1、STANDARD OPERATION PROCEDURES标准工作程序RECEPTIONIST前台接待FRONT DESK GUEST SERVICE ASSOCIATESTANDARD OPERATING PROCEDURESTask No. Description1 Printing arrival reports and registration cards 23 Flight reconfirmation打印来客报告和登记卡 重复确认机票 2 Blocking rooms for arrivals 24 Safety deposit box 房间预留 保险箱服务 3 Monitorin2、g room status 25 Loss of safe deposit box key掌握房间状况 保险箱的钥匙丢失的处理4 Handling in-house amenities 26 Key authorization客人欢迎品安排程序 钥匙的授权 5 Preparation for guest arrivals 27 Awaiting room handling为客人到达做好准备 等候房间 6 Greeting and welcoming guests 28 Billing instruction handling问候并欢迎客人 账目说明 7 Registering guest wi3、th confirmed reservation 29 Guest location为确认预订的客人登记 客人方位 8 Registering a walk-in guest 30 Extension stay散客登记 办理延住 9 Handling guest enquiries and introducing facilities 31 Cash deposit collection处理客人查询并介绍店内设施 收取现金押金 10 Updating of guest information 32 Travel agency voucher使客人信息现代化 旅行社入住券 11 Room cha4、nge procedure 33 Check-in with TA voucher调房程序 持旅行社入住卷入住程序12 Group check in 34 How to handle guest complaint团队登记 处理客人投诉13 Bucket check 35 Handling confidential / 检查登记卡 screen call request14 Handling of guest compliments 处理客人保密和筛选电话要求 处理客人致意15 Handling expected check out处理预计离店客人 16 Handling wake-up ca5、lls requests 处理叫醒电话的要求 17 Handling message 处理留言 18 Handling late check-out request处理延迟退房的要求19 Lost & Found procedure失物招领程序20 Maintaining Communication Log Book使用交班本21 Taking reservation办理预定22 Generating report打印报表TRADERS FUDU HOTEL, CHANGZHOU STANDARD OPERATION PROCEDURE常州富都商贸饭店标准工作程序DEPARTMENT: Fro6、nt Desk部门 ：前厅部JOB TITLE: Guest Service Associate职称 ：前台职员 TASK NO : 01号码 TASK : Printing arrival report and registration card工作职责 : 打印来宾报告和登记卡EQUIPMENT REQUIRED: Fidelio 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 Arrival report打印来宾报告Print registration card打印登记卡Check with arrival repo7、rt与来宾报告核对。Classify the registration card给登记卡分类。Choose report in option menu in Fidelio & print arrival report.在Fidelio的Option中选择report来打印来宾报告。Choose report in Option menu in Fidelio & input date, then print the registration card.在Fidelio的Option中选择Report来打印并键入日期。Check every registration card with arr8、ival report.用登记卡与来宾报告核对。Put registration card in bucket in alphabetical order.将登记卡按字母顺序放入档里。Be sure all the registration cards are printed.确保所有登记卡都打印出来。Ensure to obtain the registration card timely upon check in.确保在客人到达时能及时找到登记卡。We will ensure our procedures are customer friendly and easy for the cu9、stomer and staff.要确保我们的服务程序永远是以客人为核心的，且简明易行。PREPARED BY: Christina Ding 起草人 :APPROVED BY: Mr. Charles. Cable 批准人 :POSITION: FOM职位 :SIGNATURE/DATE签字/日期 :POSITION: GM职位:SIGNATURE/DATE签字/日期:TRADERS FUDU HOTEL,CHANGZHOU STANDARD OPERATION PROCEDURE常州富都商贸饭店标准工作程序DEPARTMENT: Front Desk部门 ：前厅部JOB TITLE: Gu10、est Service Associate职称 ：前台职员TASK NO : 02号码 :TASK : Block rooms for arrivals (page 1 of 3)工作职责 : 房间预留EQUIPMENT REQUIRED : Fidelio 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 all VIP rooms first.预留VIP房间。Block rooms for early arrivals.为早到的客人预留房间Let room controller block rooms for VIP o11、ne day before. Block rooms from the reservation screen using F3 in Fidelio to search for the desired room type.由Room controller为VIP提前一天预留房间。在Fidelio内使用F3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.为早到的客人预留干净的空房间。Inform relevant departments for the various amenities requested12、. For example, Housekeeping for flowers and room service for fruits basket.通知有关部门提供所需的各种欢迎品。例如，客房部提供鲜花，送餐部提供果篮。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 one day before.尽可能提早一天预留干净空房。To ensur13、e 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务程序有益于客人并方便员工。To allow each depart14、ments 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 check-in immediately when guests arrive15、 early.确保当客人较早到达时可以立即登记入住。PREPARED BY : Christina Ding起草人 APPROVED BY : Mr. Charles. Cable批准人 POSITION: FOM职位：SIGNATURE/DATE签字/日期:POSITON: GM职位SIGNATURE/DATE签字/日期:TRADERS FUDU HOTEL, CHANGZHOU STANDARD OPERATION PROCEDURE常州富都商贸饭店标准工作程序DEPARTMENT: Front Desk部门 ：前厅部JOB TITLE: Guest Service Associate职称16、 ：前台职员TASK NO : 02号码 :TASK : Block rooms for arrivals (page 2 of3)工作职责 : 房间预留EQUIPMENT REQUIRED : Fidelio 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 bloc17、ked, inform housekeeping immediately providing them with the expected time of arrivals.如预留的空房为清洁，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 18、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 19、clean these rooms first in order to ensure that 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20、确保为登记的客人预先准备好房间。So that vacant clean rooms may 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 : Christina Ding起草人 APPROVED BY : Mr. Charles. Cable批准人 POSITION: FOM职21、位：SIGNATURE/DATE签字/日期:POSITON: GM职位SIGNATURE/DATE签字/日期:TRADERS FUDU HOTEL, CHANGZHOU STANDARD OPERATION PROCEDURE常州富都商贸饭店标准工作程序DEPARTMENT: Front Desk部门 ：前厅部JOB TITLE: Guest Service Associate职称 ：前台职员TASK NO : 02号码 :TASK : Block rooms for arrivals (page 3 of 3)工作职责 : 房间预留EQUIPMENT REQUIRED : Fidelio W22、orkstation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 disabled 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 f23、or 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 w24、ithout 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 an 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 t25、he room of a single female executive may be perceived as an element of insecurity for them; as well as to prevent the unlikely 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26、人接触的机会为客人提供超前的服务。 PREPARED BY : Christina Ding起草人 APPROVED BY : Mr. Charles. Cable批准人 POSITION: FOM职位：SIGNATURE/DATE签字/日期:POSITON: GM职位SIGNATURE/DATE签字/日期:TRADERS FUDU HOTEL, CHANGZHOU STANDARD OPERATION PROCEDURE常州富都商贸饭店标准工作程序DEPARTMENT: Front Desk部门 : 前台JOB TITLE: Guest Service Associate 职称 : 前台TA27、SK NO: 03号码 :TASK: Monitoring Room Status 工作职责: 掌握房间状况EQUIPMENT REQUIRED: Fidelio workstation所需设备 : Fidelio 工作台WHAT TO DO工作程序HOW TO DO操作明细WHY工作目的Block room for arrival with vacant clean status at beginning of each shift给预抵客人安排干净的空房Assign room for VIP guests给贵宾安排房间Monitor rooms with vacant dirty.掌握未清28、洁空房的状况。Monitor rooms with back to back status.掌握尚未退房的房间状况。- View arrival report- Retrieve room availability from Fidelio House Status Function- Input the room No. in guest folio根据预抵报表，从系统中选出干净空房的房号分给客人Assign rooms according to availability with early arrivals and VIP given priority.首先给早到的客人和贵宾安排房间Pr29、int out room status report from Fidelio System, highlight all VD” rooms.在Fidelio系统中打印出房间状态表，并标注出VD” 房间号。_Work very closing with housekeeping GSA. According to the arrival guest time, make dirty to clean room.Constantly monitor these rooms by checking the room status in Fidelio与客房部员工密切配合，保证根据客人的到达时间将30、房态改为干净。随时在Fidelio中检查房间的状态。These rooms will be mainly for late arrivals. Allow sufficient time for HSkP cleaning.- To inform HSKP ordertaker a required due out rooms with departure time.- To check those room status and inform the HSKP ordertaker if there are any change.Monitor vacant clean status clo31、sely to ensure that room is ready when the guests arrive to check in.这些房间主要为晚到的客人准备，通知客房部所需要的未退房的房号，并给客房部预留足够的打扫房间的时间。随时确认房态，保证客人到达时房间准备好。To ensure that rooms are ready for arrivals.确保在客人到达前房间准备好To ensure guests do not have to wait for rooms upon their arrival.避免让客人到达酒店时等候房间To identify the room stat32、us as vacant dirty.以便识别房间状况是未清洁的空房。Room status is continuously changing as room attendants will immediately update the status whenever they clean the rooms. Update information so as to provide first time service客房服务员会随时打扫房间，因此房间状态也会不断变化。To provide consistent, professional and efficient service.提供持续，33、专业和有效的服务PREPARED BY : Christina Ding起草人：APPROVED BY : Mr. Charles. Cable批准人：POSITION: FOM职位：SIGNATURE/DATE签字/日期:POSITON: GM职位SIGNATURE/DATE签字/日期:TRADERS FUDU HOTEL, CHANGZHOU STANDARD OPERATION PROCEDURE常州富都商贸饭店标准工作程序DEPARTMENT: Front Desk部门 ：前厅部JOB TITLE: Guest Service Associate职称 ：前台职员TASK NO : 0434、号码 :TASK : Handling In-House amenity (page 1 of 2)工作职责 : 客人欢迎品安排程序EQUIPMENT REQUIRED : Fidelio 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 Fidelio.