高星级酒店行政楼层客人入住程序

CLUB FLOOR GUEST CHECK-IN PROCEDURE 行政楼层客人入住程序 Department: 部门 Front Desk 前台 Date Issued: 发行日期 Oct.2012. 2012年10月     WHAT / STEPS HOW/ STANDARDS TRAINING QUESTIONS 1) Welcome 欢迎 Guest Relations welcomes guest entering the Lobby (Guest Relations obtained Check In folder) 欢迎客人进入酒店（手持办理入住的文件夹） If the Guest is staying in the Club floor, kindly ask the guest, “May I invite you for a welcome drink at our Club Lounge or would you like to go to your private room directly?” 如果客人入住在俱乐部楼层，友好地问候客人，我可以邀请你在酒廊里喝一杯欢迎饮料或者您是否想到您的房间办理入住手续。 If the guest would like to go to the room, the Guest Relations Officer escorts the guest to the room directly without stopping by the Front Desk or the Club Lounge. 如果客人想在房间办理入住手续，宾客关系主任直接将客人引领进房间，不必在前台和行政酒廊停留 Why dose the GRO have to welcome the guest in the lobby? DRILL LANGUAGE 2) Orientation 介绍 Introduce the hotel facilities: 介绍宾馆的设施 l F&B on the way to the Club Lounge or Room l Guest Room facilities in the Guest Room. 在去房间的路上介绍酒店餐饮服务设施 在客人房间介绍房间内的设施 Why do we have to introduce the hotel facilities to the guest? WHAT / STEPS HOW/ STANDARDS TRAINING QUESTIONS 3 ) Check in – Room and introduce facilities 入住---房间和介绍设施 When escorting the guest to room: 引领客人回房间 Demonstrate how to use the key and open the guest room door for the guest. Allow the guest to enter room first. 演示怎样用钥匙打开客人房间的门，请客人先进入房间 Inform the guest of the: 通知客人 l Mini bar 小酒吧 l climate control 空调 l light switches and bedside control l 房间内的照明设施 l laundry/dry cleaning supplies 洗衣房和干洗的事项 l TV workings 电视 l Restaurants 餐厅 l Bar 酒吧 l SPA 洗浴 l At least one F&B outlet must be promoted during rooming process 至少一个餐饮 l Breakfast venues will be explained. 说明早餐地点 l Fire exits must be pointed out指出应急出口 Obtain a passport from the guest and fill out the card for the guest, legibly noting his full name, address, the name of his company, passport number, date of birth, nationality, visa type, etc. 获得客人的护照并填写卡，字迹清楚地填写客人的全名，地址，电话，客人的公司信息，护照号码，出生日期，国籍，护照的种类，和其他。 Politely ask the guest to verify that the information is updated and correct, and obtain his signature. 有礼貌地向客人核实信息是否正确，然后让客人签名 Why do we have to demonstrate how to use the key and open the room door for the guest? Why do we have to introduce the room facilities to the guest? Why do we have to introduce at least one F&B outlet to the guest? Why do I have to ask the guest to verify his personal information on the registration card? WHAT / STEPS HOW/ STANDARDS TRAINING QUESTIONS 4) Verify method of payment 核实付款类型 Verify the payment with guest. 和客人核实付款类型 If the guest is paying cash, politely inform him that a advance deposit is required, which should amount to the total of his room charge, service charge, and tax plus xx1000 per night. 如果客人用现金交付，礼貌地事先通知要交付的金额，此金额包括客人的全部房费，服务费，税以及其他个人消费 If the guest is paying by credit card, obtain the credit card and write the number on the registration card. 如果客人是用信用卡付款，获得信用卡并在登记卡上写下号码。 Thank the guest and return the credit card to the guest. 将卡交给客人并谢谢他的配合。 Guest must provide us a method of payment upon check-in. 客人必须在入住前提供给我们支付方式 Why do I have to verify the payment with the guest? 5) Make wish and leave the room 离开房间 Leave the room using appropriate comments 离开房间，适当的祝福客人 “This is your room key, is there anything else I can do for you.” or “Please contact our Guest Service Center or me directly”(offer your Business Card), “if we may be of any assistance”. Enjoy your stay at the XXX Hotel”. 这是您房间的钥匙还有什么我能帮您？或者如有需要请联系客服中心或者直接联系我，（提供您的名卡）我们将乐意为您服务，祝您入住愉快! DRILL LANGUAGE WHAT / STEPS HOW/ STANDARDS TRAINING QUESTIONS 6) Check In -Lounge 在行政酒廊办理入住 If the guest would like to go to the Club Lounge, Guest Relations has to escort the guest to the Club Lounge and proceed with Check-in in the Lounge. 如果客人想上俱乐部，宾客关系主任要陪同客人一同前往在那里办理入住手续。 Guest Relations Officer must introduce the guest to the Club Lounge Hostess. 宾客关系主任必须将客人介绍给酒廊的领位 Hostess will serve the welcome drink at our Club Lounge. In the meantime, Club Lounge Facilities and services have to be introduced to the guest. 领位要将欢迎饮料送往，同时将俱乐部设备和服务项目要向客人介绍。 What is the difference between checking a guest in the club lounge compared with checking a guest in their room? Do I still need to escort the guest later? Who needs to room the guest? 7) Solicitation 祝福 Contact the guest later to solicit the guest’s feedback and wish him an enjoyable stay. 联系客人并请求客人反馈然后希望客人在本酒店度过美好时光。 Why do I have to solicit guest feedback and when should I do it ?