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1、国际酒店前厅部操作手册前厅部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。LO
2、CAL STANDARD OPERATING PROCEDURES本地标准操作程序LSOP No.:RM FO GS-05-02Effective Date:Division:Front Office前厅部Revised Date:Section:ReceptionPrepared by : Approved by 批准人:SUBJECT: Marriott Rewards Elite Member Benefits 万豪礼赏会员待遇_OBJECTIVE目的：Ensure all Ambassadors are familiar with the program, all benefits a
3、re delivered accordingly.确保所有大使熟知不同级别会员所享有的优惠政策。POLICY政策：When Marriott Rewards members earn Silver, Gold, or Platinum Elite status, they will enjoy added degrees of services and benefits.当万豪礼赏会员升级为银卡，金卡或白金卡时，他们可享有更多的服务及优惠。PROCEDURES 程序： 1. Silver Elite Member: l Before Stay: 入住前： Elite Reservation L
4、ine 银卡会员预订专线 Elite Guest Service line 银卡会员宾客服务专线 Ultimate Reservation Guarantee 担保预订 Exclusive Elite Offers 银卡会员专享服务l During Stay: 入住期间 20% Elite Bonus 更多20%积分奖励 Priority Late Checkout 延迟退房特权 Weekend discounts 周末折扣 Gift Shop Discount 礼品店折扣 Free Internet Access 免费使用网络 After your staying: 离店之后 Achieve
5、 Gold Elite status after 50 nights in one calendar year 一个日历年之内入住满50房晚可升级至金卡会员 Elite-Only Rewards 银卡会员专属礼赏2. Gold Elite Member: 金卡会员l Before Your Stay 入住前 Elite Reservation Line 金卡会员预订专线 Elite Guest Service line 金卡会员服务专线 Ultimate Reservation Guarantee 担保订房 Exclusive Elite Offers 金卡会员服务l During Your
6、Stay: 入住期间25% Elite Bonus 更多25%积分奖励Priority Late Checkout 延迟退房特权Weekend discounts 周末折扣Gift Shop Discount 礼品店折扣Free Internet Access 免费网络Room Upgrade 房间升级Guaranteed Room Type 担保预订房型Guaranteed Lounge Access/Breakfast 行政酒廊Free Local Phone 本地免费电话Free Local Fax 本地免费传真Discounted Long-Distance Phone Calls 长
7、途电话折扣l After Your Stay 入住后 Achieve Platinum Elite status after 75 nights in one calendar year 一个日历年之内入住满75房晚可升级至白金员 Elite-Only Rewards 金卡会员专属礼赏3. Platinum Memberl Before Your Stay 入住前 Exclusive Reservation Line 白金卡会员订房专线Exclusive Guest Service line 白金卡会员服务专线 Ultimate Reservation Guarantee 担保订房 Exclu
8、sive Elite Offers 白金卡会员专属服务48-Hour Guaranteed Availability 48小时内订房担保l During Your Stay: 入住期间50% Elite Bonus 更多25%积分奖励Priority Late Checkout 延迟退房特权Weekend discounts 周末折扣Gift Shop Discount 礼品店折扣Free Internet Access 免费网络Room Upgrade 房间升级Guaranteed Room Type 担保预订房型Guaranteed Lounge Access/Breakfast 行政酒廊Free Local Phone 本地免费电话Free Local Fax 本地免费传真Discounted Long-Distance Phone Calls 长途电话折扣 Platinum Arrival Gift 白金卡欢迎礼物l After Your Stay 入住后 Elite-Only Rewards 白金卡会员专属礼赏Reviewed by 审核人: Approved by 批准人: _ Division Head部门主管 General Manager总经理酒店管理手册前厅、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