04 团队CHECK IN程序

酒店常用英文缩写酒店房态名词缩写：01。

VC Vacant Clean 空的干净房/可卖房02。

VD Vacant Dirty 空的脏房03。

OC Occupied Clean 住客干净房04。

OD Occupied Dirty 住客脏房05。

PMU Please Make Up 即扫06。

DND Do Not Disturb 请勿打扰07。

OS Out OfService 维修房（小）08.OOO Out OfOrder 维修房（大）09。

ECO Expectative Check Out 预退房10.D/L Double lock 双锁房11.S/O Sleep Out 外睡房12.R/S Refuse Service 拒绝服务13.LSG Long Staying Guest 长住客14。

VIP Very Important Person重要客人(贵宾）15。

N/B No Baggage 无行李16.L/B Light Baggage 少行李17.C/O Check Out 离店结帐18。

C/I Check In 入住登记19.D/U Day Use 小时房20。

H/U House Use 自用房21。

T/D Turn Down Service 夜床服务22.R/G Repeated Guest 回头客23。

L/F Lost and Found 客人遗留物品24.MOD Manager on Duty 值班经理25。

SK Standard King 标准单人间26。

ST Standard Twin 标准双人间27。

DS Deluxe Suite 豪华套房28.BS Business Suite 商务套房29。

CR Connecting Room 公寓套房30。

PA Public Area 公共区域31.EK Executive King 行政单人间32。

ET Executive Twin 行政双人间33。

湖北省中等职业学校教师信息化教学设计和说课大赛《饭店英语听说》（上册）Part 1 Front Office Unit 2 Check-in 教学设计 & 说课稿工作单位：武汉市财贸学校*名：**通讯方式：武汉市江岸区兴业路162号2013年6月20日《饭店英语听说》（上册）Part 1 Front Office Unit 2 Check-in教学设计I、教学过程II、教学辅件一、入住登记表二、学习考核评价表二、板书设计III、教学反思“教无定法，贵在得法。

”本节课上学生们积极参与、收获颇丰。

我的成功之处在于：1、我把握了职业教育专业课程的本质属性，使课堂从传统的英语课转变为提升专业技能、增强职业素养的英语听说实训课。

2、我在课堂中运用了准企业化管理的课堂教学模式，让学生体会到学习的内容就是工作的职业教育特点。

3、我采用的教法和学法相互映衬，在整个授课过程中“画龙点睛”；4、针对重点、难点和反馈评价的板书设计，突出了本课的职业属性。

《饭店英语听说》（上册）Part 1 Front Office Unit 2 Check-in说课稿各位专家、评委老师，大家好！今天，我说课的题目是《Check-in》登记入住。

