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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: Front OfficeJOB TITLE职务: Receptionist前台接待TASK NO任务编号: 22TASK任务: Key Authorization Procedure (Page 1 of 3)EQUIPMENT REQUIRED: Fidelio terminalWHAT TO DO要做什么HOW TO DO如何去做WHY为什么In house guest leave key to visitorCheck guests name and room numberFill
3、 in the key authorization formExplain the declaration to guest.If guest call from the floorIf in house guest approaches the guest service counter to claim key authorization service, politely inquire guests name and room number and double check in the computer.Raise the Key Authorization Form.Fill up
4、:Guest Name and room numberArrival and Departure datePerson authorizedPassport/ID numberDuration usedGuest SignatureReceiving personIssuer receptionistUse closed palm to point out the declaration clause on the authorization form to the in house guest and politely explain to the guest that “Hotel wil
5、l not be liable for any claim arising out of the aforementioned property.By saying: “Mr. XX, we will careful check your friends ID, to ensure we pass the key to the right person.”When guest call from floor house phone, note:Guest name and room number.Advice guest that you will arrange someone with t
6、he room key will attend to him immediately.Check computer to verify guest nameAnd room number.Nationality and date of birth. Cut Betech key card and informed Assistant Manager.Ensure the guest is a hotel guest and room number is correct.Get the in houseguests (key holder) written authorization.Custo
7、mer securityRecognition program and flexible service.Clarify the responsibility. Care about hotels benefit in order to avoid future unnecessary benefit.Double check guest information and feedback to Assistant ManagerPREPARED BY: APPROVED BY: DESIGNATIONFront Office ManagerSIGNATURE/DATE 签名/日期DESIGNA
8、TIONSIGNATURE/DATE 签名/日期DEPARTMENT部门: Front Office前厅部JOB TITLE职务: Receptionist前台接待TASK NO任务编号: 22TASK任务: Key Authorization procedure (Page 2 of 3)EQUIPMENT REQUIRED: Fidelio terminalWHAT TO DO要做什么HOW TO DO如何去做WHY为什么Invite guest signatureLeave a locationKeep key authorization formIssue the room keyFi
9、le key authorization formGuest request room keyInquire guests welcome bookletAfter confirm guest fully understanding the form, invite guest sign for authorization.Leave a location for the in house guest if guest will.Keep the key authorization form at information rack or designated place.When the de
10、signated key receiver approaches the guest service counter, check key receivers ID card or passport and note down the number on the key authorization form. Politely invited the key receiver to sign on the key authorization form By saying: “ Mr. XX, could you sign it on the form, please?”GSA who issu
11、es the room key signs on the key authorization form.File key authorization form by date.If guest claim for room key at front desk, politely request guest to show the welcome booklet.If guest have no welcome booklet with him/her, politely ask guest if he/she has ID card or passport with himself/herse
12、lf. By saying: “ Only for security reason could I have your signature on the form?”Compare the signature with registration card, if it is correct, then issue the key. If you know the guest, do not ask for signature. Get guest written approval.For key receivers further contact.Anticipate guests reque
13、st.Easy for checking.Ensure the key will be given to the right designated person, care about both in house guests security and hotel security.To confirm that the key receiver acknowledge receiving the key. For future tracingVerify guest identify.Respect the guest.PREPARED BY: APPROVED BY: DESIGNATIO
14、NFront Office ManagerSIGNATURE/DATE 签名/日期DESIGNATIONSIGNATURE/DATE 签名/日期DEPARTMENT部门: Front Office前厅部JOB TITLE职务: Receptionist前台接待TASK NO任务编号: 22TASK任务: Key Authorization procedure (Page 3 of 3)EQUIPMENT REQUIRED: Fidelio terminalWHAT TO DO要做什么HOW TO DO如何去做WHY为什么Check computera. If guest was registe
15、red the corresponding roomb. If guest is not registered the corresponding room.Action will be taken on two situations.Upon receiving guest welcome booklet or ID card, passport, verity guest name in computer and room number.Given out room key, after confirm that guest is registered at the room bysign
16、ature being compared, politely give out room keys and thank for guest waiting by saying: “ Mr. XX, here is your room key, thank you for your waiting.”1. Use the guest name to check in computer to see guest remember a wrong number, if find the right room number and by checking the right signature wit
17、h the registration card. Give out guest correct room number.2. If guest name is not in computer, politely inform guest that room key can not be given by saying: “Im sorry, Mr. XX, the name registered in computer is not same as yours. I have difficulty to issue key to you.”Ensure right room key is gi
18、ven to right guest.Express our sincerely and courtesy service.Try our best to do more for guest.Care on in houseguest security and safety.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