在“房间/ 房价更换登记卡“上打印时间。f) Pass the form, room key and folder to Concierge, and ask the bellboy to sign on the form.将换房登记表，房卡和欢迎卡交由礼宾部100、，并且获取行李员在换房登记表上的签字。g) Inform HSKP and Service Center about room change.将有关房间的更换告知客房部和客户服务中心。h) Update computer record of room change/rate change.在电脑中更新房号及房价。i) When room change is physically done, bellboy will return the original form and distribute the copies to HSKP, Concierge and Service Center. 101、当换房结束后，行李生将会按照要求分配相应的表格给客房部，礼宾部和客户服务中心。j) Attach “Room/Rate Change Form” with registration card, and put registration card in new room RC folder.附 “房间/房价更换登记卡”于入住登记卡上，并且巴登记卡放入新房间的文件夹中。2. Dead move换房时客人不在场a) Confirm with guest the room change will be done without guests presence.和客人确认我们会在客人不在房间的情况下为其102、换房。b) Remind guest to full pack his/her baggage and clear safety box before leaving hotel.提醒客人在离开酒店前将行李收拾好并将保险柜中的物品清空。c) Raise “Room/Rate Change Form” and mark down “Dead Move” on the form.填写“房间/房价更换登记表”并注写”DEAD MOVE”。d) At appointed interval of time, check with HSKP if baggage in room is fully pack103、ed.在预定的换房时间，同客房部确认房间的行李已经收拾妥当。e) Prepare new key and folder, put in basket at Front Desk for guests collection after coming back.准备新的房卡和欢迎卡，置于前台指定的篮中，以便客人回来后获取房卡和欢迎卡。f) Time stamp the “Room/Rate Change Form”.在“房间/房价更换登记表” 上打印时间。g) Pass the form to Assistant Manager for dead move.将表格交给大堂经理。h) Inform 104、HSKP and Service Center about room change.将有关房间的更新告知客户部和客户服务中心。i) Update computer record of room change/rate change.在电脑中更新房号及房价。j) Bellboy will move guests baggage in presence of Assistant Manager and Security Supervisor.行李生将在大堂经理及保安主管在场的情况下为客人搬运行李。k) When room change is physically done, bellboy wil105、l return the original form and distribute the copies to HSKP, Concierge and Service Center.当换房结束后，行李生将会按照要求分配相应的表格给客户部，礼宾部和客户服务中心。l) Attach “Room/Rate Change Form” with registration card and put registration card in new room RC folder.附“房间/房价更换登记表”于入住登记卡上，并且把登记卡放入新房间的文件夹。SUBJECT : EXTRA BEDThe charg106、e for extra bed is as follows:房间加床收费标准：RMB 166+for normal floor 普通楼层RMB 250+for crowne club floor 行政楼层Baby cot is placed in room on a complimentary basis upon guest request.在客人要求的基础上，可在房间免费加婴儿床。In each guest room, only one extra bed or one baby cot is to be placed.每个客房只允许加一张床或一张婴儿床。No extra bed is t107、o be placed in the crowne club suite. Otherwise, a connecting room (which is chargeable) is to be suggested to the guests.行政楼层套房不允许加床。否则，建议客人选择连同房。1. Upon request for extra bed or baby cot, the Reservation or Front Office staff will inform guest the charge. If guest agrees, then leave a trace and Ad108、dRemarks in guest folio on guest arrival date.当客人要求在房内加床或加婴儿床时，预定部或前台员工需与客人确认收费。经客人同意后，在系统的TRACE及ADDREMARKS 中注明。2. Double confirm with guest for extra bed or baby cot and price upon check in, if guest still needs it, change the room rate in the system and obtain guest signature beside the room rate.109、 当客人办理入住时，需再次确认是否需要加床或婴儿床，及其费用。如无异议，在系统中更改房价。并在房价旁获取客人签名。3. Inform HSKP for placement.通知客房部加床。4. Update AddRemark for the reason of room rate amended.在系统中更改房价后，在ADDREMARKS中注明原因。If the booking is from travel agent and extra bed charge is not inclusive, Front Desk staff will share guest folio, add ext110、ra bed charge in the new folio and indicate POA.当预定来自旅行社，加床费用由客人自付，前台员工需分出另一个FOLIO，并注明加床费由客人自行支付。SUBJECT : LATE CHECK OUTHotel standard check out time is 12:00 noon. Priority Club members are entitled late check out till 14:00 hours without any charge, and all Executive Floor guests are entitled lat111、e check out till 16:30 hours. Both are subject to room availability.酒店的退房时间为中午12点。如当日房情允许，优选俱乐部会员，可延迟到下午两点退房。入住行政楼层的客人，可延迟到下午四点半退房。All late checkouts after 13:00 hours should be approved by Front Office management staff.所有超过下午一点钟之后的退房，都必须获得前厅部经理级员工的同意。For FIT guests:散客：RMB150 plus 15% service charge112、 per hour for LCO.按每小时150元加15服务费收取。If guest late checks out between 12:00 hours to 18:00 hours, and LCO fee is more than 50% of actual guest paying rate, then charge 50%.客人在中午12点至下午6点之间退房，如延迟退房费用已超出房间半价收费，按半价房费收取。If guest late checks out after 18:00 hours, charge 100% of actual guest paying rate.客人退113、房时间超出下午6点，需按一天房费收取。For T/A guests:旅行社客人：RMB150 plus 15% service charge per hour for LCO.按每小时150元加15服务费收取。If guest requests late check out, the following procedure should be processed.如客人要求延迟退房，应按以下程序办理：1.Upon check in, the departure time of the guests is to be confirmed. If the request for a late de114、parture is not updated in the system by Reservation, the Front Desk staff will advise guest of the late check out charge, where applicable. If a complimentary late check out is extended, this privilege must be informed to the guest.办理入住时应与客人确认离店时间。如果预定部没有标注客人延迟退房的要求，前台员工应告诉客人关于延迟退房的收费情况。如果是免费延长退房时间，115、应告诉客人所享有的特殊权益。2. If a late check out has been confirmed to guest upon reservation, the Front Desk staff will reconfirm the departure time.