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1、Standard Operation Procedures / Front Desk 前厅部标准操作程序/前台前厅部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
2、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。DEPARTMENT部门: Front Office前厅部JOB TITLE职务: Receptionist前台接待TASK NO任务编号: 26TASK任务: Extension StayEQUIPMENT REQUIRED: Fidelio terminalWHAT TO DO要做什么HOW TO DO如何去做WHY为什么Receive extension requirement from guest.Check guest how many days to be extended.Check the ro
3、om availability status.Check guest balance.Check if guest is paid by company or travel agent.Make extension for guest.Politely ask guests name and room number and confirm in the computer. Say: “Good Morning, Sir/Madam, may I help you?”Saying: “Mr./Mrs. XX, may I now that how long will you want to ex
4、tend?”Check the room availability status in the computer.Only keep Assistant Manager / Receptionist Manager informed after you do under full house situation.To check guests cash deposit or credit card approval amount.But, please check it in a polite way and keep guests regard. If deposit is not enou
5、gh, invite guest to pay more deposit is not enough, invite guest to pay more deposit for change payment. If it is credit card payment, accept extension request at first, check approval amount later. By saying: “Mr./Mrs. XX, your deposit is not covered your extension stay, could you pay more deposit
6、please?”If paid by company or travel agent, written extension notice is needed at least before departure, otherwise explain to guest we will charge to guests own account and for travel agents booking room rate will also be changed to walk in rate from extension day.Make extension for guest in comput
7、er immediately if the above terms & conditions are acceptable, update room key for guest.To ensure the correct room number to provide precise service.To get accurate information so as to provide precise service.To encourage receptionist decide making.Credit policy should be applied.Always respect guests and shows your care to the guest.Dont keep guest wait.Update guests profile to show our superior service standard.PREPARED BY: APPROVED BY: DESIGNATIONFront Office ManagerSIGNATURE/DATE 签名/日期DESIGNATIONSIGNATURE/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酒店管理之家