1、 STANDARD OPERATING PROCEDURESSTANDARD OPERATING PROCEDURESREGENT CLUB AGENTREGENT CLUB AGENTTask No. Description1 Greeting and Welcoming Guests. 问候及迎接客人2 Taking/Making Room Reservations Procedure. 接/做预定3 Pre Arrival Call. 为预抵客人做电话准备4 Room Inspection. 检查房间5 Preparation For Guest Arrivals.为预抵客人做准备6 G
2、uest Check In With Reservation.为有预定的客人办理入住手续7 Check in without Reservation-Walk in.为没有预定的客人办理入住手续8 Check In Day Use Room. 为当日入住当日离店的客人办理入住手续9 Express Check-in.快速办理入住手续10 In Room Check In.在房间办理入住手续11 Check In With Travel Agency Voucher.为使用旅行社礼券的客人办理入住手续12 Check In VIP & VVIP.为VIP和VVIP客人办理入住手续13 Check
3、 In Guest While System Shut Down.当电脑系统不运转时为客人办理入住手续14 Awaiting Room Handling.处理房间等候15 Cash Deposit Collection.收取现金押金16 Credit Card Acceptance Procedure.信用卡收取程序17 P/B, P/F & Third Party Authorization.代付费和第三方客人授权18 Preparation for Early Arrival.为早到入住的客人做准备REGENT CLUB AGENTTask No. Description19 Face t
4、o Face Handling Guest Special Request.与客人当面处理特殊需求20 Handling Room Change. 处理换房21 Handling of Guest Compliments.处理客人的赞扬22 Handling Messages.处理留言23 Handling Guest Locator Request.处理客人位置需求24 Pre Departure Call. 准备离店电话25 Handling Expected Departure.处理预离的客人26 Extension Stay.延住27 Long Staying Guest Check
5、In.为长住客人办理入住手续28 Printing Report and Registration Card.打印报表和登记卡29 Handling Guest Difficulty.处理客人疑难问题30 Key Authorization.钥匙授权31 Guest Preference.客人喜好32 Maintaining Communication Log.交接本的保障33 Shift End Procedure.末班次程序34 Flight Bites. 航班35 Appropriate Log In and Log Out.正确的log in和log out36 Manually Po
6、st To Guest Account.入客人房账REGENT CLUB AGENTTask No. Description37 Rebate Procedure.扣减程序38 Correction Posting.更改入账39 Official Receipt Control. 发票控制40 Looking After Cash Float.现金保管41 Check Out FIT.为散客办理离店手续42 Express Check Out.快速办理离店手续43 Handling The Account Refund After Guest Check Out.处理客人离店后的退款44 Ha
7、ndling Late Charge.处理追加费用45 Check Out Skip Room.为差异房办理离店手续46 Check Out Guest Upon Computer Shut-Down. 当电脑系统不运转时为客人办理离店手续47 Handling Long Stay Departure.处理常住客人的离店手续48 Handling Late Check Out Charge.晚结账客人收费49 Balancing The GRA Banking And Completing The Cash Envelop. 平账，投现金The Regent BeijingStandard O
8、perating Procedures - Regent Club Agent Page 153 of 153 TASK NO : 01GREETING AND WELCOMING GUESTS PAGE 问候及迎接客人(1/2)DEPARTMENT: Front OfficeAPPROVED BY/ TITLE/APPROVAL DATE: Keith Tomkies / Director of RoomsTASK BREAKDOWNSTANDARD PROCEDUREWHYUse standard greetings for guest.使用标准用语向客人问好Welcome guest t
9、o the hotel.欢迎客人来到酒店As guest walks ten steps with The Regent Club counter acknowledge their presence by standard greeting them at least five steps away from the counter by saying with smile and eye contact and smile: “Nin Hao , Mr. /Mrs. XX.，welcome to the Regent Club. (If the name of guest is known
10、, otherwise address guest by Sir or Madam)当客人走到离行政接待台十步距离时应认知客人，并于客人距五步远时保持目光接触，微笑说“您好，XX先生/女士，欢迎来到行政酒廊 （如果不知道客人姓名，称呼先生或者女士）。Establish and keep eye contact with guest and smile genuinely.保持于客人目光接触并由衷的微笑。Stand upright with an attentive body posture.身体站直。By saying with eye contact and smile: “Nin Hao,
11、 welcome to The Regent Club.”If guest is a return guest, by saying with eye contact and smile: “Mr. /Mrs. XX, welcome back to The Regent Club.” 保持目光接触和微笑说“您好，欢迎来到行政酒廊”。如果是来过的客人，保持目光接触和微笑说“XX先生/女士，欢迎再次光临行政酒廊”。“10-5 Rule” will be followed, stand upright with an attentive body posture. 使用“10-5”原则，身体直立站
