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: 30TASK任务: Tour group arrival handling (Page 1 of 4) EQUIPMENT REQUIRED: Fidelio terminalWHAT TO DO要做什么HOW TO DO如何去做WHY为什么Receiving group order and correspondence, if there is finalized na
3、me list and request from travel agency for rooming list prior to group arrival, assign rooms in advance.Working out rooming list.If no request from travel agency for rooming list or no finalized name list prior to group arrival, block rooms before group arrival day.One day prior to group arrival, ni
4、ght shift front desk receptionist should prepare key envelope for the arrival group on the next day.Once day before group arrival day, receive the group order and correspondence from reservation / sales department, Receptionist should read the group order and correspondence carefully an assign rooms
5、 for group, try to assign rooms one the same floor or closely. And if no enough vacant rooms, due out group rooms can be assigned for arrival group as long as check out time is at least three hours prior to arrival time.According to the name list and room list, work out rooming list for group and se
6、nd one copy reservation clerk / Sales group coordinator for sending rooming list to travel agency, and one copy to concierge for delivering group luggage arrival.Any change on rooming list should be informed to reservation clerk and concierge.On the day when group arrival, morning shift receptionist
7、 block rooms for group according to group request to work out one room list.Front Desk receptionist should read group order and correspondence, and prepare the key envelop in the night shift. If the room is back-to-back room block, please ensure make keys after the former group check out.Prepare roo
8、m well in advance so as to save group check in time.Communicate with travel agency to confirm the group rooming list and offer information for concierge working.Keep information updating.Well preparation is the first step of express check in.PREPARED BY: APPROVED BY: DESIGNATIONFront Office ManagerS
9、IGNATURE/DATE 签名/日期DESIGNATIONSIGNATURE/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: 30TASK任务: Tour group arrival handling (page 2 of 4) EQUIPMENT REQUIRED: Fidelio terminalWHAT TO DO要做什么HOW TO DO如何去做WHY为什么On the day when group arrives, prepare the room keys.Prepa
10、re in house group information from.Block group check in venue.Upon group arrive, inform sales group coordinator.Check in group in computer.Receptionist assist sales group coordinator to check in group 1 if rooming list has been worked out in advance, pass room keys to tour leader.After block rooms i
11、n computer, encode the room keys before the group arrival.Prepare in house group information form; fill in some information, which can be prepared in advance.-Group name/hotel group code-Arrival date/departure date-No. of pax and No of rooms-Travel agency name-Meal type-Room number-PaymentFront desk
12、 receptionist confirm with Reservation Clerk / sales group coordinator about group checking venue.Inform group coordinator the group name and group arrived, and escort group to group check in venue with rooms keys, group correspondence.Front desk receptionist checks in group in computer.Provide prep
13、ared room keys to tour leader for distributing the room keys. Sometimes, get tour leader permission, receptionist distribute keys.Any last minute change on rooms, no matter it is caused by tour leader or hotel, tour leader, concierge and front desk should be informed immediately.Prepare rooms key in
14、 advance is to save group check in time.Avoid guests block front desk check in area.Connect telephone line for group room immediately.Let tour leader handle for group to avoid mass.Keep information updating.PREPARED BY: APPROVED BY: DESIGNATIONFront Office ManagerSIGNATURE/DATE 签名/日期DESIGNATIONSIGNA
15、TURE/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: 30TASK任务: Tour group arrival handling (page 3 of 4) EQUIPMENT REQUIRED: Fidelio terminalWHAT TO DO要做什么HOW TO DO如何去做WHY为什么2.If there is no rooming list, reservation clerk/sales coordinator provide room list to tour
16、leader.Collect one copy of rooming list from tour leader.After have confirmed rooming list, collect group visa from tour leader is it is foreign group.Confirm necessary information from tour leader.Confirm payment with tour leaderEscort group members to elevator.If it is paid upon check in, collect
17、payment from tour leader.Complete in house group information form.Invite tour leader to sign on in house group information form.Receptionist signs on in house group information form.Front desk receptionist provides one room list to tour leader, tour leader work out one, rooming list according to the
18、 room list and group name list.Collect one copy of rooming list from tour leader.Collect group visa from tour leader if it is foreign group visa exclude Taiwan group, Hong Kong group and Macau group.Receptionist informs tour leader the meal venue and collect wake up call time, mealtime, luggage coll
19、ection time and check out time.Confirm payment with tour leader.Receptionist shows group to the elevator area.If it is paid upon check in, after group member go upstairs, collect payment from tour leader.Receptionist complete the in hose group information from which major include group wake up call
20、time, meal time, luggage collection time and room number.Invite tour leader to sign on in house group information form to confirm the above information.Receptionist signs on in house group information form.Let tour leader decide group rooming list.For concierge delivery, information updating.All for
21、eigners should have visa when cross the customs.Necessary information is needed for further service.Avoid any dispute upon check out.Show our courtesy to guest.Dont block group member check in time to wait for collecting payment.Completed information is important for further service.In case any disp
22、ute in future.For future tracing.PREPARED BY: APPROVED BY: DESIGNATIONFront Office ManagerSIGNATURE/DATE 签名/日期DESIGNATIONSIGNATURE/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: 30TASK任务: Tour group arrival handling (page 4 of 4) EQUIPMENT REQUIRED: Fidelio termina
23、lWHAT TO DO要做什么HOW TO DO如何去做WHY为什么Update guest information in the computer.Distribute in house group information form to relevant departure.File group correspondence.Front desk receptionist update group member information in computer according to rooming list.Front desk receptionist copy in house gr
24、oup information form and distribute them to following departments:-Telephone operator-Concierge-Relevant restaurant-HousekeepingFile in house group information from, group order and correspondence in house group file at Front desk.Inform relevant departments for providing relevant service e.g. wake up call, luggage delivery, etc.For group check out using.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
