1、国际酒店前厅部操作手册前厅部Front Office前台服务程序LOCAL STANDARD OPERATING PROCEDURES国际酒店管理资料手册International Hotel Management Information Manual前台是展示酒店的形象、服务的起点。对于宾客来说，酒店大堂前台是接触我们酒店的第一步，是对酒店的第一印象，是非常重要的。 制定前厅部标准运作程序手册的目的制订本手册是为了说明酒店管理前厅部标准运作的政策和程序，确保前厅部运营及管理工作的一贯性。向前厅部工作人员提供日常工作及培训的指导。使前厅部员工了解前厅的作用，了解前厅运作及管理的政策和程序。LO
2、CAL STANDARD OPERATING PROCEDURES本地标准操作程序LSOP No.:RM FO GS -13-03Effective Date:Division:Front Office前厅部Revised Date:Section:ReceptionPrepared by : Approved by 批准人:SUBJECT:Guest Request & Action 记录并完成宾客要求_OBJECTIVE目的：Guest request is the first priority during our daily job.客人需求需永远放在每日工作的第一位。POLICY政策
3、：Requests received directly from guests or through guest service center must be properly recorded and handled immediately.客人的要求必须准确记录并立刻落实。PROCEDURES 程序： 1. There are various requests that a guest can make during their stay. These requests must be recorded and action taken to meet the request. The G
4、uest Service Manager must monitor these requests, so changes can be instigated in the service delivery to meet and exceed the guests expectations. 在居住期间，客人有可能提出各种要求，客人的要求必须准确记录并立刻落实。宾客服务经理负责整理客人要求，以便改进工作并超越客人的期望。2. There are two types of guest requests. One is requests that can be answered immediate
5、ly. The second type is requests that might need communication with other departments.客人要求可以分为两种。第一种要求是自己部门可以解决的要求，第二种是需要其它部门协助解决的要求.3. When a request is received from a guest, listen to the guest request carefully and decide what action can be taken. Advise the Guest of the action, Contact the appro
6、priate associates, and forward the request. Ask the associates to report back to you on completion of the task. Check so the task has been completed if no confirmation has been received within 20 minutes, or earlier depending on the nature of the request.当接受客人要求时，仔细聆听并思考如何解决。告诉客人采用的解决方式。联系相关部门，转达客人要
7、求。要求相关部门完成后通知结果。根据客人要求的内容在20分钟后或指定的时间如果没有结果，要打电话核实客人的要求是否已落实。4. The Duty Engineer will be called for any urgent maintenance problems in occupied Rooms办公室, such as以下紧急维修可以联系值班工程师：n Air Conditioning not working房间空调不工作n No Hot Water无热水n Television not working房间电视维修5. The Housekeeping Coordinator can be
8、 contacted for: 以下情况可以联系管家部：n Make up room requests房间打扫n Change in departure date for a guest更改客人的离店日期n Requests for “rush” Rooms办公室 to be cleaned赶房情况n Delivery of additional room items and items for loan送备品和出借物品6. Housekeeping can be contacted for requests for laundry and dry cleaning collection from guests Rooms办公室.客人要求洗衣服务时可以联系客房部.Reviewed by 审核人: Approved by 批准人: _ Division Head部门主管 General Manager总经理酒店管理手册前厅、客房、餐厅、人事、保安、工程、营销、行政、总经办开业、入职、招聘、设计、程序、标准、SOP酒店管理之家