12、好。Guest will be greeted with smiles and eye-contact. Guest name will be used at all times. 要保持微笑和目光接触来与客人问好，并一直称呼客人姓名。To give a positive impression of the hotel as well as to acknowledge the importance of guest in the hotel to rise the self esteem of guests by addressing them by their name. 称呼客人姓名以使
13、客人受到重视，对酒店有个良好的印象。To show that you are genuinely willing to serve guest. Sincerity由衷的为客人服务。A good body posture indicates good grooming and confidence. Showing humility respect to guest. Humility好的站姿标示良好的仪容仪表肯自信。TASK NO : 01GREETING AND WELCOMING GUESTS PAGE问候及迎接客人(2/2)DEPARTMENT: Front OfficeAPPROVE
14、D BY/ TITLE/ DATE: Keith Tomkies / Director of RoomsTASK BREAKDOWNSTANDARD PROCEDUREWHYIf guest should be kept waiting, thank them for waiting.如果使客人等候，感谢他们。By saying with eye contact and smile: “Thank you for waiting, Mr. /Mrs. XX.” or “Sorry to keep you waiting.”保持目光接触和微笑，说“感谢您的等待，XX先生/女士”或者“很抱歉令您等
15、待”。Offer assistance and identify guests name, by saying with eye contact and smile: “May I have your last name, please?认知客人姓名并提供协助，保持目光接触肯微笑，说“请问您贵姓？”。To make guests feel at home as well as delight guest with calling guests name proudly and respectably.The warm greeting leaves first impression on gu
16、est.自豪的尊敬客人，使之有如家一般的感觉。热情的问候给客人一个良好的印象。To acknowledge that guest has been waiting and that there patience is appreciated.认知到客人在等待，并感激客人的耐心等待。To retrieve reservation from Opera.从电脑系统里找出预定。TASK NO : 02TAKING/MAKING ROOM RESERVATIONS PROCEDURE PAGE接/做预定(1/4)DEPARTMENT: Front OfficeAPPROVED BY/ TITLE/ D
17、ATE: Keith Tomkies / Director of RoomsTASK BREAKDOWNSTANDARD PROCEDUREWHY1.Receive reservation 接预定2.Collect information 收集信息3.Check room availability 检查是否有房间4.Quotation 报价Receive direct reservations at counter / phone通过接待台或电话接预定。Record down following information in Opera system immediately: guests n
18、ame, arrival/departure date/time, flight number, room type, and company name (according to registration form)即刻将以下信息记录于电脑系统里：客人姓名，来店/离店执法日期和时间，航班号，房型和公司名称（根据入住登记表）。Check room availability in Opera system.在系统里检查是否有房间。If room available:如果有房-Check guest profile to see if there is corporate contract, if
19、 yes, quote corporate rate to guest.(accepting booking by claming guest has to present working ID upon Check-In) 检查客人是否有合同价，如果有，使用合同价。（客人办理入住时需收取工作证方可接预定）- If there is no corporate contract, check guest profile to see the previous room type and room rate.如果没有合同价，查客人之前住的房型和房价。If situation is none of
20、above, best available rate or courtesy rate Ensure first time and every time service after reservation duty time.在预定之后确保第一次和每次的服务。Guarantee that the every guest moves in all the first arrangements appropriately.保证每次都给客人做出适当的安排。Beyond guests expectation.超出在客人的期望。To check room availability and room ra
21、te for providing precise service.查看房间的可得性和房价，以给客人提供准确的服务。Ensure room is available and rate is correct to present our sincere care to guests request. Make sure that the information guest got is accurate.保证房间的可得性和正确的房价来呈现我们真心的关心客人需求。确保客人得到准确无误的信息。TASK NO : 02TAKING/MAKING ROOM RESERVATIONS PROCEDURE P
22、AGE 接/做预定(2/4)DEPARTMENT: Front OfficeAPPROVED BY/ TITLE/ DATE: Keith Tomkies / Director of RoomsTASK BREAKDOWNSTANDARD PROCEDUREWHY5.Special request 特殊需求6.Other information 其他信息7. Reconfirm 再次确认- will be applied to guest.除了以上的情况，应提供给客人最可以接受的房价。-Check if guest is a regular guest (e.g. Gold Point mem
