國際星級(jí)酒店前廳部前臺(tái)接待崗位技能培訓(xùn)標(biāo)準(zhǔn)RM-FO-GS-04-02 Guest Profile Modify 賓客檔案

1、 PAGE 4LOCAL STANDARD OPERATING PROCEDURESLSOP No.:RM FO GS -04-02Effective Date:Division:Front OfficeRevised Date:Section:ReceptionPrepared by : Approved by:SUBJECT:Guest Profile 賓客檔案_OBJECTIVE目的：To be able to find an accurate guest information in the Opera system為了能夠在電腦系統(tǒng)內(nèi)準(zhǔn)確查找到客人信息POLICY政策：A stand

2、ard format must be adhered to when entering profile into the system.在為客人建立檔案時(shí)按照規(guī)定的格式輸入十分必要。PROCEDURES 程序： To avoid a backlog and to have the system correct as soon as possible, the guest details must be updated in the system as soon as possible following check-in. If there are other guests waiting a

3、t the desk, the registration cards must be kept in an appropriate place until they can be updated.為保證系統(tǒng)的信息及時(shí)準(zhǔn)確，客人信息在客人入住后必須及時(shí)輸入電腦。如果前臺(tái)同時(shí)有其它客人要入住必須妥善保管登記卡，隨后再輸入電腦。When entering the guests name from the reservation or registration form into the Opera system, ensure that the names are correctly entered

4、.當(dāng)為客人做預(yù)訂或?qū)⒌怯浛ㄝ斎腚娔X時(shí)，必須按照以下規(guī)定的格式輸入電腦。Chinese guest內(nèi)賓客人Typing Chinese Pinyin by Guest Name in Surname and First Name slot. the leading character should be capitalized. The Chinese character name is request also在客人的姓和名的框里輸入客人名字的拼音。注意第一個(gè)字母Foreign guest外賓客人Hong Kong and Taiwan guests spell should follow b

5、y the certificate, Chinese Pinyin only update without other spelling, also need guests Chinese name.香港及臺(tái)灣人必須以香港或客人證件上的拼音輸入，大陸拼音是在沒有其他的拼寫方式的情況下最后采用的。也必須輸入中文名Japanese name should be update after the English name for Japanese guest 日本人英語名后要輸入中文名Check so the departure date given by the guest matches tha

6、t given at the time of reservation.核對(duì)客人的實(shí)際離店日期是否與電腦內(nèi)相符。Adjust the number of guests if this differs from the original reservation. 輸入房間實(shí)際居住人數(shù)。Ensure the guest name is spelt correctly in the system (including the title).客人姓名必須準(zhǔn)確(包括客人的稱呼)。Enter the company name if this is not already on the folio.輸入客人的

7、公司名稱。Type in the correct address as given by the guest. 輸入正確地址。Ensure that Travel Agent numbers are in place (if appropriate) for tracking purposes. Also, ensure that routing instruction is put in correctly.標(biāo)明旅行社憑證號(hào)碼以便跟進(jìn)，同時(shí)輸入分賬指令。Ensure that method of payment has been given and if necessary change t

8、he payment code.保證獲得客人付賬方式， 必要時(shí)修改付賬代碼。For credit cards, type in the number of the card and the expiry date信用卡要輸入號(hào)碼和有效期。For vouchers, ensure details on the voucher correspond with reservation details. The voucher number must be in the hotel remarks field. Ensure the folios are set up correctly for vo

9、uchers covering accommodation only or accommodation and breakfast etc. 客人所持的旅行社憑證要和預(yù)訂一致。并將旅行社憑證號(hào)碼輸入電腦。 按照旅行社憑證所規(guī)定的方式安排客人賬目，例如旅行社憑證，只付房費(fèi)或旅行社憑證付房費(fèi)和早餐費(fèi)等。For company charges, ensure that the account number has been entered by the Finance Department.對(duì)于公司付賬的客人， 保證事先獲得財(cái)務(wù)部批準(zhǔn)。Enter the appropriate code for t

10、he newspaper that has been requested, if applicable.如條件允許， 將客人喜好的報(bào)紙代碼輸入電腦。Edit the special codes if necessary. 如有必要， 修改客人喜好和特殊要求代碼。The GSA must initial the registration card to indicate that updating in the system has been done.輸入結(jié)束后賓客服務(wù)員要在登記卡上簽名。保證登記卡的信息在電腦內(nèi)已更新。It is important that all information

11、is entered and is correct, since the Guest Profile, containing the Guest History, will be automatically updated from the guest folio.保證信息的輸入和準(zhǔn)確十分重要。因?yàn)榭腿藱n案包含客人的客史記錄。電腦會(huì)自動(dòng)根據(jù)客人檔案更新賬單內(nèi)容。Any special requests, complaints, disputes etc. must be recorded in “Remarks” in the Guest Profile, for future reference.客人的特殊要求，投訴，賬目爭議等必須輸入客人檔案，以便為今后工作做參考。Can not creative a new guest profile when Opera system already has been set up by another associate.不能對(duì)已有客史的客人建立新的檔案。Its everyones res