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1、前厅前台接待服务手册国际酒店前厅部服务程序Front Office 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。 Resor
2、t Changbaishan Changbaishan SuitesHOTEL度假酒店HOTEL套房假日酒店Policy Number 序号:GSA/P&P-D033Effective Date 实施日期 :Policy & ProcedureFront Desk制度和程序Supercedes No. 废止号 :Prepared By 制定人 :Front Office Mgr.前厅部经理Room Move换房Approved By 批准人: General Manager总经理Distribute to分发:Front DeskPage 3 of 2Objective 目标: To main
3、tain guest relationship, earn guest loyalty by fulfilling reasonable guest request.与客人保持良好关系，以合理满足客人需求赢得客人满意度。Procedures 程序: 1. Quick and professional action should be taken when a guest request a room move.当客人需要更换房间时，要迅速专业地处理。2. Obtain the guests registration card from the bucket and select a prope
4、r room, which must be clean and in good condition to fit the guest request.从挂牢夹中取客人的登记单，按照客人要求为客人选择干净且条件好的房间。3. Make the change in the Opera. Inform the bellman to do a room move and hand them the new keycard. Inform the guests name and why they are moving rooms.在电脑系统中做修改。通知行李员换房并将新钥匙交给行李员，告知客人姓名及换房
5、原因。4. Call housekeeping by informing of the room the guest was in and the new room number that they have moved into.通知客房部客人换房前后的房间号码。5. Fill out the Room Change Form located at the Front Desk (Attachment 1) and ensure copies are distributed to the appropriate sections as indicated on the form. 填写前台的
6、换房单（附件1），确保及时将换房单送到各相关部门。6. Write down the new room number on the registration card and place it in the bucket behind the new room number with all other folios and vouchers.在登记单上更改新的房间号码，并将登记单及其他客人消费单据放到新房间的挂牢夹中。If a guest if not in the room 如果客人不在房间1. If a guest agrees that their room will be chang
7、ed in their absence, a security guard must be present with the bellman to ensure that the belongings of the guest are properly placed in the new room.如果客人同意可以在他外出时换房，保安员需与行李员一起将客人物品准确搬运到新的房间。2. A room move will be performed in the guests absence only if prior approval has beenObtained from the guest
8、.取得了客人的许可后方可在客人外出时换房。3. If the guest luggage is not packed, the bellman should advise DM and do not proceeds or pack luggage.如果客人行李没有打包，行李员需要通知值班经理，并停止换房或为行李打包。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附件：酒店各部门组织架构总经理办公室:GM 人力资源部:HR 财务部:FN 销售部:S&M餐饮部:F&B 前厅部:FO客房部:HSKP 工程部:ENG 保安部:SEC 康乐
9、部:ENT 市场传讯部MC酒店各职位英文缩写Board Chairman (Director) 董事长GM-GENERAL MANAGER 总经理 DGM-DUTY GENERAL MANAGER 副总 DOR-DIRECTOR OF ROOMS 客务部总监 AM-ASSISTANT MANAGER 大堂经理 FO-FRONT OFFICE 前厅部DOM-DIRECTOR OF SALES&MARKETING 销售部总监 FOM-FRONT OFFICE MANAGER 前厅部经理 F&B-FOOD&BEVERAGE 餐饮部 CON-CONCIERGE 礼宾部 BC-BUSINESS CENTER 商务中心 ENG-ENGINEERING 工程部 HR-HUMAN RESOURCES 人力资源部FN-FINANCIAL DEPARTMENT 财务部 FC-FINANCIAL CONTROLLER财务总监 A.T.K Administrative total kitchen行政总厨 Revenue Manager收益管理经理 RECP-RECEPTION 接待处 HSKP-HOUSEKEEPING DEPARTMENT客房中心酒店管理之家