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: 58TASK任务: Meeting & registering guest (Page 1 of 2) EQUIPMENT REQUIRED: FidelioWHAT TO DO要做什么HOW TO DO如何去做 ITWHY为什么 Go to airport to meet guest Meet guest at the airportGreet guest and e
3、scort to limousineMake a registration for guest on the car.Bring guests registration card, welcome booklet, and room key to the airport to meet guest.Make sure guests name is correctly written on signage and check on arrival timeStandard phrase to be used: Good morning/afternoon/evening, Mr/Ms.xx, w
4、elcome to Hainan or welcome back to Hainan.Take guests luggage and escort to the car.On the car, present the registration card to guest, say “ Mr./Ms.xx, please check if your information what we have are still updated and sign your registration card.”Verify if same credit card will be used as stated
5、 in the reservationInquire the necessary information from guest, e.g. FFP details, Flight reconfirmation.Use mobile phone to call Rooms Controller and inform of guests last name, pieces of luggage and approximate arrival time at hotel.If Guest is Sofitel Privilege card guest has agreed to the upgrad
6、e, advise Rooms Controller of room change and agreed rate change. Prepare well to make registration for guest on the car.Provide our precise service to show our most attention to guestUse our courtesy words to greet guest. Make sure the information is correct.Anticipate guests request.Inform hotel s
7、taffs to prepare well to receive 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: Receptionist前台接待 TASK NO任务编号: 58TASK任务: Meeting & registering guest (Page 2 of 2) EQUIPMENT REQUIRED: FidelioWHA
8、T TO DO要做什么HOW TO DO如何去做 ITWHY为什么 Arrive at hotel and unload guests luggage Upon arrival at the hotel, bellman unloads the luggage onto a trolley. Guest service office escort guest to the room. Help guest to handle luggage and show guest to room directly without waiting at Front desk counter PREPARED BY: APPROVED BYDESIGNATIONSIGNATURE/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
