国际酒店前厅操作手册-SOP Rec 39 准备团体结账Prepare for group check out.doc

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1、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

2、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: 39TASK任务: Prepare for group check out (Page 1 of 2)EQUIPMENT REQUIRED: Fidelio work station/Bill folio/Long staying contractWHAT TO DO要做什么HOW TO DO如何去做 ITWHY为什么 Read through group corres

3、pondence. Check wake up call time. Print out master bill folio to check.Prepare all guest checksInform relevant departments regarding any group arrangement change.Every day, check group correspondence, which checks out on next day. Carefully read group correspondence. Check number of rooms, room rat

4、e, and number of complimentary rooms, meal type, Pax of meal, price of meal, payment method, and routing instruction.Supervisor or shift leader should check group wake up call time and scheduled check out time to see if there are early check out groups, if necessary, arrange enough receptionist to b

5、e on duty at morning shift. Print out master bill folio in detail and check it carefully according to contract. Check if all checks of guest bill are in bucket. If some missing, contact Financial department to get copy from Financial department.If have any group arrangement change, a amendment group

6、 inform form should be submitted immediately to all relevant department for updating information.e.g. Inform housekeeping for check out time change, inform telephone operator for wake up call time change, inform restaurants for meal arrangement and time change, inform concierge for luggage down time

7、 change.Get detail of guest information to be ready for providing precise service to guest. Prepare enough manpower to guarantee efficiency, precise and excellent service.Find out mistake if have in advance of guest check out so as to avoid guest waiting and feeling upset, carefully work can assist

8、us to provide excellent service. Ready for guest double check, anticipating guest request, providing our excellent service to let guest feel satisfied.Keep updated group information to relevant department; use our teamwork of Sofitel spirit to provide excellent service to guest.PREPARED BY: APPROVED

9、 BYDESIGNATIONFront Office ManagerSIGNATURE/DATE 签名/日期DESIGNATIONSIGNATURE/DATE 签名/日期DEPARTMENT部门: Front Office前厅部 JOB TITLE职务: Receptionist前台接待TASK NO任务编号: 39TASK任务: Prepare for group check out (Page 2 of 2)EQUIPMENT REQUIRED: Fidelio work station/Bill folio/Long staying contractWHAT TO DO要做什么HOW T

10、O DO如何去做 ITWHY为什么 File group correspondence. File all group correspondence together in one bucket “Today check out group”.All in house group which check out date is the day after next day should be filed in one bucket” In house group” by check out date. Keep all materials well to be ready to serve guest at first time and every time with our excellent service. PREPARED BY: APPROVED BYDESIGNATIONFront 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