國際酒店前廳管理手冊Front Office Reception-RM-FO-GS-11-01Check in a physically chal

1、國際酒店前廳部操作手冊前廳部Front Office前臺服務程序LOCAL STANDARD OPERATING PROCEDURES國際酒店管理資料手冊International Hotel Management Information Manual前臺是展示酒店的形象、服務的起點。對于賓客來說，酒店大堂前臺是接觸我們酒店的第一步，是對酒店的第一印象，是非常重要的。 制定前廳部標準運作程序手冊的目的制訂本手冊是為了說明酒店管理前廳部標準運作的政策和程序，確保前廳部運營及管理工作的一貫性。向前廳部工作人員提供日常工作及培訓的指導。使前廳部員工了解前廳的作用，了解前廳運作及管理的政策和程序。LO

2、CAL STANDARD OPERATING PROCEDURES本地標準操作程序LSOP No.:RM FO GS-11-01Effective Date:Division:Front Office前廳部Revised Date:Section:ReceptionPrepared by : Approved by 批準人:SUBJECT:Check In a Physically Challenged Guest 行動不便的賓客登記入住_OBJECTIVE目的：Physically challenged guests needs must be recognized immediately

3、and adequate assistance offered if required.行動不便客人要求必須滿足，并提供盡可能的幫助。POLICY政策：Show our care & courtesy to physically challenged guest, but do not too over.展示我們對于行動不便客人的關注及禮貌，但應注意應適可而止PROCEDURES 程序： 1. Physically challenged guests usually request special facilities when they make their reservation. On

4、check-in such request must be acknowledged.行動不便的客人在預訂時通常要求特殊設施。在為客人登記時此類要求必須滿足。2. If there is no information in the reservation, discreetly use your own judgment to identify any guest who may appreciate a room with special assist如果客人在預訂時沒有注明任何信息和要求，要充分運用自己的判斷力識別客人是否需要特殊房間設施。并有技巧地向客人推薦殘障人士房間。3. Some

5、disabilities are easily noticed, such as restriction to wheelchair, while others may be subtler, such as blindness of deafness. Some elderly people, though not specifically disabled, may benefit from the use of a room fitted with disabled facilities. Never directly ask a guest if they are disabled.一

6、些行動不便的客人比較容易識別如坐在輪椅中。有些比較隱秘如耳聾客人和失明客人。一些老年人，行動并不是非常不便，但使用殘疾人房間會更方便。千萬不要直接問客人是否有殘疾。4. Normal registration procedure must be followed, and a suitable room selected, and the guest must be advised of the facilities in the room. The Rooms辦公室 with special assistance facilities are located on the 2nd floor

7、 west & east block, which is located in the lower floor按照正常登記程序進行，選擇合適房間，告知客人房間內(nèi)的附加設施。殘疾人房間位于酒店東西區(qū)2樓，位于酒店客房的較低樓層。5. Following registration, the guest must be escorted to the room and the facilities must be explained. An inquiry if there are any special requests that will make the stay more comfortab

8、le must be made.登記完成后，應陪同客人到房間并介紹設施。詢問客人是否需要其它幫助，以便使客人居住更加舒適。6. After the guest has completed the Registration, write“ Special Assistance ” on the registration card, and explain the disabilities. This information must also be entered into the guest profile and a Trace report added in case of emergency and if assistance is needed. Advise the Guest Service GSA and Security of the guests disability immediately after check-in.登記完成后，在登記卡上注明“特殊幫助”以及客人是哪種不便。必須將以上信息輸入客人檔案，并留跟蹤信息以便緊急情況下提供幫助?？腿巳胱『罅⒖掏ㄖe客服務部和保安部對此房間要