分析由Fidelio打印出来的抵达报告和客人欢迎品报告。Check guest history(remarks in guest profi35、le) for any special needs.检查客人历史 (客人个人资料备注栏)，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 specia36、l needs or requests during the guest抯 previous 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 37、rooms, the amenities report should be issued 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 th38、at all requests are attended to and that nothing 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 h39、is preference.To give room service enough time 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 : Ch40、ristina Ding起草人 APPROVED BY : Mr. Charles. Cable批准人 POSITION: FOM职位：SIGNATURE/DATE签字/日期:POSITON: GM职位SIGNATURE/DATE签字/日期:TRADERS FUDU HOTEL, CHANGZHOU STANDARD OPERATION PROCEDURE常州富都商贸饭店标准工作程序DEPARTMENT: Front Desk部门 ：前厅部JOB TITLE: Guest Service Associate职称 ：前台职员TASK NO : 04号码 :TASK : Handling In-H41、ouse amenity (page 2of 2)工作职责 :客人欢迎品安排程序EQUIPMENT REQUIRED : Fidelio 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 meet guest抯 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，42、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 amenities.与其他相关部门确认客人的其他需求得到满足。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 respective43、 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，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 : Christina Ding起草人 A44、PPROVED BY : Mr. Charles. Cable批准人 POSITION: FOM职位：SIGNATURE/DATE签字/日期:POSITON: GM职位SIGNATURE/DATE签字/日期:TRADERS FUDU HOTEL, CHANGZHOU STANDARD OPERATION PROCEDURE常州富都商贸饭店标准工作程序DEPARTMENT: Front Desk部门 ：前厅部JOB TITLE: Guest Service Associate职称 ：前台职员TASK NO : 05号码 :TASK : Preparation for guest arrivals45、 工作职责 : 为客人到达做准备EQUIPMENT REQUIRED : Fidelio 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 arrival reports and registration card打印报表和登记卡Prepare welcome folders准备欢迎卡。Prepare key准备钥匙Attach message with registration card.将给客人的留言或传真附在登记卡后。Place the welcome folder and R/C放置Print the next da46、y arrival report and registration card before night audit.夜审前，将次日的预抵报表和来宾登记卡打印出来。Print guest name, arrival date, departure date, room rate and etc on the welcome folder clearly and neatly.Ensure that all inserts are in order.将所有相关信息干净而整齐的打印在欢迎卡上。确保欢迎卡内的插页整齐有序。Make the key for VIP, insert to the welc47、ome folder.为VIP提前准备好钥匙。Only those messages need to show guest upon check, otherwise, put into the guest room.只有在入住时需给客人的物品才可附在登记卡后。Place the R/C and welcome folder in the R/C rack by alphabetical order.根据字母顺序将登记卡和欢迎卡放在预抵登记卡盒中To prepare for guest arrival.为客人到达做准备To give a positive impression of the h48、otel as well as to raise the guest self-esteem by preparing a personalized welcome folder. Also to give the guest the necessary information of the hotel facilities and outlets.为客人准备好的欢迎卡可以使饭店给客人留下深刻的印象，同时也提高客人的自尊感，还应给客人提供必要的有关饭店的内部设施和餐厅信息。We will ensure our procedures are customer friendly and easy 49、for customer and staff.我们要确保工作程序既方便于客人又有利于员工。For easy retrieving when guest C/I.客人入住时方便取用PREPARED BY : Christina Ding起草人 APPROVED BY : Mr. Charles. Cable批准人 POSITION: FOM职位：SIGNATURE/DATE签字/日期:POSITON: GM职位SIGNATURE/DATE签字/日期:TRADERS FUDU HOTEL, CHANGZHOU STANDARD OPERATION PROCEDURE常州富都商贸饭店标准工作程序DE50、PARTMENT: Front Desk部门 ：前厅部JOB TITLE: Guest Service Associate职称 ：前台职员TASK NO : 06 号码 :TASK : Greeting and welcoming guest (1 of 2)工作职责 : 问候并欢迎客人EQUIPMENT REQUIRED : Fidelio 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 the guests.使用标准问候语向客人问候。Welcome guests to the 51、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52、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 Fudu Hotel, Changzhou. ”If guest is a return guest, Say, “ Welcome back to Traders Fudu Hotel, Changzhou.”说,” 欢迎53、来常州富都商贸饭店。”如果客人是回头客人，说,” 欢迎再次光临常州富都商贸饭店。“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，以其姓名相称呼也可以提高客人的自尊感。To show that you54、 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 : Christina Ding起草人 APPROVED BY : Mr. Charles. Cable55、批准人 POSITION: FOM职位：SIGNATURE/DATE签字/日期:POSITON: GM职位SIGNATURE/DATE签字/日期:TRADERS FUDU HOTEL, CHANGZHOU STANDARD OPERATION PROCEDURE常州富都商贸饭店标准工作程序DEPARTMENT: Front Desk部门 ：前厅部JOB TITLE: Guest Service Associate职称 ：前台职员TASK NO : 06号码 :TASK : Greeting and welcoming guest (2 of 2)工作职责 : 问候并欢迎客人EQUIPMENT 56、REQUIRED : Fidelio 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 ：“57、 谢谢等候, XX先生/女士。”To retrieve reservation from Fidelio system.从Fidelio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 : Christina Ding起草人 APPROVED BY : Mr. Charles. Cable批准人 POSITION: FOM职位：SIGNATURE/DATE签字/日期:POSITON: GM职位SIGNATURE/DA58、TE签字/日期:TRADERS FUDU HOTEL, CHANGZHOU STANDARD OPERATION PROCEDURE常州富都商贸饭店标准工作程序DEPARTMENT: Front Desk部门 ：前厅部JOB TITLE: Guest Service Associate职称 ：前台职员TASK NO : 07号码 :TASK : Registering guest with confirmed reservation工作职责 : 为确认预订的客人登记 (1 of 5)EQUIPMENT REQUIRED : Fidelio Workstation所需设备 ：工作台WHAT TO59、 DO工作程序HOW TO DO操作明细WHY工作目的Greeting guest.问候客人Identify and inquire guest name with smile and eye contact.目视客人并面带微笑获得客人的姓名。Check reservation in computer.在电脑中查找预定。Greet guest upon guest approach front desk counter with smile by saying:Ni Hao, welcome to Traders Fudu Hotel, Changzhou, May I help you Si60、r/Madam。”在客人走近前台时，微笑问候客人，” 您好，欢迎光临常州富都商贸饭店,XX先生，我可以帮您吗。”If guest has reservation, politely inquire guest name by saying: may I have you last name, Sir/Madam?”如果客人有预订，礼貌的询问客人的姓名，XX先生/女士，我可以知道您的姓氏吗？”Find out reservation right now in computer, if fail to find out, try other way, e.g.use guest company n61、ame or travel agency name to check in computer. By saying:” Mr.XX,may I have your company name or may I know the company which you use to make the booking.立即在电脑中找到预订，如果无法找到，可以用其他途径，如：用客人公司或旅行社的名称在电脑中查寻。说：揦X先生/女士，我可以知道您的公司名称或您用来订房的公司名称吗。”Present our courtesy and kindly service at first time.表现我们的真诚和礼62、貌的服务。Clarify guest is walk in guest or with reservation. So you can check the reservation in computer确认客人有无预定。这样你可以在电脑中查找预定。Locate reservation immediately, try to provide efficiency service to guest at first time and every single time.尽可能快的找到预订，为客人提供快捷的服务。PREPARED BY : Christina Ding起草人 APPROVED BY 63、: Mr. Charles. Cable批准人 POSITION: FOM职位：SIGNATURE/DATE签字/日期:POSITON: GM职位SIGNATURE/DATE签字/日期:TRADERS FUDU HOTEL, CHANGZHOU STANDARD OPERATION PROCEDURE常州富都商贸饭店标准工作程序DEPARTMENT: Front Desk部门 ：前厅部JOB TITLE: Guest Service Associate职称 ：前台职员TASK NO : 07号码 :TASK : Registering guest with confirmed reservat64、ion工作职责 : 为确认预订的客人登记 (2 of 5)EQUIPMENT REQUIRED : Fidelio 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; Never say to guest: No reservation even if reservation can not be found in computer. Use guest company contract rate and guest preference to check in guest at once.注意：决不要说没有您的预定，即是无法65、在电脑是同中找到预定。 用客人公司合同价格，根据客人的喜好马上安排房间。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 busy, follow Golden Circle standard to serve the guest.如果是贵宾或黄金圈客人，安排GRO接待客人。XX先生/女士，请稍侯，我66、们的客户关系主任会带您去房间办理登记入住。 如果客户关系主任正在接待客人，按照接待贵宾的标准服务客人。Show your respect and courtesy to our guest.显示我们对客人的礼貌和尊重。PREPARED BY : Christina Ding起草人 APPROVED BY : Mr. Charles. Cable批准人 POSITION: FOM职位：SIGNATURE/DATE签字/日期:POSITON: GM职位SIGNATURE/DATE签字/日期:TRADERS FUDU HOTEL, CHANGZHOU STANDARD OPERATION PROCE67、DURE常州富都商贸饭店标准工作程序DEPARTMENT: Front Desk部门 ：前厅部JOB TITLE: Guest Service Associate职称 ：前台职员TASK NO : 07号码 :TASK : Registering guest with confirmed reservation工作职责 : 为确认预订的客人登记 （3 of 5）EQUIPMENT REQUIRED : Fidelio 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 politely man68、ner and smile, eye contact确认房态种类。Advise guest from getting R card告知客人取登记卡Confirm room type and rate with guest according to reservation by clearly description.By saying:” Mr.XX,you have booked one king size room with two nights stay, is it correct?”