当客人延长退房的要求在做预定时已得到确认，前台员工在办理入住时应再次确认。3. Once the departure time is confirmed, late check out requirement should be input in AddRemarks in guest folio.一旦确认离店时间，延迟退116、房应标注在系统的ADDREMARKS中。a) FOC LCO at (time) a/p (initials of authorized person).免费延迟退房至XX时，授权人XXX。b) Or charge (50% or 100%) for LCO at (time) a/p (initials of authorized person).或收取XX，延迟退房至XX时，授权人XXX。4. Then update check out time in TvlInfo.将退房时间标注在系统内的TVLINFO。 SUBJECT : EXTENSION1. FIT散客a) Double con117、firm guests name and room number.确认客人的姓名和房号。b) Ask guest check out date. 询问客人退房日期。c) Check room inventory, if there is room available, update check out date in the system.(If room inventory is not allowed for extension, inform guest and try to make a booking for guest in another hotel.)确认房情，是否允许延住。在118、系统中更改退房日期。（如房情不允许延住，告诉客人并帮助客人预定另一间酒店。）d) Check deposit to ensure it is sufficient for whole stay. If not, inform guest for another kind of payment.确定有足够的押金。如果不够，需联系客人更改其他方式支付。e) Make a new key. Before giving to guest, verify guests identity.在给出新的房卡前核实客人身份。2. Travel Agent Booking旅行社定房a) Double confir119、m guests name and room number.确定客人的姓名及房间号码。b) Ask guest check out date and check room inventory.询问客人退房日期，确认房情。c) If guest would like to pay to travel agent, the travel agent fax is a must. Otherwise rack rate or promotion rate should be quoted for extension.(Note: no travel agent fax, no travel agen120、t rate)如果客人希望房费继续由旅行社支付，需收到旅行社的传真，否则，应告知客人全价或推广价。（注：没有旅行社的传真，就不能给旅行社房价。）d) If guest agrees to pay rack rate or promotion rate, settle charges to travel agent first, then change room rate in guest folio. Leave clear instruction in AddRemarks.如果客人同意支付全价或推广价，应先结掉旅行社支付的费用，之后更改房价，并在系统ADDREMARKS注明。e) Chec121、k deposit to ensure it is sufficient for whole stay. If not, inform guest for another kind of payment.确定房间的押金是否足够，如果不够，需联系客人用其他方式支付。f) Make a new key. Before giving to guest, verify guests identity.在给出新的房卡前核实客人身份。3. Booking of All Charges or Part of Charges to Company 公司付所有费用或部分费用Follow steps for FI122、T guest. Pay attention on deposit, if no company fax for extension payment, guest should provide method of payment by himself.参照散客延房程序。注意押金支付情况，在没有收到公司传真并得到担保前，需先由客人支付押金。The FDA must update the departure date in system and Registration Card, and advise HSKP of the extension of guests stay.前台员工需在系统中更123、改离店日期和在入住登记卡上修正，并通知客房部延房。SUBJECT : CANCELLATIONGroup:团队：1. Cancellation of group bookings must be made 72 hours prior to the date of arrival.取消团队预定，必须在入住前72小时通知。2. Vendors can imply these only through email, official fax, and letter. Hotel personnel handling cancellation through any medium has to ve124、rify the identity of the vendor, and note the reason for cancellation.仅可通过电子邮件，公司传真或信件通知取消。酒店职员将会在确认订房方身份后取消预定并注明原因。3. In the event of cancellation or no show that contradicts with hotel policy, the hotel reserved the right to impose 1 night room charge based on contracted rate.如不符酒店规定中途取消或者没有入住，酒店有125、权按协议价收取一晚房费。4. If Front Desk staff receives the cancellation requirement that is less than 72 hours prior to the date of arrival, vendors should be informed about cancellation or no show charge. 如果前台员工得到取消预定的消息少于72小时，订房方将被通知有关取消预定或没有入住所应支付的费用。5. Front Desk staff should inform reservation and sales m126、anager who is in charge this group about any changes.团对如有任何更改，前台员工需立即通知销售部及预定部。Guaranteed FIT Bookings:有担保的散客预定：1. Cancellation of FIT bookings without charge must be made 24 hours or 1 day prior to date of arrival. 提前24小时取消订房，免收费。2. Change of dates of FIT bookings can be made anytime prior to the d127、ate of arrival. In the event of high occupancy or full house on the date of change, guest may be charged at a different room rate for that particular duration of stay.散客订房如需更改，需在入住日期前通知。如客人更改在高住房率或满房的情况下入住，有可能由此而支付不同的房价。3. Guest may inform hotel through fax, letter, email or phone for any cancellati128、on and change of dates. Hotel personnel handling cancellation and changing dates of reservation has to note down the reason.客人可通过传真，信件，电子邮件或电话等方式取消预定或更改入住日期，酒店酒店员工应注明原因。4. Cancellation and no show charges of room reservations are charged at 1 night room rate plus taxes. Guestalso has to bear all cha129、rges incurred for any prior requested special arrangements (e.g. airport pickup, flower arrangements etc.) due to cancellation of room reservations.取消或没有入住的预定，都将按规定收取一晚房费。客人同时也要承担事前特殊安排所产生的费用。（如：接机，鲜花预定等。）For guaranteed FIT bookings there are exception for cancellation:有担保的散客预定，在取消预定中也有例外：1. 14 Days130、 Purchase Rate:提前14天定房：l No change.不能更改。l Cancel or no-show, charge the penalty for entire stay.取消或没有入住，按预定天数收取所有房费。2. 5 Days Purchase Rate:提前5天定房：l Within 5 days in advance to amend the schedule.提前5天可更改入住日期。l No cancellation , or first night room rental as penalty.不可取消预定，或支付第一晚房费。