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: 05TASK任务: Monitoring Room Status EQUIPMENT REQUIRED: Fidelio workstationWHAT TO DO要做什么HOW TO DO如何去做WHY为什么Block room to the arrivals with vacant clean status.Monitor rooms with vacant dirt
3、y status.Monitor rooms with back to back status.Referring to Arrival Report By Time,Assign room for the next arrival 30 minute before ETA. Assign room according to guest references or request.Work very closing with housekeeping receptionist. According to the arrival guest time, make dirty to clean r
4、oom.Constantly monitor these rooms by checking the room status in FidelioBack to back status are the best assignment of monitor the room status. Make sure you get the previous guest check out time. And allow enough time giving housekeeping to release the room.Constantly monitor these rooms by checki
5、ng the room status in Fidelio.Monitoring rooms by vacant clean status is for all the guests when they arrive to check in.For easy in monitoring room status. Upon guest arrival, fist time service can be guaranteed providing.Doing right the very first time.For easy monitoring and follow-up. Guarantee
6、to provide first time service.Room status is continuously changing, as room attendants will immediately update the status whenever they clean the rooms. Update information so as to provide first time serviceTo group these registration-cards together for easy monitoring as well as to identify the roo
7、m status as back-to-back.Room status is continuously changing, as room attendants will immediately update the status whenever they clean the rooms. To guarantee first time service with our sincerity.Consistent service behavior. Professional and efficient service as 5 star standard.PREPARED BY: jAPPROVED 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
