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Purpose Radisson BLU provides guests with courteous, efficient, “Yes, I Can!” service at all times. As a GSR, you often give guest their first impression of the hotel. In fact, to many guests, you are the hotel. A guest’s Radisson BLU experience begins with you. | Цель
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Responsible: FO staff | Ответственные: Сотрудники ОПиР | ||||||
Procedure: 1. Establish a “sense of arrival”. A “sense of arrival” means that you are ready to help guests. You should not be involved with paperwork or other duties when guests are around.
● Greet the guest: - smile warmly and welcome guests - move toward guests and look them in the eye as you speak - call guests by name and welcome them back if you recognize them - be friendly, pleasant and sincere
- make friendly conversation, but don’t be chatty. Guest may be in hurry to get to his room - use the guest’s last name with a courtesy title in your conversation - when there is a line at the front desk, try to make eye contact with each guest who joins the line.
- welcome guests with a nod or a smile. Try to say “I’ll be right with you”
● Ask guests if the hotel is holding reservation for them. According to Russian legislation for registration foreign guests please follow the rules:
· Ask guest for his Passport, Visa (due to the list of countries) and migration card · Make sure that all passport details, name, surname are correct in the reservation. · Make sure that migration card is dated with the border pass stamp no longer than 7 days before the check-in day. If the period more than 7 days, kindly ask the guest for the previous registration form and either Airline ticket+address or passenger coupon+address for this destination. This information is necessary for migration office to prove that guest has arrived and checked-in to the hotel at the same day. In this case hotel doesn’t have any responsibilities and clear with Migration Office.
● If guest for any reason doesn’t have migration card (except when it is not a violation and is accepted by the law and Migration Office, hotel has all authorities to reject for guest accommodation.
| Процедура:
· Если у гостя по какой-либо причине нет миграционной карты (кроме случаев, когда это не является нарушением, соблюдается закон и принимается ммиграционной службой), у отеля есть все права отказать гостю в размещении. · Убедитесь, что все документы действительные. Сделайте 2 копии паспорта гостя, действующей визы для РФ и миграционной карты, при неоходимости, предыдущей формы регистрации и пассажирского купона.
· Все документы должны быть предоставлены специалисту по рестрации граждан для завершения регистрации. · Специалист по регистрации граждан должен быть проинформирован телефонным звонком в дневное время, если любой иностранный гость продлил свое пребывание в отеле. · Пожалуйста, обратите внимание, если все документы не будут правильно собраны на миграционный учет иностранных граждан сотруднику, который неверно зарегистровал гостя, будет выставлен большой штраф. Дата добавления: 2015-09-30; просмотров: 27 | Нарушение авторских прав
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