XX五星級酒店前臺接待標(biāo)準(zhǔn)操作流程SOP（中英文對照版）

STANDARD OPERATION PROCEDURE青和錦江標(biāo)準(zhǔn)工作程序STANDARD OPERATION PROCEDURES標(biāo)準(zhǔn)工作程序RECEPTIONIST前臺接待 FRONT DESKSTANDARD OPERATION PROCEDURETask No. Description FD01Awaiting room handling 等候房間FD02Billing instruction handling 賬目說明FD03Blocking rooms for arrivals 房間預(yù)留FD04Bucket check 檢查登記卡FD05Cash deposit collection 收取現(xiàn)金押金FD06Check-in with TA voucher 持旅行社入住卷入住程序FD07Extension stay 處理延住FD08Flight reconfirmation 重復(fù)確認(rèn)機(jī)票FD09Generating report 總報(bào)告FD10Greeting and welcoming guests 問候并歡迎客人FD11Group check in 團(tuán)隊(duì)登記FD12Guest location 客人方位FD13 Handling confidential / screen call request 處理客人保密和篩選電話要求FD14 Handling expected check out 處理預(yù)計(jì)離店客人FD15 Handling guest enquiries and introducing facilities 處理客人查詢并介紹店內(nèi)設(shè)施FD16Handling in-house amenities 處理客人歡迎品FD17Handling late check-out request 處理延遲退房的要求FD18Handling message 處理留言FD19Handling of complaints 處理投訴FD20Handling of guest compliments 處理客人致意FD21Handling wake-up calls requests 處理叫醒電話的要求FD22Key authorization 鑰匙的授權(quán)FD23Lost & Found procedure 失物招領(lǐng)程序FD24Loss of safe deposit box key 保險(xiǎn)箱的鑰匙丟失的處理FD25Maintaining Communication Log Book 使用交班本FD26Preparation for guest arrivals 為客人到達(dá)做好準(zhǔn)備FD27Printing arrival reports and registration cards 打印來客報(bào)告和登記卡FD28Registering a walk-in guest 散客登記FD29Registering guest with confirmed reservation 為確定的預(yù)訂房間的客人登記FD30Room change procedure 調(diào)房程序FD31Safety deposit box 保險(xiǎn)箱服務(wù)FD32Taking reservation 辦理預(yù)定FD33Travel agency voucher 旅行社入住卷DEPARTMENT : Front Desk部門 ：前廳部JOB TITLE : Guest Service Associate職稱 ：前臺職員TASK NO : FD 01號碼 :TASK : Awaiting room handling工作職責(zé) : 等候房間 (1 of 2)EQUIPMENT REQUIRED : Opera Workstation所需設(shè)備 ：工作臺WHAT TO DO工作程序HOW TO DO操作明細(xì)WHY工作目的Register for the guest.為客人登記Search for vacant dirty room.在系統(tǒng)中找空房Ask room controller for room cleaning 請房態(tài)控制員確認(rèn)干凈房間Make registration for the guest according to the registration procedure.為客人登記If vacant clean room is not available immediately, search for vacant dirty room at first and call the Housekeeping to rush rooms.Enough time for cleaning room.如果當(dāng)時沒有干凈空房，首先在系統(tǒng)中找空房臟房，馬上通知客房部打掃。Invite guest for welcome drink by saying: Mr. Mrs. XX, the room we blocked to you is under cleaning, and Housekeeping has been informed for rushing room and it may take about 30 minutes. May I invite you to have a complimentary drink in our Lobby Lounge and I will let you know as soon as the room is available.”邀請客人在大堂酒廊喝一杯免費(fèi)飲料等候，并告知打掃房間大約需要的時間，房間打掃好后馬上通知客人。Let guest have time idea. Show our sincerity to serve guest.Courtesy compensation for guest waiting. Let guest feel our humility.讓客人感受到我們真誠的服務(wù)。PREPARED BY : MICHAEL ZHENG起草人 APPROVED BY : MR RAY ZHOU批準(zhǔn)人 POSITION: FOM職位：SIGNATURE/DATE簽字/日期:POSITION: FOM職位：SIGNATURE/DATE簽字/日期:DEPARTMENT : Front Desk部門 ：前廳部JOB TITLE : Guest Service Associate職稱 ：前臺職員TASK NO : FD 01號碼 :TASK : Awaiting room handling工作職責(zé) : 等候房間 (2 of 2)EQUIPMENT REQUIRED : Opera Workstation所需設(shè)備 ：工作臺WHAT TO DO工作程序HOW TO DO操作明細(xì)WHY工作目的Check and call room controller隨時與房態(tài)員確認(rèn)房間狀況Check in system系統(tǒng)登記Keep monitoring the room status in the computer.