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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 OfficeJOB TITLE职务: ReceptionistTASK NO任务编号: 25TASK: Handling Guest Location Request (Page 1 of 2) EQUIPMENT REQUIRED设备要求设备要求: Fidelio termina
2、lWHAT TO DO要做什么要做什么HOW TO DO如何去做如何去做WHY为什么Greeting the guest when the guest approaches the reception counter.Check in the computer.Take down guests notice.Offer further assistance.Call telephone operator.Saying: “Good morning, Mr./Mrs. XX, may I help you?”Upon the guest request for location service,
3、 politely inquire guests name and room number and confirm in the computer.Politely ask guest for the location place or contacting telephone number and note down on the location form which should include:n Hotel outletsn Blank place for noting down outside place or telephone numberPolitely ask the gu
4、est when he/she will return.Repeat the details to the guest.If guest there is no confirmed time when he/she comes back, tell guest by saying: “Mr./Mrs. XX, when you come back, would you please call us to cancel this message?”Tell guest this message will be passed to his/her friend “Mr./Mrs. XX, well
5、 tell your friend where you are and how to contact you or well put through your friends telephone number.”Check if anything else we can do for guest. If no, thank guest to finish the talking with guest.Inform telephone operator of the location notice immediately.Request operator to repeat the detail
6、s.To create a good impression to the guest.To ensure the guest is in houseguest and room number is correct. Correct guest information can assist us to provide precise service.For record.To cancel guest location on time. Guarantee our consistent service.To ensure to get clears and full information. E
7、nsure precise service is provided.Alert guest to provide time to let guest feel our care for him/her.Make guest feel we are reliable expresses our helpful service to guest.Always remember to do more for guest.Avoid forgetting the notice. Use teamwork to process consistent service.To ensure operator
8、gets clears and full information.PREPARED BY编写人: APPROVED BY批准: DESIGNATION名称Front Office Manager前厅经理前厅经理SIGNATURE/DATE签名/日期签名/日期DESIGNATION名称SIGNATURE/DATE签名/日期签名/日期DEPARTMENT部门: Front OfficeJOB TITLE职务: ReceptionistTASK NO任务编号: 25TASK: Handling Guest Location Request (Page 2 of 2) EQUIPMENT REQUIR
9、ED设备要求设备要求: Fidelio terminalWHAT TO DO要做什么要做什么HOW TO DO如何去做如何去做WHY为什么Key in notice in the computerCancel the location notice.Politely inquire the operators name.Keep the location form in the key rack and key in the notice in the computer cancellation time if any. If no specific time, put it TBA.At t
10、he designated cancellation time, call guestroom to confirm if the guest has returned or not. If yes, cancel the location notice in the computer and file the location notice form.If the guest has not returned, keep contacting guestroom till guest comes back or get further notice.For future trace.To alert other receptionist to provide consistent service at every time.Follow up.PREPARED BY编写人: APPROVED BY批准: DESIGNATION名称Front Office Manager前厅经理前厅经理SIGNATURE/DATE签名/日期签名/日期DESIGNATION名称SIGNATURE/DATE签名/日期签名/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、SOP4