23、ber), pick up the right profile.查看客人是否是常来的客人，（像金卡会员），选对历史资料Record down guests special requests as guest preference. (high floor, non smoking, king size, far away from the elevator and corner room), early arrival request or late check-out request and so on (In line with hotel policy) 将客人的需求记录在客人喜好之列。
24、（高楼层，不吸烟，大床，远离电梯和角房），早到需求或者晚退房需求等等（按照酒店规定列出）。Record down other information:记录其他信息：- Contact person, contact number联系人，联系电话。- Arrival time, flight no., payment method & airport pick up service.来店日期，航班号，付款方式和接机服务。- Credit card guarantee is necessary & 6p.m. room holder (if high occupancy)必要的信用卡担保&下午六点
25、保留房间（如果住宿率很高）。- If possible, try to obtain more information such as guest company name, position and so on. 如果可能的话，尝试获得更多信息，例如客人公司名称，职位等等。- If possibly, try to obtain some information Offer the personalize service and keep record to anticipate guests needs.提供个性化服务并存档以超出客人需求。Get detail information fr
26、om guest in order to create our renowned personal service & anticipate guests needs获得客人的详细信息来建立我们著名的个性化服务和超出客人需求。Ensure details are correct to provide precise service.确保正确的细节以便提供精确的服务。 TASK NO : 02TAKING/MAKING ROOM RESERVATIONS PROCEDURE PAGE (3/4)DEPARTMENT: Front OfficeAPPROVED BY/ TITLE/ DATE: K
27、eith Tomkies / Director of RoomsTASK BREAKDOWNSTANDARD PROCEDUREWHY8.Finish a reservation 完成一个预定9. key in computer 输入电脑10.Prepare confirmation letter/fax/e-mail 准备确认信/传真/邮件11.Room not available 满房12.Suggestion 建议 about guests preferences or allergic by saying 如果可能的话，尝试获得更多信息，关于客人的喜好以及敏感的Reconfirm th
28、e reservation details with guest and thanks for choosing the Regent Beijing/The Regent Club.再次与客人确认预定的细节并且感谢客人选择北京丽晶酒店/丽晶行政酒廊。By saying:“Thanks for choosing The Regent Club.”“We would like to assure you that your needs and requests will be attended to please feel free to contact us though Regent Tou
29、ch if we can be of assistance to make your stay more comfortable and enjoyable.说“感谢您下塌丽晶行政酒廊”“我们向您保证，您的需求将会实现，请随时通过总机联系我们来使您在入住期间更加舒适和愉快”。Make room reservation & key in all details to computer as soon as possible.尽快在电脑系统里做预定、钥匙和所有详细工作。Prepare for guest needs confirmation letter.If guest needs confir
30、mation letter, prepare for guest. Double check the details make sure it is accurate before sending.准备客人需求确认信。如果客人需要确认，准备好。给客人发送之前再次查看细节以确保其正确性。Show our courtesy and offer further assistance.礼貌的为客人提供更多服务。Key in information for concerned department further following up.将信息记录于相关部门并长远跟进。Ensure precise c
31、heck in experience确保精确的检查来留下良好的丽晶体验。Never say “no” to guest从不对客人说“不”。Do our best to arrange the room according to guests preference.尽我们可能的根据客人喜好安排房间。TASK NO : 02TAKING/MAKING ROOM RESERVATIONS PROCEDURE PAGE 接/做预定(4/4)DEPARTMENT: Front OfficeAPPROVED BY/ TITLE/ DATE: Keith Tomkies / Director of Room
32、sTASK BREAKDOWNSTANDARD PROCEDUREWHY13.Follow up 跟进14.Appreciate 感谢Note: All guest reservation must fill in the reservation form, and then pass it to Room Reservation.注意：客人所有预定必须填写预定单，并将预定单给预定部。If room not available, do the best to recommend other room types to guest. 如果没房，尽可能的向客人推荐其它房型。“I do apolog
33、y as the room you prefer is / will be unavailable on the / that occasion. Would you like to try other room type?”If guest insists requesting room type he/she prefers, put guest on waiting list. Record down following information: arrival/ departure date, guest name, contact no., room type & company n