在系統(tǒng)中隨時檢查房態(tài)As soon as the room status is changed to the vacant clean, send the room key and welcome booklet to the guest personally. By saying: Mr./Mrs. XX, I am sorry to have kept you waiting. Now the room is ready, the room number is XX. Thank you for your understanding.”Apologize for the waiting and introduce the GSA-Concierge to escort the guest to the room.Check in the room in the system immediately.房間一打掃好后，馬上把鑰匙送給客人，并對客人的等候表示歉意。行李馬上送到客人房間，并在系統(tǒng)中登記入住房間。Get updated room status at first time.在第一時間得到更新的房態(tài)Efficiency service action will let guest feel our sincerity and humility.提供快捷的服務(wù)。Roomconnect with the telephone line. Anticipate guest request.系統(tǒng)登記房間使電話線馬上接通PREPARED BY : MICHAEL ZHENG起草人 APPROVED BY : MR RAY ZHOU批準(zhǔn)人 POSITION: FOM職位：SIGNATURE/DATE簽字/日期:POSITION: FOM職位：SIGNATURE/DATE簽字/日期:DEPARTMENT : Front Desk部門 ：前廳部JOB TITLE : Guest Service Associate職稱 ：前臺職員TASK NO : FD 02號碼 :TASK : Billing instruction handling工作職責(zé) : 賬目說明 ( 1 of 3 )EQUIPMENT REQUIRED : Opera Workstation所需設(shè)備 ：工作臺WHAT TO DO工作程序HOW TO DO操作明細(xì)WHY工作目的Clarify the billing instruction確認(rèn)付賬說明Collect deposit or imprint credit card.收取押金B(yǎng)illing instruction can be clarified as following:Guest A pays for guest B by cash or credit card. Both guests are in different rooms.付賬說明可如下：A客人給B客人付賬。兩個客人在不同房間。Modify A&B guest remarks accordingly if they get room change or early departureA或B客人如有提前離房或換房，需隨時更新其備注Sufficient deposit should be collected or take the imprint of credit card voucher and get enough approval amount for credit card payment which should cover the two rooms estimated consumption.收取足夠押金以確保足夠兩個房間住店期間所發(fā)生的費(fèi)用。Tick on the registration card under: Bill instruction” YES. Note the guest his/her signature is approved to pay guest B s bill. Help the guest A to fill up the following items at the back of the registration.* Guest A tick on “YES” under bill authorization.* Guest B s name and room number* Payment instruction幫助客人填全付款說明書Different handling ways to different billing instruction. Make sure precise service.根據(jù)不同付賬說明采取不同的服務(wù)。Deposit policy should be applied.Care about hotel benefit.應(yīng)用押金收取的政策。保障酒店利益。Always do more for the guest.為客人多做PREPARED BY : MICHAEL ZHENG起草人 APPROVED BY : MR RAY ZHOU批準(zhǔn)人 POSITION: FOM職位：SIGNATURE/DATE簽字/日期:POSITION: FOM職位：SIGNATURE/DATE簽字/日期:DEPARTMENT : Front Desk部門 ：前廳部JOB TITLE : Guest Service Associate職稱 ：前臺職員TASK NO : FD 02號碼 :TASK : Billing instruction handling工作職責(zé) : 賬目說明 ( 2 of 3 )EQUIPMENT REQUIRED : Opera Workstation所需設(shè)備 ：工作臺WHAT TO DO工作程序HOW TO DO操作明細(xì)WHY工作目的Collect deposit收取現(xiàn)金押金Take the imprint credit card刷卡付押金If paid by the credit card, take EDC voucher of the credit card and attach with the guest A s registration card.如果付信用卡做押金，將信用卡授權(quán)卡單附在A客人登記卡后。