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: 62TASK任务: Counter Express check out procedure (Page 1 of 1) EQUIPMENT REQUIRED: FidelioWHAT TO DO要做什么HOW TO DO如何去做 ITWHY为什么 Greeting guestCollect ECO folderPrint one latest bill folio Fa
3、re well with guest.Check out room in computerSettle bill with EDC machineStamp on the credit card voucherFilePass Room reservation request to Reservation department When guest approach counter, greeting guest, saying, “ Good morning/afternoon/ evening, Sir/Madam, May I help you.”If guest pass ECO fo
4、lder, politely receive it from guest with two handsPrint one latest bill folio for guest and pass it to guest.Ask if guest need any else help, if no, fare well with guest by saying, “ Thank you, Mr./Ms. xx, wish you have a pleasant trip and wish to see you again.”After guest leave the counter, check
5、 out the room in computer. Manually input the guests credit card number in EDC machine to settle bill.Stamp on the credit card voucher copies with the words “signature on file”Attach ECO slip, guest registration card, bill folio, credit card voucher and all guest check signed by guest at outlets tog
6、ether and keep at receptionists drawer. At the end of shift, pass it to Account departmentIf guest has filled in the Room reservation request form, pass it to Reservation department. Show our courtesy service to guest.Give guest the latest information regarding his bill.The last impression is the la
7、sting impression.Avoid forgetting checking out and update room status immediatelyFor claiming money from the bankAll material are needed for claiming money from the bankMeet guests requestPREPARED 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
