1、STANDARD OPERATION PROCEDURE青和锦江标准工作程序STANDARD OPERATION PROCEDURES标准工作程序RECEPTIONIST前台接待FRONT DESKSTANDARD OPERATION PROCEDURETask No. Description FD01Awaiting room handling 等候房间FD02Billing instruction handling 账目说明FD03Blocking rooms for arrivals 房间预留FD04Bucket check 检查登记卡FD05Cash deposit collectio2、n 收取现金押金FD06Check-in with TA voucher 持旅行社入住卷入住程序FD07Extension stay 处理延住FD08Flight reconfirmation 重复确认机票FD09Generating report 总报告FD10Greeting and welcoming guests 问候并欢迎客人FD11Group check in 团队登记FD12Guest location 客人方位FD13 Handling confidential / screen call request 处理客人保密和筛选电话要求FD14 Handling expected 3、check out 处理预计离店客人FD15 Handling guest enquiries and introducing facilities 处理客人查询并介绍店内设施FD16Handling in-house amenities 处理客人欢迎品FD17Handling late check-out request 处理延迟退房的要求FD18Handling message 处理留言FD19Handling of complaints 处理投诉FD20Handling of guest compliments 处理客人致意FD21Handling wake-up calls reque4、sts 处理叫醒电话的要求FD22Key authorization 钥匙的授权FD23Lost & Found procedure 失物招领程序FD24Loss of safe deposit box key 保险箱的钥匙丢失的处理FD25Maintaining Communication Log Book 使用交班本FD26Preparation for guest arrivals 为客人到达做好准备FD27Printing arrival reports and registration cards 打印来客报告和登记卡FD28Registering a walk-in guest 散5、客登记FD29Registering guest with confirmed reservation 为确定的预订房间的客人登记FD30Room change procedure 调房程序FD31Safety deposit box 保险箱服务FD32Taking reservation 办理预定FD33Travel agency voucher 旅行社入住卷DEPARTMENT : Front Desk部门 ：前厅部JOB TITLE : Guest Service Associate职称 ：前台职员TASK NO : FD 01号码 :TASK : Awaiting room handl6、ing工作职责 : 等候房间 (1 of 2)EQUIPMENT REQUIRED : Opera Workstation所需设备 ：工作台WHAT TO DO工作程序HOW TO DO操作明细WHY工作目的Register for the guest.为客人登记Search for vacant dirty room.在系统中找空房Ask room controller for room cleaning 请房态控制员确认干净房间Make registration for the guest according to the registration procedure.为客人登记If va7、cant clean room is not available immediately, search for vacant dirty room at first and call the Housekeeping to rush rooms.Enough time for cleaning room.如果当时没有干净空房，首先在系统中找空房脏房，马上通知客房部打扫。Invite guest for welcome drink by saying: Mr. Mrs. XX, the room we blocked to you is under cleaning, and Housekee8、ping has been informed for rushing room and it may take about 30 minutes. May I invite you to have a complimentary drink in our Lobby Lounge and I will let you know as soon as the room is available.”邀请客人在大堂酒廊喝一杯免费饮料等候，并告知打扫房间大约需要的时间，房间打扫好后马上通知客人。Let guest have time idea. Show our sincerity to serve 9、guest.Courtesy compensation for guest waiting. Let guest feel our humility.让客人感受到我们真诚的服务。PREPARED BY : MICHAEL ZHENG起草人 APPROVED BY : MR RAY ZHOU批准人 POSITION: FOM职位：SIGNATURE/DATE签字/日期:POSITION: FOM职位：SIGNATURE/DATE签字/日期:DEPARTMENT : Front Desk部门 ：前厅部JOB TITLE : Guest Service Associate职称 ：前台职员TASK N10、O : FD 01号码 :TASK : Awaiting room handling工作职责 : 等候房间 (2 of 2)EQUIPMENT REQUIRED : Opera Workstation所需设备 ：工作台WHAT TO DO工作程序HOW TO DO操作明细WHY工作目的Check and call room controller随时与房态员确认房间状况Check in system系统登记Keep monitoring the room status in the computer.在系统中随时检查房态As soon as the room status is changed 11、to the vacant clean, send the room key and welcome booklet to the guest personally. By saying: Mr./Mrs. XX, I am sorry to have kept you waiting. Now the room is ready, the room number is XX. Thank you for your understanding.”Apologize for the waiting and introduce the GSA-Concierge to escort the gue12、st to the room.Check in the room in the system immediately.房间一打扫好后，马上把钥匙送给客人，并对客人的等候表示歉意。行李马上送到客人房间，并在系统中登记入住房间。Get updated room status at first time.在第一时间得到更新的房态Efficiency service action will let guest feel our sincerity and humility.提供快捷的服务。Roomconnect with the telephone line. Anticipate guest req13、uest.系统登记房间使电话线马上接通PREPARED BY : MICHAEL ZHENG起草人 APPROVED BY : MR RAY ZHOU批准人 POSITION: FOM职位：SIGNATURE/DATE签字/日期:POSITION: FOM职位：SIGNATURE/DATE签字/日期:DEPARTMENT : Front Desk部门 ：前厅部JOB TITLE : Guest Service Associate职称 ：前台职员TASK NO : FD 02号码 :TASK : Billing instruction handling工作职责 : 账目说明 ( 1 of 3 )14、EQUIPMENT REQUIRED : Opera Workstation所需设备 ：工作台WHAT TO DO工作程序HOW TO DO操作明细WHY工作目的Clarify the billing instruction确认付账说明Collect deposit or imprint credit card.收取押金Billing instruction can be clarified as following:Guest A pays for guest B by cash or credit card. Both guests are in different rooms.付账说明可15、如下：A客人给B客人付账。两个客人在不同房间。Modify A&B guest remarks accordingly if they get room change or early departureA或B客人如有提前离房或换房，需随时更新其备注Sufficient deposit should be collected or take the imprint of credit card voucher and get enough approval amount for credit card payment which should cover the two rooms estim16、ated consumption.收取足够押金以确保足够两个房间住店期间所发生的费用。Tick on the registration card under: Bill instruction” YES. Note the guest his/her signature is approved to pay guest B s bill. Help the guest A to fill up the following items at the back of the registration.* Guest A tick on “YES” under bill authorization.17、* Guest B s name and room number* Payment instruction帮助客人填全付款说明书Different handling ways to different billing instruction. Make sure precise service.根据不同付账说明采取不同的服务。Deposit policy should be applied.Care about hotel benefit.应用押金收取的政策。保障酒店利益。Always do more for the guest.为客人多做PREPARED BY : MICHAEL ZHENG18、起草人 APPROVED BY : MR RAY ZHOU批准人 POSITION: FOM职位：SIGNATURE/DATE签字/日期:POSITION: FOM职位：SIGNATURE/DATE签字/日期:DEPARTMENT : Front Desk部门 ：前厅部JOB TITLE : Guest Service Associate职称 ：前台职员TASK NO : FD 02号码 :TASK : Billing instruction handling工作职责 : 账目说明 ( 2 of 3 )EQUIPMENT REQUIRED : Opera Workstation所需设备 ：工作19、台WHAT TO DO工作程序HOW TO DO操作明细WHY工作目的Collect deposit收取现金押金Take the imprint credit card刷卡付押金If paid by the credit card, take EDC voucher of the credit card and attach with the guest A s registration card.如果付信用卡做押金，将信用卡授权卡单附在A客人登记卡后。Non-registered guest A pays for in-house guest B by cash.Collect enough20、 cash deposit from guest A which should cover the estimated consumption of guest B.Politely invited guest A to sign payment authorization form on the Guest Business Card and leave contact telephone No.店外的A客人为住店的B客人付现金押金。收取足够的现金，请A客人在B客人的登记卡上签付款授权书，并留下联系电话。Non-registered guest A pays for in-house gue21、st B by credit card.Take the imprint of Guest A s credit card with one blank credit card voucher.Politely invite guest A to sign on the credit card voucher and payment authorization on guest B s registration card.Deposit policy should be applied.Care about hotel benefit.应用押金收取的政策。保障酒店利益。PREPARED BY 22、: MICHAEL ZHENG起草人 APPROVED BY : MR RAY ZHOU批准人 POSITION: FOM职位：SIGNATURE/DATE签字/日期:POSITION: FOM职位：SIGNATURE/DATE签字/日期:DEPARTMENT : Front Desk部门 ：前厅部JOB TITLE : Guest Service Associate职称 ：前台职员TASK NO : FD 02号码 :TASK : Billing instruction handling工作职责 : 账目说明 ( 3 of 3 )EQUIPMENT REQUIRED : Opera Work23、station所需设备 ：工作台WHAT TO DO工作程序HOW TO DO操作明细WHY工作目的Make remarks备注店外的A客人为住店的B客人付信用卡作为押金。印空白的信用卡单，请A客人在空白信用卡单上签字，在B客人的登记卡上签付款授权书，并留下联系电话。随后将客人签过字的空白信用卡签购单保存在值班经理保险箱，并在系统中做备注提醒员工。Write down the notice on the registration card and key in the notice in the system like, P/B outside Mr. A VISA#4500XXXX, vou24、cher in DM Safe #123”在登记卡上填全付款说明并根据情况写明备注，并在系统中做相应的注明。To alert other GSA.Keep consistent service is one point of Xxx Hotel Hospitality.提醒员工注意。PREPARED BY : MICHAEL ZHENG起草人 APPROVED BY : MR RAY ZHOU批准人 POSITION: FOM职位：SIGNATURE/DATE签字/日期:POSITION: FOM职位：SIGNATURE/DATE签字/日期:DEPARTMENT:Front Desk部门 :前25、厅部JOB TITLE: Guest Service Associate职称 ：前台职员TASK NO :FD 03号码 :TASK : Block rooms for arrivals (page 1 of 3)工作职责 : 房间预留EQUIPMENT REQUIRED : Opera Workstation所需设备 ：工作台WHAT TO DO工作程序HOW TO DO操作明细WHY工作目的Block rooms priori to the guests who have special requests ie: connecting room, cornor room etc.预留VIP26、房间。Block rooms for early arrivals.为早到的客人预留房间Let room controller block rooms for VIP one day before. Block rooms from the reservation screen using in Opera to search for the desired room type.由Room controller为VIP提前一天预留房间。在Opera内使用 从预定屏中预留房间，以寻求所需房间的类型。Block only vacant clean room for early arrivals.为27、早到的客人预留干净的空房间。Inform relevant departments for the various amenities requested. For example, flowers and fruits basket.通知有关部门提供所需的各种欢迎品。例如,鲜花，果篮。Input DNC” in the instruction field in reservation screen for staff special attention.在预定屏备注栏输入 DNC 以提请员工注意。As far as possible, block vacant clean rooms one28、 day before.尽可能提早一天预留干净空房。To ensure that VIP guests have their priority room blockage so that specific needs will be met as well as to block the best rooms for them.确保VIP客人享有预留房间的优先权，以便满足其具体需求并为其预留最好的房间。We will ensure our procedures are customer friendly and easy for the customer and staff.我们要保证我们的服29、务程序有益于客人并方便员工。To allow each departments to take the necessary actions to prepare the room for the guest.让每一个部门采取必要的举措为客人准备好房间。To alert everyone that the room blocked should not be changed because items may have been placed in the room.提醒各位：因为房间内各项备品已放置，所以不可更换。To ensure that the rooms are ready check30、-in immediately when guests arrive early.确保当客人较早到达时可以立即登记入住。PREPARED BY : MICHAEL ZHENG起草人 APPROVED BY : MR JAME XI批准人 POSITION: FOM职位：SIGNATURE/DATE签字/日期:POSITON: GM职位SIGNATURE/DATE签字/日期:DEPARTMENT: Front Desk部门 : 前厅部JOB TITLE: Guest Service Associate职称 ：前台职员TASK NO : FD 03号码 :TASK : Block rooms fo31、r arrivals (page 2 of3)工作职责 : 房间预留EQUIPMENT REQUIRED: Opera Workstation所需设备 ：工作台WHAT TO DO工作程序HOW TO DO操作明细WHY工作目的Block rooms with no arrival times.为未知抵达时间的客人预留房间。Block rooms with other (know) arrival times.为其他已知抵达时间的客人预留房间。If vacant dirty rooms are blocked, inform housekeeping immediately providing32、 them with the expected time of arrivals.如预留的空房未清洁，立即通知客房部，以使他们在客人到达的预计时间内做好准备。Block vacant clean rooms first for on day arrival.先在当日预留干净的空房。If not available, block vacant dirty rooms and inform housekeeping immediately, providing them with the expected time of arrivals.如果没有干净的空房，则预留未清洁的空房并立即通知客房部，以33、使他们在客人到达的预定时间内做好准备。Use discredtion and take note of expected arrival times when blocking dirty rooms.谨慎处理，当预留未清洁房间时，记载客人到达的预计时间Inform housekeeping about each room blocked and the expected arrival times.通知客房部关于每一间已预留的房间和客人抵达的预计时间。So that housekeeping can clean these rooms first in order to ensure tha34、t the rooms are ready for the guest to check in.