Non-registered guest A pays for in-house guest B by cash.Collect enough cash deposit from guest A which should cover the estimated consumption of guest B.Politely invited guest A to sign payment authorization form on the Guest Business Card and leave contact telephone No.店外的A客人為住店的B客人付現(xiàn)金押金。收取足夠的現(xiàn)金，請A客人在B客人的登記卡上簽付款授權(quán)書，并留下聯(lián)系電話。Non-registered guest A pays for in-house guest B by credit card.Take the imprint of Guest A s credit card with one blank credit card voucher.Politely invite guest A to sign on the credit card voucher and payment authorization on guest B s registration card.Deposit policy should be applied.Care about hotel benefit.應(yīng)用押金收取的政策。保障酒店利益。PREPARED BY : MICHAEL ZHENG起草人 APPROVED BY : MR RAY ZHOU批準(zhǔn)人 POSITION: FOM職位：SIGNATURE/DATE簽字/日期:POSITION: FOM職位：SIGNATURE/DATE簽字/日期:DEPARTMENT : Front Desk部門 ：前廳部JOB TITLE : Guest Service Associate職稱 ：前臺職員TASK NO : FD 02號碼 :TASK : Billing instruction handling工作職責(zé) : 賬目說明 ( 3 of 3 )EQUIPMENT REQUIRED : Opera Workstation所需設(shè)備 ：工作臺WHAT TO DO工作程序HOW TO DO操作明細(xì)WHY工作目的Make remarks備注店外的A客人為住店的B客人付信用卡作為押金。印空白的信用卡單，請A客人在空白信用卡單上簽字，在B客人的登記卡上簽付款授權(quán)書，并留下聯(lián)系電話。隨后將客人簽過字的空白信用卡簽購單保存在值班經(jīng)理保險(xiǎn)箱，并在系統(tǒng)中做備注提醒員工。Write down the notice on the registration card and key in the notice in the system like, P/B outside Mr. A VISA#4500XXXX, voucher in DM Safe #123”在登記卡上填全付款說明并根據(jù)情況寫明備注，并在系統(tǒng)中做相應(yīng)的注明。To alert other GSA.Keep consistent service is one point of Xxx Hotel Hospitality.提醒員工注意。PREPARED BY : MICHAEL ZHENG起草人 APPROVED BY : MR RAY ZHOU批準(zhǔn)人 POSITION: FOM職位：SIGNATURE/DATE簽字/日期:POSITION: FOM職位：SIGNATURE/DATE簽字/日期:DEPARTMENT:Front Desk部門 :前廳部JOB TITLE: Guest Service Associate職稱 ：前臺職員TASK NO :FD 03號碼 :TASK : Block rooms for arrivals (page 1 of 3)工作職責(zé) : 房間預(yù)留EQUIPMENT REQUIRED : Opera Workstation所需設(shè)備 ：工作臺WHAT TO DO工作程序HOW TO DO操作明細(xì)WHY工作目的Block rooms priori to the guests who have special requests ie: connecting room, cornor room etc.預(yù)留VIP房間。Block rooms for early arrivals.為早到的客人預(yù)留房間Let room controller block rooms for VIP one day before. Block rooms from the reservation screen using in Opera to search for the desired room type.由Room controller為VIP提前一天預(yù)留房間。在Opera內(nèi)使用 從預(yù)定屏中預(yù)留房間，以尋求所需房間的類型。Block only vacant clean room for early arrivals.為早到的客人預(yù)留干凈的空房間。Inform relevant departments for the various amenities requested. For example, flowers and fruits basket.通知有關(guān)部門提供所需的各種歡迎品。例如,鮮花，果籃。Input DNC” in the instruction field in reservation screen for staff special attention.在預(yù)定屏備注欄輸入 DNC 以提請員工注意。As far as possible, block vacant clean rooms one day before.盡可能提早一天預(yù)留干凈空房。To ensure that VIP guests have their priority room blockage so that specific needs will be met as well as to block the best rooms for them.確保VIP客人享有預(yù)留房間的優(yōu)先權(quán)，以便滿足其具體需求并為其預(yù)留最好的房間。We will ensure our procedures are customer friendly and easy for the customer and staff.我們要保證我們的服務(wù)程序有益于客人并方便員工。To allow each departments to take the necessary actions to prepare the room for the guest.讓每一個部門采取必要的舉措為客人準(zhǔn)備好房間。To alert everyone that the room blocked should not be changed because items may have been placed in the room.