34、ame. “很抱歉在那个时间没有您需要的房型。您是否需要尝试其它房型?”如果客人坚持要他喜欢的房型，将客人置于等待列表中。记录以下信息：来店/离店日期，客人姓名，联系电话，房型以及公司名称。If room available, inform guest based on waiting list. If room still not available, go to next step of procedure.如果有房，通知在等待列表的客人。如果还是没有，进入到下一环节。If guest doesnt accept suggestions, recommend other group hot
35、els or the same star hotels to guest.如果客人不接受建议，推荐其它五星级的酒店给客人。Thanks for guest calling by saying with a smile voice: “Thank you for choosing The Regent Beijing. We look forward to welcoming Mr. /Mrs. XX arrival.微笑感谢客人来电，“感谢您选择北京丽晶酒店，我们期待着您的光临”。Present courtesy and helpful service.呈现礼貌和有帮助的服务。Apprecia
36、te for the business.感谢客人带来的生意。. TASK NO : 03PRE ARRIVAL CALL PAGE为预抵客人做电话准备(1/5)DEPARTMENT: Front OfficeAPPROVED BY/ TITLE/ DATE: Keith Tomkies / Director of RoomsTASK BREAKDOWNSTANDARD PROCEDUREWHY- Pre arrival call to VIP 3, VIP 4 guests or booking maker 为VIP3,VIP4客人或者订房人打电话做准备- Call to guest给客人打电
37、话1. Club Agent will review all Club arrivals the day before and print out reports.行政楼层接待员提前一天检查所有预抵客人并打印报表。2. Club Agent will call local booking maker to trace arrival information, preference from booking maker and extend appreciation for the business from booking maker 行政楼层接待员会给订房人打电话来跟进来店信息，喜好以及对于
38、订房人为我们所带来的生意表示感谢。To guest对于客人- Nin hao: My Name is Lily, working as Guest Service Agent at The Regent Beijing. It is really our great pleasure to welcome you (back) on 01.09.05. Is there anything we could anticipate prior to your arrival?您好，我的名字是XX，是丽晶酒店总机的一名员工。我们荣幸欢迎您（再次）于01.09.05的光临。在您到来之前我们能为您做些什
39、么吗？q Would you please tell me approximate time of arrival? Would you like us to arrange transportation? Or confirm if (transportation has been arranged) 您可以告诉我，您大致的到达时间吗？您需要我们为您安排接机服务吗？或者确认是否（接机服务安排没有）。q I have taken note that you will be picked by your company 我已经记下您的公司会接您。q May I have your company
40、 number? I will contact with your company for detail arrangement, so our Airport Rep. can offer help at the airport.可以确认您公司的联系电话吗?我会联系您的公司来确认具体适宜，这么我们的机场代表可以在机场为您提供服务。q I have taken note (or whether) you will be traveling with family or other parties? 我已经记录好（或者是否）您将与家人或者其它同伴一起来。q I am very glad to h
41、ear Mrs. XX will be traveling with you particularly for this trip. May I know what kind of flower does she prefers? 我很高兴得知XX女士将于这次旅行与您做伴，可以询问您她喜欢什么鲜花吗？q Do you prefer a smoking or non-smoking room? 您喜欢吸烟还是非吸烟房间？ What kinds of newspaper do you usually read? 您经常阅读什么报纸？ Do you have any allergies? 您对什么过
42、敏吗？q Are you traveling with Laptop?这次旅行您会携笔记本电脑吗？q Do you need any extension cable?您需要加长网线吗？Do you need any adapter?您需要插头转换器吗?The quality of daily line up package 每日包裹质量Built relationship and trust level build up with guest and local booking maker 与客人及订房人建立良好的合作，互相信任关系。Show the warm welcome from us展
43、示出我们热情以示欢迎。TASK NO : 03PRE ARRIVAL CALL PAGE 为预抵客人做电话准备(2/5)DEPARTMENT: Front OfficeAPPROVED BY/ TITLE/ DATE: Keith Tomkies / Director of RoomsTASK BREAKDOWNSTANDARD PROCEDUREWHYCall to booking maker/Secretary给订房人/秘书打电话Thank you very much for your time. I certainly look forward to seeing you on 01.0
44、8.04 and I wish I could personally take care of your stay. Good bye非常感谢占用您的时间，我衷心期望着您于01.08.04的到来，我希望可以亲自照料您的在店行程。再见。To booking maker/Secretary给订房人/秘书Nin hao:- My Name is Lily working as Guest Relations Officer at Regent. We have the privilege that Mr. XX will be staying with us from 01.09.05 to 06.09.05, in order to create our renowned personal service and Anticipate our customer needs, I need your assistance to be advised: (or would you prefer me t