客房部首先将这些房间清洁，以确保为登记的客人预先准备好房间。Guest may check n at any time.客人可以随时登记住房。So that housekeeping can clean these rooms first in order to ensure that the rooms are ready for the guest to check in.以使客房部首先将这些房间清洁，以确保为登记的客人预先准备好房间。So that vacant clean rooms may35、 be available for any walk-ins.以便使任何走进来的客人均有可用的干净空房间。In order for housekeeping to schedule the maids to clean the rooms according to the arrival times.以便客房部根据抵达时间安排服务员打扫房间。PREPARED BY : MICHAEL ZHENG起草人 APPROVED BY : MR RAY ZHOU批准人 POSITION: FOM职位：SIGNATURE/DATE签字/日期:POSITON: GM职位SIGNATURE/DATE签字/日期36、:DEPARTMENT : Front Desk部门 ：前厅部JOB TITLE: Guest Service Associate职称 ：前台职员TASK NO : FD 03号码 :TASK : Block rooms for arrivals (page 3 of 3)工作职责 : 房间预留EQUIPMENT REQUIRED: Opera Workstation所需设备 : 工作台WHAT TO DO工作程序HOW TO DO操作明细WHY工作目的Block back to back rooms.预留尚未退房的房间。Block rooms for elderly guests or di37、sabled guest.为年老的客人或残疾客人预留房间。Block rooms for single female executives.为单身的女商人预留房间。Do so only s a last resort. Use this method for very late arrival; But allow sufficient time for housekeeping to clean the rooms, taking into consideration the time for them to end their shift只有在别无选择时才如此，用于特别推迟抵达的客人，给与38、客房部充足的时间以打扫房间，充分考虑到他们完成工作的时间。Block rooms on lower floors as well as near to elevator and emergency exits.预留房间在低楼层，靠近电梯和紧急安全出口。Block handicapped rooms.为残疾客人优先预留残疾房。Block rooms without connecting doors unless specifically requested.除非特殊要求，否则预留无连通门的房间。Current guest in the room may extend stay or have a39、n unexpected delayed check out.目前住在客房内的客人可能延长居留时间或推迟退房结账。For easy exit in the event of emergencies as well as for guest抯 convenience.可以方便客人在紧急事件中容易进出安全出口。A connecting door in the room of a single female executive may be perceived as an element of insecurity for them; as well as to prevent the unlike40、ly event of someone else opening the connecting door accidentally.单身女商人住在有连通门的房间被视为非安全因素。也已防止有偶然打开连通门而发生不愉快事件。We will do more for the customer in every customer contact.要利用每次同客人接触的机会为客人提供超前的服务。PREPARED BY : MICHAEL ZHENG起草人 APPROVED BY : MR RAY ZHOU批准人 POSITION: FOM职位：SIGNATURE/DATE签字/日期:POSITON: GM41、职位SIGNATURE/DATE签字/日期:DEPARTMENT : Front Desk部门 ：前厅部JOB TITLE : Guest Service Associate职称 ：前台职员TASK NO : FD04号码 :TASK : Bucket check工作职责 : 检查登记卡EQUIPMENT REQUIRED : Opera Workstation所需设备 ：工作台WHAT TO DO工作程序HOW TO DO操作明细WHY工作目的To print in house report打印住店客人报表Checking bucket against in house report.按报表42、检查登记卡Verify and correct all guest details.证实所有客人细节Leave note to Team Leader.留交班记录给次日领班。Use the computer and generate the printing by the overnight shift GSA.夜班员工使用电脑打印出报表。Using the in house report, check each registration card with the in house rooming report.使用住店客人报告与所有登记卡一一对照检查。Check each registra43、tion card against guest folio.Details such as:a. number of paxb. Rate and rate code c. Billing instructions根据客人档案核查每一份登记卡如：人数；房价和房价代码；账目说明等。Sort out all room discrepancy, correct all wrong key-in information , before closing the system date.在夜审前，修改所有错误信息。If there is something not solved,Leave the de44、tails note regarding those mistakes (if has) to the next day Team Leader.Team Leader will do the follow up.将错误的细节留给次日领班，以便继续跟进。For reference.供参考。To ensure that all in house registration cards available and are placed accordingly in the bucket by room number. Take care of guest information.确保所有登记卡根据房45、号次序放置在登记卡盒中，无一遗漏。并确认报表中和登记卡中客人信息相符。To ensure accuracy of record so as to provide precise service.确保纪录的准确性。Proper shift hand over.良好的交班制。PREPARED BY : MICHAEL ZHENG起草人 APPROVED BY : MR RAY ZHOU批准人 POSITION:FOM职位：SIGNATURE/DATE签字/日期:POSITON: GM职位SIGNATURE/DATE签字/日期:DEPARTMENT : Front Desk部门 ：前厅部JOB TI46、TLE : Guest Service Associate职称 ：前台职员TASK NO : FD 05号码 :TASK : Cash deposit collection工作职责 : 收取现金押金 ( 1 of 3 )EQUIPMENT REQUIRED : Opera Workstation所需设备 ：工作台WHAT TO DO工作程序HOW TO DO操作明细WHY工作目的Calculate amount of deposit.计算押金额Tell guest deposit amount告知客人总额Receive money from guest.收取现金Calculate amount47、 of deposit accurately, amount of deposit should cover the room charge during guest staying and estimated miscellaneous consumption.Formula is: Room rate per night x total room nights x 1.5 = total amount of deposit.根据公式计算客人在店期间预计消费的额度：房费*入住天*1.5 ( 注：此为参考数据，会根据房价面确定收取押金额)If guest pay deposit for ext48、ension, ask for estimated departure date before calculate deposit.如果客人为延住付押金，确定延住天数。Politely tell guest deposit amount we should collect by saying: Mr./Mrs. XX, would you please pay RMB XX as deposit which include your room charge and other miscellaneous charge until you check out. If there deposit 49、rest, we will refund them to you upon check out.礼貌告知客人总额，结账时押金多退少补。Use two hands to receive money from guest and carefully and efficiency count it in front of guest, any question on the money e.g. amount of money, unacceptable money, contact guest immediately. As well as say: Mr./Mrs. XX, I have rec50、eived your RMB XX deposit, thank you.” After you finish counting and accept it.Protect hotel benefit and accurate deposit amount can let us have guideline for collecting deposit.保护酒店利益Get detail information can assist us to provide precise service.得到确定信息。Clearly describe the accurate deposit amount 51、we will collect to let guest have clear understanding, and also explain the reason why this amount collected by us. Anticipate for guest request and caring about guest inquiry.清楚告知客人押金总额和收取此金额的解释。Any question regarding money, solve it immediately with guest and in front of guest. Clearly confirm wit52、h guest how much you receive from guest by speaking out to guest. Avoid any dispute occurred in future.PREPARED BY : MICHAEL ZHENG起草人 APPROVED BY : MR RAY ZHOU批准人 POSITION: FOM职位：SIGNATURE/DATE签字/日期:POSITON: GM职位SIGNATURE/DATE签字/日期:DEPARTMENT : Front Desk部门 ：前厅部JOB TITLE : Guest Service Associate职称 53、：前台职员TASK NO : FD 05号码 :TASK : Cash deposit collection工作职责 : 收取现金押金 ( 2 of 3 )EQUIPMENT REQUIRED : Opera Workstation所需设备 ：工作台WHAT TO DO工作程序HOW TO DO操作明细WHY工作目的Key into the system and write the cash deposit receipt.押金输入系统，开押金收据给客人。Describe deposit terns to guest向客人解释押金条款Double check the posting to ma54、ke sure you key in correctly再次检查系统中输入的准确性Extend for guest in computer在系统中延期用双手接过现金，在客人面前清点清楚，如果金额数不对或对不可接受的钱币，必须立即当面同客人讲清。Key into the system at once and write the cash deposit receipt for the guest right now, then ask guest sign on the receipt. Finally sign your own signature.押金收据须客人和员工双方签字确认，并立即将押55、金输入系统。Clearly describe deposit refund terms to guest by saying: Mr./Mrs. XX, would you please read these clause to see if it is correct, thank you.”向客人解释押金收取及退还的具体条款After guest leave front desk, double check deposit into computer immediately.客人离开柜台后，立即再次确认系统中输入的准确性。If guest pay deposit for extension56、, extend for guest in computer and make the new key after collecting deposit.如客人为延住客人，确保在系统中为客人延住，并作新钥匙任何有关现金的问题必须当面立即解决，避免以后发生不必要的纠纷。Let guest clearly understand terms content to avoid any dispute in future.让客人清楚理解避免今后纠纷发生。Avoid forgetting posting so as to affect any upset to guest caused by deposi57、t.谨防忘记输入电脑Update information in computer.更新信息。PREPARED BY : MICHAEL ZHENG起草人 APPROVED BY : MR RAY ZHOU批准人 POSITION: FOM职位：SIGNATURE/DATE签字/日期:POSITON: GM职位SIGNATURE/DATE签字/日期:DEPARTMENT : Front Desk部门 ：前厅部JOB TITLE : Guest Service Associate职称 ：前台职员TASK NO : FD 05号码 :TASK : Cash deposit collection工作职58、责 : 收取现金押金 ( 3 of 3 )EQUIPMENT REQUIRED : Opera Workstation所需设备 ：工作台WHAT TO DO工作程序HOW TO DO操作明细WHY工作目的Note: 注意If guest pay foreign currency as deposit客人付外币作为押金Calculate amount of deposit accurately the same as above.Exchange rate should follow the foreign currency exchange list人民币押金总额计算同上所述。外币总额依照每天59、外汇牌价计算得出。Foreign currency can not settle bill directly unless exchange to RMB or change other payment method upon C/O.Polite explain to guest the foreign currency will only be kept at Front Desk during stay as deposit.外币不可直接用于结算，除非在退房时兑换成人民币或改用其他方式结算。向客人礼貌的解释外币只是作为押金在入住期间存放前台。Write a formal foreign 60、currency receipt and pass one copy to guest. State that the foreign currency will be returned to guest after settling bill with receipt.开据外币押金收据给客人。客人结清账目后，凭收据退还外币押金。The foreign currency deposit should be sealed in envelope with details on the cover including guest name, room no., duration, which fo61、reign currency and amount by FD SA, then kept in Service Manager Safe Deposit Box during guest stay 外币押金由收取押金的前台员工放在信封中密封，将细节（客人姓名，房号，入住期间，外币种类，金额）在信封上注明。交给服务经理在客人入住期间存放在保险箱内。C/O message should be left “ Pay USD200.00 as deposit kept by SM”.在离店信息中输入” 收取美金200元作为押金，存放宾客服务经理处“Make sure to count and che62、ck the foreign currency in front of the guest before collecting. Avoid any dispute occurred in future.确保在收取现金前，在客人面前检查外币和数清金额，避免今后发生争执。PREPARED BY : MICHAEL ZHENG起草人 APPROVED BY : MR RAY ZHOU批准人 POSITION: FOM职位：SIGNATURE/DATE签字/日期:POSITON: GM职位SIGNATURE/DATE签字/日期:DEPARTMENT : Front Desk部门 ：前厅部JOB TI63、TLE : Guest Service Associate职称 ：前台职员TASK NO : FD 06号码 :TASK : Check in with TA voucher工作职责 : 持旅行社入住券入住 （1 of 5 ）EQUIPMENT REQUIRED : Opera Workstation所需设备 ：工作台WHAT TO DO工作程序HOW TO DO操作明细WHY工作目的Greets guest.问候Identify guest who come with luggage or briefcase and inquire guest name with smile and eye64、 contact.得到客人姓名Collect the room voucher by two hands and check reservation in computer.收取入住单Greets guest upon guest approach front desk counter with smile by saying: Nin Hao, welcome to Traders Hotel, Kun Shan.May I help you, Sir/Madam?使用标准用语问候客人。If guest has reservation, politely inquire guest name65、 by saying: May I have your last name, sir/Madam?” 得到客人姓名后查询预定。Find out reservation immediately in computer, politely require guest room voucher and confirm the information including guest name, arrival and departure date, room type and payment, etc. If fail to find out, try other way, e.g. use gues66、t company name or travel agency name to check in computer. By saying: Mr. XX, May I have your company name or may I know the company you made your booking with?” If still fail to find, let the guest check in first and follow up after check in.找到预定后收取入住单，确认入住单上的信息是否与系统中一致。 如果用名字无法查到预定，使用旅行社或公司名字查找。