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1、Standard Operation Procedures / Front Desk标准操作程序/前台STANDARD OPERATION PROCEDURES标准操作程序RECEPTIONIST前台接待国际酒店管理手册前厅/客房/餐饮/营销/工程/保安/质检/人事/行政/资料DEPARTMENT部门: Front OfficeJOB TITLE职务: ReceptionistTASK NO任务编号: 30TASK: Tour group arrival handling (Page 1 of 4) EQUIPMENT REQUIRED设备要求设备要求: Fidelio terminalWHA
2、T TO DO要做什么要做什么HOW TO DO如何去做如何去做WHY为什么Receiving group order and correspondence, if there is finalized name list and request from travel agency for rooming list prior to group arrival, assign rooms in advance.Working out rooming list.If no request from travel agency for rooming list or no finalized n
3、ame list prior to group arrival, block rooms before group arrival day.One day prior to group arrival, night shift front desk receptionist should prepare key envelope for the arrival group on the next day.Once day before group arrival day, receive the group order and correspondence from reservation /
4、 sales DEPARTMENT部门, Receptionist should read the group order and correspondence carefully an assign rooms for group, try to assign rooms one the same floor or closely. And if no enough vacant rooms, due out group rooms can be assigned for arrival group as long as check out time is at least three ho
5、urs prior to arrival time.According to the name list and room list, work out rooming list for group and send one copy reservation clerk / Sales group coordinator for sending rooming list to travel agency, and one copy to concierge for delivering group luggage arrival.Any change on rooming list shoul
6、d be informed to reservation clerk and concierge.On the day when group arrival, morning shift receptionist block rooms for group according to group request to work out one room list.Front Desk receptionist should read group order and correspondence, and prepare the key envelop in the night shift. If
7、 the room is back-to-back room block, please ensure make keys after the former group check out.Prepare room well in advance so as to save group check in time.Communicate with travel agency to confirm the group rooming list and offer information for concierge working.Keep information updating.Well pr
8、eparation is the first step of express check in.PREPARED BY编写人: APPROVED BY批准: DESIGNATION名称Front Office Manager前厅经理前厅经理SIGNATURE/DATE签名/日期签名/日期DESIGNATION名称SIGNATURE/DATE签名/日期签名/日期DEPARTMENT部门: Front OfficeJOB TITLE职务: ReceptionistTASK NO任务编号: 30TASK: Tour group arrival handling (page 2 of 4) EQUIP
9、MENT REQUIRED设备要求设备要求: Fidelio terminalWHAT TO DO要做什么要做什么HOW TO DO如何去做如何去做WHY为什么On the day when group arrives, prepare the room keys.Prepare in house group information from.Block group check in venue.Upon group arrive, inform sales group coordinator.Check in group in computer.Receptionist assist sal
10、es group coordinator to check in group 1 if rooming list has been worked out in advance, pass room keys to tour leader.After block rooms in computer, encode the room keys before the group arrival.Prepare in house group information form; fill in some information, which can be prepared in advance.-Gro
11、up name/hotel group code-Arrival date/departure date-No. of pax and No of rooms-Travel agency name-Meal type-Room number-PaymentFront desk receptionist confirm with Reservation Clerk / sales group coordinator about group checking venue.Inform group coordinator the group name and group arrived, and e
12、scort group to group check in venue with rooms keys, group correspondence.Front desk receptionist checks in group in computer.Provide prepared room keys to tour leader for distributing the room keys. Sometimes, get tour leader permission, receptionist distribute keys.Any last minute change on rooms,
13、 no matter it is caused by tour leader or hotel, tour leader, concierge and front desk should be informed immediately.Prepare rooms key in advance is to save group check in time.Avoid guests block front desk check in area.Connect telephone line for group room immediately.Let tour leader handle for g
14、roup to avoid mass.Keep information updating.PREPARED BY编写人: APPROVED BY批准: DESIGNATION名称Front Office Manager前厅经理前厅经理SIGNATURE/DATE签名/日期签名/日期DESIGNATION名称SIGNATURE/DATE签名/日期签名/日期DEPARTMENT部门: Front OfficeJOB TITLE职务: ReceptionistTASK NO任务编号: 30TASK: Tour group arrival handling (page 3 of 4) EQUIPMEN
15、T REQUIRED设备要求设备要求: Fidelio terminalWHAT TO DO要做什么要做什么HOW TO DO如何去做如何去做WHY为什么2.If there is no rooming list, reservation clerk/sales coordinator provide room list to tour leader.Collect one copy of rooming list from tour leader.After have confirmed rooming list, collect group visa from tour leader is
16、 it is foreign group.Confirm necessary information from tour leader.Confirm payment with tour leaderEscort group members to elevator.If it is paid upon check in, collect payment from tour leader.Complete in house group information form.Invite tour leader to sign on in house group information form.Re
17、ceptionist signs on in house group information form.Front desk receptionist provides one room list to tour leader, tour leader work out one, rooming list according to the room list and group name list.Collect one copy of rooming list from tour leader.Collect group visa from tour leader if it is fore
18、ign group visa exclude Taiwan group, Hong Kong group and Macau group.Receptionist informs tour leader the meal venue and collect wake up call time, mealtime, luggage collection time and check out time.Confirm payment with tour leader.Receptionist shows group to the elevator area.If it is paid upon c
19、heck in, after group member go upstairs, collect payment from tour leader.Receptionist complete the in hose group information from which major include group wake up call time, meal time, luggage collection time and room number.Invite tour leader to sign on in house group information form to confirm
20、the above information.Receptionist signs on in house group information form.Let tour leader decide group rooming list.For concierge delivery, information updating.All foreigners should have visa when cross the customs.Necessary information is needed for further service.Avoid any dispute upon check o
21、ut.Show our courtesy to guest.Dont block group member check in time to wait for collecting payment.Completed information is important for further service.In case any dispute in future.For future tracing.PREPARED BY编写人: APPROVED BY批准: DESIGNATION名称Front Office Manager前厅经理前厅经理SIGNATURE/DATE签名/日期签名/日期D
22、ESIGNATION名称SIGNATURE/DATE签名/日期签名/日期 DEPARTMENT部门: Front officeJOB TITLE职务: ReceptionistTASK NO任务编号: 30TASK: Tour group arrival handling (page 4 of 4) EQUIPMENT REQUIRED设备要求设备要求: Fidelio terminalWHAT TO DO要做什么要做什么HOW TO DO如何去做如何去做WHY为什么Update guest information in the computer.Distribute in house gro
23、up information form to relevant departure.File group correspondence.Front desk receptionist update group member information in computer according to rooming list.Front desk receptionist copy in house group information form and distribute them to following DEPARTMENT部门s:-Telephone operator-Concierge-
24、Relevant restaurant-HousekeepingFile in house group information from, group order and correspondence in house group file at Front desk.Inform relevant DEPARTMENT部门s for providing relevant service e.g. wake up call, luggage delivery, etc.For group check out using.PREPARED BY编写人: APPROVED BY批准: DESIGNATION名称Front Office Manager前厅经理前厅经理SIGNATURE/DATE签名/日期签名/日期DESIGNATION名称SIGNATURE/DATE签名/日期签名/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、SOP7