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: 12TASK任务: Regular Guest Check in (Page 1 of 2)EQUIPMENT REQUIRED: Fidelio Work stationWHAT TO DO要做什么HOW TO DO如何去做WHY为什么Greet guest.Check reservation in computer.Confirm room type and rate
3、.Check guest profile.Collect ID for registration.Present registration card for guest signing.Greet guest upon guest approach front desk counter with smile by saying: “Good morning, Welcome back to Sofitel Boao, Mr./Mrs. XX.” (When receptionist recognize the guest) Find out reservation immediately in
4、 computer, if fail to find out, try other way, e.g. use guest company name or travel agency name to check in computer. If you still cannot find, askguest if he has made a reservation with us. Confirm room configuration and rate with guest according to reservation by circling the rate on the registra
5、tion card with smile and eye contact. By saying: “Mr. XX, this is your room rate, this is your room number. It is a non-smoking king size room.” Meanwhile say something to create good relationship with guest by saying: “how is your trip?”If guest has no reservation, check guest profile to find out g
6、uest previous requirement and comments. Ensure that use correct guest previous profile. Find out last time record by saying: “Mr. XX, I remember last time you stayed with us is on may, is it?” If guest is foreigner, politely collect guest passport for filling the update VISA number and expired date.
7、 Politely explain to guest VISA need to be updated.By saying, “Mr./Mrs. XX, May I have your passport please?”Present registration card to guest and invite guest to sign on R.C. If guest have no reservation, we can provide one blank registration card for guest signing. Guests person data can be got f
8、rom computer.Present our courtesy and kindly service at first time. Address guest with guest name to make guest feel self esteem and respectedLocate reservation immediately; try to provide efficiency service to guest at first time and every single time.Clearly confirm detail with guest to avoid maki
9、ng guest feel confused, meanwhile let guest feel our genuine service.Confidential reason.Provide consistent service with anticipating guest request. Be consistent in delivering warm and natural service.Adhere to local policy.PSB basic requirement.Guest history can be got in computer. Save time on re
10、gistration to avoid to let guest wait. Care for guest patient.Ensure our procedure are friendly to customer and staffPREPARED 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: 12TA
11、SK任务: Regular Guest Check in (Page 2of 2)EQUIPMENT REQUIRED: Fidelio Work stationWHAT TO DO要做什么HOW TO DO如何去做WHY为什么Collect guest payment.Confirm check out time.Express checks in and make room key to guest.Introduce bellboy and ask him to escort check in.Sign on registration cardGet approval code for
12、credit card.Politely collect payment from guest: credit card, travelers check or cash deposit acceptance procedure should be observed according to guest payment. The amount of cash deposit according to accounting policy.Record the credit card No. on the registration card.Remember some guest may not
13、ask for cash deposit, as they are “extremely Regular”.Kindly confirm check out time with guest.By saying,“Mr./Mrs. XX, do you need any transportation on your departure?”Block one room and express check in computer and make the room key. Meet the target, “ONE” minute check in.Introduce bellboy to gue
14、st and wish guests a pleasant stay.By saying,“Mr./Mrs. XX, Allan will show you to the room, wish you have a pleasant stay.”Bellboy signs on registration.If the guest pays by credit card, imprint the credit card number into EDC machine to get approval code upon guest check in.Advance deposit should b
15、e collected to protect hotel benefit.Show respect and trust.Control room status.Care for guest patient and avoid to let guest waiting.Use our sincerely and humility service to present our respect to guest.Check the credit card limit.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
