1、国际酒店前厅部操作手册前厅部Front Office前台服务程序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。LOCAL STANDARD OPERATING PROCEDURES本地
2、标准操作程序LSOP No.:RM FO FD -051Effective Date:Division:Front Office前厅部Revised Date:Section:Reception前台接待员Prepared by : Approved by批准人:SUBJECT:Permanent Folio 永久账单_OBJECTIVE目的：Besides guest charges posted to guest room folios, charges may also be posted to Permanent Folios used for groups, functions, ad
3、ministration etc.客人消费不仅可以入到个人账目中，有些费用如团队消费，宴会消费，行政消费还可以入到单独设立的永久主账单中。POLICY政策：Any PF room related to guest issue must be solved within a week.关于客人方面的永久账单需在一个星期内解决。PROCEDURES 程序： The types of PERMANENT FOLIOS CLEARING ACCOUNTS include for example:永久主账单有以下几种1. Daily Sales每日销售- This will be used for po
4、sting transactions where the charges incurred are not for in-house guest accounts. For example, checks signed by Department Heads or other associates of the hotel, when entertaining in a restaurant.此主账单用作处理非住店客人消费。例如，酒店部门经理或员工在酒店内的签单。2. Late charges客人离店后产生的费用- These are for charges (such as mini-bar
5、) where the guest has already departed and the amount is less than the amount set by the Finance Department for follow up.此主账单用作处理客人离店后产生的费用，例如客人结账后的房间酒水迟帐，迟帐金额低于财务部规定的追帐限额。3. Lost Postings系统跑帐Interface postings, normally telephone, when for some reason the system is down.此主账单用作处理系统跑帐，例如电话系统失灵而产生的跑帐。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