3. Weekend Special131、:周末特价：l No cancellation , or first night room rental as penalty.不可取消预定，或支付第一晚房费。l Must stay over Sunday.必须住过星期天。SUBJECT : INCOGNITO CALL,SCREEN CALL AND DO NOT DISTURBWhenever a requirement for incognito or screen call is received from in-house guest, the following procedure must be gone through.当接到132、住店客人要求电话保密，或是要求过滤电话时，都必须按照以下程序操作。1. Incognito保密电话a)Double confirm guest name and room number.再次确认客人的姓名和房号。b)Verify the length of time of this service.核实这项服务所需时间长短。c)Input after guest name in the system.在电脑系统中客人姓名后输入符号。d)Inform Service Center immediately.立即通知客户服务中心。e)Anyone who looks for the guest sh133、ould be told that the guest is not staying at the hotel.任何来电或来访，都应告之无此客人。f)When the incognito call time is over, Service Center should check with guest whether he wants to extend the time. If not, delete in the system and concerned departments should be advised without delay.当客人要求电话保密的服务结束后，服务中心员工应于134、客人确认是否要延长该项服务时间。否则，将系统中的删掉，并立即通知相关部门。2. Screen Call过滤电话a) Double confirm guest name and room number. 再次确认客人的姓名和房号。b) Verify the length of time of this service. 核实这项服务所需时间长短。c) Input after guest name in the system. 在电脑系统中客人姓名后输入符号。d) Inform Service Center immediately. 立即通知客户服务中心。e) When anyone looks 135、for the guest, Service Center staff or Front Desk staff should verify callers name and check with in-house guest whether he would like to take this call. 任何来电或来访，服务中心员工或前台员工必须核实来电或来访者姓名，并询问住店客人是否希望接听此电话。f) If guest does not want to take this call, inform caller the guest is not in the room and sugge136、sted guest to leave message. 如客人不愿接听，告知来电或来访者客人不在房间，建议留言。g) Take down message and inform in-house guest.记下留言并告知住店客人。h) When the screen call time is over, Service Center should check with guest whether he wants to extend the time. If not, delete in the system and inform concerned departments.当客人要求电话过137、滤的服务结束后，服务中心员工应于客人确认是否要延长该项服务时间。否则，将系统中的删掉，并立即通知相关部门。3. Do not disturb请勿打扰a) Double confirm guest name and room number. 再次确认客人的姓名和房号。b)Verify the length of time of this service. 核实这项服务所需时间长短。c)Input after guest name in the system. 在电脑系统中客人姓名后输入符号。d)Inform Service Center immediately. 立即通知客户服务中心。e)Whe138、n anyone looks for the guest, Service Center staff or Front Desk Staff should inform caller that guest requests privacy and suggest guest to leave message.任何来电或来访，服务中心员工或前台员工应告知来电或来访者客人要求不被打扰，建议留言。f)Take down message and use message function in Lanmark to inform guest.记下留言，并利用LANMARK中的留言系统通知客人。g)Whe139、n the DND time is over, Service Center should check with guest whether he wants to extend the time. If not, delete in the system and inform concerned departments.当客人要求的请勿打扰服务结束后，服务中心员工应于客人确认是否要延长该项服务时间。否则，将系统中的删掉，并立即通知相关部门。SUBJECT : SLEEP OUT1. If in-house guest wishes to keep his room and sleep out140、, the guest should be suggested to inform Front Desk prior to his sleep-out date.如果住店客人希望在其外宿期间保留房间，应建议客人事先通知前台其外宿日期。2. Front Desk staff should ask if the guest requests to double lock his room. 前台员工应询问客人是否需要双锁其房间。3. When guest leaves, he is required to advise Front Desk so that his door will be dou141、ble locked after the room attendant has finished cleaning up his room.当客人离开时，应告知前台以便在客房服务员清洁房间后双锁房间。4. The double lock process will be done in the presence of Assistant Manager, Security Officer and Floor Supervisor. Testing of room attendants key will also be carried out to confirm that the door is142、 double locked. 大堂经理，保安员和楼层主管三方在场的情况下完成双锁过程。测试客房服务员的钥匙，确保房门已被双锁。5.The following departments should be notified:通知以下部门：a) Front Desk前台b) Service Center服务中心c) Concierge礼宾部d) Housekeeping客房部e) Assistant Manager大堂经理f) Guest Relations Officer客户关系员g) Security保安部6.Trace should be left in guest folio on gue143、st return date, so that Assistant Manager can release the double lock when he returns.在电脑系统中留TRACE，注明客人返回酒店日期，以便大堂经理在客人返回时为其解除双锁。7. After guest returns, the above departments should be informed. 客人返回后，应通知上述部门。Note: If sleep out rate is offered by hotel management staff, FDA must leave trace on leavi144、ng date and return date regarding amending room rate. 注：如果酒店经理级员工提供了外宿价，前台员工必须在TRACE里注明离开和返回的日期，以便提示修改房价SUBJECT : AUTHORIZATION OF ENTRY TO GUEST ROOMAll authorization of entry to guest rooms must be written and acknowledged by the in-house guest.所有进入客人房间的授权必须由住店客人签署并确认。1. When the in-house guest re145、quest for another guest (in-house or city guest) to be admitted to his guest room in his absence, the Front Desk staff must be ask the in-house guest to sign the Authorization Letter.当住店客人同意第三方（住店的或市内的客人）在其不在的情况下进入客房，前台员工必须要求住店客人签署授权书。2. In the Authorization Letter, the in-house guest must sign and 146、indicate his full name, room number, name(s) of guest(s) to be allowed entry to his room during his absence and date of request.在授权书中，住店客人需签注他的全名，房号。在他不在期间允许进入他房间的客人姓名和此项要求的日期。