Quy trình phục vụ khách sạn BamBooGreenII

a.Quy trình đón tiếp:

Đây là khâu rt quan trng quyết định s đi hay ca khách .Vì thế nhân viên l tân phi nm vng kiến thc v khâu này                 

 

 

 

 

 

 

 

 

Bng 5:Sơ đồ quy trình đón tiếp và sp xếp ch cho khách

 

 

 

        

                                        

 

 

        

 

 

                                                

                                                                                                                 

Bước 1: Khi khách đến khách sn nhân viên l tân luôn nim n sng sàng đón tiếp khách .Mm cười khi nói chuyn vi khách để to bu không khí.

Bước 2: Xác định vic đặt phòng trước ca khách sn.

* Khách có đặt phòng trước :

– Hi tên khách và tìm h sơ đăng ký khách đã chun b trước

– Xác định li các thông tin và loi phòng ca khách

– Tiến hành làm th tc đăng ký

* Khách không đặt phòng trước (khách vãng lai)

– Nhn yêu cu ca khách .

– Xác định kh năng đáp ng ca khách sn.

– Tha mãn và thuyết phc khách

Bước 3: Làm th tc đăng ký.

– Mượn giy t tu thân ca khách

Đin vào các loi phiếu trong h sơ đăng ký ca khách

– Ly ch ký ca khách vào các yếu t đăng ký

Bước 4: Xác định phương thc thanh toán ca khách .

– Xác định giá phòng vi khách

– Xác định đối tượng thanh toán và phương thc thanh toán.

Bước 5: B trí bung và giao chìa khoá cho khách.

– Căn c tình trng phòng thc tế và khách sn ti thi đim đó, căn c vào yêu cu ca khách và kết qu tho thun ca khách, nhân viên l tân chn phòng thích hp nht để b trí cho khách.Sau đó nhân viên thông báo s phòng và giao chìa khoá cho khách .

Bước 6: gii thiu vài thông tin v các du lch trong khách sn.

– gii thiu v chính sách ưu đãi ca khách sn.

– gi thiu cho khách v mt s qui định ca khách sn v :gi phc v ăn ung ,gi tr bung ,gi m ca nhà hàng và các dch v khác.

Bước 7:Đưa khách lên phòng :

Nhân viên l tân cn nhanh chóng thông báo cho b phn có trách nhim liên quan đến vic phc v khách, nhân viên vn chuyn hành lý để đón và nhn khách lên phòng theo b trí .

Bước 8: Hoàn tt h sơ cp nht thông tin.

Sau khi khách đã lên phòng nhân viên l tân cn hoàn tt nhng công vic tiếp theo:

– Hoàn tt h sơ chuyn giao cho thu ngân.

– hoàn tt các thur tc đăng ký tm trú cho khách.

– Nhp các d liu v khách để lưu gi và theo dõi tình trng phòng.

– thông tin v khách mi đến lưu trú cho các b phn liên quan để phi hp phc v khách .

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