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1、前厅部 FRONT OFFICE部门/区域：DEPARTMENT/ AREA: FD 接待处FD RECEPTION 服务内容/工作职责：SERVICE/ TASK:FD-SOP-035 在前台办理结帐退房FD-SOP-035 CHECK OUT AT THE RECEPTION DESK标准：STANDARD: 离店手续必须保证效率，不能有四个以上宾客在排队等待Departure completion should be efficient with individual queues not to exceed 4 guests.宾客期望Guest expectation工作职责What
2、to do?工作标准Standard of Performance账目准确Account to be accurate受到贵宾般的礼遇To be treated as a valuable customer没有被催促的感觉 Not to be rushed结账迅速To be able to settle the account in a speedy manner宾客走近接待处时认出宾客Acknowledge the guest as soon as he approaches the reception微笑并用眼神交流Smile and make eye contact以姓名称呼宾客Use
3、the guests name递交账单Present the bill与宾客核实Check with the guest 询问宾客姓名并在电脑系统内核对以确认房号Ask the guests name and confirm the room number once in Fidelio. 在对话中至少两次用宾客的姓名。“X先生，早上/下午/晚上好，可以问您做些什么吗？ ”Use the guests name at least twice during conversation. “Good Morning/ afternoon/ evening Mr X How may I help yo
4、u?” 如果正在接待另一宾客，向其问候，并说“先生，稍后我将为您服务”If you are dealing with another guest, acknowledge guest presence and say “I will be with you shortly, sir” 检查账单是否包含不该有的项目Check if the bill does not contain any unwanted items. 打印并递交账单给宾客，请其核查Print and present the bill, facing the guest and ask him /her to please c
5、heck it 做好解释任何费用的准备Be prepared to explain any charges. 宾客核查账目时While the guest checking his account- 核对支付方式Verify the method of payment- 检查行李是否已经下来Check if his luggage is down- 致电客房部，询问小酒吧事宜Take permission to call Housekeeping for the mini bar- 询问宾客入住期间满意度Check for customer satisfaction during his/he
6、r stay- 询问宾客有否已预订车辆Check if the guest has booked for transportation.- 提醒宾客保险箱是否使用过，并提醒护照和车票Check with the guest, if his safe is left open and remind him about his passport and ticket.- 立即解决宾客有争议的费用，保证宾客满意度Handle immediately all customer-disputed charges, so guest satisfaction can be assured.- 准备给客人最
7、终的账单Prepare and offer back up bills for the guest and include them with the final folio.- 询问支付方式“X先生，您是用信用卡还是现金结账”Check the method of payment with the guest, “How will you be settling your bill Mr. X, by credit card or cash?”- 检查是否有未发的留言和邮件。提供协助关于运送行李，办理离店手续，机场税和交通等。Check for outstanding messages an
8、d mail. Offer assistance with luggage, departure confirmations, airport taxes and ground transportation.宾客期望Guest expectation工作职责What to do?工作标准Standard of Performance感谢宾客Thank the guest- 核实宾客行李已从房间拿下。如果没有，询问宾客行李数目并通知行李员，“ X先生，有人为您拎您的行李吗？”Verify the guests luggage has been brought down from the room
9、. If this has not been done, ask the guest how many pieces of luggage does he has and inform the bell man, “ Has somebody picked up your luggage yet Mr X?”- 提醒宾客是否还有东西存在保险箱Remind the guest if he has anything in the safe deposit box.- 询问宾客入住期间满意度，对不满意作下纪录，如果时间允许，解决问题，告知宾客将采取的措施；如果离店时无法解决，通知管理人员48小时内联
10、系宾客解决问题Check for satisfaction during the stay, make a note of dissatisfaction, resolve the situation, time permitting, inform the guest of follow up action, if situation cannot be resolved upon departure, inform management who should contact the guest within 48 hours.- 感谢宾客的惠顾，并欢迎再次光临Thank the guest
11、 for his/her patronage and invite to return- 客人抵店时确认客人离店日期Estimated departure date to be recorded upon arrival.- 告之宾客在机场/即将离开该国的特殊需求（比如出境签证）Inform the guest of any special requirements at the airport/ when leaving the country (exit visas etc)迅速结账To be able to settle my account in a speedy manner信用卡支
12、付程序Procedure for payment by Credit Card 信用卡支付Payment by CC.- 如果信用卡压印在入住登记表上，与宾客核对,”X先生/女士，您要用信用卡结账吗？”If credit card imprint is attached to the registration card, check with the guest “ will you be settling with your xxx card Mr/Mrs x? “- 使用入住时的预授权把费用计入宾客信用卡Charge to guest Credit Card using the autho
13、rization that was taken at check-in.- 和宾客确认，是否用同张信用卡，如“先生，我可以用您入住时给我们的维萨卡结账吗？”Check with the guest that is it going to be the same CC e.g. “May I charge your visa card that you gave us on check-in Mr. x”- 信用卡和打印出的账单，宾客必须签名Guest must sign the CC & the bill print out.- 询问宾客是否需要帐单Ask the guest if he re
14、quires his supporting checks.- 为客人结帐，帐单归零Bring balance to the zero in the Fidelio- 把信用卡单和发票放在结账信封中Attached the CC copy and the invoice and place it in a checkout envelope.宾客期望Guest expectation工作职责What to do?工作标准Standard of Performance现金支付程序Procedure for payment by cash第三方支付程序Procedure for payment by
15、 third party 现金支付Payment by cash- 与宾客核实用现金支付Check with the guest that payment will be done by cash- 在Fidelio系统中输入现金金额Close the account cash on Fidelio- 如果入住时用现金作押金，需要退款给客人If deposit paid at the check-in guest might be entitled to cash refund.- 填写现金退款单注明结账时退还订金Fill out paid out slip “Refund of deposit on check-out”
