万豪酒店前厅部SOP标准运作程序-中文版

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酒店服务程序标准格式前厅

STANDARD OPERATING PROCEDURE服务程序标准工作任务：客房预订服务程序分部门：房务部/前厅STANDARD OPERATING PROCEDURE服务程序标准工作任务：客房预订服务程序分部门：房务部/前厅STANDARD OPERATING PROCEDURE服务程序标准工作任务：客房预订服务程序分部门：房务部/前厅STANDARD OPERATING PROCEDURE服务程序标准工作任务：客房预订服务程序分部门：房务部/前厅STANDARD OPERATING PROCEDURE服务程序标准工作任务：客房预订服务程序分部门：房务部/前厅STANDARD OPERATING PROCEDURE服务程序标准工作任务：客房预订服务程序分部门：房务部/前厅制定人：批准人：唐亚鸣－房务总监李利先生－总经理STANDARD OPERATING PROCEDURE服务程序标准工作任务：散客入住服务程序分部门：房务部/前厅STANDARD OPERATING PROCEDURE服务程序标准工作任务：散客入住服务程序分部门：房务部/前厅STANDARD OPERATING PROCEDURE服务程序标准工作任务：旅游团队接待服务程序分部门：房务部/前厅STANDARD OPERATING PROCEDURE服务程序标准工作任务：旅游团队接待服务程序分部门：房务部/前厅STANDARD OPERATING PROCEDURE服务程序标准工作任务：旅游团队接待服务程序分部门：房务部/前厅STANDARD OPERATING PROCEDURE服务程序标准工作任务：客房续住服务程序分部门：房务部/前厅STANDARD OPERATING PROCEDURE服务程序标准工作任务：延迟退房受理服务程序分部门：房务部/前厅STANDARD OPERATING PROCEDURE服务程序标准工作任务：延迟退房受理服务程序分部门：房务部/前厅STANDARD OPERATING PROCEDURE服务程序标准工作任务：转房服务程序分部门：房务部/前厅STANDARD OPERATING PROCEDURE服务程序标准工作任务：车迎服务分部门：房务部/前厅STANDARD OPERATING PROCEDURE服务程序标准工作任务：车迎服务分部门：房务部/前厅STANDARD OPERATING PROCEDURE 服务程序标准工作任务：礼宾部散客带房行李服务分部门：房务部/前厅STANDARD OPERATING PROCEDURE服务程序标准工作任务：礼宾部散客带房行李服务分部门：房务部/前厅STANDARD OPERATING PROCEDURE服务程序标准工作任务：礼宾部散客带房行李服务分部门：房务部/前厅STANDARD OPERATING PROCEDURE服务程序标准工作任务：礼宾部散客带房行李服务分部门：房务部/前厅制定人：批准人：唐亚鸣－房务总监李利先生－总经理STANDARD OPERATING PROCEDURE服务程序标准工作任务：礼宾部散客离店行李服务分部门：房务部/前厅制定人：批准人：唐亚鸣－房务总监李利先生－总经理STANDARD OPERATING PROCEDURE服务程序标准工作任务：礼宾部散客离店行李服务分部门：房务部/前厅制定人：批准人：唐亚鸣－房务总监李利先生－总经理STANDARD OPERATING PROCEDURE服务程序标准工作任务：礼宾部散客离店行李服务分部门：房务部/前厅制定人：批准人：唐亚鸣－房务总监李利先生－总经理STANDARD OPERATING PROCEDURE服务程序标准工作任务：礼宾部散客离店行李服务分部门：房务部/前厅制定人：批准人：唐亚鸣－房务总监李利先生－总经理STANDARD OPERATING PROCEDURE服务程序标准工作任务：礼宾部散客离店行李服务分部门：房务部/前厅制定人：批准人：唐亚鸣－房务总监李利先生－总经理STANDARD OPERATING PROCEDURE服务程序标准工作任务：礼宾部散客离店行李服务分部门：房务部/前厅制定人：批准人：唐亚鸣－房务总监李利先生－总经理STANDARD OPERATING PROCEDURE服务程序标准工作任务：电话转接服务程序分部门：房务部/前厅制定人：批准人：唐亚鸣－房务总监李利先生－总经理STANDARD OPERATING PROCEDURE服务程序标准工作任务：电话转接服务程序分部门：房务部/前厅制定人：批准人：唐亚鸣－房务总监李利先生－总经理STANDARD OPERATING PROCEDURE服务程序标准工作任务：叫醒服务标准分部门：房务部/前厅制定人：批准人：唐亚鸣－房务总监李利先生－总经理STANDARD OPERATING PROCEDURE服务程序标准工作任务：叫醒服务标准分部门：房务部/前厅制定人：批准人：唐亚鸣－房务总监李利先生－总经理STANDARD OPERATING PROCEDURE服务程序标准工作任务：免打扰服务标准分部门：房务部/前厅制定人：批准人：唐亚鸣－房务总监李利先生－总经理STANDARD OPERATING PROCEDURE服务程序标准工作任务：免打扰服务标准分部门：房务部/前厅制定人：批准人：唐亚鸣－房务总监李利先生－总经理STANDARD OPERATING PROCEDURE服务程序标准工作任务：免打扰服务标准分部门：房务部/前厅制定人：批准人：唐亚鸣－房务总监李利先生－总经理STANDARD OPERATING PROCEDURE服务程序标准工作任务：留言服务标准分部门：房务部/前厅制定人：批准人：唐亚鸣－房务总监李利先生－总经理STANDARD OPERATING PROCEDURE服务程序标准工作任务：电话过滤服务标准分部门：房务部/前厅制定人：批准人：唐亚鸣－房务总监李利先生－总经理STANDARD OPERATING PROCEDURE服务程序标准工作任务：商务中心签单挂帐分部门：房务部/前厅制定人：批准人：唐亚鸣－房务总监李利先生－总经理STANDARD OPERATING PROCEDURE服务程序标准工作任务：商务中心设备租赁服务分部门：房务部/前厅制定人：批准人：唐亚鸣－房务总监李利先生－总经理STANDARD OPERATING PROCEDURE服务程序标准工作任务：火车票预订程序分部门：房务部/前厅制定人：批准人：唐亚鸣－房务总监李利先生－总经理STANDARD OPERATING PROCEDURE服务程序标准工作任务：带客参观房间服务程序分部门：房务部/前厅制定人：批准人：唐亚鸣－房务总监李利先生－总经理STANDARD OPERATING PROCEDURE服务程序标准工作任务：客人投诉处理程序分部门：房务部/前厅制定人：批准人：唐亚鸣－房务总监李利先生-总经理STANDARD OPERATING PROCEDURE服务程序标准工作任务：上房登记程序分部门：房务部/前厅制定人：批准人：唐亚鸣－房务总监李利先生-总经理。

