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 -020Effective Date:Division:Front Office前厅部Revised Date:Section:Reception前台接待员Prepared by : Approved by批准人:SUBJECT:Request New & Additional Key 发出/复制房间新钥匙_OBJECTIVE目的：Guests will only be given new keys when it has been verified that is the guest必须确认客人是房间登记客人本人POLICY政策：Once co
3、nfirmed guest identification requesting the key is the occupant of the room the key is requested for. 只有当确认客人身份后，才可以给客人核发新钥匙。PROCEDURES 程序： Guest lost key for forgot the key in the room.客人将钥匙丢失或忘在房间1. It is important to first establish if the guest wants a new key or a copy of the original key.分清客人是
4、需要房间的新钥匙还是需要复制房间钥匙。2. The GSA must verify that the guest is occupying the room he/she is requesting a new key for, by matching room number, name and I.D number. If in any doubt, the GSA must ask the guest for more details, such as home address or how the reservation was made etc. and verify this inf
5、ormation in the system. 必须确认客人姓名,房间号码和身份证号码后，才可以给客人做钥匙。如果有任何疑问，必须详细确认信息，例如家庭住址或预订方式等。3. The GSA will then encode a new key card and inform the guest that the old one will not work anymore, or make a copy of the first key if the guest has requested a copy only. The original key will then still be val
6、id.确认后，如果Reception前台接待员给客人重新做了钥匙，告诉客人旧钥匙已经失效。如果给客人复制钥匙，告诉客人原来钥匙仍旧有效。In House Guest Leaves room key to the outside guest住店客人授权外来客人领取钥匙。1. Ensure he/she is the guest who stayed in that room by asking ID.核对身份证件以确保他/她为住店客人本人。2. Let the guest fill in the authorization form. Attach the authorization form
7、with RC.请客人填写钥匙授权书，将此授权书同客人登记卡存放在一起。3. Remind the guest that people who come to pick up key need to show ID card.提醒客人他所授权的领取人在领取钥匙时需出示有效证件。4. Leave message with Opera system.在电脑中注明相应的留言信息。5. When the people come to pick up the key, GSA need to check the ID and let thepeople sign the key authorization form. 当客人来前台领取房间钥匙时，Reception前台接待员核对证件后请客人在钥匙授权书上字。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