我将在说课中，以“教什么、教给谁、怎样教、为什么这样教”为思路，剖析教材，分析学情、提出策略，展示过程，反思得失。

一、剖析教材内容1、课程的基本情况我所使用的教材是高教社出版的《饭店英语听说》（上册），主编是王琴茹老师。

本节课出自该教材第一章Front Office（前厅服务）的第二单元Check-in（登记入住）部分，用时90分钟，2课时。

《饭店英语听说》这门课是我校为高星级酒店运营与管理专业开设的专业基础必修课。

课标要求，在提高学生的英语实际应用能力的同时，融入对专业技能和职业素养的培养。

2、课程设计理念因此，我将课程设计理念定位为：“把握职业教育专业课程的本质属性，使课堂从传统的英语课转变为提升专业技能、增强职业素养的英语听说实训课。

五星酒店前台接待中英文标准操作流程SOPSTANDARD OPERATION PROCEDURES标准工作程序RECEPTIONIST前台接待FRONT DESKSTANDARD OPERATION PROCEDURE Task No DescriptionFD01 Awaiting room handling 等候房间 FD02 Billing instruction handling 账目说明 FD03 Blocking rooms for arrivals 房间预留 FD04 Bucket check 检查登记卡FD05 Cash deposit collection 收取现金押金Check-in with TA voucher 持旅行社入住卷入住FD06程序FD07 Extension stay 处理延住 FD08 Flight reconfirmation 重复确认机票FD09 Generating report 总报告FD10 Greeting and welcoming guests 问候并欢迎客人 FD11 Group check in 团队登记 FD12 Guest location客人方位FD13 Handling confidential screen call request 处理客人保密和筛选电话要求FD14 Handling expected check out 处理预计离店客人FD15 Handling guest enquiries and introducing处理客人查询并介绍店内设施 facilitiesFD16 Handling in-house amenities 处理客人欢迎品 FD17 Handling late check-out request 处理延迟退房的要求FD18 Handling message 处理留言FD19 Handling of complaints 处理投诉FD20 Handling of guest compliments 处理客人致意FD21 Handling wake-up calls requests 处理叫醒电话的要求FD22 Key authorization 钥匙的授权FD23 Lost Found procedure 失物招领程序Loss of safe deposit box key 保险箱的钥匙丢FD24失的处理FD25 Maintaining Communication Log Book 使用交班本FD26 Preparation for guest arrivals 为客人到达做好准备FD27 Printing arrival reports and registration cards打印来客报告和登记卡FD28 Registering a walk-in guest 散客登记FD29 Registering guest with confirmed reservation 为确定的预订房间的客人登记FD30 Room change procedure 调房程序FD31 Safety deposit box 保险箱服务FD32 Taking reservation 办理预定FD33 Travel agency voucher 旅行社入住卷DEPARTMENT Front Desk部门前厅部 JOB TITLE Guest ServiceAssociate职称前台职员 TASK NO FD 01号码 TASK Awaiting room handling工作职责等候房间 1 of 2 EQUIPMENT REQUIRED OperaWorkstation所需设备工作台 WHAT TO DO工作程序 HOW TO DO操作明细 WHY工作目的Register for the guest为客人登记Search for vacant dirty room在系统中找空房Ask room controller for room cleaning请房态控制员确认干净房间Make registration for the guest according to the registration procedure为客人登记If vacant clean room is not available immediately search for vacant dirty room at first and call the Housekeeping to rush rooms Enough time for cleaning room如果当时没有干净空房首先在系统中找空房脏房马上通知客房部打扫Invite guest for welcome drink by saying Mr Mrs XX the room we blocked to you is under cleaning and Housekeeping has been informed forrushing room and it may take about 30 minutes May I invite you to have a complimentary drink in our Lobby Lounge and I will let you know as soon as the room is available邀请客人在大堂酒廊喝一杯免费饮料等候并告知打扫房间大约需要的时间房间打扫好后马上通知客人Let guest have time idea Show our sincerity to serve guestCourtesy compensation for guest waiting Let guest feel our humility 让客人感受到我们真诚的服务PREPARED BY MICHAEL ZHENG起草人 APPROVED BY MR RAY ZHOUPOSITION FOM 批准人职位 SIGNATUREDATEPOSITION FOM 签字日期职位 SIGNATUREDATE签字日期DEPARTMENT Front Desk部门前厅部 JOB TITLE Guest Service Associate职称前台职员 TASK NO FD 01 号码 TASK Awaiting room handling工作职责等候房间 2 of 2 EQUIPMENT REQUIRED Opera Workstation所需设备工作台 WHAT TO DO 工作程序 HOW TO DO操作明细 WHY工作目的Check and call room controller随时与房态员确认房间状况Check in system系统登记Keep monitoring the room status in the computer在系统中随时检查房态As soon as the room status is changed to the vacant clean send the room key and welcome booklet to the guest personally By saying MrMrs XX I am sorry to have kept you waiting Now the room is ready the room number is XX Thank you for your understandingApologize for the waiting and introduce the GSA-Concierge to escort the guest to the roomCheck in the room in the system immediately房间一打扫好后马上把钥匙送给客人并对客人的等候表示歉意行李马上送到客人房间并在系统中登记入住房间Get updated room status at first time在第一时间得到更新的房态Efficiency service action will let guest feel our sincerity and humility提供快捷的服务Roomconnect with the telephone line Anticipate guest request系统登记房间使电话线马上接通PREPARED BY MICHAEL ZHENG起草人 APPROVED BY MR RAY ZHOU批准人 POSITION FOM职位 SIGNATUREDATE签字日期 POSITION FOM职位 SIGNATUREDATE签字日期DEPARTMENT Front Desk部门前厅部 JOB TITLE Guest Service Associate职称前台职员 TASK NO FD 02 号码 TASK Billing instruction handling 工作职责账目说明 1 of 3 EQUIPMENT REQUIRED Opera Workstation所需设备工作台 WHAT TO DO工作程序 HOW TO DO操作明细 WHY工作目的Clarify the billing instruction确认付账说明Collect deposit or imprint credit card收取押金Billing instruction can be clarified as following Guest A pays for guest B by cash or credit card Both guests are indifferent rooms付账说明可如下A客人给B客人付账两个客人在不同房间Modify AB guest remarks accordingly if they get room change or early departureA或B客人如有提前离房或换房需随时更新其备注Sufficient deposit should be collected or take the imprint of credit card voucher and get enough approval amount for credit card payment which should cover the two rooms estimated consumption收取足够押金以确保足够两个房间住店期间所发生的费用Tick on the registration card under Bill instruction YES Note the guest hisher signature is approved to pay guest B s bill Help the guest A to fill up the following items at the back of the registrationGuest A tick on YES under bill authorizationGuest B s name and room numberPayment instruction帮助客人填全付款说明书Different handling ways to different billing instruction Make sure precise service根据不同付账说明采取不同的服务Deposit policy should be appliedCare about hotel