Welcome Experience Trainee迎宾体验实习生(实习)

Guest Service对客服务
• Welcome and acknowledge each and every guest with a smile, eye contact, and a friendly verbal greeting, using the guest's name when possible.
认知和欢迎每一位客人，微笑，目光接触，用客人的名字友好的问候。
• Address guests' service needs in a professional, positive, and timely manner.
积极，专业，及时地处理客人的服务需求。
• Engage guests in conversation regarding their stay, property services, and area attractions/offerings.
通过和客人沟通住宿、服务的体验来和客人进行情感投入。
• Assist other talents to ensure proper coverage and prompt guest service.
协助英才保证覆盖所有的对客服务需求。
• Anticipate guests' service needs, including asking questions of guests to better understand their needs and watching/listening to guest preferences and acting on them whenever possible.
预见客人的需求，包括聆听、观察客人、询问客人，并且及时地满足客人的需求。
• Meet with supervisor to review daily assignments and priorities.
和主管回顾每日的工作以及主次顺序。
• Access all function of computer system according to established procedures and standards.
根据政策和标准，使用电脑系统的全部功能。
• Set up workstation with necessary supplies; maintain cleanliness throughout shift.
保证工作台有充足的用品，工作期间保持清洁。
• Process all guest check-ins according to established hotel requirements:
根据酒店标准为客人办理入住。
a) Confirm reservation in system and review all noted information.
确认预定和相关信息。
b) For guests without a reservation, sell a room type agreed upon.
对于无预定散客，根据程序卖房。
c) Register guest in computer and generate a registration card.
填写入住登记单，在电脑中登记客人信息。
d) Verify registration card information with guest.
与客人核对入住登记单的信息。
e) Obtain back-up information for guest credit/payment method and input into system; collect cash when designated.
获得客人信用卡、付费方式的信息，输入电脑，如有需要收取现金。
f) Assign room according to guest request and preferences whenever possible.
尽可能根据客人的喜好，为客人排房。
g) Advice guest of any messages, mail, faxes, etc. received for them.
如果收到客人的相关信息，邮件，传真，及时告知客人。
h) Inform guest of room safe and mini-bar key and room key procedures.
告知客人如何使用房内保险箱，小冰箱和房卡。
i) Communicate services and amenities included in packages to guests on packages.
和客人沟通套餐中所含的服务和福利。
j) Obtain ID, PSB and attach copy to registration card.
获得客人的身份证件，上传至公安系统，将复印件附于登记卡后。
k) Obtain guest signature for designated paperwork.
在所需要的文件上获得客人的签名。
• Process all checkouts according to established hotel requirements.
根据酒店标准办理退房：
l) Resolve any late charges.
处理相关的实时收费。
m) Present folio to guest and resolve any disputed charges.
将账单呈现给客人，处理任何有疑问的收费。
n) Settle guest accounts following Accounting procedures.
根据财务流程，为客人结账。
o) Retrieve guest room key from guest.
收回客人的房卡。
p) Asking guest comments on their stay.
询问客人的住宿体验。
• Process express checkouts throughout the shift.
为客人提供快速退房服务。
• Handle requests for late checkouts according to established hotel procedures.
根据酒店程序，处理延迟退房的要求。
• Maintain complete knowledge at all times of:
完全了解酒店的所有知识：
q) All hotel features/services, hours of operation.
酒店的设施设备、服务、运营时间。
r) All room types, numbers, layout, decor, appointments and location.
房型，数量，布局，装饰，所在位置。
s) All room rates, special packages and promotions.
房费，特殊的套餐和推广活动。
t) Daily room availability status and expected arrivals/departures.
每日可用房，到、离店数。
u) Scheduled daily group activities.
每天的团队活动行程。
• Receive, record, and relay messages accurately, completely, and legibly.
准确的，完整地，合法的接收，记录，转达信息。
• Follow up with guests to ensure their requests or problems have been met to their satisfaction.
和客人确认他们的要求和问题得到解决，并且满意。
• Thank guests with genuine appreciation and provide a fond farewell.
真诚的感谢客人，道别。