3. After guest signature is obtained on the Authorization Letter, the Front Desk staff must retrieve the registration card o147、f the in-house guest to ensure that both the signature on the Authorization Letter and that on the registration card is the same. If both signatures do not tally, Assistant Manager and security must be advised in a discreet manner immediately. The authorities will then be notified accordingly by Sec148、urity. This authorization must not be honored.在授权书上获得客人签名后，前台员工需确保签名与入住登记卡上的签名一致。如不吻合，应立即通知大堂经理和保安，采取谨慎的方式。此项授权将通报保安部，并不予执行。4. If both signatures tally, the Front Desk staff should leave AddRemarks in guests folio to indicate that the guest is not in the room, together with the instructions pertaini149、ng to the authorization of entry for the non-registered city guest(s) or other in-house guest(s).如果签名吻合，前台员工应在电脑系统的ADDREMARKS中备注：客人不在房间，授权第三方进入。5. The original copy of the Authorization Letter is kept with registration card for reference.原始的授权书应附于入住登记卡，以备查。6. If the guest calls from outside the hote150、l to make the arrangements for the entry of other guests to his room, a facsimile number must be obtained so that the Authorization Letter can be sent to him for acknowledge via fax.如果客人由外致电，要求安排其他客人进入其房间，员工应获取客人传真号码，以便将授权书传于住店客人并填写。7. After the Authorization Letter is signed and return to the hotel151、 via fax, the standard procedure should be followed. Both guests signature must be adhered.一旦经由传真获取签名后的授权书，应按标准程序执行。两位客人的签名都应齐全。SUBJECT : ADVANCE DEPOSIT1. Cash现金1) RMB 人民币l Calculate how much deposit should be collected from guest.(Usually total room rate charge plus RMB1,000 per night for incident152、als.) 计算从客人处收取多少押金。（通常是房费加1000元杂费每晚。）l After receiving RMB from guest, all notes should be scan by cash machine in front of guest to make sure no fake bill.当面将现金放入验钞机检验，确保没有假钞。l Fill in deposit receipt properly and obtain guests signature on it. 填写押金收据并让客人签名。l Give yellow copy of deposit receipts to153、 guest and inform guest to return it upon checking out for deposit refund.将收据黄联交给客人并告诉客人在退房时就收据交还以便退还余款。l After guest leaves, FDA must post in guests folio immediately; indicate amount and kind of currency on Registration Card.当客人离开后，立即将现金抛入电脑，并在入住登记卡上注明币种及金额。2) Foreign Currency 外币l Calculate how mu154、ch deposit should be collected from guest.(Usually total room rate charge plus RMB1,000 per night for incidentals.)计算从客人处收取多少押金。（通常是房费加1000元杂费每晚。）l After receiving foreign currency from guest, all notes should be scanned by cash machine in front of guest to make sure no fake bill.当面将现金放入验钞机检验，确保没有假钞155、。l Fill in deposit receipt properly especially kind of currency and obtain guests signature on it.填写押金收据并让客人签名。l Give yellow copy of deposit receipts to guest and inform guest to return it upon checking out for deposit refund.将收据黄联交给客人并告诉客人在退房时就收据交还以便退还余款。l Indicate kind of currency and amount in Pa156、y By column in guests profile and on Registration Card.在电脑系统PAY BY栏中输入币种及金额，同时在入住登记卡上注明。l Put foreign currency in envelope; write down guests name, room number, folio number and deposit amount on it. Seal and pass envelope to shift leader to put in safe box #30.将外币放入信封，并在信封上写上客人姓名，房号，帐单号和币种，金额。封好信封，157、将其交给领班放入30号柜。l Shift leader must fill in safe box #30 tracking list with receivers present. Both signatures are compulsory.领班必须和员工一起在30号柜登记本上登记并签字。2. Credit Card信用卡Hotel accepts VISA, Master, American Express, Dinners, JCB, Great Wall, Mu Dan Card, Long Card and Jin Sui Card.酒店可接受以下信用卡付款，VISA卡，MASTE158、R卡，美国运通卡，大莱卡，JCB卡，长城卡，牡丹卡，龙卡，金穗卡。Note: Yin Lian card cannot be used for deposit.注：银联卡不可用作押金。l Calculate how much deposit should be collected from guest.计算从客人处需要收取的押金金额。l Take credit card from guest, check expire date. Press authorization key and swipe the card on credit card machine. Key in correct 159、amount and wait till authorization has been approved. If authorization has been rejected, inform guest immediately and suggest guest to change another kind of payment.获取客人信用卡，检查有效期，在信用卡POS机上刷卡，输入正确授权金额。如果授权被拒绝，立刻告诉客人并建议客人更换其它方式交付押金。l Check signature on credit card, it should be as same as the one on160、 registration card.检查客人在入住登记卡上签字是否于信用卡一致。l Indicate kind of credit card, number and expire date in Pay By column in guests profile after checking in.登记入住后，在系统PAY BY栏内输入信用卡号码，有效期。3. Company Check公司支票l The Director of Sales and Marketing is responsible to list out the company names whose checks may be161、 accepted by the hotel, the listed company names should be submitted to DOFBS & ADOFBS for review and approval, the list must be updated once a month and distributed to Front Office.市场销售总监应负责列出可用支票付款公司名录并交由财务总监，副总监批准。每月应给前台一份更新的名录表。l For guests paying by company checks, if they are on the company na162、me list, the hotel will accept the checks, or the company checks wont be accepted. Special cases should be approved by DOFBS or ADOFBS.在名录表上的公司交付支票，可接收。否则不予接收，特殊情况需由财务总监或副总监批准。