1、Standard Operation Procedures / Front Desk标准操作程序/前台STANDARD OPERATION PROCEDURES标准操作程序RECEPTIONIST前台接待国际酒店管理手册前厅/客房/餐饮/营销/工程/保安/质检/人事/行政/资料DEPARTMENT部门: Front OfficeJOB TITLE职务: ReceptionistTASK NO任务编号: 22TASK: Key Authorization Procedure (Page 1 of 3)EQUIPMENT REQUIRED设备要求设备要求: Fidelio terminalWHAT
2、 TO DO要做什么要做什么HOW TO DO如何去做如何去做WHY为什么In house guest leave key to visitorCheck guests name and room numberFill in the key authorization formExplain the declaration to guest.If guest call from the floorIf in house guest approaches the guest service counter to claim key authorization service, politely
3、inquire guests name and room number and double check in the computer.Raise the Key Authorization Form.Fill up:Guest Name and room numberArrival and Departure datePerson authorizedPassport/ID numberDuration usedGuest SignatureReceiving personIssuer receptionistUse closed palm to point out the declara
4、tion clause on the authorization form to the in house guest and politely explain to the guest that “Hotel will not be liable for any claim arising out of the aforementioned property.By saying: “Mr. XX, we will careful check your friends ID, to ensure we pass the key to the right person.”When guest c
5、all from floor house phone, note:Guest name and room number.Advice guest that you will arrange someone with the room key will attend to him immediately.Check computer to verify guest nameAnd room number.Nationality and date of birth. Cut Betech key card and informed Assistant Manager.Ensure the gues
6、t is a hotel guest and room number is correct.Get the in houseguests (key holder) written authorization.Customer securityRecognition program and flexible service.Clarify the responsibility. Care about hotels benefit in order to avoid future unnecessary benefit.Double check guest information and feed
7、back to Assistant ManagerPREPARED BY编写人: APPROVED BY批准: DESIGNATION名称Front Office Manager前厅经理前厅经理SIGNATURE/DATE签名/日期签名/日期DESIGNATION名称SIGNATURE/DATE签名/日期签名/日期DEPARTMENT部门: Front OfficeJOB TITLE职务: ReceptionistTASK NO任务编号: 22TASK: Key Authorization procedure (Page 2 of 3)EQUIPMENT REQUIRED设备要求设备要求: F
8、idelio terminalWHAT TO DO要做什么要做什么HOW TO DO如何去做如何去做WHY为什么Invite guest signatureLeave a locationKeep key authorization formIssue the room keyFile key authorization formGuest request room keyInquire guests welcome bookletAfter confirm guest fully understanding the form, invite guest sign for authorizat
9、ion.Leave a location for the in house guest if guest will.Keep the key authorization form at information rack or designated place.When the designated key receiver approaches the guest service counter, check key receivers ID card or passport and note down the number on the key authorization form. Pol
10、itely invited the key receiver to sign on the key authorization form By saying: “ Mr. XX, could you sign it on the form, please?”GSA who issues the room key signs on the key authorization form.File key authorization form by date.If guest claim for room key at front desk, politely request guest to sh
11、ow the welcome booklet.If guest have no welcome booklet with him/her, politely ask guest if he/she has ID card or passport with himself/herself. By saying: “ Only for security reason could I have your signature on the form?”Compare the signature with registration card, if it is correct, then issue t
12、he key. If you know the guest, do not ask for signature. Get guest written approval.For key receivers further contact.Anticipate guests request.Easy for checking.Ensure the key will be given to the right designated person, care about both in house guests security and hotel security.To confirm that t
13、he key receiver acknowledge receiving the key. For future tracingVerify guest identify.Respect the guest.PREPARED BY编写人: APPROVED BY批准: DESIGNATION名称Front Office Manager前厅经理前厅经理SIGNATURE/DATE签名/日期签名/日期DESIGNATION名称SIGNATURE/DATE签名/日期签名/日期DEPARTMENT部门: Front OfficeJOB TITLE职务: ReceptionistTASK NO任务编号
14、: 22TASK: Key Authorization procedure (Page 3 of 3)EQUIPMENT REQUIRED设备要求设备要求: Fidelio terminalWHAT TO DO要做什么要做什么HOW TO DO如何去做如何去做WHY为什么Check computera. If guest was registered the corresponding roomb. If guest is not registered the corresponding room.Action will be taken on two situations.Upon rece
15、iving guest welcome booklet or ID card, passport, verity guest name in computer and room number.Given out room key, after confirm that guest is registered at the room bysignature being compared, politely give out room keys and thank for guest waiting by saying: “ Mr. XX, here is your room key, thank
16、 you for your waiting.”1. Use the guest name to check in computer to see guest remember a wrong number, if find the right room number and by checking the right signature with the registration card. Give out guest correct room number.2. If guest name is not in computer, politely inform guest that roo
17、m key can not be given by saying: “Im sorry, Mr. XX, the name registered in computer is not same as yours. I have difficulty to issue key to you.”Ensure right room key is given to right guest.Express our sincerely and courtesy service.Try our best to do more for guest.Care on in houseguest security and safety.PREPARED BY编写人: APPROVED BY批准: DESIGNATION名称Front Office Manager前厅经理前厅经理SIGNATURE/DATE签名/日期签名/日期DESIGNATION名称SIGNATURE/DATE签名/日期签名/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、SOP6
