1、Standard Operation Procedures / Front Desk 前厅部标准操作程序/前台前厅部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
2、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。DEPARTMENT部门: Front Office前厅部JOB TITLE职务: Receptionist前台接待TASK NO任务编号: 51TASK任务: Changing of flightEQUIPMENT REQUIRED:WHAT TO DO要做什么HOW TO DO如何去做WHY为什么After receiving the request.Contact airline office for changing ticket.3.Inform guest the outcome.When the
3、request is made, check whether the ticket is changeable or not by checking the restrictions.If not, explain to the guest the flight changing policy.Take out the flight confirmation envelope write down:Guest name.Room numberTotal ticketContact numberNew flight number / DateClassTaken byCall the airli
4、ne office in front of guest if possible and inquire seats availability. If seats are available, reserve the seat immediately and obtain the reference code from the airline office, send down to BC air-ticket office to put the sticker on it.If the seat is not available, ask the guest the second choice
5、.Leave the message and inform guest that his ticket has been changed and is ready at front desk. Inquire whether guest prefers to pick up by himself or wants bellboy to deliver it to his room. Try to use voice message by saying: “ Good Morning, Mr. Tan, Im Penny calling from front desk, Please be in
6、formed that your air-ticket from Haikou to Beijing has been changed from 7:30am to 8:30am, the ticket is kept by us please let us know if you need it to be delivered to your room or not.” To show hotel courtesy and efficient working attitude.To work efficiently and give guest the fastest and correct feedback.Ensure the ticket goes back to the right person.Do more for customer.PREPARED BY: APPROVED BY: DESIGNATIONFront Office ManagerSIGNATURE/DATE 签名/日期DESIGNATIONSIGNATURE/DATE 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、SOP酒店管理之家
