酒店团队接待程序标准操作(2)

s Etc. 向员工汇报登记入住地点，到店接待处，事务顺序，店外餐饮业，早餐服务，团队到店时间，离店时间，帐单说明等等。 Front Desk AcFront Desk assigns corretion 前台的行动 ct room types, according to guest requests, guest preferences and the time of arrival. 前台要按照客人要求，客人喜好及到店时间为客人合理地分房。 Adjust room category according to inventory, and take into account specific requirements for airline crews and groups. 根据情况调整房间并要重视乘客及团队的特殊要求。 The Reservation is to double-check the Routing Instruction in the computer and inputting comments, check-out messages and billing information into the computer. 预订部要在电脑中复查行程说明并把注释、离店消息、帐单信息输入电脑。 Review Group Order once again, to ensure that all guests’ requests are fulfilled and every single detail is attended to. 再次核实团队需求。要确保满足了所有客人的需求以及要关注每个独立的事项。 Night ManagerOver Night Manager has t Action 夜班经理的行动 o double check the group master account in the computer, to ensure the rates, charges are correct. 夜班经理要在电脑中复查团队总帐以确保房价, 其他费用准确无误. Group Check-iReservation arranges gron preparation up transportation with C团队入住准备 oach Service. (if applicable) 预订部要为团队安排长途汽车的交通服务。（如果可以的话） Follow up on Sales Manager will folloF&B 跟进餐饮部 w up with F&B about Dining Arrangements as well as meeting arrangements. 关于就餐安排及会议安排，销售部经理要跟进餐饮部。 Follow up on We must try our best to rooms 跟进客房 ensure that rooms are ready prior to group arrival. If the room allocation cannot be completed, always hand over to the Supervisor/ Assistant Manager to follow up. 我们必须尽力确保在团队到店之前把房间准备好。如果未完成分房，务必要交给主管/大堂副理做跟进。 Night activitBrief the Over Night froies 夜班的行动 nt desk staff about the group arrival information. 把团队到店信息向夜班前台员工通报。 Over Night shift must prepare the registration cards and cut the keys. 夜班要准备登记卡及钥匙。 Don’t change the room allocations if the keys have been distributed to the group leader. 如果钥匙已分发给团队领导就不要改变分房。 The Night Manager has to brief all the Front Desk Staff about room availability and other group related information. 夜班经理要把房间可用情况及其他相关团队信息向所有前台员工通报。 HSK activitieAmenities for group membs 客房的行动 ers have to be placed into the guest rooms by Housekeeping prior to arrival or during the turn down service. 客房部要在团队到店前或在夜床服务期间把客人用品放入客房。 This depends on the guest request. 这取决于客人要求。 Morning shift Take over from overnight早班 shift. 接过夜班的工作。 Follow up the room allocation and prepare for the early arrivals.跟进分房并为早到做准备。 Follow up with Housekeeping about the rush rooms. 与客房跟进抢房事宜。 Rush the rooms with Housekeeping Department and obtain a VCI time for all rush rooms from Housekeeping.与客房部抢房并从客房部得知抢房所需时间。 Inform the relevant departments if you change the group allocations. The Group Leader also needs to be informed. 如果你更改团队分房，要通知相关部门。也要通知团队领队。 Group Check-iConfirm with Housekeepinn Procedureg or Room Service to ens团队登记程序 ure amenities have been placed into the guests’ rooms and set ups are done properly. 向客房部或房间服务部做确认，以保证客人用品已放入客房且安置完备。 Above tasks will be carried out by the Front Desk and reconfirmed by the Assistant Manager. 前台