根据预定确认房态种类和房价XX先生/女士，您订的是一张大床的房间，入住两晚？”By saying:” 69、Just one moment, Mr.XX, I am going to get your registration card.” Draw out R card welcome booklet from R card holding box.说：“ 请稍等，我去取您的登记卡。 将登记卡从盒子中取出。If guest request non-smoking room, please follow up in the system and key in the guest profile, so we can meet guest needs in the future.If very fre70、quent 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 again, otherwise try to get business card to get full information.如客人要求无烟楼层，在系统中予以安排。并在客人喜好中注明，以便客人下次光临时满足其要求。如是常客，无需每次都确认各项。尽可能在入住时要客人名片，除非电脑中资71、料很全。Clearly confirm detail with guest to avoid making guest feel confused, meanwhile let guest feel our genuine service.清楚地与客人确认各种信息以免引起客人误会，并向客人显示我们真诚的服务。In order to avoid the guest confusion and show care.为避免客人误会。PREPARED BY : Christina Ding起草人 APPROVED BY : Mr. Charles. Cable批准人 POSITION: FOM职位：S72、IGNATURE/DATE签字/日期:POSITON: GM职位SIGNATURE/DATE签字/日期:TRADERS FUDU HOTEL, CHANGZHOU STANDARD OPERATION PROCEDURE常州富都商贸饭店标准工作程序DEPARTMENT: Front Desk部门 ：前厅部JOB TITLE: Guest Service Associate职称 ：前台职员TASK NO : 07号码 :TASK : Registering guest with confirmed reservation工作职责 : 为确认预订的客人登记(4 of 5)EQUIPMENT REQ73、UIRED : Fidelio 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 computer立即在电脑中办理入住。Collect ID card/Business card for registration.客人出示证件，填写登记卡Fill registration card填写登记卡Confirm and collect the payment.证实付款方式。Check in guest in computer immediately.立即在电脑中办理入住。Politely collect g74、uest IDcard/business card for registration. Use two hands to receive guest ID card, by saying:” Mr.XX, may I have your passport and business card for reference, thank you.”说：XX先生，我可以用一下您的护照和名片吗，谢谢。“双手接过客人出示证件和名片。Clearly, neatly accurately and efficiency fill in the R card for guest.清楚，整齐，准确和有效的填写登记卡75、。Politely confirm payment with guest according to the reservation by saying:Mr.XX,how would you like to settle your bill?”根据预定情况询问客人怎样结算他的帐户。说：XX先生，请问您的付帐方式？”Avoid forgetting check in guest in computer.避免忘记在电脑中办理入住。Fill in registration for guest to show our care to the guest.帮助客人填写登记卡。Avoid to let g76、uest wait for long time. 避免让客人等候时间过长。Advance deposit should be collected to protect hotel benefit.在入住时需向客人收取押金以保护酒店利益。PREPARED BY : Christina Ding起草人 APPROVED BY : Mr. Charles. Cable批准人 POSITION:FOM职位：SIGNATURE/DATE签字/日期:POSITON: GM职位SIGNATURE/DATE签字/日期:TRADERS FUDU HOTEL, CHANGZHOU STANDARD OPERATI77、ON PROCEDURE常州富都商贸饭店标准工作程序DEPARTMENT: Front Desk部门 ：前厅部JOB TITLE: Guest Service Associate职称 ：前台职员TASK NO : 07号码 :TASK : Registering guest with confirmed reservation工作职责 : 为确认预订的客人登记（5 of 5）EQUIPMENT REQUIRED : Fidelio 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 information with gue78、st and introduce hotel facilities to the guest.重复确认预定的细节并向客人介绍酒店设施设备。Complete R card完成填写登记卡Present welcome folder and necessary item to guest.给客人欢迎卡和钥匙。Ask if guest need any other assistance.询问客人是否需要其他帮助。Complete check in.完成登记。Confirm guest name, room number,arrival date, departure date and room rat79、e with guest.Also introduce breakfast service, health club service and other hotel facilities.与客人核查房间的类型，居住时间，离店时间和房价。并向客人介绍早餐服务，健康中心服务和其他酒店设施和服务。Use two hands to offer one pen for guest signature by saying:” May I have your signature here?”说：“ 请在此签字。“ 并用双手给客人提供笔。Use two hands to present welcome fol80、der.双手递给客人欢迎卡。Ask if guest need any other assistance by saying:” Mr.XX,is there anything else I can assist for you?”说：XX先生，您还需要其他帮助吗？”GSA wish guest a pleasant stay,by saying:” Wish you enjoy your stay here.”.说：“ 祝您入住愉快 Care for guest understanding on every detail information.核查以便客人明白各种信息。Customers 81、are very important people and we must treat them with respect to build a lastingrelationship客人是十分重要的人物，我们必须尊重他们，以建立永久的良好关系PREPARED BY : Christina Ding起草人 APPROVED BY : Mr. Charles. Cable批准人 POSITION:FOM职位：SIGNATURE/DATE签字/日期:POSITON: GM职位SIGNATURE/DATE签字/日期:TRADERS FUDU HOTEL, CHANGZHOU STANDARD OPE82、RATION PROCEDURE常州富都商贸饭店标准工作程序DEPARTMENT: Front Desk部门 ：前厅部JOB TITLE: Guest Service Associate职称 ：前台职员TASK NO : 08号码 :TASK : Registering a walk- in guest 工作职责 : 散客登记 （1of 3）EQUIPMENT REQUIRED : Fidelio 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 guest.问候客人Identify and inquire guest83、 name with smile and eye contact.目视客人并面带微笑获得客人的姓名。Confirm room type and rate.确认房态和房价。Greet guest upon guest approach front desk counter with smile by saying:Ni Hao, welcome to Traders Fudu Hotel, Changzhou, May I help you Sir/Madam。”在客人走近前台时，微笑问候客人，” 您好，欢迎光临常州富都商贸饭店，我可以帮您吗， XX先生。”Check system make s84、ure guest has no reservation. Meanwhile check the guest history, make sure we follow the guest history information.立即在电脑中寻找到预订，如果无法找到。依据客史资料做预定。Confirm room type and rate with guest by circling the rate on R card. Do not speak out to avoid others hearing by saying:” This is your room rate and room N85、o. It is a non-smoking,king size bed room with city view。“Meanwhile, say something in order to create the good relationship with guest by saying:” Mr.XX, how is your trip? Is this first time to Changzhou? How is the flight?”示意客人看登记卡确认房间种类，价格。同时，与客人谈话已建立良好的关系。说：XX先生，您的旅行还顺利吗？这是您第一次来常州吗？Present our co86、urtesy and kindly service at first time.表现我们的真诚和礼貌的服务。Clarify guest is wal-in guest or with reservation to avoid no show reservation.确定客人为无预定，以避免No show发生。Clearly confirm detail with guest to avoid making guest feel confused.确认使客人避免误解。Give guest a home feeling.使客人有回家的感觉。PREPARED BY : Christina Ding起87、草人 APPROVED BY : Mr. Charles. Cable批准人 POSITION:FOM职位：SIGNATURE/DATE签字/日期:POSITON: GM职位SIGNATURE/DATE签字/日期:TRADERS FUDU HOTEL, CHANGZHOU STANDARD OPERATION PROCEDURE常州富都商贸饭店标准工作程序DEPARTMENT: Front Desk部门 ：前厅部JOB TITLE: Guest Service Associate职称 ：前台职员TASK NO : 08号码 :TASK : Registering a walk- in gues88、t 工作职责 : 散客登记 （2of 3）EQUIPMENT REQUIRED : Fidelio 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Collect certificate and guest name card for registration.收取证件和名片登记。Fill in registration card.填写登记卡。Complete R card完成填写登记卡Confirm and collect the payment.证实付款方式。Politely collect guest certificate o89、r passport and name card for registration. Use two hands to receive guest certificate and name card for completely address.礼貌的收取客人的证件和名片登记。用双手接客人的证件和名片 Clearly, neatly, accurately and efficiency fill in the registration card for guest.If the walk in guest has the detailed profile record, do not ask 90、for business card again.清楚，整齐，准确和有效的填写登记卡。如果客人有详细资料，无需要名片。Every gust needs to be registered.每个客人必须登记。Use two hands to offer one pen for guest signature by saying:” May I have your signature here?”说：“ 请在此签字。“ 并用双手给客人提供笔。Politely confirm payment with guest according to the reservation by saying:Mr.XX,91、how would you like to settle your bill?”根据预定情况询问客人怎样结算他的帐户。说：XX先生，请问您的付帐方式？”Avoid to let guest wait for too long time. Caring for guest patient. And ensure that all necessary information is reflected for guest history.避免让客人等候时间过长。According to the PSB policy.根据公安局规定。Advance deposit should be collecte92、d to protect hotel benefit.在入住时需向客人收取押金以保护酒店利益。PREPARED BY : Christina Ding起草人 APPROVED BY : Mr. Charles. Cable批准人 POSITION:FOM职位：SIGNATURE/DATE签字/日期:POSITON: GM职位SIGNATURE/DATE签字/日期:TRADERS FUDU HOTEL, CHANGZHOU STANDARD OPERATION PROCEDURE常州富都商贸饭店标准工作程序DEPARTMENT: Front Desk部门 ：前厅部JOB TITLE: Guest93、 Service Associate职称 ：前台职员TASK NO : 08号码 :TASK : Registering a walk- in guest 工作职责 : 散客登记 （3of 3）EQUIPMENT REQUIRED : Fidelio 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 computer立即在电脑中办理入住。Confirm information with guest and introduce hotel facilities to the guest. （1st vi94、sit guest）重复确认预定的细节并向第一次光临的客人介绍酒店设施设备。Present welcome folder and necessary item to guest.给客人欢迎卡和钥匙。Ask if the guest need any other assistance.询问客人是否需要其他帮助。Complete check in.完成登记。Check in guest in computer立即在电脑中办理入住。Confirm guest name, room number,arrival date, departure date and room rate with guest95、.Also introduce breakfast service, health club service and other hotel facilities.