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 1
1.1项目概况 1
1.1.1项目名称 1
1.1.2项目主管单位 1
1.1.3 项目建设单位 1
1.1.4项目建设单位负责人 1
1.1.5项目建设性质 1
1.1.6项目建设地点 1
1.1.7项目建设期 2
1.1.8项目建设内容和规模 2
1.1.9项目投资估算 2
1.1.10项目资金筹措方案 3
1.1.11项目建设效益 3
1.2项目建设背景 3
1.2.1地理气候条件 3
1.2.2工业园区发展规划 4
1.2.3工业区已具产业规模 5
1.2.4项目提出的理由与过程 6
1.3项目建设必要性分析 9
1.3.1某某市“十一五发展规划”的要求 9
1.3.2某某市总体规划的要求 10
1.3.3某某市经济发展的要求 11
1.3.4园区发展的要求 12
1.4项目社会效益分析 13
1.4.1扩大内需，促进经济增长 13
1.4.2改善工业园区投资环境 14
1.4.3促进生产发展和提高人民生活水平 15
1.4.4促进园区的可持续发展 15
1.4.5带动园区周边土地增值及房地产发展 16
1.5项目建设可行性分析 17
1.5.1政府支持 17
1.5.2资金支持 17
1.5.3建设条件满足 18
1.6结论 18
第2章 项目建设内容及方案 19
2.1项目建设内容 19
2.1.1项目建设地点 19
2.1.2项目建设内容 19
2.1.3项目建设规模 19
2.2项目建设方案 20
2.2.1项目建设目标 20
2.2.2项目建设方案 20
2.2.3项目功能分析 23
2.3项目建设原则 26
2.3.1以人为本与可持续发展的原则 26
2.3.2集聚发展原则 27
2.3.3因地制宜原则 27
2.3.4环境保护原则 27
2.3.5节能降耗原则 27
2.3.6抗震原则 28
2.4建筑造型 28
第3章 项目建设和进度安排 29
3.1项目工程建设管理 29
3.1.1施工组织管理 29
3.1.2项目资金管理 29
3.1.3严格执行工程监理制度 29
3.2建设期安排与实施计划 30
3.2.1建设工期 30
3.2.2项目实施进度安排 30
3.2.3工程进度表 31
3.3项目建设劳动安全管理 34
第4章 各项建设条件落实情况 35

4.1园区建设规划与现状 35
4.2项目建设基本条件 36
4.2.1地形地貌条件 36
4.2.2工程地质条件 36
4.2.3城镇规划、园区区域规划条件 37
4.2.4交通条件 37
4.2.5社会环境条件 37
4.2.6征地拆迁条件 37
4.2.7施工条件 38
4.2.8资金条件 38
4.3环境保护及节能、消防 38
4.3.1环境保护 38
4.3.2节能降耗 40
4.3.3消防安全 43
4.4结论 44
第5章 投资估算与资金筹措 45
5.1编制范围 45
5.2编制依据 45
5.3单位价格 45
5.4其他费用 46
5.5建设投资估算 46
5.6年度投资计划 46
5.7资金筹措 47
第6章 财务评价 48
6.1概述 48
6.2依据与说明 48
6.3收入预测 48
6.4项目赢利能力分析 49
6.5财务评价 50
第7章 社会风险和融资风险分析 52
7.1项目社会影响分析 52
7.2项目与所在地互适性分析 53
7.3社会风险分析 53
7.4社会评价结论 54
7.5融资风险分析 54
7.5.1融资风险 54
7.5.2融资偿还途径 55
7.5.3融资风险分析结论 55
第8章 结论和请求 56
8.1结论 56
8.1.1本项目的建设符合某某市总体规划 56
8.1.2各项建设条件均满足项目的建设要求 56
8.1.3项目有充足的资金保障 56
8.1.4项目具有重大的社会效益 56
8.1.5某某市建设投资有限公司具备相应的实力和资质 57
8.1.6综合结论 57
8.2请求 57

Guest Service Agent
HILTON SANYA RESORT & SPA FRONT OFFICE
STANDARD OPERATION PROCEDURE MANUAL

I N D E X

1. Use arrival file and correspondence
2 ```
2. Check-in a guest with booking in advance
3
3. Walk in a guest
5
4. Register for an individual guest
6
5. Handle guest's inquisition
7
6. Check and action the trace report
8
7. Enter guest message and locator
9
8. VIP preparation
11
9. VIP check in procedure
12
10. Safe deposit box regulation and procedure
13
11. Arrival group preparation
16
12. Group check-in procedure
18
13. Block a room
21
14. Handle late check out requisition
22
15. Extend a guest stay
23
16. Handle a room moving
24
17. Handle a guest's complaint
25
18. Payment by credit card
26
19. Payment by cash-registration
27
20. Payment by voucher-registration
28
21. Payment by company-registration
29
22. Credit frequent flyer miles
30
23. Work with your float
31
24. Accept cash deposit prior to a guest's arrival
32
25. How to do a manual posting
33
26. Rebate a charge
34
27. How to issue a paid-out
35
28. How to cash a traveller cheque
36
29. How to exchange a foreign currency
38
30. Accept payment by credit card
39
31. Accept a voucher payment
40
32. How to check out a guest
41
33. How to make an audit
42
34. Balance the cashier float
43
35. Balance the cashier float
44

