三亚希尔顿酒店前厅接待标准工作程序.doc

目 录第1章 项目概况与项目建设的必要性11.1项目概况11.1.1项目名称11.1.2项目主管单位11.1.3 项目建设单位11.1.4项目建设单位负责人11.1.5项目建设性质11.1.6项目建设地点11.1.7项目建设期21.1.8项目建设内容和规模21.1.9项目投资估算21.1.10项目资金筹措方案31.1.11项目建设效益31.2项目建设背景31.2.1地理气候条件31.2.2工业园区发展规划41.2.3工业区已具产业规模51.2.4项目提出的理由与过程61.3项目建设必要性分析91.3.1某某市“十一五发展规划”的要求91.3.2某某市总体规划的要求101.3.3某某市经济发展的要求111.3.4园区发展的要求121.4项目社会效益分析131.4.1扩大内需，促进经济增长131.4.2改善工业园区投资环境141.4.3促进生产发展和提高人民生活水平151.4.4促进园区的可持续发展151.4.5带动园区周边土地增值及房地产发展161.5项目建设可行性分析171.5.1政府支持171.5.2资金支持171.5.3建设条件满足181.6结论18第2章 项目建设内容及方案192.1项目建设内容192.1.1项目建设地点192.1.2项目建设内容192.1.3项目建设规模192.2项目建设方案202.2.1项目建设目标202.2.2项目建设方案202.2.3项目功能分析232.3项目建设原则262.3.1以人为本与可持续发展的原则262.3.2集聚发展原则272.3.3因地制宜原则272.3.4环境保护原则272.3.5节能降耗原则272.3.6抗震原则282.4建筑造型28第3章 项目建设和进度安排293.1项目工程建设管理293.1.1施工组织管理293.1.2项目资金管理293.1.3严格执行工程监理制度293.2建设期安排与实施计划303.2.1建设工期303.2.2项目实施进度安排303.2.3工程进度表313.3项目建设劳动安全管理34第4章 各项建设条件落实情况354.1园区建设规划与现状354.2项目建设基本条件364.2.1地形地貌条件364.2.2工程地质条件364.2.3城镇规划、园区区域规划条件374.2.4交通条件374.2.5社会环境条件374.2.6征地拆迁条件374.2.7施工条件384.2.8资金条件384.3环境保护及节能、消防384.3.1环境保护384.3.2节能降耗404.3.3消防安全434.4结论44第5章 投资估算与资金筹措455.1编制范围455.2编制依据455.3单位价格455.4其他费用465.5建设投资估算465.6年度投资计划465.7资金筹措47第6章 财务评价486.1概述486.2依据与说明486.3收入预测486.4项目赢利能力分析496.5财务评价50第7章 社会风险和融资风险分析527.1项目社会影响分析527.2项目与所在地互适性分析537.3社会风险分析537.4社会评价结论547.5融资风险分析547.5.1融资风险547.5.2融资偿还途径557.5.3融资风险分析结论55第8章 结论和请求568.1结论568.1.1本项目的建设符合某某市总体规划568.1.2各项建设条件均满足项目的建设要求568.1.3项目有充足的资金保障568.1.4项目具有重大的社会效益568.1.5某某市建设投资有限公司具备相应的实力和资质578.1.6综合结论578.2请求57 Guest Service AgentHILTON SANYA RESORT & SPA FRONT OFFICE STANDARD OPERATION PROCEDURE MANUALI N D E X1. Use arrival file and correspondence2 2. Check-in a guest with booking in advance3 3. Walk in a guest5 4. Register for an individual guest 6 5. Handle guests inquisition 7 6. Check and action the trace report8 7. Enter guest message and locator9 8. VIP preparation11 9. VIP check in procedure12 10. Safe deposit box regulation and procedure13 11. Arrival group preparation16 12. Group check-in procedure18 13. Block a room21 14. Handle late check out requisition22 15. Extend a guest stay23 16. Handle a room moving24 17. Handle a guests complaint25 18. Payment by credit card26 19. Payment by cash-registration27 20. Payment by voucher-registration28 21. Payment by company-registration29 22. Credit frequent flyer miles30 23. Work with your float31 24. Accept cash deposit prior to a guests arrival32 25. How to do a manual posting33 26. Rebate a charge34 27. How to issue a paid-out35 28. How to cash a traveller cheque36 29. How to exchange a foreign currency38 30. Accept payment by credit card39 31. Accept a voucher payment40 32. How to check out a guest41 33. How to make an audit42 34. Balance the cashier float 4335. Balance the cashier float44DEPARTMENT:FRONT DESKWHAT (STEPS)TASK:USE ARRIVAL FILE AND CORRESPONDENCEHOW (KEY POINTS)EQUIPMENT:WHY (REASONS)1 Get todays arrival file and correspondencesTake the arrival day file from the front desk trace file cabinet in the backoffice in which the reservation should give the arrivals file copy in one day advance.If there is a query on check-in, the information is easily and quickly obtained.2 Locate correspondenceBy looking into the guest name on the documents for easy to find out the related guest registration card kept in the arrival guests cabinet at frontdesk. Attach the correspondence on that registration card and put back to the correct arrival bucketIf the guest is in front of you and has a query you need to know what information exists relating to his booking3 Verify the correspondenceRead the correspondence/reservation sheet and compare with the computerTo ensure the information from the correspondence has been correctly input in the computer.4 Explain the information to the customerBy saying: Mr Wang, your reservation was booked by Mrs. Gold, and the rate was confirmed at XXX, the details have been sent to Mrs. Gold by fax on (date).The customer must know what rate he will be charged and why the misunderstanding occurred.ALWAYS THAT THE RATE IS NOT CONFIDENTIAL BEFORE GIVING OUT ANY INFORMATION TO A CUSTOMER5 Apologise if you were wrongIf your correspondence confirms the information the guest gave you, say: Mr Wang, I have the correspondence in front of me. The information you gave me is correct. The room rate will be XXX. Please accept my apologies for the mistake.If we make a mistake we always apologise, it is the only way to repair the damage done to the customers perception of our hotels service.6 Use the reservation correspondenceto cross-check if the reservation is overbookingCross check correspondence with arrival report and verify the method ofconfirmation.To ensure the bookings you called the guest in case of No Show.DEPARTMENT:FRONT DESKWHAT (STEPS)TASK:CHECK-IN A GUEST WITH BOOKING IN ADVANCEHOW (KEY POINTS)EQUIPMENT:WHY (REASONS)1 Greeting guestBy saying: Good morning/afternoon/evening, may I help you?