Shangri-la_FO_SOP_香格里拉前厅部SOP.doc

SHANGRI-LA HOTELS AND RESORTS F14.12 Rooms ReservationsF14.13 Restaurant Reservation CallsF14.14 After Office Hours CallsF14.15 Back-Up ProceduresF14.16 Telephone CourtesyF14.17 Telephone Courtesy-Hotel OperatorF14.18 Radio/Music/Video SystemF14.19 Complaint CallsF14.20 VoicemailF14.21 Unresolved Voicemails and Text MessagesF15 SERVICE CENTERF15.1 Introduction to the Concept of Service CentreF15.2 Process OverviewF15.3 Organizational ChartF15.4 Shift DutiesF15.5 Attending TO Telephone CallsF15.6 Handling of Incoming FaxesF15.7 Handling of Messages of Envelopes for In-House GuestF15.8 Delivery of Faxes and MessagesF15.9 Handling Over between ShiftF15.10 Luggage Collection / Delivery RequestF15.11 Handling of Guest ComplaintsF15.12 Equipment Set UpF16 CONCIERGEF16.1 General Operation GuidelinesF16.2 Airport/Limousine Operation GuidelinesF16.3 Bell Service Operation GuidelinesF16.4 Concierge desk Operation GuidelinesF16.5 Porte Cochere /Valet Parking Operation GuidelinesF16.6 Concierge desk Set-UpF16.7 Arrival /Departure Luggage and Stored LuggageF16.8 Deliveries RecordF16.9 Guest Mail /Package and Special Delivery HandlingF16.10 Items Hold For CollectionF16.11 Luggage StoreroomF16.12 Information –“What On”F16.13 Flight Ticketing ServicesF16.14 Massage ReservationsF16.15 Restaurant ReservationsF16.16 Newspaper Substitute CardF16.17 Taxi SlipsF16.18 Transportation ArrangementF1 PREFACEF1.2 USING THE MANUALMost information contained in the manual can be used regardless of location. However, it is recognized that there may be some areas where implementation may differ due to variance in size, legal codes and appropriateness to the local situation.Should particular areas of the procedures require to be adapted, the revisions should be added to the manual accordingly in the appropriate order.The Director of Rooms/EAM-Rooms is responsible for ensuring that contents are kept current and compliance with the manual will be reviewed as part of the operational audit process.F1 PREFACEF1.3 IMPLEMENTATING THE PROCESSESAs with other Corporate guide sent to individual Shangri-La Hotels and Resorts’ properties, each hotel/resort is responsible for developing its own Standard Operating Procedures(SOPs).In terms of format, the same framework may be used and extended for the local manuals (as appropriate).The following is a suggested approach for implementation:- Review contents- Develop local standards, policies and procedures based on processes the outlined.- Conduct working sessions with Department Heads / Supervisors to disseminate the information.- Use for development of Training Manuals, Recruitment, Manager / Supervisor Induction and Reference Resources.F2 ORGANIZATION & RESPONSIBIL TIESF2.1 ORGANIZATION CHARTRooms Division Manager / Director of Rooms/ EAM-RoomsFront Office ManagerExecutive HousekeeperHealth Club ManagerService Leader SecretaryService Managers Fr ont Office, Guest Relation, Transport, Buisiness Centre,, Telephone / Service CentreService Managers HousekeepingService Manager LaundryService LeadersService AssociatesLaundry Manager F2.2 JOB DESCRIPTIONF2.2.1 FRONT OFFICE MANAGERJOB TITLE: Front Office ManagerDEPARTMENT: Front OfficeDIVISION: RoomsREPORTS TO: Rooms Division Manager/Director of Rooms/Executive Assistant Manager_______________________________________________________________________________PURPOSEThe Front Office Manager provides guest service as well as supervision, direction and leadership in the Front Office in accordance with the objectives, performance and quality standards established by Shangri-La Hotels & Resorts.DUTIES AND RESPONSIBILITIES1. Is responsible for the proper, efficient and profitable functioning of the Front Office which includes Front Desk (Reception and Cashiering), Concierge, Horizon/Traders Club, Business Centre and Telephone/Service Centre.2. Ensures maximum sale of rooms at highest possible rates daily.3. Sets up manning standards in Front Office.4. Clarifies duties and responsibilities of Front Office personnel and ensures that work flows are in logical order.5. Ensures proper staffing at all times.6. Ensures that the established quality standard and a high level of work performance are maintained.7. Ensures that standards, policies, procedures are clearly understood and followed through.8. Motivates and ensures staff perform to the high service level required, maximizing total customer satisfaction.9. Makes certain that all section personnel are well-groomed at all times.10. Explains relationships among different posit。