l The hotel will also accept company checks that are not on the list only if they make advance payments by checks at least f163、ive working days earlier to the expenses incurred.只有在提前5个工作日预付的情况下接受不在名录上的公司支票。l Guests are allowed to make payments by checks for meetings or banquets which have contracts with hotel catering sales, while the bills paid by checks must be signed by the concerned catering sales staff, who verify the 164、check is indeed from the company that has event with us, in case of return check, the concerned sales staff should assist on payment collection. Concerned Front office receptionists are responsible to follow up the outstanding payments for returned checks by bank because of written mistakes or uncle165、ar chops by receptionists, and catering sales staff will assist to follow the case. 如果客人与酒店宴会销签有协议，同意接受客人用支票支付，帐单上必须由宴会销售员工签字担保，一旦支票被退，宴会销售员工将协助追款。如出现书写错误，印章不清楚而导致退票，前台员工负责跟进，宴会销售也应提供协助。l When the Front office staff accepts the check, he/she must follow the check acceptance guide line, the staff mus166、t also double check the date, amount, payee, account number, chop and signature on the check, check not complied with the guide lines will not be accepted. At the same time, any accepted company checks must be recorded with the guests address, contact telephone number and ID number, then posted to t167、he related account and drop sate with the current days cash receipts. The minimum amount for accepting the check is RMB500.在前台员工接收支票时必须严格按照接收程序进行，员工必须检查日期，金额，付款方，帐号，印章及签字。不接收不符合支票程序的支票，同时所有可以接收的支票必须记录客人的联系电话，地址及证件号码。并将支票立即入帐，投入保险箱。支票最低接收额为人民币500。 Blanked checks are not allowed to be taken as deposit168、, special cases must be approved by DOFBS or ADFBS. 空白支票不得以任何方式作为押金，特殊情况必须由财务总监或副总监同意。 For payments by checks, if any refund need to be paid back to the guests, the handling staff must double check with the general cashier if the check has been cleared by the hotel bank. If the refund is within RMB1169、0,000, it will be paid out to the guest at reception. If the refund is over RMB10,000, refund should be submitted to Finance Department to process the payment.如果客人用支票付款，余额在人民币10000以下的，在前台员工与总出纳确认支票到帐后以现金方式退还给客人。人民币10000以上的，前台员工应填写申请表交由财务将余额退还到对方帐号内。4. Company Voucher公司挂帐单l After receiving company vo170、ucher, check details and its value.在接收到挂帐单后，应仔细检查细节和限额。l If only part of bill charge to company, please collect deposit from guest for other charges.如果公司只付部分帐目，其它费用的押金需由客人自己支付。l Indicate voucher value in additional remarks in guests profile.将挂帐单的限额输入系统中的ADDREMARKS中。l Staple voucher with registration171、 card and keep in registration card folder.附挂帐单于入住登记卡，存放于登记卡文件夹。SUBJECT : HANDLING OF FOREIGN CURRENCY AND COMPANY CHECK AS DEPOSIT1. When Front Office Agent or any recipient received foreign currency or company check as deposit, he or she must put the deposit in envelop with FD shift leaders presen172、t and seal envelop with recipients signature. Shift leader on duty has to keep the deposit in the safe #30.当前台员工接到外币或公司支票作为押金时，必须将外币或支票放入信封封好，交给前台领班并在封口处签名，当班领班应将其放入30保险柜。2. The following details have to be recorded in the deposit record book:在押金登记本上登记以下内容：Receive Date, Type of Deposit, Amount, Gues173、t Name, Room Number and Folio Number, Initial of Recipient and shift leader on duty.接收日期，押金种类，金额，客人姓名，房号，帐单号，当事人和当班领班签名。3. When deposit is withdrawn from the safe #30, shift leader on Duty has to ensure that the following details are recorded:当需要从30保险柜拿出押金时，当班领班必须登记以下内容：Hand over Date, Initial of Ta174、ker and shift leader on duty.日期，当事人，和当班领班签名。4. During each shift duty, shift leader is responsible for all foreign currency and company check deposit in the safe #30. 每班当班领班需对所有外币，支票押金负责。5. At the end of each hand over shift, shift leader has to ensure that all deposit in safe #30 physical amount ma175、tches what has been recorded. Both shift leaders must counter sign in the record book to acknowledge the amount handed over is correct during each hand over shift. If not, shift leaders should inform Reception Manager and Assistant Manager immediately当班领班要确认保押金与记录相符。交接班时，两班领班应确认交接金额是否正确并在交接本上签字。如果不正176、确应立即向接待经理和大堂经理汇报。6. During midnight, afternoon duty shift leader must put key of safe #30 in envelop and seal it, hand the key to Assistant Manager.中班领班需将30保险柜钥匙放入信封封好交给夜班大堂经理。 SUBJECT : ACCOUNT INFORMATION FOR CREDIT CARDCredit card payment enables guests to accommodate and charge all hotel service177、 to their credit card account. This credit or charge privilege must be handled carefully and correctly to protect all concerned and to ensure that that the hotel receives the proper payment for services rendered.信用卡付费方式必须确保能支付客人房费及其他费用。严格按信用卡接收程序操作，以确保酒店能从信用卡内收取费用。If guest would like to use credit c178、ard for settlement, the following procedure should be process。如客人用信用卡付帐，应遵循以下操作程序。