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1、Standard Operation Procedures / Front Desk标准操作程序/前台STANDARD OPERATION PROCEDURES标准操作程序RECEPTIONIST前台接待国际酒店管理手册前厅/客房/餐饮/营销/工程/保安/质检/人事/行政/资料DEPARTMENT部门: Front OfficeJOB TITLE职务: ReceptionistTASK NO任务编号: 06TASK: Handling In -House Amenity处理内部设施EQUIPMENT REQUIRED设备要求: Fidelio workstationWHAT TO DO要做什么
2、HOW TO DO如何去做WHY为什么Analyze the arrival report and guest amenity summery report generated by Fidelio.Check guest history (remarks in guest profile) for any special needs.Raise the amenities requisition form for same day booking.Ensure that the requested amenities have been placed in the room prior to
3、 guests arrival.To meet guests any additional requirement.Go through each reservation and double-check the special requests or amenities.View the remarks in the guest profile to look for any special needs or requests during the guests previous stay.For the same day booking, fill in the details such
4、as name, date, day of arrival, expected time of arrival, requests, any room number which has been blocked. Hand the guest amenity summery report to room service and kitchen, if there is prior reservation.Telephone the “Room Service” to ensure that all amenities requested have been sent to the room p
5、rior to guests arrival.Telephone the “Room Service” relevant DEPARTMENT部门 regarding some special set up amenity.To ensure that all requests are attended to and that nothing is missed. Care about guest every request detail.To Provide efficient service for the guest as well as to ensure those mistakes
6、 are not repeated. When guests come back, let the guests feel the Home away from Home, and show our sincerity to guest.Complete details are important, as it will help the respective DEPARTMENT部门s to prepare for the special request. Provide our precise service.To guarantee our consistent in all services.Meet guest request to delight guest.We will make customer delight a key drive of our business.PREPARED BY编写人: APPROVED BY批准: DESIGNATION名称Front Office Manager前厅经理SIGNATURE/DATE签名/日期DESIGNATION名称SIGNATURE/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