无锡酒店前台员工培训资料(英文版)4(00032)
酒店前台英语培训课件
订房入住当天的保留时间
对宾客预定变更、取消变更的协议
Reservations, Aggreements and Cancellations
LOGO
Reservation 预定
• 2、客房基本种类
单人间 Single Room 标准间 Standard Room 双人间 Twin Room 大床房 King-size room Queen Room Double Room 三人间 Triple Room 无烟房 No Smoking Room
LOGO
情景对话
M：Mary 玛丽 G：Guest 旅客
M: Good morning. Dongming International Hotel. May I help you? (您好，东明国际大酒店，有什么 可以为您效劳？) G: Yes, I'd like to reserve a room from the evening of March 3rd to the morning of 6th.（我想预定 房间，从3月3号晚上到6号早上。） M: So that's 3nights. And which kind of room would you prefer? （那就是3天，请问您想订哪种房 间？） G: A twin,please.（请给我一个双床间。） M: Could you hold the line,please?……Thank you for waiting, Sir. We have a twin at 239RMB per night. Is that alright?（请别挂断好吗？……让您久等了先生。我们有空余的双床间，价格是每晚239 元，这个可以吗?） G: That's OK.（可以） M: May I have your name and phone number?（可以告诉我您的姓名和电话吗？） G: Sure.My name is King W. Smith, at 3427-6798.（没问题。我叫金.W.史密斯，电话是3427-6798） M: 3427-6798, thank you. I'd like to confirm your reservation: a twin for Mr.King W.Smith, from March 3rd evening to 6th morning,3 nights. Is that right?（3427-6798，谢谢。我想确认一下您的 预定：金.W.史密斯，一个双床间，从3月3号晚上到6号早上，一共3天，对吗？） G: Yes.（对） M: We look forward to serving you then. Goodbye, Mr. Smith.（那么我们恭候您的光临，再见，史 密斯先生。）
无锡某酒店前台员工培训资料(英文版)(00008)
FD前台FRONT DESK部门/区域：DEPARTMENT/ AREA: FD 接待处 FD RECEPTION服务内容/工作职责：SERVICE/ TASK: FD-SOP-006 在电脑系统中搜寻干净房 FD-SOP-006 FINDING A CLEAN ROOM IN FIDELIO 规范：STANDARD:宾客期望Guest expectation工作职责What todo?工作规范Standard of Performance符合宾客需求的干净房间A clean room in accordance with the guest requirements.在Fidelio 系统中搜寻干净房Look for a clean room in Fidelio• 输入用户名和密码Enter your user name or password• 按”F3”键打开此屏幕Press “F3” key to bring up this screen•目前默认日期可根据需要修改The current default date can be changed as per your requirement • 输入入住天数Enter the number of nights• 输入房型Enter the room type• 输入房态为 “CL” 输入“N”显示已退干净房 Enter status as “CL” Enter “N” to display only rooms already checked out.• 将显示符合输入规范的所有可用房间All the available rooms corresponding to the criteria’s entered will appear。
无锡某酒店前台员工培训资料(英文版)4(00005)
前台FRONT DESK宾客期望Guest expectation工作职责What to do?工作规范Standard of Performance员工仪表仪容整洁得体Well groomed and presentable staff快速完成登记Approached in a prompt manner告之所需细节信息Informed about the details needed 让宾客填写登记卡Give the guest hisregistration card to fill in检查确认宾客填写时姓在前，名在后Check that the guest fillsup his family name firstthen his first name确保所有详细信息正确无误Make sure all details arecorrectly put当宾客进入酒店登记入住时，接待处应：When the guest comes to check in, the reception:1. 让宾客填写登记卡Gives him the registration card to fill2. 确保其姓在前Makes sure that his family name is put first3. 家庭住址Home address4. 宾客来自的城市或国家City or country where guest is coming from5. 邮编Postal code6. 电话和传真号Telephone and fax number7. 宾客职业Profession of the guest8. 公司名称Company work name9. 旅行目的（商务或旅游）Purpose of visit (business or tourism)10. 下一个目的地Next destination11. 支付方式，比如用现金或信用卡Payment methods such as cash or creditcard12. 