國際酒店前臺賓客離店培訓手冊

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頁數(shù):39頁

時間:2018-04-17

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1、RoomsDivision–FrontOfficeGuestAccountAdministrationaFrontOfficeAmbassadorGuestDepartureGalaxyObjectiveInthistrainingmodule,youwilllearn:?IntroductiontotheDepartureProcess?Applingallchargestoguestaccountswiththeirapprovalwhenapplicable.(LateCheckout,EarlyDepartureFee,Re

2、freshmentCenter)?CheckoutwithCreditCard?CheckoutwithDirectBilling?CheckoutwithCash/Check?PostingaPaidOut?VideoCheckoutOption?ExpressCheckoutoption?VoiceMail/AudioCheckoutOption?HandlingRatesDisputesandCharges?UpdatingGuestHistory/Profile/RemarksafterDeparture.?Overview

3、ofServiceExpressduringtheDepartureProcess?CommunicationwithHousekeeping?LatechangesBillingandProcedures.?WestinQualityAssuranceShoppingListPerformanceExpectationTobesignedoffonthistrainingmodule,youwill,frommemory,demonstrateknowledgeoftheitemsnotedabovetoyourtrainer.T

4、imingThesecondweekoftrainingWhyINeedtoKnowThisSimilartocheck-inspeed,checkoutspeedalsoisakeydriverforguestsatisfaction.Frequenttraveler’svaluebeingabletocheckoutofahotelquicklyandefficiently.Friendlinessisalsoimportantduringcheckout.Whetheraguestchecksoutinpersonorover

5、thetelephone,he/sheshouldbegreetedinafriendlymannersotheguesthasapositiveimpressionofthehotelandwillwanttoreturn.Checkoutisthetimetomakeagreatlastimpressionofthehotelfortheguest.39_________________________________________________________________________________________

6、_NewHireTraining&Certification,January2002EditionCopyrighted,confidentialandproprietaryinformationofStarwoodHotels&ResortsWorldwide,Inc.RoomsDivision–FrontOfficeGuestAccountAdministrationaFrontOfficeAmbassadorGuestDepartureGalaxyINTRODUCTIONFDDEP1-1/1/02Attheendofthegu

7、est’sstayinthehotel,he/sheusuallywillstopattheFrontDesktocheckout.Duringthisprocess,theguestwillsettlehis/heraccount,whichwillreleasetheguestroom.Earlyinthemorning,theNightAuditShiftwillprintcopiesofallfoliosforguestswhoareduetocheckoutofthehotelthatday.TheovernightSer

8、viceExpressAmbassadorwillslidefoliosundereachdoorat2AMStandardAmbassadorestablishesimmediatepositiveeyecontactAmbassa

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