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: 61TASK任务: Express check out procedure (Page 1of 1) EQUIPMENT REQUIRED: FidelioWHAT TO DO要做什么HOW TO DO如何去做 ITWHY为什么 Open ECO box to get ECO folder. Sign out the ECO key on the logbookChe
3、ck out the guest from the computer systemSettle bill with EDC machineStamp on the voucher of credit cardFile Send one copy of guests bill folio to guest.Pass Room reservation form to Reservation departmentAfter receiving the ECO folder, guest will read it and sign if they want the ECO. And the drop
4、the ECO folder into ECO box. Every morning, Front desk Supervisor should open ECO box and get ECO folder. Open ECO box at every half hour interval from 6:00am till 10:00am. Then onwards till 24:00hrs at every one hour interval.Every time when the key of ECO box is taken out, it should be signed on t
5、he ECO key sign out logbookAfter getting the ECO folder, check out guest from the computer system. Manually key in the guests credit card number into EDC machine to settle the bill. Once the credit card voucher is printed out from EDC machine, stamp on all copies of voucher with words“Signature On F
6、ile”. Attach ECO slip, guest bill folio, credit card voucher, registration card and all guests checks signed by guest at outlets together and kept in receptionists drawer. At the end of shift, pass to Account department.According to guests request and address or fax number left by guest, mail or fax
7、 one finalized guests bill folio copy to guest If guest has filled in the Room reservation request form, pass it to Reservation departmentGrasp check out room status immediately. Record who and when open the ECO box.Check out guest immediately as soon as getting the ECO folder to update room status.
8、For claiming money from the bankAll material of guest are needed for claiming money from the bank.Meet guests request.Meet guests request.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酒店管理之家
