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1、精品CATALOGUECATALOGUE第一章第一章前厅部组织结构图前厅部组织结构图第二章第二章前厅部岗位职责前厅部岗位职责ORGANIZATION CHARTORGANIZATION CHART 1 1目目录录POSITION RESPONSIBILITIES OF F.O DEPARTMENTPOSITION RESPONSIBILITIES OF F.O DEPARTMENT 2-23 2-232.1前厅部经理F.O Manager 22.2前厅部秘书F.O Secretary32.3大堂副理Assistant Manager 42.4前台接待经理Reception Manager62.
2、5前台接待员Receptionist72.6预订员Reservation Clerk92.7总机督导Operator Captain 112.8总机话务员Operator 122.9首席礼宾司Chief Concierge 132.10迎宾员Door man 142.11行李员Bell man 162.12商务中心督导B.C Captain 172.13商务中心文员B.C Clerk 182.14商场经理Gift Shop Manager 202.15商场员工Seller 212.16医务室医生Infirmary Doctor 22第三章第三章前厅部各岗位操作程序前厅部各岗位操作程序F.O D
3、EPARTMENT STANDARD OPERATION PROCEDUREF.O DEPARTMENT STANDARD OPERATION PROCEDURE第一节第一节前厅部各岗位每日工作内容前厅部各岗位每日工作内容F.O Department Check ListF.O Department Check List 24-3924-393.1.1前厅部经理F.O Manager Check List 243.1.2大堂副理Assistant Manager 253.1.3前台接待经理Reception Manager 273.1.4总机/商务中心督导Operator/B/C Captai
4、n 29可编辑精品3.1.5首席礼宾司Chief Concierge 303.1.6预定员Preservationist 313.1.7前台接待Receptionist 323.1.8礼宾员Concierge 353.1.9商场员工Seller 363.1.10 总机话务员Operator 373.1.11 商务中心文员B/C Clerk 39第二节第二节前台程序与标准前台程序与标准F.O Standard Operation ProcedureF.O Standard Operation Procedure 40-7340-733.2.1受理电话预订Room Reservation by C
5、alling 403.2.2传真、信函订房Room Reservation by Fax、Letter 413.2.3来店预订操作Room Reservation on the Spot 423.2.4变更预订的处理Booking Amendment 433.2.5散客入住程序FIT Check-in 443.2.6散客离店程序FIT Check-out 463.2.7残疾人接待程序Handicapped Check-in 483.2.8团队入住Group Check-in 493.2.9团队离店Group Check-out 503.2.10 长住客人接待服务Long-staying Gue
6、sts Service 513.2.11 更换长住客人房卡Long-staying Guests Room-key Change 523.2.12 宾客推迟离店Delay Check-out 533.2.13 处理双锁门，开双锁门Room Double Lock 543.2.14 贵重物品寄存Handing Safe Deposit Changing 553.2.15 调换房间/调整价格Room/Rate Changing 563.2.16 处理折扣Handle the Rebate Changes 583.2.17 房间异常报告处理Room Discrepancy Report 593.2.
7、18 行政楼层客人接待Executive Floor Guest Arrival 613.2.19 行政楼层客人离店Executive Floor Guest Departure 623.2.20 客房没有准备好Room not Ready on Arrival 633.2.21 处理宾客留言Message handling 643.2.22 查询客人房号Room Number Inquire 65可编辑精品3.2.23 总台物品转送Guests Articles Send/Transfer 663.2.24VIP 信息更改VIP information Change 683.2.25 办理房
8、间房租变更手续Room Charge Changing 693.2.26 房间分配Room Allotment 703.2.27 房间钥匙管理Room-key Management 723.2.28 建立客史档案Set up Guests History 73第三节第三节大堂副理程序与标准大堂副理程序与标准Assistant Manager Standard Operation ProcedureAssistant Manager Standard Operation Procedure74-8474-843.3.1贵宾入住VIP Check-in 743.3.2接待重要团队宾客VIP Gro
9、up Check-in 773.3.3展房/介绍酒店Show Rooms/Hotel Tours 783.3.4处理宾客投诉Complain Handling 793.3.5处理宾客遗留物品Handling Guests Properties Left Behind803.3.6处理宾客房门锁失灵Room lock Out Of Order Handling 813.3.7突发事件的处理步骤Urgent/Accident Handling 823.3.8处理宾客拒付电话费Handling the Refusal to Payment forTelephone 84第四节第四节礼宾部程序与标准礼
10、宾部程序与标准Concierge Standard Operation ProcedureConcierge Standard Operation Procedure 85-102 85-1023.4.1迎宾员Door Man Standard Operation 853.4.2行李员Bell Man Standard Operation 883.4.3处理宾客邮件、信件Guests Postal Items、Letters Handling 953.4.4处理宾客物品转交Guests Articles Transfer 963.4.5一、二楼公共区域寻人服务 Public Area Pagi
11、ng Service 973.4.6客人行李寄存服务Guests Luggage Store Service 983.4.7提供出租车服务Car Rental Service 993.4.8委托代办服务Concierge Service1003.4.9资料收集及整理Data Collect and Arrange101第五节第五节总机程序与标准总机程序与标准Operation Standard Operation ProcedureOperation Standard Operation Procedure 103-110 103-110可编辑精品3.5.1接转内外线电话Phone Call
12、Connecting and Exchanging1033.5.2处理直拨长途电话Long Distance Call Service1043.5.3前厅部总机免打扰服务Do Not Disturb Call Service1053.5.4叫醒服务Wake-up Service1063.5.5电话咨询服务Telephone Information Service1073.5.6电话寻人服务Paging Service by Telephone1083.5.7发布天气报告Weather Forecast Service1093.5.8话务台维护与保养Maintenance of A.B.E Eq
13、uipment110第六节第六节商务中心程序与标准商务中心程序与标准Business Center Standard Operation ProcedureBusiness Center Standard Operation Procedure 111-120 111-1203.6.1接收传真Fax Receiving1113.6.2接收客人委托向外发出传真 Fax Sending1123.6.3提供打字服务Taping Service1143.6.4复印服务Copying Service1153.6.5代办快件Mail Express Service1163.6.6提供翻译服务Transla
14、tion Service1173.6.7提供文件装订服务Binding Service 1183.6.8提供电话服务Public Telephone Service1193.6.9商务中心设备维护及保养Maintenance of BC Equipment120第七节第七节商场程序与标准商场程序与标准Gift Shop Standard Operation ProcedureGift Shop Standard Operation Procedure 121-124 121-1243.7.1零售商品进货制度Stock with Goods1213.7.2商场换货服务How to Handlin
15、g Guest Changing Goods1223.7.3售后服务After Sale Service 123第四章第四章前厅部各项管理制度前厅部各项管理制度F.O DEPARTMENT MANAGEMENT SYSTEMF.O DEPARTMENT MANAGEMENT SYSTEM 125-147 125-1474.1前厅部行为规范The F.O Dept Staff Behavior Standard1254.2前厅部各岗位规章制度The F.O Dept Regulation System1294.3总台考核条例Evaluation Rules of Front Desk1334.4礼宾部考核条例Evaluation Rules of Concierge136可编辑精品4.5商场考核条例Evaluation Rules of Gift Shop1394.6商务中心考核条例Evaluation Rules of Business Center1444.7总机考核条例Evaluation Rules of Operator 146第五章第五章 前厅部各部门运转表格前厅部各部门运转表格F.O DEPARTMENT OPERATE FORMF.O DEPARTMENT OPERATE FORM 148-185 148-185可编辑