国际酒店前厅礼宾部行李服务International Hotel Front office Bell SFO045-传出传真Outgoing Fax.doc

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1、国际酒店前厅礼宾部行李服务International Hotel Front office Bell Service SOP-礼宾部Bell Service国际酒店礼宾部标准程序手册International Hotel Concierge Standard Manual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

2、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。STANDARD OPERATION PROCEDURE 标准操作程序Policy No.文件编号: FO045Department: Front OfficeSection: Business CenterPrepared by 编制人:Signature 签名: Issued by 签发人:Signature签名:GM approval总经理批准:Signature签名:Effective Date 生效日期: Supersedes 替代:Distribut

3、ion 分发: SOP Outgoing Fax 发传真PurposeHandle guest fax sending when request处理客人传真发送需求PROCEDURE1. When receiving outgoing fax from guest make sure that guest have written the following list- His room number and name- Country code, area coke and fax number. Otherwise ask!2. Indicate to guest price list:

4、also check if all pages (in case if more than 1 page) are to be sent to one destination or different places and check fax numbers of the destinations are clear.3. Time stamp the fax and go to the Fidelio computer to check if the name and room number given is correct, plus his check out date, if he i

5、s checking out on that same day, make sure you call Front Office Cashier and inform them of the impending fax charges.4. If guest has checked out already, inform guest to pay cash or to sign a card imprint for their charges, prior to sending the fax out.5. Ask if the guest would like to collect the

6、fax at Business Center or at Concierge, and remember to return the document accordingly.6. Prepare the fax for transmission. If you have difficulty in getting through after 2 or3 attempts then call the guest and explain the situation and if he has an alternative fax number. If guest is not in, then

7、leave a message printed. Meanwhile keep trying.7. In case of transmission being cut-off after 3 times, inform the guest immediately. There will be no charge for unsuccessful transmission. Return the fax attached with he activity report indicating the attempts that have been made.8. Successful transm

8、ission is indicated on the activity report. Check that the number of faxes sent corresponds with the number indicated on the activity report.9. Staple the activity report to the fax copy. Open business center charges and makes the necessary charges and records in the outgoing fax control sheet.10. I

9、f guest will pick up the documents at concierge, return the documents to the guest in an envelope as soon as possible best within 15 minutes of transmission.11. Ask concierge to initial the control sheet as receipt of the document for delivery to the guest.12. Treat all guest documents as confidential matters.-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