hotel frontoffice SOP – Do’s and Don’ts in Front Office
酒店礼宾部-五星级sop
Hold the signboard in front of you at eye visible level and stand in front of the arrival gate to wait for the guest.
Safety and Security reasons
PREPARED BY:
APPROVED BY :
DESIGNATION:
SIGNATURE/DATE
DESIGNATION:
General Manager
SIGNATURE/DATE
STANDARD OPERATION PROCEDURE
DEPARTMENT: Front Office(Concierge)
STANDARD OPERATION PROCEDURE
DEPARTMENT: Front Office (Concierge)
JOB TITLE: Guest Service Associate (Concierge)
TASK NO: CON-01 PAGE 1-3
TASK:AIRPORT PICK UP SERVICE
Get updating information for pick up guest. For reference check every hotel guest arrival airport.
Avoid misunderstandingbetween reservation and transportation.
Check airport limousine transfer status.
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ＰOLICＹNＯ．ﻩSUBJECT编号标题FＯ－DM－001 Dｕｔy Check List工作检查表FO-DM-002 ＢoｍｂThｒeatﻫ炸弹威胁FO-ＤM-０0３Car 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-006ＧuｅsｔCompｌaints and Dispuｔes客人抱怨和争执FO-DM－０07Request 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 SａｆｅtｙBox保险箱FO-ＤＭ－０２8IｎcominｇFaxes／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-03１Guest Biｒthday客人生日FＯ-ＢC-００2 Incｏmｉｎg faxes接收传真FO-BＣ－０05MeeｔinｇＲooｍＲeｎｔal会议室租用FO-BC－006 OutgoinｇFax发送传真FＯ-BC-0０7ＤHＬ／ＥＭS／Couriｅr Ｓｅｒvices ＤHL特快专递FO-COＮ-002 Ｂａｇｇage Ｓeｒvice for Arrｉvａlｓ行李抵达服务ＦO-CON-00３Baｇgaｇe Sｅｒｖice for Deparｔure行李离店服务FO－CＯN-０04Bａｇｇａge Ｓｅｒvice for group Arｒivａlｓ团队行李抵达服务FO-COＮ-0０5 BaggagｅServiceforg roｕp Deｐａrｔure团队行李离开服务FＯ-CＯN-006Ｂaｇｇage Storage行李贮存服务FO－COＮ-007 Brochures, MapｓandＤirecｔions指引册,地图，导游册FO－CON-008 Flags旗帜ＦO-COＮ-009AlｌIncoｍing Iteｍsﻩﻩﻩﻩ所有收入条款FＯ-COＮ-010 Nｅwspａpers报纸FＯ-CＯN-011Outｇoiｎg Iteｍs外送物件ＦO－CON-013 RoｏｍｉnｇGuest陪同客人进房间FO－COＮ-01４ShｕttlｅBus班车FO－CＯN－０15Oｕｔdaｔed mａil, faxes and parｃｅls过期的邮件，传真和包裹FO-CＯN-016Ｐaging Servｉce呼叫服务FＯ-CON-017 pｏstal ｅxｐｒesｓserviｃe邮政快递服务FO-ＣON-０18 Taxｉｂooｋing ａnd arrａｎgｅmｅnt出租车预订及安排FO-ＣＯN-019 Ｔroｌlｅｙﻩ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-00２Airpoｒt PicｋUp机场接客FO－CON-AR-00３Ａirport ＬosｔLuggage行李丢失FO-ＣOＮ-AR-00４VIP 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-00６Ｍｏbiｌe Phoｎe移动电话ＦO-CON－DＲICＥＲ-001HoｕｓｅＵｓe/ Comｐliｍenｔary Vehｉcｌe酒店自用/免费用车FＯ－CON-ＤＲIVEＲ－00２Liｍｏuｓine Ａvailabiｌityﻩﻩﻩ大型轿车使用率FO-ＣON-DRIVEＲ-０0３ＬimousiｎｅＣｌeaning & Maｉntenaｎceﻩﻩ大型轿车清洁和保养FＯ－CON-DＲIVＥR-0０4 Ｍｉleagｅ/ Pｅtrol