1、国际酒店前厅部操作手册前厅部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。LO
2、CAL STANDARD OPERATING PROCEDURES本地标准操作程序LSOP No.:RMFOGS07-03Effective Date:Division:Front Office前厅部 前厅部Revised Date:Section:Front Desk 前台Prepared by : Approved by 批准人:_SUBJECT: 主题 PSB Data Daily Check ProcedurePSB 信息日常检查程序_ OBJECTIVE目的：Ensure all guests data in PSB system match with Opera System确保P
3、SB系统客人录入信息与Opera系统符合POLICY政策：Ensure everydays data has been checked by three staffs and one GSO确保每天的数据由三位员工及一位宾客服务主任复查。PROCEDURES 程序： 1. GSO on each shift will check all the PSB computer system data on daily basis.宾客服务主任会负责每天每班次检查:1) Day shift GSO will check data for 2 days and night shift staff wil
4、l check for one day.确保日班员工每天查2天的内容，夜班员工查1天的内容2) All mistakes will be written on PSB problem log area and used as the training material to avoid the mistake happen again.所有检查出的错误均记录在PSB Problem Log 上并作为培训内容。3) Day shift GSO will focus on check the accuracy and night shift front desk GSA will focus on
5、 check same day PSB date with hotel Opera data and the accuracy.日班员工主要负责检查正确率，夜班员工主要负责核查当天数据是否正确，有无漏单情况并检查正确率4) There is one GSO in charge of PSB; make sure everydays data has been checked by 3 Front Desk GSAs.以前台接待员3名,专职宾客服务主任1名计算, 可确保每天的数据由3人检查.2. FOM/AFOM shall random check PSB input; any mistake will give related staff punishment accord to PSB punishment standard. 前厅经理/助理前厅经理将抽查PSB数据输入；如有任何输入错误将按照三亚市公安局出入境条例罚金进行处罚。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