1. Obtain the credit card from guest.从客人处获取信用卡。2. Check expiry date.核查有效期。3. Imprint the credit card on registration card or charge voucher.在入住登记卡或信用卡签购单上压印卡号。4. Swipe credit card on POS machine and key in correct amou179、nt在POS机上印刷卡并输入授权金额。5. Obtain guests signature on registration card or charge voucher.在入住登记卡和信用卡签购单上获取客人签名。6. Verify signature; make sure it is the same with the one on guests credit card.核对签名是否与信用卡上签名一致。7. Return credit card to guest.将信用卡还客人。SUBJECT : ACCOUNT INFORMATION FOR DIRECT BILLINGDirect bil180、ling is used by guests who will charged all or part of their food and lodging expenses to company that will be responsible for payment. This direct billing service is offered as a convenience to firms that have established credit with our hotel. Proper handling of those accounts will keep corporate 181、guest coming back and increase our hotels share of the company account market.挂帐交易用于公司支付客人全部或部分消费。挂帐服务为有挂帐协议的公司提供方便。恰当的处理此类帐目将会保证公司客回头率和增加酒店公司客的市场占有率。1. Ask the guests how they will settle their account.向客人询问怎样结帐。2. If direct billing is indicated as the method of payment, verify by one of the follow182、ing methods:如付费方式或公司挂帐，用以下方法确认： Check if the company letter and voucher has been receives. 检查是否收到公司的传真或凭证。 If approval is indicate in the reservation, check the company authorization file to determine that the company account is active and approved, and that the person requesting direct billing is a183、uthored to sign for hotel charges. Also determine the amount and kind of charges. The company will cover.如同意挂帐，检查公司授权文档以判定公司帐户有效并获得同意，而要求挂公司帐的客人是公司指定签单人。同时判定公司会支付的金额及挂帐种类。 Refer requests for new/unopened accounts to account office for approval. 将新的或未开的帐户交于财务部人员审批。3. Attach the company letter and vou184、cher with registration card.将公司传真或凭证附于入住登记卡。4. Establish a method of payment for charges not covered by the direct billing authorization.确认公司不予支付款项的付费方式。SUBJECT : ACCOUNT INFORMATION FOR TRAVEL VOUCHERThe benefits of purchasing package travel programs appeal to guests who make advance vacation and t185、ravel arrangements. Efficient handling of these programmers will increase our hotels share of the travel package market promoting leisure time travel.购买旅行社套票适用于客人提前安排假期及旅程。有效的处理此类预定可以增加酒店在旅游市场上的份额。Guest may obtain travel voucher from travel agent and use it as a method of payment to cover all or par186、t of their lodging expenses. Voucher values differ depending on the type of travel package purchased by the guest.客人可以使用住宿单来支付他们全部或部分费用。住宿单的价值将视客人购买的套票不同而有所区分。1. When guests indicate they will be using travel vouchers, obtain guests name and ask for the voucher.当客人表示使用住宿单入住时，获取客人姓名并要求客人出示住宿单。2. Iden187、tify the type of voucher, number of rooms, nights and persons.确认住宿单类型，房间数，入住天数及人数。3. Determine the value of the voucher.确定住宿单价值。4. Verbally confirm the length of stay covered by the voucher. Never disclose the contracted room rate to the guest.与客人确认入住天数，但切记不可告诉客人旅行社房价。5. Establish a method of paymen188、t for expenses not cover by the voucher.“ Mr._, would you like to use credit card or cash to guarantee for your incidental charges?”与客人确认住宿单不支付费用的付费方式。“XX先生，请问您是用信用卡还是现金支付您的杂费押金呢？”6. Process the account according to credit card or cash procedures.按用信用卡或现金支付押金程序操作。7. Attach voucher with registration 189、card for processing upon checkout.附住宿单于入住登记卡，以备退房时使用。Note: when guest stays for more nights than covered by the voucher, they should be charged rank rate or promotional rate for the additional nights unless arrangements for reduced rates have been made with the travel agent.注：如客人入住天数超过住宿单所示天数，需对增加的天190、数收取全价或推广价。除非客人与旅行社协商后，由旅行社更改住宿单。8. Check whether two folios have been created in the computer system: B folio is used for posting of direct billing to travel agent. A folio is use for posting of other charges apart from the value of the travel voucher. 检查是否在系统里建立了两个帐单： B单为旅行社应付。 A单为客人自付费。 Note: if g191、uest requests partial or full refund due to cancellation, no show or shorten stay, he has to make his own arrangement with travel agent. Front Desk staff does not have right to cancel or change travel agent booking and refund money. 注：如果客人取消预定，未到或提前退房并要求返还部分或全部费用。客人必须亲自与旅 行社联络。前台员工不得取消，更改旅行社预定并退现。SU192、BJECT : CASH PAID OUT, CASH ADVANCE AND REBATE1. Cash Paid out:Front Office “Paid-Out” transactions are limited to guest refund or disbursement on behalf of guest and chargeable to the guest account. 前台现金交易仅限于退款或帮客人支付并支付向客人收取款项。l The following information must be duly recorded on the paid-out vouche193、r without exception.以下信息必须缺一不可的记录在现金支付单据上。Guest name客人姓名Room number房号Date日期Description of the charge费用的描述Amount of paid out支付的金额Name and signature of the staff preparing the voucher准备支付单的员工姓名及签名Signature of the recipient接收人签名Approval signature批准人签名l The “ Cash Paid Out” Voucher must be duly signed b194、y the recipient of cash and must be authorized and approved by the Duty Assistant Manager or the Reception Manager, without exception.