DEPARTMENT:
FRONT DESK

WHAT (STEPS)
TASK:
USE ARRIVAL FILE AND CORRESPONDENCE

HOW (KEY POINTS)
EQUIPMENT:

WHY (REASONS)
1 Get today's arrival file and correspondences

Take the arrival day file from the front desk trace file cabinet in the back
office in which the reservation should give the arrival's file copy in one day advance.
If there is a query on check-in, the information is easily and quickly obtained.
2 Locate correspondence
By 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 front
desk. Attach the correspondence on that registration card and put back to the correct arrival bucket
If the guest is in front of you and has a query you need to know what information exists relating to his booking
3 Verify the correspondence
Read the correspondence/reservation sheet and compare with the computer
To ensure the information from the correspondence has been correctly input in the computer.
4 Explain the information to the customer
By 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 CUSTOMER

5 Apologise if you were wrong
If 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 customer’s perception of our hotel's service.
6 Use the reservation correspondence
to cross-check if the reservation is overbooking
Cross check correspondence with arrival report and verify the method of
confirmation.
To ensure the bookings you called the guest in case of No Show.

DEPARTMENT:
FRONT DESK

WHAT (STEPS)
TASK:
CHECK-IN A GUEST WITH BOOKING IN ADVANCE

HOW (KEY POINTS)
EQUIPMENT:

WHY (REASONS)
1 Greeting guest
By 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 IN
2 Inquiry the guest has reservation in
advance or not
By 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 ALREADY
3 Inquiry the guests name ,company
name 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 after
found out the exiting booking in system
We should double confirm the booking details with guestself upon check in, the details includes the room nights, room rate, in-house person no
and 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 registration
Get the guest's ID or passport by saying: ' Mr. Wang, may I have your
ID or passport for registration and would you please help us fill this registration card, thank you very much.' We need to get the guest's 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 the
PSB office.
6 Check the registration card quality
and request the guest's address and signature
After the guest finished filling the RC, the GSA should check weather the
information 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 guests
By saying: ' Mr. Wang, may I know how you'd 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 guest's account.

DEPARTMENT:
FRONT DESK

WHAT (STEPS)
TASK:
CHECK-IN A GUEST WITH BOOKING IN ADVANCE

HOW (KEY POINTS)
EQUIPMENT:

WHY (REASONS)
8 Select a room
Press F3 key to display the room selecting screen, press page down, the
referring 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 guest's reservation automatically.
Ensure the selected room is matched for the guest's requisition.
9 Check-in guest in computer
Press ESC key, the system will show a talking window ' check in this room? Yes or Not.' Highlight YES and press enter, Fidelio asks ' Make
keys for this room? No, 1' Select 1 and press enter, Fidelio says check
in 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 avoid
double check-in and make a correct key
for 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-in
By 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 DESK

WHAT (STEPS)
TASK:
WALK IN A GUEST

HOW (KEY POINTS)
EQUIPMENT:

WHY (REASONS)
1 Greeting guest
By saying: ' Good morning/afternoon/evening, sir/madam/miss? or
Is 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 ADVANCE
2 Check the room availability
Press 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 and
the state in the computer is correct.
3 Bargain the room rate with guest
See 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 hotel
Summer Rate XXX per night for a superior room.'
IN THIS SECTION, ALWAYS TRY TO UPSELL
Try to up sell high rate rooms to guest to increase the hotel revenue.
4 Chose a room type in Rate Availability category
Highlight the selected room type and press Enter, you will hear a beep’
and at the same time, the system will escape to the original screen automatically.
Ensure this room is selected from the
hotel room availability It's easy for room control and keep correct static
5 Make a walk-in reservation
In Fidelio, go into Front Desk and enter Walk-in, update the guest name
in the field, chose a correct profile, press enter, the system will give you
a 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 in
Fidelio to make a correct booking.

6 Check in the guest
SAME PROCEDURE AS THE CHECK-IN A GUEST WITH BOOKING IN ADVANCE STEPS 4 TO 11.
Finish the check-in procedure according
to the standards
7 Note relate department
Make 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 arrangement

DEPARTMENT:
FRONT DESK

WHAT (STEPS)
TASK:
REGISTER FOR AN INDIVIDUAL GUEST

HOW (KEY POINTS)
EQUIPMENT:

WHY (REASONS)
1 Obtain the guest’s ID or Passport
By 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 quality
After 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 signature
Ensure 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 card
especially 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 Fidelio
Open the guest profile screen in system. And update the information onto
the 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