大厦酒店前台接待实务模板.doc

STANDARD OPERATION PROCEDURES标准工作程序RECEPTIONIST前台接待FRONT DESKSTANDARD OPERATION PROCEDURETask No. Description FD01Awaiting room handling 等候房间FD02Billing instruction handling 账目说明FD03Blocking rooms for arrivals 房间预留FD04Bucket check 检验登记卡FD05Cash deposit collection 收取现金押金FD06Check-in with TA voucher 持旅行社入住卷入住程序FD07Extension stay 处理延住FD08Flight reconfirmation 反复确定机票FD09Generating report 总汇报FD10Greeting and welcoming guests 问候并欢迎客人FD11Group check in 团体登记FD12Guest 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 处理估计离店客人FD15 Handling guest enquiries and introducing facilities 处理客人查询并介绍店内设施FD16Handling in-house amenities 处理客人欢迎品FD17Handling late check-out request 处理延迟退房要求FD18Handling message 处理留言FD19Handling of complaints 处理投诉FD20Handling of guest compliments 处理客人致意FD21Handling wake-up calls requests 处理叫醒电话要求FD22Key authorization 钥匙授权FD23Lost & Found procedure 失物招领程序FD24Loss of safe deposit box key 保险箱钥匙丢失处理FD25Maintaining Communication Log Book 使用交班本FD26Preparation for guest arrivals 为客人抵达做好准备FD27Printing arrival reports and registration cards 打印来客汇报和登记卡FD28Registering a walk-in guest 散客登记FD29Registering guest with confirmed reservation 为确定预订房间客人登记FD30Room change procedure 调房程序FD31Safety deposit box 保险箱服务FD32Taking reservation 办理预定FD33Travel agency voucher 旅行社入住卷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 (1 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工作目标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 请房态控制员确定洁净房间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.假如当初没有洁净空房，首先在系统中找空房脏房，立即通知客房部打扫。Invite guest for welcome drink by saying: Mr. Mrs. XX, the room we blocked to you is under cleaning, and Housekeeping has been informed for rushing 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无偿饮料等候，并通知打扫房间大约需要时间，房间打扫好后立即通知客人。Let guest have time idea. Show our sincerity to serve guest.Courtesy compensation for guest waiting. Let guest feel our humility.让客人感受到我们真诚服务。PREPARED BY : MICHAEL ZHENG起草人 APPROVED BY : MR RAY ZHOU同意人 POSITION: FOM职位：SIGNATURE/DATE签字/日期:POSITION: FOM职位：SIGNATURE/DATE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工作目标Check and call room controller随时和房态员确定房间情况Check in system系统登记Keep monitoring the room status in the computer.在系统中随时检验房态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: Mr./Mrs. XX, I am sorry to have kept you waiting. Now the room is ready, the room number is XX. Thank you for your understanding.”Apologize for the waiting and introduce the GSA-Concierge to escort the guest to the room.Check in the room in the system immediately.房间一打扫好后，立即把钥匙送给客人，并对客人等候表示歉意。行李立即送到客人房间，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房态Efficiency service action will let guest feel our sincerity and humility.提供快捷服务。Roomconnect with the telephone line. Anticipate guest request.系统登记房间使电话线立即接通PREPARED BY : MICHAEL ZHENG起草人 APPROVED BY : MR RAY ZHOU同意人 POSITION: FOM职位：SIGNATURE/DATE签字/日期:POSITION: FOM职位：SIGNATURE/DATE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工作目标Clarify the billing instruction确定付账说明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 in different rooms.付账说明能够下：A客人给B客人付账。两个客人在不一样房间。Modify A&B 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费用。Tick on the registration card under: Bill instruction” YES. Note the guest his/her signature is approved to pay guest B s bill. Help the guest A to fill up the following items at the back of the registration.* Guest A tick on “YES” under bill authorization.* Guest B s name and room number* Payment instruction帮助客人填全付款说明书Different handling ways to different billing instruction. Make sure precise service.依据不一样付账说明采取不一样服务。Deposit policy should be applied.Care about hotel benefit.应用押金收取政策。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同意人 POSITION: FOM职位：SIGNATURE/DATE签字/日期:POSITION: FOM职位：SIGNATURE/DATE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 ( 2 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工作目标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.假如付信用卡做押金，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 B.Politely invited guest A to sign payment authorization form on the Guest Business Card and leave contact telephone No.