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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-05-01Effective Date:Division:Front Office前厅部Revised Date:Section:ReceptionPrepared by : Approved by 批准人:SUBJECT:VIP Guest Recognize 贵宾认知_OBJECTIVE目的：All VIP guest must be approved by hotel management and must be welcomed at the lobby by Gues
3、t Service Manager on duty or Front Office前厅部 Manager, or any other member of Management upon arrival.所有的贵宾都是由酒店的管理层批准的并且到店时要由宾客服务经理，或前厅部经理，或其它酒店管理委员会成员在大堂迎接。POLICY政策：Normally check-in formalities must be done in guest room instead of Front Desk通常登记手续都是在客人房间内进行的。PROCEDURES 程序： 1. Any member of Manage
4、ment or any other associate may recommend a person for VIP status. In certain cases, external sources will request their guests for special attention.无论酒店管理人员或普通员工都可以推荐某位客人为贵宾。某些特殊情况下， 其他订房者也可向酒店申请把他们的客人作为贵宾接待。2. Such requests must be communicated by means of a VIP notice to Management for approval.
5、 Except the General Manager总经理 & Resident Manager, the following members of Management can approve VIP status:申请要以书面的形式提交酒店管理层。除总经理外及驻店经理，以下管理人员也可批准：Excom Team 行政委员会成员 Front Office前厅部 Manager 前厅部经理Guest Service Manager, in the absence of the Management above and when required for guest relations宾客服务
6、经理在以上人员不在或宾客服务需要时，也可批准3. VIP guests must be listed on the daily “VIP list”, which is distributed to all departments before 7 am. All VIP guests must be addressed by name.每天九点以前打印“贵宾报表”，分发给各个部门。所有的贵宾都要称呼其姓名。4. Rooms办公室 for VIP guests must be checked by the GSM or VIP GSO personally prior to the guest
7、s arrival.贵宾客人到店以前必须由宾客服务经理或贵宾宾客服务主任亲自检查房间。5. All VIP guests will have a welcome amenity in the room. It is the responsibility of the person making the reservation to order adequate welcome amenity.所有贵宾的房间都要摆放欢迎赠品.负责给贵宾做预订的人决定房间摆放何种赠品。6. It is the final responsibility of the GSM that VIP Rooms办公室 ar
8、e meeting the specified standards before the guest arrives.宾客服务经理在贵宾抵达之前将作最后的检查，以确保房间已达到标准。7. VIP arrivals must be communicated verbally shortly after check in to the Delighted to Serve, In Room Dining and the HSKP for individual attention.当贵宾抵店办完登记手续后，宾客服务员要尽快通知为你服务中心，送餐部，管家部等部门。8. The deposit requ
9、irement will be case by case decided by hotel management.贵宾的押金由管理层根据情况决定是否收取。9. It will be the responsibility of the GSA (whether in Front Office前厅部 or F&B) to advise the Team Leader or Guest Service Manager of the arrival of important visitors, who are not staying in the hotel. The Executive Office
10、 must then be notified immediately.如果发现身份、地位都非常重要的非住店客人来到酒店，无论是前台或是餐饮部的宾客服务员都应立即报告给主管或宾客服务经理，然后由他们通知行政办公室10. The VIP check-in formalities should be completed in the guest room according to the requirement or situation.贵宾一般都被安排在房间内登记，特殊情况或要求要特殊处理。11. All VIP Guests must be met by the Guest Service Ma
11、nager on duty or the Front Office前厅部 Manager, or any other Manager or Executive noted in the reservation, for personal welcome greeting and escort. 所有的贵宾都要由宾客服务经理，或前厅部经理，或一些行政委员会成员亲自在大堂迎接。13. During VIP guests staying, there should be one ambassador in charge of guests staying experience; make sure
12、guests staying is free of problem. 贵宾住店期间，安排一位大使，通常是贵宾接待或贵宾宾服务主任负责客人的入住体验，确保一切顺利。12. All VIP Guests must be met upon departure for an appropriate farewell.所有贵宾在离店的时候也要有相应级别的管理人员与其道别。.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