提醒各位：因?yàn)榉块g內(nèi)各項(xiàng)備品已放置，所以不可更換。To ensure that the rooms are ready check-in immediately when guests arrive early.確保當(dāng)客人較早到達(dá)時可以立即登記入住。PREPARED BY : MICHAEL ZHENG起草人 APPROVED BY : MR JAME XI批準(zhǔn)人 POSITION: FOM職位：SIGNATURE/DATE簽字/日期:POSITON: GM職位SIGNATURE/DATE簽字/日期:DEPARTMENT: Front Desk部門 : 前廳部JOB TITLE: Guest Service Associate職稱 ：前臺職員TASK NO : FD 03號碼 :TASK : Block rooms for arrivals (page 2 of3)工作職責(zé) : 房間預(yù)留EQUIPMENT REQUIRED: Opera Workstation所需設(shè)備 ：工作臺WHAT TO DO工作程序HOW TO DO操作明細(xì)WHY工作目的Block rooms with no arrival times.為未知抵達(dá)時間的客人預(yù)留房間。Block rooms with other (know) arrival times.為其他已知抵達(dá)時間的客人預(yù)留房間。If vacant dirty rooms are blocked, inform housekeeping immediately providing them with the expected time of arrivals.如預(yù)留的空房未清潔，立即通知客房部，以使他們在客人到達(dá)的預(yù)計(jì)時間內(nèi)做好準(zhǔn)備。Block vacant clean rooms first for on day arrival.先在當(dāng)日預(yù)留干凈的空房。If not available, block vacant dirty rooms and inform housekeeping immediately, providing them with the expected time of arrivals.如果沒有干凈的空房，則預(yù)留未清潔的空房并立即通知客房部，以使他們在客人到達(dá)的預(yù)定時間內(nèi)做好準(zhǔn)備。Use discredtion and take note of expected arrival times when blocking dirty rooms.謹(jǐn)慎處理，當(dāng)預(yù)留未清潔房間時，記載客人到達(dá)的預(yù)計(jì)時間Inform housekeeping about each room blocked and the expected arrival times.通知客房部關(guān)于每一間已預(yù)留的房間和客人抵達(dá)的預(yù)計(jì)時間。So that housekeeping can clean these rooms first in order to ensure that the rooms are ready for the guest to check in.客房部首先將這些房間清潔，以確保為登記的客人預(yù)先準(zhǔn)備好房間。Guest may check n at any time.客人可以隨時登記住房。So that housekeeping can clean these rooms first in order to ensure that the rooms are ready for the guest to check in.以使客房部首先將這些房間清潔，以確保為登記的客人預(yù)先準(zhǔn)備好房間。So that vacant clean rooms may be available for any walk-ins.以便使任何走進(jìn)來的客人均有可用的干凈空房間。In order for housekeeping to schedule the maids to clean the rooms according to the arrival times.以便客房部根據(jù)抵達(dá)時間安排服務(wù)員打掃房間。PREPARED BY : MICHAEL ZHENG起草人 APPROVED BY : MR RAY ZHOU批準(zhǔn)人 POSITION: FOM職位：SIGNATURE/DATE簽字/日期:POSITON: GM職位SIGNATURE/DATE簽字/日期:DEPARTMENT : Front Desk部門 ：前廳部JOB TITLE: Guest Service Associate職稱 ：前臺職員TASK NO : FD 03號碼 :TASK : Block rooms for arrivals (page 3 of 3)工作職責(zé) : 房間預(yù)留EQUIPMENT REQUIRED: Opera Workstation所需設(shè)備 : 工作臺WHAT TO DO工作程序HOW TO DO操作明細(xì)WHY工作目的Block back to back rooms.預(yù)留尚未退房的房間。Block rooms for elderly guests or disabled guest.為年老的客人或殘疾客人預(yù)留房間。Block rooms for single female executives.為單身的女商人預(yù)留房間。Do so only s a last resort. Use this method for very late arrival; But allow sufficient time for housekeeping to clean the rooms, taking into consideration the time for them to end their shift只有在別無選擇時才如此，用于特別推遲抵達(dá)的客人，給與客房部充足的時間以打掃房間，充分考慮到他們完成工作的時間。Block rooms on lower floors as well as near to elevator and emergency exits.預(yù)留房間在低樓層，靠近電梯和緊急安全出口。Block handicapped rooms.為殘疾客人優(yōu)先預(yù)留殘疾房。Block rooms without connecting doors unless specifically requested.除非特殊要求，否則預(yù)留無連通門的房間。Current guest in the room may extend stay or have an unexpected delayed check out.