青和锦江前台接待中英文标准操作流程SOP.docx

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1、STANDARDOPERATIONPROCEDURES标准工作程序RECEPTIONIST前台接待FRONTDESKSTANDARDOPERATIONPROCEDURETaskNo.DescriptionFDO1Awaitingroomhand1ing等候房间FD02Bi11inginstructionhand1ing账目说明FD03B1ockingroomsforarriva1s房间预留FD04Bucketcheck检查登记卡FD()5Cashdepositco11ection收取现金押金FD06Check-inwithTAvoucher持旅行社入住卷入住程序FD()7Extensionst

2、ay处理延住FD08F1ightreconfirmation重复确认机票FD09Generatingreport总报告FD1OGreetingandwe1comingguests问候并欢迎客人FD11Groupcheckin团队登记FD12Guest1ocation客人方位FD13Hand1ingconfidentia1/screenca11request处理客人保密和筛选电话要求FD14Hand1ingexpectedcheckout处理预计离店客人FD15Hand1ingguestenquiriesandintroducingfaci1ities处理客人查询并介绍店内设施FD16Hand1

3、ingin-houseamenities处理客人欢迎品FD17Hand1ing1atecheck-outrequest处理延迟退房的要求FD18Hand1ingmessage处理留言FD19Hand1ingofcomp1aints处理投诉FD20Hand1ingofguestcomp1iments处理客人致意FD21Hand1ingwake-upca11srequests处理叫醒电话的要求FD22Keyauthorization钥匙的授权FD231ost&Foundprocedure失物招领程序FD241ossofsafedepositboxkey保险箱的钥匙丢失的处理FD25Maintain

4、ingCommunication1ogBook使用交班本FD26Preparationforguestarriva1s为客人到达做好准备FD27Printingarriva1reportsandregistrationcards打印来客报告和登记卡FD28Registeringawa1k-inguest散客登记FD29Registeringguestwithconfirmedresen,ation为确定的预订房间的客人登记FD30Roomchangeprocedure调房程序FD31Safetydepositbox保险箱服务FD32Takingreservation办理预定FD33Trave1

5、agencyvoucher旅行社入住卷DEPARTMENT:FrontDesk部门:前厅部JOBTIT1E:GuestServiceAssociate职称前台职员TASKNO:FDO1号码：TASK:Awaitingroomhand1ing工作职责：等候房间(1of2)EQUIPMENTREQUIRED:Op所需设备：XferaWorkstationE台VVHATTODO工作程序HOWTODO操作明细WHY工作目的Registerfortheguest.为客人登记Searchforvacantdirtyroom.在系统中找空房Askroomcontro11erforroomc1eaning请房

6、态控制员确认干净房间Makeregistrationfortheguestaccordingtotheregistrationprocedure.为客人登记Ifvacantc1eanrmisnotavai1ab1eimmediate1y,searchforvacantdirtyroomatfirstandca11theHousekeeping(orushrooms.Enoughtimeforc1eaningroom.如果当时没有干净空房，首先在系统中找空房脏房，马上通知客房部打扫。Inviteguestforwe1comedrinkbysaying:Mr.Mrs.XX,theroomWeb1o

7、ckedtoyouisunderc1eaning,andHousekeepinghasbeeninformedforrushingroomanditmaytakeabout30minutes.MayIinviteyoutohaveacomp1imentarydrinkinour1obby1oungeandIwi111etyouknowassoonastheroomisavai1ab1e.”邀请客人在大堂酒廊喝一杯免费饮料等候，并告知打扫房间大约需要的时间，房间打扫好后马上通知客人。1etguesthavetimeidea.Showoursinceritytoserveguest.Courtes

