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 Room ControllerTASK NO任务编号: 03TASK任务: Room controller working procedure (Page 1of 4) (AM shift)EQUIPMENT REQUIRED: Fidelio, Arrival Report By Time/Departure Report By TimeWHAT TO DO要做什么HOW TO DO如何去做
3、 ITWHY为什么 Collect reportRead hotel room situation , future availability and Occupancy forecastingRead Arrival report Check room status which is blocked for early arrival till 9:00hrsCheck if rooms are vacantBlock showrooms as out of service (Do it in morning shift)Inform relevant departments for sho
4、wroomsPrepare room keys for showroomCollect Arrival & Departure report from Housekeeping room controllerOpen Rooms Management and Hotel Status function in Fidelio system to read and grasp the hotel room status.Read and grasp future room availability and occupancy forecasting in computer through Futu
5、re room availability function Read Arrival report by time and departure report by time and highlight early arrival guest, early check out guest.Check the actual room status which have been pre-blocked one day before.Ensure rooms are vacant, otherwise change room and inform Housekeeping for room chan
6、ging. Blocking room for early arrival guests must be finished by 07:30am.Block show rooms in the computer and enter “ Showroom” as reason.Inform Housekeeping, Room service and Telephone operator of showrooms today.Prepare room keys for show room with key machine held with key envelope. For room assi
7、gnment and blockingRoom assignment and blocking are according to room situation.Clearly understand the various kinds of room availability and future occupancy. These two points will also our room arrangement and forecast for the next 3 daysArrange rooms for early arrival guest at first.Check if any
8、room changeEnsure the rooms are definitely available upon guest check in.In order for the Housekeeping to prepare the room well.Avoid the showrooms are sold by front desk staffs. Communicate with relevant departments.For showing room purposePREPARED BY: APPROVED BYDESIGNATIONFront Office ManagerSIGN
9、ATURE/DATE 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 Room ControllerTASK NO任务编号: 03TASK任务: Room controller working procedure (Page 2 of 4)(AM shift)EQUIPMENT REQUIRED: Fidelio/Arrival Report By Time/Departure Report By TimeWHAT TO DO要做什么HOW TO DO
10、如何去做 ITWHY为什么 Annualize the Arrival Report Block rooms for Sofitel Privilege Card guest and VIP guestBlcok rooms for arrival groupBlock rooms for special request Read Arrival report by time and find out the following:* Total VIP and Sofitel Privilege Card arrival guest.* Total number of arrivals wit
11、hout ETA* Peak arrival times* Types of Special Request e.g. non smoking* Total number of rooms that are needed to be in the pool of vacant clean rooms for the Front Desk receptionist to sell for arrivals without ETA, basing on different room types.Whenever room controller receive the Golden circle &
12、 VIP guest reservation, these rooms should be guaranteed to be blocked at first time.As soon as Sofitel Privilege card & VIP guest rooms are blocked, Housekeeping room controller should be informed regarding the room number, guest type as well as ETA. Other relevant departments should also be inform
13、ed, Room service for amenity preparation, Concierge for newspaper preparation etc.Block rooms for arrival group. Try to block rooms on same floor or closely floors.Block rooms for special request if it must be arranged in advance.(e.g. guest indicate to request Rm 1323.) For logically arranging room
14、sEnsure rooms for Sofitel Privilege card & VIP guest are available at any time.Give enough time to relevant departments for preparation. Provide convenience to both guests and hotel staff by blocking rooms on same floor or closely floors.Ensure guest request is met PREPARED BY: APPROVED BYDESIGNATIO
15、NFront Office ManagerSIGNATURE/DATE 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 Room ControllerTASK NO任务编号: 03TASK任务: Room controller working procedure (Page 3 of 4)(AM shift)EQUIPMENT REQUIRED: Fidelio/Arrival Report By Time/Departure Report By Ti
16、meWHAT TO DO要做什么HOW TO DO如何去做 ITWHY为什么 Continue to block rooms for arrival from 9:00hrs till 17:00hrsBlock rooms for arrival guests with arrival time Block rooms for arrival guests without arrival time According to arrival report, block rooms for arrival with ETA the for arrival without ETA Block ro
17、oms in time order. Find out the number of arrivals with ETA based on room type & special request during first peak arrival times, block the corresponding rooms in computer and inform Housekeeping room controller the total number of rooms and type needed as well as when Front Office need. Meanwhile,
18、according to the arrival report, find out the most booked room type and the amount of room, inform Housekeeping room controller to clean room.Note: 1) All room blocking in time sequence, meansAt first arrival peak time-block rooms for arrival with ETA -block rooms for arrival without ETA.-Second arr
19、ival peak time-block rooms for arrival with ETA-block rooms for arrival without ETA-Third peak arrival time.2) If find the guests book rooms through same company, try to arrange them together. According to ETA of arrival guests, arrange room in time sequence.Guest request will be met and room is pre
20、pared well when guest check in. According to arrival tends, assign some estimated number of rooms for arrival without ETA and walk in guest. PREPARED BY: APPROVED BYDESIGNATIONFront Office ManagerSIGNATURE/DATE 签名/日期DESIGNATIONSIGNATURE/DATE 签名/日期DEPARTMENT部门: Front Office前厅部 JOB TITLE职务: Receptioni
21、st前台接待 Room ControllerTASK NO任务编号: 03TASK任务: Room controller working procedure (Page 4 of 4)(AM shift)EQUIPMENT REQUIRED: Fidelio/Arrival Report By Time/Departure Report By TimeWHAT TO DO要做什么HOW TO DO如何去做 ITWHY为什么 Block back to back roomsPrepare registration card and welcome booklet for arrival gues
22、tThroughout the shift to continuously monitor on all due out rooms especially those blocked for arrivalsPassover to the afternooon shift. . Blocking back to back room can only be done without any other selection. At first, confirm in house guest check out time, only when check out time is at least 1
23、 hour prior to new guest arrival, we can block room for arrival guest. Prepare room keys and registration cards for all reservation which have been blocked vacant rooms. For those blocked for arrivals with due out rooms, once checked out, to encode the key and slot in the welcome booklet and registr
24、ation card. Continue to monitor the turn over of the rooms status from vacant dirty to vacant clean by coordinating closely with Housekeeping room controller.Passover all outstanding arrivals after 17:00hrs and departure to afternoon shift room controller. In house guest may extend, check out time m
25、ust be confirmed be blocking.Enough time should be given to Housekeeping to rush room. Well preparation is the first step of express check in.Ensure the rooms provided for guests check in are vacant clean before guest check in.Keep communication smoothly.PREPARED BY: APPROVED BYDESIGNATIONFront 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
