酒店前厅前台接待服务手册 GSA-005 Check In Room not ready 为客人办理入住时房间未准备好.doc

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1、前厅前台接待服务手册国际酒店前厅部服务程序Front Office 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。 Resor

2、t Changbaishan Changbaishan SuitesHOTEL度假酒店HOTEL套房假日酒店Policy Number 序号:GSA/P&P-D005Effective Date 实施日期 :Policy & ProcedureFront Desk制度和程序Supercedes No. 废止号 :Prepared By 制定人 :Front Office Mgr.前厅部经理Check in Room not Ready为客人办理入住时房间未准备好Approved By 批准人: General Manager总经理Distribute to分发:Front DeskPage 3

3、 of 2Objective 目标:Always provide vacant clean room to our guests upon guest check in.当客人办理入住时永远为客人准备干净的空房间。Procedures 程序: 1. Complete all check-in details.完成所有的入住细节2. Inform guest that a room has been allocated for them but is not yet ready.告诉客人房间已经为客人分配好了，但是还没有准备好。3. Call housekeeping to rush the r

4、oom in a reasonable time frame and advise the guest.通知客房部尽快为客人打扫房间同事劝慰客人。4. Inform the guest that the Concierge will take care of their luggage. They may use all the hotel facilities while they wait for their room to be ready.告诉客人礼宾员将照看他们的行李。在客人等待房间的时候他们可以使用酒店所有设施。5. Inform Loyalty Manager to offer

5、the guest a welcome drink in lobby lounge while they wait for the room.通知大堂酒吧为客人准备一份欢迎茶在他们等待房间的时候。6. Update the folio and place registration card in “Waiting for Rooms Bucket” in time order. Attach a note to the registration card detailing:同时输入资料并把登记单存放到等候房间的档案里在登记单上记录详细信息- the time of the guests ar

6、rival-客人到达时间- the time of the guest has been told the room will be ready by-告诉客人房间准备好的时间7. Check with the housekeeping floor supervisor about the room status 10 minutes before the promising time to make sure the room is ready on time.在临近告诉客人房间何时准备好的前10分钟与客房楼层主管联系确认房间是否准备好，确保房间在准确的时间准备好。8. When the r

7、oom is ready check it into the computer system and prepare the room key.当房间准备好了在电脑中办理入住并准备房间钥匙。9. Notify the guest about the room readiness and arrange Lobby Receptionist or bellman to escort the guest to the room.告知客人房间准备就绪并通知行李员护送客人到房间。10. Apologize for keep the guest waiting and wish him/her a ni

8、ce day.向客人道歉让她/他就等并祝客人入住愉快。11. Never give guest room key to a guest if the room is not vacant / clean.如果房间没有准备好不要把房间钥匙交给客人。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附件：酒店各部门组织架构总经理办公室:GM 人力资源部:HR 财务部:FN 销售部:S&M餐饮部:F&B 前厅部:FO客房部:HSKP 工程部:ENG 保安部:SEC 康乐部:ENT 市场传讯部MC酒店各职位英文缩写Board Chairman

9、(Director) 董事长GM-GENERAL MANAGER 总经理 DGM-DUTY GENERAL MANAGER 副总 DOR-DIRECTOR OF ROOMS 客务部总监 AM-ASSISTANT MANAGER 大堂经理 FO-FRONT OFFICE 前厅部DOM-DIRECTOR OF SALES&MARKETING 销售部总监 FOM-FRONT OFFICE MANAGER 前厅部经理 F&B-FOOD&BEVERAGE 餐饮部 CON-CONCIERGE 礼宾部 BC-BUSINESS CENTER 商务中心 ENG-ENGINEERING 工程部 HR-HUMAN RESOURCES 人力资源部FN-FINANCIAL DEPARTMENT 财务部 FC-FINANCIAL CONTROLLER财务总监 A.T.K Administrative total kitchen行政总厨 Revenue Manager收益管理经理 RECP-RECEPTION 接待处 HSKP-HOUSEKEEPING DEPARTMENT客房中心酒店管理之家