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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: 27TASK任务: Safe Deposit Box (Page 1 of 3)EQUIPMENT REQUIRED: Safe Deposit BoxWHAT TO DO要做什么HOW TO DO如何去做WHY为什么Greet guest upon guest approach reception counter.Check guests name and room n
3、umber.Explain liability clause to guest.Fill safe deposit record card.Check safe deposit record cardSaying: “Good morning, Mr./Mrs. XX, may I help you?”Upon guest request to claim for safe deposit box, please confirm in computer that guest is a registered guest.Escort the guest to the safe deposit b
4、ox room. By saying: “ This way please sir. Please wait a moment, Ill open the door from another side.”Explanation must be simplified based on the liability. Ensure do not touch too much on the details by saying: “Mr./Mrs. XX, if you are clear of the information, may I have your signature here.” Usin
5、g your point finger on the column.Fill in safe deposit record card for guest according to guests information and invite guest to sign on the record.If guest will authorize a representative specimen signature of the guest and the authorized representative all are required on the safe deposit record c
6、ard.After guest sign on the safe deposit record, Front Desk receptionist should check the record and sign on the space of: Issued by: _.Professional service.Always remember to show our initiate service to guest.Explain politely to guest what we request is to care about guests security.Show our respo
7、nsibility to guest and Front Desk receptionist signs for future tracing.PREPARED BY: APPROVED 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: 27TASK任务: Sage Deposit Box (Page 2 of 3) EQUIPMEN
8、T REQUIRED: Fidelio terminalWHAT TO DO要做什么HOW TO DO如何去做WHY为什么Issue safe deposit boxIssue safe deposit box keyFile the safe deposit record cardGuest accesses the safe deposit boxVerify the application formAfter finishing above procedure issue safe deposit box stand away from guest so you protect gues
9、t privacy and remember never show your personal interest in guest valuables.Issue the guest a safe deposit box key; two keys are required to open a safe deposit box. One key, which is kept, by Front Desk and the duplicated master key is kept by financial controller in a safe.File the safe deposit re
10、cord card in order of the deposit box number and on copy of record card should be attached to hotel guests registration card.If hotel guest or his/her representative wants to access the safe deposit box. They should complete one pre-numbered safe deposit box access application before accession.Front
11、 Desk receptionist should verify the signature on the application form to the specimen signature on the safe deposit record card.If the signature on the application form is not similar to the signature on the specimen signature. Assistant Manager should be called upon to decide whether entry should
12、be allowed.If the signature on the application form is same as the specimen signature on the safe deposit record card, the Front Desk receptionist signs on the space: Issue by, and files the access application form with the safe deposit record card.To guarantee the safety of guest items also is Sofi
13、tel standard.For easy picking up when needed and to alert another Front Desk receptionist upon guest checkout to alert guest to cancel the safe deposit box.For verifying guests information. Care about the safety of gust items.Front Desk receptionist should verify the signature on the application fro
14、m to the specimen signature on the safe deposit record card.For verifying guests information. Care about the safety of gust items.Refer the important decision to manager. Avoid to upsetting guest by any inappropriate decision.PREPARED BY: APPROVED BY: DESIGNATIONFront Office ManagerSIGNATURE/DATE 签名
15、/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: 27TASK任务: Safe Deposit Box (Page 3 of 3)EQUIPMENT REQUIRED: Fidelio terminalWHAT TO DO要做什么HOW TO DO如何去做WHY为什么Open the safe deposit box.Surrender the safe deposit box.Guest signs off the safe depo
16、sit record card.File the safe deposit record card.Politely collect the safe deposit box key and open the safe deposit box with the master key held by Front Desk and safe deposit key held by guest.When opening the safe deposit box, keeping calm and polite attitude.Upon guests check out, alert guest t
17、hat safe deposit must be surrendered.Politely invite guest to sign off the safe deposit record card under the surrendered of box user. The date of surrender of the box is entered and Front Desk receptionist should sign off on the safe deposit record card after checking that the gust has removed ever
18、ything form the box.File the safe deposit record card according to the date when the box is surrendered.To record when, who and how many times the safe deposit box have been opened. Provide honesty and humility service.Keep certain distance and always dont let guest feel nervous and embarrassed.Safe deposit box is only for in houseguest.For future tracingPREPARED 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