某大厦酒店前台接待实务.doc

STANDARD OPERATION PROCEDURES标准工作程序RECEPTIONIST前台接待FRONT DESKSTANDARD OPERATION PROCEDURETask No. Description FD01 Awaiting room handling 等候房间FD02 Billing instruction handling 账目说明FD03 Blocking rooms for arrivals 房间预留FD04 Bucket check 检查登记卡FD05 Cash deposit collection 收取现金押金FD06 Check-in with TA voucher 持旅行社入住卷入住程序FD07 Extension stay 处理延住FD08 Flight reconfirmation 重复确认机票FD09 Generating report 总报告FD10 Greeting and welcoming guests 问候并欢迎客人FD11 Group check in 团队登记FD12 Guest location 客人方位FD13 Handling confidential / screen call request 处理客人保密和筛选要求FD14 Handling expected check out 处理预计离店客人FD15 Handling guest enquiries and introducing facilities 处理客人查询并介绍店内设施FD16 Handling in-house amenities 处理客人欢迎品FD17 Handling late check-out request 处理延迟退房的要求FD18 Handling message 处理留言FD19 Handling of complaints 处理投诉FD20 Handling of guest compliments 处理客人致意FD21 Handling wake-up calls requests 处理叫醒的要求FD22 Key authorization 钥匙的授权FD23 Lost & Found procedure 失物招领程序FD24 Loss of safe deposit box key 保险箱的钥匙丢失的处理FD25 Maintaining Communication Log Book 使用交班本FD26 Preparation for guest arrivals 为客人到达做好准备FD27 Printing arrival reports and registration cards 打印来客报告和登记卡FD28 Registering a walk-in guest 散客登记FD29 Registering guest with confirmed reservation 为确定的预订房间的客人登记FD30 Room change procedure 调房程序FD31 Safety deposit box 保险箱服务FD32 Taking reservation 办理预定FD33 Travel agency voucher 旅行社入住卷DEPARTMENT : Front Desk部门 ：前厅部JOB TITLE : Guest Service Associate职称 ：前台职员TASK NO : FD 01号码 :TASK : Awaiting room handling工作职责 : 等候房间 (1 of 2)EQUIPMENT REQUIRED : Opera Workstation所需设备 ：工作台WHAT TO DO工作程序HOW TO DO操作明细WHY工作目的Register for the guest.为客人登记Search for vacant dirty room.在系统中找空房Ask room controller for room cleaning 请房态控制员确认干净房间　Make registration for the guest according to the registration procedure.为客人登记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.如果当时没有干净空房，首先在系统中找空房脏房，马上通知客房部打扫。

Invite guest for welcome drink 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 take about 30 minutes. May I invite you to have a complimentary drink in our Lobby Lounge and I will let you know as soon as the room is available.”邀请客人在大堂酒廊喝一杯免费饮料等候，并告知打扫房间大约需要的时间，房间打扫好后马上通知客人Let guest have time idea. Show our sincerity to serve guest.Courtesy compensation for guest waiting. Let guest feel our humility.让客人感受到我们真诚的服务。

PREPARED BY : MICHAEL ZHENG起草人 APPROVED BY : MR RAY ZHOU批准人 POSITION: FOM职位：SIGNATURE/DATE签字/日期:POSITION: FOM职位：SIGNATURE/DATE签字/日期:DEPARTMENT : Front Desk部门 ：前厅部JOB TITLE : Guest Service Associate职称 ：前台职员TASK NO : FD 01号码 :TASK : Awaiting room handling工作职责 : 等候房间 (2 of 2)EQUIPMENT REQUIRED : Opera Workstation所需设备 ：工作台WHAT TO DO工作程序HOW TO DO操作明细WHY工作目的Check and call room controller随时与房态员确认房间状况Check in system系统登记Keep monitoring the room status in the computer.在系统中随时检查房态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 XX. Thank you for your understanding.”Apologize for the waiting and introduce the GSA-Concierge to escort the guest to the room.Check in the room in the system immediately.房间一打扫好后，马上把钥匙送给客人，并对客人的等候表示歉意。

行李马上送到客人房间，并在系统中登记入住房间Get updated room status at first time.在第一时间得到更新的房态Efficiency service action will let guest feel our sincerity and humility.提供快捷的服务Roomconnect with the telephone line. Anticipate guest request.系统登记房间使线马上接通PREPARED BY : MICHAEL ZHENG起草人 APPROVED BY : MR RAY ZHOU批准人 POSITION: FOM职位：SIGNATURE/DATE签字/日期:POSITION: FOM职位：SIGNATURE/DATE签字/日期:DEPARTMENT : Front Desk部门 ：前厅部JOB TITLE : Guest Service Associate职称 ：前台职员TASK NO : FD 02号码 :TASK : Billing 。