国际酒店前厅礼宾部行李服务International Hotel Front office Bell SFO039-电子邮件服务E-mail Service.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: FO039 Department: Front OfficeSection: Business Center Prepared by 编制人:Signature 签名: Issued by 签发人:Signature:GM approval总经理批准:Signature:Effective Date 生效日期: Supersedes 替代:Distributio

3、n 分发: SOPE-mail ServicePurposeHelp hotel guest with the net work access and be assist when necessaryPROCEDURE1. Obtain from the guest: Guest name and room number.2. Arrange with telephone operator to confirm the charge (do not forget to asked of the operator).3. The socket for E-mail will be provide

4、d the machine room, and assist guest to plug in his computer to the socket.4. Upon completion, call the operator to find out the total charge.5. Prepare the bill for telephone charges to be sign by guest.6. If not charge to room account, ask for cash payment from guest and turn it to cashier at the end of your shift, or else credit card payment is also acceptable.7. In case of guest make his outgoing fax through the calling card, we have to inform the telephone operator to advise the charges.-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