与客人核查房间的类型，居住时间，离店时间和房价。并向客人介绍早餐服务，健康中心服务和其他酒店设施和服务。Use two hands to present welcome folder.双手递给客人欢迎卡。Ask if guest need any other assistance by saying:” Mr.XX,is there anything else I can assist for you?”说：XX先生，您还需要其他帮96、助吗？”GSA wish guest a pleasant stay,by saying:” Wish you enjoy your stay here.”.说：希望您在此居住愉快。Avoid forgetting check in guest in computer.避免忘记在电脑中办理入住。Care for guest understanding on every detail information.核查以便客人明白各种信息。Customers are very important people and we must treat them with respect to build a97、 lastingrelationship客人是十分重要的人物，我们必须尊重他们，以建立永久的良好关系PREPARED BY: Christina Ding起草人 APPROVED BY: Mr. Charles. Cable批准人 POSITION: FOM职位：SIGNATURE/DATE签字/日期:POSITON: GM职位SIGNATURE/DATE签字/日期:TRADERS FUDU HOTEL, CHANGZHOU STANDARD OPERATION PROCEDURE常州富都商贸饭店标准工作程序DEPARTMENT: Front Desk部门 ：前厅部JOB TITLE: Gue98、st Service Associate职称 ：前台职员TASK NO : 09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 : Fidelio 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Product knowledge业务知识Follow up落实Know the number of outlets. Be aware of the operationa99、l hours. Be aware of all other facilities that are available.-Knowledge of types of rooms and their rates.-Never assume, be sure (Do not say Maybe” I think”)By saying,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 kno100、w 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 ways 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 hot101、el 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 precise service.提供准确有效的信息。Use team work of Shangri-La spirit to serve guest.发挥团队精神服务客人。Guest will appreciate; we will have answers or provid102、e 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 : Christina Ding起草人 APPROVED BY : Mr. Charles. Cable批准人 POSITION:FOM职位：SIGNATURE/DATE签字/日期:POSITON: GM职位SIGNATURE/DATE签字/日期:TRADERS FUDU HOTEL, CHANGZHOU STANDARD OPERATION PROCEDURE常州富都商贸饭店标准工作程序DEPARTMENT: Front Desk部门 ：前厅部103、JOB TITLE: Guest Service Associate职称 ：前台职员TASK NO : 09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 : Fidelio 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 information其他额外信息Any information offered by the guest or by a 104、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 Fidelio 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。应很好的利用并将相关的信息输入系统的客史档案中。To anticipate and meet the guest need.预见满足客人需求。PREPARED BY : 105、Christina Ding起草人 APPROVED BY : Mr. Charles. Cable批准人 POSITION:FOM职位：SIGNATURE/DATE签字/日期:POSITON: GM职位SIGNATURE/DATE签字/日期:TRADERS FUDU HOTEL, CHANGZHOU STANDARD OPERATION PROCEDURE常州富都商贸饭店标准工作程序DEPARTMENT: Front Desk部门 ：前厅部JOB TITLE: Guest Service Associate职称 ：前台职员TASK NO : 10号码 :TASK : Updating of 106、guest information工作职责 : 使客人信息现代化EQUIPMENT REQUIRED : Fidelio 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 information客人信息Any extra information其他的额外信息Obtain all information from guest registration and business card.Key into the computer according to group key in standard.从客人登记卡和名片上获得所有107、信息，根据集团标准输入电脑。Any information provided by the guest or by a staff from other department can be valuable.Key into guest remarks.任何有客人或其他部门的员工提供的信息都能是有价值的。将摘要输入客史资料栏。To have complete details for guest history.对客人的历史有完整的细节资料。Anticipate and meet guest need better.更好的预测和满足客人的需求PREPARED BY : Christina Din108、g起草人 APPROVED BY : Mr. Charles. Cable批准人 POSITION:FOM职位：SIGNATURE/DATE签字/日期:POSITON: GM职位SIGNATURE/DATE签字/日期:TRADERS FUDU HOTEL, CHANGZHOU STANDARD OPERATION PROCEDURE常州富都商贸饭店标准工作程序DEPARTMENT: Front Desk部门 ：前厅部JOB TITLE: Guest Service Associate职称 ：前台职员TASK NO : 11号码 :TASK : Room change procedure工作职责109、 : 调房程序 (1 of 2)EQUIPMENT REQUIRED : Fidelio 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 the inquirment接到调房要求Assign a new room分配一个新房间。Check with guest room change time与客人确认换房时间Process the room change进行调房Follow up the details and the room change inquirment from service centre. Ident110、ify the reason for the room change.从服务中心接到调房要求。确认调房的原因。Use the F3 screen in Fidelio and look for a alternative room.在Fidelio内使用F3功能键，寻找可选择的房间。Be sure that the room would meet the expectations of guest if room change is initiated by guest.如客人提出调房，确保新的房间达到客人的期望。Politely say, Mr.xx, when would you like111、 to change your room?礼貌的与客人确认调房时间。- Guest in the roomInform bellboy with new room key to assist guest for room change, then return the old room key to Front Desk.通知行李员带着新的房间钥匙帮客人调房。随后将旧的房门钥匙还给前台。- Guest is not in the room. After receive guest permission, Service Manger together with Concierge staff 112、will process room change together. And the new room key will kept at Front Desk till guest comes back.如果客人要外出不在房间，要求我们换房。征得客人同意后，服务经理和礼宾部员工共同给客人进行换房。新的房间钥匙保存在前台等待客人领取To prepare for the room change.准备好以备更换。PREPARED BY : Christina Ding起草人 APPROVED BY : Mr. Charles. Cable批准人 POSITION:FOM职位：SIGNATURE/DA113、TE签字/日期:POSITON: GM职位SIGNATURE/DATE签字/日期:TRADERS FUDU HOTEL, CHANGZHOU STANDARD OPERATION PROCEDURE常州富都商贸饭店标准工作程序DEPARTMENT: Front Desk部门 ：前厅部JOB TITLE: Guest Service Associate职称 ：前台职员TASK NO : 11号码 :TASK : Room change procedure工作职责 : 调房程序 (2 of 2) EQUIPMENT REQUIRED : Fidelio Workstation所需设备 ：工作台WH114、AT TO DO工作程序HOW TO DO操作明细WHY工作目的Follow up落实Fill in room change form填写调房表格Change the room No. in the computer and R card.更改电脑内和登记卡上的房间号Call the guest immediately after room change to check guest satisfaction.调房后立即给客人打电话以检查客人的满意度。 Fill all details on the form :e.g. Old room number New room number Gues115、t name Reason of change FD GSA name Operator GSA HSKP GSA Laundry SA name Room Service SA name填写表格上的所有细节：新旧房号；客人姓名；换房原因；前台员工姓名；通知相关部门员工姓名。Cancel the old No. on the R card and write the new No.,put into bucket according the new room No.在登记卡上取消旧房号并写上新的房间号码。根据新房号放入登记卡盒中。Inform concerned departments aft116、er completed and obtain staff name to fill in the room change form.调房结束后通知各有关部门，并将通知到的相关部门员工姓名记录在调房表格上To avoid any confusion during checking out.在结帐期间避免任何混淆。PREPARED BY : Christina Ding起草人 APPROVED BY : Mr. Charles. Cable批准人 POSITION:FOM职位：SIGNATURE/DATE签字/日期:POSITON: GM职位SIGNATURE/DATE签字/日期:TRADERS117、 FUDU HOTEL, CHANGZHOU STANDARD OPERATION PROCEDURE常州富都商贸饭店标准工作程序DEPARTMENT: Front Desk部门 ：前厅部JOB TITLE: Guest Service Associate职称 ：前台职员TASK NO : 12号码 :TASK : Group check in 工作职责 : 团队登记 (1 of 4)EQUIPMENT REQUIRED : Fidelio 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 group resume.118、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 read 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 g119、roup 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 fo120、rm 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。Group 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121、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 time.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 : Christina Ding起草人 APPROVED BY : Mr. Charles. Cable批准人 POSITION:FOM职位：SIGNATURE/DATE122、签字/日期:POSITON: GM职位SIGNATURE/DATE签字/日期:TRADERS FUDU HOTEL, CHANGZHOU STANDARD OPERATION PROCEDURE常州富都商贸饭店标准工作程序DEPARTMENT: Front Desk部门 ：前厅部JOB TITLE: Guest Service Associate职称 ：前台职员TASK NO : 12号码 :TASK : Group check in 工作职责 : 团队登记 (2 of 4)EQUIPMENT REQUIRED : Fidelio Workstation所需设备 ：工作台WHAT TO DO工123、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 group 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 the124、re 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:Ni Hao, welcome to Tra125、ders Fudu Hotel, Changzhou, May I help you Sir/Madam。”在客人走近前台时，微笑问候客人，” 您好，欢迎光临常州富都商贸饭店，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 save 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126、貌的服务。