Controlﻩ运程／汽油控制ＦO-CＯＮ-DRＩVER－０05 LimｏuｓinｅRｅquｅsｔﻩﻩﻩﻩ用车申请ＦＯ-CＯN-DRIVＥR-006 Tｈe Reｓpｏnsibilｉtｙof Driverﻩﻩﻩ司机责任保证ＦO-EＦ-00７Gｕｅst Preｆｅrence客人爱好FO-EF－０08 Executｉve Floor Ｃhｅck In行政楼层入住FO-ＥＦ-００９Hostｉng招待ＦO-FD-01０ComputerＤoｗn计算机系统崩溃FＯ－FD-０１１Foｒeign CurｒenｃｙExcｈａnge外币兑换FO-FD－016Inｔeｒnal Traｃe Repｏrt内部事务报告FＯ-FD-017 KeｙCｏntrｏl钥匙控制FO-FD-018 Lost ＆Found aｔCheckＩn失物招领FO-ＥFＭ-０１2 VＩP ChecｋIn重要客人入住ＦO-ＥＦM-０16 Ａlｌeged Tｈeft偷窃ＦO-ＥFM-017 GueｓｔComplaｉntｓaｎd Dｉsputes客人抱怨和争执FO-ＥFM-018Complｉmeｎｔaｒy/ Ｈｏｕse Ｕse免费房使用ＦＯ-EＦM-020 Reｑuｅｓt foｒDｏctｏr/ Hosｐiｔaｌization求医要求/住院治疗FO-EFＭ-02３Lost and Ｆｏund失物招领FＯ-EFM-024 Ｓaｆety Depｏsit BoｘｅｓKｅｙＩｎvenｔory保险箱钥匙清单FＯ-EFM-02５Safeｔy 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－02９GｕeｓｔＢirｔhday客人生日FO－EFM－０30Gｕｅst Joｉn-In Ａｕthoｒiｚation会员加盟授权FO－EFM-０31 Gueｓt Commｅnｔs客人意见ＦO-ＥＦM-０32 Bookingａtｏtｈｅr PlazａRoyａlｅHｏtel豪廷酒店网络内约定ＦO-ＥFM-033 HｏtｅｌEｖenｔs酒店活动ＦO-TEＬ－001 Ｔelephone ConｔrolＤDD／IDD国际/国内长途电话控制ＦO-TＥL-０0２Call AccountingＳysteｍ电话记费系统FO-TEL-003 Caｌl Barrinｇａnd Unbarriｎg电话禁呼和解禁FO-TEＬ-0０4 Do Ｎｏt DiｓturbＦeａtureﻩ请勿打扰事宜FＯ-TＥL-０05Guest Locaｔｏr Featuｒｅ为客人接电话至指定地点FO－TEL－006 Inｃoｍiｎg Caｌls接听来电FO-TEL－00７Oｐerator 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-01１Wake up Cａｌl叫醒服务FO-ＴＥL－０12Personal cａlls私人电话FＯ－０01 Ｂaｇgage Seｒｖicｅ行李服务FO-0０2BusiｎesｓCenter Seｒviｃe商务中心ＦＯ-003 Ｅngiｎeerｉｎg Sｅｒviｃｅ工程服务ＦO-00４Haｎdlｉng GｕeｓｔComplaints处理客人投诉FO-0０５Hａndｌing IncｏminｇCallｓ处理来电FO-0０6 Houｓekeeping Ｓｅrvｉcｅ客房服务FO-００７Room Servicｅ-ＩncomｉnｇCall客房送餐来电ＦＯ-008 Ｉn-Rｏom Ｄining Oｒｄer客房用餐预订FＯ-009 RuｎnｅｒＳｅrviｃe特殊服务ＦronｔOfficｅTerｍｓtｏＫnow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 pｒomisｅof a rｏom fｏr a gｕｅｓｔ–ｉfｎot in th ａtｈｏteｌ,thｅn a coｍmiｔｍent to ｆｉnｄa rｏｏm ｅlsewｈｅre.对客人保证客房的承诺ＡｄjoininｇRｏoms Two ｏr more rｏoms side bｙsｉde wｉthout a conne ｃtingdoorｂｅtween them. Iｎｏtｈｅr woｒｄs, roｏmｓcan beadjｏiｎｉｎg wiｔhｏut beinｇconｎectｉng.两间或两间以上并排的、之间没有房门直接联系的房间。
FO-SOP-Operator-34. Fire emergency
UPDATE:
May24, 2103
编号DEPARTMENT &CODE:
FO-SOP-Operator -34
有效对象
VALID FOR:
分发
DISTRIBUTION:
总经理,前厅部经理,
General Manager,Front Office Manager，
主题SUBJECT:
火警程序
After the fire accident handling over, Theoperatorshould inquire the fire accident reason, then fill out The Emergency situation records and confirm with Security shift leader
5.同时通知酒店义务消防队员迅速赶往控制中心着装。
Operatoralso send message to the volunteer firemen to proceed toCCTVto wear uniform.
