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-002Effective Date:Nov 1Division:RoomsRevised Date:Section:Front OfficePrepared by : Approved by:_SUBJECT:Front Office Personal Grooming 前厅部个人仪表_OBJECTIVE目的：To ensure all Front Office ambassadors are strictly follow personal grooming standard according to renaissance brand stan
3、dard.确保每一位前厅部大使严格执行万丽酒店个人仪容仪表要求。POLICY政策：All Front Office associates will present a clean, tidy and professional image前厅部所有员工必须具有整洁、专业的仪容仪表。PROCEDURES 程序： Males:男性1. Hair should be regularly, neatly groomed, off the collar, and maintained in natural color. Side burns may not exceed 5 cm2. 头发清洁、梳理整齐、
4、发色自然、头发长度不超过衬衫衣领，鬓角不超过5公分。3. Nails must be kept clean, short and well trimmed.指甲修剪整齐、保持清洁。4. All male associates should be clean at all times whilst on duty.身体干净无异味。5. Moustaches are not permitted in front of house areas.不可蓄留络腮胡。6. Beards are not permitted.不可蓄留胡须。7. After-shaves or other fragrances
5、may be used in moderation.须后水或其它清淡的香水可以使用。8. Showers must be taken before start shift.每天开始当班前需淋浴。Female:女性1. Clear or flesh colored nail polish is acceptable.指甲修剪整齐，可使用无色、透明指甲油。2. Hair must be washed, dried, neatly combed and arranged in attractive and easy to maintain style. Hair color should appea
6、r natural.头发清洁、发色自然，按酒店标准整齐地梳理。3. Perfume or other fragrances may not be used in moderation.不可使用浓郁的香水。4. Showers must be taken prior to start of shift.每天开始当班前需淋浴。5. Conservative use of make-up for natural look is preferred.上班前应适当修饰，化淡妆。6. One pair of earrings, they should not be large or gregarious
7、and under 1 cm. in size.可以佩戴一对耳环，长度不能超过1厘米。7. One ring is acceptable, if wedding or engagement ring.可以佩戴一枚结婚戒指或订婚戒指。8. Shoes must be closed in court shoe style; stockings are to be worn at all times.穿着酒店规定的长统丝袜和工作鞋。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
