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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-D017Effective 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Guest Security客人的安全Approved By 批准人: General Manager总经理Distribute to分发:Front DeskPage 3 of 2Objective 目标:
3、To ensuring guest safety, personnel privacy and convenience for their duration of stay.确保客人人身及财产安全，在住店期间为客人提供便利Procedures 程序:l Room Keys 房间钥匙1. Guest Service Agent will only issue one card key to one registered in-house guest. Two card keys to two guests in sharing room.前台员工会给所有在店客人制作一把钥匙。两位客人入住时制作两
4、把钥匙。2. In the event of a guest lost his/her room card key or requests for a second card key, some logical questioning should be undertaken by Guest Service Agent before issuing a card key to the guests, for instance:当客人遗失了房间钥匙或是要求制作另外一把钥匙时，在为客人制作新钥匙之前，前台员工需要询问客人问题，例如：Ask the guest for an alternate f
5、orm of identification, i.e. guests passport or ID Card for local:需要向客人对客人进行身份确认，例如：客人护照，身份证号码等a) What is your home address? 您的家庭住址是？b) What is your arrival or departure date? 您的到店日期或离店日期是？c) What is your room rate? 您的房间价格是？d) How will you be finalizing your account? 您的付款方式是？e) Guest birthday .客人生日3.
6、 If any guest want to have a card key to be issued to another person, Guest Service Agent must tell the guest that a shared reservation should be set with second card key to Mr./Ms. _. 如果客人要求为其他客人制作房卡，前台员工需要告知客人需要做XX先生/女士的同意并登记预订才可以制作新房卡。 l Room Numbers 房间号码1. Guest Service Agent should never give o
7、ut a room number of guest under any circumstances.前台员工在任何情况下不得说出客人的房间号码2. During the check in process, never say the room number out loudly, we must indicate the room number as written in the Welcome Booklet.在入住登记中，不允许将房间钥匙大声说出。我们需要在欢迎卡中向客人提示房间号码。3. Guest Service Agent should politely indicate to th
8、e guest by saying “Mr/Ms. XXX, this is your room number.” Indicate with your finger on the location of the room number on the Welcome Booklet, never say the room number out loud.前台员工需要跟客人讲“XXX先生/XXX女士，这是您的房间号码”，并用手指指向欢迎卡的房间号码处，一定不要说出客人的房间号码。l Mail & Message 邮件留言1. All mail will be sent directly to t
9、he guestroom with 15 minutes upon receipt of mail.收到邮件后15分钟内务必送到客人房间。2. Any excessively large item or registered mail will be held at the Concierge Desk, a message should be left through voice mail informing that a parcel or registered mail is waiting for collection. Guest must sign in the log once
10、he/she receives the parcel or registered mail.大件物品或者需要登记的邮件可以暂时寄存在礼宾部，但需要为客人做语音留言通知客人有包裹保存。客人取到包裹后需要在登记单上签字。3. Any person or outside company should never be given the guest room number when delivering any item to the hotel for the in-house guests.不得将任何店内客人的房间号码告知其他或店外客人。4. If message left with messa
11、ge form, it must be delivered to guest room immediately upon receipt of message. If the guests not in the room, Concierge Shift Leader will leave message to guests through voice mail.如果是文本性留言，需要及时将留言送到客人房间。如果客人不在房间，礼宾领班需要通过语音向客人留言。l Guests Joiner 客人同伴1. If guests bring another guests into the hotel
12、to join them :住店客人带来了其他客人与其同住：a) Guest Service Agent should politely advise the guests: if the joiner will stay over night, his ID Card or passport is needed for registration. 前台员工需要礼貌地向客人建议：如果来访者将在店内过夜，需要登记客人的身份证或护照。b) If only visiting the in-house guests for short time, the visitors are only neede
13、d to be registered by Lobby Security and the visitors must leave the hotel by the time according to local PSB rules. 如果仅是来探望在店客人，来往者仅需要在保安大堂岗做登记，并按照公安局的要求时间离开酒店。2. If an incident arises from a joiner, the Security Department should be contacted immediately. All details of the incident should be logg
14、ed.如果是来房者出现了事故，必须及时联系保安部门。所有事故的详细内容需要做记录.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 R
15、OOMS 客务部总监 AM-ASSISTANT MANAGER 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