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: 54TASK任务: Lost and found procedureEQUIPMENT REQUIRED:WHAT TO DO要做什么HOW TO DO如何去做WHY为什么When in house guest is inquiring about lost items.Check with Lost and Found department.Check with gue
3、sts inquiring about lost items.Holds the phone line if guest insist to wait or get telephone number to call back.If guest wants us to keep until next visit.If guest wants us to send the item back to them.Establish eye contact.Listen carefully and note down details.a) When did they lose the item?b) L
4、ocation of the itemc) Description of the itemCheck system if there is an item in or not.Call HSKP to reconfirm the item,if found them delivering to guest room.If item is not found, apologize to the guest and inform guest we will follow up.Listen carefully and note down details.Check with system reco
5、rd.Call the HSKP if the item has been recorded.If the item is there check with guest which way they want to get back.Key in the guest history to remind staff returning the item to guest on next visit.Record down guest mail address, fax number, get cash from cashier by guest approval letter, send out
6、 the item, parcel receipt by fax to make sure guest received.To ensure that the correct item is given or found.Because we will consistent in our delivery of quality service with special attention.To ensure that guest acknowledge receiving items. Guest satisfaction is our first concern.Follow up with security.Do more for our customer, give them satisfaction even they leave hotel, so they will become return guests.PREPARED BY: APPROVED BY: DESIGNATIONFront 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酒店管理之家