PREPARED BY : Christina Ding起草人 APPROVED BY : Mr. Charles. Cable批准人 POSITION:FOM职位：SIGNATURE/DATE签字/日期:POSITON: GM职位SIGNATURE/DATE签字/日期:TRADERS FUDU HOTEL, CHANGZHOU STANDARD OPERATION PROCEDURE常州富都商贸饭店标准工作程序DEPARTMENT: Front Desk部门 ：前厅部JOB TITLE: Guest Service Associate职称 ：前台职员TASK NO : 12号码 :127、TASK : Group check in 工作职责 : 团队登记 (3 of 4)EQUIPMENT REQUIRED : Fidelio 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 Fidelio system在Fidelio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 guests. Pass the updated gr128、oup 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 Fidelio 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 Visa,ask all guests pass129、ports 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; 离店时间等。介绍饭店相关设施。Con130、nect 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 : Christina Ding起草人 APPROVED BY : Mr. Charles. Cable批准人 POSITION:FOM职位：SIGNATURE/DATE签字/日期:POSITON: GM职位SIGNATURE/DATE签字/日期:TRADERS FUDU HOTEL, CHANGZHOU STA131、NDARD OPERATION PROCEDURE常州富都商贸饭店标准工作程序DEPARTMENT: Front Desk部门 ：前厅部JOB TITLE: Guest Service Associate职称 ：前台职员TASK NO : 12号码 :TASK : Group check in 工作职责 : 团队登记 (4 of 4)EQUIPMENT REQUIRED : Fidelio 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 Paym132、ent现付Escort group members to elevator引导客人去电梯Update group information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 133、group member go upstairs, collect payment from tour leader.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 Fidelio 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 group134、 check in form and rooming list to relevant department.File 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 135、departments for providing relevant service e.g. wake up call; luggage delivery,etc.通知相关部门相关信息，以确保提供向以服务。PREPARED BY : Christina Ding起草人 APPROVED BY : Mr. Charles. Cable批准人 POSITION:FOM职位：SIGNATURE/DATE签字/日期:POSITON: GM职位SIGNATURE/DATE签字/日期:TRADERS FUDU HOTEL, CHANGZHOU STANDARD OPERATION PROCEDURE常州136、富都商贸饭店标准工作程序DEPARTMENT: Front Desk部门 ：前厅部JOB TITLE: Guest Service Associate职称 ：前台职员TASK NO : 13号码 :TASK : Bucket check工作职责 : 检查登记卡EQUIPMENT REQUIRED : Fidelio 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.按报表检查登记卡Verify 137、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 registration card ag138、ainst 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 details note r139、egarding 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号次序放置在登记卡盒中，140、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 : Christina Ding起草人 APPROVED BY : Mr. Charles. Cable批准人 POSITION:FOM职位：SIGNATURE/DATE签字/日期:POSITON: GM职位SIGNATURE/DATE签字/日期:TRADERS FUDU HOTEL, CHANGZHOU STANDARD O141、PERATION PROCEDURE常州富都商贸饭店标准工作程序DEPARTMENT: Front Desk部门 ：前厅部JOB TITLE: Guest Service Associate职称 ：前台职员TASK NO : 14号码 :TASK : Handling of guest compliments工作职责 : 处理客人致意EQUIPMENT REQUIRED : Fidelio 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 approach the Front Desk counter and give th142、e 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。Accept the compliment positively, smile.By saying,thank you very much, Mr./Mrs. XX, we are glad that you enjoyed your stay with us.”接143、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 Delight Program to the guest and suggest him to fill in the form.介绍 “ 令客人喜出望外计划 “144、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 service 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145、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 : Christina Ding起草人 APPROVED BY : Mr. Charles. Cable批准人 POSITION:FOM职位：SIGNATURE/DATE签字/日期:POSITON: GM职位SIGNATURE/DATE签字/日期:TRADERS FUDU HOTEL, CHANGZHOU STANDARD OPERATION PROCEDURE常州富都商贸饭店标准工作程序DEPARTMENT: Front Desk部门 ：前146、厅部JOB TITLE: Guest Service Associate职称 ：前台职员TASK NO : 15号码 :TASK : Handling expected check out工作职责 : 处理预计离店客人 (1 of 3)EQUIPMENT REQUIRED : Fidelio 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。E147、veryday 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 check148、 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 for 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 alre149、ady called the guest and confirmed the departure time.Ready for chasing due out.为跟催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 : Christina Ding起草人 APPROVED BY : Mr.150、 Charles. Cable批准人 POSITION:FOM职位：SIGNATURE/DATE签字/日期:POSITON: GM职位SIGNATURE/DATE签字/日期:TRADERS FUDU HOTEL, CHANGZHOU STANDARD OPERATION PROCEDURE常州富都商贸饭店标准工作程序DEPARTMENT: Front Desk部门 ：前厅部JOB TITLE: Guest Service Associate职称 ：前台职员TASK NO : 15号码 :TASK : Handling expected check out工作职责 : 处理预计离店客人 (2 o151、f 3)EQUIPMENT REQUIRED : Fidelio 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 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 room 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 you152、 check out today, may I reconfirm your departure time?”揥ould you like the bell man to help you with your luggage?”Would you prefer I make limousinebooking 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 : C153、hristina Ding起草人 APPROVED BY : Mr. Charles. Cable批准人 POSITION:FOM职位：SIGNATURE/DATE签字/日期:POSITON: GM职位SIGNATURE/DATE签字/日期:TRADERS FUDU HOTEL, CHANGZHOU STANDARD OPERATION PROCEDURE常州富都商贸饭店标准工作程序DEPARTMENT: Front Desk部门 ：前厅部JOB TITLE: Guest Service Associate职称 ：前台职员TASK NO : 15 号码 :TASK : Handling exp154、ected check out工作职责 : 处理预计离店客人 (3 of 3)EQUIPMENT REQUIRED : Fidelio 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 late 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 has155、 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 late 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 156、which can not be confirmed about the departure time by telephone, input standard format message into computer to inform guest regarding the confirmation of departure date and time.Mr./.Mrs. XX, Please contact the Service Center at Ext._ regarding your departure date and time.Thank you and have a nic157、e 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， 请致电服务中心确认您的离店日期和时间 。“Keep the record standard.保持纪录的标准。PREPARED BY : Christina Ding起草人 APPROVED BY : Mr. Charles. Cable批准人 POSITION:FOM职位：SIGNATURE/DATE签字/日期:POSITON: GM职位SIGNATURE/DATE签字/日期:TRADERS FUDU HOTEL, CHANGZHOU STANDARD OPERATION PROCEDURE常州富都商贸饭店标准158、工作程序DEPARTMENT: Front Desk部门 ：前厅部JOB TITLE: Guest Service Associate职称 ：前台职员TASK NO : 16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 : Fidelio 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 d159、etails写下细节Restate details重述细节。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160、查并证实客人姓名。Take a piece of paper 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.Say : “ 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 161、morning call record form 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162、繁忙阶段，完全依靠记忆是不可行的。To check if all facts are right.以核查是否所有的信息都是正确的。PREPARED BY : Christina Ding起草人 APPROVED BY : Mr. Charles. Cable批准人 POSITION:FOM职位：SIGNATURE/DATE签字/日期:POSITON: GM职位SIGNATURE/DATE签字/日期:TRADERS FUDU HOTEL, CHANGZHOU STANDARD OPERATION PROCEDURE常州富都商贸饭店标准工作程序DEPARTMENT: Front Desk部门 ：前163、厅部JOB TITLE: Guest Service Associate职称 ：前台职员TASK NO : 16号码 :TASK : Handling wake-up calls requests工作职责 : 处理叫醒电话的要求 (2 of 2)EQUIPMENT REQUIRED : Fidelio 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164、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Call 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165、接线生姓名并记录。Night shift front desk staff made one copy of morning call form and ask concierge staff 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 st166、aff 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 might 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167、，产生误解。In order to check in the future.备以后查询。PREPARED BY : Christina Ding起草人 APPROVED BY : Mr. Charles. Cable批准人 POSITION:FOM职位：SIGNATURE/DATE签字/日期:POSITON: GM职位SIGNATURE/DATE签字/日期:TRADERS FUDU HOTEL, CHANGZHOU STANDARD OPERATION PROCEDURE常州富都商贸饭店标准工作程序DEPARTMENT: Front Desk部门 ：前厅部JOB TITLE: Guest Se168、rvice Associate职称 ：前台职员TASK NO : 17号码 :TASK : Handling message 工作职责 : 处理留言 （1of 2）EQUIPMENT REQUIRED : Fidelio 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 explain how the voice mail works.