(酒店管理)酒店前厅部SOP最全版

酒店前厅部SOP前厅部标准操作程序SOP目录第一章前厅部岗位职责1．前厅部经理岗位职责…………………………………………………………2．前厅部经理助理岗位职责……………………………………………………3．大堂经理岗位职责……………………………………………………………4．前台主管岗位职责……………………………………………………………5．前台领班岗位职责……………………………………………………………6．前台员工岗位职责……………………………………………………………7．礼宾部主管岗位职责…………………………………………………………8．行李员岗位职责………………………………………………………………9．总机领班岗位职责……………………………………………………………10.总机话务员岗位职责…………………………………………………………11.商务中心职员岗位职责………………………………………………………12.商场职员岗位职责……………………………………………………………第二章前厅部标准工作程序1、客人投诉操作程序与标准2、客人遗失物品处理操作程序与标准3、客人物品失窃、遗失操作程序与标准4、处理不受欢迎客人操作程序与标准5、客人损坏酒店财物操作程序与标准6、电梯事故处理操作程序与标准7、VIP客人接待程序与标准8、检查内容9、房间的预留10、为客人到达做准备11、问候并欢迎客人12、散客预订的程序13、预订的变更14、预订的取消15、预订未到的处理16、有预订散客入住的程序17、无预订散客的入住手续18、前台换房的程序19、更改房价的程序20、处理预计离店客人的程序21、退房的程序22、延住的程序23、延迟退房的处理程序24、如何避免重复售房25、参观房26、客人房卡的授权程序27、团队入住的程序28、保7险箱服务29、外币兑换服务30、检查登记表31、如何处理打进的电话32、留言的处理33、叫醒服务的处理34、电话请勿打扰的处理35、电话查无此人的处理36、客人信息查询37、处理客人方位留言38、系统中断的处理39、电话投诉40、如何处理传入的传真41、如何处理传出的传真42、如何处理传送失败的传真43、复印44、打印45、打字46、会议出租服务47、上网服务48、电话服务49、查点库存领货50、散客行李寄存51、团队行李寄存52、散客行李递送53、团队行李递送54、转交客人物品（店外转店内）55、转交客人物品（店内转店外）56、处理邮寄来的包裹信件57、如何处理无人认领的包裹58、如何为客人递送传真、信件59、雨伞借用60、礼宾换房程序61、邮寄服务62、代客购物63、行李丢失64、酒店用车服务65、开车门66、引领客人67、餐厅预订68、旅游预订69、车票预订第一章前厅部岗位职责第二章前厅部标准工作程序威尼斯假日大酒店标准工作程序威尼斯假日大酒店标准工作程序威尼斯假日大酒店标准工作程序威尼斯假日大酒店标准工作程序威尼斯假日大酒店标准工作程序威尼斯假日大酒店标准工作程序威尼斯假日大酒店标准工作程序1.订车：①在VIP到达/离开前一天订车；②填写订车单，注明VIP姓名、航班号、抵/离时间、付款方式、车型等，签字后转交车队。

酒店前台工作sop流程

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文档下载后可定制随意修改，请根据实际需要进行相应的调整和使用，谢谢!并且，本店铺为大家提供各种各样类型的实用资料，如教育随笔、日记赏析、句子摘抄、古诗大全、经典美文、话题作文、工作总结、词语解析、文案摘录、其他资料等等，如想了解不同资料格式和写法，敬请关注!Download tips: This document is carefully compiled by theeditor. I hope that after you download them,they can help yousolve practical problems. The document can be customized andmodified after downloading,please adjust and use it according toactual needs, thank you!In addition, our shop provides you with various types ofpractical materials,such as educational essays, diaryappreciation,sentence excerpts,ancient poems,classic articles,topic composition,work summary,word parsing,copy excerpts,other materials and so on,want to know different data formats andwriting methods,please pay attention!1. 岗前准备提前到岗，检查个人仪表和着装，确保符合酒店要求。

酒店前台SOP

前台接待处标准程序操作要点：问候+岗位+员工姓名（先英文，后中文）讲清部门+员工姓名+回答电话上显示的客人姓名操作要点：电话回应标准操作要点：获得客人的信任，体现我们的诚信操作要点：如果你没有给客人回电话，就是欺骗客人操作要点：告知客人将要把电话转入相关部门操作要点：上岗前检查工服是否整齐干净，服务过程中运用规范用语，始终保持与客人的眼神交流3米内要与客人目光接触操作要点：对于再次下榻的客人，可询问是否按照上一次入住进行安排尽快根据客人的需要，给与安排和入住登记对上一次入住后的情况进行复查，如果有拖欠款项的情况，及时跟进落实操作要点：与客人低声确认房价、房型及入住天数，语气亲切自然，大方得体，在服务过程中注意称呼客人姓氏如公司支付房费不要与客人确认房价操作要点：在服务过程中始终微笑面对客人，在服务中至少称呼姓氏两遍，检查客人证件（身份证或护照）的有效期并确认是本人登记，登记验证工作做到“三清”、“三核对”操作要点：利用电脑系统中的信息尽快生成登记表格在具有客人历史信息的基础上，力求登记及办理手续时间缩短，并令客人感到方便操作要点：在客人到店前，根据电脑预定的信息提前为客人安排房间，客人第一次入住的印象很重要，尽量满足客人的需求并询问客人特殊要求操作要点：如客人用信用卡做押金，国内卡请客人在卡单上签字，如客人用现金支付押金，要按房间的××收取操作要点：双手持房卡及钥匙交给客人熟悉饭店的各项服务设施及相关内容操作要点：热情、自然地接待每一位客人操作要点：称呼客人姓名，国际标准为在登记过程中称呼客人姓名不超过三次，在培训中请前台接待员工适度掌握操作要点：一定要和客人解释酒店有规定的入住时间操作要点：通知行李员帮助客人办理行李寄存操作要点：不要当着客人的面给经理打电话，要找离客人较远的电话联系经理操作要点：服务过程中运用规范用语，始终保持与客人的眼神交流操作要点：向客人介绍酒店房间，由高档房间依次向抵挡房间推荐熟悉各种房型，在为客人介绍房间时语言简练易懂操作要点：根据不同客人的接受能力判断客人需求房间的价格根据客人接受能力，采用“由低向高”或“由高向低”等推荐技巧在推荐房间时，避免造成客人尴尬，建议采用会意性的语言让客人做出决定。

酒店前厅部SOP

酒店前厅部SOP(Standard Operating Procedures)1. 引言本文档旨在明确酒店前厅部的标准操作流程（SOP）。

酒店前厅部是酒店的门面，对于维护酒店形象、提供优质客户服务至关重要。

遵循SOP可确保酒店前厅部的高效运作，提高客户满意度。

2. 接待流程2.1 抵店登记1.欢迎客人到酒店前厅部。

2.询问客人姓名、预订信息，并核对身份证件。

3.验证预订信息，确认客房类型和入住时间。

4.提供欢迎饮料，引导客人入座等候。

2.2 办理入住手续1.提供入住登记表格，并询问客人是否需要其它服务（如接送机服务、行李托运等）。

2.填写客人的个人信息，包括姓名、联系方式、身份证号码等。

3.若客人有特殊要求，记录并协助安排。

4.收取押金并提供房卡和相关资料。

5.向客人说明房间位置、设施和服务，并提供房间钥匙。

2.3 入住流程1.引导客人前往房间，协助搬运行李。

2.向客人展示房间设施与安全设备，确认客人满意。

3.询问客人是否需要客房清洁、床上用品更换等服务。

4.详细介绍酒店各项服务和设施。

5.提醒客人注意安全事项和房间使用注意事项。

2.4 退房流程1.确认客人要求退房，并了解退房时间。

2.检查客房是否有损坏或丢失物品。

3.核对其他费用（如酒水消费、电话费等）。

4.退还押金，结算费用，并提供发票。

5.向客人询问对服务的满意度，提供反馈渠道。

3. 客户服务3.1 电话服务1.接听来电，提供标准化问候语。

2.登记来电者姓名和要求，并迅速处理。

3.若无法满足要求，转接至相关部门。

4.结束电话时，再次确认客人需求是否满足。

3.2 行李服务1.主动为客人提供行李搬运、寄存等服务。

2.非行李员时，酒店前厅成员应协助客人搬行李。

3.行李寄存需要提供有效凭证，记录寄存物品。

3.3 到站接待服务1.提前了解客人到达信息，安排接待人员。

2.根据客人到达时间，做好接待准备。

3.给到站客人提供迎宾服务，通报客房准备情况。

4.搬运行李，引导客人至前厅办理入住手续。

FO-SOP酒店标准操作程序-前厅部(中英文对照)

