保持友好,整洁,专业的印象给客人。工作标准a)e.经常检查个人卫生,保持良好的仪容仪表。b)工作服要保持干净,整洁。c)友好的，并面带微笑的面对客人。DUTY2工作职责2Providecourteousservicetoguestsandrespondpromptlyandcarefullytoguests’complaints,requestsandesquires.为客人提供彬彬有礼的服务，对客人的投诉及要求等要迅速作出反应并适当地给予答复。PerformanceStandards工作标准a)对客人提出的要求或投诉要迅速的做出反应。b)要及时地对客人的投诉采取补救措施。c)确保客人离店前对我们提供的服务满意。d)Requestassistancefromsupervisorifcomplaintsandrequestscannotbehandled.如果客人的要求或投诉不能自行处理,要迅速请主管提供帮助。DUTY3工作职责3Maintainanup-to-daterecordforalltheroomaccounts.保证所有客人的帐目准确。PerformanceStandards工作标准a)Beginningofshift,preparealistofgroupsgoingtocheck-outs,partiesandmealallowanceasoftheday.每日接班后,应准备出预离的团队资料,核查杂费及餐费的消费情况。b)Postallcharges(Minibaretc.)totheappropriateroombillsaccuratelyassoonastheyarereceived.在收到其他部门送来的小单后,应立即入到相应的客人房间,例如房间酒水等。c)Attheconclusionoftheshiftclearuoutstandingworkfortheday.确保完好的完成每日的工作。d)Placethebalanceofcashreceived(representingthecomputerprint-outscashtotal)intheremittanceenvelope.结清每日的现金数量,根据系统中打印出的报表情况,将应收现金封存在封钱袋里。e)DropenvelopeintheCashDepository.将封好的封钱袋投进现金保险柜中。f)Balancecashiersandclosesit.Doublecheckifallpostingsarecorrectswithcashierreportandbillornot.平帐，并于下班前将系统中自己的账号关掉，并再次检查所入的所有帐是否与报表及账单相对应。g)Passondailyfollow-upjobstothenextShiftstaffandnotedownonFrontDeskLogbookofanydepartmentalinformationorleavetheTraceinthesystem.将需要下个班次跟进的事情写在交接班本中,或在系统中留Trace,以提醒相关人员注意跟进。DUTY4工作职责4Checkoutofhotelguests.为酒店客人结账PerformanceStandards工作标准a)FIT散客behelpfulandcourteousandgiveimmediateattentiontoguests.热情,有礼貌地对客人的要求迅速做出反应。Collectroomkeyfromguestandreconfirmtheroomnumberwithguest.收回客人房卡及钥匙,并再次确认客人房号。Greetandaddressguestbynamewithyoursmile.称呼客人的名字,微笑的向客人打招呼。InformHousekeepingtochecktheMinibarintheroom.通知客房部检查房间及酒水。Printoutthefolioforguest.为客人打印出账单。Confirmthepaymentwithguestandcheckoutforguest.与客人确认付账方式,并为客人结账。Checkwithguesthowaboutstayinghere,andforwardallsuggestionstoDutyManager.询问客人住在酒店的情况,并将反馈信息及客人建议及时转交给值班经理。Checkoutguestinsystemwith“0”balanceaftertheysettledthebillandhopeguesthaveanicetrip.客人付清所有的费用后,应及时在系统中做结账,账单应为零,并祝客人旅途愉快。Attachedthefolio,reservationformandallrelevantdocumentstogetherforAccounting.将账单,预定单及所有相关的详细资料订在一起,下班后转交给财务部。确保客人离店前将所有应付费用付清.PerformanceStandards工作标准1)ONGUEST’SOWNACCOUNT客人自付费用Greetingguestwithyoursmile.面带微笑向客人问好。Reconfirmguest'sroomnumberandaddressguestbyname.称呼客人名字,再次确认客人房号。Doublecheckwithguestthatifhe/sheusedtheminibarlastnightandinformedhousekeepingtochecktheroomandminibar,ifused,posttheminibarchargesintoguest’sbillandfindouttheregistrationcard.与客人确认前一晚是否用过酒水,并通知客房部检查房间和酒水,如用过酒水,将酒水费用入进客人房帐,并找出登记卡。Printoutthefolioforguest.为客人打印账单。Confirmthepaymentwithguestandcheckoutforguest...
