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: 48TASK任务: Confidential service procedureEQUIPMENT REQUIRED: Fidelio SystemWHAT TO DO要做什么HOW TO DO如何去做WHY为什么Check in the computerNote down on action formCall telephone operator.Key in the
3、computerReceiving the call for confidential guestIf the caller wants to leave message.Upon guest claim for confidential service, politely inquire guest name and room number and confirm in the computer.Take down the guest requirement and repeat the details to the guest.Inform telephone operator immed
4、iately.Request operator to repeat the details. Inquire the operators name.Make a remark beside the guest name and key in computer.“ Good morning, front desk, this is May, may I help you?”“ I am sorry Sir, we dont have Mr. Tan registered in our system so far.” Check with the caller if he needs to lea
5、ve message:“ Would you like to leave a message for Mr. Tan, I will pass it to him if he check in later. Take down the message and explain the situation to the guest before passing the message to his room.To ensure the guest is in house guest and room number is correct.To ensure to get correct and fu
6、ll information that can help us to provide excellent and precise service.Avoid forgetting the requirement. By taking care of our guest to show that we are sincere in our efforts to please.Ensure to get clear and full information for further tracing. To alert every computer reader clearly to provide
7、consistent service at every time.Respecting guests privacy and ensure we are doing it; its one of the way we are caring the guest.Offer further help. Guest satisfaction is our first concern.High standard of service.PREPARED BY: APPROVED BY: DESIGNATIONFront 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