如果67、仍无法找到预订，先为客人登记，随后再跟进。 Note: Never say to guest: No reservation” even if reservation can not be found in computer. Useguest company contract rate and guest preference to check in guest at first.Present our courtesy and kindly service at first time.留下良好的第一印象。Clarify guest is walk in guest or with rese68、rvation. So that you can check the reservation in computer.确认客人是否有预定。Locate reservation immediatelly, try to provide efficiency service to guest at first time and every single time.为客人提供有效快捷的服务。Be flexibility. 灵活PREPARED BY : MICHAEL ZHENG起草人 APPROVED BY : MR RAY ZHOU批准人 POSITION:FOM职位：SIGNATURE/DAT69、E签字/日期:POSITON: GM职位SIGNATURE/DATE签字/日期:DEPARTMENT : Front Desk部门 ：前厅部JOB TITLE : Guest Service Associate职称 ：前台职员TASK NO : FD 06号码 :TASK : Check in with TA voucher工作职责 : 持旅行社入住券入住 （2 of 5 ）EQUIPMENT REQUIRED : Opera Workstation所需设备 ：工作台WHAT TO DO工作程序HOW TO DO操作明细WHY工作目的Confirm room type with politel70、y manner and smile, eye contact.确认房态Advise guest from getting R card告知客人去取登记单注意：不要同客人讲：没有预订。即使预定无法找到，使用客人公司价根据客人喜好先为客人登记入住。If VIP or Golden Circle guest refer to GRO immediately. By saying: Mr. XX, please wait for a moment, our guest relation officer will show you the way to the room.” Or if GRO is 71、busy, follow Golden Circle s standard to service the guest.如果是贵宾或金环会成员，立即通知宾客关系主任接待。如他/她繁忙，根据接待贵宾标准工作程序接待客人。Confirm room type and period with guest according to reservation by clearly description.By saying: Mr. XX, you have booked our deluxe king size room, is it correct?”同客人确认房态和入住天数。By saying: Jus72、t one moment, Mr. XX, I m just going to get your registration card.” Draw out pre-registered registration card and prepared welcome booklet from reservation form holding box.去取登记单时告知客人。If guest request non-smoking room, please follow up in the system and key in the guest profile, so we can meet gues73、t s needs in the future.Clearly confirm detail with guest to avoid making guest feel confused, meanwhile let guest feel our genuine service.确认细节时刻人感受我们真诚的服务。In order to avoid the guest confusion and show care.避免客人产生误会PREPARED BY : MICHAEL ZHENG起草人 APPROVED BY : MR RAY ZHOU批准人 POSITION:FOM职位：SIGNATUR74、E/DATE签字/日期:POSITON: GM职位SIGNATURE/DATE签字/日期:DEPARTMENT : Front Desk部门 ：前厅部JOB TITLE : Guest Service Associate职称 ：前台职员TASK NO : FD 06号码 :TASK : Check in with TA voucher工作职责 : 持旅行社入住券入住 （3 of 5 ）EQUIPMENT REQUIRED : Opera Workstation所需设备 ：工作台WHAT TO DO工作程序HOW TO DO操作明细WHY工作目的Check in guest in compute75、r在系统中办理入住手续Collect ID card/ Business card for registration.收取证件和名片登记Fill registration card填写登记单Confirm and collect the payment.付款方式If very frequent guest, no need confirm type and rate all the time, do according to the profile.If there is detail profile in the system, do not collect business card ag76、ain.客人的要求应被记入系统，使客人下次光临时我们提前满足其要求。常客不需要每次都确认细节。资料很全的客人不须再要名片。Check in guest in computer在系统中办理入住手续Politely collect guest ID card/Business card for registration. Use two hands to receive guest ID card/business card, By saying: Mr. XX, may I have your passport and business card for reference. Thank you77、.”礼貌的要求证件和名片登记。Clearly, neatly accurately and efficiency fill in the registration card for guest.清楚，整齐，准确，快速填写登记单。Politely collect payment from guest by saying: Mr. XX, how would you like to settle your incidental payment?”If it is credit card, quickly take in print.If paid by cash, collect 500 RMB 78、per day for cash deposit. 收取杂费押金五百元。.Avoid forgetting check in guest in computer.避免忘记在系统中登记。Fill in registration for guest to show our Asian hospitality.帮助客人填写登记单Avoid to letting guest wait for too long time. Do more for our customer in every customer contact.避免使客人等候太久Advance deposit should be colle79、cted to protect hotel benefit.押金收取保障酒店利益PREPARED BY : MICHAEL ZHENG起草人 APPROVED BY : MR RAY ZHOU批准人 POSITION: FOM职位：SIGNATURE/DATE签字/日期:POSITON: GM职位SIGNATURE/DATE签字/日期:DEPARTMENT : Front Desk部门 ：前厅部JOB TITLE : Guest Service Associate职称 ：前台职员TASK NO : FD 06号码 :TASK : Check in with TA voucher工作职责 : 持80、旅行社入住券入住 （4 of 5 ）EQUIPMENT REQUIRED : Opera Workstation所需设备 ：工作台WHAT TO DO工作程序HOW TO DO操作明细WHY工作目的Confirmation information with guest.确认信息Present welcome booklet and necessary items to guest.分发钥匙Inform the GSA-concierge通知礼宾部Ask if guest need any thing help提供更多服务Offer Service Center information, if 81、need.如需要，提供服务中心信息Complete check in.完成登记Confirm guest name, room number, arrival date, depature date with guest.确认所有入住信息。Use two hands to present welcome booklet and necessary items to guest.用双手给客人分发钥匙Inform SA-Concierge the room number.通知礼宾部客人房号。Ask if guest need any else help by saying: Mr./Mrs. XX82、, Is there anything else I can do for you?”询问客人是否需要更多帮助。Identify GSA-reception self and offer guest service center extension number by saying: Mr./Mrs. XX, our guest service center extension is 3, please call us anytime if you need our help.”前台员工介绍自己并提供服务中心电话分机。Introduce GSA-concierge to guest and w83、ish guest a pleasant stay. By saying: Mr./Mrs. XX, this is Jack from concierge, he will show you to the room, wish you have a pleasant stay.”介绍礼宾部员工给客人，并祝客人入住愉快。Care for guest understanding on every detail information.让客人了结所有相关信息Do more for the guest.为客人多做。Anticipate new guest request, to help new g84、uest familiar with the hotel service center.预见客人需求Use team work to consistently serve guest.运用团队精神为客人提供持续的服务。PREPARED BY : MICHAEL ZHENG起草人 APPROVED BY : MR RAY ZHOU批准人 POSITION:FOM职位：SIGNATURE/DATE签字/日期:POSITON: GM职位SIGNATURE/DATE签字/日期:DEPARTMENT : Front Desk部门 ：前厅部JOB TITLE : Guest Service Associa85、te职称 ：前台职员TASK NO : FD 06号码 :TASK : Check in with TA voucher工作职责 : 持旅行社入住券入住 （5 of 5 ）EQUIPMENT REQUIRED : Opera Workstation所需设备 ：工作台WHAT TO DO工作程序HOW TO DO操作明细WHY工作目的Sign on registration card.签字Get approval code for credit card.信用卡授权Do routing in the system在系统中做routingAttach TA voucher with R/C附入住卷86、在登记卡单后Attach items.附卡单GSA-reception sign on registration card.前台员工在登记卡上签字确认If the guest pays by credit card, input credit card number into EDC machine to get approval code upon guest check in.If the credit card is declined, ask guest to change payment by saying: Mr./Mrs. XX, I am very sorry to infor87、m you that after checking with the bank , we can t get approval code for your credit card, would you please change to another payment, thank you.” 使用EDC要取信用卡相应授权，如果EDC不接受客人信用卡，要求客人换卡或更改付款方式Do routing according to the bill instruction in the system after check-in system. 根据付款说明在系统中做做账目说明。Attach TA vo88、ucher with R/C and pass to Credit Mananger on daily basis to get authorization.附入住卷在登记卡单后，交给信贷部经理授权挂账。Attach registration card with EDC voucher together将信用卡授权卡单附在登记卡后 For future using.公安局登记制度Check the credit card limit.检查信用卡额度。We dont tell guest his/her credit card is declined because we should give89、 guest face.Under this situation, we should be very careful to talk to guest在信用卡不被接受的情况下，不要直接同客人讲信用卡被拒收，应小心措辞要求客人更换付款方式。If the billing has been paid by theTA, to avoid divulge room rate to the gust. 以防在结账时将旅行社应付费用让客人得知。Credit Manager will double check it again to make sure everything is correct.信贷部经90、理复查所有相关资料确保无差错。For filing.存档PREPARED BY : MICHAEL ZHENG起草人 APPROVED BY : MR RAY ZHOU批准人 POSITION:FOM职位：SIGNATURE/DATE签字/日期:POSITON: GM职位SIGNATURE/DATE签字/日期:DEPARTMENT : Front Desk部门 ：前厅部JOB TITLE : Guest Service Associate职称 ：前台职员TASK NO : FD 07号码 :TASK : Extension Stay工作职责 : 处理延住 （1 of 2）EQUIPMENT R91、EQUIRED : Opera Workstation所需设备 ：工作台WHAT TO DOHOW TO DOWHYReceive extension requirement from guest.客人要求延住Check guest how many days to be extended.确认延住天数Check the room availability status.确认可用房间数Check guest balance.检查客人账目情况Politely ask guests name and room number and confirm in the computer. Say: Nin92、 Hao Sir/Madam, May I help you?”确认客人姓名和房号。Saying: Mr./Mrs. XX, May I know how long will you want to extend?”确认延住天数Check the room availability status in the computer.Only keep SL-Front Desk informed after you do under full house situation.在系统中确认随后几天的可用房间数，只有在满房的情况下，通知主管处理。To check guests cash deposit93、 or credit card approval amount.But, please check it in a polite way and keep guest s regard. If deposit is not enough, invite guest to pay more deposit.By saying: Mr./Mrs. XX, your deposit is not covered your extension stay, could you pay more deposit please?” If it is credit card payment, accept e94、xtension request at first, check approval amount later. 检查客人押金是否足够，如果押金为现金，礼貌的要求客人补交足够现金。To ensure the correct room number to provide precise service.确保客人提供正确房号。To get accurate information so as to provide precise service.得到正确信息。To encourage GSA decide making.鼓励员工做决定。Finance policy should be applied95、.相关财务制度必须遵守Always respect guest and show your care to the guest.Do not keep guest waiting.尊重客人。不要让客人等候。PREPARED BY : MICHAEL ZHENG起草人 APPROVED BY : MR RAY ZHOU批准人 POSITION:FOM职位：SIGNATURE/DATE签字/日期:POSITON: GM职位SIGNATURE/DATE签字/日期:DEPARTMENT : Front Desk部门 ：前厅部JOB TITLE : Guest Service Associate职称 ：96、前台职员TASK NO : FD 07号码 :TASK : Extension Stay工作职责 : 处理延住 (2 of 2)EQUIPMENT REQUIRED : Fidelio Workstation所需设备 ：工作台WHAT TO DOHOW TO DOWHYCheck if guest is paid by company or travel agent.核查客人是否公司或旅行社付款Make extension for guest.延住If paid by company or travel agent, written extension notice is needed at 97、least before departure, otherwise explain to guest we will charge to guest s own account and for travel agent s booking room rate will also be changed to walk in rate from extension day.如果是公司或旅行社付款，书面延住通知必须在离店前发送至酒店。否则，告知客人延住后的所有费用自付并不享受公司或旅行社优惠价格。Make extension for guest in computer immediately if 98、the above terms & conditions are acceptable, update room key for guest.在以上情况都与客人确认后，在系统中延住，并给客人作新的房间钥匙。PREPARED BY : MICHAEL ZHENG起草人 APPROVED BY : MR RAY ZHOU批准人 POSITION: FOM职位：SIGNATURE/DATE签字/日期:POSITON: GM职位SIGNATURE/DATE签字/日期:DEPARTMENT : Front Desk部门 ：前厅部JOB TITLE : Guest Service Associate职称 99、：前台职员TASK NO : FD 08号码 :TASK : Flight reconfirmation工作职责 : 重复确认机票EQUIPMENT REQUIRED : Opera Workstation所需设备 ：工作台WHAT TO DO工作程序HOW TO DO操作明细WHY工作目的Receiving airticket and obtain the request.接到机票。Repeat 重复信息。Reconfirm the ticket with airlines office.确认机票。Notifying the guest.通知客人。