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: 35TASK任务: Check out guest with transferring (Page 1 of 2)EQUIPMENT REQUIRED: Fidelio work station/Bill folio/Transfer voucherWHAT TO DO要做什么HOW TO DO如何去做 ITWHY为什么Greeting guestInquire gu
3、est room number and collect room key back Inquire guest if there is any mini bar consumption in the room.If guest claim the bill will be transferred to another rooms, check Liability form1) If there is no liability form signed by paying guest in advance, tell guest the signature of paying guest is n
4、eededExplain bill folio to paying guestInvite paying guest to sign one liability form Initiate to greet guest with smile, say,“Good morning/Good afternoon/Goodevening, Sir/Madam, May I help you.”Keep body straight up and eye contact.If guest claim to check out, say,“Sir/Madam, May I have your room n
5、umber and room key, please.Politely asks guest: “Mr/Ms.XX, Do you use your mini bar in your room last night.” If guest use mini bar, write what guest has used on Mini bar list and post the charge in computer. Check if one liability form of payment attached to either of two rooms registration card.If
6、 there is no liability form signed in advance, politely explain to check out guest that one liability form needed to be signed by paying guest. Say, “Mr./Ms. XX, would you please invite Mr./Ms. YY to sign one liability form for your room charge transferring.”Clearly and friendly explain guest bill f
7、olio to paying guest Kindly invite paying guest to sign one Liability form and checking out guest sign on his/her own bill folio. Initiate to greet guest to show our courtesy and sincerity to be ready to serve guest at first time and every time. To get accurate guest information so as to provide pre
8、cise service.Avoid any late charge after guest departure, use our politely manner to show our courtesy and respect to guest. Written approval by payer is definitely requested to protect hotel.Caring about hotel benefits is one of every receptionists responsibility.Clearly and politely explain hotel
9、policy to guest, to let guest feel friendly and acceptable.Help guest understand WHY为什么 and what will be transferred to his/her room charge, let guest feel friendly and conveniently.Written approval from paying guest and written acceptance from checking out guest both are important. PREPARED BY: APP
10、ROVED BYDESIGNATIONSIGNATURE/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: 35TASK任务: Check out guest with transferring (Page 2 of 2)EQUIPMENT REQUIRED: Fidelio work station/Bill folio/Transfer voucherWHAT TO DO要做什么HOW TO DO如何去做 ITWH
11、Y为什么2) If liability form is acceptable, print out one bill folio Confirm balance with guest.Invite guest sign on bill folio. If guest has safe deposit box, remind guest to close the boxCheck if guest need any else helpBid fare well with guest. Transfer part or full of charge to receivers room accoun
12、t. Check out guest folio in computerFile check out guest bill folio in receivers room bucket.If liability form is acceptable, print out one bill folio for guest.Confirm balance with guest, if balance is credit, say, “Mr/MsXX, your credit balance is RMB3000, am I right”.Politely invite guest to sign
13、on bill folio If we have record that guest still hold one safe deposit box, inform guest to close the box. Confirm with guest if they need any else help, say” Mr./Ms.XX, Is there anything else I can do for you.” Bid fare well guest, saying“ Mr./Ms., Thank you for your staying in Sofitel Boao, we wis
14、h you to come back again and have a pleasant trip.” Transfer part or full of charge to receivers room account according to guest instruction.Check out guest folio in computer immediately, and file bill folio, Cash refund voucher, guest registration card together well.File check out guest registratio
15、n card, guest checks and bill folio signed by receiver well in receivers room bucket.For guest checking.Respect guest decision right, let guest feel our humility and self-esteem. Bill folio sign by guest for proving to the paying guest that these charge are accepted by checking out guest. Remind gue
16、st dont forget anything left at hotel. Anticipate guest request show our caring about guest at every time. Sincerely appreciate guest to stay in Sofitel Hotel to show our courtesy, humility and warm service. Remember the last impression is the lasting impression. Carefully finish transferring for gu
17、est in computer; any mistake will cause hotel losses and precise service principle. Avoid forgetting check out guest room in computer that will cause loss of hotel room revenue. Caring about hotel revenue at every time. In case receiver check in future, anticipate guest request.PREPARED BY: APPROVED BYDESIGNATIONSIGNATURE/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