STANDARD OPERATING PROCEDURES标准操作程序POLICY NO. SUBJECT编号标题FO-DM-001 Duty Check List工作检查表FO-DM-002 Bomb Threat炸弹威胁FO-DM-003 Car Accident交通事故FO-DM-004 VIP Check in重要客人入住FO-DM-005 Accident – Guest意外—客人FO-DM-006 Guest Complaints and Disputes客人抱怨和争执FO-DM-007 Request for Doctor/ Hospitalization求医要求/住院治疗的要求FO-DM-008 Fights争斗FO-DM-009 Fire火灾FO-DM-022 Lost & Found丢失和发现FO-DM-024 Safety Box保险箱FO-DM-028 Incoming Faxes/ Email at night time夜间接受传真/电子邮件FO-DM-030 Valuables贵重物品保管FO-DM-031 Guest Birthday客人生日FO-BC-002 Incoming faxes接收传真FO-BC-005 Meeting Room Rental会议室租用FO-BC-006 Outgoing Fax发送传真FO-BC-007 DHL / EMS/Courier Services DHL特快专递FO-CON-002 Baggage Service for Arrivals行李抵达服务FO-CON-003 Baggage Service for Departure行李离店服务FO-CON-004 Baggage Service for group Arrivals团队行李抵达服务FO-CON-005 Baggage Serviceforg roup Departure团队行李离开服务FO-CON-006 Baggage Storage行李贮存服务FO-CON-007 Brochures, Maps and Directions指引册，地图，导游册FO-CON-008 Flags旗帜FO-CON-009 All Incoming Items所有收入条款FO-CON-010 Newspapers报纸FO-CON-011 Outgoing Items外送物件FO-CON-013 Rooming Guest陪同客人进房间FO-CON-014 Shuttle Bus班车FO-CON-015 Outdated mail, faxes and parcels过期的邮件，传真和包裹FO-CON-016 Paging Service呼叫服务FO-CON-017 postal express service邮政快递服务FO-CON-018 Taxi booking and arrangement出租车预订及安排FO-CON-019 Trolley手推车服务FO-CON-020 Umbrella雨伞服务FO-CON-AR-001 Airport send off机场送行FO-CON-AR-002 Airport Pick Up机场接客FO-CON-AR-003 Airport Lost Luggage行李丢失FO-CON-AR-004 VIP Arrive-Limousine接重要客人-豪华轿车FO-CON-AR-005 VIP Arrive-( By Taxi )接重要客人（用出租车）FO-CON-AR-006 Mobile Phone移动电话FO-CON-DRICER-001 House Use/ Complimentary Vehicle酒店自用/免费用车FO-CON-DRIVER-002 Limousine Availability大型轿车使用率FO-CON-DRIVER-003 Limousine Cleaning & Maintenance大型轿车清洁和保养FO-CON-DRIVER-004 Mileage/ Petrol Control运程/汽油控制FO-CON-DRIVER-005 Limousine Request用车申请FO-CON-DRIVER-006 The Responsibility of Driver司机责任保证FO-EF-007 Guest Preference客人爱好FO-EF-008 Executive Floor Check In行政楼层入住FO-EF-009 Hosting招待FO-FD-010 Computer Down计算机系统崩溃FO-FD-011 Foreign Currency Exchange外币兑换FO-FD-016 Internal Trace Report内部事务报告FO-FD-017 Key Control钥匙控制FO-FD-018 Lost & Found at Check In失物招领FO-EFM-012 VIP Check In重要客人入住FO-EFM-016 Alleged Theft偷窃FO-EFM-017 Guest Complaints and Disputes客人抱怨和争执FO-EFM-018 Complimentary / House Use免费房使用FO-EFM-020 Request for Doctor / Hospitalization求医要求/住院治疗FO-EFM-023 Lost and Found失物招领FO-EFM-024 Safety Deposit Boxes Key Inventory保险箱钥匙清单FO-EFM-025 Safety Box保险箱FO-EFM-027 Valuables贵重物品保管FO-EFM-028 In-House Clinic酒店医疗中心FO-EFM-029 Guest Birthday客人生日FO-EFM-030 Guest Join-In Authorization会员加盟授权FO-EFM-031 Guest Comments客人意见FO-EFM-032 Booking at other Plaza Royale Hotel豪廷酒店网络内约定3FO-EFM-033 Hotel Events酒店活动FO-TEL-001 Telephone Control DDD/IDD国际/国内长途电话控制FO-TEL-002 Call Accounting System电话记费系统FO-TEL-003 Call Barring and Unbarring电话禁呼和解禁FO-TEL-004 Do Not Disturb Feature请勿打扰事宜FO-TEL-005 Guest Locator Feature为客人接电话至指定地点FO-TEL-006 Incoming Calls接听来电FO-TEL-007 Operator Assisted Calls接线员辅助呼叫FO-TEL-008 PABX Adcom Fax System专用交换机传真系统FO-TEL-009 PABX Adcom Mail System专用交换机邮件系统FO-TEL-010 Public Address Paging System公共提示标志FO-TEL-011 Wake up Call叫醒服务FO-TEL-012 Personal calls私人电话FO-001 Baggage Service行李服务FO-002 Business Center Service商务中心FO-003 Engineering Service工程服务FO-004 Handling Guest Complaints处理客人投诉FO-005 Handling Incoming Calls处理来电FO-006 Housekeeping Service客房服务FO-007 Room Service-Incoming Call客房送餐来电FO-008 In-Room Dining Order客房用餐预订FO-009 Runner Service特殊服务Front Office Terms to Know前厅部须知A.H.&M.A. American Hotel and Motel Association.美国饭店及汽车旅馆协会Accommodate A promise of a room for a guest – if not in that hotel,then a commitment to find a room elsewhere.对客人保证客房的承诺Adjoining Rooms Two or more rooms side by side without a connectingdoor between them. In other words, rooms can be adjoiningwithout being connecting.两间或两间以上并排的、之间没有房门直接联系的房间。

五星酒店前台接待中英文标准操作流程SOP(可编辑)

