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1、前台FRONT DESK部门/区域：DEPARTMENT/ AREA: FD 接待处FD RECEPTION 服务内容/工作职责：SERVICE/ TASK:FD-SOP-14 预登记的客人 REGISTERING GUESTS标准：STANDARD: 确保早到和预登记的客人有洁净房，保证性预定的来宾未抵店需要与来宾确认酒店需收取房费。There is a clean inspected room available for early arrivals and pre-registered no shows are identified and charged.来宾期望Guest expec
2、tation工作职责What to do?工作标准Standard of Performance有房间可供出租To have the room ready upon arrival房间情况与登记时相符兵/或符合其个人需求To be given an accommodation consistent with the registration and/or that meets personal requirements进入房间简单化To access room easily为抵店者做好预备Prepare for the arrival 客人资料信息应输入在客史档案内Guest profile
3、will be input into the specials field 作预登记的客人应在其姓氏后面作标志Pre-request will be typed after guests surname. 预登记的客人必须在系统内C/I并做好钥匙Pre-registered guests must be checked-in and keys cut. 给前台留提示告之此客人已预登记入住Trace for Reception indicating room is pre-registered高效而亲切的服务Efficient and friendly service为早到客人预备登记Prepa
4、re registration for early arrival 确保房间处于待售状态，提早一天将预登记客人房间锁住Make sure the room is ready, block room previous day for pre registration 与早班接待员确认Check with morning Receptionist 来宾抵店时将预登记删除If the guest arrives, delete the pre-registration 确保抵店来宾在登记卡上签字Make sure registration card is signed by the guest upon arrival 到中午时来宾仍然未到，必须予以退房。By mid -day if the guest has not arrived, the room must be checked out. 用担保的支付方式支付房费Settle the room charge with the guaranteed method of payment. 2 / 2