现金支付单据上须有接收人签名并且得到当班大堂经理或接待经理批准。l Payments on behalf of guests should be support with the proper vouchers/receipts.帮客人支付的款项必须有相应的凭单。l Except for deposit refund, the m195、aximum cash paid out should not exceed RMB 2,000 per guest. The management staffs should authorize any amount in excess. In the event of deposit refund, the transaction should be approve by Reception Manager or Assistant Manager and to be supported with the concerned guest folio which shows the unco196、nsumed balance paid out to the guest.除押金退款外，其余现金支付每位客人不可超过人民币2000。任何超出金额的交易必须由经理级员工批准。押金退款交易必须由接待经理或大堂经理批准，并附上显示末消费金额返还情况的客人帐单。l In the event that if the guest settle his or her account by accepted credit card, 5% of credit card commission charge should be marked up on top to the amount paid out to 197、the guest.如果客人从信用卡中提取现金，必须收取总提现金额的5作为佣金。2. Cash Advance:Any urgent cash advance after office hours will be done through the Front Desk. The below procedure should be followed.非办公时间任何紧急借款将由前台预先支出。应按以下程序操作。l The MOD should inform the GM, DGM, FC or AFC before approving the IOU in the Front Desk, the M198、OD should sign the IOU and indicate who is being informed.值班经理在同意向前台借款前，应通知总经理，副总经理，财务总监或财务副总监。值班经理需在借款单上签名并注明通知过何人。l With the approved IOU, the Front Desk staff will issue the cash to the MOD, next day the Front Desk staff should submit the IOU to the General Cashier for reimbursement.前台员工按同意后的借款单支199、出现金给值班经理。次日，前台员工凭借款单由总出纳处领取现金。l The MOD should also mention the IOU in the morning briefing and the management will decide who should follow up to clear the IOU with the General Cashier.值班经理需在晨会上说明借款事宜，并由管理层决定由谁负责与总出纳跟进借款单。3. Rebate:The Rebate Voucher should be used for any dispute or discount on ho200、tel charge due to clerical error, guest complaint, guests benefit or whatever reasons. A Rebate Voucher should be prepared and the following information should be on the voucher:折扣单是在由于争议，笔误，客人投诉，客人享有的优惠或其他原因给客人打折时使用的单据。折扣单据在填写时应包括如下内容：Guest name客人姓名Room number房号Date日期Reason of rebate折扣的描述Deduction 201、amount 扣减的金额Name and signature of the staff preparing the voucher准备折扣单的员工姓名及签名Approval signature批准人签名Authorization amount of rebate and paid-out:授权折扣及现金支付额度：PositionRebatePaid-outFDA/GRO501000Supervisor/Senior Staff51-1001000Assistant Manager/Guest Relations Manager/Reception Manager101-5002000AFOM5202、01-8002000FOM801-10002000ADOR/EAM/Director of Finance/GM1001-Above2000 Above SUBJECT : CASH FLOAT HAND OVER AND CONTROLThere are four cash float drawers at Front Desk with RMB25,000 each. These floats are used for the guest account settlement and foreign currency exchange service.前台共有4个用作于客人结帐和兑换外币的203、备用金柜，每柜有备用金人民币25000元。During weekend and public holiday, Front Desk should have extra cash float from Finance. The amount is base on forecast occupancy and duration of period. 每逢周末或节假日前台会根据酒店预计住房率及节假日长短从财务部获取额外的备用金。The floats are hand over and taken over by FDA on each shift. Both parties should coun204、t the money. If any discrepancies of cash, they must report it immediately to Reception Manager and Assistant Manager. 前台员工在每班交接钱柜时必须当面清点数目，如有任何差异必须立刻报告接待经理及大堂经理。If any shortage of cash float, the FDA working during the shift will be responsible if there is no any report of cash float shortage being205、 formalize. The responsible FDA must top up the shortage within 24 hours.如出现短款，并且没有任何报告显示短款的去向，当班员工必须在24小时内偿还款项。If any overage of cash floats, the FDA must bank in overage with cash transaction during shift. 如出现长款，前台员工必须放入现金投币袋，上交财务。Reception Manager should check cash float amount every week. The ch206、eck report should include date, time, drawer number, name of handling staff, and discrepancies if there is any. All concerned records should be files on date sequence for further reference. 接待经理应每周对现金柜进行检查。检查报告应包含日期，时间，柜号，当班员工姓名，差异。所有的记录应按日期存放，以备查。SUBJECT : DROP SAFEAll cash proceeds of the day from207、 any point of sales are imperative to be secured and kept in the drop safe at the end of the shift without exception. The following procedures are to eliminate the risk during the process.当班结束后必须将当日营业款按章投入保险箱内。1. At the end of each shift, FDA needs to print out all reports of cash transaction.前台员工在下208、班前，打印出所有与现金有关的报表。2. According to cashier report, count money. Any discrepancy, overage or shortage, should be reported to supervisor or above immediately. 根据报表清点现金，出现任何长短款，立刻向主管及上级报告。3. Put money and repot in the Remittance Envelope. Seal it and counter sign (cross over) on the flap. 将现金放入投币袋，封好投币袋并209、在封口处签字。4. Fill out Remittance Envelope accordingly without any alter.填写投币袋，并不得有任何更改。5. Fill in Cashier Remittance Summary in capital letter and drop the Remittance Envelope in safety box in Concierge storeroom. Double check whether the envelope has dropped in. 