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: 49TASK任务: Handling wake up callsEQUIPMENT REQUIRED:WHAT TO DO要做什么HOW TO DO如何去做WHY为什么Verify both room number and guest name.Write down details.Restate the details.To make a copy and distri
3、bute to operator before afternoon shift end.Informed Telephone OperatorAlways check information by key in room number and verify name of guest.To write down the details on front desk morning call record sheet: Guest name, Room number, Wake up call time, taken byReconfirm with guest both times and da
4、te.“ Mr. Tan, may I confirm with you that your wake up call will be at 7:00am tomorrow, is that correct? Would you like us to send a cup of coffee or tea to your room after wake you up?” Write down received by whom on the original sheet.Make remark on the guest who order room service for next mornin
5、g Room Service Dept. to follow up.Informed Telephone Operator and noted down the name of received operator on the front desk morning call sheet.To ensure that the right guest receives the wake up call.Write on the paper to remember and this list will be passed to operator.To check if all facts are r
6、ight, because we want to consistent in our service, we will make guest satisfaction a key driver of our business, do more for our guests, offer tea and coffee is to delight our guest.To ensure operator get the wake up calls sheet and guest receiving the service on time.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
