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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-D013Effective 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Folio Transfer转帐Approved By 批准人: General Manager总经理Distribute to分发:Front DeskPage 3 of 2Objective 目标:To
3、serve guest needs and to provide guest convenience.满足客人的需求给客人提供方便。Procedures 程序: 1. All transfers from folio to folio, whether within the same account or to another account, must be accompanied by the appropriate transfer voucher that needs to be authorized and signed by the Guest Service Agent Shif
4、t Leader. 所有的转账，不论是在相同的帐户里还是不同的帐户都要有相应的转账单并需要有前台领班的授权和签字。2. When transferring one account to another, Guest Service Agent must present the transfer voucher Authorization for paying for the third party to the guest who will pay for another person for sign.当把一笔账目转到另一个时，前台要向客人出示转账单为第三当事人付款的授权，谁为谁付款就让谁签
5、字。3. Guest Service Agent should attach Authorization for paying for the third party with the guest Registration Card for guests check upon check-out.前台要把为第三当事人付款的授权与客人的登记单放在一起以便客人结账时查看。l City Ledger 城市挂账1. Complete Transfer to City Ledger Report (Attachment) on every transfer, GSA Shift Leader shoul
6、d sign for approval.所有转账到城市挂账，前台领班都要签字批准。2. Night shift GSA should check each transfer comply with the report, Night DM double check then sign for approval.前台夜班要按照报告检查每一个转账，夜班值班经理要再次核查然后签字批准。3. Ensure that every city ledger transfer must have enough supporting. Night duty DM check and forward one co
7、py of report to FOM.确保每一笔城市挂账都有足够的证明。夜班值班经理检查后将一份报告转交给前厅经理。4. All checks received in the mail should be stamped for deposit, Initialed, and entered in the check register by the person opening the mail. The person posting the checks in the Front Office should record the folio number in the check regi
8、ster. The Reception Manager/FOM should verify each check to see that it was post properly by tracing these payments to the applicable folio. 所有邮寄的支票需要签字盖章。前台入帐员工需要记录帐单号及支票号。前台经理或前厅部经理需要查看每张支票是否入帐得当。5. City ledger items have a way of “growing old” before we notice them. FOM should have a time schedul
9、ed each week to update the city ledger.城市挂帐项目有时会被我们忽略。前厅部经理需要制订检查表每周检查城市挂帐项目。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