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1、前厅前台接待服务手册国际酒店前厅部服务程序Front Office 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。 Resor
2、t Changbaishan Changbaishan SuitesHOTEL度假酒店HOTEL套房假日酒店Policy Number 序号:GSA/P&P-D001Effective Date 实施日期 :Policy & ProcedureFront Desk制度和程序Supercedes No. 废止号 :Prepared By 制定人 :Front Office Mgr.前厅部经理Advance Deposit预付押金Approved By 批准人: General Manager总经理Distribute to分发:Front DeskPage 3 of 1Objective 目标:
3、 To ensure an effective credit control and thus avoid revenue losses through guest leaving the hotel without paying the account.为了有效的控制客人在没有支付费用的情况下离开酒店。Procedures 程序: Advance Deposit refers to full or part payment made in advance to the hotel by company, organisation, or individual for expected exp
4、enses that will be incurred at the hotel.由公司，团队或个人预先向酒店支付部分或全部押金用于支付在酒店产生的费用。1. Guest Service Agent will collect advance room payment for the length of guests stay plus 500RMB for per night for incidental charges from guests. The length of guests stays plus 300RMB for per night for the guest no pers
5、onal account.前台应该向客人收取至少是客人住店期间房费加每晚500元作为预付押金。无个人账户的客人可收取房费加每晚300元作为预付押金。2. If a credit card for guaranteeing room payment, GSA must obtain an imprint of the credit card after checking its validity. 如果是用信用卡作为担保的，前台必须在检查信用卡有效期的前提下进行刷卡。3. GSA must ensure guests to sign the imprint slip of credit card
6、. 前台要确保客人在刷卡单上签字。4. The method of payment from guests must be written down on the registration card by GSA.客人的付款方式，前台必须写在登记单上。5. Travel agencies are normally required to pay a deposit /prepayment since they would have collected in advance from their clients. If the travel agent has a written agreeme
7、nt with the hotel, then GSA should collect the miscellaneous deposit from the guest.旅行社通常都会提前收取客人的费用，如果旅行社与酒店有协议，前台只需收取客人的杂费押金。6. If the money is transferred telegraphically, a photocopy will be routed to the Reservations Department and the original is kept by the Finance Department.如果是自动转账的，前厅部留复印件
8、，原件交财务部保存。7. The cheque received shall be approved by Financial Department and be recorded on the SUMMARY OF ROOM DEPOSITS in duplicate. Then deposited into the Depository Safe for banking-in the following day. Depositing must be done in the presence of an independent witness (e.g. security personne
9、l or the General Cashier).收取支票需要财务部的批准并记录在押金摘要上并存于保险箱。取出时要有证明人在场。（例如：保安员或总出纳）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附件：酒店各部门组织架构总经理办公室:GM 人力资源部:HR 财务部:FN 销售部:S&M餐饮部:F&B 前厅部:FO客房部:HSKP 工程部:ENG 保安部:SEC 康乐部:ENT 市场传讯部MC酒店各职位英文缩写Board Chairman (Director) 董事长GM-GENERAL MANAGER 总经理 DGM-DUTY
10、GENERAL MANAGER 副总 DOR-DIRECTOR OF ROOMS 客务部总监 AM-ASSISTANT MANAGER 大堂经理 FO-FRONT OFFICE 前厅部DOM-DIRECTOR OF SALES&MARKETING 销售部总监 FOM-FRONT OFFICE MANAGER 前厅部经理 F&B-FOOD&BEVERAGE 餐饮部 CON-CONCIERGE 礼宾部 BC-BUSINESS CENTER 商务中心 ENG-ENGINEERING 工程部 HR-HUMAN RESOURCES 人力资源部FN-FINANCIAL DEPARTMENT 财务部 FC-FINANCIAL CONTROLLER财务总监 A.T.K Administrative total kitchen行政总厨 Revenue Manager收益管理经理 RECP-RECEPTION 接待处 HSKP-HOUSEKEEPING DEPARTMENT客房中心酒店管理之家