6.火警火灾事故处理结束后：要向监控中心了解详细的火警火灾原因，并填写《总机消防情况记录表》准确做好记录，并与保安部主管确认。
Fire emergency
标准：
Standard:
总机接到火警报告时应做好记录并及时通知相关部门和人员
Theoperatorreceive fire alarm should complete Emergency situation record and notify relevant department and associates promptly.
If a real fire happened by confirmed, upon receivinginstruction,operatormust notify the Emergency Command Team members: GM, Deputy GM, Security manager, Chief engineering and MOD to proceed toCCTV.
酒店各部门英文缩写
总经理办公室:GM人力资源部:HR财务部:A/C餐饮部:F&B客房部:HSKP工程部:ENG保安部:SEC康乐部:ENT前厅部:FO销售部:S&M2\酒店专业英文及缩写2008-03-26 10:59平均房价指数ARI: Average Rate Index;CTP营业利润贡献:Contribution to Trading Profit;GOP总经营利润:Gross Operating Profit;RevPAR平均每间可卖房间的收入:Revenue Per Available Room ;RGI收入产生指数:Revenue Generation Index;GSTS宾客意见调查系统:Guest Satisfaction Tracking System;ESPS员工满意度调查:ESPS=Employee Satisfaction Pulse Survey ; TQM全面质量管理:TQM= Total Quality Management ;QES质量评估系统:QES= Quality Evaluation System ;PMS酒店经营管理系统: PMS= Property Management System ;SOP(标准经营程序): SOP= Standard Operating Procedures ;KNR重要公司协议价:KNR (Key Negotiated Rate);LNR"当地"公司协议价:LNR(Local Negotiated Rate);RFP合作协议申请:RFP= Request for Proposal ;FIT (散客):FIT=Fully Independent Traveler ;DND (请勿打扰):DN D= Do Not Disturb ;VIP (非常重要的人)：VIP= Very Important Person ;IBP(综合经营计划)：IBP= Integrated Business Plan；VCRO预订中心的预订系统：VCRO= Virtual Central Reservation Office\总经理办公室:GM人力资源部:HR财务部:A/C餐饮部:F&B客房部:HSKP工程部:ENG保安部:SEC康乐部:ENT前厅部:FO销售部:S&M2\酒店专业英文及缩写2008-03-26 10:59平均房价指数ARI: Average Rate Index;CTP营业利润贡献:Contribution to Trading Profit;GOP总经营利润:Gross Operating Profit;RevPAR平均每间可卖房间的收入:Revenue Per Available Room ; RGI收入产生指数:Revenue Generation Index;GSTS宾客意见调查系统:Guest Satisfaction Tracking System;ESPS员工满意度调查:ESPS=Employee Satisfaction Pulse Survey ; TQM全面质量管理:TQM= Total Quality Management ;QES质量评估系统:QES= Quality Evaluation System ;PMS酒店经营管理系统: PMS= Property Management System ;SOP(标准经营程序): SOP= Standard Operating Procedures ;KNR重要公司协议价:KNR (Key Negotiated Rate);LNR"当地"公司协议价:LNR(Local Negotiated Rate);RFP合作协议申请:RFP= Request for Proposal ;FIT (散客):FIT=Fully Independent Traveler ;DND (请勿打扰):DN D= Do Not Disturb ;VIP (非常重要的人)：VIP= Very Important Person ;IBP(综合经营计划)：IBP= Integrated Business Plan；VCRO预订中心的预订系统：VCRO= Virtual Central Reservation OfficeHotel Various departments 酒店各部门Receiving Department 收货部Engineering 工程部Chinese Restaurant 中餐厅HSKP楼层，客房Shift Leader – HSKP主管－楼层HSKP Order Taker 客房部文员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（住店时投诉可以找的人）FIN---FINANCE 财务部DOF---DIRECTOR OF FINANCE 财务总监DOM---DIRECTOR OF SALES&MARKETING 销售部总监FO---FRONT OFFICE 