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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部门: Front Office前厅部 JOB TITLE职务: Receptionist前台接待 TASK NO任务编号: 45TASK任务: Rebate procedure (Page 1of 1)EQUIPMENT REQUIRED: Guest bucket/Fidelio work stationWHAT TO DO要做什么HOW TO DO如何去做 ITWHY为什么Prepare supporting. Get approval from manager.Post rebate
3、 and print out rebate voucher. Signing Print out one bill folio.FilePrepare supporting well, such as guest check, registration card, long staying guest contract, reservation confirmation e.c. Before any rebate is made, approval should be got from Assistant Manager or Assist. Front Office Manager, Fr
4、ont Office Manager, M.O.D, Resident Manager or General Manager.Post rebate in computer immediately, and print out rebate voucher from Fidelio system, and describe the reason completely and clearly.Three persons should sign on rebate voucher.* Front desk who perform rebate* Guest * Manager who approv
5、e to rebate.If guest refuse to sign on voucher, dont strongly request. Print out one bill folio with rebate posted show on it.Attach bill folio, rebate voucher, guest registration card and all necessary supporting together and pass to Financial department after end of shift.As prove of rebate.Any re
6、bate should be approved by manager. Any rebate should also have written supporting. Get written approval from manger and future tracing.Reference for Financial department.For Financial department checkingand filing.PREPARED BY: APPROVED BYDESIGNATIONFront 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