國際酒店前廳操作手冊-SOP Rec 18 Maintaining Communication Logbook

1、Standard Operation Procedures / Front Desk 前廳部標(biāo)準(zhǔn)操作程序/前臺前廳部Front Office前臺服務(wù)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(wù)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(biāo)準(zhǔn)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(biāo)準(zhǔn)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

2、供日常工作及培訓(xùn)的指導(dǎo)。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。DEPARTMENT部門: Front Office前廳部JOB TITLE職務(wù): Receptionist前臺接待TASK NO任務(wù)編號: 18TASK任務(wù): Maintaining Communication LogbookEQUIPMENT REQUIRED: Communication logbook WHAT TO DO要做什么HOW TO DO如何去做WHY為什么Reading communicationFollow upStandard locationAcknowledgmentTo read

3、communication logbook first thing when you come on duty.Write down things at front desk note that are needed to be done, e.g. to keep eye on foreign currency case orto follow up with a guest complaint case.Agree to place the communication logbook at a designated location.After reading the communicat

4、ion logbook, initial at the bottom. After completing a follow up, indicate that it has been done. By writing the work done.Be aware of some important information or ease which need following up. Ensure consistent service.So that action can be taken.Convenient and easier access. Provide superior service from every detail.To be able to tell at a glance how many have read.Good communication will provide excellent service at first time, every time.Keep communication.PREPARED BY: APPROVED BY: DESIGNATIONFront Office ManagerSIGNATURE/DATE 簽名/日期DESIGNATIONSIGNA