国际酒店前厅操作手册-SOP Rec 06 处理内部设施handling in house amenity.doc

Standard Operation Procedures / Front Desk 前厅部标准操作程序/前台前厅部Front Office前台服务程序LOCAL STANDARD OPERATING PROCEDURES国际酒店管理资料手册International Hotel Management Information Manual前台是展示酒店的形象、服务的起点。对于宾客来说，酒店大堂前台是接触我们酒店的第一步，是对酒店的第一印象，是非常重要的。 制定前厅部标准运作程序手册的目的制订本手册是为了说明酒店管理前厅部标准运作的政策和程序，确保前厅部运营及管理工作的一贯性。向前厅部工作人员提供日常工作及培训的指导。使前厅部员工了解前厅的作用，了解前厅运作及管理的政策和程序。DEPARTMENT部门: Front Office前厅部JOB TITLE职务: Receptionist前台接待TASK NO任务编号: 06TASK任务: Handling In -House AmenityEQUIPMENT REQUIRED: Fidelio workstationWHAT TO DO要做什么HOW TO DO如何去做WHY为什么Analyze the arrival report and guest amenity summery report generated by Fidelio.Check guest history (remarks in guest profile) for any special needs.Raise the amenities requisition form for same day booking.Ensure that the requested amenities have been placed in the room prior to guests arrival.To meet guests any additional requirement.Go through each reservation and double-check the special requests or amenities.View the remarks in the guest profile to look for any special needs or requests during the guests previous stay.For the same day booking, fill in the details such as name, date, day of arrival, expected time of arrival, requests, any room number which has been blocked. Hand the guest amenity summery report to room service and kitchen, if there is prior reservation.Telephone the “Room Service” to ensure that all amenities requested have been sent to the room prior to guests arrival.Telephone the “Room Service” relevant department regarding some special set up amenity.To ensure that all requests are attended to and that nothing is missed. Care about guest every request detail.To Provide efficient service for the guest as well as to ensure those mistakes are not repeated. When guests come back, let the guests feel the Home away from Home, and show our sincerity to guest.Complete details are important, as it will help the respective departments to prepare for the special request. Provide our precise service.To guarantee our consistent in all services.Meet guest request to delight guest.We will make customer delight a key drive of our business.PREPARED BY: APPROVED BY: DESIGNATIONFront Office ManagerSIGNATURE/DATE 签名/日期DESIGNATIONSIGNATURE/DATE 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、SOP酒店管理之家