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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-D029Effective 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Permanent Folio固定账目Approved By 批准人: General Manager总经理Distribute to分发:Front DeskPage 3 of 2Objective 目标:
3、 Balance the permanent folio according to credit policy按照信贷政策保持固定帐目的平衡Procedures 程序The Permanent Folio is the given folio to non-guests in PMS that include:固定帐目是为PMS系统准备的非客人帐目，它包括：- Lost folio 丢失项目的帐单- No show charge folio 预定未到的费用帐单- City ledger folio 城市挂帐帐单- Banquet deposit folio 宴会押金帐单- Advance de
4、posit folio 预付押金帐单- Rubbish bin folio etc. 垃圾帐单1. Lost folio such as minibar items and telephone charges two different situations。 Minibar charge should be posed to this folio as hotel losses: 丢失项目的帐单包括小酒吧，电话费两种状况。小酒吧的费用入到这个帐单中做为酒店遗失费用- mini bar late charge below RMB100 小酒吧补如金额低于人民币100元- Guest settl
5、e the bill by cash客人现金结帐- The overnight shift should settle the folio total amount every day.夜班需要每日清理该帐单2. City ledger folio 城市挂帐帐单- Any charges need accounting department to do the further following up and the overnight shift should settle the folio total amount every day.所有费用由财务部做日后跟进。夜班需要每日清理该帐单3
6、. Banquet deposit folio 宴会押金帐单- Any advance deposit for banquet event should be posted to this folio and overnight shift should settle the folio total amount every day.所有宴会的预付定金要入到该帐单中，夜班需要每日清理该帐单 - Contact Catering sales or accounting department for further following up. 联系宴会销售员或财务部做日后跟进4. Advance
7、deposit folio 预付定金帐单- All cash advance deposit should be temporary posted into this folio without delay and upon guest arrives, we should transfer the deposit to guest room account after guest check in. (Note: These folios should always be maintained in PMS)所有预付定金可暂时入到该帐单中。当客人入住后会将押金转到客人房间。（注：这个帐单要一
8、直保存在PMS系统中）5. Rubbish bin folio 垃圾帐单When you make the correction for wrong posting, the credit and debit amount should transfer to this folio and accounting department will follow up the folio settlement. (Note: The balance of this folio should always be zero) 当你调整错误入帐时，所有借贷的费用会转到这个帐单中，财务部会跟进所有帐目（此帐
9、单的金额始终保持0）。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 GENERAL MANAGER 副总 DOR-DIRECTOR OF ROOMS 客务部总监 AM-ASSISTANT MANAGE
10、R 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