建议使用留言机。如果客人看上去不明白169、，则向客人解释怎样使用留言机。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 call the operator. Inform operator that a gues170、t 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 test 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，与客人核查看他是愿意自己用手写还是用计算机打印留言。ConvenientSome guest may not be a171、ware 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 : Christina Ding起草人 APPROVED BY : Mr. Charles.172、 Cable批准人 POSITION:FOM职位：SIGNATURE/DATE签字/日期:POSITON: GM职位SIGNATURE/DATE签字/日期:TRADERS FUDU HOTEL, CHANGZHOU STANDARD OPERATION PROCEDURE常州富都商贸饭店标准工作程序DEPARTMENT: Front Desk部门 ：前厅部JOB TITLE: Guest Service Associate职称 ：前台职员TASK NO : 17号码 :TASK : Handling message 工作职责 : 处理留言 （2of 2）EQUIPMENT REQUIRED :173、 Fidelio 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 i174、f it is not already written by 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 and print.计算机打印留言：认真细听；在一张纸上写下留言；重复细节；输入进计算机并打印。Have ouver to servic175、e centre page girl for delivering to the room.交由服务中心派送留言去房间。To provide guest with all materials.提供给客人所有的资料。PREPARED BY : Christina Ding起草人 APPROVED BY : Mr. Charles. Cable批准人 POSITION:FOM职位：SIGNATURE/DATE签字/日期:POSITON: GM职位SIGNATURE/DATE签字/日期:TRADERS FUDU HOTEL, CHANGZHOU STANDARD OPERATION PROCEDUR176、E常州富都商贸饭店标准工作程序DEPARTMENT: Front Desk部门 ：前厅部JOB TITLE: Guest Service Associate职称 ：前台职员TASK NO : 18 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 : Fidelio 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177、退房的要求。Ask the guest name and room number，advise 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 today抯 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 16:00. (If in doubt, consult supervisor.)如果该房未预留，在178、出租率不高的情况下，则最迟可推迟退房至16：00.(如有疑惑，咨询主管)Late check-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 g179、uest is aware of the usual check-out time.以便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 : Christina Ding起草人 APPROVED BY : Mr. Charles. Cable批准人 POSITION:FOM职位：SIGNATURE/DATE签字/日期:POSITON: GM职位SIGNATURE/DATE签字/日期:TRADERS FUDU HOTEL, CHANGZHOU STANDARD OPERATION PROCEDURE常州富都商贸饭180、店标准工作程序DEPARTMENT: Front Desk部门 ：前厅部JOB TITLE: Guest Service Associate职称 ：前台职员TASK NO : 18号码 :TASK : Handling late check-out requests (2 of 2)工作职责 : 处理延迟退房的要求EQUIPMENT REQUIRED : Fidelio 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 Fidelio 181、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 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 182、: Christina Ding起草人 APPROVED BY : Mr. Charles. Cable批准人 POSITION:FOM职位：SIGNATURE/DATE签字/日期:POSITON: GM职位SIGNATURE/DATE签字/日期:TRADERS FUDU HOTEL, CHANGZHOU STANDARD OPERATION PROCEDURE常州富都商贸饭店标准工作程序DEPARTMENT: Front Desk部门 ：前厅部JOB TITLE: Guest Service Associate职称 ：前台职员TASK NO : 19号码 :TASK : Lost and F183、ound procedure工作职责 : 失物招领程序 (1 of 3)EQUIPMENT REQUIRED : Fidelio 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。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 ca184、refully 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.- Guest Name- Room Number- C/I & C/O Date- Description of the item- Location of loss- Lost time- Contact No.- Mai185、ling address已离店客人：客人姓名、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。Check PMS and all housekeeping to confirm 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 item to the guest in order to confirm the item186、 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 : Christina Ding起草人 APPROVED BY : Mr. Charles. Cable批准人 POSITION: FOM职位：SIGNATURE/DATE签字/日期:POSITON: GM职位SIGNATU187、RE/DATE签字/日期:TRADERS FUDU HOTEL, CHANGZHOU STANDARD OPERATION PROCEDURE常州富都商贸饭店标准工作程序DEPARTMENT: Front Desk部门 ：前厅部JOB TITLE: Guest Service Associate职称 ：前台职员TASK NO : 19号码 :TASK : Lost and Found procedure工作职责 : 失物招领程序 (2 of 3)EQUIPMENT REQUIRED : Fidelio Workstation所需设备 ：工作台WHAT TO DO工作程序HOW TO DO操作明188、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 ask189、 the third party to take, tell guest 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 par190、ty need claim the Lost & Found item 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 : Christina Ding起草人 APPROVED BY : Mr. Charles. Cable批准人 POSITION:FOM职位：SIGNATURE/DATE签字/日期:POSITON: GM职位SIGNATURE/DATE签字/日期:TRADERS FUDU HOTEL, CHA191、NGZHOU STANDARD OPERATION PROCEDURE常州富都商贸饭店标准工作程序DEPARTMENT: Front Desk部门 ：前厅部JOB TITLE: Guest Service Associate职称 ：前台职员TASK NO : 19号码 :TASK : Lost and Found procedure工作职责 : 失物招领程序 (3 of 3)EQUIPMENT REQUIRED : Fidelio 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。Registe192、r 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 valuable 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 the193、 charges of mail fee, briefly write the lost item and mail address for our future filing.-Fill up the L&F logbook 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 GSM-DM to follow up by saying: 揝orry, Mr./Mrs. XX, we 194、can not find the item, we will report to GSM-DM to follow up and call you back. Thank you for calling.”向客人道歉并向客人说明，“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 co195、nsider 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 : Christina Ding起草人 APPROVED BY : Mr. Charles. Cable批准人 POSITION:FOM职位：SIGNATURE/DATE签字/日期:POSITON: GM职位SIGNATURE/DATE签字/日期:TRADERS FUDU HOTEL, CHANGZHOU STANDARD OPERATION PROCEDURE常州富都商贸196、饭店标准工作程序DEPARTMENT: Front Desk部门 ：前厅部JOB TITLE: Guest Service Associate职称 ：前台职员TASK NO : 20号码 :TASK : Maintaining Communication Log Book工作职责 : 使用交班本EQUIPMENT REQUIRED : Fidelio 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。Acknowled197、gment承认。To read communication logbook first thing when you come on duty.上班后第一件事，阅读交班本。Write down things at GSA note that are needed to be done, e.g. to keep eye on foreign currency case or to follow up with a guest complaint case.使所有需要跟进的事宜都落实，例如：注意外汇兑换或客人投诉等。Agree to place the communication logbook198、 at a designated location.统一将交班本放在指定位置。After reading the communication logbook, initial at the bottom. 阅读完交班本后，在下端签名。After completing a follow up, indicate that it has been done. By writing the work done.在完成跟进后，注明已完成，写下所做的工作。Be aware of some important information or ease which need following up. Ens199、ure consistent service.获知重要信息既需要跟进的事宜。So that action can be taken.以便采取行动。Convenient and easier access. 方便使用。Good communication will provide excellent service at first time, every time.好的沟通是提供良好服务的关键。Keep communication.使其他人被告知。PREPARED BY : Christina Ding起草人 APPROVED BY : Mr. Charles. Cable批准人 POSITI200、ON:FOM职位：SIGNATURE/DATE签字/日期:POSITON: GM职位SIGNATURE/DATE签字/日期:TRADERS FUDU HOTEL, CHANGZHOU STANDARD OPERATION PROCEDURE常州富都商贸饭店标准工作程序DEPARTMENT: Front Desk部门 ：前厅部JOB TITLE: Guest Service Associate职称 ：前台职员TASK NO : 21号码 :TASK : Taking reservations工作职责 : 办理预定 （1 of 4）EQUIPMENT REQUIRED : Fidelio Work201、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Greet the guest.问候客人Obtain the information for the guest.从客人处获取信息Check room availability.检查房间的可用情况。a. If room is available. 如果有房Pick up the phone within 3 rings with smile by saying: Ni Hao, Front Desk, this is Scott, Mr./Mrs. XX, may I help you?”三声电202、话铃声内，接起电话时使用电话标准语。Take down following information on the reservation form: Guest name, arrive date, departure date, room type, company name. By saying: May I have the guest name, Please?”Which kind of room type do you prefer?”What are the arrival and departure dates, please?” May I have the company 203、name and contact number?”记下相关信息：客人姓名，到达离店时间， 房间类型，公司名称等。Check room availability in computer.在系统中检查房间的可用情况。-If room is available1. Pick up the company profile in computer to see if there is corporate rate to guest. 在系统中查寻是否有此公司合同价格。Let the guest feel our hospitality through the phone.使客人通过电话感受到我们的殷勤好204、客。Get the detail information from the guest and let him feel that we are able to help him in sincere and maintain consistence of SLI standard.尽可能获取详尽的信息。