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.:RM-FO-GS-11-02Effective Date:Division:Rooms办公室Revised Date:Section:Front Office前厅部Prepared by : Approved by 批准人:_SUBJECT:Guest Request Confidential Stay 客人要求保密入住_OBJECTIVE目的：To ensure all guests request about confidentiality stay are fully achieved.确
3、保客人保密入住的要求被彻底满足。POLICY政策：Confidential stay request (some guests may ask that no one disclose that they are staying in the hotel) - In this situation, inform the caller politely that the guest is not staying in the hotel.对于要求提供“全保密服务”的客人(即住店客人不想被其他人知道其入住在本酒店)，应礼貌并有技巧地回答本酒店没有这位客人入住。PROCEDURES 程序： 1. R
4、eception have to confirm with the guest weather all telephone can not transfer to guest room, write down the requirement and inform DTS .前台接待员在客人登记入住时就必须与客人确认清楚是否所有查询电话都不能接转至客人房间，并立即将客人要求通知DTS.2 When reception get the requirement when checking in ,He or She should inform DTS as well as mark out in O
5、pera system. Mark * before guest name. DTS ambassador should set up the “ Do not disturb ” in telephone system after the acknowledge.当前台大使在客人登记入住时得到此要求时，应立即通知DTS，同时需在电脑系统中注明 。标准为在客人姓名前标注”*” DTS员工得到通知后须立即为客人在电话系统中设置“免打扰”功能 .3 The reception should write it down appropriately and inform the others. Mak
6、e sure the rest of reception know the requirement of the guests. 前台员工应正确记录在交班本上并做交接，确保部门每位员工知道客人的要求。4 When receiving the phone, answering politely and technically that can not find the guest and his reservation. Suggest the caller to leave a message, so as to follow up.Such as: “Sorry, We can not fi
7、nd it, weather He/She check in with different name?Would u like to leave a message? We will try to look over with another way. Our system only recognizes the registered name. ”当有来电者询问时，要礼貌并有技巧地回答本饭店系统查找不到这位客人入住及其预订。建议来电者如有急事可以留言，我们可以继续查看。如: “对不起,我们系统里查不到此人,他是否用其他名字登记入住呢? 或您方便留言吗? 我再通过其它方式查查看.我们电脑系统只
8、默认登记的姓名”5 Must write down the guests requirement on the Log Book, White book ,Do not disturb book, So as the next shift will follow up .务必将客人的所有要求记录在Log Book,白板,请勿打扰登记本上, 以便下个班次查看.6 When the guest require confidential stay, We can not transfer telephone to guest room, even though the caller or the v
9、isitor offer the right name.客人有要求秘密留宿时, 是绝不能转接电话到客人房间的, 即使客人提供正确的名字.7 If the caller says firmly that he knows the guest room number. In this circumstance, We can answered like these“ Do you know when he check in ? please wait on the line for a moment, I will have a check .”And then hold the line cal
10、l the guest right away asking for instruction. 如果来电者很坚定并说是在店客人告知其房号的, 此情况我们可以这么答复:“问您知道他什么时候入住吗?/ 您方便在线等候一会儿”我再查查看.”然后立即Hold线,马上给给在店客人房间打电话请示并告知所有情况.听从客人的指示.8 If the guest insisting to connect the guest, inform the GSM.如果客人坚持联系住店客人，可通知宾客服务经理。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