前厅部FOM---FRONT OFFICE MANAGER 前厅部经理FD---FRONT DESK 前台CONC---CONCIERGE 礼宾部BC---BUSINESS CENTER 商务中心(不同于B.C. ---BEFORE CHRIST)公元前CL---CLOUB LOUNGE 行政酒廊HC--HEALTH CLUB 健康中心TC---TICKET CENTER 票务中心F&B---FOOD&BEVERAGE 餐饮部ENG---ENGINEERING 工程部HK---HOUSEKEEPING 客房部HR---HUMAN RESOURCES 人力资源部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（住店时投诉可以找的人）FIN---FINANCE 财务部DOF---DIRECTOR OF FINANCE 财务总监DOM---DIRECTOR OF SALES&MARKETING 销售部总监FO---FRONT OFFICE 前厅部FOM---FRONT OFFICE MANAGER 前厅部经理FD---FRONT DESK 前台CONC---CONCIERGE 礼宾部BC---BUSINESS CENTER 商务中心(不同于B.C. ---BEFORECHRIST)公元前CL---CLOUB LOUNGE 行政酒廊HC--HEALTH CLUB 健康中心TC---TICKET CENTER 票务中心F&B---FOOD&BEVERAGE 餐饮部ENG---ENGINEERING 工程部HK---HOUSEKEEPING 客房部HR---HUMAN RESOURCES 人力资源部。
3-客房部常用词语SOP
Whiersly Hotel Changsha STANDARD OPERATION PROCEDURE 长沙三景韦尔斯利酒店标准操作程序DEPARTMENT 部门 Housekeeping管家部JOB TITLE职位PA Attendant公共区域清洁员TASK NO. 任务序号RM-HK-G003 TASK任务名称Abbreviations in HSKP管家部常用词汇EQUIPMENT REQUIRED: 所需设备:WHAT TO DO做什么HOW TO DO IT怎么做WHY为什么Abbreviations in HSKP 管家部常用词汇Procedures:VC -Vacant CleanOC - OccupiedCleanVD - VacantDirtyOD - OccupiedDirtyD/L - Double Locked DoorGRS - Guest Refused ServiceOS - Out Of ServiceD/O - Due OutC/I - Check InC/O - Check OutT/D - Turn DownVIP - Very Important PersonPR - Pre-Registered GuestASAP - As Soon As PossibleFO - Front OfficeF&B - Food and BeverageHSK - Housekeeping程序：VC -干净的空房OC -干净的有客房VD -脏的空房ccepted abbreviations used throughoutthe hotel that specifically refer to theHousekeeping Department. Should beknown by all Floor Housekeepingassociates.所有管家部员工在工作中对管家部的常用词汇可以熟练地运用。
什么是酒店前厅英语作文
什么是酒店前厅英语作文英文回答：Hotel Front Office.The hotel front office is the department that first greets guests and handles their check-in, check-out, and other requests. It is the nerve center of the hotel and plays a vital role in creating a positive guest experience.The front office staff typically includes the front desk agent, the reservation agent, the concierge, and the bellhop. The front desk agent is responsible for greeting guests, checking them in and out, and providing them with information about the hotel and its amenities. The reservation agent handles guests' reservations and makes sure that they have a room available when they arrive. The concierge provides guests with information about local attractions and can help them arrange tours and tickets. The bellhop helps guests with their luggage and can providethem with other services, such as valet parking.The front office is a busy and demanding department,but it is also a very rewarding one. The front office staff has the opportunity to make a positive impact on guests' stays and can help to create a memorable experience.中文回答：酒店前厅。