目前住在客房內(nèi)的客人可能延長居留時間或推遲退房結(jié)賬。For easy exit in the event of emergencies as well as for guest抯 convenience.可以方便客人在緊急事件中容易進(jìn)出安全出口。A connecting door in the room of a single female executive may be perceived as an element of insecurity for them; as well as to prevent the unlikely event of someone else opening the connecting door accidentally.單身女商人住在有連通門的房間被視為非安全因素。也已防止有偶然打開連通門而發(fā)生不愉快事件。We will do more for the customer in every customer contact.要利用每次同客人接觸的機(jī)會為客人提供超前的服務(wù)。PREPARED BY : MICHAEL ZHENG起草人 APPROVED BY : MR RAY ZHOU批準(zhǔn)人 POSITION: FOM職位：SIGNATURE/DATE簽字/日期:POSITON: GM職位SIGNATURE/DATE簽字/日期:DEPARTMENT : Front Desk部門 ：前廳部JOB TITLE : Guest Service Associate職稱 ：前臺職員TASK NO : FD04號碼 :TASK : Bucket check工作職責(zé) : 檢查登記卡EQUIPMENT REQUIRED : Opera Workstation所需設(shè)備 ：工作臺WHAT TO DO工作程序HOW TO DO操作明細(xì)WHY工作目的To print in house report打印住店客人報(bào)表Checking bucket against in house report.按報(bào)表檢查登記卡Verify and correct all guest details.證實(shí)所有客人細(xì)節(jié)Leave note to Team Leader.留交班記錄給次日領(lǐng)班。Use the computer and generate the printing by the overnight shift GSA.夜班員工使用電腦打印出報(bào)表。Using the in house report, check each registration card with the in house rooming report.使用住店客人報(bào)告與所有登記卡一一對照檢查。Check each registration card against guest folio.Details such as:a. number of paxb. Rate and rate code c. Billing instructions根據(jù)客人檔案核查每一份登記卡如：人數(shù)；房價和房價代碼；賬目說明等。Sort out all room discrepancy, correct all wrong key-in information , before closing the system date.在夜審前，修改所有錯誤信息。If there is something not solved,Leave the details note regarding those mistakes (if has) to the next day Team Leader.Team Leader will do the follow up.將錯誤的細(xì)節(jié)留給次日領(lǐng)班，以便繼續(xù)跟進(jìn)。For reference.供參考。To ensure that all in house registration cards available and are placed accordingly in the bucket by room number. Take care of guest information.確保所有登記卡根據(jù)房號次序放置在登記卡盒中，無一遺漏。并確認(rèn)報(bào)表中和登記卡中客人信息相符。To ensure accuracy of record so as to provide precise service.確保紀(jì)錄的準(zhǔn)確性。Proper shift hand over.良好的交班制。PREPARED BY : MICHAEL ZHENG起草人 APPROVED BY : MR RAY ZHOU批準(zhǔn)人 POSITION:FOM職位：SIGNATURE/DATE簽字/日期:POSITON: GM職位SIGNATURE/DATE簽字/日期:DEPARTMENT : Front Desk部門 ：前廳部JOB TITLE : Guest Service Associate職稱 ：前臺職員TASK NO : FD 05號碼 :TASK : Cash deposit collection工作職責(zé) : 收取現(xiàn)金押金 ( 1 of 3 )EQUIPMENT REQUIRED : Opera Workstation所需設(shè)備 ：工作臺WHAT TO DO工作程序HOW TO DO操作明細(xì)WHY工作目的Calculate amount of deposit.計(jì)算押金額Tell guest deposit amount告知客人總額Receive money from guest.收取現(xiàn)金Calculate amount of deposit accurately, amount of deposit should cover the room charge during guest staying and estimated miscellaneous consumption.Formula is: Room rate per night x total room nights x 1.5 = total amount of deposit.根據(jù)公式計(jì)算客人在店期間預(yù)計(jì)消費(fèi)的額度：房費(fèi)*入住天*1.5 ( 注：此為參考數(shù)據(jù)，會根據(jù)房價面確定收取押金額)If guest pay deposit for extension, ask for estimated departure date before calculate deposit.如果客人為延住付押金，確定延住天數(shù)。Politely tell guest deposit amount we should collect by saying: Mr./Mrs. XX, would yo