抵店、离店日期及抵店时间Arrival anddeparture date as well time ofarrival13. 房型，房号Room type, number of rooms,14. 国籍，居住国Nationality and country of residence15. 出生日期，护照号Date of birth and passport number部门/区域：DEPARTMENT/AREA: FD 接待处FD RECEPTION服务内容/工作职责：SERVICE/ TASK: FD-SOP-015 登记卡登记过程及内容REGISTRATION PROCEDURES规范：STANDARD:确保客人填写完整登记卡To make sure that the guest fills the registration card as per the hotel standards.16. 护照发放日期，到期日期Passport issue date and expiry date17. 电子信箱地址或特殊要求Email address or special request18. 请宾客在登记卡上签字Get the guest to sign the registration card 19. 复印护照并附在登记卡上以备将来所需Make a copy of his passport and attached it with the registration card for future back up 20. 如果客人要求酒店不要和他联系，需要客人签署请勿联系表Make sure that the guest signs the nocontact form if he does not want to becontacted by the hotel21. 登记卡存档File the registration card。
无锡酒店前台员工培训资料(英文版)4(00024)
前厅部 FRONT OFFICE部门/区域：DEPARTMENT/ AREA: FD 接待处FD RECEPTION服务内容/工作职责：SERVICE/ TASK: FD-SOP-035 在前台办理结帐退房FD-SOP-035CHECK OUT AT THE RECEPTION DESK规范：STANDARD: 离店手续必须保证效率，不能有四个以上宾客在排队等待Departure completion should be efficient with individual queues not to exceed 4 guests.宾客期望Guest expectation工作职责What to do?工作规范Standard of Performance账目准确Account to be accurate受到贵宾般的礼遇To be treated as a valuable customer没有被催促的感觉Not to be rushed结账迅速To be able to settle the account in a speedy manner 宾客走近接待处时认出宾客Acknowledgethe guest assoon as heapproachesthe reception微笑并用眼神交流Smileand make eyecontact以姓名称呼宾客Use theguest’s name递交账单Present thebill与宾客核实Check withthe guest•询问宾客姓名并在电脑系统内核对以确认房号Ask the guest’s name and confirm the room number once in Fidelio.•在对话中至少两次用宾客的姓名。
“X先生，早上/下午/晚上好，可以问您做些什么吗？”Use the guests name at least twice duringconversation. “Good Morning/ afternoon/ evening Mr X How may I helpyou?”•如果正在接待另一宾客，向其问候，并说“先生，稍后我将为您服务”If you are dealing with another guest, acknowledge guest presence andsay “I will be with you shortly, sir”•检查账单是否包含不该有的工程Check if the bill does not contain any unwanted items.•打印并递交账单给宾客，请其核查Print and present the bill, facing the guest and ask him /her to pleasecheck it•做好解释任何费用的准备Be prepared to explain any charges.•宾客核查账目时While the guest checking his account-核对支付方式Verify the method of payment-检查行李是否已经下来Check if his luggage is down-致电客房部，询问小酒吧事宜Take permission to call Housekeeping for the mini bar-询问宾客入住期间满意度Check for customer satisfaction during his/her stay-询问宾客有否已预订车辆Check if the guest has booked for transportation.-提醒宾客保险箱是否使用过，并提醒护照和车票Check with the guest, if his safe is left open and remind him abouthis passport and ticket.-立即解决宾客有争议的费用，保证宾客满意度Handle immediately all customer-disputed charges, so guestsatisfaction can be assured.-准备给客人最终的账单Prepare and offer back up bills for the guest and include them withthe final folio.-询问支付方式“X先生，您是用信用卡还是现金结账”Check themethod of payment with the guest, “How will you be settling yourbill Mr. X, by credit card or cash?”-检查是否有未发的留言和邮件。