Obtain the following i100、nformation from the guest.Guest name；room No. flight No.; destination; departure date and time; class; ticket No.ect.By saying: May I have your full name?”May I have you flight number?在还给客人机票前记录下相关所有信息：客人姓名和房号；航班号码；目的地；日期时间；客舱等级；票号等。Make sure repeat the details to the guest.与客人重复信息。Make a phone call101、 to the airlines office for reconfirmation. Ensure offering all information to airline office clerk and obtain the reconfirmation coded and the clerk name. 与航空公司联系，将所有细节告知，并获得确认号和航空公司员工姓名。Call to guest or leave a message to inform the guest that his/her ticket has been reconfirmed. The message is:De102、ar Mr./Mrs. XX, Your air-ticket has been reconfirmed, the reconfirmation number is XX. Thank you and have a nice day. GSTL-Scott.”留言或打电话通知客人机票已确认好。To have all details at hand while reconfirming the ticket.掌握机票所有必要信息。Avoid making mistake is to show our sincerity to the guest.避免出错。Ensure our procedure103、s are customer friendly and easy for the customer and staff. 确保我们的程序既有利于客人又方便员工。Guest is aware of the outcome.让客人知道结果。PREPARED BY : MICHAEL ZHENG起草人 APPROVED BY : MR RAY ZHOU批准人 POSITION: OM职位：SIGNATURE/DATE签字/日期:POSITON: GM职位SIGNATURE/DATE签字/日期:DEPARTMENT : Front Desk部门 ：前厅部JOB TITLE : Guest Servic104、e Associate职称 ：前台职员TASK NO : FD 09号码 :TASK : Generating reports工作职责 : 总报告EQUIPMENT REQUIRED : Opera Workstation所需设备 ：工作台WHAT TO DO工作程序HOW TO DO操作明细WHY工作目的Printing department reports打印部门报告。Sort up of reports报告的分类。Printing downtime reports.打印例行报告。Filing of downtime reports.将报告归档。This is usually done a105、t night by the night shift GSA.通常由前台夜班员工做。A list would be provided showing which type of report for which department.有确定一份目录以表明哪一个部门需打印哪些报表。All reports would be sorted and placed according to the designated places for collection.报告被分类并被放在指定地方以方便取用。Downtime reports are to be printed at the beginning 106、of every shift hand over. (06:00,14:30; 22:30 daily)例行报告每天打印三次，分别在三个班次前。Downtime reports would consist of:a. Arrival reportb. Departure report with balancec. In house report by room & alphad. Room statuse. Posting summery 例行报告包括：抵达报告；离店报告；住店客人报告；房态表；账目报告等。File the report and place the folder in the 107、proper place.将报告归档并放在固定地方。Less interruption.较少被打扰。Information信息。Team work of Xxx Hotel spirit.酒店团队精神。For latest information in case of the computer breakdown.保持最新信息以防系统死机。Easily available in times of needs.需要时方便使用。PREPARED BY : MICHAEL ZHENG起草人 APPROVED BY : MR RAY ZHOU批准人 POSITION:FOM职位：SIGNATURE/D108、ATE签字/日期:POSITON: GM职位SIGNATURE/DATE签字/日期:DEPARTMENT : Front Desk部门 ：前厅部JOB TITLE : Guest Service Associate职称 ：前台职员TASK NO : FD 10 号码 :TASK :Greeting and welcoming guest (1 of 2)工作职责 : 问候并欢迎客人EQUIPMENT REQUIRED : Opera Workstation所需设备 ：工作台WHAT TO DO工作程序HOW TO DO操作明细WHY工作目的Use standard greetings for 109、the guests.使用标准问候语向客人问候。Welcome guests to the hotel.欢迎来饭店的客人。As the guests approach the reception counter, acknowledge their presence by greeting them at least three meters away from the counter. Say, Good morning /Afternoon/Evening, Mr.XX.(if name of guest is known, otherwise use Sir or Madam)当客人走近110、接待台时，在客人距接待台至少三米时向其问候示意，说，早上好/下午好/晚上好/，XX先生。（如果知道客人姓名时称XX先生，反之则使用先生或女士）Establish and keep eye contact with the guest and smile genuinely.与客人建立并保持视觉接触，真诚微笑。Stand upright with an attentive body posture.以专注的身体姿势立正站立。Say, Welcome to Traders Hotel, Kunshan. If guest is a return guest, Say, “ Welcome back111、 to Traders Hotel, Kunshan.”说,” 欢迎来昆山商贸饭店。”如果客人是回头客人，说,” 欢迎再次光临昆山商贸饭店。“To give a positive impression of the hotel as well as to acknowledge the importance of the guest in the hotel and also to raise the self-esteem of guests by addressing them by their names.使饭店的良好服务给客人留下深刻的印象，并使客人深切的感受到饭店重视自己，以其姓名相112、称呼也可以提高客人的自尊感。To show that you are genuinely willing to serve the guest.表现出真诚服务客人的愿望。A good body posture indicates good grooming and confidence.良好的身体姿势表明良好的修养和自信。To make guests feel at home as well as to proudly announce the name of the hotel.使客人有种归家感，为饭店的名称感到骄傲和荣幸。PREPARED BY : MICHAEL ZHENG 起草人 AP113、PROVED BY : MR RAY ZHOU批准人 POSITION: FOM职位：SIGNATURE/DATE签字/日期:POSITON: GM职位SIGNATURE/DATE签字/日期:DEPARTMENT : Front Desk部门 ：前厅部JOB TITLE: Guest Service Associate职称 : 前台职员TASK NO : FD 10号码 :TASK :Greeting and welcoming guest (2 of 2)工作职责 : 问候并欢迎客人EQUIPMENT REQUIRED : Opera Workstation所需设备 ：工作台WHAT TO 114、DO工作程序HOW TO DO操作明细WHY工作目的If guest should be kept waiting, thank them for waiting.如果需要客人等待的情况下应向客人的等待表示感谢。Offer assistance and identify guest by name. Use,” May I have your last name, please?”为客人提供帮助，识别客人的姓名.Use, “ Thank you for waiting, MR./Ms.XX.”说 ：“ 谢谢等候, XX先生/女士。”To retrieve reservation from Op115、era system.从Opera系统中找出客人的预定。To acknowledge that the guest has been waiting and their patience is appreciated.对客人的耐心表示感谢。PREPARED BY : MICHAEL ZHENG起草人 APPROVED BY : MR RAY ZHOU批准人 POSITION: FOM职位：SIGNATURE/DATE签字/日期:POSITON: GM职位SIGNATURE/DATE签字/日期:DEPARTMENT : Front Desk部门 ：前厅部JOB TITLE : Guest Ser116、vice Associate职称 ：前台职员TASK NO : FD 11号码 :TASK : Group check in 工作职责 : 团队登记 (1 of 4)EQUIPMENT REQUIRED : OperaWorkstation所需设备 ：工作台WHAT TO DO工作程序HOW TO DO操作明细WHY工作目的Receiving group resume.收到团队资料Prepare key envelope and group check in form.准备好团队欢迎信封和团队入住信息表格。 One day before, room controller should read117、 the group resume carefully and assign rooms for group, try to assign rooms on the same floor or closely. And if no enough vacant rooms, due out group rooms can be assigned for arrival group as long as check out time is at least three hours prior to arrival time.提前一天Room controller详细阅读团队资料，并根据具体要求安排118、团队房间，尽可能安排在同一层或相近楼层。如没有足够的房间，可安排当天离店的团队房间，但时间间距为至少三小时，以保证客房部有足够时间打扫房间。One day prior to group arrival, night shift front desk GSA should prepare key envelope and fill in group check in form according to group resume for the arrival group on the next day.团队到达的前一天，前台夜班员工应该根据团队资料准备好团队欢迎信封和填写团队信息表格。Group119、 check in form should be filled in below item:- Group name/hotel group code- Travel agent name- Arrival/departure date,time- No. of rooms and pax- Meal type and venue- Payment and etc.团队入住信息表格应该包括：团队名称；旅行社名称；到店离店日期，时间；房间数人数；就餐地点和种类；付款方式等等。Prepare room well in advance so as to save group check in tim120、e.提前安排房间以节省团队入住时间。Well preparation is the first step of express check in.良好的准备工作是快速登记的前提。PREPARED BY : MICHAEL ZHENG起草人 APPROVED BY : MR RAY ZHOU批准人 POSITION: FOM职位：SIGNATURE/DATE签字/日期:POSITON: GM职位SIGNATURE/DATE签字/日期:DEPARTMENT : Front Desk部门 ：前厅部JOB TITLE : Guest Service Associate职称 ：前台职员TASK NO :121、 FD 11号码 :TASK : Group check in 工作职责 : 团队登记 (2 of 4)EQUIPMENT REQUIRED : Opera Workstation所需设备 ：工作台WHAT TO DO工作程序HOW TO DO操作明细WHY工作目的Block group check in venue. 确定团队办理入住的地点Room assignment房间安排On the day when group arrive, prepare the room keys.准备钥匙Group arrival.团队到达Front desk GSA confirm with Sales g122、roup coordinator about group checking venue.前台员工与销售部团队协调员确认团队办理入住地点Double check room assignment, make sure there is no due out room, ensure room are arranged according to group resume.检查房间安排，确认无当天退房的房间。并且按照团队资料对房间的要求安排房间。After block rooms in computer, encode the room keys before the group arrival.房间123、安排好后，在团队到达前做好钥匙。Greet guest upon guest approach front desk counter with smile by saying: Nin Hao, welcome to Traders Hotel, Kunshan, May I help you Sir/Madam。”在客人走近前台时，微笑问候客人，” 您好，欢迎光临昆山商贸饭店，我可以帮您吗， XX先生。”Avoid guests block front desk check in area.避免客人堵塞在大厅前台处。Prepare rooms key in advance is to sav124、e group check in time.提前准备好钥匙以节约团队入住的时间。Present our courtesy and kindly service at first time.表现我们的真诚和礼貌的服务。PREPARED BY : MICHAEL ZHENG起草人 APPROVED BY : MR RAY ZHOU批准人 POSITION: FOM职位：SIGNATURE/DATE签字/日期:POSITON: GM职位SIGNATURE/DATE签字/日期:DEPARTMENT : Front Desk部门 ：前厅部JOB TITLE : Guest Service Associa125、te职称 ：前台职员TASK NO : FD11号码 :TASK : Group check in 工作职责 : 团队登记 (3 of 4)EQUIPMENT REQUIRED : Opera Workstation所需设备 ：工作台WHAT TO DO工作程序HOW TO DO操作明细WHY工作目的Room key issuing分发房间钥匙。Check in group in Opera system在Opera系统中登记入住团队Confirm grou information确认团队信息Assist tour leader to distribute room keys to guest126、s. Pass the updated group room list to bellboy for luggage delivery.协助领队分发钥匙给客人。将最新的房号名单给礼宾部用来运送行李。Double check room No. and check in group in Opera system.再次确认房号及总数，在系统中登记入住团队。Confirm group details with tour leader. Collect one copy of rooming list and get group Visa. If the group has no group Visa127、,ask all guests passports to register. 从领队处取得团队名单，确认团队信息，得到团体签证以便登记，如果没有团体签证,就需逐个登记。Fill in the group check in form, including:- Daily morning call time- Luggage down time- Daily breakfast time- Departure time and etc.Inform tour leader hotel facilities and service.填写团队入住信息表，包括：每日叫早时间; 下行李时间; 每日早餐时间128、; 离店时间等。介绍饭店相关设施。Connect telephone line for group room immediately.使团队房间的电话线路及时接通。Get more information,and inform more information.获取更多团队信息，同时给予更多饭店信息。PREPARED BY : MICHAEL ZHENG起草人 APPROVED BY : MR RAY ZHOU批准人 POSITION:FOM职位：SIGNATURE/DATE签字/日期:POSITON: GM职位SIGNATURE/DATE签字/日期:DEPARTMENT : Front De129、sk部门 ：前厅部JOB TITLE : Guest Service Associate职称 ：前台职员TASK NO : FD11号码 :TASK : Group check in 工作职责 : 团队登记 (4 of 4)EQUIPMENT REQUIRED : Opera Workstation所需设备 ：工作台WHAT TO DO工作程序HOW TO DO操作明细WHY工作目的Confirm payment with tour leader确认付款方式Direct Payment现付Escort group members to elevator引导客人去电梯Update group i130、nformation更改团队信息。Follow up.跟进Note: 注意：Any last minutes arrangement should inform concerned department immediately.任何最后更新的团队信息，必须马上通知相关的部门。Confirm payment with tour leader upon checking in.在入住时，与旅行社陪同确认付款方式。If it is paid upon check in , after group member go upstairs, collect payment from tour leader131、.如果团队是现付，客人登记入住后，向旅行社陪同收取。GSA show group to the elevator area.前台员工引导客人去电梯。Key in all guest information in Opera system. Double check room rate and do complimentary room according group resume.将所有客人信息输入系统，核查房费，并根据团队资料做相应的免费房。Distribute group check in form and rooming list to relevant department.File 132、the original one at front desk.将相关信息发送到相关部门。前台保存原件。Avoid any dispute upon check out避免在退房时发生任何账目的争执Don抰 block group member check in time to wait for collecting payment.不要因为收取现金，而耽误团队入住的时间Show our courtesy to guest.显示我们的对客的礼貌。