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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 Office JOB TITLE职务: ReceptionistTASK NO任务编号: 39TASK: Prepare for group check out (Page 1 of 2)EQUIPMENT REQUIRED设备要求: Fidelio work station/Bi
2、ll folio/Long staying contractWHAT TO DO要做什么HOW TO DO如何去做WHY为什么 Read through group correspondence. Check wake up call time. Print out master bill folio to check.Prepare all guest checksInform relevant DEPARTMENT部门s regarding any group arrangement change.Every day, check group correspondence, which c
3、hecks out on next day. Carefully read group correspondence. Check number of rooms, room rate, and number of complimentary rooms, meal type, Pax of meal, price of meal, payment method, and routing instruction.Supervisor or shift leader should check group wake up call time and scheduled check out time
4、 to see if there are early check out groups, if necessary, arrange enough receptionist to be on duty at morning shift. Print out master bill folio in detail and check it carefully according to contract. Check if all checks of guest bill are in bucket. If some missing, contact Financial DEPARTMENT部门
5、to get copy from Financial DEPARTMENT部门.If have any group arrangement change, a amendment group inform form should be submitted immediately to all relevant DEPARTMENT部门 for updating information.e.g. Inform housekeeping for check out time change, inform telephone operator for wake up call time change
6、, inform restaurants for meal arrangement and time change, inform concierge for luggage down time change.Get detail of guest information to be ready for providing precise service to guest. Prepare enough manpower to guarantee efficiency, precise and excellent service.Find out mistake if have in adva
7、nce of guest check out so as to avoid guest waiting and feeling upset, carefully work can assist us to provide excellent service. Ready for guest double check, anticipating guest request, providing our excellent service to let guest feel satisfied.Keep updated group information to relevant DEPARTMEN
8、T部门; use our teamwork of Sofitel spirit to provide excellent service to guest.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DEPARTMENT部门: Front Office JOB TITLE职务: ReceptionistTASK NO任务编号: 39TASK: Prepare for group check out (Pag
9、e 2 of 2)EQUIPMENT REQUIRED设备要求: Fidelio work station/Bill folio/Long staying contractWHAT TO DO要做什么HOW TO DO如何去做WHY为什么 File group correspondence. File all group correspondence together in one bucket “Today check out group”.All in house group which check out date is the day after next day should be
10、filed in one bucket” In house group” by check out date. Keep all materials well to be ready to serve guest at first time and every time with our excellent service. 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