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1、前台FRONT DESK FD部门/区域：DEPARTMENT/ AREA: FD 接待处FD RECEPTION 服务内容/工作职责：SERVICE/ TASK:FD-SOP-013 为没有抵店的保证性预订的宾客输入信息FD-SOP-013 INSERTING A TRACE FOR A GUEST NOT ARRIVED标准：STANDARD: 为提前抵店者准备好检查过的干净房间，预登记却未到者须收费There is a clean inspected room available for early arrivals and pre-registered no shows are ide
2、ntified and charged.宾客期望Guest expectation工作职责What to do?工作标准Standard of Performance抵店时房间一切准备就绪To have the room ready upon arrival入住房间与预订单上相符，且/或符合个人需求To be given an accommodation consistent with the reservation and/or that meets personal requirements进入房间顺利To access room easily为将抵店宾客坐准备Prepare for th
3、e arrivals 保证性预订应输入Fidelio系统PG will be input into the specials field 有特殊需求将在宾客的客史资料中注明。Pre-request will be typed after guests surname. 预登记的宾客必须在系统内入住并做好房卡Pre-registered guests must be checked-in and keys cut. 留提醒给前台指名该房间已预登记Trace for Reception indicating room is pre-registered高效而亲切友好的服务Efficient and
4、 friendly service为提前抵店者准备登记Prepare registration for early arrival 确保房间准备就绪，预登记客人提前一天锁房Make sure the room is ready, block room previous day for pre registration 与早班接待员核对Check with morning Receptionist 如果宾客抵店，删除预登记If the guest arrives, delete the pre-registration 确保宾客抵店后在入住登记表上签字Make sure registration
5、 card is signed by the guest upon arrival 到中午宾客还未抵店，该房间必须退房By mid -day if the guest has not arrived, the room must be checked out. 用担保的支付方式为该房间结账Settle the room charge with the guaranteed method of payment. 受到欢迎To feel welcomed 进入Fidelio系统前厅部的ARRIVAL菜单Go to ARRIVAL in the Front Desk menu of Fidelio 在空白区域输入宾客姓名Enter the name of the guest in the blank field 选择OPTIONS进入option菜单Select OPTIONS to bring up the options menu 选择TRACESSelect TRACES 写好待跟进内容然后按ENTER键Follow the steps to enter the trace