店外A客人为住店B客人付现金押金。收取足够现金，请A客人在B客人登记卡上签付款授权书，并留下联络电话。Non-registered guest A pays for in-house guest B by credit card.Take the imprint of Guest A s credit card with one blank credit card voucher.Politely invite guest A to sign on the credit card voucher and payment authorization on guest B s registration card.Deposit policy should be applied.Care about hotel benefit.应用押金收取政策。保障酒店利益。PREPARED BY : MICHAEL ZHENG起草人 APPROVED BY : MR RAY ZHOU同意人 POSITION: FOM职位：SIGNATURE/DATE签字/日期:POSITION: FOM职位：SIGNATURE/DATE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工作目标Make remarks备注店外A客人为住店B客人付信用卡作为押金。印空白信用卡单，请A客人在空白信用卡单上签字，在B客人登记卡上签付款授权书，并留下联络电话。随立即客人签过字空白信用卡签购单保留在值班经理保险箱，并在系统中做备注提醒职员。Write down the notice on the registration card and key in the notice in the system like, P/B outside Mr. A VISA#4500XXXX, voucher in DM Safe #123”在登记卡上填全付款说明并依据情况写明备注，并在系统中做对应注明。To alert other GSA.Keep consistent service is one point of Xxx Hotel Hospitality.提醒职员注意。PREPARED BY : MICHAEL ZHENG起草人 APPROVED BY : MR RAY ZHOU同意人 POSITION: FOM职位：SIGNATURE/DATE签字/日期:POSITION: FOM职位：SIGNATURE/DATE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 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 DO操作明细WHY工作目标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，以寻求所需房间类型。Block only vacant clean room for early arrivals.为早到客人预留洁净空房间。Inform relevant departments for the various amenities requested. For example, flowers and fruits basket.通知相关部门提供所需多种欢迎品。比如,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 以提请职员注意。As far as possible, block vacant clean rooms one day before.尽可能提早一天预留洁净空房。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客人享受预留房间优先权，方便满足其具体需求并为其预留最好房间。We will ensure our procedures are customer friendly and easy for the customer and staff.我们要确保我们服务程序有益于客人并方便职员。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需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 early.确保当客人较早抵达时能够立即登记入住。PREPARED BY : MICHAEL ZHENG起草人 APPROVED BY : MR JAME XI同意人 POSITION: FOM职位：SIGNATURE/DATE签字/日期:POSITON: GM职位SIGNATURE/DATE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 DO工作程序HOW TO DO操作明细WHY工作目标Block rooms with no arrival times.为未知抵达时间客人预留房间。Block rooms with other (know) arrival times.为其它已知抵达时间客人预留房间。If vacant dirty rooms are blocked, inform housekeeping immediately providing them with the expected time of arrivals.如预留空房未清洁，立即通知客房部，以使她们在客人抵达估计时间内做好准备。Block vacant clean rooms first for on day arrival.先在当日预留洁净空房。If not available, block vacant dirty rooms and inform housekeeping immediately, providing them with the expected time of arrivals.假如没有洁净空房，则预留未清洁空房并立即通知客房部，以使她们在客人抵达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，记载客人抵达估计时间Inform housekeeping about each room blocked and the expected arrival times.通知客房部相关每一间已预留房间和客人抵达估计时间。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，以确保为登记客人预先准备好房间。Guest may check n at any time.客人能够随时登记住房。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，以确保为登记客人预先准备好房间。So that vacant clean rooms may be available for any walk-ins.方便使任何走进来客人全部有可用洁净空房间。In order for housekeeping to schedule the maids to clean the rooms according to the arrival times.方便客房部依据抵达时间安排服务员打扫房间。PREPARED BY : MICHAEL ZHENG起草人 APPROVED BY : MR RAY ZHOU同意人 POSITION: FOM职位：SIGNATURE/DATE签字/日期:POSITON: GM职位SIGNATURE/DATE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 3 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 DO操作明细WHY工作目标Block back to back rooms.预留还未退房房间。Block rooms for elderly guests or disabled guest.为年老客人或残疾客人预留房间。Block rooms for single female executives.为单身女商人预留房间。Do so only s a last resort. Use this method for very late arrival; But allow sufficient time for housekeeping to clean the rooms, taking into consideration the time for them to end their shift只有在别无选择时才如此，用于尤其推迟抵达客人，给和客房部充足时间以打扫房间，充足考虑到她们完成工作时间。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，不然预留无连通门房间。Current guest in the room may extend stay or have an unexpected delayed check out.现在住在客房内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.能够方便客人在紧急事件中轻易进出安全出口。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房间被视为非安全原因。也已预防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机会为客人提供超前服务。PREPARED BY : MICHAEL ZHENG起草人 APPROVED