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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。LOCAL STANDARD OPERATING PROCEDURES本地
2、标准操作程序LSOP No.:RM FO FD -011Effective Date:Division:Front Office前厅部Revised Date:Section:Reception前台接待员Prepared by : Approved by批准人:SUBJECT:Check In a Physically Challenged Guest 行动不便的宾客登记入住_OBJECTIVE目的：Physically challenged guests needs must be recognized immediately and adequate assistance offered
3、if required.行动不便客人要求必须满足，并提供尽可能的帮助。POLICY政策：Show our care & courtesy to physically challenged guest, but do not too over.展示我们对于行动不便客人的关注及礼貌，但应注意应适可而止PROCEDURES 程序： 1. Physically challenged guests usually request special facilities when they make their reservation. On check-in such request must be ac
4、knowledged.行动不便的客人在预订时通常要求特殊设施。在为客人登记时此类要求必须满足。2. If there is no information in the reservation, discreetly use your own judgment to identify any guest who may appreciate a room with special assist如果客人在预订时没有注明任何信息和要求，要充分运用自己的判断力识别客人是否需要特殊房间设施。并有技巧地向客人推荐残障人士房间。3. Some disabilities are easily noticed,
5、 such as restriction to wheelchair, while others may be subtler, such as blindness of deafness. Some elderly people, though not specifically disabled, may benefit from the use of a room fitted with disabled facilities. Never directly ask a guest if they are disabled.一些行动不便的客人比较容易识别如坐在轮椅中。有些比较隐秘如耳聋客人
6、和失明客人。一些老年人，行动并不是非常不便，但使用残疾人房间会更方便。千万不要直接问客人是否有残疾。4. Normal registration procedure must be followed, and a suitable room selected, and the guest must be advised of the facilities in the room. The rooms with special assistance facilities are located on the 2nd floor west & east block, which is locate
7、d in the lower floor按照正常登记程序进行，选择合适房间，告知客人房间内的附加设施。残疾人房间位于酒店东西区2楼，位于酒店客房的较低楼层。5. Following registration, the guest must be escorted to the room and the facilities must be explained. An inquiry if there are any special requests that will make the stay more comfortable must be made.登记完成后，应陪同客人到房间并介绍设施
8、。询问客人是否需要其它帮助，以便使客人居住更加舒适。6. After the guest has completed the Registration, write“ Special Assistance ” on the registration card, and explain the disabilities. This information must also be entered into the guest profile and a Trace report added in case of emergency and if assistance is needed. Adv
9、ise the Guest Service GSA and Security of the guests disability immediately after check-in.登记完成后，在登记卡上注明“特殊帮助”以及客人是哪种不便。必须将以上信息输入客人档案，并留跟踪信息以便紧急情况下提供帮助。客人入住后立刻通知宾客服务部和保安部对此房间要特殊注意。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