国际酒店前台宾客离店培训手册.doc

Rooms Division – Front Office Guest Account Administration? Front Office Ambassador Guest Departure Galaxy PAGE PAGE 12 __________________________________________________________________________________________ New Hire Training Certification, January 2002 Edition Copyrighted, confidential and proprietary information of Starwood Hotels Resorts Worldwide, Inc. Objective In this training module, you will learn: Introduction to the Departure Process Appling all charges to guest accounts with their approval when applicable. (Late Checkout, Early Departure Fee, Refreshment Checkout with Credit Card Checkout with Direct Billing Checkout with Cash/Check Posting a Paid Out Video Checkout Option Express Checkout option Voice Mail/Audio Checkout Option Handling Rates Disputes and Charges Updating Guest History/ Profile/ Remarks after Departure. Overview of Service Express during the Departure Process Communication with Housekeeping Late changes Billing and Procedures. Westin Quality Assurance Shopping List Performance Expectation To be signed off on this training module, you will, from memory, demonstrate knowledge of the items noted above to your trainer. Timing The second week of training Why I Need to Know This Similar to check-in speed, checkout speed also is a key driver for guest satisfaction. Frequent traveler’s value being able to check out of a hotel quickly and efficiently. Friendliness is also important during checkout. Whether a guest checks out in person or over the telephone, he/she should be greeted in a friendly manner so the guest has a positive impression of the hotel and will want to return. Checkout is the time to make a great last impression of the hotel for the guest. Introduction fd Dep 1-1/1/02 At the end of the guest’s stay in the hotel, he/she usually will stop at the Front Desk to check out. During this process, the guest will settle his