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: 17TASK任务: Handling messages (Page 1 of 2)EQUIPMENT REQUIRED: Fidelio workstationWHAT TO DO要做什么HOW TO DO如何去做WHY为什么Double check the computerWhen guest is in front of youFor written message.
3、Help fill up the rest information.Repeat the message.If guest claim to leave message, check the computer if the it is left to the in house guestSuggest the voice mail.If guest looks puzzles explain how the voice mail works.(Refer to Operator SOP “Voice Mail”)If guest refuse to use the voice mail, pr
4、esent a message sheet with a pen to guest to write down himself or would prefer a text message generated by the computer.For written message check with guest to see he/she prefers to see he/she prefers to write it himself by hand or would prefer a printed message.If guest write by himself, present m
5、essage form and a pen, pen pointing towards you to the guest.Help guest write the date and time, if guest did not write.Write the name and room number on the envelope if the guest does not write them.Repeat the message.Insert message form into message envelope (if needed).Hand it to the bellboy to d
6、eliver immediately.Record on the front desk logbookClarity the message is left to the in house guest or non-in houseguest. Provide precise service.ConvenientSome guest may not be aware of what a voice mail is and how it works. Be helpful to guest at every time.Respect guest privacy, as some messages
7、 can be very personal.Dont make decision instead of guest. Respect guest decision right.Provide all necessary materials to show our sincerity and helpfulness.Use Sofitel hospitality to delight guest.Help guest to complete the message to show our superior service.Make sure the accurate.To avoid any d
8、elay and complaint. Keep consistent service.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: 17TASK任务: Handling messages (Page 2 of 2)EQUIPMENT REQUIRED: Fidelio terminal
9、WHAT TO DO要做什么HOW TO DO如何去做WHY为什么Computer printer message.If the message is for arrival guest with reservation.Computer printer message:-Listen carefully-Write the message down on a piece of paper-Repeat the detailsTry to get the callers name and contact telephone/page/mobile phone number.Key into t
10、he computer and print.Hand over to the bellboy to delivery to the room.Record is at the service center book.Follow the above message take down procedure. And attach the message form to registration card.Key in folio message into the system under reservation, like,“Message attached to Registration Ca
11、rd”For precise service.For message receiver future tracing. Anticipate guest request.To avoid delay and complaints. Keep consistent service.To offer the message to the guests when they approach the counter. Anticipate guest request.To alert receptionist upon guest check in, deliver the message to the guest, ensure first time service will be implementedPREPARED 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
