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: 23TASK任务: Awaiting Room HandlingEQUIPMENT REQUIRED: Fidelio terminalWHAT TO DO要做什么HOW TO DO如何去做WHY为什么Register for the guest.Search for vacant dirty room.Feeling and hotel reputationIssue
3、welcome drink couponKeep monitoring the room statusClean in the roomMake registration for the guest according to the registration procedure.If vacant clean room is not available immediately, search for vacant dirty room at first and call the Housekeeping to rush rooms.Enough time for cleaning room.I
4、ssue the welcome drink coupon to the guest by saying: “Mr. Mrs. XX, the room we blocked to you is under cleaning, and Housekeeping has been informed for rushing room and it may takes about 30 minutes. May I invite you to have a complimentary drink in our Lobby Lounge and I will let you know as soon
5、as the room is available.”Keep monitoring the room status in the computer.As soon as the room status is changed to the vacant clean, send the room key and welcome booklet to the guest personally. By saying: “Mr./Mrs. XX, I am sorry to have kept you waiting. Now the room is ready, the room number is
6、XX. Thank you for your understanding.”Apologize for the waiting and introduce the bellboy to escort the guest to the room.Check in the room in the system immediately.Help Housekeeping to clean rooms as needed in order to not keep the guests waiting for a room. This shows our care for the guests.Let
7、guest have time idea. Show our sincerity to serve guest.Courtesy compensation for guest waiting. Let guest feel our humility.Get updated room status at first time.Efficiency service action will let guest feel our sincerity and humility.Use courtesy service to delight guest.Room connects with the telephone line. Anticipate guest request.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
