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: 09TASK任务: Greeting and Welcoming GuestsEQUIPMENT REQUIRED: Fidelio WorkstationWHAT TO DO要做什么HOW TO DO如何去做WHY为什么Use standard greetings for the guest.Welcome guest to the hotel.If guest sho
3、uld be kept waiting, thank them for waiting.As the guests approach the reception counter, acknowledge their presence by greeting them at least three meters away from the counter by saying: “Good morning/afternoon/evening, Mr./Mrs. XX.” (If name of guest is known, otherwise use Sir or Madam)Establish
4、 and keep eye contact with the guest and smile genuinely.Stand upright with an attentive body posture.Saying: “Good morning/afternoon/ evening, welcome to Sofitel Boao.” If the guest is a return guest. Say: “Mr./Mrs. XXX, welcome back to Sofitel Boao.”Say: “Thank you for waiting, Mr./Mrs. XX.”Offer
5、assistance and identify guests name. Say: “May I have your last name, please?”To give a positive impression of the hotel as well as to acknowledge the importance of the guest in the hotel to raise the self esteem of guests by addressing them by their name. To let guest feel home away from home servi
6、ce. RespectTo show that you are genuinely willing to serve the guest. SincerityA good body posture indicates good grooming and confidence. Showing humility and respect to guest.To make guests feel at home as well as delight guest with calling guests name proudly. RespectTo acknowledge that the guest
7、 has been waiting and that their patience is appreciated. Care about guest feelings. Show careTo retrieve reservation from Fidelio. Make the guest feel friendly and courtesy. Warm and natural care.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