五星酒店前台接待中英文标准操作流程SOPSTANDARD OPERATION PROCEDURES标准工作程序RECEPTIONIST前台接待FRONT DESKSTANDARD OPERATION PROCEDURE Task No DescriptionFD01 Awaiting room handling 等候房间 FD02 Billing instruction handling 账目说明 FD03 Blocking rooms for arrivals 房间预留 FD04 Bucket check 检查登记卡FD05 Cash deposit collection 收取现金押金Check-in with TA voucher 持旅行社入住卷入住FD06程序FD07 Extension stay 处理延住 FD08 Flight reconfirmation 重复确认机票FD09 Generating report 总报告FD10 Greeting and welcoming guests 问候并欢迎客人 FD11 Group check in 团队登记 FD12 Guest location客人方位FD13 Handling confidential screen call request 处理客人保密和筛选电话要求FD14 Handling expected check out 处理预计离店客人FD15 Handling guest enquiries and introducing处理客人查询并介绍店内设施 facilitiesFD16 Handling in-house amenities 处理客人欢迎品 FD17 Handling late check-out request 处理延迟退房的要求FD18 Handling message 处理留言FD19 Handling of complaints 处理投诉FD20 Handling of guest compliments 处理客人致意FD21 Handling wake-up calls requests 处理叫醒电话的要求FD22 Key authorization 钥匙的授权FD23 Lost Found procedure 失物招领程序Loss of safe deposit box key 保险箱的钥匙丢FD24失的处理FD25 Maintaining Communication Log Book 使用交班本FD26 Preparation for guest arrivals 为客人到达做好准备FD27 Printing arrival reports and registration cards打印来客报告和登记卡FD28 Registering a walk-in guest 散客登记FD29 Registering guest with confirmed reservation 为确定的预订房间的客人登记FD30 Room change procedure 调房程序FD31 Safety deposit box 保险箱服务FD32 Taking reservation 办理预定FD33 Travel agency voucher 旅行社入住卷DEPARTMENT Front Desk部门前厅部 JOB TITLE Guest ServiceAssociate职称前台职员 TASK NO FD 01号码 TASK Awaiting room handling工作职责等候房间 1 of 2 EQUIPMENT REQUIRED OperaWorkstation所需设备工作台 WHAT TO DO工作程序 HOW TO DO操作明细 WHY工作目的Register for the guest为客人登记Search for vacant dirty room在系统中找空房Ask room controller for room cleaning请房态控制员确认干净房间Make registration for the guest according to the registration procedure为客人登记If vacant clean room is not available immediately search for vacant dirty room at first and call the Housekeeping to rush rooms Enough time for cleaning room如果当时没有干净空房首先在系统中找空房脏房马上通知客房部打扫Invite guest for welcome drink by saying Mr Mrs XX the room we blocked to you is under cleaning and Housekeeping has been informed forrushing room and it may take about 30 minutes May I invite you to have a complimentary drink in our Lobby Lounge and I will let you know as soon as the room is available邀请客人在大堂酒廊喝一杯免费饮料等候并告知打扫房间大约需要的时间房间打扫好后马上通知客人Let guest have time idea Show our sincerity to serve guestCourtesy compensation for guest waiting Let guest feel our humility 让客人感受到我们真诚的服务PREPARED BY MICHAEL ZHENG起草人 APPROVED BY MR RAY ZHOUPOSITION FOM 批准人职位 SIGNATUREDATEPOSITION FOM 签字日期职位 SIGNATUREDATE签字日期DEPARTMENT Front Desk部门前厅部 JOB TITLE Guest Service Associate职称前台职员 TASK NO FD 01 号码 TASK Awaiting room handling工作职责等候房间 2 of 2 EQUIPMENT REQUIRED Opera Workstation所需设备工作台 WHAT TO DO 工作程序 HOW TO DO操作明细 WHY工作目的Check and call room controller随时与房态员确认房间状况Check in system系统登记Keep monitoring the room status in the computer在系统中随时检查房态As soon as the room status is changed to the vacant clean send the room key and welcome booklet to the guest personally By saying MrMrs XX I am sorry to have kept you waiting Now the room is ready the room number is XX Thank you for your understandingApologize for the waiting and introduce the GSA-Concierge to escort the guest to the roomCheck in the room in the system immediately房间一打扫好后马上把钥匙送给客人并对客人的等候表示歉意行李马上送到客人房间并在系统中登记入住房间Get updated room status at first time在第一时间得到更新的房态Efficiency service action will let guest feel our sincerity and humility提供快捷的服务Roomconnect with the telephone line Anticipate guest request系统登记房间使电话线马上接通PREPARED BY MICHAEL ZHENG起草人 APPROVED BY MR RAY ZHOU批准人 POSITION FOM职位 SIGNATUREDATE签字日期 POSITION FOM职位 SIGNATUREDATE签字日期DEPARTMENT Front Desk部门前厅部 JOB TITLE Guest Service Associate职称前台职员 TASK NO FD 02 号码 TASK Billing instruction handling 工作职责账目说明 1 of 3 EQUIPMENT REQUIRED Opera Workstation所需设备工作台 WHAT TO DO工作程序 HOW TO DO操作明细 WHY工作目的Clarify the billing instruction确认付账说明Collect deposit or imprint credit card收取押金Billing instruction can be clarified as following Guest A pays for guest B by cash or credit card Both guests are indifferent rooms付账说明可如下A客人给B客人付账两个客人在不同房间Modify AB guest remarks accordingly if they get room change or early departureA或B客人如有提前离房或换房需随时更新其备注Sufficient deposit should be collected or take the imprint of credit card voucher and get enough approval amount for credit card payment which should cover the two rooms estimated consumption收取足够押金以确保足够两个房间住店期间所发生的费用Tick on the registration card under Bill instruction YES Note the guest hisher signature is approved to pay guest B s bill Help the guest A to fill up the following items at the back of the registrationGuest A tick on YES under bill authorizationGuest B s name and room numberPayment instruction帮助客人填全付款说明书Different handling ways to different billing instruction Make sure precise service根据不同付账说明采取不同的服务Deposit policy should be appliedCare about hotel benefit应用押金收取的政策保障酒店利益Always do more for the guest为客人多做PREPARED BY MICHAEL ZHENG起草人 APPROVED BY MR RAY ZHOU批准人 POSITION FOM职位 SIGNATUREDATE签字日期 POSITION FOM职位 SIGNATUREDATE签字日期DEPARTMENT Front Desk部门前厅部 JOB TITLE Guest ServiceAssociate职称前台职员 TASK NO FD 02号码 TASK Billing instruction handling账目说明 2 of 3 EQUIPMENT REQUIRED Opera 工作职责Workstation所需设备工作台 WHAT TO DO工作程序 HOW TO DO操作明细 WHY工作目的Collect deposit收取现金押金Take the imprint credit card刷卡付押金If paid by the credit card take EDC voucher of the credit card and attach with the guest A s registration card如果付信用卡做押金将信用卡授权卡单附在A客人登记卡后Non-registered guest A pays for in-house guest B by cash Collect enough cash deposit from guest A which should cover the estimated consumption of guest BPolitely invited guest A to sign payment authorization form on theGuest Business Card and leave contact telephone No店外的A客人为住店的B客人付现金押金收取足够的现金请A客人在B客人的登记卡上签付款授权书并留下Non-registered guest A pays for in-house guest B by credit cardTake the imprint of Guest A s credit card with one blank credit card voucherPolitely invite guest A to sign on the credit card voucher and paymentauthorization on guestB s registration cardDeposit policy should be appliedCare about hotel benefit应用押金收取的政策保障酒店利益PREPARED BY MICHAEL ZHENG起草人 APPROVED BY MR RAY ZHOU批准人 POSITION FOM职位 SIGNATUREDATE签字日期 POSITION FOM职位 SIGNATUREDATE签字日期DEPARTMENT Front Desk部门前厅部 JOB TITLE Guest Service Associate职称前台职员 TASK NO FD 02号码 TASK Billing instruction handling工作职责账目说明 3 of 3 EQUIPMENT REQUIRED Opera Workstation所需设备工作台 WHAT TO DO 工作程序 HOW TO DO操作明细 WHY工作目的Make remarks备注店外的A客人为住店的B客人付信用卡作为押金印空白的信用卡单请A客人在空白信用卡单上签字在B客人的登记卡上签付款授权书并留下随后将客人签过字的空白信用卡签购单保存在值班经理保险箱并在系统中做备注提醒员工Write down the notice on the registration card and key in the notice in the system like PB outside Mr A VISA4500XXXX voucher in DM Safe 123在登记卡上填全付款说明并根据情况写明备注并在系统中做相应的注明To alert other GSAKeep consistent service is one point of Xxx Hotel Hospitality提醒员工注意PREPARED BY MICHAEL ZHENG起草人 APPROVED BY MR RAY ZHOU批准人 POSITION FOM职位 SIGNATUREDATE签字日期 POSITION FOM职位 SIGNATUREDATE签字日期 DEPARTMENTFront Desk部门前厅部 JOB TITLE Guest Service Associate职称前台职员 TASK NO FD 03号码 TASK Block rooms for arrivals page 1 of 3工作职责房间预留 EQUIPMENT REQUIRED Opera Workstation所需设备工作台 WHAT TO DO工作程序 HOW TO DOWHY 操作明细工作目的Block rooms priori to the guests who have special requests ie connecting room cornor room etc预留VIP房间Block rooms for early arrivals为早到的客人预留房间Let room controller block rooms for VIP one day before Block rooms from the reservation screen using in Opera to search for the desired room type由Room controller为VIP提前一天预留房间在Opera内使用从预定屏中预留房间以寻求所需房间的类型Block only vacant clean room for early arrivals为早到的客人预留干净的空房间Inform relevant departments for the various amenities requested For example flowers and fruits basket通知有关部门提供所需的各种欢迎品例如鲜花果篮Input DNC in the instruction field in reservation screen for staff special attention在预定屏备注栏输入 DNC 以提请员工注意As far as possible block vacant clean rooms one day before尽可能提早一天预留干净空房To ensure that VIP guests have their priority room blockage so that specific needs will be met as well as to block the best rooms for them 确保VIP客人享有预留房间的优先权以便满足其具体需求并为其预留最好的房间We will ensure our procedures are customer friendly and easy for the customer and staff我们要保证我们的服务程序有益于客人并方便员工To allow each departments to take the necessary actions to prepare the room for the guest让每一个部门采取必要的举措为客人准备好房间To alert everyone that the room blocked should not be changed because items may have been placed in the room提醒各位因为房间内各项备品已放置所以不可更换To ensure that the rooms are ready check-in immediately when guests arrive earlyBY MICHAEL 确保当客人较早到达时可以立即登记入住 PREPAREDZHENGAPPROVED BY MR JAME XI 起草人批准人 POSITION FOM职位 SIGNATUREDATE签字日期 POSITON GM职位 SIGNATUREDATE签字日期DEPARTMENT