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: 08TASK: Face to Face Handling Guest Special RequestEQUIPMENT REQUIRED设备要求: Fidelio Terminal, Tele
2、phoneWHAT TO DO要做什么HOW TO DO如何去做何去做WHY为什么1. Greet the guest2. Listen to the guests inquire carefully3. Record down4. Give the satisfied answer to the guest5. If you not sure the answer6. Key in the guest special request in the profileKeep smile and eye contact by saying: “Good morning, Sir/Madam, Ma
3、y I help you?”Keep smile and eye contact, repeat the key points of the guest request.Politely ask for guest name and room number and simply write down the request on Daily Action Form.Saying: “Mr./Mrs. XX, I understand your request, would you please”If you are not sure,Saying: “Mr./Mrs. XX, I am ver
4、y sorry, I need to confirm it with XXX (DEPARTMENT部门 or Person), would you please give me five minutes, and I will give you an answer or would you mind leaving your contact number to us, so we can inform you after that. Thank you for you understanding”Follow up with DEPARTMENT部门 or Person and keep A
5、M/Reception Mgr. informed.Key in the guest special request in guest profile by Date, Guest Name, Special Request, and Action.Show our natural and warm service to guest.Show our hotel sincerity.Show our care.Try the best to meet the guests needs.Avoid the mistake is to show our sincerity to guest.Show our consistent servicePREPARED BY编写人: APPROVED BY批准: DESIGNATION名称Front Office Manager前厅经理SIGNATURE/DATE签名/日期DESIGNATION名称SIGNATURE/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
