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1、PROPERTYDEPARTMENT JOB TITLE MAIN TASK NO. / DESCRIPTION SUB TASK NO. / DESCRIPTION Page 1 of 2OABFRONT OFFICECUSTOMER SERVICE REPRESENTATIVE1. CUSTOMER SERVICES1.1 CHECK IN PROCEDURESNTASK ELEMENTSTASK STANDARDS/KEY POINTSSKILLS & KNOWLEDGE / TRAINING GUIDELINES1.1.1Preparation Prior to Guest Arriv
2、alInformation in registration card and key to be prepared completely for smooth check-in and welcome of our guests.PRE-REQUISITES How to use Comanche How to type registration cardPREPARATION Registration card Sample of clear holder with Information (maps), Benefits Sheet & Misc Price Items List Room
3、 keys/key pocket Sample of invoice Sample of agreementOJT HOURS (35 min) Introduction-2min Demonstration-5min Demonstration with explanation-8min Guided Practice with feedback-10min Practice-5min Test-5min.STEPS1. Prepare the registration card2. Prepare the information of the property3. Prepare the
4、key pocket Type the information of guest name, apartment number & arrival/departure date on the registration card accurately. The company name and email address should be entered if we have them in advance. Put the registration card in a new plastic clear holder with the following in step (2). The L
5、ocal map, Subway map, Residents Benefits Sheet and Miscellaneous Items Price List should be put in a clear holder behind the registration card. The key pocket should be handwritten with the apartment number and arrival/departure date. Put a small local map (Chinese/English/Japanese) in the key pocke
6、t Apartment key will be prepared and placed in the key pocket for arrival guest in advance. One key per occupant is placed in the key pocket. If the apartment will be occupied by adults and children, prepare the number of room key equivalent to the numbers of the adults (Guests above 18 years old ar
7、e considered adults) If guest request for keys for their children, prepare accordinglyPROPERTYDEPARTMENT JOB TITLE MAIN TASK NO. / DESCRIPTION SUB TASK NO. / DESCRIPTION Page 2 of 2OABFRONT OFFICECUSTOMER SERVICE REPRESENTATIVE1. CUSTOMER SERVICES1.1 CHECK IN PROCEDURESNTASK ELEMENTSTASK STANDARDS/K
8、EY POINTSSKILLS & KNOWLEDGE / TRAINING GUIDELINES1.1.13. Prepare the key pocket(continued)4. Check the invoice and agreements which were prepared by Sales associates Mail Box key is prepared with apartment number and placed in the plastic clear holder. Check that the hard copies of invoice and agree
9、ments are prepared according to the conditions of the contract of each guest: The rent for the first month should be settled in advance. For stays over 3 months, one months rental deposit is required Apartment arrival inventory list should be prepared by HSKP The copy of agreement and invoice should attached behind the materials mentioned at step 2, and the Inventory List is the last.
