1、Standard Operation Procedures / Front Desk标准操作程序/前台STANDARD OPERATION PROCEDURES标准操作程序RECEPTIONIST前台接待国际酒店管理手册前厅/客房/餐饮/营销/工程/保安/质检/人事/行政/资料DEPARTMENT部门: Front Office JOB TITLE职务: ReceptionistTASK NO任务编号: 52TASK: Purchasing of traveling ticket (page 1 of 2)EQUIPMENT REQUIRED设备要求设备要求:WHAT TO DO要做什么要做什
2、么HOW TO DO如何去做如何去做WHY为什么Upon obtaining requestNote down the information detail.3.Contact ticket office.When the request is made, take out the “ air-ticket reconfirm envelope immediately, take down the following information and fill them in both the envelope front page and claim slip part first:a. Gu
3、est name b. Total ticketc. Room numberd. Guest contact numbere. Taken byThe following information detail must be obtained from guest:a. Receiving dateb. Itinerary (From to)c. Flight / Train number, date, timed. Classe. Guest special requestf. Staff signatureAsk guest whether we need to arrange trans
4、portation service.Call airline office in front of the guest if possible and inquiring seats availability, if seats available, reserve the seat immediately (For air-ticket you must obtain the reference code from the airline office and write down on the envelope).Explain to guest that we need to go to
5、 the airline office to purchase the ticket. If the seat is not available, ask guest to give second choice or put guest on the waiting list. Check with airline office about the seat later. To show hotel courtesy and efficient working attitude.To ensure the ticket goes back to the right person.To ensu
6、re guests needs are attended to and easy for colleague to follow up.To provide more for the guest and make more revenue for the hotel.To provide more for the guest.Keep guests awarenessTo provide the best service. PREPARED BY编写人: APPROVED BY批准: DESIGNATION名称Front Office Manager前厅经理前厅经理SIGNATURE/DATE
7、签名/日期签名/日期DESIGNATION名称SIGNATURE/DATE签名/日期签名/日期DEPARTMENT部门: Front OfficeJOB TITLE职务: ReceptionistTASK NO任务编号: 52TASK: Purchasing of traveling ticket (page 2 of 2)EQUIPMENT REQUIRED设备要求设备要求:WHAT TO DO要做什么要做什么HOW TO DO如何去做如何去做WHY为什么Check with guest about payment.5.Inform the guest the outcome.6.Refer
8、ence at front desk7.Note: Front desk must explain to guest that in order to protect guest security, so the ticket can not be delivered to his room when guest is out.If guest prefer to pay cash, count the money in front of the guest, keep the money into the envelope and send down to BC air-ticket off
9、ice to purchase.If guest prefer to charge to room, cash paid out voucher is to be raised. Fill in the correct balance, plus 5% service charge and explain to guest. Ask guest to sign on the voucher, pass this voucher and envelop to concierge to purchase the ticket. Inform guest when the ticket is ava
10、ilable.Leave a message to guests room that his ticket has been purchased and ready at front desk. Inquire whether guest prefers to pick up by himself or wants the bellboy to deliver it to his room. Ask guest for any additional service like limousine booking or wake up call.After ticket return to the
11、 guest, keep the envelope at front desk until guest check out, for record. Ensure the money is correct.To show our courtesy and protect guests profit.Ensure the ticket goes back to right person.Do more for guest to show your warm and nature careEasy for trace back.PREPARED BY编写人: APPROVED BY批准: DESIGNATION名称Front Office Manager前厅经理前厅经理SIGNATURE/DATE签名/日期签名/日期DESIGNATION名称SIGNATURE/DATE签名/日期签名/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、SOP5