benefit应用押金收取的政策保障酒店利益Always do more for the guest为客人多做PREPARED BY MICHAEL ZHENG起草人 APPROVED BY MR RAY ZHOU批准人 POSITION FOM职位 SIGNATUREDATE签字日期 POSITION FOM职位 SIGNATUREDATE签字日期DEPARTMENT Front Desk部门前厅部 JOB TITLE Guest ServiceAssociate职称前台职员 TASK NO FD 02号码 TASK Billing instruction handling账目说明 2 of 3 EQUIPMENT REQUIRED Opera 工作职责Workstation所需设备工作台 WHAT TO DO工作程序 HOW TO DO操作明细 WHY工作目的Collect deposit收取现金押金Take the imprint credit card刷卡付押金If paid by the credit card take EDC voucher of the credit card and attach with the guest A s registration card如果付信用卡做押金将信用卡授权卡单附在A客人登记卡后Non-registered guest A pays for in-house guest B by cash Collect enough cash deposit from guest A which should cover the estimated consumption of guest BPolitely invited guest A to sign payment authorization form on theGuest Business Card and leave contact telephone No店外的A客人为住店的B客人付现金押金收取足够的现金请A客人在B客人的登记卡上签付款授权书并留下Non-registered guest A pays for in-house guest B by credit cardTake the imprint of Guest A s credit card with one blank credit card voucherPolitely invite guest A to sign on the credit card voucher and paymentauthorization on guestB s registration cardDeposit policy should be appliedCare about hotel benefit应用押金收取的政策保障酒店利益PREPARED BY MICHAEL ZHENG起草人 APPROVED BY MR RAY ZHOU批准人 POSITION FOM职位 SIGNATUREDATE签字日期 POSITION FOM职位 SIGNATUREDATE签字日期DEPARTMENT Front Desk部门前厅部 JOB TITLE Guest Service Associate职称前台职员 TASK NO FD 02号码 TASK Billing instruction handling工作职责账目说明 3 of 3 EQUIPMENT REQUIRED Opera Workstation所需设备工作台 WHAT TO DO 工作程序 HOW TO DO操作明细 WHY工作目的Make remarks备注店外的A客人为住店的B客人付信用卡作为押金印空白的信用卡单请A客人在空白信用卡单上签字在B客人的登记卡上签付款授权书并留下随后将客人签过字的空白信用卡签购单保存在值班经理保险箱并在系统中做备注提醒员工Write down the notice on the registration card and key in the notice in the system like PB outside Mr A VISA4500XXXX voucher in DM Safe 123在登记卡上填全付款说明并根据情况写明备注并在系统中做相应的注明To alert other GSAKeep consistent service is one point of Xxx Hotel Hospitality提醒员工注意PREPARED BY MICHAEL ZHENG起草人 APPROVED BY MR RAY ZHOU批准人 POSITION FOM职位 SIGNATUREDATE签字日期 POSITION FOM职位 SIGNATUREDATE签字日期 DEPARTMENTFront Desk部门前厅部 JOB TITLE Guest Service Associate职称前台职员 TASK NO FD 03号码 TASK Block rooms for arrivals page 1 of 3工作职责房间预留 EQUIPMENT REQUIRED Opera Workstation所需设备工作台 WHAT TO DO工作程序 HOW TO DOWHY 操作明细工作目的Block rooms priori to the guests who have special requests ie connecting room cornor room etc预留VIP房间Block rooms for early arrivals为早到的客人预留房间Let room controller block rooms for VIP one day before Block rooms from the reservation screen using in Opera to search for the desired room type由Room controller为VIP提前一天预留房间在Opera内使用从预定屏中预留房间以寻求所需房间的类型Block only vacant clean room for early arrivals为早到的客人预留干净的空房间Inform relevant departments for the various amenities requested For example flowers and fruits basket通知有关部门提供所需的各种欢迎品例如鲜花果篮Input DNC in the instruction field in reservation screen for staff special attention在预定屏备注栏输入 DNC 以提请员工注意As far as possible block vacant clean rooms one day before尽可能提早一天预留干净空房To ensure that VIP guests have their priority room blockage so that specific needs will be met as well as to block the best rooms for them 确保VIP客人享有预留房间的优先权以便满足其具体需求并为其预留最好的房间We will ensure our procedures are customer friendly and easy for the customer and staff我们要保证我们的服务程序有益于客人并方便员工To allow each departments to take the necessary actions to prepare the room for the guest让每一个部门采取必要的举措为客人准备好房间To alert everyone that the room blocked should not be changed because items may have been placed in the room提醒各位因为房间内各项备品已放置所以不可更换To ensure that the rooms are ready check-in immediately when guests arrive earlyBY MICHAEL 确保当客人较早到达时可以立即登记入住 PREPAREDZHENGAPPROVED BY MR JAME XI 起草人批准人 POSITION FOM职位 SIGNATUREDATE签字日期 POSITON GM职位 SIGNATUREDATE签字日期DEPARTMENT Front Desk部门前厅部 JOB TITLE Guest Service Associate 职称前台职员 TASK NO FD 03号码 TASK Block rooms for arrivals page 2 of3工作职责房间预留 EQUIPMENT REQUIRED Opera Workstation 所需设备工作台 WHAT TO DOHOW TO DO 工作程序操作明细 WHY工作目的Block rooms with no arrival times为未知抵达时间的客人预留房间Block rooms with other know arrival times 为其他已知抵达时间的客人预留房间If vacant dirty rooms are blocked inform housekeeping immediately providing them with the expected time of arrivals 如预留的空房未清洁立即通知客房部以使他们在客人到达的预计时间内做好准备Block vacant clean rooms first for on day arrival 先在当日预留干净的空房If not available block vacant dirty rooms and inform housekeepingimmediately providing them with the expected time of arrivals如果没有干净的空房则预留未清洁的空房并立即通知客房部以使他们在客人到达的预定时间内做好准备Use discredtion and take note of expected arrival times when blocking dirty rooms谨慎处理当预留未清洁房间时记载客人到达的预计时间Inform housekeeping about each room blocked and the expected arrival times通知客房部关于每一间已预留的房间和客人抵达的预计时间So that housekeeping can clean these rooms first in order to ensure that the rooms are ready for the guest to check in客房部首先将这些房间清洁以确保为登记的客人预先准备好房间Guest may check n at any time客人可以随时登记住房So that housekeeping can clean these rooms first in order to ensure that the rooms are ready for the guest to check in以使客房部首先将这些房间清洁以确保为登记的客人预先准备好房间So that vacant clean rooms may be available for any walk-ins以便使任何走进来的客人均有可用的干净空房间In order for housekeeping to schedule the maids to clean the rooms according to the arrival times以便客房部根据抵达时间安排服务员打扫房间 PREPARED BYMICHAEL ZHENG起草人 APPROVED BY MR RAY ZHOU批准人 POSITION FOM职位 SIGNATUREDATE签字日期 