将投币袋投入礼宾部储藏室的保险箱。并正楷填写登记表，再次确认投币袋是否投入保险210、箱。6. The shift leader or supervisor must witness the drop and sign on the remittance summary accordingly.领班或主管应作为见证人在登记表上签名。SUBJECT : CONTINGENCY REPORTTo provide a manual backup on the computer report in the event of unexpected shut down time of Lanmark system, we call contingency report.应急报告是在LANM211、ARD系统不能正常工作的情况下，人为操作需要用到的一些备用报告。FDA is responsible to print out contingency report at 7:00, 14:00 and 19:00 everyday in the event of unscheduled downtime of Lanmark system.前台员工负责在每天的7点，14点和19点打印出应急报告以备LANMARK系统不能工作时使用。包括：1. Registered Guests Report by Name住客报表以姓名排列2. Registered Guests Report by Room212、 Number住客报表以房号排列3. Arrival Report by Name预计抵店客人以姓名排列4. Departure Report by Room Number预计离店客人以房号排列5. VR Rooms Report可卖房报告The above reports will be kept by Front Desk Shift Leader and will be retrieved in the event.以上5份报告将由前台当班领班保管以备不时之需。SUBJECT : COMPUTER SYSTEM DOWN PROCEDUREAll Excom. Members and t213、he duty in charge of respective departments, especially IT, Front Office, Housekeeping, and F&B, should be inform immediately in case of the system breakdown.当电脑系统瘫痪时，所有行政级人员，每个部门当班负责人，特别是电脑房，前台，客房部和餐饮部应被立即告知。Once the system is down, FD should cooperate with other departments to run manual operation214、. Contingency reports should be retrieve immediately, to copy if necessary and deliver to concerned departments.一旦系统瘫痪，前台应与其它部门合作进行手工操作。第一时间找出应急报告，如有必要复印给相关部门。1. Check in:入住登记： Have the guest complete registration card as normal.准备好空白入住登记卡。 Approach Shift leader to get VR room for checking in. Shift215、 leader is responsible to control room allocation, base on VR rooms report. At the same time, shift leader must call HSKP to double confirm room status before releasing VR room number out. 由当班领班处获取一间可卖房房号，领班则在可卖房报告的基础上负责房间分配。同时领班在给出房间前必须和客房部再次确认房态。 Cross off the occupied room immediately, in case of216、 double checking in.立即划掉卖出的房号，以防双重入住。 Make sure the room number written on registration card and deposit is collected. Every cash deposit should be record on registration card together with the payment instruction.确保入住登记卡上填写了房号并收取了押金。所有的现金押金金额及币种都必须在登记卡上注明。 Advise HSKP and Service Center of the chec217、k-in. Punch time on registration card, in order to know exact check in time.通知客房部和服务中心，在登记单上打印时间以便获知准确的入住时间。 Keep the registration card aside for later input into system.把登记卡单独保存，在系统恢复后输入电脑。2. Check out:退房： Check with guest regarding any additional charges after printing out time of Departure Report218、. 与客人确认在退房报告打印的时间之后，有否新增消费。 Get total charge amount from shift leader based on Departure Report. Shift leader is responsible to add additional charges from other outlets. 从领班处获知应收的实际金额。领班有责任结合其他相关部订消费计算出总和。 Transcribe the balance on the folio manually and settle bill for guest.在帐单上写下总数并结帐。 Photocopy219、 the folio and give one to guest. Obtain guest fax number, email address or mail address, in order to send complete bill and contact guest if there is outstanding amount. Offer to post the copy of the completed account when the system restored. It is important that one copy kept for back up later on220、.给客人一份帐单复印件。获取客人的传真号码，电邮地址或邮寄地址，以便客人获取完整的帐单，或是在有末结清的帐目时可以联系到客人。 当系统恢复后将完整的帐单寄给客人。尤为重要的是保留一份帐单存档。 Advise HSKP and Service Center of the checkout. Punch time on guests bill, in order to track exact checkout time.通知客房部和服务中心退房，在帐单上打上时间以便获知确切的退房时间。3. Extension:延住： Take out registration card and change de221、parture date.取出入住登记卡，更改离店日期。 Keep the registration card aside for later updating.把登记卡单独保存以备在系统上更改。 Ensure to collect enough deposit and issue new key after verifying identity base on the information on registration card.确保有足够的押金。给出新的房卡前根据入住登记卡上的信息确认客人身份。 Inform HSKP for every extension.通知客房部延房。4. Ea222、rly departure:提前退房：Follow the check out steps of expected departure. Only difference is that total charge should be based on Register Guests Report instead of Departure Report.与退房程序一致。唯一不同的是消费总额应从住客报表上获取。5. Late check out:延迟退房： Every late checkout should be recorded on Departure Report.所有的延迟退房都应在预计离223、店客人报告上注明。 Inform HSKP for late check-out.通知客房部 Update LCO time and charge LCO fee once system is restore.当系统恢复后，更新退房时间并收取延迟退房费用。It is very important that every receptionist is extremely organized in the event of a system failure. Always remember that all the work needs to be input once the system is224、 restored.最为重要的是在系统瘫痪时所有前台员工都必须有组织性。一定记住当系统恢复正常后更新所有的信息资料。 Acknowledge Letter From Employee员工认可书I _acknowledge receipt of this departmental employee handbook of Crowne Plaza Shenzhen and I understand that the rules and procedures contained herein formed. I admit that department trainers had trained me, according to the handbook lists.兹收到部门员工手册，并清楚手册之内容，部门的相关培训员以按照手册给予我培训。Employees Signature: _ Staff ID Number: _员工签名： 员工证号码：Section/Outlet Manager:_ Date: _部门经理： 日期：- 本资料来自 -