國際星級酒店前廳部前臺接待崗位技能培訓(xùn)標(biāo)準(zhǔn)RM-FO-GS-22-02 MICE Group會議團(tuán)接待

1、 PAGE 4LOCAL STANDARD OPERATING PROCEDURESLSOP No.:RM FO-GS-22-02Effective Date:Division:Front OfficeRevised Date:Section:ReceptionPrepared by : Approved by:SUBJECT:MICE Group 會議團(tuán)接待_OBJECTIVE目的：Make sure the MICE group C/I,C/O smoothly.確保會議團(tuán)入住,退房順利進(jìn)行POLICY政策：MICE group must be handled with utmost pr

2、ofessionalism and tact, keep communication with related department, share information in time會議團(tuán)的接待需專業(yè)合理對待,和各個(gè)相關(guān)部門保持聯(lián)系,隨時(shí)分享相關(guān)信息。PROCEDURES 程序： 1.Preview group profile 預(yù)覽團(tuán)隊(duì)主單Check group profile with Opera system to ensure all the information are matched. 確保團(tuán)隊(duì)主單信息與Opera系統(tǒng)中吻合。 *Group name, Block code,

3、Master bill, Billing instruction, Date. Room type, Room rate, Total No. of rooms. 團(tuán)隊(duì)名稱，團(tuán)隊(duì)代碼，主帳號，賬目說明，日期,房型，房價(jià)，總房數(shù)。 *Organizer name & Contact no. Billing signature authorizer, Resort coordinator name & Contact no. 團(tuán)隊(duì)聯(lián)系人姓名及聯(lián)系方式，有效簽單人，酒店團(tuán)隊(duì)協(xié)調(diào)員姓名及聯(lián)系方式。Ensure VIP guests information has been correct update

4、d in Opera system, including: VIP Level, VIP Title, Arrival & Departure Date/Time, Transportation arrangement. 確保貴賓信息已準(zhǔn)確輸入Opera系統(tǒng)，包括：貴賓級別，貴賓頭銜，預(yù)到和預(yù)退日期/時(shí)間，接送機(jī)安排。Post group profile on Information Board. 將團(tuán)隊(duì)主單及最新信息張貼在信息板。2. Rundown Meeting 團(tuán)隊(duì)溝通會Review group profile, highlighted those unclear points by

5、the GSA who in charge of the group. 負(fù)責(zé)接待團(tuán)隊(duì)的前臺員工再次回顧團(tuán)隊(duì)主單，并標(biāo)示出仍不清楚的重點(diǎn)。 *Highlight guest special request, double check whether we could offer it or not. 標(biāo)示出客人特殊要求，并再次確認(rèn)我們是否能夠滿足其要求*Confirm with organizer on how to handle cancellation, no show, early departure, extra booking, late check-out arrangement.

6、與團(tuán)隊(duì)會務(wù)者確認(rèn)怎樣操作預(yù)定取消，未到店，提前離店，增加預(yù)定以及延遲退房*If transportation is arranged by outside vendor, the vendors is required to inform us in advance, when the bus depart the airport with how many guest to ensure we could get rooms ready. 如接機(jī)服務(wù)非酒店安排，需要求接機(jī)人員在班車離開機(jī)場時(shí)提告知前我們預(yù)到人數(shù),以便酒店提前準(zhǔn)備房間*Group lounge arrangement. 團(tuán)隊(duì)接

7、待區(qū)的安排*Verify who will in charge guest accommodation from organizer side. 確認(rèn)會務(wù)方負(fù)責(zé)客人接待的人員*Take notes from organizers request & discuss. 記錄會務(wù)者的要求并協(xié)商*Pass the information to all front office section. 傳遞會議信息給前廳所有分部門3. Arrival Preparation 團(tuán)隊(duì)預(yù)到準(zhǔn)備* Check group rooming list with Opera system to ensure all gu

8、est reservations have keyed in the system with correct information. 核對團(tuán)隊(duì)客人名單是否與Opera中信息符合* Pre-block rooms as much as possible, first priorities for those special request reservation. 提前預(yù)分房間，對于有特殊要求的預(yù)定需優(yōu)先安排* Prepare group kit, group check-in envelop with information as follow: Guest name, arrival &

