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: Receptionist Room ControllerTASK NO任务编号: 03TASK: Room controller working procedure (Page 1of 4) (AM shift)EQUIPMENT REQUI
2、RED设备要求: Fidelio, Arrival Report By Time/Departure Report By TimeWHAT TO DO要做什么HOW TO DO如何去做WHY为什么 Collect reportRead hotel room situation , future availability and Occupancy forecastingRead Arrival report Check room status which is blocked for early arrival till 9:00hrsCheck if rooms are vacantBloc
3、k showrooms as out of service (Do it in morning shift)Inform relevant DEPARTMENT部门s for showroomsPrepare room keys for showroomCollect Arrival & Departure report from Housekeeping room controllerOpen Rooms Management and Hotel Status function in Fidelio system to read and grasp the hotel room status
4、.Read and grasp future room availability and occupancy forecasting in computer through Future room availability function Read Arrival report by time and departure report by time and highlight early arrival guest, early check out guest.Check the actual room status which have been pre-blocked one day
5、before.Ensure rooms are vacant, otherwise change room and inform Housekeeping for room changing. Blocking room for early arrival guests must be finished by 07:30am.Block show rooms in the computer and enter “ Showroom” as reason.Inform Housekeeping, Room service and Telephone operator of showrooms t
6、oday.Prepare room keys for show room with key machine held with key envelope. For room assignment and blockingRoom assignment and blocking are according to room situation.Clearly understand the various kinds of room availability and future occupancy. These two points will also our room arrangement a
7、nd forecast for the next 3 daysArrange rooms for early arrival guest at first.Check if any room changeEnsure the rooms are definitely available upon guest check in.In order for the Housekeeping to prepare the room well.Avoid the showrooms are sold by front desk staffs. Communicate with relevant DEPA
8、RTMENT部门s.For showing room purposePREPARED BY编写人: APPROVED BY批准:DESIGNATION名称Front Office Manager前厅经理SIGNATURE/DATE签名/日期DESIGNATION名称SIGNATURE/DATE签名/日期DEPARTMENT部门: Front Office JOB TITLE职务: Receptionist Room ControllerTASK NO任务编号: 03TASK: Room controller working procedure (Page 2 of 4)(AM shift)EQ
9、UIPMENT REQUIRED设备要求设备要求: Fidelio/Arrival Report By Time/Departure Report By TimeWHAT TO DO要做什么HOW TO DO如何去做WHY为什么 Annualize the Arrival Report Block rooms for Sofitel Privilege Card guest and VIP guestBlcok rooms for arrival groupBlock rooms for special request Read Arrival report by time and find
10、out the following:* Total VIP and Sofitel Privilege Card arrival guest.* Total number of arrivals without ETA* Peak arrival times* Types of Special Request e.g. non smoking* Total number of rooms that are needed to be in the pool of vacant clean rooms for the Front Desk receptionist to sell for arri
11、vals without ETA, basing on different room types.Whenever room controller receive the Golden circle & VIP guest reservation, these rooms should be guaranteed to be blocked at first time.As soon as Sofitel Privilege card & VIP guest rooms are blocked, Housekeeping room controller should be informed r
12、egarding the room number, guest type as well as ETA. Other relevant DEPARTMENT部门s should also be informed, Room service for amenity preparation, Concierge for newspaper preparation etc.Block rooms for arrival group. Try to block rooms on same floor or closely floors.Block rooms for special request i
13、f it must be arranged in advance.(e.g. guest indicate to request Rm 1323.) For logically arranging roomsEnsure rooms for Sofitel Privilege card & VIP guest are available at any time.Give enough time to relevant DEPARTMENT部门s for preparation. Provide convenience to both guests and hotel staff by bloc
14、king rooms on same floor or closely floors.Ensure guest request is met PREPARED BY编写人: APPROVED BY批准:DESIGNATION名称:Front Office Manager前厅经理:SIGNATURE/DATE签名/日期: DESIGNATION名称:SIGNATURE/DATE签名/日期:DEPARTMENT部门: Front Office JOB TITLE职务: Receptionist Room ControllerTASK NO任务编号: 03TASK: Room controller
15、working procedure (Page 3 of 4)(AM shift)EQUIPMENT REQUIRED设备要求设备要求: Fidelio/Arrival Report By Time/Departure Report By TimeWHAT TO DO要做什么HOW TO DO如何去做WHY为什么 Continue to block rooms for arrival from 9:00hrs till 17:00hrsBlock rooms for arrival guests with arrival time Block rooms for arrival guests
16、without arrival time According to arrival report, block rooms for arrival with ETA the for arrival without ETA Block rooms in time order. Find out the number of arrivals with ETA based on room type & special request during first peak arrival times, block the corresponding rooms in computer and infor
17、m Housekeeping room controller the total number of rooms and type needed as well as when Front Office need. Meanwhile, according to the arrival report, find out the most booked room type and the amount of room, inform Housekeeping room controller to clean room.Note: 1) All room blocking in time sequ
18、ence, meansAt first arrival peak time-block rooms for arrival with ETA -block rooms for arrival without ETA.-Second arrival peak time-block rooms for arrival with ETA-block rooms for arrival without ETA-Third peak arrival time.2) If find the guests book rooms through same company, try to arrange the
19、m together. According to ETA of arrival guests, arrange room in time sequence.Guest request will be met and room is prepared well when guest check in. According to arrival tends, assign some estimated number of rooms for arrival without ETA and walk in guest. PREPARED BY编写人: APPROVED BY批准DESIGNATION
20、名称Front Office Manager前厅经理SIGNATURE/DATE签名/日期DESIGNATION名称SIGNATURE/DATE签名/日期DEPARTMENT部门: Front Office JOB TITLE职务: Receptionist Room ControllerTASK NO任务编号: 03TASK: Room controller working procedure (Page 4 of 4)(AM shift)EQUIPMENT REQUIRED设备要求: Fidelio/Arrival Report By Time/Departure Report By Ti
21、meWHAT TO DO要做什么HOW TO DO如何去做WHY为什么 Block back to back roomsPrepare registration card and welcome booklet for arrival guestThroughout the shift to continuously monitor on all due out rooms especially those blocked for arrivalsPassover to the afternooon shift. . Blocking back to back room can only be
22、 done without any other selection. At first, confirm in house guest check out time, only when check out time is at least 1 hour prior to new guest arrival, we can block room for arrival guest. Prepare room keys and registration cards for all reservation which have been blocked vacant rooms. For thos
23、e blocked for arrivals with due out rooms, once checked out, to encode the key and slot in the welcome booklet and registration card. Continue to monitor the turn over of the rooms status from vacant dirty to vacant clean by coordinating closely with Housekeeping room controller.Passover all outstan
24、ding arrivals after 17:00hrs and departure to afternoon shift room controller. In house guest may extend, check out time must be confirmed be blocking.Enough time should be given to Housekeeping to rush room. Well preparation is the first step of express check in.Ensure the rooms provided for guests check in are vacant clean before guest check in.Keep communication smoothly.PREPARED BY编写人: APPROVED BY批准:DESIGNATION名称Front Office Manager前厅经理SIGNATURE/DATE签名/日期DESIGNATION名称SIGNATURE/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