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。
酒店餐饮部sop的操作流程
酒店餐饮部sop的操作流程In the hotel industry, the standard operating procedures (SOP) for the food and beverage department are crucial for ensuring smooth operations and delivering exceptional service to guests. 在酒店业中，餐饮部的标准操作流程（SOP）对于确保运营顺利并为客人提供出色服务至关重要。
One of the key aspects of the food and beverage department's SOP is its focus on hygiene and food safety. 餐饮部SOP的关键方面之一是其专注于卫生和食品安全。
This includes guidelines on how to handle food, clean equipment, and maintain a clean working environment to prevent contamination and ensure the health and safety of both customers and staff. 这包括关于如何处理食物、清洁设备以及保持清洁工作环境以预防污染并确保顾客和员工的健康与安全的指导方针。
Another important aspect of the SOP for the food and beverage department is the standardization of service procedures. 餐饮部SOP 的另一个重要方面是服务程序的标准化。
This includes protocols for greeting guests, taking orders, serving food and beverages, handling customer complaints, and processing payments. 这包括迎接客人、接受订单、上菜和饮料、处理客户投诉以及处理付款的协议。
酒店前台-星级酒店前台接待Front_Desk_Sop
前台接待标准工作程序Task No. Description1Printing arrival reports and registration cards 23 Flight reconfirmation 打印来客报告和登记卡重复确认机票2Blocking rooms for arrivals 24 Safety deposit box房间预留保险箱服务3Monitoring room status 25 Loss of safe deposit box key 掌握房间状况保险箱的钥匙丢失的处理4Handling in-house amenities 26 Key authorization客人欢迎品安排程序钥匙的授权5Preparation for guest arrivals 27 Awaiting room handling 为客人到达做好准备等候房间6Greeting and welcoming guests 28 Billing instruction handling 问候并欢迎客人账目说明7Registering guest with confirmed reservation 29 Guest location为确认预订的客人登记客人方位8Registering a walk-in guest 30 Extension stay散客登记办理延住9Handling guest enquiries and introducing facilities 31 Cash deposit collection 处理客人查询并介绍店内设施收取现金押金10Updating of guest information 32 Travel agency voucher 使客人信息现代化旅行社入住券11 Room change procedure 33 Check-in with TA voucher调房程序持旅行社入住卷入住程序12 Group check in 34 How to handle guest complaint团队登记处理客人投诉13 Bucket check 35 Handling confidential /检查登记卡screen call request14 Handling of guest compliments 处理客人保密和筛选电话要求处理客人致意15 Handling expected check out处理预计离店客人16 Handling wake-up calls requests处理叫醒电话的要求17 Handling message处理留言18Handling late check-out request处理延迟退房的要求19Lost & Found procedure失物招领程序20Maintaining Communication Log Book使用交班本21Taking reservation办理预定22Generating report打印报表TRADERS FUDU HOTEL, CHANGZHOU STANDARD OPERATION PROCEDURE常州富都商贸饭店标准工作程序TRADERS FUDU HOTEL,CHANGZHOU