Front Desk部门前厅部 JOB TITLE Guest Service Associate 职称前台职员 TASK NO FD 03号码 TASK Block rooms for arrivals page 2 of3工作职责房间预留 EQUIPMENT REQUIRED Opera Workstation 所需设备工作台 WHAT TO DOHOW TO DO 工作程序操作明细 WHY工作目的Block rooms with no arrival times为未知抵达时间的客人预留房间Block rooms with other know arrival times 为其他已知抵达时间的客人预留房间If vacant dirty rooms are blocked inform housekeeping immediately providing them with the expected time of arrivals 如预留的空房未清洁立即通知客房部以使他们在客人到达的预计时间内做好准备Block vacant clean rooms first for on day arrival 先在当日预留干净的空房If not available block vacant dirty rooms and inform housekeepingimmediately providing them with the expected time of arrivals如果没有干净的空房则预留未清洁的空房并立即通知客房部以使他们在客人到达的预定时间内做好准备Use discredtion and take note of expected arrival times when blocking dirty rooms谨慎处理当预留未清洁房间时记载客人到达的预计时间Inform housekeeping about each room blocked and the expected arrival times通知客房部关于每一间已预留的房间和客人抵达的预计时间So that housekeeping can clean these rooms first in order to ensure that the rooms are ready for the guest to check in客房部首先将这些房间清洁以确保为登记的客人预先准备好房间Guest may check n at any time客人可以随时登记住房So that housekeeping can clean these rooms first in order to ensure that the rooms are ready for the guest to check in以使客房部首先将这些房间清洁以确保为登记的客人预先准备好房间So that vacant clean rooms may be available for any walk-ins以便使任何走进来的客人均有可用的干净空房间In order for housekeeping to schedule the maids to clean the rooms according to the arrival times以便客房部根据抵达时间安排服务员打扫房间 PREPARED BYMICHAEL ZHENG起草人 APPROVED BY MR RAY ZHOU批准人 POSITION FOM职位 SIGNATUREDATE签字日期 POSITON GM职位 SIGNATUREDATE签字日期DEPARTMENT Front Desk部门前厅部 JOB TITLE Guest Service Associate职称前台职员 TASK NO FD 03号码 TASK Block rooms for arrivals page3 of 3工作职责房间预留 EQUIPMENT REQUIRED Opera Workstation工作台 WHAT TO DO 所需设备工作程序 HOW TO DO操作明细 WHY工作目的Block back to back rooms预留尚未退房的房间Block rooms for elderly guests or disabled guest为年老的客人或残疾客人预留房间Block rooms for single female executives为单身的女商人预留房间Do so only s a last resort Use this method for very late arrival But allow sufficient time for housekeeping to clean the rooms takingintoconsideration the time for them to end their shift只有在别无选择时才如此用于特别推迟抵达的客人给与客房部充足的时间以打扫房间充分考虑到他们完成工作的时间Block rooms on lower floors as well as near to elevator and emergency exits预留房间在低楼层靠近电梯和紧急安全出口Block handicapped rooms为残疾客人优先预留残疾房Block rooms without connecting doors unless specifically requested 除非特殊要求否则预留无连通门的房间Current guest in the room may extend stay or have an unexpected delayed check out目前住在客房内的客人可能延长居留时间或推迟退房结账For easy exit in the event of emergencies as well as for guest抯convenience可以方便客人在紧急事件中容易进出安全出口A connecting door in the room of a single female executive may be perceived as an element of insecurity for them as well as to prevent the unlikely event of someone else opening the connecting door accidentally 单身女商人住在有连通门的房间被视为非安全因素也已防止有偶然打开连通门而发生不愉快事件We will do more for the customer in every customer contact要利用每次同客人接触的机会为客人提供超前的服务PREPARED BY MICHAEL ZHENG起草人 APPROVED BY MR RAY ZHOU批准人 POSITION FOM职位 SIGNATUREDATE签字日期 POSITON GM职位 SIGNATUREDATE签字日期DEPARTMENT Front Desk部门前厅部 JOB TITLE Guest ServiceAssociate职称前台职员 TASK NO FD04 号码 TASK Bucket check 工作职责检查登记卡 EQUIPMENT REQUIRED OperaWorkstation所需设备工作台 WHAT TO DOHOW TO DO 工作程序操作明细 WHY工作目的To print in house report打印住店客人报表Checking bucket against in house report 按报表检查登记卡Verify and correct all guest details 证实所有客人细节Leave note to Team Leader留交班记录给次日领班Use the computer and generate the printing by the overnight shift GSA员工使用电脑打印出报表夜班Using the in house report check each registration card with the in house rooming report使用住店客人报告与所有登记卡一一对照检查Check each registration card against guest folioDetails such asnumber of paxRate and rate codeBilling instructions根据客人档案核查每一份登记卡如人数房价和房价代码账目说明等Sort out all room discrepancy correct all wrong key-in information before closing the system date在夜审前修改所有错误信息If there is something not solvedLeave the details note regarding those mistakes if has to the next day Team LeaderTeam Leader will do the follow up将错误的细节留给次日领班以便继续跟进For reference供参考To ensure that all in house registration cards available and are placed accordingly in the bucket by room number Take care of guest information确保所有登记卡根据房号次序放置在登记卡盒中无一遗漏并确认报表中和登记卡中客人信息相符To ensure accuracy of record so as to provide precise service 确保纪录的准确性Proper shift hand over良好的交班制PREPARED BY MICHAEL ZHENG 起草人 APPROVED BY MR RAY ZHOU 批准人POSITIONFOM职位 SIGNATUREDATE签字日期 POSITON GM职位 SIGNATUREDATE签字日期DEPARTMENT Front Desk前厅部 JOB TITLE Guest Service 部门Associate职称前台职员 TASK NO FD 05号码 TASK Cash depositcollection工作职责收取现金押金 1 of 3 EQUIPMENT REQUIREDOpera Workstation所需设备工作台 WHAT TO DO 工作程序 HOW TO DO操作明细 WHY工作目的Calculate amount of deposit 计算押金额Tell guest deposit amount告知客人总额Receive money from guest收取现金Calculate amount of deposit accurately amount of deposit shouldcover the room charge during guest staying and estimated miscellaneous consumptionFormula is Room rate per night x total room nights x 15 total amount of deposit根据公式计算客人在店期间预计消费的额度房费入住天15 注此为参考数据会根据房价面确定收取押金额If guest pay deposit for extension ask for estimated departure date before calculate deposit如果客人为延住付押金确定延住天数Politely tell guest deposit amount we should collect by saying MrMrs XX would you please pay RMB XX as deposit which include your room charge and other miscellaneous charge until you check out If there deposit rest we will refund them to you upon check out礼貌告知客人总额结账时押金多退少补Use two hands to receive money from guest and carefully andefficiency count it in front of guest any question on the money eg amount of money unacceptable money contact guest immediately As well as say MrMrs XX I have received your RMB XX deposit thank you After you finish counting and accept itProtect hotel benefit and accurate deposit amount can let us have guideline for collecting deposit保护酒店利益Get detail information can assist us to provide precise service 得到确定信息Clearly describe the accurate deposit amount we will collect to let guest have clear understanding and also explain the reason why this amount collected by us Anticipate for guest request and caring about guest inquiry清楚告知客人押金总额和收取此金额的解释Any question regarding money solve it immediately with guest and in front of guest Clearly confirm with guest how much you receive from guest by speaking out to guest Avoid any dispute occurred in future PREPARED BY MICHAEL ZHENG起草人 APPROVED BY MR RAY ZHOU批准人 POSITION FOM职位 SIGNATUREDATE签字日期 POSITON GM职位 SIGNATUREDATE签字日期DEPARTMENT Front Desk部门前厅部 JOB TITLE Guest ServiceAssociate职称前台职员 TASK NO FD 05号码 TASK Cash deposit collection工作职责收取现金押金 2 of 3 EQUIPMENT REQUIREDOpera Workstation所需设备工作台 WHAT TO DO工作程序 HOW TO DO操作明细 WHY工作目的Key into the system and write the cash deposit receipt押金输入系统开押金收据给客人Describe deposit terns to guest向客人解释押金条款Double check the posting to make sure you key in correctly再次检查系统中输入的准确性Extend for guest in computer在系统中延期用双手接过现金在客人面前清点清楚如果金额数不对或对不可接受的钱币必须立即当面同客人讲清Key into the system at once and write the cash deposit receipt for the guest right now then ask guest sign on the receipt Finally sign your own signature押金收据须客人和员工双方签字确认并立即将押金输入系统Clearly describe deposit refund terms to guest by saying MrMrs XX would you please read these clause to see if it is correct thank you 向客人解释押金收取及退还的具体条款After guest leave front desk double check deposit into computer immediately客人离开柜台后立即再次确认系统中输入的准确性If guest pay deposit for extension extend for guest in computer and make the new key after collecting deposit如客人为延住客人确保在系统中为客人延住并作新钥匙任何有关现金的问题必须当面立即解决避免以后发生不必要的纠纷Let guest clearly understand terms content to avoid any dispute in future让客人清楚理解避免今后纠纷发生Avoid forgetting posting so as to affect any upset to guest caused by deposit谨防忘记输入电脑Update information in computer更新信息PREPARED BY MICHAEL ZHENG起草人 APPROVED BY MR RAY ZHOU批准人 POSITION FOM职位 SIGNATUREDATE签字日期 POSITON GM职位 SIGNATUREDATE签字日期DEPARTMENT Front Desk部门前厅部 JOB TITLE Guest Service Associate职称前台职员 TASK NO FD 05 号码 TASK Cash deposit collection工作职责收取现金押金 3 of 3 EQUIPMENT REQUIRED Opera Workstation 所需设备工作台 WHAT TO DO工作程序 HOW TO DO操作明细 WHY工作目的Note 注意If guest pay foreign currency as deposit客人付外币作为押金Calculate amount of deposit accurately the same as aboveExchange rate should follow the foreign currency exchange list人民币押金总额计算同上所述外币总额依照每天外汇牌价计算得出Foreign currency can not settle bill directly unless exchange to RMB or change other payment method upon COPolite explain to guest the foreign currency will only be kept at Front Desk during stay as deposit外币不可直接用于结算除非在退房时兑换成人民币或改用其他方式结算向客人礼貌的解释外币只是作为押金在入住期间存放前台Write a formal foreign currency receipt and pass one copy to guest State that the foreign currency will be returned to guest after settling bill with