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。JOB TITLE职务: Receptionist前台接待 TASK NO任务编号: 32TASK任务: Check out guest with deposit refund (Page 1 of 3)EQUIPMENT REQUIRED: Fidelio work station/Bill folio/Cash refund voucherWHAT TO DO要做什么HOW TO DO如何去做 ITWHY为什么Greeting guestInquire guest room number.Inquire g
3、uest if there is any mini bar consumption in the room.If guest has hold one bill folio, just match the amount of bill folio with the amount in computer Print out bill folio.Withdraw guest registration card and guest check from bucket.Confirm balance with guestInitiate to greet guest with smile, say,
4、“Good morning/Good afternoon/Goodevening, Sir/Madam, May I help you.”Keep body straight up and eye contact.If guest claim to check out, say,“Sir/Madam, May I have your room number and your room key, please.”collect back key at the same time.Politely ask guest” Mr/Ms.XX, Do you use your mini bar in y
5、our room last night.” If guest use mini bar, write what guest has used on Mini bar list and post the charge in computer. If guest hold one bill folio prepared by front desk and sent to his/her room, just match bill amount on the folio and amount in computer to see if they are same.If guest have no p
6、repared bill folio/or have new posting , print out guest folio for guest review, say “ Mr./Ms.XX., Here is your bill folio, would you please have a look.”Draw out guest registration card and all guest checks from guest bucket ready for guest checking.Confirm balance with guest, if balance is credit,
7、 say “Mr/MsXX, your credit balance is RMB310 which will be refunded to you, am I right”.Initiate to greet guest to show our courtesy and sincerity to be ready to serve guest at first time and every time. To get accurate guest information so as to provide precise service.Avoid any late charge after g
8、uest departure, use our politely manner to show our courtesy and respect to guest. If amount are same, it is unnecessary to print out bill folio, time is saved.Let guest have a check to avoid any dispute. Respect guest right, delight guest with our honesty and friendly service. Prepare all necessary
9、 materials well in case guest want double check, anticipate guest request to show our genuine service.Respect guest decision right, let guest feel our humility and self esteem.PREPARED BY: APPROVED BYDESIGNATIONSIGNATURE/DATE 签名/日期DESIGNATIONSIGNATURE/DATE 签名/日期 DEPARTMENT部门: Front Office前厅部 JOB TIT
10、LE职务: Receptionist前台接待TASK NO任务编号: 32TASK任务: Check out guest with deposit refund ( Page 2 of 3)EQUIPMENT REQUIRED: Fidelio work station/Bill folio/Cash refund voucherWHAT TO DO要做什么HOW TO DO如何去做 ITWHY为什么Collect Deposit receipt.Prepare paid out voucher Invite guest to sign on paid out voucherPosting c
11、ash refund in computer.Check out guest folio in computerPrint out one bill folio Counting cash for guest.Give the guest bill folio to guest.Politely collect deposit receipt from guest, say “Mr/Ms.XX, May I have your Deposit Receipt, please.”If guest loss copy of receipt kept by him/her, kindly invit
12、e guest to write down “ The deposit receipt lost, deposit has been refund.” on the copy of receipt kept by Front desk, and copy guests ID or passport, the signanature should be verified carefully.If guest have no doubt on balance and bill folio, print out paid out voucher from fidelio system.Politel
13、y invite guest to sign on paid out voucher. Immediately posting cash refund into computer to balance the bill to zero. Check out guest room in computer immediatelyUpon check out in computer, print out one bill folio automatically.Carefully but efficiency count cash which should be refund to guest an
14、d hand it over to guest with two hands, say“ Mr/Ms.XX, Here is your money RMB310, would you please count it.”Give the guest bill folio to guest, pack it well and put it in check out envelop with official invoice, hand the envelop to guest with two hands. Say,” Mr/Ms. Here is your bill folio.” Avoid
15、unnecessary dispute in future. Paid out should be verified by guest Make sure all the bill are settled before guest leaveAvoid to forget check out guest room in computer which will cause loss of hotel room revenue. Caring about hotel revenue at every time.For guest requesting or for filing.Clearly t
16、ell guest amount of refund cash to show our honesty service and use Sofitel hospitality to show our caring about guest money accuracy.One copy is for guest file, well package of bill folio will let guest feel our carefully and genuine service. PREPARED BY: APPROVED BYDESIGNATIONSIGNATURE/DATE 签名/日期D
17、ESIGNATIONSIGNATURE/DATE 签名/日期DEPARTMENT部门: Front Office前厅部 JOB TITLE职务: Receptionist前台接待TASK NO任务编号: 32TASK任务: Check out guest with deposit refund ( Page 3 of 3)EQUIPMENT REQUIRED: Fidelio work station/Bill folio/Cash refund voucherWHAT TO DO要做什么HOW TO DO如何去做 ITWHY为什么 Offer “Departure card”Check if
18、 guest need any else helpBid fare well with guest.FileGive paid out voucher to Assistant Manager to sign Offer “Immigration departure card”for foreign guest, say, “ Mr./Ms. xx, here is one Immigration departure card for your using at the customs.” Confirm with guest if they need any else help, say”
19、Mr./Ms.XX, Is there anything else I can do for you.”Bid fare well guest , saying“ Mr./Ms., Thank you for your staying in Sofitel Boao, we wish you to come back again and have a pleasant trip.” Attach guest registration card, deposit paid out voucher, both guest and Front desk copy of deposit receipt
20、 and bill folio together.All paid out voucher should be signed by Duty Manager * Note: If find guest still hold a safe deposit box, remind guest to close box before check out Anticipate guests requestAnticipate guest request show our caring about guest at every time.Sincerely appreciate guest to sta
21、y in Sofitel hotel to show our courtesy, humility and warm service.Remember the last impression is the lasting impression. For Financial department checking.Paid out voucher should be verified by Assistant ManagerPREPARED BY: APPROVED BYDESIGNATIONSIGNATURE/DATADESIGNATIONSIGNATURE/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
