三亚希尔顿酒店前厅接待标准工作程序

I 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 guest's 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 guest's 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 guest's 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 today's 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 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 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 a...