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: 23TASK: Awaiting Room HandlingEQUIPMENT REQUIRED设备要求设备要求: Fidelio terminalWHAT TO DO要做什么要做什么HOW T
2、O DO如何去做如何去做WHY为什么Register for the guest.Search for vacant dirty room.Feeling and hotel reputationIssue welcome drink couponKeep monitoring the room statusClean in the roomMake registration for the guest according to the registration procedure.If vacant clean room is not available immediately, searc
3、h for vacant dirty room at first and call the Housekeeping to rush rooms.Enough time for cleaning room.Issue the welcome drink coupon to the guest by saying: “Mr. Mrs. XX, the room we blocked to you is under cleaning, and Housekeeping has been informed for rushing room and it may takes about 30 minu
4、tes. May I invite you to have a complimentary drink in our Lobby Lounge and I will let you know as soon as the room is available.”Keep monitoring the room status in the computer.As soon as the room status is changed to the vacant clean, send the room key and welcome booklet to the guest personally.
5、By saying: “Mr./Mrs. XX, I am sorry to have kept you waiting. Now the room is ready, the room number is XX. Thank you for your understanding.”Apologize for the waiting and introduce the bellboy to escort the guest to the room.Check in the room in the system immediately.Help Housekeeping to clean roo
6、ms as needed in order to not keep the guests waiting for a room. This shows our care for the guests.Let guest have time idea. Show our sincerity to serve guest.Courtesy compensation for guest waiting. Let guest feel our humility.Get updated room status at first time.Efficiency service action will le
7、t guest feel our sincerity and humility.Use courtesy service to delight guest.Room connects with the telephone line. Anticipate guest request.PREPARED BY编写人: APPROVED BY批准: DESIGNATION名称Front Office Manager前厅经理前厅经理SIGNATURE/DATE签名/日期签名/日期DESIGNATION名称SIGNATURE/DATE签名/日期签名/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、SOP4
