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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-009 团队入住准备工作 PREPARING FOR GROUP ARRIVALS标准：STANDARD: 准备团队入住并保证提供符合宾客的需求之房间To be prepared to handle group arrivals and ensure that they get accommodation that matches guests needs宾客期望Guest expectation工作职责What to do
2、?工作标准Standard of Performance入住手续迅速而高效，房间符合需求To be checked-in promptly and efficiently into a room that meets their requirements.为团队入住做好准备 Prepare for the groups arrival 检查最近的房态表，在系统中核对Go through most recent rooming list, checking it against system. 在团队抵店前指派一名团队协调员。Always designate a Group Coordinato
3、r from the Front Desk prior to arrival. 与团队销售员保持联系沟通信息。Liaise constantly with the Sales Group Coordinator for information. 排班作相应调整（合理的员工配备）Duty rosters must be prepared accordingly. (Appropriate Staffing Levels) 在系统中察看当天欲抵的团队View Fidelio arrival screen and observe Group arrivals for the day. 阅读团单/合同
4、。Read appropriate Group Cover Sheet/ Contract. 查看团单的特别项目，并记下相关信息。Look at the Special Field on Folio and take note of information. 查看所有宾客的概况、客史档案和备注。Look at all arrivals Guest Profiles, History and remarks. 注意所有相关的宾客需求和特殊需要Make note of all relevant guest requirements and special needs 确定团队抵店时间。Ascert
5、ain Arrival time of Group. 确认抵店&离店日期正确。Check that arrival & departure Dates are correct. 确认所有房价正确。Check that all rates are correct. 确认一个房间入住人数正确Number of persons occupying a room is correct. 付账方式输入电脑Billing instructions are entered into Fidelio. 打印一份详尽的团队分房表Print an arrival report for the Group in d
6、etail. (See SOP Report Printing) 打印提醒报表并阅读Print a trace Report and read the instructions given. (See SOP - Trace reports) 做好笔记并行动：Take note and action:- 特殊需要 Special needs.- 蜜月、结婚纪念、生日 Honeymooners, Wedding Anniversaries, Birthdays.- 加床和婴儿床Extras beds and Baby Cot needs.- 交通需求Transport requirements.
7、 查看目前房态，注意干净房、脏房、当日退房View Current Rooms Status in Fidelio and take note of the number of Clean rooms, Dirty rooms and Departures for the day. 提前入住和房型需求Prioritize Group early Arrivals and room type needs. - 确认团队套房的入住Identify Group Suite Arrivals - 确认团队VIP的入住Identify Group VIP Arrivals- 确认团队连通房要求Ident
8、ify Group Inter-Connecting Rooms requests.- 确认团队房间位置要求（比如要无烟楼层）Identify Group Rooms Location requests. (i.e. Non Smoking)准备欢迎袋Prepare Welcome packs阅读团队资料Read the correspondence作房间钥匙Cut room keys准备登记Prepare for check in 根据入住时间和特殊需求分配房间Allocate rooms according to arrivals times and special needs. 确保客房
9、部知道这些需求Always ensure that Housekeeping is aware of these needs. 含以下东西：(The following to be included.) - 欢迎信 Appropriate Welcome letter- 班车时刻表 Shuttle Bus Schedule 确认登记单已准备好Check that Arrival Registration Cards have been prepared. 确认所有相关资料均被查阅Check that all relevant correspondence have been read. 阅读所
10、有资料-尤其是入账说明。如果账目记入公司/旅行社，应在Fidelio系统确认并与财务部经理确认可以。Read all Correspondence Especially Billing Instructions. Confirming with the Fidelio and the Credit Manager that the group has Credit Facilities if the billing says Account to Company/Agent. 与宾客服务中心沟通VIP房/套房的分配Communicate all VIP/Suite room Allocatio
11、ns with Guest Services. 一旦团队房间分配妥当，Once priority Group Rooms have been allocated, cut room keys for arrival 如果所有团队成员同时抵达，则须保证所有房间已排好且房卡已做好If Group is arriving at one time then all rooms must be allocated and all keys cut. 每个房间钥匙数必须与房间内入住人数相符The number of keys per room must match the number of person
12、s staying in that room. 把房卡插入房卡套，并与登记卡放在一起Insert Key Cards into Key Card booklet and attach to Registration Card. 所有登记卡和钥匙册应存放在团队指定登记台All Registration Cards and Key Booklets with Keys Cut should be kept at the designated Group Check In Table.宾客期望Guest expectation工作职责What to do?工作标准Standard of Perfor
13、mance与礼宾员协调Coordinate with concierge 根据以下要求选择合适的团队入住登记区：Choose an appropriate Group Check in area according to the following:- 团队规模Size of the Group- 入住区域Wing they will stay in.- 抵店交通工具Transport to the hotel.- 入住登记时间Time of Check In. 登记卡应按字母顺序排放Registration Cards should be kept in Alphabetical order
14、. 必须有足够的笔供宾客签字Sufficient pens must be available for Guests to sign their registration cards. 应准备好欢迎饮料和冷毛巾，以供宾客抵店时享用。要求明确的饮料数且客房送餐主管应掌握入住时间Welcome Drinks and Cold Towels should be prepared so that they may be served on arrival. An accurate number of Drinks to be ordered and that the Room Service Supervisor is aware of Arrival Time. 礼宾员必须掌握团队抵店时间且应做好以下项目：The concierge must be kept informed of the Group arrival time and the following needs should be coordinated:- 应准备好员工排班表，考虑团队的规模及抵店时间Their Duty Roster has been prepared ta