POSITON GM职位 SIGNATUREDATE签字日期DEPARTMENT Front Desk部门前厅部 JOB TITLE Guest Service Associate职称前台职员 TASK NO FD 03号码 TASK Block rooms for arrivals page3 of 3工作职责房间预留 EQUIPMENT REQUIRED Opera Workstation工作台 WHAT TO DO 所需设备工作程序 HOW TO DO操作明细 WHY工作目的Block back to back rooms预留尚未退房的房间Block rooms for elderly guests or disabled guest为年老的客人或残疾客人预留房间Block rooms for single female executives为单身的女商人预留房间Do so only s a last resort Use this method for very late arrival But allow sufficient time for housekeeping to clean the rooms takingintoconsideration the time for them to end their shift只有在别无选择时才如此用于特别推迟抵达的客人给与客房部充足的时间以打扫房间充分考虑到他们完成工作的时间Block rooms on lower floors as well as near to elevator and emergency exits预留房间在低楼层靠近电梯和紧急安全出口Block handicapped rooms为残疾客人优先预留残疾房Block rooms without connecting doors unless specifically requested 除非特殊要求否则预留无连通门的房间Current guest in the room may extend stay or have an unexpected delayed check out目前住在客房内的客人可能延长居留时间或推迟退房结账For easy exit in the event of emergencies as well as for guest抯convenience可以方便客人在紧急事件中容易进出安全出口A connecting door in the room of a single female executive may be perceived as an element of insecurity for them as well as to prevent the unlikely event of someone else opening the connecting door accidentally 单身女商人住在有连通门的房间被视为非安全因素也已防止有偶然打开连通门而发生不愉快事件We will do more for the customer in every customer contact要利用每次同客人接触的机会为客人提供超前的服务PREPARED BY MICHAEL ZHENG起草人 APPROVED BY MR RAY ZHOU批准人 POSITION FOM职位 SIGNATUREDATE签字日期 POSITON GM职位 SIGNATUREDATE签字日期DEPARTMENT Front Desk部门前厅部 JOB TITLE Guest ServiceAssociate职称前台职员 TASK NO FD04 号码 TASK Bucket check 工作职责检查登记卡 EQUIPMENT REQUIRED OperaWorkstation所需设备工作台 WHAT TO DOHOW TO DO 工作程序操作明细 WHY工作目的To print in house report打印住店客人报表Checking bucket against in house report 按报表检查登记卡Verify and correct all guest details 证实所有客人细节Leave note to Team Leader留交班记录给次日领班Use the computer and generate the printing by the overnight shift GSA员工使用电脑打印出报表夜班Using the in house report check each registration card with the in house rooming report使用住店客人报告与所有登记卡一一对照检查Check each registration card against guest folioDetails such asnumber of paxRate and rate codeBilling instructions根据客人档案核查每一份登记卡如人数房价和房价代码账目说明等Sort out all room discrepancy correct all wrong key-in information before closing the system date在夜审前修改所有错误信息If there is something not solvedLeave the details note regarding those mistakes if has to the next day Team LeaderTeam Leader will do the follow up将错误的细节留给次日领班以便继续跟进For reference供参考To ensure that all in house registration cards available and are placed accordingly in the bucket by room number Take care of guest information确保所有登记卡根据房号次序放置在登记卡盒中无一遗漏并确认报表中和登记卡中客人信息相符To ensure accuracy of record so as to provide precise service 确保纪录的准确性Proper shift hand over良好的交班制PREPARED BY MICHAEL ZHENG 起草人 APPROVED BY MR RAY ZHOU 批准人POSITIONFOM职位 SIGNATUREDATE签字日期 POSITON GM职位 SIGNATUREDATE签字日期DEPARTMENT Front Desk前厅部 JOB TITLE Guest Service 部门Associate职称前台职员 TASK NO FD 05号码 TASK Cash depositcollection工作职责收取现金押金 1 of 3 EQUIPMENT REQUIREDOpera Workstation所需设备工作台 WHAT TO DO 工作程序 HOW TO DO操作明细 WHY工作目的Calculate amount of deposit 计算押金额Tell guest deposit amount告知客人总额Receive money from guest收取现金Calculate amount of deposit accurately amount of deposit shouldcover the room charge during guest staying and estimated miscellaneous consumptionFormula is Room rate per night x total room nights x 15 total amount of deposit根据公式计算客人在店期间预计消费的额度房费入住天15 注此为参考数据会根据房价面确定收取押金额If guest pay deposit for extension ask for estimated departure date before calculate deposit如果客人为延住付押金确定延住天数Politely tell guest deposit amount we should collect by saying MrMrs XX would you please pay RMB XX as deposit which include your room charge and other miscellaneous charge until you check out If there deposit rest we will refund them to you upon check out礼貌告知客人总额结账时押金多退少补Use two hands to receive money from guest and carefully andefficiency count it in front of guest any question on the money eg amount of money unacceptable money contact guest immediately As well as say MrMrs XX I have received your RMB XX deposit thank you After you finish counting and accept itProtect hotel benefit and accurate deposit amount can let us have guideline for collecting deposit保护酒店利益Get detail information can assist us to provide precise service 得到确定信息Clearly describe the accurate deposit amount we will collect to let guest have clear understanding and also explain the reason why this amount collected by us Anticipate for guest request and caring about guest inquiry清楚告知客人押金总额和收取此金额的解释Any question regarding money solve it immediately with guest and in front of guest Clearly confirm with guest how much you receive from guest by speaking out to guest Avoid any dispute occurred in future PREPARED BY MICHAEL ZHENG起草人 APPROVED BY MR RAY ZHOU批准人 POSITION FOM职位 SIGNATUREDATE签字日期 POSITON GM职位 SIGNATUREDATE签字日期DEPARTMENT Front Desk部门前厅部 JOB TITLE Guest ServiceAssociate职称前台职员 TASK NO FD 05号码 TASK Cash deposit collection工作职责收取现金押金 2 of 3 EQUIPMENT REQUIREDOpera Workstation所需设备工作台 WHAT TO DO工作程序 HOW TO DO操作明细 WHY工作目的Key into the system and write the cash deposit receipt押金输入系统开押金收据给客人Describe deposit terns to guest向客人解释押金条款Double check the posting to make sure you key in