receipt开据外币押金收据给客人客人结清账目后凭收据退还外币押金The foreign currency deposit should be sealed in envelope withdetails on the cover including guest name room no duration which foreigncurrency and amount by FD SA then kept in Service Manager Safe Deposit Box during guest stay外币押金由收取押金的前台员工放在信封中密封将细节客人姓名房号入住期间外币种类金额在信封上注明交给服务经理在客人入住期间存放在保险箱内CO message should be left Pay USD20000 as deposit kept by SM在离店信息中输入收取美金200元作为押金存放宾客服务经理处Make sure to count and check the foreign currency in front of the guestbefore collecting Avoid any dispute occurred in future 确保在收取现金前在客人面前检查外币和数清金额避免今后发生争执PREPARED BY MICHAEL ZHENG起草人 APPROVED BY MR RAY ZHOU批准人 POSITION FOMSIGNATUREDATE 职位签字日期 POSITON GMSIGNATUREDATE 职位签字日期DEPARTMENT Front Desk部门前厅部 JOB TITLE Guest ServiceAssociate职称前台职员 TASK NO FD 06 号码 TASK Check in with TA voucher 工作职责持旅行社入住券入住 1 of 5 EQUIPMENT REQUIREDOpera Workstation所需设备工作台 WHAT TO DO工作程序 HOW TO DO操作明细 WHY工作目的Greets guest问候Identify guest who come with luggage or briefcase and inquire guest name with smile and eye contact得到客人姓名Collect the room voucher by two hands and check reservation in computer收取入住单Greets guest upon guest approach front desk counter with smile by saying Nin Hao welcome to Traders Hotel Kun ShanMay I help you SirMadam使用标准用语问候客人If guest has reservation politely inquire guest name by saying May I have your last name sirMadam得到客人姓名后查询预定Find out reservation immediately in computer politely require guest room voucher and confirm the information including guest name arrival and departure date room type and payment etc If fail to find out try other way eg use guest company name or travel agency name to check in computer By saying Mr XX May I have your company name or may I know thecompany you made your booking with If still fail to find let the guest check in first and follow up after check in找到预定后收取入住单确认入住单上的信息是否与系统中一致如果用名字无法查到预定使用旅行社或公司名字查找如果仍无法找到预订先为客人登记随后再跟进Note Never say to guest Noreservation even if reservationcan not be found in computer Useguest company contract rate and guest preference to check in guest at firstPresent our courtesy and kindly service at first time 留下良好的第一印象Clarify guest is walk in guest or with reservation So that you can check the reservation in computer确认客人是否有预定Locate reservation immediatelly try to provide efficiency service to guest at first time and every single time为客人提供有效快捷的服务Be flexibility 灵活PREPARED BY MICHAEL ZHENG起草人 APPROVED BY MR RAY ZHOU批准人 POSITIONFOM职位 SIGNATUREDATE签字日期 POSITON GM职位 SIGNATUREDATE签字日期DEPARTMENT Front Desk部门前厅部 JOB TITLE Guest ServiceAssociate职称前台职员 TASK NO FD 06号码 TASK Check in with TA voucher 工作职责持旅行社入住券入住 2 of 5 EQUIPMENT REQUIREDOpera Workstation所需设备工作台 WHAT TO DO工作程序 HOW TO DO操作明细 WHY工作目的Confirm room type with politely manner and smile eye contact确认房态Advise guest from getting R card告知客人去取登记单注意不要同客人讲没有预订即使预定无法找到使用客人公司价根据客人喜好先为客人登记入住If VIP or Golden Circle guest refer to GRO immediately By saying Mr XX please wait for a moment our guest relation officer will show you the way to the room Or if GRO is busy follow Golden Circle s standard to service the guest如果是贵宾或金环会成员立即通知宾客关系主任接待如他她繁忙根据接待贵宾标准工作程序接待客人Confirm room type and period with guest according to reservation by clearly descriptionBy saying Mr XX you have booked our deluxe king size room is it correct同客人确认房态和入住天数By saying Just one moment Mr XX I m just going to get youregistration card Draw out pre-registered registration card and prepared rwelcome booklet from reservation form holding box去取登记单时告知客人If guest request non-smoking room please follow up in the system and key in the guest profile so we can meet guest s needs in the future Clearly confirm detail with guest to avoid making guest feel confusedmeanwhile let guest feel our genuine service 确认细节时刻人感受我们真诚的服务In order to avoid the guest confusion and show care 避免客人产生误会PREPARED BY MICHAEL ZHENGAPPROVED BY MR RAY ZHOU 起草人批准人 POSITIONFOMSIGNATUREDATE 职位签字日期 POSITON GM职位 SIGNATUREDATE签字日期DEPARTMENT Front Desk部门前厅部 JOB TITLE Guest Service Associate职称前台职员 TASK NO FD 06 号码 TASK Check in with TA voucher 工作职责持旅行社入住券入住 3 of 5 EQUIPMENT REQUIRED Opera Workstation 所需设备工作台 WHAT TO DO工作程序 HOW TO DO操作明细 WHY工作目的Check in guest in computer在系统中办理入住手续Collect ID card Business card for registration收取证件和名片登记Fill registration card填写登记单Confirm and collect the payment付款方式If very frequent guest no need confirm type and rate all the time do according to the profileIf there is detail profile in the system do not collect business card again客人的要求应被记入系统使客人下次光临时我们提前满足其要求常客不需要每次都确认细节资料很全的客人不须再要名片Check in guest in computer在系统中办理入住手续Politely collect guest ID cardBusiness card for registration Use two hands to receive guest ID cardbusiness card By saying Mr XX may I have your passport and business card for reference Thank you礼貌的要求证件和名片登记Clearly neatly accurately and efficiency fill in the registration card for guest清楚整齐准确快速填写登记单Politely collect payment from guest by saying Mr XX how would you liketo settle your incidental paymentIf it is credit card quickly take in print If paid by cash collect 500 RMB per day for cash deposit 收取杂费押金五百元Avoid forgetting check in guest in computer 避免忘记在系统中登记Fill in registration for guest to show our Asian hospitality 帮助客人填写登记单Avoid to letting guest wait for too long time Do more for our customerin every customer contact避免使客人等候太久Advance deposit should be collected to protect hotel benefit 押金收取保障酒店利益PREPARED BY MICHAEL ZHENG起草人 APPROVED BY MR RAY ZHOU批准人 POSITION FOM职位 SIGNATUREDATE签字日期 POSITON GM职位 SIGNATUREDATE签字日期DEPARTMENT Front Desk部门前厅部 JOB TITLE Guest ServiceAssociate职称前台职员 TASK NO FD 06号码 TASK Check in with TA voucher工作职责持旅行社入住券入住 4 of 5 EQUIPMENT REQUIRED Opera Workstation所需设备工作台 WHAT TO DO工作程序 HOW TO DO操作明细 WHY工作目的Confirmation information with guest确认信息Present welcome booklet and necessary items to guest 分发钥匙Inform the GSA-concierge通知礼宾部Ask if guest need any thing help提供更多服务Offer Service Center information if need 如需要提供服务中心信息Complete check in完成登记Confirm guest name room number arrival date depature date with guest 确认所有入住信息Use two hands to present welcome booklet and necessary items toguest用双手给客人分发钥匙Inform SA-Concierge the room number通知礼宾部客人房号Ask if guest need any else help by saying MrMrs XX Is there anything else I can do for you询问客人是否需要更多帮助Identify GSA-reception self and offer guest service center extension number by saying MrMrs XX our guest service center extension is 3 please call us anytime if you need our help前台员工介绍自己并提供服务中心电话分机Introduce GSA-concierge to guest and wish guest a pleasant stay By saying MrMrs XX this is Jack from concierge he will show you to the room wish you have a pleasant stay介绍礼宾部员工给客人并祝客人入住愉快Care for guest understanding on every detail information让客人了结所有相关信息Do more for the guest为客人多做Anticipate new guest request to help new guest familiar with the hotel service center预见客人需求Use team work to consistently serve guest运用团队精神为客人提供持续的服务PREPARED BY MICHAEL ZHENG起草人 APPROVED BY MR RAY ZHOU批准人 POSITIONFOM职位 SIGNATUREDATE签字日期 POSITON GM职位 SIGNATUREDATE签字日期DEPARTMENT Front Desk部门前厅部 JOB TITLE Guest ServiceAssociate职称前台职员 TASK NO FD 06 号码 TASK Check in with TAvoucher工作职责持旅行社入住券入住 5 of 5 EQUIPMENT REQUIREDOpera Workstation所需设备工作台 WHAT TO DO 工作程序 HOW TO DO操作明细 WHY工作目的Sign on registration card签字Get approval code for credit card 信用卡授权Do routing in the system在系统中做routingAttach TA voucher with RC附入住卷在登记卡单后Attach items附卡单GSA-reception sign on registration card前台员工在登记卡上签字确认If the guest pays by credit card input credit card number into EDC machine to get approval code upon guest check inIf the credit card is declined ask guest to change payment by saying MrMrs XX I am very sorry to inform you that after checking with the bank we can t get approval code for your credit card would you please change to another payment thank you使用EDC要取信用卡相应授权如果EDC不接受客人信用卡要求客人换卡或更改付款方式Do routing according to the bill instruction in the system after check-in system根据付款说明在系统中做做账目说明Attach TA voucher with RC and pass to Credit Mananger on daily basis to get authorization附入住卷在登记卡单后交给信贷部经理授权挂账Attach registration card with EDC voucher together将信用卡授权卡单附在登记卡后For future using公安局登记制度Check the credit card limit检查信用卡额度We dont tell guest hisher credit card is declined because we should give guest faceUnder this situation we should be very careful to talk to guest在信用卡不被接受的情况下不要直接同客人讲信用卡被拒收应小心措辞要求客人更换付款方式If the billing has been paid by theTA to avoid divulge room rate to the gust以防在结账时将旅行社应付费用让客人得知Credit Manager will double check it again to make sure everything is correct信贷部经理复查所有相关资料确保无差错For filing存档PREPARED BY MICHAEL ZHENG起草人 APPROVED BY MR RAY ZHOU批准人 POSITIONFOM职位 SIGNATUREDATE签字日期 POSITON GM。

