H-How-to-check-in-a-walk-in-Guest.doc

完整版)H-How to check in a walk in Guest
Task:
工序:
How to check in a walk in Guest
如何为没有预订的客人办理入住
Job Title：
职位：
Guest Service Officer
宾客服务员

Step 1
第一步
Greet the Guest
欢迎客人

· Greet the Guest using the appropriate time of day.
准确的问候客人
· Smile and act in a friendly manner。
微笑及热情友善的态度
· Maintain eye contact
保持目光接触
· Use the Guest’s name if known
尽量称呼客人的名字
· Speak slowly ＆ clearly
口齿清晰，语速适中

“Good Morning /Afternoon /Evening, Sir/Madam， May I help you?”
“早上好 /下午好 /晚上好，先生 /女士,请问有什么可以帮到您？"

Step 2
第二步
Determine Guest needs
确认客人的需要

· Listening to Guest requests
倾听客人要求
· Determine room nights
确认入住的天数

Step 3
第三步
Check Availability
查询可卖房

“Welcome to Shenzhenair International Hotel Sir/Madam。 Have you stayed with us before? Let me check what rooms are available？”
“先生 /小姐，欢迎光临深航国际酒店，请问您之前有在我们酒店住过吗?我为您查找一下房间？”

Step 4
第四步
Sell room /Confirm Availability
卖房 /确认空房

· Offer room types
确认房型
· Show room’s photograph
提供房间图片
· Quote room rate
报房价

“Sir /Madam， we have Grand rooms available at XXXX RMB per night + 15% service charge.
“XXXX先生/小姐，我们现在有标准间，价格是XXXX元加15％的服务费”

“For an additional RMB400 per night, you may enjoy our Grand Club room， which includes complimentary continental breakfast, all day refreshments and evening cocktails.”
“您只要在这个基础上每晚加多400元就可以升级到嘉宾轩楼层的房间了，它包括免费的欧陆式早餐，全天茶点供应以及傍晚的鸡尾酒."

Step 5
第五步
Start check in process
开始办理入住

Mr/Ms. XXX, may I have your passport for registration please?”
“XXX先生/小姐，请问可以出示一下您的证件吗"

Step 6
第六步
Enter reservation details into Opera
在Opera中输入预订

· Full name
客人全名
· Check in/check out dates
入住期限
· Room type
房间类型
· Rate code
房价代码
· Source code (always “W” for walk in）
订房来源代码（“W”代表没预订入住）
· POV （Purpose of Visit）
旅行目的
· Payment details
付款方式

Step 7
第七步
Present the registration card
呈递入住登记卡

· Print the registration card
打印客人入住登记卡
· Present the registration card to the Guest on a folder
将客人入住登记卡放入登记夹中拿给客人
· Reconfirm date of departure by circling in front of Guest
在登记表上当客人圈出离店日期，与客人当面再次确认
· Reconfirm the room rate by circling in front of Guest， without verbally announcing
在登记表上圈出房费，与客人当面确认，不要读出来
· See task breakdown: “How to complete a registration card ”
请参照 “如何填写登记卡” 工序分析
· Ask the Guest to sign on the registration card
需要客人在入住登记表上签字确认

“This your room rate and your departure date.”
“这是您的房费和离店日期.”

Step 8
第八步
Offer transportation
提供送机服务

· Ask if Guest would require a hotel limousine upon departure
询问客人是否需要送机服务
· See task breakdown “How to arrange transportation for a in house Guest"
· 请参照“如何安排为客人送机服务”工序分析

“Would you require a hotel limousine upon your departure?”
“是否需要帮您安排送机服务?”

Step 9
第九步
Reconfirm the method of payment
再次确认客人付款方式

· Cash
现金
· Credit Card
信用卡
· Traveler’s Cheque
旅行支票
· Company Authorization letters
公司授权信
· Travel Agent Vouchers
旅行社预订单
· Follow the Hotel Credit policy when receiving deposits and taking Credit Card Authorizations
当收到押金及信用卡授权时要按照酒店信用制度处理

“Mr。/Ms. XXX， how would you like to settle your bill?“
“XXX先生/女士,我能知道您是如何付款的吗?”

Step 10
第十步
Calculate the deposit needed计算押金

· Amount of deposit should be obtained by formula (room rate including service charge x number of nights + 500RMB per night)。
押金公式：房费＊入住天数 +RMB500一天的杂费

Step 11
第十一步
Check in the reservation
在Opera系统中登记入住

· Refer to Opera training on how to check in a reservation
请参照Opera操作培训中如何在系统中登记入住

· Locate the reservation by using the “Guest in house” function in OPERA
通过OPERA中的Guest in house” 查找预订

Step 12
第十二步
Confidentiality
机密性

· Guest room rate, room numbers， personal information shall be treated with high confidentiality.
客人的房费，房号，私人信息应被视为高度机密.
· Never provide Guest’s room number or personal information to anyone。
客人的房号，私人信息不能提供给任何人.

Step 13
第十三步
Assistance with luggage
行李服务

· Assistance should be offered before presenting the room key to the Guest。
在客人拿到房卡之前，向客人提供服务
· The Guest should be asked for their luggage tag so that the room number can be communicated to the bell desk
请客人提供行李牌以便行李员了解客人房号信息

“Mr。/Ms。 XXX, do you have any luggage downstairs? May I have your luggage tag, please?
“XXX先生/小姐,请问您有行李在楼下吗？请提供您的行李牌,谢谢！”

Step 14
第十四步
Present the room key to Guest
客户服务专员递交房卡给客人

· Guest is only presented with room key of a Vacant Inspected Room that has been checked in。
给客人的一定是被检查完毕的空房
· Do not announce the room number verbally； only indicate on the key pack。
在房卡套上指出房号给客人代替口头说出。

“Mr/Mrs XXX, here is your room key。 This is your room number.”
“先生/小姐，这是您的房卡，您的房号是……。”

Step 15
第十五步
Guest to depart from the desk
客人离开前台

· Ask Guest if you can assist her/ him with anything else.
询问客人是否需要其它服务.
· Wish the Guest a pleasant stay and leave the Guest with a smile on your face.
微笑并祝客人入住愉快

“Mr./Ms。 xxx， is there anything else I can help you with？”
“Enjoy your stay！"
“XXX 先生/小姐,请问还有什么可以帮到您?”
“祝您入住愉快。”

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