correctly再次检查系统中输入的准确性Extend for guest in computer在系统中延期用双手接过现金在客人面前清点清楚如果金额数不对或对不可接受的钱币必须立即当面同客人讲清Key into the system at once and write the cash deposit receipt for the guest right now then ask guest sign on the receipt Finally sign your own signature押金收据须客人和员工双方签字确认并立即将押金输入系统Clearly describe deposit refund terms to guest by saying MrMrs XX would you please read these clause to see if it is correct thank you 向客人解释押金收取及退还的具体条款After guest leave front desk double check deposit into computer immediately客人离开柜台后立即再次确认系统中输入的准确性If guest pay deposit for extension extend for guest in computer and make the new key after collecting deposit如客人为延住客人确保在系统中为客人延住并作新钥匙任何有关现金的问题必须当面立即解决避免以后发生不必要的纠纷Let guest clearly understand terms content to avoid any dispute in future让客人清楚理解避免今后纠纷发生Avoid forgetting posting so as to affect any upset to guest caused by deposit谨防忘记输入电脑Update information in computer更新信息PREPARED BY MICHAEL ZHENG起草人 APPROVED BY MR RAY ZHOU批准人 POSITION FOM职位 SIGNATUREDATE签字日期 POSITON GM职位 SIGNATUREDATE签字日期DEPARTMENT Front Desk部门前厅部 JOB TITLE Guest Service Associate职称前台职员 TASK NO FD 05 号码 TASK Cash deposit collection工作职责收取现金押金 3 of 3 EQUIPMENT REQUIRED Opera Workstation 所需设备工作台 WHAT TO DO工作程序 HOW TO DO操作明细 WHY工作目的Note 注意If guest pay foreign currency as deposit客人付外币作为押金Calculate amount of deposit accurately the same as aboveExchange rate should follow the foreign currency exchange list人民币押金总额计算同上所述外币总额依照每天外汇牌价计算得出Foreign currency can not settle bill directly unless exchange to RMB or change other payment method upon COPolite explain to guest the foreign currency will only be kept at Front Desk during stay as deposit外币不可直接用于结算除非在退房时兑换成人民币或改用其他方式结算向客人礼貌的解释外币只是作为押金在入住期间存放前台Write a formal foreign currency receipt and pass one copy to guest State that the foreign currency will be returned to guest after settling bill with receipt开据外币押金收据给客人客人结清账目后凭收据退还外币押金The foreign currency deposit should be sealed in envelope withdetails on the cover including guest name room no duration which foreigncurrency and amount by FD SA then kept in Service Manager Safe Deposit Box during guest stay外币押金由收取押金的前台员工放在信封中密封将细节客人姓名房号入住期间外币种类金额在信封上注明交给服务经理在客人入住期间存放在保险箱内CO message should be left Pay USD20000 as deposit kept by SM在离店信息中输入收取美金200元作为押金存放宾客服务经理处Make sure to count and check the foreign currency in front of the guestbefore collecting Avoid any dispute occurred in future 确保在收取现金前在客人面前检查外币和数清金额避免今后发生争执PREPARED BY MICHAEL ZHENG起草人 APPROVED BY MR RAY ZHOU批准人 POSITION FOMSIGNATUREDATE 职位签字日期 POSITON GMSIGNATUREDATE 职位签字日期DEPARTMENT Front Desk部门前厅部 JOB TITLE Guest ServiceAssociate职称前台职员 TASK NO FD 06 号码 TASK Check in with TA voucher 工作职责持旅行社入住券入住 1 of 5 EQUIPMENT REQUIREDOpera Workstation所需设备工作台 WHAT TO DO工作程序 HOW TO DO操作明细 WHY工作目的Greets guest问候Identify guest who come with luggage or briefcase and inquire guest name with smile and eye contact得到客人姓名Collect the room voucher by two hands and check reservation in computer收取入住单Greets guest upon guest approach front desk counter with smile by saying Nin Hao welcome to Traders Hotel Kun ShanMay I help you SirMadam使用标准用语问候客人If guest has reservation politely inquire guest name by saying May I have your last name sirMadam得到客人姓名后查询预定Find out reservation immediately in computer politely require guest room voucher and confirm the information including guest name arrival and departure date room type and payment etc If fail to find out try other way eg use guest company name or travel agency name to check in computer By saying Mr XX May I have your company name or may I know thecompany you made your booking with If still fail to find let the guest check in first and follow up after check in找到预定后收取入住单确认入住单上的信息是否与系统中一致如果用名字无法查到预定使用旅行社或公司名字查找如果仍无法找到预订先为客人登记随后再跟进Note Never say to guest Noreservation even if reservationcan not be found in computer Useguest company contract rate and guest preference to check in guest at firstPresent our courtesy and kindly service at first time 留下良好的第一印象Clarify guest is walk in guest or with reservation So that you can check the reservation in computer确认客人是否有预定Locate reservation immediatelly try to provide efficiency service to guest at first time and every single time为客人提供有效快捷的服务Be flexibility 灵活PREPARED BY MICHAEL ZHENG起草人 APPROVED BY MR RAY ZHOU批准人 POSITIONFOM职位 SIGNATUREDATE签字日期 POSITON GM职位 SIGNATUREDATE签字日期DEPARTMENT Front Desk部门前厅部 JOB TITLE Guest ServiceAssociate职称前台职员 TASK NO FD 06号码 TASK Check in with TA voucher 工作职责持旅行社入住券入住 2 of 5 EQUIPMENT REQUIREDOpera Workstation所需设备工作台 WHAT TO DO工作程序 HOW TO DO操作明细 WHY工作目的Confirm room type with politely manner and smile eye contact确认房态Advise guest from getting R card告知客人去取登记单注意不要同客人讲没有预订即使预定无法找到使用客人公司价根据客人喜好先为客人登记入住If VIP or Golden Circle guest refer to GRO immediately By saying Mr XX please wait for a moment our guest relation officer will show you the way to the room Or if GRO is busy follow Golden Circle s standard to service the guest如果是贵宾或金环会成员立即通知宾客关系主任接待如他她繁忙根据接待贵宾标准工作程序接待客人Confirm room type and period with guest according to reservation by clearly descriptionBy saying Mr XX you have booked our deluxe king size room is it correct同客人确认房态和入住天数By saying Just one moment Mr XX I m just going to get youregistration card Draw out pre-registered