1、国际酒店前厅部手册-前厅部Front Office前台服务程序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。LOCAL STANDARD OPERATING PROCEDURES本地标
2、准操作程序LSOP No.:RM FO GS -001Effective Date:Nov 1Division:RoomsRevised Date:Section:Front OfficePrepared by : JeffreyApproved by:_SUBJECT标题:Code for guest service 宾客服务定义_OBJECTIVE目的：To ensure all Front Office ambassadors are aware the importance of guest service, always provide guest with friendly, ef
3、ficient, professional service. Last a good renaissance impression with each single guest.确保每一位前厅部大使意识到宾客服务的重要性，总是以友好，迅速，专业的为每一位客人提供服务。让每一位客人留下对万丽酒店良好的印象。POLICY政策：1. All guests should be served and treated in a courteous manner at all times, as they are the most important persons in the hotel. 在任何时候，
4、前厅部员工都应礼貌地接待每位客人，因为客人是酒店里最重要的人2. All associates should strive to fulfill guest needs whenever possible, in order to make their stay a most enjoyable one. 所有员工都应尽力满足客人需求，使客人在本酒店居住愉快PROCEDURES 程序： 1. The guest is the most important person in the hotel.客人是酒店里最重要的人。2. The guest is not dependent on us -W
5、e are dependent on the guests.客人并不依靠我们而是我们依靠客人。3. The guest is not an interruption of our work; he/she is the purpose of it. 客人并不会打扰我们的工作，客人是我们工作的意义所在。4. The guest does us a favor when he/she stays in our hotel; we are not doing him a favor by serving him.客人在本酒店居住是给我们一个展现优质服务的机会。5. The guest is one
6、who brings his/her needs; it is our job to exceed his/her expectations.客人在本酒店的需求我们将尽力满足，并努力提供物超所值的服务。6. The guest is deserving of the most courteous and attention treatment we can give.客人应该享受到酒店能提供的最热心、周到的服务Reviewed by : Approved by: _ Division Head General Manager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
