國際酒店前臺(tái)賓客離店培訓(xùn)手冊

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時(shí)間:2017-11-12

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1、RoomsDivision–FrontOfficeGuestAccountAdministrationaFrontOfficeAmbassadorGuestDepartureGalaxyObjectiveInthistrainingmodule,youwilllearn:?IntroductiontotheDepartureProcess?Applingallchargestoguestaccountswiththeirapprovalwhenapplicable.(LateCheckout,EarlyDepartureFee,RefreshmentCenter)?Ch

2、eckoutwithCreditCard?CheckoutwithDirectBilling?CheckoutwithCash/Check?PostingaPaidOut?VideoCheckoutOption?ExpressCheckoutoption?VoiceMail/AudioCheckoutOption?HandlingRatesDisputesandCharges?UpdatingGuestHistory/Profile/RemarksafterDeparture.?OverviewofServiceExpressduringtheDepartureProc

3、ess?CommunicationwithHousekeeping?LatechangesBillingandProcedures.?WestinQualityAssuranceShoppingListPerformanceExpectationTobesignedoffonthistrainingmodule,youwill,frommemory,demonstrateknowledgeoftheitemsnotedabovetoyourtrainer.TimingThesecondweekoftrainingWhyINeedtoKnowThisSimilartoch

4、eck-inspeed,checkoutspeedalsoisakeydriverforguestsatisfaction.Frequenttraveler’svaluebeingabletocheckoutofahotelquicklyandefficiently.Friendlinessisalsoimportantduringcheckout.Whetheraguestchecksoutinpersonoroverthetelephone,he/sheshouldbegreetedinafriendlymannersotheguesthasapositiveimp

5、ressionofthehotelandwillwanttoreturn.Checkoutisthetimetomakeagreatlastimpressionofthehotelfortheguest.39__________________________________________________________________________________________NewHireTraining&Certification,January2002EditionCopyrighted,confidentialandproprietaryinformat

6、ionofStarwoodHotels&ResortsWorldwide,Inc.RoomsDivision–FrontOfficeGuestAccountAdministrationaFrontOfficeAmbassadorGuestDepartureGalaxyINTRODUCTIONFDDEP1-1/1/02Attheendoftheguest’sstayinthehotel,he/sheusuallywillstopattheFrontDesktocheckout.Duringthisprocess,theguestwillsettlehis/heraccou

7、nt,whichwillreleasetheguestroom.Earlyinthemorning,theNightAuditShiftwillprintcopiesofallfoliosforguestswhoareduetocheckoutofthehotelthatday.TheovernightServiceExpressAmbassadorwillslidefoliosundereachdoorat2AMStandardAmbassadorestablishesimmediatepositiveeyecontactAmbassa

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