registration card and prepared rwelcome booklet from reservation form holding box去取登记单时告知客人If guest request non-smoking room please follow up in the system and key in the guest profile so we can meet guest s needs in the future Clearly confirm detail with guest to avoid making guest feel confusedmeanwhile let guest feel our genuine service 确认细节时刻人感受我们真诚的服务In order to avoid the guest confusion and show care 避免客人产生误会PREPARED BY MICHAEL ZHENGAPPROVED BY MR RAY ZHOU 起草人批准人 POSITIONFOMSIGNATUREDATE 职位签字日期 POSITON GM职位 SIGNATUREDATE签字日期DEPARTMENT Front Desk部门前厅部 JOB TITLE Guest Service Associate职称前台职员 TASK NO FD 06 号码 TASK Check in with TA voucher 工作职责持旅行社入住券入住 3 of 5 EQUIPMENT REQUIRED Opera Workstation 所需设备工作台 WHAT TO DO工作程序 HOW TO DO操作明细 WHY工作目的Check in guest in computer在系统中办理入住手续Collect ID card Business card for registration收取证件和名片登记Fill registration card填写登记单Confirm and collect the payment付款方式If very frequent guest no need confirm type and rate all the time do according to the profileIf there is detail profile in the system do not collect business card again客人的要求应被记入系统使客人下次光临时我们提前满足其要求常客不需要每次都确认细节资料很全的客人不须再要名片Check in guest in computer在系统中办理入住手续Politely collect guest ID cardBusiness card for registration Use two hands to receive guest ID cardbusiness card By saying Mr XX may I have your passport and business card for reference Thank you礼貌的要求证件和名片登记Clearly neatly accurately and efficiency fill in the registration card for guest清楚整齐准确快速填写登记单Politely collect payment from guest by saying Mr XX how would you liketo settle your incidental paymentIf it is credit card quickly take in print If paid by cash collect 500 RMB per day for cash deposit 收取杂费押金五百元Avoid forgetting check in guest in computer 避免忘记在系统中登记Fill in registration for guest to show our Asian hospitality 帮助客人填写登记单Avoid to letting guest wait for too long time Do more for our customerin every customer contact避免使客人等候太久Advance deposit should be collected to protect hotel benefit 押金收取保障酒店利益PREPARED BY MICHAEL ZHENG起草人 APPROVED BY MR RAY ZHOU批准人 POSITION FOM职位 SIGNATUREDATE签字日期 POSITON GM职位 SIGNATUREDATE签字日期DEPARTMENT Front Desk部门前厅部 JOB TITLE Guest ServiceAssociate职称前台职员 TASK NO FD 06号码 TASK Check in with TA voucher工作职责持旅行社入住券入住 4 of 5 EQUIPMENT REQUIRED Opera Workstation所需设备工作台 WHAT TO DO工作程序 HOW TO DO操作明细 WHY工作目的Confirmation information with guest确认信息Present welcome booklet and necessary items to guest 分发钥匙Inform the GSA-concierge通知礼宾部Ask if guest need any thing help提供更多服务Offer Service Center information if need 如需要提供服务中心信息Complete check in完成登记Confirm guest name room number arrival date depature date with guest 确认所有入住信息Use two hands to present welcome booklet and necessary items toguest用双手给客人分发钥匙Inform SA-Concierge the room number通知礼宾部客人房号Ask if guest need any else help by saying MrMrs XX Is there anything else I can do for you询问客人是否需要更多帮助Identify GSA-reception self and offer guest service center extension number by saying MrMrs XX our guest service center extension is 3 please call us anytime if you need our help前台员工介绍自己并提供服务中心电话分机Introduce GSA-concierge to guest and wish guest a pleasant stay By saying MrMrs XX this is Jack from concierge he will show you to the room wish you have a pleasant stay介绍礼宾部员工给客人并祝客人入住愉快Care for guest understanding on every detail information让客人了结所有相关信息Do more for the guest为客人多做Anticipate new guest request to help new guest familiar with the hotel service center预见客人需求Use team work to consistently serve guest运用团队精神为客人提供持续的服务PREPARED BY MICHAEL ZHENG起草人 APPROVED BY MR RAY ZHOU批准人 POSITIONFOM职位 SIGNATUREDATE签字日期 POSITON GM职位 SIGNATUREDATE签字日期DEPARTMENT Front Desk部门前厅部 JOB TITLE Guest ServiceAssociate职称前台职员 TASK NO FD 06 号码 TASK Check in with TAvoucher工作职责持旅行社入住券入住 5 of 5 EQUIPMENT REQUIREDOpera Workstation所需设备工作台 WHAT TO DO 工作程序 HOW TO DO操作明细 WHY工作目的Sign on registration card签字Get approval code for credit card 信用卡授权Do routing in the system在系统中做routingAttach TA voucher with RC附入住卷在登记卡单后Attach items附卡单GSA-reception sign on registration card前台员工在登记卡上签字确认If the guest pays by credit card input credit card number into EDC machine to get approval code upon guest check inIf the credit card is declined ask guest to change payment by saying MrMrs XX I am very sorry to inform you that after checking with the bank we can t get approval code for your credit card would you please change to another payment thank you使用EDC要取信用卡相应授权如果EDC不接受客人信用卡要求客人换卡或更改付款方式Do routing according to the bill instruction in the system after check-in system根据付款说明在系统中做做账目说明Attach TA voucher with RC and pass to Credit Mananger on daily basis to get authorization附入住卷在登记卡单后交给信贷部经理授权挂账Attach registration card with EDC voucher together将信用卡授权卡单附在登记卡后For future using公安局登记制度Check the credit card limit检查信用卡额度We dont tell guest hisher credit card is declined because we should give guest faceUnder this situation we should be very careful to talk to guest在信用卡不被接受的情况下不要直接同客人讲信用卡被拒收应小心措辞要求客人更换付款方式If the billing has been paid by theTA to avoid divulge room rate to the gust以防在结账时将旅行社应付费用让客人得知Credit Manager will double check it again to make sure everything is correct信贷部经理复查所有相关资料确保无差错For filing存档PREPARED BY MICHAEL ZHENG起草人 APPROVED BY MR RAY ZHOU批准人 POSITIONFOM职位 SIGNATUREDATE签字日期 POSITON GM。