Inform relevant departments for providing relevant service e.g. wake up call133、; luggage delivery,etc.通知相关部门相关信息，以确保提供向以服务。PREPARED BY : MICHAEL ZHENG起草人 APPROVED BY : MR RAY ZHOU批准人 POSITION:FOM职位：SIGNATURE/DATE签字/日期:POSITON: GM职位SIGNATURE/DATE签字/日期:DEPARTMENT : Front Desk部门 ：前厅部JOB TITLE : Guest Service Associate职称 ：前台职员TASK NO : FD12号码 : TASK : Guest location工作职责 : 客人方位 ( 1134、 of 2 )EQUIPMENT REQUIRED : Opera Workstation所需设备 ：工作台WHAT TO DO工作程序HOW TO DO操作明细WHY工作目的Greeting the guest when the guest approaches the reception counter.问候客人Check in the computer.查系统Take down guest s notice.记录Saying: Nin Hao, Mr./Mrs. XX, May I help you?”问候客人Upon the guest request for location ser135、vice, politely inquire guest s name and room number and confirm in the computer.客人要求方位服务，查系统确认客人身份。Politely ask guest for the information as below and key in guest folio at the same time.n Guest Locationn Contact No.n Return TimePolitely ask the guest when he/she will return.Repeat the details to th136、e guest.确认客人方位，联系电话，确认客人回来的时间。并再次重复信息。If guest there is no confirmed time when he/she comes back, tell guest by saying: Mr./Mrs. XX, when you come back, would you please call us to cancel this message?”如客人无法确认回来时间，请客人回来后马上通知取消方位服务Tell guest this message will be passed to his/her friend Mr./Mrs. XX, 137、we will tell your friend where you are and how to contact you or we will put through your friend s telephone number.”告知客人方位留言将会被转告给找他的客人。To create a good impression to the guest.给客人留下良好印象。To ensure the guest is in house guest and room number is correct. Correct guest information can assist us to pro138、vide precise service.确保客人是住店客人，并保证客人提供的房号与系统中一致。To cancel guest location on time. Guarantee our consistent service.确认时间及时取消方位服务。To ensure to get clear and full information. Ensure precise service is provided.重复确认保证清晰完整的信息。PREPARED BY : MICHAEL ZHENG起草人 APPROVED BY : MR RAY ZHOU批准人 POSITION: FOM职位：SI139、GNATURE/DATE签字/日期:POSITION: FOM职位：SIGNATURE/DATE签字/日期:DEPARTMENT : Front Desk部门 ：前厅部JOB TITLE : Guest Service Associate职称 ：前台职员TASK NO : FD 12号码 :TASK : Guest location工作职责 : 客人方位 ( 2 of 2 )EQUIPMENT REQUIRED : Opera Workstation所需设备 ：工作台WHAT TO DO工作程序HOW TO DO操作明细WHY工作目的End of talking with guest.结束交谈140、Call telephone operator.通知总机Cancel the location notice取消方位服务Check if anything else we can do for guest. If no, thank guest to finish the talking with guest.确认是否还能帮客人什么。Inform telephone operator of the location notice immediately.Politely inquire the operator name马上通知总机上述信息，并获得总机员工姓名。At the designate141、d cancellation time, call guest room to confirm if the guest has returned or not. If yes, cancel the location notice in the computer.If the guest has not returned, keep contacting guest room till guest comes back or get further notice.在预定取消时间，致电客人房间再次确认客人是否已回房间。如客人已回房间，取消方位服务。如未回房间，继续跟进。Note: 注意：Eve142、ry time, when caller or visitor request checking guest information, retrieve it from Opera Telephone Operator (Ctr+F7) function. Because, this is the only way to retrieve guest locator message.当客人查询信息时，在系统中要使用Ctr+F7 只有此项查询功能可以获得客人的方位留言。 Always remember to do more for guest.为客人多做。Avoid forgetting the143、 notice. Use team work to process consistent service.To ensure operator get clear and full information.马上通知，清楚完整的信息传达Follow up.跟进PREPARED BY : MICHAEL ZHENG起草人 APPROVED BY : MR RAY ZHOU批准人 POSITION: FOM职位：SIGNATURE/DATE签字/日期:POSITON: GM职位SIGNATURE/DATE签字/日期:DEPARTMENT : Front Desk部门 ：前厅部JOB TITLE : 144、Guest Service Associate职称 ：前台职员TASK NO : FD 13号码 :TASK : Handle confidential / Screen calls request工作职责 : 处理客人要求保密/筛选电话要求EQUIPMENT REQUIRED : Opera Workstation所需设备 ：工作台WHAT TO DO工作程序HOW TO DO操作明细WHY工作目的Confidential stay保密Screen calls筛选电话Process instruction accordingly相应的输入指示信息Explanation :Confidenti145、al stay : 保密Guest does not want others to know that he is staying with us.客人不希望别人知道自己住在本酒店。Screen calls : 筛选电话Guest wants all callers to be screened before being connected.客人希望任何电话被转接前，都要对来电者进行问询。Inform guest that we will inform all callers or visitors that he is not listed with us even though calle146、rs or visitors claimed to be related to guest. All parcels / items delivered will also be rejected.要通知客人我们将告知所有来电和来访者此客人不在本酒店入住，即使来电或来访者声称与此客人有关系。所有包裹或物品也会被拒收。Check with guest if he wants to accept emergency or overseas calls?Inform guest that we will screen all calls or visitors and await his furth147、er instructions.与客人确认是否希望接听紧急或国际长途? 通知客人我们将会筛选所有电话和来访者，并等待客人的进一步指示。Key in Confidential stay” or Screen calls” after guest last name in guests profile and also under Billing instruction”.Inform telephone operator so that DND” could be set in console.在客人的档案的姓后和账目指示栏中输入 “ 保密 “ 或 “ 筛选电话 “ 提醒员工注意。通知总机在话务148、台上设置DND“ 功能。To avoid accidental disclosure防止保密服务被揭穿To keep all informed.让所有人被告知。All calls will be diverted to operator console.所有的电话将被自动转接去总机。PREPARED BY : MICHAEL ZHENG起草人 APPROVED BY : MR RAY ZHOU批准人 POSITION: FOM职位：SIGNATURE/DATE签字/日期:POSITON: GM职位SIGNATURE/DATE签字/日期:DEPARTMENT : Front Desk部门 ：前厅149、部JOB TITLE : Guest Service Associate职称 ：前台职员TASK NO : FD 14号码 :TASK : Handling expected check out工作职责 : 处理预计离店客人 (1 of 3)EQUIPMENT REQUIRED : Opera Workstation所需设备 ：工作台WHAT TO DO工作程序HOW TO DO操作明细WHY工作目的Print out Departure report打印离店客人报表Sort due out room整理离店房间Check remark查看客人档案备注。Call guest room致电客人。150、Everyday at 12:30noon, print out Departure report” by room number.每天中午12：30后，按房号顺序打印当天预计离店客人报表。Sort due out rooms in following groups:-Rooms without departure time-Rooms with departure time-VIP rooms根据以下顺序整理离店房间：- 无离店时间房间- 有离店时间房间- 贵宾房间。Check remark to see if there are any instruction regarding chec151、k out time.检查备注确认是否有任何关于离店时间的要求。1. Call guest rooms which have no departure time，except to VIP rooms or other entitled late check out programmer.除贵宾和根据推销计划授权可延迟离店的房间外，给其他客人打电话询问离店时间。Do not call those rooms has departure time like,“13:31”, “15:16”, TBA/00:01”.It means, somebody at the Front Desk alre152、ady called the guest and confirmed the departure time.Ready for chasing due out.为确认当天离店房间做准备。Avoid disturb guest by repeat ask guests for departure time.避免重复询问客人离店时间。Get accurate information from guest.从客人处得到准确信息。Keep information in computer.在电脑中保留信息。PREPARED BY : MICHAEL ZHENG起草人 APPROVED BY : MR R153、AY ZHOU批准人 POSITION:FOM职位：SIGNATURE/DATE签字/日期:POSITON: GM职位SIGNATURE/DATE签字/日期:DEPARTMENT : Front Desk部门 ：前厅部JOB TITLE : Guest Service Associate职称 ：前台职员TASK NO : FD 14号码 :TASK : Handling expected check out工作职责 : 处理预计离店客人 (2 of 3)EQUIPMENT REQUIRED : Opera Workstation所需设备 ：工作台WHAT TO DO工作程序HOW TO DO操154、作明细WHY工作目的 不要给离店时间上注明，15:01;17:16的客人打电话，因为它表明前台员工已与客人确认过离店时间。2. Call guest rooms which are still occupied and expected to check out today.By saying,Mr./Mrs. XX, This is Scott, calling from the Front Desk, our record shows you check out today, May I reconfirm your departure time?”Would you like the b155、ell man to help you with your luggage?”Would you prefer I make limousineService booking for you to the airport?”打电话给今天预计离店的客人。“ XX先生，我是前台的Scott, 根据我们的记录您今天退房，我可以和您确认您的退房时间吗？“ 您需要行李员为您下行李吗？“ 您需要我为您订车去机场吗？Be courtesy.礼貌。PREPARED BY : MICHAEL ZHENG起草人 APPROVED BY : MR RAY ZHOU批准人 POSITION:FOM职位：SIGNATU156、RE/DATE签字/日期:POSITON: GM职位SIGNATURE/DATE签字/日期:DEPARTMENT : Front Desk部门 ：前厅部JOB TITLE : Guest Service Associate职称 ：前台职员TASK NO : FD 14 号码 :TASK : Handling expected check out工作职责 : 处理预计离店客人 (3 of 3)EQUIPMENT REQUIRED : Opera Workstation所需设备 ：工作台WHAT TO DO工作程序HOW TO DO操作明细WHY工作目的Decide complimentary l157、ate check out time.决定免费延迟离店时间。Input departure confirming message确认离店时间留言Input updated departure time into computer.Like,“14:31”, “15:16” . GSA-reception has right to decide late check out till 3pm in low occupancy (below 65%). Refer to GSTL-front desk for late check out after 3pmGSM decide some late158、 check out on only full situation将确定的离店时间按标准格式输入电脑，例如，14:31,15:16.前台员工有权在出租率不高的情况下(在65%以下)给予客人延迟离店时间至15:00, 15:00之后可请示领班。 值班经理在出租率高时决定延迟退房时间。Regarding rooms which can not be confirmed about the departure time by telephone, input standard format message into computer to inform guest regarding the con159、firmation of departure date and time.Mr./.Mrs. XX, Please contact the Service Center at Ext. 3 regarding your departure date and time.Thank you and have a nice day.”客人不在房间的情况下，可留标准确认离店时间留言给客人。“ XX先生， 请致电服务中心分机3确认您的离店日期和时间 。“Keep the record standard.保持纪录的标准。PREPARED BY : MICHAEL ZHENG起草人 APPROVED BY 160、: MR RAY ZHOU批准人 POSITION:FOM职位：SIGNATURE/DATE签字/日期:POSITON: GM职位SIGNATURE/DATE签字/日期:DEPARTMENT : Front Desk部门 ：前厅部JOB TITLE : Guest Service Associate职称 : 前台职员TASK NO : FD 15号码 :TASK :Handling guest enquiries and introducing facilities工作职责 : 处理客人查询并介绍店内设施 (1 of 2)EQUIPMENT REQUIRED : Opera Workstati161、on所需设备 ：工作台WHAT TO DO工作程序HOW TO DO操作明细WHY工作目的Product knowledge业务知识Follow up落实Know the number of outlets. Be aware of the operational hours. Be aware of all other facilities that are available.-Knowledge of types of rooms and their rates.-Never assume, should be sure (Do not say “maybe, I think”)By s162、aying, Business center is on the 2nd floor.”Safe is available in your room.”熟知餐厅及设施；营业时间；饭店内其他服务项目和设施。掌握房间类型及房价。永远不要猜想，要确认。If you do not know something,By saying,Mr./Mrs. XX, I will check it and get back to you within 5 minutes.”Check with concierge or other department colleagues,Or check other ways163、 to get information e.g. City information telephone center, map, tour guide menu.对于不确定信息的问询，告知客人你将尽快查实并将信息反馈。 与相关部门查实后马上反馈客人。To sell the hotel and ready to serve guest to show care about hotel benefit and sincerity to guest.Be knowledgeable.推销饭店各项服务项目。提供准确的信息。Provide accurate information to provide 164、precise service.提供准确有效的信息。Use team work of XXX Hotel spirit to serve guest.发挥团队精神服务客人。Guest will appreciate; we will have answers or provide alternatives for guest enquiries.对于客人的询问我们将有答复或提供选择的余地，使客人满意。