精品无锡酒店前台员工培训资料英文版

FD
宾客期望
Guest expectation
工作职责 What to do?
工作标准
Standard of Performance
提醒离店时间和延时离店的附加费用
To be advised of the check-out time and any additional charges for late check-out
• 打印预计退房报表
Print report for “Rooms Still To Depart”
• 标注出延时离店房间
Highlight the late check-outs
• 必须致电这些房间，如“下午好，X 先生/女士，请问您的离店时间。

”
Any other room must be called, e.g. “good afternoon Mr/s X, could I have your departure time”
• 一旦客人要求延时离店 In case of late check-outs - 检查此房间是否已有预订
Check the availability - 解释延时离店的收费
Explain the charges will occur for the late check-out
- 致电即将离店者
Call due outs - 至16:00不收费
Until 16:00 no charge - 至18:00收半天房费
Until 18:00 half day - 20:00以后收全额房费
After 20:00 full day
部门/区域：
DEPARTMENT/ AREA: FD 接待处 FD RECEPTION 服务内容/工作职责：SERVICE/ TASK: FD-SOP-039 将退房间/延时退房
FD-SOP-039 DUE OUT/ LATE CHECK OUT
标准：
STANDARD:
确保所有宾客清楚酒店退房时间，并告知宾客延时退房的收费标准 To ensure that all the guests are aware of hotel’s check out time and to inform the guest about the late check out charge.
宾客期望Guest expectation
工作职责
What to do?
工作标准
Standard of Performance
更新系统
Update the systems
•在入住高峰时期，不能延时离店
During high occupancy no late check out
•一旦延时离店
Once late check out offered
-在系统中输入延时到几点几分
Place the time in the system
-延时离店费用必须立即记入宾客账户
Agreed late check-out must be posted
immediately to guest account
•通知客房部，等宾客离店后再清理房间
Inform housekeeping so that room will be
serviced after the guest’s check-out
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