check in服务流程实训结果下载温馨提示:该文档是我店铺精心编制而成，希望大家下载以后，能够帮助大家解决实际的问题。

文档下载后可定制随意修改，请根据实际需要进行相应的调整和使用，谢谢!并且，本店铺为大家提供各种各样类型的实用资料，如教育随笔、日记赏析、句子摘抄、古诗大全、经典美文、话题作文、工作总结、词语解析、文案摘录、其他资料等等，如想了解不同资料格式和写法，敬请关注!Download tips: This document is carefully compiled by theeditor. I hope that after you download them,they can help yousolve practical problems. The document can be customized andmodified after downloading,please adjust and use it according toactual needs, thank you!In addition, our shop provides you with various types ofpractical materials,such as educational essays, diaryappreciation,sentence excerpts,ancient poems,classic articles,topic composition,work summary,word parsing,copy excerpts,other materials and so on,want to know different data formats andwriting methods,please pay attention!一、实训目的本次实训旨在让学生熟悉酒店 check in 服务流程，提高学生的服务意识和实际操作能力。

酒店前厅部接待问询工作规范2、查询客人房号流程3、预先安排客房流程注意事项：办理散客登记手续时，应注意以下几点：1、登记验证(1) 要严格按照公安部门的有关规定，登记单上必须逐项填写，不能遗漏，并认真履行验证手续。

(2) 外籍宾客要验护照号码、姓名、国籍、签证有效期以及照片是否和持证者一致。

(3) 台湾同胞登记时，唯我国政府签发的台胞证或旅行证有效，凡台湾当局签发的证件不能作为住宿登记凭证。

(4) 港澳同胞登记时，凭我国政府签发的港澳同胞回乡证住宿登记。

(5) 中宾登记时，身份证作为住宿登记凭证，其他证件不能作为住宿登记凭证。

(6) 持有身份证的中宾，如需与异性同住一房的，应按公安部门规定，出示结婚证书，并在登记单上注明。

(7) 所有登记单都应填写完整，并有客人的签字和接待问讯员的签字。

(8) 免收升级差额：如客人原预订的是标准单间，并已得到酒店确认，但入住登记时酒店无标准单间可提供，而只能提供豪华房或套房，向客人解释，并给予升级，让客人住豪华房或套房而支付标准房房价。

原则上，第二天请客人换到标准房;如客人愿意继续住用套房，则向客人说明，第二天起支付套房的房价。

2、其他(1) 接受预订：客人来柜台要求预订客房时，应先确定是否可接受预订，如能接受的，则按客房预订的程序办理，经手人在《预订单》上签名后送交预订组办理电脑输入和资料存档工作。

客人要求预订异地酒店客房时，应先推荐网络或兄弟酒店，告知可享受几折优惠，并协助客人联系订房。

(2) 处理投诉：客人来到柜台投诉，接待问讯员能处理的事情，应及时处理(按大堂副理处理投诉程序);遇到不能处理的事情，可请大堂副理接洽处理，决不允许不能处理或与接待问讯组无关为由拒绝处理投诉。

(3) 处理超预订：酒店有时为保证最高的出租率，适量超额预订，以免有应到未到预订或住店客提前离店而影响出租率;如客人抵店后确实无房，应配合大堂副理向客人礼貌地作解释，帮助客人与其他同等酒店联系住房。

关于团队客人check in与散客check out 时间冲突的案例分析场景重现：时间：年底某天（年底是团队会议的高峰期）地点：前台事件经过：1、某团队在酒店预订了20间SUT，15间DXK，销售员提前与会议负责人确认了房号，会议方已经将确定的房号印刷到会议资料中。

2、酒店前一天客情紧张，DXK全部卖完，但是房态图显示，DXK当天的预离是可以周转出该团队所确定的15间房间的。

3、当天上午退房时，大部分客人在上午10点之前完成check out 团队负责人大概在上午11点的时候过来要先拿房，到时候直接分发给客人。

可是这时候房间大部分都还没有打扫出来，都还是脏房，前台员工跟团队负责人认真解释后，承诺说11点半至12点的时候房间可以打扫出来。

让客人先在大堂吧休息等待。

并告知客房部。

4、前台员工在早上刚上班时就与客房主管确定过今天该团队今天入住的房间。

5、当11点半团队负责人来拿房时，还有9间SUT和6间DXK没有打扫出来。

其中确定6间DXK中有两间的客人续住。

6、这时候，销售员、团队负责人、前台主管都着急了。

销售员在客房前台和团队负责人之间来回的跑，催促客房部尽快抢房。

跟客人解释，承诺13点之前一定有干净的房间给客人。

前台主管立马致电续住的客人，看是否能换房（由于当天的DXK已经超预订了，所以只能换到SUT或V2P），但是其中一间的客人态度很坚决的回绝，说现在不方便换房，拒不换房。