PREPARED BY : MICHAEL ZHENG起草人 APPROVED BY : MR RAY ZHOU批准人 POSITION: FOM职位：SIGNATURE/DATE签字/日期:PO165、SITON: GM职位SIGNATURE/DATE签字/日期:DEPARTMENT : Front Desk部门 ：前厅部JOB TITLE : Guest Service Associate职称 ：前台职员TASK NO : FD 15号码 :TASK : Handling guest enquiries and introducing facilities工作职责: 处理客人查询并介绍店内设施 （2 of 2）EQUIPMENT REQUIRED : Opera Workstation所需设备 ：工作台WHAT TO DO工作程序HOW TO DO操作明细WHY工作目的Any extra 166、information其他额外信息Any information offered by the guest or by a staff from other department can be valuable.Fully use the information from the guest preference Pad, key in all concerned information to guest remarks” of guest profile in Opera system.任何客人或其他部门员工提供的客人信息都是有价值的。很好的利用客人喜好调查表 将相关的信息输入系统的客史档案167、中。To anticipate and meet the guest need.预见满足客人需求。PREPARED BY : MICHAEL ZHENG起草人 APPROVED BY : MR RAY ZHOU批准人 POSITION:FOM职位：SIGNATURE/DATE签字/日期:POSITON: GM职位SIGNATURE/DATE签字/日期:DEPARTMENT : Front Desk部门 :前厅部JOB TITLE: Guest Service Associate职称 ：前台职员TASK NO : FD 16号码 :TASK : Handling In-House amenity168、 (page 1 of 2)工作职责 : 处理客人欢迎品EQUIPMENT REQUIRED : Opera Workstation所需设备 ：工作台WHAT TO DO工作程序HOW TO DO操作明细WHY工作目的Analyze the arrival report and guest amenity summary report generated by Opera.分析由Opera打印出来的抵达报告和客人欢迎品报告。Check guest history(remarks in guest profile) for any special needs.检查客人历史 (客人个人资料备注栏)169、，以查是否有特殊需要。Report issue报表分发Raise the amenities requisition form for same day booking.填好当天预定的欢迎品申请表。Go through each reservation and highlight the special requests or amenities.通览每一个预定，在特殊要求处做出突出标记。View the remarks in the guest profile to look for any special needs or requests during the guests previo170、us stay.查看客人的个人资料，查找在客人以前居住期间是否有特殊的需要或要求。First issue:To complete blocking early arrival and VIP rooms, the amenities report should be passed to room service before 09:30第一次分发报表，在每天09：30之前将所有的早到客人和贵宾的房间安排好后。Second issue:To complete blocking most of arrival rooms, the amenities report should be issued171、 to room service before 12:00.第二次分发报表，在每天12：00前，将大部分抵达的客人房间安排好后。For the same day booking, fill in the details such as name, day of arrival, expected time of arrival, requests, room number which has been blocked. Pass this report to room serviceTo ensure that all requests are attended to and that not172、hing is missed.确保所有的要求都被得到注意， 并无一遗漏。To provide efficient service for the guest as well as to ensure that mistakes are not repeated.为客人提供高效率的服务，并确保不重复出错。To ensure consistency in our service and all amenities are sent promptly.To show guest we take note of his preference.To give room service enough ti173、me to prepare and deliver the amenities.保证我们服务的持续性和确保所有的欢迎品及时送达。使客人感受到我们关注他们的喜好给送餐部足够的时间准备和递送欢迎品。Complete details are important as it will help the respective department to prepare for the special request.详细填写各项是很重要的，因为这将有助于各个部门为客人的特殊要求做准备。PREPARED BY : MICHAEL ZHENG起草人 APPROVED BY : MR RAY ZHOU批准人 174、POSITION: FOM职位：SIGNATURE/DATE签字/日期:POSITON: GM职位SIGNATURE/DATE签字/日期:DEPARTMENT: Front Desk部门 ：前厅部JOB TITLE: Guest Service Associate职称 ：前台职员TASK NO : FD 16号码 :TASK : Handling In-House amenity (page 2of 2)工作职责 : 处理客人欢迎品EQUIPMENT REQUIRED: Opera Workstation所需设备 :工作台WHAT TO DO工作程序HOW TO DO操作明细WHY工作目的To175、 meet guest any additional requirement.满足客人的其他需求。Ensure that the requested amenities have been placed in the room prior to guest arrival.确保各项要求的欢迎品在客人到达之前送到房间。对于当天的预定，将详细的内容，例如：客人姓名，抵达日期，预计抵达时间，要求，预留的房号等。将报告交给送餐部。Confirm with concerned department regarding some special set up amenity.与其他相关部门确认客人的其他需176、求得到满足。Telephone the respective departments to ensure that the item requested have been sent to the room.与各个部门通电话以确保所要求的各项均送到房间内。For VIP guest, GRO must go to the respective room and physically check to ensure that the requested amenities have beenplaced in the room prior to guest arrival.亲自去VIP房间检查，177、确保在客人到达之前将欢迎品在房间安排好。To double check again so that nothing is omitted.We will be consistent in our delivery of service.再次检查以免有所疏漏。对客服务要保持一致。PREPARED BY : MICHAEL ZHENG起草人 APPROVED BY : MR RAY ZHOU批准人 POSITION: FOM职位：SIGNATURE/DATE签字/日期:POSITON: GM职位SIGNATURE/DATE签字/日期:DEPARTMENT : Front Desk部门 ：前厅部JO178、B TITLE : Guest Service Associate职称 ：前台职员TASK NO : FD 17 号码 :TASK : Handling late check-out requests (1 of 2)工作职责 : 处理延迟退房的要求EQUIPMENT REQUIRED : Opera Workstation所需设备 ：工作台WHAT TO DO工作程序HOW TO DO操作明细WHY工作目的Receive late check-out request from guest.从客人处收到延迟退房的要求。Ask the guest name and room number，adv179、ise guest of usual check-out time.确认客人房号和姓名，告知客人正常退房时间。Check with computer if room is blocked for todays arrival.与计算机核查该房是否为今天抵达的客人预留。If room is not blocked and occupancy is low, grant late check-out until 15:00. (If in doubt, consult supervisor.)如果该房未预留，在出租率不高的情况下，则最迟可推迟退房至15:00.(如有疑惑，咨询主管)Late che180、ck-out request till 18:00, explain to guest the half day charge.如客人要求推迟退房至18:00,向客人解释要收半天的房费。Late check-out after 18:00 will incur a full day charge.推迟退房至18:00以后将按一整天收费。Late check-out request during high ccupancy refert to SM.在出租率高的情况下，推迟退房的要求要向服务经理汇报。So guest is aware of the usual check-out time.以便181、客人知道通常的退房时间。To ensure that room is available.以确保房间是可用的。PREPARED BY : MICHAEL ZHENG起草人 APPROVED BY : MR RAY ZHOU批准人 POSITION:FOM职位：SIGNATURE/DATE签字/日期:POSITON: GM职位SIGNATURE/DATE签字/日期:DEPARTMENT : Front Desk部门 ：前厅部JOB TITLE : Guest Service Associate职称 ：前台职员TASK NO : FD 17号码 :TASK : Handling late chec182、k-out requests (2 of 2)工作职责 : 处理延迟退房的要求EQUIPMENT REQUIRED : Opear Workstation所需设备 ：工作台WHAT TO DO工作程序HOW TO DO操作明细WHY工作目的Upon confirming late check-out time, update in the Opera system in departure time like 15:01 or 16:31. 确定延迟离店时间后，在系统中离店时间处注明15:01或16:31.If late check-out is chargeble, put remarks 183、in instruction field of reservation screen to remind cashier to charge to guest upon check-out charge half day for LCO till 18:00.如果确认收费，在预定屏幕输入备注” 收半天房费，延迟退房至18:00。PREPARED BY : MICHAEL ZHENG起草人 APPROVED BY : MR RAY ZHOU批准人 POSITION:FOM职位：SIGNATURE/DATE签字/日期:POSITON: GM职位SIGNATURE/DATE签字/日期:DEPARTM184、ENT : Front Desk部门 ：前厅部JOB TITLE : Guest Service Associate职称 ：前台职员TASK NO : FD 18号码 :TASK : Handling message 工作职责 : 处理留言 （1of 2）EQUIPMENT REQUIRED : Opera Workstation所需设备 ：工作台WHAT TO DO工作程序HOW TO DO操作明细WHY工作目的When guest is in front of you当客人在你面前时。Suggest the voice mail.If guest looks puzzles explain185、 how the voice mail works.建议使用留言机。如果客人看上去不明白，则向客人解释如何使用留言机。If guest refuse to use the voice mail, present a message sheet with a pen to guest to write down himself or would prefer a text message generated by the computer.如果客人拒绝使用留言机，与客人核查看他是愿意亲自写留言，还是由员工在系统中直接留言。For voice mail, pick the phone and ca186、ll the operator. Inform operator that a guest whould like to leave a voice mail. Hand the handset over to the guest.使用留言机，拿起电话打给接线生，通知接线生有一位客人要用留言机留言，然后将话筒交给客人For text message, check with guest if he prefers to write it himself by hand or would prefer a compute printed message.对于原文留言，与客人核查询问其是否愿意自己用187、手写还是用计算机打印留言。ConvenientSome guest may not be aware of what a voice mail is and how it works. Be helpful to guest at every time.Respect guest privacy as some messages can be very person方便一些客人可能不知道什么是留言机和怎样使用它。Respect guest privacy as some messages can be very personal.尊重客人的隐私，因为一些留言是很私人的。PREPARED BY 188、: MICHAEL ZHENG起草人 APPROVED BY : MR RAY ZHOU批准人 POSITION:FOM职位：SIGNATURE/DATE签字/日期:POSITON: GM职位SIGNATURE/DATE签字/日期:DEPARTMENT : Front Desk部门 ：前厅部JOB TITLE : Guest Service Associate职称 ：前台职员TASK NO : FD 18号码 :TASK : Handling message 工作职责 : 处理留言 （2of 2）EQUIPMENT REQUIRED : Opera Workstation所需设备 ：工作台WH189、AT TO DO工作程序HOW TO DO操作明细WHY工作目的Computer printer message.计算机打印的留言。Message delivery.派送留言。For written messages, present message form, envelope and a pen, pen pointing towards you to the guest.对于写下来的留言，交给客人留言表，信封和一支笔，笔尖指向自己。Write the name and room number on the envelope if it is not already written by 190、the guest.如果客人没有填写完整，在信封上写下客人的姓名，房间号码。Stamp with date and time.标上日期和时间。Computer printer message:-Listen carefully-Write the message down on a piece of paper-Repeat the details-Create into the computer.计算机打印留言：认真细听；在一张纸上写下留言；重复细节；输入进电脑。Hand over to service centre to print and concierge runner for del191、ivering to the room.交由服务中心打印并由礼宾部派送留言去房间。To provide guest with all materials.提供给客人所有的所需用具。PREPARED BY : MICHAEL ZHENG起草人 APPROVED BY : MR RAY ZHOU批准人 POSITION:FOM职位：SIGNATURE/DATE签字/日期:POSITON: GM职位SIGNATURE/DATE签字/日期:DEPARTMENT : Front Desk部门 ：前厅部JOB TITLE : Guest Service Associate职称 ：前台职员TASK NO :192、 FD 19号码TASK : Handle guest complaints 处理客人投诉(page 1 of 4)EQUIPMENT REQUIRED:WHAT TO DOHOW TO DOWHYIf there is a problem, we MUST recover, corrective action should be taken IMMEDIATELY, preferably before the guest has a chance ot leave the property.问题发生，必须立即处理。及时的采取措施，可避免客人流失PERCEPTION IS REALITY感觉就193、是事实LISTEN to the complaint all the way thoroughly仔细聆听APOLOGIZE道歉Stop whatever you are doing and face the guest.停下手中的工作马上面对客人Keep an eye contact with guest，separate guest with other customer. If the situation is very serious out of control, inform manager on duty immediately for help.保持目光接触，最好将客人安置在独194、立空间，如果事态无法控制，及时通经理YOU are responsible for customer loyalty, take complaint seriously but NOT personallyDo not interrupt, fully listening to the guest. Do not try to interrupt them and refrain from an explanation or pointing out facts. Take note during the complaint.不要打断客人，不要试图解释，耐心听完客人讲述，并作必要记录Liste195、n to Facts倾听事实Listen to Feelings倾听感受“ I can understand how frustrating it can be ” or “ I would feel upset too if it happened to me.”Apology is not admitting the mistake, its showing care and concern.道歉不是盲目承认错误，而是要表示我们对客人的关心和关注If the complaint has factual base, explain and clarify the situation.Avoi196、d making up stories to Cover the situation.不要试图找借口掩盖事实Taking care of complaints promptly precludes the necessity of guests writing letter s to the hotel and if the problem is resolved quickly, 95% of the unhappy customers will return.谨慎处理好客人投诉，避免事情恶化。95%的客人会回头。We need to create the positive Percepti197、on of we care我们要对客人“关怀备至”使客人产生一种无比愉悦的感觉Patience enables us to fine out what the matter really is.耐心能够使我们找到问题的关键所在When a guest is very angry, very upset. We need to calm the customers and ourselvesBe emphthetic 当客人十分生气和失望时，我们需要倾听客人感受， 表示理解Patience enables us to fine out what the matter really is.耐心能够198、使我们找到问题的关键所在Helps to calm the angry guest, show him/her that we are concern with the problem and let him/her know we areon his side帮助客人是他/她平静, 表示我们的关心和关注。