1、Standard Operation Procedures / Front Desk 前厅部标准操作程序/前台前厅部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
2、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。DEPARTMENT部门: Front Office前厅部JOB TITLE职务: Receptionist前台接待TASK NO任务编号: 25TASK任务: Handling Guest Location Request (Page 1 of 2) EQUIPMENT REQUIRED: Fidelio terminalWHAT TO DO要做什么HOW TO DO如何去做WHY为什么Greeting the guest when the guest approaches the reception cou
3、nter.Check in the computer.Take down guests notice.Offer further assistance.Call telephone operator.Saying: “Good morning, Mr./Mrs. XX, may I help you?”Upon the guest request for location service, politely inquire guests name and room number and confirm in the computer.Politely ask guest for the loc
4、ation place or contacting telephone number and note down on the location form which should include:n Hotel outletsn Blank place for noting down outside place or telephone numberPolitely ask the guest when he/she will return.Repeat the details to the guest.If guest there is no confirmed time when he/
5、she comes back, tell guest by saying: “Mr./Mrs. XX, when you come back, would you please call us to cancel this message?”Tell guest this message will be passed to his/her friend “Mr./Mrs. XX, well tell your friend where you are and how to contact you or well put through your friends telephone number
6、.”Check if anything else we can do for guest. If no, thank guest to finish the talking with guest.Inform telephone operator of the location notice immediately.Request operator to repeat the details.To create a good impression to the guest.To ensure the guest is in houseguest and room number is corre
7、ct. Correct guest information can assist us to provide precise service.For record.To cancel guest location on time. Guarantee our consistent service.To ensure to get clears and full information. Ensure precise service is provided.Alert guest to provide time to let guest feel our care for him/her.Mak
8、e guest feel we are reliable expresses our helpful service to guest.Always remember to do more for guest.Avoid forgetting the notice. Use teamwork to process consistent service.To ensure operator gets clears and full information.PREPARED BY: APPROVED BY: DESIGNATIONFront Office ManagerSIGNATURE/DATE
9、 签名/日期DESIGNATIONSIGNATURE/DATE 签名/日期DEPARTMENT部门: Front Office前厅部JOB TITLE职务: Receptionist前台接待TASK NO任务编号: 25TASK任务: Handling Guest Location Request (Page 2 of 2) EQUIPMENT REQUIRED: Fidelio terminalWHAT TO DO要做什么HOW TO DO如何去做WHY为什么Key in notice in the computerCancel the location notice.Politely in
10、quire the operators name.Keep the location form in the key rack and key in the notice in the computer cancellation time if any. If no specific time, put it TBA.At the designated cancellation time, call guestroom to confirm if the guest has returned or not. If yes, cancel the location notice in the c
11、omputer and file the location notice form.If the guest has not returned, keep contacting guestroom till guest comes back or get further notice.For future trace.To alert other receptionist to provide consistent service at every time.Follow up.PREPARED BY: APPROVED BY: DESIGNATIONFront Office ManagerSIGNATURE/DATE 签名/日期DESIGNATIONSIGNATURE/DATE 签名/日期-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