前台主管耐心的跟客人说明是事情的经过，但是客人还是不换。

7、到快12点的时候，销售员才与客房部经理联系，让其跟进抢房事宜。

这时还有7间SUT 和不愿换房的一间DXK是脏房。

8、客房部经理立即致电客房主管，督促抢房事宜，并承诺30分钟内一定完成抢房任务，并跟客人耐心解释。

9、前台主管通知大堂副理，并与其一起到客房跟客人说明情况，并致歉，通过努力客人终于答应换房。

完成换房已经是下午一点钟了。

（被迫免一天房费）10、团队负责人也发脾气了，在前台说早就定好的房间到现在还没有拿到房卡，房间还是脏的，到时候领导过来了要发火了。

酒店前台接待团队及会议用房的流程1.顾客预订会议用房后，前台接待团队会发送确认邮件。

After the customer booked the meeting room, the front desk reception team will send a confirmation email.2.酒店前台接待团队会在会议用房预订日期前进行提醒。

The hotel front desk reception team will remind before the meeting room booking date.3.顾客到达酒店时，前台接待团队会协助办理入住手续。

When the customer arrives at the hotel, the front desk reception team will assist with the check-in process.4.如需额外设备或服务，顾客可向前台接待团队提出要求。

If additional equipment or services are required, the customer can make a request to the front desk reception team.5.顾客可以在前台接待团队的协助下安排会议用房布置。

Customers can arrange the decoration of the meeting room with the assistance of the front desk reception team.6.前台接待团队会提供会议用房布置的建议和帮助。

The front desk reception team will provide suggestions and assistance for the decoration of the meeting room.7.顾客可以向前台接待团队询问会议用房设施的情况。

ctf比赛checkin题型
CTF（Capture The Flag）比赛中的 Checkin 题型是一种常见的题型，其
目的是为了验证参赛者对特定技术或知识领域的掌握程度。

Checkin 题型通常会提供一段代码或者一个密码，参赛者需要利用自己的知识和技能来解析、理解和解决这个问题，以获取一个特定的标志或者进入下一个比赛阶段。

在 Checkin 题型中，题目通常会涉及到各种不同的技术领域，例如：
1. 加密和解密：这类题目通常会要求参赛者对一段密码进行解密，或者对一段明文进行加密。

这需要参赛者熟悉各种加密算法和密码学的知识。

2. 编程和逆向工程：这类题目通常会要求参赛者编写一段程序，或者对一个程序进行逆向工程。

这需要参赛者熟悉各种编程语言和算法，以及逆向工程的技术和方法。

3. 网络和系统安全：这类题目通常会涉及到网络和系统安全的知识，要求参赛者理解和分析各种安全漏洞和攻击手段。

这需要参赛者具备扎实的网络和系统安全知识。

4. 密码学和隐写术：这类题目通常会涉及到密码学和隐写术的知识，要求参赛者理解和分析各种隐写术和密码学的技术。

这需要参赛者具备密码学和隐写术的知识和技能。

在解决 Checkin 题型时，参赛者需要仔细阅读题目，理解题目的要求和限制条件，然后利用自己的知识和技能进行分析和解决。

同时，还需要注意时间限制和效率问题，尽可能快速准确地解决问题。

checkin和checkout的权限"Check-in" 和"check-out" 通常用于版本控制系统和文档管理系统中，用于控制对文件或文档的访问和编辑权限。

这两个术语通常与权限管理相关。

1. Check-in：在版本控制或文档管理系统中，"check-in" 意味着将已编辑或修改的文件或文档上传到系统中，以供其他用户查看或编辑。

一旦文件被"check-in"，其他用户可以查看它，但通常需要特定的权限才能进行编辑。

2. Check-out："check-out" 是指从版本控制或文档管理系统中请求某个文件或文档的编辑权限。

当你 "check-out" 一个文件时，它会从系统中锁定，其他用户无法编辑它，直到你 "check-in" 或释放它。

权限管理通常涉及以下方面：
•读取权限：允许用户查看文件或文档。

•编辑权限：允许用户修改文件或文档。

• Check-out 权限：允许用户锁定文件以进行编辑。

• Check-in 权限：允许用户上传修改后的文件或文档。

•发布权限：允许用户发布文件或文档，使其对其他用户可见。

•删除权限：允许用户删除文件或文档。

这些权限可以根据系统和组织的需求进行配置和管理。

通常，权限管理是为了确保文件或文档的安全性和完整性，并确保只有授权的
用户可以编辑或查看特定内容。

不同的系统和工具可能具有不同的权限设置方法和术语，但核心概念通常是类似的。

护学岗打卡流程【中英文版】Title: Check-In Process for School Security PostsTitle: 护学岗打卡流程---Firstly, all staff assigned to school security posts must complete the check-in process upon arrival and departure from their assigned locations.首先，所有被分配到护学岗的员工必须在到达和离开指定地点时完成打卡流程。

---The check-in process involves scanning a QR code using the designated security app on their mobile devices.打卡流程包括使用手机上的指定安全应用程序扫描二维码。

---Upon successful check-in, the staff member"s location and timestamp will be recorded in the system for tracking and monitoring purposes.成功打卡后，员工的位置和时间戳将被记录在系统中，以供跟踪和监控使用。

---In case of any emergencies, the school security team can quickly locate and respond to the situation based on the real-time data provided by the check-in system.在紧急情况下，学校安保团队可以根据打卡系统提供的实时数据迅速定位并响应情况。

---The check-in process also serves as a deterrent against unauthorized absences and helps ensure that all security personnel are present and accounted for during their scheduled shifts.打卡流程也有助于防止未经授权的缺席，并确保在预定班次期间所有安保人员都到岗并记录在案。