STANDARD OPERATION PROCEDURE常州富都商贸饭店标准工作程序TRADERS FUDU HOTEL, CHANGZHOU STANDARD OPERATION PROCEDURE常州富都商贸饭店标准工作程序TRADERS FUDU HOTEL, CHANGZHOU STANDARD OPERATION PROCEDURE常州富都商贸饭店标准工作程序TRADERS FUDU HOTEL, CHANGZHOU STANDARD OPERATION PROCEDURE常州富都商贸饭店标准工作程序TRADERS FUDU HOTEL, CHANGZHOU STANDARD OPERATION PROCEDURE常州富都商贸饭店标准工作程序STANDARD OPERATION PROCEDURE常州富都商贸饭店标准工作程序STANDARD OPERATION PROCEDURE常州富都商贸饭店标准工作程序STANDARD OPERATION PROCEDURE常州富都商贸饭店标准工作程序STANDARD OPERATION PROCEDURE常州富都商贸饭店标准工作程序STANDARD OPERATION PROCEDURE常州富都商贸饭店标准工作程序STANDARD OPERATION PROCEDURE常州富都商贸饭店标准工作程序TRADERS FUDU HOTEL, CHANGZHOU STANDARD OPERATION PROCEDURE常州富都商贸饭店标准工作程序TRADERS FUDU HOTEL, CHANGZHOU STANDARD OPERATION PROCEDURE常州富都商贸饭店标准工作程序TRADERS FUDU HOTEL, CHANGZHOU STANDARD OPERATION PROCEDURE常州富都商贸饭店标准工作程序TRADERS FUDU HOTEL, CHANGZHOU STANDARD OPERATION PROCEDURE常州富都商贸饭店标准工作程序STANDARD OPERATION PROCEDURE常州富都商贸饭店标准工作程序STANDARD OPERATION PROCEDURE常州富都商贸饭店标准工作程序TRADERS FUDU HOTEL, CHANGZHOU STANDARD OPERATION PROCEDURE常州富都商贸饭店标准工作程序TRADERS FUDU HOTEL, CHANGZHOU STANDARD OPERATION PROCEDURE常州富都商贸饭店标准工作程序TRADERS FUDU HOTEL, CHANGZHOU STANDARD OPERATION PROCEDURE常州富都商贸饭店标准工作程序TRADERS FUDU HOTEL, CHANGZHOU STANDARD OPERATION PROCEDURE常州富都商贸饭店标准工作程序STANDARD OPERATION PROCEDURE常州富都商贸饭店标准工作程序TRADERS FUDU HOTEL, CHANGZHOU STANDARD OPERATION PROCEDURE常州富都商贸饭店标准工作程序TRADERS FUDU HOTEL, CHANGZHOU STANDARD OPERATION PROCEDURE常州富都商贸饭店标准工作程序STANDARD OPERATION PROCEDURE常州富都商贸饭店标准工作程序STANDARD OPERATION PROCEDURE常州富都商贸饭店标准工作程序STANDARD OPERATION PROCEDURE常州富都商贸饭店标准工作程序TRADERS FUDU HOTEL, CHANGZHOU STANDARD OPERATION PROCEDURE常州富都商贸饭店标准工作程序STANDARD OPERATION PROCEDURE常州富都商贸饭店标准工作程序STANDARD OPERATION PROCEDURE常州富都商贸饭店标准工作程序STANDARD OPERATION PROCEDURE常州富都商贸饭店标准工作程序STANDARD OPERATION PROCEDURE常州富都商贸饭店标准工作程序TRADERS FUDU HOTEL, CHANGZHOU STANDARD OPERATION PROCEDURE常州富都商贸饭店标准工作程序TRADERS FUDU HOTEL, CHANGZHOU STANDARD OPERATION PROCEDURE常州富都商贸饭店标准工作程序TRADERS FUDU HOTEL, CHANGZHOU STANDARD OPERATION PROCEDURE常州富都商贸饭店标准工作程序TRADERS FUDU HOTEL, CHANGZHOU STANDARD OPERATION PROCEDURE常州富都商贸饭店标准工作程序TRADERS FUDU HOTEL, CHANGZHOU STANDARD OPERATION PROCEDURE常州富都商贸饭店标准工作程序STANDARD OPERATION PROCEDURE常州富都商贸饭店标准工作程序TRADERS FUDU HOTEL, CHANGZHOU STANDARD OPERATION PROCEDURE常州富都商贸饭店标准工作程序TRADERS FUDU HOTEL, CHANGZHOU STANDARD OPERATION PROCEDURE常州富都商贸饭店标准工作程序TRADERS FUDU HOTEL, CHANGZHOU STANDARD OPERATION PROCEDURE常州富都商贸饭店标准工作程序STANDARD OPERATION PROCEDURE常州富都商贸饭店标准工作程序TRADERS FUDU HOTEL, CHANGZHOU STANDARD OPERATION PROCEDURE常州富都商贸饭店标准工作程序TRADERS FUDU HOTEL, CHANGZHOU STANDARD OPERATION PROCEDURE常州富都商贸饭店标准工作程序。