9、departure date, arrival time, room type. 準(zhǔn)備團(tuán)隊(duì)信息夾，團(tuán)隊(duì)入住鑰匙袋并注明以下信息：客人姓名，入住日期，退房日期，預(yù)到時(shí)間，房間類型。* Inform IT & Engineering in advance for pre-set up group lounge. 通知電腦房，工程部提前檢查團(tuán)隊(duì)接待區(qū)域設(shè)施設(shè)備，以確保所有設(shè)施設(shè)備能夠正常運(yùn)轉(zhuǎn)* Full-set Stationary preparation. 所需文具充分準(zhǔn)備Check-In Procedure團(tuán)隊(duì)入住程序* Group coordinator is required to assi

10、st on group room assignment according to group arrival time. 團(tuán)隊(duì)協(xié)調(diào)員需根據(jù)團(tuán)隊(duì)抵店時(shí)間排房或調(diào)整房號* Coordinate with housekeeping to trace the room status according to rooming list arrival time. 根據(jù)預(yù)到時(shí)間與客房部溝通隨時(shí)更新房間狀態(tài)* If the room key will be distributed by organizer, issue the key to organizer in advance, confirm and

11、 register each room No. and got the organizers signature 如房間是由會務(wù)組分發(fā)給客人，提前把房卡提供給會務(wù)組，同時(shí)候登記所給房號，總房數(shù)，房型，要求會務(wù)組簽字確認(rèn)。* If the key will be distributed by Reception, F/U the FIT C/I procedure. 如房卡是由酒店接待人員發(fā)放，則遵從散客辦理入住程序。* Guest check-in sequence need to be control and coordinate with organizer, check-in must

12、follow one by one check-in. 客人辦理入住時(shí)，需得到會務(wù)負(fù)責(zé)人的協(xié)調(diào)，以確?？腿宿k理入住時(shí)的秩序井然* Confirm the late arrival guest with organizer, hand over to night shift GSA & Night Manager careful on handle No Show如有晚到客人與團(tuán)隊(duì)會務(wù)者溝通確認(rèn)，并與夜班前臺員工，夜班經(jīng)理溝通。妥當(dāng)處理未到店房間* Print out group in-house report by room no. and ask organizer to sign. the

13、 report should be file with group kit. 打印團(tuán)隊(duì)住店明細(xì)表，與會務(wù)者簽字確認(rèn)。將已經(jīng)簽字的報(bào)表存放于團(tuán)隊(duì)資料夾內(nèi)* Room rate double check 仔細(xì)檢查房價(jià)* If group have no show reservation, a document need to be file with group kit, confirm with Event on next day. 如有未到預(yù)定，需在夜審前打印出報(bào)表，存檔。于次日與宴會銷售確認(rèn)* Double check group morning call with DTS by daily

14、 basis. 與總機(jī)確認(rèn)團(tuán)隊(duì)每日叫醒服務(wù)以確保叫醒服務(wù)準(zhǔn)時(shí)傳遞5. Daily Check 團(tuán)隊(duì)日常檢查* Ensure daily group in-house print & file with group kit, as well as make sure all room rate is correct 確保打印每日團(tuán)隊(duì)在店明細(xì)報(bào)表，并存檔于團(tuán)夾中，同時(shí)確保每日房價(jià)正確* Master bill check, to ensure daily group master all expense supporting to be found & filed with group kit 總

15、帳檢查，確保每日總帳中每筆消費(fèi)小單存檔于團(tuán)隊(duì)夾中* Ensure update information pass to all Front Office sections 確保及時(shí)將團(tuán)隊(duì)任何更新信息需告知相關(guān)部門* Any room early departure and room add on should conform Event or organizer and make comments on PMS. 有任何提前離店及房間增加需及時(shí)告知宴會統(tǒng)籌或會務(wù)組確認(rèn)，并在系統(tǒng)中詳細(xì)備注。6. Check Out 團(tuán)隊(duì)退房* Ensure guest bill correct printing

16、, guest settle all the bill belong to themselves accordingly. 確?？腿藥未蛴〉臏?zhǔn)確性,客人結(jié)清所有屬于自己的賬單。* Ensure guest and organizer to sign any guest bill which organizer agreed to pay by master and file the bill with group kit 讓客人和會務(wù)者簽字確認(rèn)所有被授權(quán)由主帳支付的客帳，并將此類客帳全部存檔于團(tuán)夾里* Ensure organizer to sign any guest bill which organizer agreed to pay by master and file the bill with group kit 讓團(tuán)隊(duì)會務(wù)者簽字確認(rèn)所有被授權(quán)由主帳支付的客帳，并將此類客帳全部存檔于團(tuán)夾里* Ensure all the master bill supporting is ready before check the master bill 確?？値ぶ懈黝愘M(fèi)用明細(xì)小單齊備* Ensure Organizer sign the master bill and file it, and master checked out once all expense are