酒店服务流程(英文).doc

Checking in Guest with Reservation

Service Required:

The Receptionist Must Be A Sales Representative At All Times.
He/She Must Have A Through Knowledge Of The Product They Sell, Details Of The Hotel, Rates, Services, And Facilities.

Job Performance Required – Guidelines - :
ü Great your guest warmly with smile.
ü Ask If You May Help Him With A Courtesy Way.
ü If The Guest Says That He Have A Reservation, Ask Politely for The Guest Name.
ü Calls-Up The Information On The Computer Screen.
ü Make Your Double Check By Repeating The Guest Full Name.
ü Reconfirm Type Of Room Required.
ü Ask For The Length Of Stay And Departure Date Expected.
ü Reconfirm How Many People In The Party.
ü You May Offer Options With Upselling Techniques, And According To Your Rooms Availability Chart.
ü A Scan For A Special Notes May Reveal Special Requests Such As V.I.P Treatment…….Etc.
ü Reconfirm The Mode Of Payment And Follow Up With Payment Procedures Accordingly.
ü Ask To Complete The Registration Card.
ü Thank The Guest And Check If There Is Any Messages For Him/Her.
ü Match The Right Room For The Guest And Make The Blocking.
ü Offer Additional Services Such As Wake Up Calls Or Special Guest Needs To Be Covered.
ü Call The Bell Man Who Is Assigned To Carry The Luggage For The Guest.
ü Wish Your Guest A Pleasant Stay.

Checking in Guest without Reservation

· Great The Guest Warmly With Smile & Ask If You May Help.
ü If The Guest Has No Reservation, Ask You Guest To State His/Her General Needs.
ü Obtain The Specific Details Such As
ü What Type Of Room Is Desired?
ü How Many People in the Party?
ü What Is Their Anticipated Length Of Stay?
ü What Rate Is Acceptable?
ü Methods of Payment (Cash or Credit Cards)?

· Based On The Above The Room Clerk Should Matches Rooms Available To The Customers Wishes.
· Offer Options by Using Room Location, Such As: Sea View, Pool Side, Etc.
· After You Cover The Entire Guest Needs Present The Registration Card And Ask The Guest To Fill.
· If The Credit Card Will Be Used, Obtain Credit Data.
· Locate The Room And Complete Normal Check-In Procedures.

Checking in Group

First: Before Check In

· Be Fully Aware Of the Arrival Time
· Prepare The Blocking.
· Check Ready Rooms with Housekeeping
· Prepare The Key Envelopes.
· Check with the Bell Caption Concerning the Readiness of the Luggage Sticker

Second: Upon Check In

· Welcome The Group With The Welcome Drink.
· Check With The Tour Leader The Rooming List.
· Ask The Tour Leader For The Passport List & Voucher.
· Check with the Tour Leader the Meals Arrangements / Wake up Calls.
· Bell Man Should Have A Copy From The Rooming List To Write Number Of The Luggage.

Third: After Check-In
· Open The Group Master Folio.
· Mention The Way Of Payment.
· Check The Rate Twice.
· Check Number of Rooms and Persons.
· Check Complimentary Rooms
· Create the Group Pay Master and Check Routing.
· Distribute The Group Rooming List To All Concerned With All Signatures.

Handling Guest Complaint

· Listen with concern to guest complaints and stay calm.
· Isolate the guest, if possible, so that other guests would not be affected. Remain calm and do not argue with the guest.
· Recognize and acknowledge the guest’s feelings and try to make him feel that we care more about his concerns.
· Always show personal interest in the guest’s problem. Do never under estimate his complaint. And no matter what happens, NEVER INSULT A GUEST.
· Do not say that the hotel is at fault simply to be understanding.
· Noting down the key facts will reassure the guest and will certainly calm him down.
· Tell the guest how and when the problem could be solved.
· Inform the concerned department to take the necessary action.

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Follow up
· Inform your supervisor and record all details and what has been done till the time being in the log book.
· If you feel that the problem is more than you can handle and that it needs higher level for a solution, take the handle the matter to your supervisor or to the Department Head.
· When the problem is solved, inform the guest accordingly.

Handling Check Out

Service Required:
Check Out Process Should Be Smooth, Efficient, Accurate, And Pleasant Experience For Our Guests. It Is The Last Opportunity The Hotel Staff Has To Personally Interact With The Guests.

Job Performance Required – Guidelines - :

A – Providing Bell Service:
·
Upon Guest’s Request for Checking-Out Bell Service.
· Check out Card Will Be Given to the Bell Person
· Bell Person Will Go To The Room, Knock On The Door.
· Then, He Ask The Guest Politely For His Luggage.
· With A Glance, Without The Guest Notice, The Bell Person Will Check The

Room Supplies Are There With No Damage.
· Luggage to Be Taken Away, Drawers to Be Checked For Any Forgotten Items As Well As Bathroom.
· The Bell Person Will Ask The Guest Politely For The Room Key.
· Close the Door And Make Sure It Is Locked.
· The Bell Person Will Politely Remind The Guest Not To Forget The Flight Ticket And The Passports.
· The Bell Person Will Obtain the Front Office Cashier’s Approval before He Carries the Luggage out Side the Hotel.

B- At the Front Office Cashier:
· Greet The Guest With Magic Words And Smile.
· Ask If They Are Checking Out.

Ask For Their Room Number, Pull The Folio, And Repeat Their Name To Make Sure There Is No Mistake.
· Check for Any Last-Minute Messages, Mail, or Any Additional Charges Not Yet Posted.
· Ask If The Guest Has Made Any Additional Charges Within The Last Thirty Minutes.
· Tell The Guest The Amount Owed.
· Follow Up With The Guest Mode Of Payment And Finalize The Account.
· Check by Asking About Guest Satisfaction.
· Pay Attention to Each Single Guest Comment and Write It Down Immediately.
· Ask If There Is Any Thing Else The Hotel Can Do.
· Thank The Guest For Staying With The Hotel, And Invite Them To Come Back Again.
· As They Leave The Desk Area, Wish The Guest A Safe And A Pleasant Trip.

Handling Guest Request

Purpose of the policy:

To set up a proper system on following up guest requests and assuring the proper delivery of services in order to meet Guest satisfaction.

Policy:

· Both Front Office & Housekeeping departments will keep a guest request logbook to record all guest request by time of receiving the request.
· As soon as the GSA or H.K Order taker will receive a guest request, it must be recorded in the logbook immediately with the time of receiving the request and the guestroom number, as well as type of request.
· The GSA to Complete the Housekeeping/Maintenance request form, and to be delivered to the Department Concerned Immediately.
· All the logbook items should be filled in details as soon as the request is received.
· The GSA / HK Order taker should inform and follow up on the completion of the request by contacting the department concerned to fulfill the request and log the time and the name of the person who received and complete the request.
· A follow up telephone call to the guest should be made after the completion of the request to be sure that the guest is satisfied.
· If the request will take time to be completed, guest should be informed and to be given the estimated time to complete it.
· If the guest request will take more than a reasonable time to be completed, it should be reported to the direct supervisor who should contact the guest personally and offer alternative solution.
· In both F.O & H.K, guest request logbook should be part of the shift hand-over procedures.

N.B attached a sample of the log, which should be printed on A-4 size book.