Ensure room is available in guest reservation period to present our sincere caring for guest request.确保有房。Provide precise and consistent service.提供205、准确持续的服务。PREPARED BY : Christina Ding起草人 APPROVED BY : Mr. Charles. Cable批准人 POSITION:FOM职位：SIGNATURE/DATE签字/日期:POSITON: GM职位SIGNATURE/DATE签字/日期:TRADERS FUDU HOTEL, CHANGZHOU STANDARD OPERATION PROCEDURE常州富都商贸饭店标准工作程序DEPARTMENT: Front Desk部门 ：前厅部JOB TITLE: Guest Service Associate职称 ：前台职员TASK NO : 21号206、码 :TASK : Taking reservations工作职责 : 办理预定 （2 of 4）EQUIPMENT REQUIRED : Fidelio 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 special request.确认特殊要求。Collect other necessary information.获得其它信息。Repeat details重复信息2. If there is no corporate contract, check the guest profile to check previou207、s room type and room rate.如果没有公司合同价格，查询客史纪录，获得上次入住的房价和房型。3. If situation is none of above ones, value guest rate or courtesy rate (10% discount) will be applied to the guest.Upsell at all time.如果以上情况不存在，首先提供满价或10%的折扣。 时刻记住促销。Check if guest have any special request, take down carefully.Airport pick u208、p, guest likes and dislikes, key in the system.确认特殊要求，并记录下。Collect following necessary information:Bill instruction, contacting person, contact number， obtain Golden Circle number if guest is GC member.获得其它信息：账目指示；联系人和联系方式。如果客人是金环会员，获得卡号。Repeat reservation details to guest.重复预定信息。Maxim the hotel rev209、enue.最大化酒店的收入。Anticipate guest request.预见客人需求。For record and tracing purpose.用来记录和跟进。Ensure all details are correct to present our sincere and precise service.确认信息准确性。PREPARED BY : Christina Ding起草人 APPROVED BY : Mr. Charles. Cable批准人 POSITION:FOM职位：SIGNATURE/DATE签字/日期:POSITON: GM职位SIGNATURE/DATE签字/210、日期:TRADERS FUDU HOTEL, CHANGZHOU STANDARD OPERATION PROCEDURE常州富都商贸饭店标准工作程序DEPARTMENT: Front Desk部门 ：前厅部JOB TITLE: Guest Service Associate职称 ：前台职员TASK NO : 21号码 :TASK : Taking reservations工作职责 : 办理预定 （3 of 4）EQUIPMENT REQUIRED : Fidelio 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Finish re211、servation taking down.完成预定的纪录。Key in computer.输入电脑。Prepare confirmation letter/fax.准备确认信。Same day reservation当天预定b. If room is not available. 如果没有客人所需房间。Thank for guest calling and choosing Traders Fudu Hotel.感谢客人选择常州富都商贸饭店。Input all details in computer immediately or key in all details when GSA tal212、king with guest.立刻输入电脑或在与客人交谈时同步输入电脑。If guest need confirmation, prepare confirmation fax or letter carefully. Check if all details are correct before sending out.如果客人要求，准备确认信，并在发出前仔细检查。Key in the system, inform room controller block the room, inform room service to deliver amenities to room, prepar213、e check in booklet and key for arrival.预定输入系统后，马上通知room controller安排房间，通知送餐部送欢迎品，准备钥匙If room is not available, recommend other room type or date to see if guest would accept.If guest insist on the requested room type and date, put guest on waiting list. Take down following information on waiting lis214、t-arriving date, departure date, guest name, contacting number, room type and company name. Present our courtesy and genuine service.表现出我们的礼貌和真诚的服务。Concise and convenience for internal customer and save cost. As the phone call is over, the reservation is completed.方便员工并节约成本。Meet guest request and en215、sure precise service.满足客人需求。Well preparation will provide our excellent service.好的准备工作是我们提供优质服务的前提Never say No” service.不要对客人说不.Try the best to meet guest request and maxim hotel revenue.尽可能满足客人需求和增加酒店收入。PREPARED BY : Christina Ding起草人 APPROVED BY : Mr. Charles. Cable批准人 POSITION:FOM职位：SIGNATURE/DAT216、E签字/日期:POSITON: GM职位SIGNATURE/DATE签字/日期:TRADERS FUDU HOTEL, CHANGZHOU STANDARD OPERATION PROCEDURE常州富都商贸饭店标准工作程序DEPARTMENT: Front Desk部门 ：前厅部JOB TITLE: Guest Service Associate职称 ：前台职员TASK NO : 21号码 :TASK : Taking reservations工作职责 : 办理预定 （4 of 4）EQUIPMENT REQUIRED : Fidelio Workstation所需设备 ：工作台WHAT T217、O DO工作程序HOW TO DO操作明细WHY工作目的Follow up.跟进Appreciate guest.感谢客人。如果没有客人所需房间， 建议其他房间类型或其他日期。如果客人不接受，将客人放入等候名单。在等候名单上记下以下信息：客人姓名，入住离店日期，房型，公司名称，联系方式等。If room is available, inform guest according to the waiting list. If room is still not available, go to next step of procedure.If guest refuse above two su218、ggestions, recommend other hotel to guest or ask GSM-reception or DM to handle it.Get guest contact No. and staying period in ChangZ hou and follow up when room is available.如果有房间，根据等候名单通知客人，如果仍没房间，进行下一步骤。如果客人拒绝以上建议，为客人推荐其他酒店或通知服务经理处理。并留下客人的联系方式及在常州停留时间，在有房时应马上与客人联络并将其接回饭店.Appreciate guest calling a219、nd hop guest to come back next time.Saying: Thank you for calling Traders Hotel, Changzhou, Mr./Mrs. XX, we hope meet you in near future.Good-bye.”感谢客人，并希望再次光临酒店。Do more for the guest.为客人着想。Courtesy service.礼貌的服务。PREPARED BY : Christina Ding起草人 APPROVED BY : Mr. Charles. Cable批准人 POSITION:FOM职位：SIGN220、ATURE/DATE签字/日期:POSITON: GM职位SIGNATURE/DATE签字/日期:TRADERS FUDU HOTEL, CHANGZHOU STANDARD OPERATION PROCEDURE常州富都商贸饭店标准工作程序DEPARTMENT: Front Desk部门 ：前厅部JOB TITLE: Guest Service Associate职称 ：前台职员TASK NO : 22号码 :TASK : Generating reports工作职责 : 打印报表EQUIPMENT REQUIRED : Fidelio Workstation所需设备 ：工作台WHAT TO221、 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 at 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222、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 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. D223、eparture 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 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 Shangri-La spirit.香格里拉团队精神。For latest information 224、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 : Christina Ding起草人 APPROVED BY : Mr. Charles. Cable批准人 POSITION:FOM职位：SIGNATURE/DATE签字/日期:POSITON: GM职位SIGNATURE/DATE签字/日期:TRADERS FUDU HOTEL, CHANGZHOU STANDARD OPERATION PROCEDURE常州富都商贸饭店标准工作程序DE225、PARTMENT: Front Desk部门 ：前厅部JOB TITLE: Guest Service Associate职称 ：前台职员TASK NO : 23 号码 :TASK : Flight reconfirmation工作职责 : 重复确认机票EQUIPMENT REQUIRED : Fidelio 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 airl226、ines office.确认机票。Notifying the guest.通知客人。Obtain the following information 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。Mak227、e sure repeat the details to the guest.与客人重复信息。Make a phone call 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 g228、uest that his/her ticket has been reconfirmed. The message is:Dear 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 mistake229、 is to show our sincerity to the guest.避免出错。Ensure our procedures 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 : Christina Ding起草人 APPROVED BY : Mr. Charles. Cable批准人 POSITION:FOM职位：SIGNATURE/DATE签字/日期:POSITON: GM职位SI230、GNATURE/DATE签字/日期:TRADERS FUDU HOTEL, CHANGZHOU STANDARD OPERATION PROCEDURE常州富都商贸饭店标准工作程序DEPARTMENT: Front Desk部门 ：前厅部JOB TITLE: Guest Service Associate职称 ：前台职员TASK NO : 24号码 :TASK : Safety Deposit Box 工作职责 : 保险箱服务(1 of 4 )EQUIPMENT REQUIRED : Fidelio Workstation所需设备 ：工作台WHAT TO DO工作程序HOW TO DO操作明细231、WHY工作目的Safe Deposit Box application.申请保险箱。Have guest fill-up safe deposit box application form.请客人填写保险箱登记表格。Greet guest and obtain name and room number.By saying: “ Good moring/afternoon/ evening., Sir.” How may I help you? May I have your name and room number, please.” 使用标准用语招呼客人，并得到客人房号和姓名。Verify 232、against computer.查询电脑。Politely inform guest there is in room safe available so it will make him more convenient. If guest intend to use Safety Deposit Box , direct him to safe deposit room.By Saying: Mr.XX, you may use the safe box in your room. However, if you prefer to use the one that we have her233、e, I will be happy to assist you.”首先建议客人使用房间内保险箱如果客人想要使用前台保险箱，在确认客人是登记住店客人后，请客人进入保险箱室内。Guest to fill in details:Guest name; room number; passport number; guest signature.By saying: “ Kindly fill in your name, room number, passport number and signature please, sir.”And explain the clause of using the234、 safe deposit box to the guest.To address guest by name.用客人的名字称呼客人。Safety Deposit box are for hotel in-house use only. Any other request should be approved by FOM/RM.