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1、PROPERTYDEPARTMENTJOB TITLEMAIN TASK NO. / DESCRIPTIONSUB TASK NO. / DESCRIPTIONPage 1 of 2OPACFront OfficeCustomer Service Representative Front Desk4. Guest ServicesNot ApplicableSNTASK ELEMENTSTASK STANDARDS/KEY POINTSSKILLS & KNOWLEDGE / TRAINING GUIDELINES4.6Late Check-Out RequestSTEPS1. Check r
2、oom availability in Fidelio 2. Inform guest of the late check-out charges according to his request3. Note in Fidelio the departure time and the appropriate chargesRequests are granted depending on availability of the apartment and appropriate charges are applied. Guest should be informed of the corr
3、esponding charges. Type “ctrl l”, find apartment number and check if it is not blocked for the day. If it is, politely decline guests request by saying, “I regret Mr./Ms. Guest that your room needs to be vacated by 12:00 noon. We will need some time to prepare the room for the arrival of another gue
4、st. I sincerely apologize for this situation. Is there anything else I can assist you with?” If possible agree on a time that the room must be vacated. If able to grant request, proceed to step 2. Check-out by 6:00 p.m. = day rate; Check-out after 6:00 p.m. = whole day rate. Say, “Mr./Ms. Guest, we
5、will extend your stay as youve requested and Id like to inform you a half /whole day room rate will be applied.” Type “ctrl o; search for guests name; encode departure time and applicable charges.PRE-REQUISITES Use of FidelioPREPARATION OJT HOURS (25 mins.) Intro 5 mins. Demo 3 min. Demo w/exp 5 min
6、s. Guided Practice - 5 mins Practice 4 mins. Test 3 mins.PROPERTYDEPARTMENTJOB TITLEMAIN TASK NO. / DESCRIPTIONSUB TASK NO. / DESCRIPTIONPage 2 of 2OPACFront OfficeCustomer Service Representative Front Desk2. Check-Out2.2 PaymentSNTASK ELEMENTSTASK STANDARDS/KEY POINTSSKILLS & KNOWLEDGE / TRAINING G
7、UIDELINESSTEPS (contd)4. Check if there is transportation arrangement in Fidelio5. Thank guest and offer further assistance If transportation has been arranged, inform Transportation desk If none, ask guest if he/she requires. Say, “Mr./Ms. Guest, would you like me to arrange transportation for you?” If so, inform Transportation Desk. Say, “Thank you Mr./Ms. Guest, should you need bellmans assistance upon check-out please do call us up at Customer Services.”
