H-Howtocheckinaguestbookedthroughawholesaleagent.docVIP

Task: 工序: How to check in a Guest booked through a wholesale agent 如何为旅行社结算的客人办入住 Job Title: 职位: Guest Services Officer 宾客服务员 Step 1 Welcome the Guest 欢迎客人 Greet the Guest using the appropriate time of day. 准确的问候客人 Smile and act in a friendly manner. 微笑及热情友善的态度 Maintain eye contact Use the Guest’s name if known 尽量称呼客人的名字 Speak slowly clearly 口齿清晰，语速适中 “Good Morning/Good Afternoon/Good Evening, Sir/Madam, May I help you?” ” “早上好，先生/小姐，欢迎光临!” Step 2 第二步 Identify Guest’s reservation 确认客人预订 Check for the Guest’s last name in OPERA 在OPERA系统中按客人的姓氏查找 By checking against the Guest’s passport or ID card. 以客人的护照或身份证件上的信息来查找。See Session Plan: “How to handle a check in whose reservation cannot be found ” 参照培训计划“如何” Wholesale reservations can be identified by the specific rate code or billing line in cashier comments 从特殊的房价代码或是结账备注中确认 “Welcome to Shenzhenair International Hotel, may I have your name please?” “欢迎光临深航国际酒店, 请问怎么称呼您呢? “Mr/Ms. XXX, may I have your passport for registration please?” “先生/小姐，可以出示一下您的证件吗” Step 3 第三步 Confirm that the reservation is booked through a wholesale agent 确认旅行社结算的预订 If the Guest does not have the voucher on check in, reservations correspondence must be obtained as a backup and the travel agent will have to be contacted for verification. Should no backup documentation exist, the Guest must be advised that they will be responsible for the room charges unless a voucher of appropriate correspondence is located. 与旅行社联系确认，保留预订信以做支持性文件。需与客人确认，如未收到任何确认性文件，房费将由客人自付。 Notify Team Leader for assistance 报告领班协助 “Mr/Ms. XXX, may I have your travel agent voucher, please” “XXX先生/小姐,　可以出示一下旅行社发给您的入住函吗?” “Mr/Ms XXX, we have not received confirmation from your travel agent. The daily rate of RMB XXX rate of the day will apply until we receive the written confirmation.” “XXX先生/小姐,　由于您暂时未能收到您的旅行社确认传真，在收到确认之前我们将先按今天的房价为您办理。” Step 4 第四步 Reconfirm Guest room preference 再次确认客人房间要求 Reconfirm the Guest room preference king/twin and smoking/n