无锡某酒店前台员工培训资料(英文版)(00002)
前台 FRONT DESK部门/区域：DEPARTMENT/AREA:FD 接待处RECEPTION服务内容/工作职责：SERVICE/TASK: FD-SOP-001 个人仪容仪表及卫生Personal Grooming andHygiene规范：STANDARD:展现酒店专业的形象To portray a professional image of the company宾客期望Customer expectation工作职责What to do?工作规范Standard of Performance员工仪容仪表整洁得体Personnel are well groomed 制服干净得体Neat andproperuniform头发修剪整齐Well-trimmedhair鞋子干净光亮（男士）(MALE)制服： Uniforms:•制服只能在酒店内穿戴No items of the uniform should beworn outside the hotel premisesexcept on the way from the hotel tothe staff locker•每天换洗制服 Uniforms are changeddaily•熨烫好制服 Uniforms are well pressed•制服上无污迹或裂缝 No stains ortears on uniforms个人卫生：Personal hygiene:•每日洗澡 Bathe/shower daily•请使用口气清新剂特别是吸烟的员工Use breath fresheners especially ifyou smoke•经常使用除臭剂 Use deodorantsfrequently头发：Hair:•随时保持干净、梳理整齐 Must beclean and well-kept at all times•避免过于怪异的发型，比如非正常发色Avoid extreme hair styling such asunnatural hair coloring•必须剪短至耳脖以上Must be short and cut above earsand neck on regular basis剃须：Shaving:•每日上班前剃干净胡须 Shave dailybefore coming to work•不能蓄胡子 Beards and goatees arenot allowed•胡髭必须保持干净且在嘴唇以上Moustache must be kept neat andtrimmed over the lip指甲：Fingernails must be:•干净、短且修理美观 Clean, Short andWell-trimmed鞋：Shoes:•必须是黑色，简单样式的商务皮鞋Must be plain black, classic businessstyle leather•必须随时保持干净光亮 Must be keptclean and polished at all times名牌：Badges:•必须随时在左胸佩戴名牌The name badge must be worn at alltimes on the left-hand side袜子：Socks:•必须是纯黑或深色 Must be plain blackor dark colored宾客期望Customer expectation 工作职责Whattodo?工作规范Standard of Performance眼镜：Glasses:•如果需要眼镜，必须式样大小合适Glasses if required must be of moderate design and size•颜色自然 They must be of natural color不能佩戴首饰: No jewellery:耳环：Earrings:•不能佩戴耳环 Earrings are NOT permitted•不能佩戴鼻环 Nose rings studs are NOTpermitted•不能佩戴鼻钉 Nose studs are NOT permitted戒指：Rings:•可以佩戴一枚普通的戒指和婚戒One ring of discreet design and a wedding ringif applicable纹身：Tattoos:•绝对不能出现must never be seen（女士）(FEMALE)个人卫生：Personal hygiene:•每日洗澡Bathe/shower daily•使用口气清新剂特别是吸烟的员工 Use breath fresheners especially if you smoke•经常使用除臭剂 Use deodorants frequently头发：Hair:•随时保持干净、梳理整齐 Must be clean andwell-kept at all times•避免过于另类的发型，比如非正常发色Avoidextreme hair styling such as unnatural haircoloring and bleaching•必须扎好，以免有碎发挂在脸上 Should beneatly tied away from the face•长及肩或以下的头发必须随时扎好（盘发）Hair shoulder-length and below has to be tiedback at all times•只能佩戴使头发整齐的发饰Hair accessories are only permitted when theyenhance a neat appearance•发饰必须与制服颜色相称 Hair accessoriesmust compliment the uniform color.指甲：Fingernails:•长度事宜，修剪整齐Keep them at a moderate length and neatly manicured•只允许淡色指甲油 Only light nail color isallowed鞋：Shoes:•必须是黑色，传统式样Shoes must be black, classic style leather 名牌：Badges:宾客期望Customer expectation 工作职责Whatto do?工作规范Standard of Performance首饰：Jewellery:•戒指：中指或食指佩戴Rings: One on eachhand (two if married), either on middle or ringfinger•项链：允许佩戴一根细而薄的项链Chains: One small thin necklace chain isallowed.