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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-D002Effective 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Telephone Courtesy电话礼仪规范Approved By 批准人: General Manager总经理Distribute to分发:Front DeskPage 3 of 2Objectiv
3、e 目标: Ensure all calls to be answered within three rings and in a uniform manner. Speech should be Friendly, clear and precise, ensuring the caller has the correct image of the hotel.确保所有电话在三声内由统一的方法应答。发音要友善，清楚和准确，保证打电话的人从酒店得到正确的信息。Procedures 程序: 1. Ensure the telephone is answered within three ring
4、s.确保电话在三声内应答。2. Answering the telephone from the front desk with the following:前台使用以下语言接听电话：“Good Morning/Afternoon / Evening, Front Desk, xxxx speaking.”早上好/下午好/晚上好，前台，我是xxx。3. For external calls enquires the name of the caller should be used frequently. In house calls should also be addressed by n
5、ame when both known. Staff and guests should be treated with equal courtesy.外线电话要经常的称呼客人。内部电话也同样要称呼其名字。对待员工和客人都要同样的礼貌。4. Always speak in a clear, pleasant tone, never raise the voice or shout.说话要清楚，语调要令人舒适，不要大声说话。5. If another phone rings while you are already on a call, excuse yourself, press the h
6、old button and answer the other line. Ask the caller to hold. Remembering the first caller is waiting and go straight back to the call.如果你正在接听电话，另一部电话又响起，先向电话里的客人道歉并按下保留通话键，再去接听另一部电话。告诉客人先稍后。记住第一部电话的客人还在等待，然后再回复后面的电话。6. If assistance is needed when attending to a caller, politely ask them to hold, p
7、ress the hold button and obtain assistance. Never leave the caller on an open line.如果打电话者需要需求帮助，礼貌的告诉客人稍等，按下保持通话键。不要让客人的电话处于开放状态。7. When call forwarding to another party, tell the caller what you intend to do, dial the new extension and tell the new party who is calling and reason for his call if kn
8、own, hang up and both parties will be connected.如果需要转接电话到其他地方，告诉客人你要做什么，拨打新的电话号码并告诉客人是谁找他，当两边接通后再挂断电话。8. Replace the receiver gently. Make sue the caller hangs up first.轻轻的挂断电话。确保客人先挂断。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
9、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 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