PREPARED BY: MICHAEL ZHENG起草人 APPROVED BY: MR RAY ZHOU批准人POSITION:FOM职位：SIGNATURE/DATE签字/日期:POSITON: GM职位SIGNATURE/DATE签字/日期:DEPARTMENT : Front De199、sk部门 ：前厅部JOB TITLE : Guest Service Associate职称 ：前台职员TASK NO : FD 19号码TASK : How to handle guest complaints 处理客人投诉(page 2 of 4)EQUIPMENT REQUIRED:WHAT TO DOHOW TO DOWHYFIX THE PROBLEM解决问题a) Sense of Urgency紧迫感b) One-Stop-Shop一步到位c) Gain Cibfudebe abd Trust赢的客人的信心和信任Act immediately.立即采取行动Please wait a200、 minute, I will get back to you immediately请稍候，我马上回来。 Let me caome back to you immediately on how we can solve the problem for you我会马上告诉您我们的处理方案。To avoid:- Continue with your own work- Dont act immediately- Slow movement- Impatient It is important that the guest actually sees you trying to solve the201、ir problem.让客人感到你立即采取行动解决问题非常关键Positive perception that we really care使客人感觉到我们真正关心他 When sth is wroing, guest wants it to be fixed immediately当出现问题时客人当然希望能够马上得到解决 PREPARED BY: MICHAEL ZHENG起草人 APPROVED BY: MR RAY ZHOU批准人POSITION:FOM职位：SIGNATURE/DATE签字/日期:POSITON: GM职位SIGNATURE/DATE签字/日期:DEPARTMENT: 202、Front Desk部门 ：前厅部JOB TITLE: Guest Service Associate职称 ：前台职员TASK NO: FD19号码：TASK: How to handle guest complaints 处理客人投诉(page 3of 4)EQUIPMENT REQUIRED:WHAT TO DOHOW TO DOWHYDELIGHTThe Extra Mile让客人愉悦FOLLOW-UP跟 进 Sometimes, the complaint handling can not be done immediately, Document the facts and then203、 give it to the concerned departments for handling.Do the follow up with the department concerned. Get back to the guest. 有时不能马上解决投诉，准备相应的材料给相关部门处理，跟进投诉的解决情况，告知客人投诉解决的进程和结果。By using your good judgment, offer options and choices. Do not promise what you can not do.提供解决问题的方案，不要承诺不可能完成的事情Thank you, Mr.204、 Tan for bringing this problem to our attention and please accept our sincere apologies for all inconvenience caused to you.” If necessary, prepare apologize letter & amenities for the guest for recovery/compensation.感谢客人将问题提出，并对对客人造成的不便表示歉意。如果必要，准备道歉信或送水果等物品表示歉意Nothing cools down an anger or disapp205、ointed guest more than an immediate response to a problem.立即行动是使客人平静的最好方法Willing to provide the better service to the guest in the future.表示在今后提供更好的服务 PREPARED BY: MICHAEL ZHENG起草人 APPROVED BY: MR RAY ZHOU批准人POSITION:FOM职位：SIGNATURE/DATE签字/日期:POSITON: GM职位SIGNATURE/DATE签字/日期:DEPARTMENT: Front Desk部门206、 ：前厅部JOB TITLE: Guest Service Associate职称 ：前台职员TASK NO: FD 19号码：TASK: How to handle guest complaints 处理客人投诉 (page 4 of 4)EQUIPMENT REQUIRED:WHAT TO DOHOW TO DOWHY9.Make sure the guest is satisfaction.确保客人满意处理结果SM-FO will record the complaint and the corrective action taken. Note:All complaint letter207、s, received by a department, must be forwarded to the General Manaer Office immediately. A reply will be sent within 48 hours of receipt.所有书面投诉应立即转交行政办， 48小时内将被回复Contact the guest to see if the problem was satisfactorily solved at the conclusion of the hotel efforts, be sure that the situation ends 208、on a positive note.与客人联系确认客人满意我们的处理结果Record the information in guest history for future stay.输入客史资料A copy will be sent ot the GM and Excom on the same day through Service Manager Logbook by Lotus Notes.在交班本上写明投诉经过和处理结果.Satisfied guest will become loyal to the guest.满意的客人会成为我们的常客PREPARED BY: MICHAEL 209、ZHENG起草人 APPROVED BY: MR RAY ZHOU批准人POSITION:FOM职位：SIGNATURE/DATE签字/日期:POSITON: GM职位SIGNATURE/DATE签字/日期:DEPARTMENT : Front Desk部门 ：前厅部JOB TITLE : Guest Service Associate职称 ：前台职员TASK NO : FD 20号码 :TASK : Handling of guest compliments工作职责 : 处理客人致意EQUIPMENT REQUIRED : Opera Workstation所需设备 ：工作台WHAT TO 210、DO工作程序HOW TO DO操作明细WHY工作目的Guest approach the Front Desk counter and give the compliments comments.客人表达致意。Thank the guest.感谢客人Offer guest the Guest Comment Form.提供给客人建议卡。Collect the Guest Comment Form收集客人建议卡Stay calm with actively listen.耐心倾听。Accepts the compliments positively, smile. By saying,Thank211、 you very much, Mr./Mrs. XX, we are glad that you enjoyed your stay with us.”接受致意 ， 微笑的说 ：“ 谢谢您， XX先生 ， 我很高兴您喜爱与我们共处的时光。“If guest ask the comment form, use both hands to present comment form and offer a pen with pen pointing towards you.如果客人要求建议卡，用双手递给客人，并同时提供给客人一支笔，笔尖指向自己。Introduce the Customer Del212、ight Program to the guest and suggest him to fill in the form.介绍 “ 令客人喜出望外计划 “并建议客人填写。Collect the Form and give it to GM.将所有客人建议卡交给总经理。Show our humility.表示我们的谦恭。Let the guest know that you appreciate his comments. 让客人了解你很重视和感激他的评论。Important feedback on areas that need improvement, to enhance our ser213、vice in future. Show our sincerity by enhancing service.客人的重要建议可以反应出哪些地方需要改进，以进一步提高我们的服务。For distributing to the relevant department.以便转交给相应部门。PREPARED BY : MICHAEL ZHENG起草人 APPROVED BY : MR RAY ZHOU批准人 POSITION: FOM职位：SIGNATURE/DATE签字/日期:POSITON: GM职位SIGNATURE/DATE签字/日期:DEPARTMENT : Front Desk部门 ：前214、厅部JOB TITLE : Guest Service Associate职称 ：前台职员TASK NO : FD 21号码 :TASK : Handling wake-up calls requests工作职责 : 处理叫醒电话的要求 (1 of 2)EQUIPMENT REQUIRED : Opear Workstation所需设备 ：工作台WHAT TO DO工作程序HOW TO DO操作明细WHY工作目的Verify both room number and guest name.证实房间号码和客人姓名。Write down details写下细节Restate details重述细节215、。Record记录。Always check one information against the other information. e.g. If guest calls you and asks for a wake-up call for room number 804. Check with the computer by keying in the room number and verify guest name.根据一个信息核查另一个信息例如，如果客人打电话给你并要求为804房间提供叫醒电话服务，输入房间号码与电脑核查并证实客人姓名。Take a piece of pape216、r and write down the exact details. e. g. date, time, room no. guest name.拿一张纸记下确切的细节，例如，日期，时间。Reconfirm with guest both time and date.By saying : “ Mr.XX, you would like to have your wake-up call tomorrow at 06:30AM, is that right?”与客人再次确认时间和日期，”Write down all details in the morning call record for217、m with the following information below:Date; guest name; room no. wake-up time; staff signature.将所有细节记录在叫醒记录本上，诸如以下细节：记录日期，姓名，房号，时间并签字To ensure that the right guest receives the wake-up call.以确保正确的客人接到叫醒电话。During busy periods, relying completely on memory may not be feasible.在繁忙阶段，完全依靠记忆是不可行的。To che218、ck if all facts are right.以核查是否所有的信息都是正确的。PREPARED BY : MICHAEL ZHENG起草人 APPROVED BY : Mr. MR RAY ZHOU批准人 POSITION:FOM职位：SIGNATURE/DATE签字/日期:POSITON: GM职位SIGNATURE/DATE签字/日期:DEPARTMENT : Front Desk部门 ：前厅部JOB TITLE : Guest Service Associate职称 ：前台职员TASK NO : FD 21号码 :TASK : Handling wake-up calls requ219、ests工作职责 : 处理叫醒电话的要求 (2 of 2)EQUIPMENT REQUIRED : Opear Workstation所需设备 ：工作台WHAT TO DO工作程序HOW TO DO操作明细WHY工作目的Verification核实。To call operator.给接线生打电话Send the copy of morning call form to operator.将一份叫早记录表的复印件给总机。File morning call form.叫早记录表归档。Inform operator wake-up call request and time.通知总机具体内容Cal220、l operator immediately and inform operator the details clearly.立即给接线生打电话，清楚地通知接线生详细内容。Ask operator to repeat the details.让接线生重复细节Thank the operator and inquire name of the operator and make record感谢接线生，询问接线生姓名并记录。Night shift front desk staff makes one copy of morning call form and ask concierge staf221、f to send to operator.夜班前台员工将一份叫早记录表的复印件在夜审之前由礼宾部员工交给给总机，再次核查Front desk and operator night shift file the morning call form.The morning call form kept by Front Desk should have the signature of operator staff who received the form.前台和总机员工将叫早记录表归档。前台存档的叫早记录表必须有接收的总机员工的签名。Delaying to call operator mig222、ht lead to forgetting the task.延迟给接线生打电话可能会导致忘记任务。To ensure that operator has heard you correctly.以确保接线生从你处听到的内容正确。A sense of responsibility.一种责任感。In case there is misunderstanding through phone.以防通过电话表达不清，产生误解。In order to check in the future.备以后查询。PREPARED BY : MICHAEL ZHENG起草人 APPROVED BY : MR RAY223、 ZHOU批准人 POSITION:FOM职位：SIGNATURE/DATE签字/日期:POSITON: GM职位SIGNATURE/DATE签字/日期:DEPARTMENT : Front Desk部门 ：前厅部JOB TITLE : Guest Service Associate职称 ：前台职员TASK NO : FD 22号码 :TASK : Key Authorization工作职责 : 钥匙的授权 (1 of 4 )EQUIPMENT REQUIRED : Opera Workstation所需设备 ：工作台WHAT TO DO工作程序HOW TO DO操作明细WHY工作目的In h224、ouse guest leave key to visitorCheck guest s name and room number住店客人留钥匙给来访者，确认客人姓名和房号。Fill in the key authorization form填写钥匙授权书。If in house guest approaches the guest service counter to claim key authorization service, politely inquire guests name and room number and double check in the computer.Ra225、ise the key authorization form.住店客人留钥匙给来访者，在系统中确认客人姓名和房号。并要求填写钥匙授权书。The key authorization form is following SLIM standard.Note: If guest called from the floor, request room key to open the door. GSA should confirm guest identity either by asking passport or ID card or confirm guest date of birth.If 226、the guest is long stay, every time walk in and out, do not ask the guest to sign the form, make extra key and immediately open the door.Politely ask the guest to sign the form. Check the signature is the same with registration card, then open door for the guest. Note: If you know the guest, you shou227、ld not stick on guest signature, immediately open the door for guest. 如果客人在楼层要求要钥匙，通过看证件确认客人身份或确认生日。如果是常住客人，先替客人打开门，再要求客人签字以核对身份。如果你认识客人，不要坚持客人签字确认，马上给客人重新做钥匙。Ensure the guest is a hotel guest and room number is correct.确保客人是住店客人。Customer security, SLIM standard.为了保障客人安全。Recognition program and flex228、ible service.认知和灵活的服务。PREPARED BY : MICHAEL ZHENG起草人 APPROVED BY : MR RAY ZHOU批准人 POSITION: FOM职位：SIGNATURE/DATE签字/日期:POSITON: GM职位SIGNATURE/DATE签字/日期:DEPARTMENT : Front Desk部门 ：前厅部JOB TITLE : Guest Service Associate职称 ：前台职员TASK NO : FD 22号码 :TASK : Key Authorization工作职责 : 钥匙的授权 (2 of 4 )EQUIPMENT R229、EQUIRED : Opera Workstation所需设备 ：工作台WHAT TO DO工作程序HOW TO DO操作明细WHY工作目的Explain the declaration to guest.解释条款Invite guest signature客人签字Leave a location方位确认Keep key authorization form保存钥匙授权书Issue the room key发放钥匙Use closed palm to point out the declaration clause on the authorization form to the in hou230、se guest and politely explain to the guest that Hotel will not be responsible for any losses and damage caused by key authorization.By saying: Mr. XX, we will careful check your friends ID, to ensure we pass the key to the right person.”解释钥匙授权书条款给客人，并声明酒店将不承担由钥匙授权带来的损失。After confirm guest fully unde231、rstanding the form, invite guest sign for authorization.客人在钥匙授权书上签字。Leave a location for the in house guest if guest will.