大堂保险箱是为住店客人免费使用而设的，任何来自店外的客人使用必须得到驻店经理或前厅部经理同意方可。Ensure name and room number tally with computer.确认客人姓名和房号与电脑完全一致。Ensure guest is awar235、e of in-room safe.确认客人知道房内保险箱使用方法。PREPARED BY : Christina Ding起草人 APPROVED BY : Mr. Charles. Cable批准人 POSITION:FOM职位：SIGNATURE/DATE签字/日期:POSITON: GM职位SIGNATURE/DATE签字/日期:TRADERS FUDU HOTEL, CHANGZHOU STANDARD OPERATION PROCEDURE常州富都商贸饭店标准工作程序DEPARTMENT: Front Desk部门 ：前厅部JOB TITLE: Guest Service Asso236、ciate职称 ：前台职员TASK NO : 24号码 :TASK : Safety Deposit Box 工作职责 : 保险箱服务( 2 of 4 )EQUIPMENT REQUIRED : Fidelio 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 box size.询问保险箱大小。Issue box to guest开启保险箱。Complete safe deposit box card while waiting.完成保险箱登记卡请客人填写姓名，房号，护照号码，并请客人签名。（使用全手掌指出客人所要填写的项237、目）并向客人解释保险箱使用条款。Ask for box size preferred.By saying: “ We have three different box sizes, Mr.XX which would you like to use?”“ 我们有三种不同大小的保险箱，您需要哪一种？“Turn both the master key and the respective box key to open box.用保险箱万用钥匙和保险箱专用钥匙一起打开保险箱。Hand the box to guest and open the lid.By saying: “ Here is th238、e box, Mr.XX.”将保险箱交给客人并打开箱盖。Maintain a distance and allow guest to place his/her valuables in the box.当客人将保管物品放入保险箱内，与客人保持一定距离。Fill in the following details:SDB number; GSA name; date; time.File card by box number. Write all information clearly.If guest will authorize a representative specimen signa239、ture of the guest and the authorized representative are all required on the safe deposit record card.填写一下各项内容：保险箱号码；员工姓名；日期时间。写清楚所用内容，按保险箱号码将登记卡存放。如果客人授权其他人也可使用保险箱，住店客人和被授权人同时要求在保险箱登记卡上签字。Respect guest privacy.尊重客人。Reference purposes.日后参照。PREPARED BY : Christina Ding起草人 APPROVED BY : Mr. Charles. Ca240、ble批准人 POSITION:FOM职位：SIGNATURE/DATE签字/日期:POSITON: GM职位SIGNATURE/DATE签字/日期:TRADERS FUDU HOTEL, CHANGZHOU STANDARD OPERATION PROCEDURE常州富都商贸饭店标准工作程序DEPARTMENT: Front Desk部门 ：前厅部JOB TITLE: Guest Service Associate职称 ：前台职员TASK NO : 24号码 :TASK : Safety Deposit Box 工作职责 : 保险箱服务( 3 of 4 )EQUIPMENT REQUIRED241、 : Fidelio 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Close the box关闭保险箱。Issue key to guest.将保险箱钥匙交给客人。Key in information in the system在系统中输入信息Re-open safe box.使用保险箱Receive box from guest.By saying: “ Thank you, Mr.XX,One moment please, I will hand the key after I lock the box.”将保险箱放回原处并锁242、好。Here is your key, Mr.XXX, your box number is .” (point number on SDB card )与客人确认钥匙号码。“ Mr.XX, If there is anything we can assist for you, please do not hesitate to let us know. “提供进一步的帮助。Key in the information in the C/O message “ Open SDB #10”.This will ensure the key is returned upon C/O.在系统的退房信243、息处，输入 “ 客人使用10号保险箱 “ , 确保客人在退房时退回保险箱。Greet guest and obtain SDB key.By saying: Good (time of day) Mr.XX, May I have your box key, please.”招呼客人并拿到保险箱钥匙。Retrieve SDB card, ask for guest name and room number. Ask for guest name and room number given against information on the SDB card.取出保险箱登记卡，询问客人房号和姓244、名进行核对。Ensure guest witness you locking the box.确认让客人看到你锁保险箱的全过程。Ensure room number and information given is correct.确认房号及其他信息正确。PREPARED BY : Christina Ding起草人 APPROVED BY : Mr. Charles. Cable批准人 POSITION:FOM职位：SIGNATURE/DATE签字/日期:POSITON: GM职位SIGNATURE/DATE签字/日期:TRADERS FUDU HOTEL, CHANGZHOU STANDA245、RD OPERATION PROCEDURE常州富都商贸饭店标准工作程序DEPARTMENT: Front Desk部门 ：前厅部JOB TITLE: Guest Service Associate职称 ：前台职员TASK NO : 24号码 :TASK : Safety Deposit Box 工作职责 : 保险箱服务( 4 of 4 )EQUIPMENT REQUIRED : Fidelio 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Take the record.填写纪录。Surrender SDB退还保险箱。Obtain246、 guest signature on space provided at the back of the card.By saying :” May I have your signature here please, Mr.XX?”(Poiting at spaces provided accordingly.)Check new signature against original signature.让客人在保险箱登记卡背面签字，并将其与最初的签名加以对照。Fill in FD SA name, date, time on the back of the card.在卡背面填写员工姓名247、，日期时间。Follow procedure for identifying guests in re-opening SDB.确认客人的身份与开保险箱的程序相同。Make sure guest take out all the items in the box.确认客人取出保险箱内所有物品。Obtain guest signature on space provided at the back of card under-Surrender of box-. Check signature given against original signature. Write down FD SA 248、name, date and time.让客人在保险向登记卡后写有-退还保险箱处签字。对比签名。写上员工姓名，日期和时间。FD SA shall then file the SDB card according to the date when the box was surrendered.前台员工要根据退保险箱的日期将所有登记卡存档。Ensure both signature are the same. If not, ask guest to sign again on same card. If still not the same, Service Manager should be249、 called upon to decide whether entry should be allowed.确认客人两次签名是否相同，如果不同，请客人在同一卡上再签一次。如果还不相同，马上传呼服务经理做出决定。PREPARED BY : Christina Ding起草人 APPROVED BY : Mr. Charles. Cable批准人 POSITION:FOM职位：SIGNATURE/DATE签字/日期:POSITON: GM职位SIGNATURE/DATE签字/日期:TRADERS FUDU HOTEL, CHANGZHOU STANDARD OPERATION PROCEDURE250、常州富都商贸饭店标准工作程序DEPARTMENT: Front Desk部门 ：前厅部JOB TITLE: Guest Service Associate职称 ：前台职员TASK NO : 25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 : Fidelio 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 with guest if really loss the key.与客人确认是否丢失保险251、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 saying: “ Mr.XX, would you like to check your belongings again before we drill open he box as there will b252、e a compensation charge of Rmb1000.00.”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壹仟元。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。Ca253、ll 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。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 : 254、Christina Ding起草人 APPROVED BY : Mr. Charles. Cable批准人 POSITION:FOM职位：SIGNATURE/DATE签字/日期:POSITON: GM职位SIGNATURE/DATE签字/日期:TRADERS FUDU HOTEL, CHANGGZHOU STANDARD OPERATION PROCEDURE常州富都商贸饭店标准工作程序DEPARTMENT: Front Desk部门 ：前厅部JOB TITLE: Guest Service Associate职称 ：前台职员TASK NO : 25号码 :TASK : Loss of saf255、ety deposit box key工作职责 : 保险箱钥匙丢失的处理 （2 of 2）EQUIPMENT REQUIRED : Fidelio 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. Issue a new box if necessary and256、 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 guest 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 installed by Finance department。通知257、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 : Christina Ding起草人 APPROVED BY : Mr. Charles. Cable批准人 POSITION:FOM职位：SIGNATURE/DATE签字/日期:POSITON: GM职位SIGNATURE/DATE签字/日期:T258、RADERS FUDU HOTEL, CHANGZHOU STANDARD OPERATION PROCEDURE常州富都商贸饭店标准工作程序DEPARTMENT: Front Desk部门 ：前厅部JOB TITLE: Guest Service Associate职称 ：前台职员TASK NO : 26号码 :TASK : Key Authorization工作职责 : 钥匙的授权 (1 of 4 )EQUIPMENT REQUIRED : Fidelio 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 house gues259、t 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 guest s name and room number and double check in the computer.Raise the 260、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 the gue261、st 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 should not 262、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 flexible se263、rvice.认知和灵活的服务。PREPARED BY : Christina Ding起草人 APPROVED BY : Mr. Charles. Cable批准人 POSITION:FOM职位：SIGNATURE/DATE签字/日期:POSITON: GM职位SIGNATURE/DATE签字/日期:TRADERS FUDU HOTEL, CHANGZHOU STANDARD OPERATION PROCEDURE常州富都商贸饭店标准工作程序DEPARTMENT: Front Desk部门 ：前厅部JOB TITLE: Guest Service Associate职称 ：前台职员TASK N264、O : 26号码 :TASK : Key Authorization工作职责 : 钥匙的授权 (2 of 4 )EQUIPMENT REQUIRED : Fidelio 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 poi265、nt out the declaration clause on the authorization form to the in house 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 friend s ID, to ensure we pass the key to the right p266、erson.”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 understanding 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 the267、 designated key receiver approaches the guest service counter, check key receiver s 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 hotel s 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