酒店服务流程(英文).docVIP

Checking in Guest with Reservation Service Required: The Receptionist Must Be A Sales Representative At All Times. He/She Must Have A Through Knowledge Of The Product They Sell, Details Of The Hotel, Rates, Services, And Facilities. Job Performance Required – Guidelines - : Great your guest warmly with smile. Ask If You May Help Him With A Courtesy Way. If The Guest Says That He Have A Reservation, Ask Politely for The Guest Name. Calls-Up The Information On The Computer Screen. Make Your Double Check By Repeating The Guest Full Name. Reconfirm Type Of Room Required. Ask For The Length Of Stay And Departure Date Expected. Reconfirm How Many People In The Party. You May Offer Options With Upselling Techniques, And According To Your Rooms Availability Chart. A Scan For A Special Notes May Reveal Special Requests Such As V.I.P Treatment…….Etc. Reconfirm The Mode Of Payment And Follow Up With Payment Procedures Accordingly. Ask To Complete The Registration Card. Thank The Guest And Check If There Is Any Messages For Him/Her. Match The Right Room For The Guest And Make The Blocking. Offer Additional Services Such As Wake Up Calls Or Special Guest Needs To Be Covered. Call The Bell Man Who Is Assigned To Carry The Luggage For The Guest. Wish Your Guest A Pleasant Stay. Checking in Guest without Reservation Great The Guest Warmly With Smile Ask If You May Help. If The Guest Has No Reservation, Ask You Guest To State His/Her General Needs. Obtain The Specific Details Such As What Type Of Room Is Desired? How Many People in the Party? What Is Their Anticipated Length Of Stay? What Rate Is Acceptable? Methods of Payment (Cash or Credit Cards)? Based On The Above The Room Clerk Should Matches Rooms Available To The Customers Wishes. Offer Options by Using Room Location, Such As: Sea View, Pool Side, Etc. After You Cover The Entire Guest Needs Present The Registration Card And Ask The Guest To Fill. If The Credit Card Will Be Used, Obtain Credit