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: 38TASK任务: Prepare for long staying check out (Page 1 of 1)EQUIPMENT REQUIRED: Fidelio work station/Bill folio/Long staying contractWHAT TO DO要做什么HOW TO DO如何去做 ITWHY为什么 Read through long
3、 staying guest contract one day before guest check out. Print out bill folio.Check credit Prepare all guest checksFiling.Carefully read through long staying guest contract. Be familiar with previlige which entitle, payment, terms and conditions. Print out bill folio in detail and check it carefully
4、according to contract. Check guest credit, e.g. pay by credit card to see if there is enough approval amount from bank. Check if all checks of guest bill are in bucket. If some missing, contact Financial department to get copy from Financial department.File guest registration card, all guest checks
5、and contract well and together.Get detail of guest information to be ready for providing precise service to guest. Find out mistake if have in advance of guest check out so as to avoid guest waiting and feeling upset, carefully work can assist us to povide excellent service.Care about hotel benefit.
6、Ready for guest double check, anticipating guest request, providing our excellent service to let guest feel satisfied.Keep all materials well to be ready to serve guest at firts time and every time with our excellent service. 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