8、ycompensationforguestwaiting.1etguestfee1ourhumi1ity.让客人感受到我们真诚的服务。PREPAREDBY:MICHAE1ZHENG起草人APPROVEDBY:MRRAYZHOU批准人POSITION:FOM职位：SIGNATURE/DATE签字/日期：POSITION:FOM职位：SIGNATURE/DATE签字/日期：DEPARTMENT:FrontDesk部门：前厅部JOBTIT1E:GuestServiceAssociate职称：前台职员TASKNO:FDO1号码：TASK:Awaitingroomhand1ing工作职责：等候房间(2o

9、f2)EQUIPMENTREQUIRED:OperaWorkstation所需设备XtE台WHATTODO工作程序HOVVTODO操作明细WHY工作目的Checkandca11roomcontro11er随时与房态员确认房间状况Checkinsystem系统登记Keepmonitoringtheroomstatusinthecomputer.在系统中随时检查房态Assoonastheroomstatusischanged(othevacantc1ean,sendtheroomkeyandwe1comebook1ettotheguestpersona11y.Bysaying:Mr./Mrs.XX

10、,Iamsorrytohavekeptyouwaiting.Nowtheroomisready,theroomnumberisXX.Thankyouforyourunderstanding.,Apo1ogizeforthewaitingandintroducetheGSA-Conciergetoescorttheguesttotheroom.Checkintheroominthesystemimmediate1y.房间一打扫好后，马上把钥匙送给客人，并对客人的等候表示歉行李马上送到客人房间，并在系统中登记入住房间。Getupdatedroomstatusatfirsttime.在第一时间得到更

11、新的房态Efficiencyserviceactionwi111etguestfee1oursincerityandhumi1ity.提供快捷的服务。Roomconnectwiththete1ephone1ine.Anticipateguestrequest.系统登记房间使电话线马上接通PREPAREDBY:MICHAE1ZHENG起草人APPROVEDBY:MRRAYZHOU批准人POSITION:FOM职位：SIGNATURE/DATE签字/日期：POSITION:FOM职位：Signaturezdate签字/日期：DEPARTMENT:FrontDesk部门：前厅部JOBTIT1E:Gu

12、estServiceAssociate职称：前台职员TASKNO:FD02号码：TASK:Bi11inginstructionhand1ing工作职责：账目说明（Iof3）EQUIPMENTREQUIRED:Op所需设备：XteraWorkstation、台WHATTODO工作程序HOVVTODO操作明细WHY工作目的C1arifythebi11inginstruction确认付账说明Co11ectdepositorimprintcreditcard.收取押金Bi11inginstructioncanbec1arifiedasfo11owing:GuestApaysforguestBbycas

13、horcreditcard.Bothguestsareindifferentrooms.付账说明可如下：A客人给B客人付账。两个客人在不同房间。ModifyA&Bguestremarksaccording1yiftheyge1roomchangeorear1ydepartureA或B客人如有提前离房或换房，需随时更新其备注Sufficientdepositshou1dbeco11ectedortaketheimprintofcreditcardvoucherandgetenoughapprova1amountforcreditcardpaymentwhichshou1dcoverthetwor

14、oomsestimatedconsumption.收取足够押金以确保足够两个房间住店期间所发生的费用。Tickontheregistrationcardunder:Bi11instruction*YES.Notetheguesthis/hersignatureisapprovedtopayguestBSbi11.He1ptheguestAtofi11upthefo11owingitemsatthebackoftheregistration.*GuestAtickonYES”underbi11authorization.* GuestBtsnameandroomnumber* Paymentin

15、struction帮助客人填全付款说明书Differenthand1ingwaystodifferentbi11inginstruction.Makesurepreciseservice.根据不同付账说明采取不同的服务。Depositpo1icyshou1dbeapp1ied.Careabouthote1benefit.应用押金收取的政策。保障酒店利益。A1waysdomorefortheguest.为客人多做PREPAREDBY:起草人MICHAE1ZHENGAPPROVEDBY:MRRAYZHOU批准人POSITION:FOM职位：SIGNATURE/DATE签字/日期：POSITION:FOM职位：SIGNATURE/DATE签字/