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: Guest Relations OfficerTASK NO任务编号: 50TASK任务: Flight reconfirmation (page 1 of 3)EQUIPMENT REQUIRED:WHAT TO DO要做什么HOW TO DO如何去做WHY为什么Upon obtaining request.2.Noted down details information detail.3.If the ticket can be
3、 reconfirm by the phone.During the air-ticket office operation time, ask guest: “would you mind I show you to air-ticket office to reconfirm your ticket, the ticket office is in hotel business center.If guest refused or it is not during the air ticket office operation time, take out one “air-ticket
4、reconfirmation” envelope immediately; take the following information on both the envelope front page and the claim slip first.a) Guest nameb) Room numberc) Total tickets numberd) Guest contact number e) Taken byTear off the claim slip and hand it to guest. Explain to guest that front desk will infor
5、m them when ticket has been reconfirmed by leaving a message. Remind them to present this slip when they want their ticket back. Ask guest whether he needs us to arrange airport transportation service, wake up call or late check out. (Depends on room status) If needed, call the transportation office
6、 to book car for guest or refer to relate to follow up and key in the system at once.The following detail information must be record down after guest left and sign your name at the air-ticket hands over book.a. Receiving date.b. Guest rooms number.c. Guest name.d. Purpose of the tickete. Time of sen
7、d down to confirmf. Time of pick upg. Staff signature.Call the airline office, give them all the information to reconfirm, obtain confirmation code, and write down on the envelope.To show hotel courtesy and efficient working attitude.To ensure the ticket goes back to the right person.To provide Do m
8、ore for the guest and make more profit for the hotel.To ensure guests needs are attended to and easy for colleague to follow.To ensure the reconfirmation is a successful one.PREPARED BY: APPROVED BY: DESIGNATIONFront Office ManagerSIGNATURE/DATE 签名/日期DESIGNATIONSIGNATURE/DATE 签名/日期DEPARTMENT部门: Fron
9、t Office前厅部JOB TITLE职务: Receptionist前台接待TASK NO任务编号: 50TASK任务: Flight reconfirmation (page 2 of 3)EQUIPMENT REQUIRED:WHAT TO DO要做什么HOW TO DO如何去做WHY为什么If the ticket needs to be sending out for reconfirmation, send to concierge.Send the ticket to air ticket office or confirm ticket with airline office
10、 through the phone.6.Inform guest the confirmationSend the ticket with “ ticket confirmation” logbook together to concierge; let them sign on the book.Call airline office and provide the following details:a. Guests nameb. Flight numberc. Departure date.d. Classe. Ticket numberf. Contact phone number
11、g. Special requestMust get confirmation code, and write down, and explain the related expense to guest.Leave a message and inform guest that his ticket has been reconfirmed and is ready at front desk, by saying: “ Mr. Tan, your air-ticket from Haikou to Hong Kong on xx date has been reconfirmed, wou
12、ld you like us to deliver it to your room or will you pick up later?” Inquire whether guest prefers to pick it up by himself or wants bellboy to deliver it to the room.For record.To work efficiently and give guest the fastest and correct feed back.Ensure the guest gets back the ticket.PREPARED BY: A
13、PPROVED BY: DESIGNATIONFront Office ManagerSIGNATURE/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: 50TASK任务: Flight reconfirmation (page 3 of 3)EQUIPMENT REQUIRED:WHAT TO DO要做什么HOW TO DO如何去做WHY为什么Returning of ticket.Reference for tick
14、et.Note: Receptionist must explain to guest that in order to protect guest interests, so the ticket cannot be delivered to room when guest is out.After front desk returned the ticket to guest, suggest guest to leave for airport at the right time, and confirm with guest about car departure time once
15、again by saying: “ Mr. Tan, your flight at 8:00am please try to leave the Hotel 3 hours before the flight departure, it will give you enough time at the airport. Just for remind the airport tax for international flight is 90.00RMB per person, domestic flight is 50.00RMB per person, please keep some
16、cash with you.” After ticket is returned to the guest, keep the envelope at front desk reception until the guest check out.If guest is not in the room, air-ticket should be kept by reception desk. If during the close time of the lounge, air-ticket should be kept in AM safe deposit box with properly hand overTo provide do more for the guest.Easy for trace back, in case guest needs the confirmation code again.For safety reasonPREPARED 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
