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: 57TASK任务: Room / Rate Chang Procedure (Page 1 of 2)EQUIPMENT REQUIRED: WHAT TO DO要做什么HOW TO DO如何去做 ITWHY为什么Assign a new room.Raise the room/rate change formCheck with guest time of room
3、change and inquire if guest would be in room.Use the f3 screen in Fidelio and look for an alternative room.Clearly explained the room rate Be sure that the room would meet the expectations of guest if guest initiates room change. Ea. regarding difference and new room rate if new room is in different
4、 category.Fill all details on the form:e.g. Name of guest New room number Old room number New room rate Old room rate Arrival date Departure date Reason for change Receptionist signature Receptionist (Bellman)s initial TimeCall the guest and ask when the guest would like to process the room change.C
5、heck if guest wold were in during the change.If guest is in room send the bellboy with the new room key & welcome booklet up to the guest.To prepare for the change.Let guest have clear id Guest satisfaction.The room rate change. Offer our precise service.To process the room change and to inform depa
6、rtments concerned.Guest comes first.For security reasons.PREPARED BY: APPROVED BY:DESIGNATION:Front 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: 57TASK任务: Room Change Procedure (Page 2 of 2)EQUIPMENT REQUIRED
7、: WHAT TO DO要做什么HOW TO DO如何去做 ITWHY为什么Inform the relevant departmentsFollow upChange the room number in the computer and registration card.If guest would like change later, leaving an instruction to other colleagues, to ensure everyone know the guests room change request.Receptionist calls the relev
8、ant departments for informing guest room change. Telephone operator Housekeeping Room Controller Laundry & valetWrite down all the call receivers name.Call the guest immediately after room change to check guest satisfaction.Retrieve guest folio and key in the new room number.Cancel the old number on
9、 the registration card and write the new number.Update guest room number with the relevant departments.Guest satisfaction is very important.To avoid any confusion during billing.PREPARED BY: APPROVED BY:DESIGNATION:Front 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