/ Is there anything I can do for you?Show the courtesy to guests and guide guest to state what he wants us do.THE GUEST SAID HE WANT TO CHECK IN2 Inquiry the guest has reservation inadvance or notBy saying: Yes sir, may I know do you have a room reservation in advance?Identify this is a guest who has advance booking or a walk-in guest.THE GUEST SAID HE HAS A BOOKING ALREADY3 Inquiry the guests name ,companyname or agent name.Inquiry guest name, saying: May I have your surname, sir?If the guest name can not be found out in the computer, we should try his possible company name by saying: Mr. Wang, may I have your company name, maybe. Same as the agent.Ensure we can found out the correct booking in computer. Sometimes, the guest name was spelled wrong; we need to try his company or agent name.4 Repeat the reservation details afterfound out the exiting booking in systemWe should double confirm the booking details with guestself upon check in, the details includes the room nights, room rate, in-house person noand the possible special requisition with the exception of the travel agent booking for the room rate confirmation.Ensure the booking details are correct and confirmed.5 Guest registrationGet the guests ID or passport by saying: Mr. Wang, may I have yourID or passport for registration and would you please help us fill this registration card, thank you very much. We need to get the guests full name, sex, birthday, and ID / passport number. For the foreign guests, we need to get the Visa type and valid date additionally according to the PSB regulations. (DETAILS IS IN THE SOP OF REGISTER FOR GUEST)Ensure we get the possible full information of the guest and easy to update into the profile and submit to thePSB office.6 Check the registration card qualityand request the guests address and signatureAfter the guest finished filling the RC, the GSA should check weather theinformation is correct or not by comparing with the guests ID/passport.Then, request the guest address and signature by saying: Mr Wang, would you please write down your contacting address and signature, thank you!Ensure the information is correct and the signature means acknowledgement for the details on the RC and the stays in Hilton Sanya Resort & Spa.7 Get the payment from the guestsBy saying: Mr. Wang, may I know how youd like to settle your room account by credit card or cash? For credit card, take the card & print on the card slip or the RC. For cash, count as XXX. Take the cash and issue a receipt from the computer to guest and remind him hand it back to cashier upon check out.Ensure we get a valid credit card guarantee or deposit in the guests account.DEPARTMENT:FRONT DESKWHAT (STEPS)TASK:CHECK-IN A GUEST WITH BOOKING IN ADVANCEHOW (KEY POINTS)EQUIPMENT:WHY (REASONS)8 Select a room Press F3 key to display the room selecting screen, press page down, thereferring room type will show on the screen. The GSA should ask the guest preference for the room if the availability is approved, then highlight the selected room and press enter; the room number will be matched on the guests reservation automatically.Ensure the selected room is matched for the guests requisition.9 Check-in guest in computerPress ESC key, the system will show a talking window check in this room? Yes or Not. Highlight YES and press enter, Fidelio asks Makekeys for this room? No, 1 Select 1 and press enter, Fidelio says checkin successful. At the same time, the Onity machine is light, insert the Onity with the top side up and take it out. The key is made.Ensure the room is checked in to avoiddouble check-in and make a correct keyfor the selected room.10 Make a key folder Take one clean and empty key folder, write down the guest name, room number, room rate, and the departure