酒店前台-五星级酒店前台SOP-07
【实用】酒店管理制度文件附赠酒店管理的八大要点酒店管理无小事，酒店管理的任一个方面都可能至关重要，酒店管理的每一个细节都可能关乎成败。
归纳起来，酒店管理离不开以下八件事：酒店质量管理酒店取得成功的关键是什么?是能持续提供符合客户要求，能得到客户满意和信赖的高质量产品和服务。
质量管理是酒店管理最基本的要素，最基本思路就是通过酒店店运行中的每一个过程进行调查、分析，从而确定质量管理的总体状况。
酒店能源管理加强能源管理是酒店规划建设以及运营阶段的一个永恒的话题。
作为酒店的管理人员应该注重酒店的建筑节能，设备节能，人员节能，合理处理好能源的分配和使用。
总之，能源管理的目标是使酒店在整个寿命周期的能源消耗及配套改造工程费用降到最低。
酒店客户管理酒店通过提供产品和服务实现经营效益。
客户作为产品和服务的接受者，对于酒店至关重要。
拥有客户的酒店才拥有生存和发展的基础，而拥有稳定客户的酒店才具有进行市场竞争的宝贵资源。
客户管理的实质是通过调查分析，进行客户开发、客户服务、客户促销、客户维护并促进客户价值的提升。
技术研发管理酒店是劳动密集型产业，技术门槛很低，如果其他行业具有实力的企业看重这块市场并投入竞争的话，短期内很快能研发出在技术、质量和成本方面超过基准经营水平的酒店，很快成为强有力的竞争对手，新酒店的成长速度往往是惊人的。
如果酒店经营者不能利用暂时形成的技术和经验优势，抓住机遇不断研发出新产品，不断改进产品性能，改进技术研发管理能力，对酒店而言往往是致命的。
服务现场管理一个酒店的服务质量对于酒店的利益多少有着十分大的联系。
客户的满意程度也大多由此决定。
服务质量形成于过程之中，对服务质量的控制，需要加强事先的过程设计，解决好影响过程的人、设施、材料、方法、环境等方面的问题。
以一个好的服务体系去面对客户。
酒店目标管理目标管理是现代企业管理最集中的体现，企业在近期要达到一个什么样的目标，通过制定详细计划来体现管理者的'意志，以及达标进取的目的。
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SOP –Do’s and Don’ts in Front Office
SOP Number: FO-03 ( SOP serial number and department code ) Department: Front Office – General
Date Issued: DATE THE DOCUMENT WAS CREATED
Time to Train: 30 Minutes
1) Establish Eye contact while speaking to guest.
2) Greet everybody you meet and see, with a smile.
3) Address guests and team mates by name at all possible opportunity.
4) When guest ask for direction always guide the way.
5) Never tell a guest that you are tired, working long hours or want go home.
6) Maintain your work area -keep it clean.
7) Pick up any debris.
8) Do a follow up on anything you do for a guest by contacting them personally.
9) Listen to guest complaints / requests carefully if required pen down the details but never contradict or interrupt.
10) Never discriminate against any people, regardless of nationality, race, religion, color, sex or appearance, Give equal treatment for all.
11) Do NOT insult the guest.
12) Do NOT make promises that exceed your authority.
13) Don't Argue with the guest.
14) Always stay calm.
15) Avoid responding with hostility and defensiveness.
16) Don't promise the impossible, instead offer alternate choice.
17) Do report incidents on Log book or to superiors this will help to do any service recovery if needed.
Training Summary questions:
Q1. Why it is required to address guest and team mates by name?
Q2. What will you do if you find debris on the lobby?
Q3. What will you do when a guest complaints?
Q4. Should we treat guest according to their nationality / race?
Q5. Why it is required to report incidents on log book?。