•手表：Watch:- 款式规范 Should be of a standard nature- 不能颜色鲜艳或荧光 NO brightly colored or fluorescent watches permitted- 表带不能粗大 NO chunky straps allowed•耳饰：Earrings:- 可以佩戴无吊坠式耳饰One pair of non-dangling earrings isacceptable- 直径不超过1cmThese should not be longer than 1cm indiameter- 不允许佩戴鼻环、鼻钉Nose rings and nose stud are NOT allowed 仪表仪容：Makeup:随时保持制服得体Should always be worn to complimentuniform只能化淡妆Only light makeup to be applied不用味道过浓的香水Do not use excessiveperfume•纹身： Tattoos:绝对不能出现 Mmust NEVER be seen。
无锡某酒店前台员工培训资料(英文版)(43个)3
接待处部门/区域： :028 入账服务内容/工作职责： :确认前台所有入账准确无误标准：:宾客期望工作职责?工作标准所有账目准确无误确保入住时从宾客处拿到信用卡进行授权或现金押金a . •入账前确认款额•与客人再次确认收到的金额 .•及时入账.•进入系统客人帐户•输入密码•仅用三号键付款3•输入宾客房号•输入M打开菜单M•在菜单下选择•选择要求的费用•打印副本•输入金额.•按键以确认费用已经输入••打印副本以供参考或财务需要宾客期望工作职责?工作标准有付款方式选择权旅行支票’s外汇输入金额信用卡•如果收到旅行支票，确保宾客在你面前签字’s , .•进入收银员菜单的外汇项，输入密码，选择相应外币,•输入金额并按取得收据.•确保宾客在收据上签字并把其中一联交给宾客a .•保存宾客签字的原始单据，以供财务核查需要, .•信用卡结账使用机.•如果入住时未刷预授权，则直接从机上刷消费a , , .•按确认金额，然后按打印收据。
把收据给宾客.•如果收到外币，应向宾客解释，如果要退回钱款，将以当地货币而非外币形式退回, .•如果押金是外币，进行外币兑换并将其中一联给宾客，有宾客签字的原始收据留做财务核查需要, a .•没有入账的外币不应存在现金抽屉里.•不要接受任何事先签好的旅行支票’s .•退房时不能使用个人支票，除非公司持有支票且得到值班经理或财务部经理同意许可。
a .•宾客签完字后打印，并把帐单和发票给宾客a .•保存帐单副本和发票以供核查.宾客期望工作职责?工作标准所有收费准确无误每一笔帐目应对应一张杂项收费单a宾客争议•确保所有账目都及时挂入房帐。
a•每一个帐目对应一个代码.•每一个帐目必须对应一个杂项单号记录在系统中a•在备注栏内输入简单描述，如记影印费“10 张”a ,. a “10 ”•当宾客争议时-核实争议是否正确-如果属实，扣减费用,-如果帐目正确，消除差异,•及时向主管汇报•详细解释扣减凭证•请主管签字.。
无锡某酒店前台员工培训资料(英文版)4(00004)
部门/区域：DEPARTMENT/ AREA:FD 接待处FD RECEPTION服务内容/工作职责：SERVICE/ TASK: FD-SOP-14 预登记的客人REGISTERING GUESTS规范：STANDARD: 确保早到和预登记的客人有干净房，保证性预定的宾客未抵店需要与宾客确认酒店需收取房费。
There is a clean inspected room available for early arrivalsand pre-registered no shows are identified and charged.宾客期望Guest expectation工作职责What to do?工作规范Standard of Performance有房间可供出租To have the room ready upon arrival房间情况与登记时相符兵/或符合其个人需求To be given an accommodation consistent with the registration and/or that meets personal requirements进入房间简单化To access room easily 为抵店者做好准备Prepare for the arrival•客人资料信息应输入在客史档案内Guest profile will be input into the specialsfield•作预登记的客人应在其姓氏后面作标志Pre-request will be typed after guests’ surname.•预登记的客人必须在系统内C/I并做好钥匙Pre-registered guests must be checked-in andkeys cut.•给前台留提示告之此客人已预登记入住Trace for Reception indicating room is pre-registered高效而亲切的服务Efficient and friendly service 为早到客人准备登记Prepare registrationfor early arrival•确保房间处于待售状态，提前一天将预登记客人房间锁住Make sure the room is ready, block roomprevious day for pre registration•与早班接待员确认Check with morning Receptionist•宾客抵店时将预登记删除If the guest arrives, delete the pre-registration•确保抵店宾客在登记卡上签字Make sure registration card is signed by theguest upon arrival•到中午时宾客仍然未到，必须予以退房。
无锡某酒店前台员工培训资料(英文版)(43个)46
个人收集整理，勿做商业用途
前台
宾客期望工作职责
?
工作标准
账目准确
能直接用信用卡付费详细解释退房程序打印宾客账单∙在宾客退房前一天，把帐单和可以快速退房单
送至宾客房间
, a , a .
∙如果宾客想使用快速退房，应填写快速退房单
并签名，然后交至前台
, .
邮寄账单复印件和收据 . 所有费用正确并准确记
入信用卡
.
∙费用将从客人信用卡上收取
’s
∙当天列有所有相关消费的清单和凭证（包括账
单，发票，信用卡单等）应寄至宾客写在快速
退房单上的指定地址
A , .
∙以上工作应在离店后两个工作日内完成
2 .
∙有任何疑问，应特别注意
.