(酒店管理)酒店前厅部SOP最全版

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本地酒店工作操作程序标准沈阳皇朝万豪酒店主题: 登记和结帐程序LSOP 编号: RM-01-001 发出:前厅经理生效日期: 二零零三年十一月批准:总经理页码: 第一页（共三页）颁布: 行政委员会/部门A级经理目的:•在任何时候无论是客人的登记入住和结帐，确保服务的一致性以及专业性，给客人留下美好的第一印象和最后印象。

政策:•沈阳皇朝万豪酒店的政策是：通过前台员工的热情微笑，目光的接触，主动称呼客人的名字，殷勤的态度，以使客人享受到个性化的服务。

程序:A登记有预订的客人1．当客人来到前台时，前台接待员要主动向客人问好。

-如果看到客人有行李并是从正门进来，要说：下午好，先生。

欢迎您到沈阳皇朝万豪酒店。

-如果客人没有带行李又不能确认客人是否要入住，要说：下午好，先生。

我怎样帮到您。

2．向客人问好时，要面带笑容，双目平视客人。

3．当确认客人要办理入住时，要礼貌询问客人是否有预定过房间：请问理查得先生，您是否有预定过房间。

4．根据客人提供的姓名，公司名，或确认号码等在电脑内找到预定。

5．与客人再次确认预定：请问理查得先生，您预定了一间标准单间，预计住3个晚上，不吸烟的房间，您的房费包含一位早餐对吗？主题: 登记和结帐程序LSOP 编号: RM-01-001 发出: 前厅经理页码: 第二页（共三页）6．如果客人需要更改预定，要马上为客人在电脑内查询是否可以，并马上为客人更改。

如果客人的要求不能满足，要向主管报告寻求帮助。

7．与客人确认付款方式，根据客人的入住天数收取现金押金或信用卡授权。

公式：房价* 房晚* 2-理查得先生，请问您是用现金付帐还是用信用卡付帐？-请您交3000元做押金可以吗？-请您出示信用卡可以吗？谢谢。

8．如果客人用以下一种信用卡来付帐：运通卡、万事达卡、维萨卡、JCB卡、大莱卡和长城卡，我们应该在客人的欢迎卡内放一张快速结帐的服务指南，并通知客人酒店提供快速退房服务。

9．前台接待员要为客人填写欢迎卡，包括客人的名字、房号、房价和到达日期离店日期。

10．根据客人住店期限为客人做磁卡钥匙并把钥匙插到欢迎卡里。

将客人的房号，及房价只能指给客人看，不可以念出声。

- 理查得先生，这是您的房号，这是您的房价含一位早餐。

11．在填全登记卡后，前台接待员请客人签名。

向客人介绍早餐的时间，地点，电梯钥匙的使用。

接待员要把欢迎卡双手递给宾客关系主任，由宾客关系主任引领客人去房间。

12．在客人离开前台时，前台接待员要祝愿客人：____女士/先生祝您居住愉快。

13．前台接待员要及时通知行李员客人的房间号码以便行李员送客人行李。

14．宾客关系主任引领客人至房间后应向客人介绍房间内设施的使用方法。

15．对于行政商务层客人，宾客关系主任要把商务楼层住客的特权介绍给客人。

16．宾客关系主任在离开客人房间时应祝客人居住偷快。

17．当宾客关系主任离开客人房间后，行李员应立即将行李送到客人房间。

主题: 登记和结帐程序LSOP 编号: RM-01-001 发出: 前厅经理页码: 第三页（共三页）B．无预定客人的入住登记1. 在客人走近前台要求登记时，前台接待员要问候客人以表示欢迎并询问客人是否有预定。

