国际酒店前台宾客离店培训手册

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1、RoomsDivision–FrontOfficeGuestAccountAdministrationâFrontOfficeAmbassadorGuestDepartureGalaxyObjectiveInthistrainingmodule,youwilllearn:ØIntroductiontotheDepartureProcessØApplingallchargestoguestaccountswiththeirapprovalwhenapplicable.(LateCheckout,EarlyDepartureFee,Re

2、freshmentCenter)ØCheckoutwithCreditCardØCheckoutwithDirectBillingØCheckoutwithCash/CheckØPostingaPaidOutØVideoCheckoutOptionØExpressCheckoutoptionØVoiceMail/AudioCheckoutOptionØHandlingRatesDisputesandChargesØUpdatingGuestHistory/Profile/RemarksafterDeparture.ØOverview

3、ofServiceExpressduringtheDepartureProcessØCommunicationwithHousekeepingØLatechangesBillingandProcedures.ØWestinQualityAssuranceShoppingListPerformanceExpectationTobesignedoffonthistrainingmodule,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–FrontOfficeGuestAccountAdministrationâFrontOfficeAmbassadorGuestDepartureGalaxyINTRODUCTIONFDDEP1-1/1/02Attheendofthegu

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

8、viceExpressAmbassadorwillslidefoliosundereachdoorat2AMStandardAmbassadorestablishesimmediatepositiveeyecontactAmbassa