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 Room controller TASK NO任务编号: 04TASK任务: Room controller working procedure (Page 1of 2) (PM shift)EQUIPMENT REQUIRED: Fidelio, Arrival Report By Time/Departure Report By TimeWHAT TO DO要做什么HOW TO DO如何去
3、做 ITWHY为什么 Take over from morning shift Check the blocking of Show rooms for todayCheck VIP and Sofitel Privilege Card arrival guest roomsContinue to block rooms for arrivalThroughout the shift to monitor closely on all due out especially those blocked for arrivals Collect an updated Arrival & depar
4、ture reports from the morning shifts.Read Hotel status, room availability in the Fidelio systemCheck the show rooms and room keysAccording to the arrival report, check all VIP and Sofitel Privilege Card arrival guests rooms to see if they are vacant clean. Room key, welcome booklet and registration
5、card are well prepared. Continue to block rooms for arrivals which are still not blocked with ready rooms by following the Room blocking procedure.For those blocked for arrivals, once checked out, to encode the key and prepare the welcome booklet and registration card, continue to monitor the turn o
6、ver of the room status form vacant dirty to vacant clean by coordinating closely with Housekeeping Read updated room situation and grasp the updated arrival guest.Ensure all showrooms for today are blocked accordingly in the system, and remember the showroom numberDouble check to ensure all rooms bl
7、ocked for VIP and Sofitel Privilege Card guests rooms are well prepared.Ensure any new booked arrival reservation can also be blocked with the corresponding roomsEnsure room are vacant clean provided for guest upon guests check-inPREPARED BY: APPROVED BYDESIGNATIONFront Office ManagerSIGNATURE/DATE
8、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 Room ControllerTASK NO任务编号: 04TASK任务: Room controller working procedure (Page 2 of 2)(PM shift)EQUIPMENT REQUIRED: Fidelio/Arrival Report By Time/Departure Report By TimeWHAT TO DO要做什么HOW TO DO如何去做 ITWHY
9、为什么 Release the showrooms from the systemStart to block all next days early arrivalsPassover to the midnight shift all early arrival guests Log in all early arrival guests in Room controller logbook (front desk logbbok). At 18:00hrs, release all the show rooms for today and ensure all showroom keys
10、are returned Block from the first arrival of the next day until the arrivals by 09:00hrsEarly arrivals before 9:00hrs on the next day should be passed over to the night shift Front Desk receptionist, informing them of the room status for those arrivals.Log in all early arrival of next day in Room co
11、ntrollers log book. After 18:00hrs, no more request for showroom, release rooms for selling Prepare in advance to ensure the rooms for early arrival will be ready upon guest check inKeep smoothly communication.Ensure the morning shift room controller of next day can be reminded of the early arrivals.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
