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1、国际酒店前厅部操作手册前厅部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。LO
2、CAL STANDARD OPERATING PROCEDURES本地标准操作程序LSOP No.:RM-FO-GS-01-06Effective Date:Division:Rooms办公室Revised Date:Section:Front Office前厅部Prepared by : Approved by 批准人:_SUBJECT:Telephone Etiquette 电话礼仪_OBJECTIVE目的：To ensure Front Office ambassadors will use professional telephone etiquette at all times, a
3、ccording to renaissance brand standard.确保每一位前厅部大使严格执行万丽酒店电话礼仪标准要求。POLICY政策：All Front Office ambassadors will promote and enhancing the professional Renaissance image and first impression of the hotel to all callers.前厅部所有员工必须让致电客人感受到万丽酒店的专业化态度，并留下美好的第一印象。PROCEDURES 程序： 1. Answer all calls promptly wi
4、thin 20 seconds, using the appropriate greeting.在电话铃响二十秒内迅速接听电话，使用标准电话问候语。2. When answering a call, pause briefly before speaking.回答电话前，先做一停顿。3. Speak into the telephone mouthpiece or receiver.讲话时对准电话的话筒4. Speak clear and slowly, and maintain friendly tone and pitch.语音清晰、语速适当、语调友好自然。5. Listens caref
5、ully to the callers request-DO NOT interrupt. Repeat back to the caller to confirm understanding.仔细聆听，不要打断客人说话。向客人重复信息以确保理解正确。6. Use guest name where known, or sir/madam at all times. (If internal call room number or extension will be displayed on the screen of telephone. Use inquiry screen in compu
6、ter system or printed guest list to confirm guest name where necessary).尽量使用客人姓名，如果不知道，则使用“先生”或“女士”来称呼。(如果是从客房内或酒店分机打来，可在电话机来电显示屏上显示出来。可使用电脑系统的查询功能或住店客人报表查询客人信息)7. Use correct, professional language at all times, including “Yes” or and “Certainly”. “OK” or “yeah” is not acceptable language in respon
7、ding to a caller. Avoid jargon or slang words.任何时候都应使用正确、专业的用语，如“是的”或“当然可以”。不应向客人使用“好的”等非正式用语以及俚语。8. Where the call is interrupted for any reason, including searching or locating a guest, the call must be put on hold. Always ask guest permission before putting a caller on hold. If caller is not prep
8、ared to wait, enquire if they would prefer to be contacted back, and take appropriate details.如与客人的通话需要被中断，如需寻找另一位客人，必须先征得客人同意再将通话客人状态置于保持键。如客人不愿等候则征询客人是否接受回电，之后纪录详细信息。9. Never chew or drink when on the telephone.接听电话时不可咀嚼口香糖或喝水。10. Close the call thanking the caller.在结束与客人的通话前需感谢客人。11. Allow the caller to hang up the telephone first.请客人先挂断电话。12. Use hotel standard to answer the telephone.使用酒店标准用语回答客人电话Reviewed by 审核人: Approved by 批准人: _ Division Head部门主管 General Manager总经理酒店管理之家