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: 40TASK任务: Check out group procedure (Page 1 of 2)EQUIPMENT REQUIRED: Fidelio work station/Bill folio/Group correspondenceWHAT TO DO要做什么HOW TO DO如何去做 ITWHY为什么Greeting guest and tour leade
3、rInquire group nameWithdraw group correspondence from “ In house group” bucket.Collect room keyInvite tour leader to inquire guest if there is any mini bar consumption in the room.Print out master bill folio and guests incidental bill folios. . Initiate to greet guest and tour leader with smile, say
4、,“Good morning/Good afternoon/Good evening, Sir/Madam, will you check out.” Keep body straight up and eye contact.Politely inquire group name Check group information and ready for guest double check.Politely collect guest room key from tour leader for recycling use.Politely invite tour leader to inq
5、uire guest if use mini bar “Mr/Ms.XX, would you please ask the guests if they use mini bar.”If guest use mini bar, write what guest has used on Mini bar list and post the charge in computer. Print out guest incidental folios to tour leader for guest review and collecting payment, say, “Mr./Ms., Here
6、 is your group guests bill folio.” Print out group master folio for tour leader review.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.Assist check out group immedia
7、tely.Prepare all necessary materials well in case guest want double check, anticipate guest request to show our genuine service.Save cost, care about hotel expenseAvoid any revenue losses after guest departure, use our politely manner to show our courtesy and respect to guest.Let tour leader be resp
8、onsible to collect payment will save time. PREPARED BY: APPROVED BYDESIGNATIONFront 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: 40TASK任务: Check out group procedure (Page 2 of 2) EQUIPMENT REQUIRED: Fidelio
9、work station/Bill folio/Group correspondenceWHAT TO DO要做什么HOW TO DO如何去做 ITWHY为什么Invite tour leader to sign on master bill folio. .Collect payment for incidental charge.Post payment into computer.Check all incidental charge bill folioInform Concierge to release luggageBid fare well with guest.Check o
10、ut group in computerFilingIf tour leader have no dispute on master bill folio, and payment for master bill folio is sending bill to company or travel agent, kindly invite tour leader to sign on master bill folio.“ Mr./Ms.XX, if you agree to this bill folio, would you please sign here.” Use closed pa
11、lm to point our signing areaUnder tour leaders assistance, collect all incidental charge payment from guest.Post payment for incidental charge into computer immediately. Consistently check all incidental charge bill folios to see if they have been settled.If all charge have been settled, and group m
12、aster bill folio have been signed or paid by tour leader, inform concierge to release group luggage.Friendly bid fare well with guest, say“ Thank you for staying in Sofitel Boao, We wish you to come back again and have a pleasant trip.”Check out group in computer immediately.File group correspondenc
13、e, master folio group voucher if it is tour group and all necessary checks together .All master folio should be signed by tour leader for acknowledge the charge amount. Friendly cooperate with tour leader to serve guest with our excellent service.Clearly monitor incidental charge settlement status.A
14、void any revenue losses after guest departure, caring about hotel benefit. Only bill are settled and check out pocedure are finished, can group luggage be released.Sincerely appreciate guest to stay in Sofitel Boao to show our courtesy, humility and warm service. Remember the last impression is the
15、lasting impression.Finish group check out procedure in computer. Avoid forgetting to let vaccant room occupied in computer so as to affect room selling. Care about hotel revenue in our daily job.For Fiancial department checking and collect payment from company or travel agent.PREPARED BY: APPROVED BYDESIGNATIONFront 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