date, put the room Onity key into the folder and hand it to guest by saying: Mr. Wang, your room is XXX on the fifteenth floor, this is your room key card.Ensure the guest enjoy the convenience to sign bills in hotel by this key folder. And the key folder is also one passport in hotel.11 Finish check-inBy saying: Mr. Wang is there anything else I can do for you? And wish you enjoy your stay with us. Thank you!To show the courtesy to guest and hint him the check in procedure is finished.DEPARTMENT:FRONT DESKWHAT (STEPS)TASK:WALK IN A GUESTHOW (KEY POINTS)EQUIPMENT:WHY (REASONS)1 Greeting guestBy saying: Good morning/afternoon/evening, sir/madam/miss? orIs there anything I can do for you?Show the courtesy to guest and guide him to state the needs.THE GUEST SAID HE NEEDS A ROOM BUT WITHOUT BOOKING IN ADVANCE2 Check the room availabilityPress F5, select Rate Quarry and enter the room nights, adults and enter/RAK in the Rate Code and press Page Down to see the room type availability.Ensure the room is not overbooked andthe state in the computer is correct.3 Bargain the room rate with guestSee the room availability to sell the room rate accordingly. Always from top to low and explain the room difference. Give guest suggestions and asking Mr. Wang, which kind of room do you prefer? After get the answer confirm the rate with guest Mr Wang, you room rate is our hotelSummer Rate XXX per night for a superior room.IN THIS SECTION, ALWAYS TRY TO UPSELLTry to up sell high rate rooms to guest to increase the hotel revenue.4 Chose a room type in Rate Availability categoryHighlight the selected room type and press Enter, you will hear a beepand at the same time, the system will escape to the original screen automatically.Ensure this room is selected from the hotel room availability Its easy for room control and keep correct static5 Make a walk-in reservationIn Fidelio, go into Front Desk and enter Walk-in, update the guest namein the field, chose a correct profile, press enter, the system will give youa reservation screen, complete the necessary fields same as the procedures of Make a reservation in the SOP Manual of RSVN dept.Complete the necessary information inFidelio to make a correct booking.6 Check in the guestSAME PROCEDURE AS THE CHECK-IN A GUEST WITH BOOKING IN ADVANCE STEPS 4 TO 11.Finish the check-in procedure accordingto the standards7 Note relate departmentMake a phone call to housekeeping department after guest left front desk to pass the walk-in information to them inclusive the number of room and person.As the guest without booking in advance, we need to note HSKP to make necessary room arrangementDEPARTMENT:FRONT DESKWHAT (STEPS)TASK:REGISTER FOR AN INDIVIDUAL GUESTHOW (KEY POINTS)EQUIPMENT:WHY (REASONS)1 Obtain the guests ID or PassportBy saying: Mr. Wang, may I kindly see your ID or passport for the registration needs?We need to check the registration information accordingly.2 Fill the registration card Ask the guest to fill the registration card by saying Mr. Wang, would you please help us fill this registration card? Thank you very much!For get the information from guestself.3 Check the registration card filling qualityAfter the guest finished filling, we need to hold the ID/Passport and the registration card to check the follow information:- The spelling of the family name and first name- Correct sex- Clear nationality- Correct birthday- Correct ID/Passport number and valid date- Correct passport Visa type and valid date (ONLY FOR FOREIGNERS)- Full and clear guest contact address- The room bill payment- Guest signatureEnsure the information on the registration card is correct, clear and league. 4 Check weather all the necessary blanks on the registration card has been completed.Sometimes, the guest forget to fill some blanks on the registration cardespecially for the Signature blank. After guest returns back the RC to GSA, he or she should check weather all the blanks have been filled item by item.Avoiding lost some necessary information.5 Update this information into guest profile in FidelioOpen the guest profile screen in system. And update the information ontothe blanks:- Guest full name- Language type- Title- Full address- Nationality- ID or Passport number - Birthday- Telephone number and fax number (IF POSSIBLE)- The guest company name and his post (IF