部门/区域：
:
接待处
服务内容/工作职责： : 036 快速退房036
标准：:
使退房快捷而轻松，没有延误 a , a .。
无锡某酒店前台员工培训资料(英文版)(43个)44
个人收集整理，勿做商业用途前台
部门/区域： :
接待处
服务内容/工作职责： : 034 外币兑换034
标准：
:
确保外币准确兑换
宾客期望工作职责
?
工作标准
快捷而高效的服务处理外币时小心谨慎
.
. 确保是为住店客和酒店其他营业场点消费使用•如果不是，不能兑换
,
•打印三份副本
-一份给宾客
’s
-另一份由宾客签字，由前台交财务
a .
-
第三份给中国银行
•确保兑换给宾客的金额数目正确
确保旅行支票在柜台当面签字•兑换旅行支票时
.
-宾客必须当面在旅行支票上签名
-事先签好的支票不能兑换
.
•在支票背面，附上宾客详细信息： , :
-房号
-护照号
-宾客的姓。
无锡某酒店前台员工培训资料(英文版)(43个)2
:
工作标准
宾客期望工作职责
?
宾客抵店时收到正确房卡∙拿出一张房卡
a
∙放卡方法如下：
:
1. 磁条在下方
2. 磁条朝你
∙自右向左刷卡
‘’
∙立即自左向右再刷一次卡去检查是否已读磁
条（看显示）
‘’ ( )
∙重复直至输入的房号
‘’
∙每次制卡，显示的房卡的总数将会减少直至
所有房卡都制完。
如果听到声音，表示房卡
没有输入信息，且已制房卡数目保持不变
a . a ‘’ .
∙重复直至所有房卡被输入信息
‘’.
∙询问宾客姓名
∙在酒管系统中输入宾客姓名并取得房号
’s
∙询问宾客以确认房号
∙键入房号
∙按向下键
(↓)
∙确认剩余入住天数，直至退房结账
∙键入入住天数，并多加1天，若客人要延迟结账，这样不用再重新作房卡（如果该宾客入住5
天，房卡上记成6天）
1 ( 5 ). 6 .
∙按向下键
(↓)
∙确认制房卡数目
∙按键
‘’
∙键入宾客姓名。
如果输入姓名多于一个，按此方法输入：姓名姓名B
’s . : A / B
∙制卡总是为客人多做一天的时间
( ). 1 ’s
∙可能会出现以下信息“系统忙，请稍侯”。
再按键
‘’ . ”. ‘’ .。
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前台接待处FRONT DESK – RECEPTION
Topic
FD-SOP-001 Personal grooming and hygiene
FD-SOP-002 Preparing a staff roster
FD-SOP-003 Social skills
FD-SOP-004 Preparing for and taking over a shift
FD-SOP-005 Conducting briefings
FD-SOP-006 Finding a clean room in fidelio
FD-SOP-007 Preparing welcome packs and key cards FD-SOP-008 Preparing for individual arrivals
FD-SOP-009 Preparing for group arrivals
FD-SOP-010 Using the trace report
FD-SOP-011 Procedure for cutting key cards
FD-SOP-012 Closure of shift
FD-SOP-013 Inserting a trace for a guest not arrived FD-SOP-014 Registering guests
FD-SOP-015 Registration Procedure
FD-SOP-016 Welcoming a guest / Entering the hotel FD-SOP-017 Check in at the desk
FD-SOP-018 Group check in
FD-SOP-019 Check in – room type not available
FD-SOP-020 Method of payment at check in
FD-SOP-021 Billing instructions during check in
前台接待处FRONT DESK – RECEPTION
Topic
FD-SOP-022 Check in fidelio
FD-SOP-023 Routing instructions in fidelio
FD-SOP-024 Wake up call
FD-SOP-025 Entering a message in fidelio (pre format) FD-SOP-026 Checking for guest messages in fidelio FD-SOP-027 Rate change / rate increase
FD-SOP-028 Posting charges during the guest stay FD-SOP-029 Handling multiple accounts
FD-SOP-030 Transferring charges from room to room FD-SOP-031 Corrections and adjustments in fidelio FD-SOP-032 Paid outs
FD-SOP-033 Room change
FD-SOP-034 Foreign currency exchange
FD-SOP-035 Check out at the reception desk
FD-SOP-036 Express check out
FD-SOP-037 Cash policy
FD-SOP-038 Check out cash payments
FD-SOP-039 Due out / late check out
FD-SOP-040 Check out refund
FD-SOP-041 Check out credit card
FD-SOP-042 Check out city ledger。