2.前台接待员要熟知当日可卖房型及各房型的价格。

运用销售技巧向客人推销酒店房间。

3.空白的登记卡应提前准备好，前台人员要请客人出示护照或身份证来办理登记手续。

并请客人在登记卡上签字。

18．以下程序请参照“登记有预订的公司客人”。

19．如前台接待员在回答客人问题时有什么疑问应由前台主管来处理。

结帐：1．当客人来到前台要求结帐，前台接待员要询问客人房间号码，姓名。

与电脑核实后，电话通知客房部。

2．前台接待员礼貌地向客人收回钥匙卡。

3．前台接待员要向客人询早上有没有新的消费或有没有用过房间中的小酒4．前台接待员应把客人的帐单出示给宾客,供他/她们查阅。

5．向客人介绍帐单，并询问客人的居住感受。

6．如果有任何问题要马上解决，如果能力或权限有限要马上统治主管或经理。

7．在客人付完帐目后，前台接待员将帐单，信用卡回执单，发票装在信封内，双手递给客人。

8．双目注视客人，微笑对客人说，谢谢您，理查得先生。

祝您旅途愉快，并希望早日再见到您。

本地酒店工作操作程序标准沈阳皇朝万豪酒店主题: 计算机输入LSOP 编号: RM-01-002 发出: 前厅经理生效日期:二零零三年十一月批准: 总经理页码:第一页（共一页）颁布:行政委员会/部门A级经理目的:•确保客人登记入住的信息正确地输入电脑中。

政策:•沈阳皇朝万豪酒店的政策是:住店客人的信息必须在完成登记手续之后，10分钟之内输入电脑。

程序:1.客人登记后,登记卡的信息必须在10分钟之内输入电脑。

2.如果有很多客人同时抵店,前台接待员应在客人完成登记手续后,应先将电脑中的预订状态改为入住状态,无预订客人也应马上在电脑中登记,然后在电脑中更正客人的详细信息。

3.在完成登记手续之后,宾客信息输入电脑之前,如接到宾客查询，前台接待员必须同时查看登记卡与电脑记录,以确保提供正确的信息。

本地酒店工作操作程序标准沈阳皇朝万豪酒店主题: 房间的预先保证金LSOP 编号:RM-01-003 发出:前台经理生效日期: 二零零三年十一月批准:总经理页码: 第一页（共一页）颁布: 行政委员会/部门A级经理目的:•保证一个有效的信用控制并且避免由于客人离店时未付帐而对酒店造成的损失。

政策:•沈阳皇朝万豪酒店的政策是:所有无预订散客在办理入住手续时应交纳订金或刷信用卡,除非预先有信用安排。

程序:1.前台人员要根据客人住期收取客人的入住押金，押金公式：房价X 入住天数X 22.如果宾客用信用卡做保证，前台接待员必须在确保信用卡有效期未过之后为客人刷卡。

根据上述公式在EDC机上要相应的授权。

3．如果客人用现金做押金，前台接待员要填写现金押金收据，员工本人在收据上签字后，并请客人签字认可。

押金收据一式三联，粉色给客人，绿色交财务，白色订在客人登记单存档。

4．前台接待员要将客人的付款方式写在登记单上。

5．在电脑内更改客人的付款方式，输入客人信用卡及授权信息。

或将现金入帐。

本地酒店工作操作程序标准沈阳皇朝万豪酒店主题: 延迟退房LSOP 编号: RM-01-004 发出:前厅经理生效日期: 二零零三年十一月批准: 总经理页码: 第一页（共一页）颁布: 行政委员会/部门A级经理目的:•灵活地处理客人提前到店或延迟退房的要求。

政策:•沈阳皇朝万豪酒店的政策是:所有延迟离店的房间应该有相关人员授权。

退房的时间：中午12:00中午12:00-14:00pm退房：不加收额外费用14:00-18:00pm 退房：加收50%原价18:00pm以后退房：加收100%实际房价以上信息应根据住房率灵活安排程序:1.在住房率到达60%或高于60%时,延迟退房且不加收额外费用必须得到前台经理、前台副经理，宾客值班经理或销售总监的批准。

2.当预测住房率低于60%时,延迟退房可灵活安排,但必须得到前台经理,前台副经理，宾客值班经理或销售总监的批准。

本地酒店工作操作程序标准沈阳皇朝万豪酒店主题:预订未到收费LSOP 编号: RM-01-005 发出: 前厅经理生效日期: 二零零三年十一月批准: 总经理页码: 第一页（共一页）颁布: 行政委员会/部门A级经理目的:•通过有效的控制确保客房收入的最大化。

政策:•沈阳皇朝万豪酒店的政策是：如果已担保预订的客人未能如期抵店的,酒店将收取第一晚房费。

程序:1.如果发生担保预订客人未能如期抵店的情况时,前台接待员应在当天夜审之前将房费计入电脑中,并于夜审工作结束后从电脑中退出该房。

2.客人的帐单同预订单一起送到财务部和销售部，帐单上要标注客人因未到店而被收费。

3.财务应收部在接到未能如期抵店的客人帐单后,根据担保的性质将帐单寄至信用卡中心或担保公司/旅行社索要帐目。

4.如果客人是常客,电脑中有历史档案,前台接待员应输入此客人预定为“预订未到”并且注明日期。

如果是担保预订,因客人未能如期抵店故应将“担保预订未到”“日期”及“收费金额”输入电脑中。

5.夜班接待员负责夜间客史的更新,夜班宾客服务经理每天必须检查批准。

本地酒店工作操作程序标准沈阳皇朝万豪酒店主题: 使用解码器开启保险箱: RM-01-006 发出:前厅经理LSOP 编号生效日期: 二零零三年十一月批准:总经理页码: 第一页（共二页）颁布: 行政委员会/部门A级经理目的:•为客人提供便利并获取客人满意。

政策:•沈阳皇朝万豪酒店的政策是:只有当客人报告他/她忘记电子保险箱的密码时才能使用电子保险箱的解码器。

程序:1.一套解码器有两部分构成,分别由宾客服务经理和保安部保存。

2.一旦客人告知他/她忘记了保险箱的安全密码,宾客服务经理要通知总保安部协助开启保险箱。

3.宾客服务经理要和保安一同到房间为客人开启保险箱。

4.在打开电子保险箱前,宾客服务人员必须根据电脑记录核对客人身份，同时确认打开后的保险箱内的物品与客人所声明的物品相一致。

5.除非客人已经结帐,否则必须在客人在场的情况下开启保险箱。

6.如果客人结帐后房间保险箱仍为使用状态，客房部员工要通知值班经理。

7.值班经理同保安员同时到房间开启保险箱。

主题: 使用解码器开启保险箱: RM-01-006 发出:前厅经理LSOP 编号生效日期: 二零零三年十一月批准:总经理页码: 第二页（共二页）颁布: 行政委员会/部门A级经理8.如果保险箱内有客人遗留物品，要双方共同清点记录并签字。

然后马上关闭保险箱，共同退出房间。

9.值班经理要马上查电脑，与客人联系确认。

与客人确认领取时间。

通知前厅经理及保安经理。

10.如果客人因不在本市而要求别人代领，要告知客人传真一份书面代领授权书给酒店，传真上要有客人身份证复印，客人房间号码，委托领取人姓名，身份证号码，联系号码，及其本人签字。

11.客人本人或其委托人到达时，值班经理要认真核对电脑，客人签字或传真的信息。

准确无误后，由客人本人或其委托人在保安员陪同下到房间用密码打开保险箱，并确认物品是否与其描述相符。

12.宾客服务人员必须将开启电子保险箱的详细情况记入解码器使用记录及宾服务交班记录以备酒店管理层查阅本地酒店工作操作程序标准沈阳皇朝万豪酒店主题: 房间升级LSOP 编号: RM-01-007 发出:前厅经理生效日期: 二零零三年十一月批准:总经理页码: 第一页（共二页）颁布: 行政委员会/部门A级经理目的:•为保持良好的客源关系,以赢得客人的忠诚。

政策:•沈阳皇朝万豪酒店的政策是：客人房间升级是为增加酒店的收入而采取的销售策略,是对客人忠诚性的认可。

程序:1.房间升级的情况发生于当客人所居住的房间价格高出他实际所付的价钱,实际上酒店由于不能以原价出售房间或套房而减少收入。