如果住店客人同意，留下客人方位。Keep the key authorization form at information rack or designated place.将钥匙授权书放在指定位置When the designated key receiver approaches the guest service counter, check k232、ey receivers ID card or passport and copy ID card attach with authorization form. 当指定人取钥匙时，检查证件并复印附在钥匙授权书后。Clarify the responsibility. Care about hotels benefit in order to avoid future unnecessary benefit.澄清责任，避免纠纷。Get guest written approval.得到客人书面同意。For key receivers further contact.Anticipate gue233、sts request.为取钥匙人联络方便/Easy for checking.Ensure the key will be given to the right designated person, care about both in house guests security and hotel security.安全考虑。PREPARED BY : MICHAEL ZHENG起草人 APPROVED BY : MR RAY ZHOU批准人 POSITION: FOM职位：SIGNATURE/DATE签字/日期:POSITON: GM职位SIGNATURE/DATE签字/日期:DEPAR234、TMENT : Front Desk部门 ：前厅部JOB TITLE : Guest Service Associate职称 ：前台职员TASK NO : FD 22号码 :TASK : Key Authorization工作职责 : 钥匙的授权 (3 of 4)EQUIPMENT REQUIRED : Opera Workstation所需设备 ：工作台WHAT TO DO工作程序HOW TO DO操作明细WHY工作目的File key authorization form归档Guest request room key客人要求房间钥匙Check computer核查电脑Politely i235、nvited the key receiver to sign on the key authorization form By saying: “ Mr. Xx, could you sign it on the form, please?”要求取钥匙人在授权书上签字。GSA who issues the room key signs on the key authorization form.File key authorization form by date.发放钥匙员工在授权书上签字并根据日期归档。If guest claim for room key at front desk, 236、politely request guest to show passport or ID card or confirm guest date of birth. By saying: “ Only for security reason could I have your passort or ID card ?”If possible, ask guest signature to compare the signature with registration card , if it is correct, then issue the key. If you know the gue237、st, do not ask for signature. 客人在前台要求钥匙，查看证件或询问生日确认身份。如可以，要求客人签字用以和登记卡核对。Upon receiving guest ID card, passport, verity guest name in computer and room number.根据证件核查电脑是否一致。For future tracing备查。Verify guest identify.确认身份。Respect the guest.尊重客人。Ensure right room key is given to right guest.确保发放给正确的客人。238、PREPARED BY : MICHAEL ZHENG起草人 APPROVED BY : MR RAY ZHOU批准人 POSITION: FOM职位：SIGNATURE/DATE签字/日期:POSITION: FOM职位：SIGNATURE/DATE签字/日期:DEPARTMENT : Front Desk部门 ：前厅部JOB TITLE : Guest Service Associate职称 ：前台职员TASK NO : FD 22号码 :TASK : Key Authorization工作职责 : 钥匙的授权 (4 of 4)EQUIPMENT REQUIRED : Opera Work239、station所需设备 ：工作台WHAT TO DO工作程序HOW TO DO操作明细WHY工作目的a. If guest was registered the corresponding room如果客人为正确的登记人b. If guest is not registered the corresponding room.如果客人不是正确登记人Given out room key, after confirm that guest is registered at the room by above method, politely give out room keys and thank 240、for guest waiting by saying: “ Mr. XX, here is your room key, thank you for your waiting.”确认身份后，发放钥匙。1. Use the guest name to check in computer to see guest if guest remember a wrong number, if find the right room number and by checking the right signature with the registration card. Give out guest 241、correct room number.通过系统核查是否客人记错房号，通过姓名检查正确房号，确认身份后，发放钥匙。2.If guest name is not in computer, politely inform guest that room key can not be given by saying: “ I m sorry, Mr. XX, the name registered in computer is not same as yours. I have difficulty to issue key to you.”客人姓名无法在系统中找到，礼貌的告知客人钥匙无法发放Exp242、ress our sincerely and courtesy service.表达我们真诚礼貌的服务。Try our best to do more for guest.尽力多为客人着想Care on in house guest security and safety.保证客人的安全。PREPARED BY : MICHAEL ZHENG起草人 APPROVED BY : MR RAY ZHOU批准人 POSITION: FOM职位：SIGNATURE/DATE签字/日期:POSITION: FOM职位：SIGNATURE/DATE签字/日期:DEPARTMENT : Front Desk243、部门 ：前厅部JOB TITLE : Guest Service Associate职称 ：前台职员TASK NO : FD 23号码 :TASK : Lost and Found procedure工作职责 : 失物招领程序 (1 of 3)EQUIPMENT REQUIRED : Opera Workstation所需设备 ：工作台WHAT TO DO工作程序HOW TO DO操作明细WHY工作目的Guest requires on lost items.客人查询有关丢失物品Record down lost item details.记录细节。Check Lost & Found.查询失物244、。Handling items if found.如果失物找到的处理程序。Have eye contact with guest.与客人进行目光接触。Listen carefully and note down details.认真听并记下细节。a. From in-house guest.-Room number-When did the guest lost it-Location of item-Description of the item住店客人：房号；丢失的时间；物品的位置；物品的描述。b. Check-out guest.-When did the guest c/o-Room 245、number-Location of the item-Description of the item-Guest address, contact number已离店客人：退房的时间；房号；丢失的时间；物品的位置；物品的描述。客人地址和联络电话等。Call housekeeping check the items, valuable item check with SM.致电客房部查询失物, 贵重物品查询服务经理。a. For in-house guest.住店客人：-Check with the description given by guest before giving the it246、em to the guest in order to confirm the item belongs to the right guest.-Fill up the L&F logbook to get guest signature and copy ID card.Being more careful is a way to show our sincerity to the guest.认真仔细是我们对客人表示真诚的一种方式。PREPARED BY : MICHAEL ZHENG起草人 APPROVED BY : MR RAY ZHOU批准人 POSITION:FOM职位：SIGNA247、TURE/DATE签字/日期:POSITON: GM职位SIGNATURE/DATE签字/日期:DEPARTMENT : Front Desk部门 ：前厅部JOB TITLE : Guest Service Associate职称 ：前台职员TASK NO : FD 23号码 :TASK : Lost and Found procedure工作职责 : 失物招领程序 (2 of 3)EQUIPMENT REQUIRED : Opera Workstation所需设备 ：工作台WHAT TO DO工作程序HOW TO DO操作明细WHY工作目的与客人再次确认失物的详细描述，确保物归原主；请客人在248、失物招领单上签字并复印客人身份证。b. For outside guest.-If guest will come back to get item personally, take down the case, item description and guest information in logbook. And inform guest service center.已结帐客人：如果客人亲自回来取失物，在前台的交班本上记录下此事件，物品的描述，客人的信息。 并通知客房部和服务中心。-If guest will ask the third party to take, tell gue249、st own written authorization letter is needed which should include:*Guest name/ID or passport No.*Person who is authorized name/ID or passport No.*Guest authorization statement*Guest signatureThe guest should fax the authorization form to the hotel and the third party need claim the Lost & Found ite250、m with ID card.如果客人让其他人代领，应要求客人亲自写一份授权书，内容包括：客人姓名；证件号码；被授权人的姓名和证件号码；授权细节声明，客人签名。授权传真提前发至酒店；被授权人应带身份证前往领取失物。PREPARED BY : MICHAEL ZHENG起草人 APPROVED BY : MR RAY ZHOU批准人 POSITION:FOM职位：SIGNATURE/DATE签字/日期:POSITON: GM职位SIGNATURE/DATE签字/日期:DEPARTMENT : Front Desk部门 ：前厅部JOB TITLE : Guest Service Associate251、职称 ：前台职员TASK NO : FD 23号码 :TASK : Lost and Found procedure工作职责 : 失物招领程序 (3 of 3)EQUIPMENT REQUIRED : Opear Workstation所需设备 ：工作台WHAT TO DO工作程序HOW TO DO操作明细WHY工作目的Not found items失物未找到。Register in the record.登记备案。-If guest would like to ask us to mail the item to him/her, confirm with guest that the va252、luable itme, e.g. cash, credit card, jewelry can be mailed in case losing on the way. the mail fee should be charged to guest. Kindly ask guest fax us, indicate he/she will like to take the charges of mail fee, briefly write the lost item and mail address for our future filing.-Fill up the L&F logbo253、ok 如果要求酒店将物品寄回, 首先告知客人贵重物品不可邮寄，以防在途中丢失。 邮寄费应由客人承担。 要求客人发授权邮寄传真给酒店，简单说明对失物的描述，邮寄地址，承担邮费，签名等。填写失物招领单。Apologize to the guest and refer to SM-DM to follow up by saying: Sorry, Mr./Mrs. XX, we can not find the item, we will report to SM-DM to follow up and call you back. Thank you for calling.”向客人道歉并向客人说254、明，“我们会将此事汇报给值班经理继续跟进此事， 一旦找到失物，会立即与您联系。“Take donw guest details: e.g. name, address, telephone No.记录客人详细的资料：姓名，地址，电话。Raise Lost & Found form and fill all details.填写一份详细的失物招领表。Being more consider of the guest feelings of lost items. 体会客人丢失物品的感受。In case L&F item found afterwards.以备稍后失物被找到。PREPARED BY 255、: MICHAEL ZHENG起草人 APPROVED BY : MR RAY ZHOU批准人 POSITION:FOM职位：SIGNATURE/DATE签字/日期:POSITON: GM职位SIGNATURE/DATE签字/日期:DEPARTMENT : Front Desk部门 ：前厅部JOB TITLE : Guest Service Associate职称 ：前台职员TASK NO : FD 24号码 :TASK : Loss of safety deposit box key工作职责 : 保险箱钥匙丢失的处理 （1 of 2）EQUIPMENT REQUIRED : Opera Wo256、rkstation所需设备 ：工作台WHAT TO DO工作程序HOW TO DO操作明细WHY工作目的Confirm with guest if really loss the key.与客人确认是否丢失保险箱钥匙Reconfirm all information before drilling the box.再次确认所有信息。Notify Service Manager报告服务经理。Drill and open box.钻开并打开保险箱。Double check with guest whether he has really lost his safe deposit key.By s257、aying: “ Mr.XX, would you like to check your belongings again before we drill open he box as there will be a compensation charge of RMB800.00.”再次与客人确认是否丢失保险箱钥匙，如果钻开保险箱将收取赔偿费人民币八佰元。Double check guest signature to ensure he/she is the correct owner of the SDB during the stated period.确认客人签字是否与记录相同，保证我258、们打开正确的保险箱。Inform SM of the key loss and obtain his/her instruction to drill open box.通知服务经理来安排钻开保险箱事宜。Call duty engineer and duty security to drill the lock of the safe deposit box in the presence of the guest and SM.在值班工程师，保安主任，服务经理和客人同时在场的情况下钻开保险箱。Guest may sometimes misplace the key.客人也许会忘记放钥匙的地方259、。Ensure correct box is drilled.确认打开正确的保险箱。To ensure guest witness the process.确认客人可以看到全过程。PREPARED BY : MICHAEL ZHENG起草人 APPROVED BY : MR RAY ZHOU批准人 POSITION: FOM职位：SIGNATURE/DATE签字/日期:POSITON: GM职位SIGNATURE/DATE签字/日期:DEPARTMENT : Front Desk部门 ：前厅部JOB TITLE : Guest Service Associate职称 ：前台职员TASK NO 260、: FD 24号码 :TASK : Loss of safety deposit box key工作职责 : 保险箱钥匙丢失的处理 （2 of 2）EQUIPMENT REQUIRED : Opera Workstation所需设备 ：工作台WHAT TO DO工作程序HOW TO DO操作明细WHY工作目的Raise miscellaneous charge voucher.给出收费单。New safe deposit box install安装新的保险箱Hand box to guest and ask guest to double check his belongings. Issue261、 a new box if necessary and update record accordingly.将保险箱交给客人，并让客人确认其物品。 重新开启另一保险箱给客人并更新纪录。Raise miscellaneous charge voucher and request guests signature. Post the charge accordingly.让客人在帐单上签字。将费用输入电脑。Finance department should be informed above case, new replacement safe deposit box will be instal262、led by Finance department。通知财务部以上事件，新的保险箱将由财务部决定安装。To avoid dispute/claims afterwards.避免事后疑问的争执。Guest to acknowledge charges.让客人知道具体收费。For other in-house guest use in the future.为了方便其他住店客人使用。PREPARED BY : MICHAEL ZHENG起草人 APPROVED BY : MR RAY ZHOU批准人 POSITION: FOM职位：SIGNATURE/DATE签字/日期:POSITON: GM职位263、SIGNATURE/DATE签字/日期:DEPARTMENT : Front Desk部门 ：前厅部JOB TITLE : Guest Service Associate职称 ：前台职员TASK NO : FD 25号码 :TASK : Maintaining Communication Log Book工作职责 : 使用交班本EQUIPMENT REQUIRED : Opera Workstation所需设备 ：工作台WHAT TO DO工作程序HOW TO DO操作明细WHY工作目的Reading communication阅读交班本。Follow up跟进Standard location标准位置。Acknowledgment承认。To read communication logbook first th