1、国际酒店前厅部操作手册前厅部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。LO
2、CAL STANDARD OPERATING PROCEDURES本地标准操作程序LSOP No.:RMFOGS-07-05Effective Date:Division:Front Office前厅部 前厅部Revised Date:Section:Front Desk 前台Prepared by : Approved by 批准人:_SUBJECT: PSB System Responsibility PSB系统工作职责_ OBJECTIVE目的：Ensure front desk GSA acknowledge of importance of PSB system data input
3、. All Front Desk GSA should treat it seriously when they process this job.确保前台大使意识PSB系统信息输入的重要性。每一位前台大使需严谨对待此项工作。POLICY政策：Front Desk GSA acknowledge of their PSB responsibility and department policy of rewards & punishment.前台大使理解其PSB岗位职责和部门奖惩制度。PROCEDURES 程序： 1. Front Desk GSA前台大使的主要职责是:1) Make sure
4、 all guest is registered.绝对确保无漏单，所以客人登记2) Ensure all registration form attached with guest ID copy before GSO double checked. 确保在宾客服务主任检查前所有客人证件复印件附于登记单后。3) Make sure all information input is correct绝对确保无错单4) All scanned ID card or passport need to be marked on the copy.所有已扫描证件及护照需在复印件上注明已扫描5) Corre
5、ct the problem at the first time 确保在发现错误的信息输入第一时间采取措施修改准确6) Make sure all the data of PSB computer has been sent out timely and double checked.确保所有数据及时上传7) Let all front desk staff sign “PSB responsibility Record” after training.确保每位前台员工在接受培训，熟悉PSB操作规程后，签署“前厅部PSB工作培训记录2. Guest Service Officer宾客关系主任1
6、) PSB GSO work will assign according to duty roster. 每日PSB系统检查班次按照每日GSO排班表进行。2) Make sure ambassador hand over with GSO is clearly, include full fill registration form, copy of ID card & passport, and scan quality and accuracy. GSO shall check registered guest according to actual arrival report from
7、 opera. 确保前台大使于GSO清楚交接， 包括按要求填写登记单，客人证件复印件，检查扫描质量以及信息是否正确。并根据已到店客人报表检查是否所有信息一致。3) Correct any mistakes or follow ups at once. Any mistake GSO should record on front desk logbook for daily case study. 及时更新错误信息以及需跟办事项。如发现任何错误,GSO需在前台交班本上记录并在每日案例学习中分享。4) GSO conduct PSB daily training periodically; make sure update all staff any new policy of PSB at the first time, case study. GSO 定期开展PSB系统培训，确保所有员工意识关于PSB政策的更新，以及案例学习。Reviewed by 审核人: Approved by 批准人: _ Division Head部门主管 General Manager总经理酒店管理手册前厅、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
