饭店服务与管理—— 客房内入住登记的处理.doc

Standard: Guests with reservations must be registered in their guest room upon arrival. The Registration Card must be completed in an accurate manner and payment method must be secured. 标准： 任何已预订的客人都将在客房中登记。应确保登记内容无误，并明确付款方式。 Procedures: The Floor Butler shall check guest’s welcome folder and ensure everything necessary are ready for in room check in. The items prepared by Reception should include: A copy of Guest Registration Card Key booklet with encoded key for assigned guestroom Blank receipt for cash deposit Upon guest arrival, greet he/she at entrance by addressing their name. “ Welcome to The St.Regis Shanghai, Mr Smith. I am your Butler Steven. Please let me show you the way to your room. ” (if guest is first stay) “ Welcome back, Mr Smith. I am your Butler Steven. Please let me show you the way to your room. ” (if return guest) Escort guest to his/her room with guest welcome folder. When on the floor, open the guestroom door with the guest’s key, enter the room first and hold door open, allowing the guest in. Proceed to fill up Registration Card for guest. Ensure the card is properly completed with all required details and signed by guest: Guest Name (Indicate correctly last name/surname, first name) Passport No. Valid date of passport Sex Nationality Date of birth Visa type Expiry date of visa Permanent address Company name address Where when from/Where when to SPG (Starwood Preferred Guest Program) No. Frequent flyer No. Method of Payment Signature of guest Obtain name card from guest if he is first stay. Confirm length of stay with guest by saying: “ Mr Smith, Will you be staying with us for 3 nights?” Indicate on the card if the departure date is different from the reservation. Obtain payment method from guest: Credit card: ask for the credit card and take down its number and expire date Voucher: Collect the voucher from the guest, check so the rate and number of nights correspond with the reservation and attach the voucher to the registrati