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 OfficeJOB TITLE职务: ReceptionistTASK NO任务编号: 09TASK: Greeting and Welcoming GuestsEQUIPMENT REQUIRED设备要求: Fidelio WorkstationWHAT TO DO要做什么HOW
2、 TO DO如何去做WHY为什么Use standard greetings for the guest.Welcome guest to the hotel.If guest should be kept waiting, thank them for waiting.As the guests approach the reception counter, acknowledge their presence by greeting them at least three meters away from the counter by saying: “Good morning/after
3、noon/evening, Mr./Mrs. XX.” (If name of guest is known, otherwise use Sir or Madam)Establish and keep eye contact with the guest and smile genuinely.Stand upright with an attentive body posture.Saying: “Good morning/afternoon/ evening, welcome to Sofitel Boao.” If the guest is a return guest. Say: “
4、Mr./Mrs. XXX, welcome back to Sofitel Boao.”Say: “Thank you for waiting, Mr./Mrs. XX.”Offer assistance and identify guests name. Say: “May I have your last name, please?”To give a positive impression of the hotel as well as to acknowledge the importance of the guest in the hotel to raise the self es
5、teem of guests by addressing them by their name. To let guest feel home away from home service. RespectTo show that you are genuinely willing to serve the guest. SincerityA good body posture indicates good grooming and confidence. Showing humility and respect to guest.To make guests feel at home as
6、well as delight guest with calling guests name proudly. RespectTo acknowledge that the guest has been waiting and that their patience is appreciated. Care about guest feelings. Show careTo retrieve reservation from Fidelio. Make the guest feel friendly and courtesy. Warm and natural care.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、SOP3
