國(guó)際酒店前廳操作手冊(cè)-SOP Rec 25 Handling Guest Location Request

1、Standard Operation Procedures / Front Desk 前廳部標(biāo)準(zhǔn)操作程序/前臺(tái)前廳部Front Office前臺(tái)服務(wù)程序LOCAL STANDARD OPERATING PROCEDURES國(guó)際酒店管理資料手冊(cè)International Hotel Management Information Manual前臺(tái)是展示酒店的形象、服務(wù)的起點(diǎn)。對(duì)于賓客來(lái)說(shuō)，酒店大堂前臺(tái)是接觸我們酒店的第一步，是對(duì)酒店的第一印象，是非常重要的。 制定前廳部標(biāo)準(zhǔn)運(yùn)作程序手冊(cè)的目的制訂本手冊(cè)是為了說(shuō)明酒店管理前廳部標(biāo)準(zhǔn)運(yùn)作的政策和程序，確保前廳部運(yùn)營(yíng)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(yùn)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(tái)接待TASK NO任務(wù)編號(hào): 25TASK任務(wù): Handling Guest Location Request (Page 1 of 2) EQUIPMENT REQUIRED: Fidelio terminalWHAT TO DO要做什么HOW TO DO如何去做WHY為什么Greeting the guest when the guest approaches the reception cou

3、nter.Check in the computer.Take down guests notice.Offer further assistance.Call telephone operator.Saying: “Good morning, Mr./Mrs. XX, may I help you?”Upon the guest request for location service, politely inquire guests name and room number and confirm in the computer.Politely ask guest for the loc

4、ation place or contacting telephone number and note down on the location form which should include:n Hotel outletsn Blank place for noting down outside place or telephone numberPolitely ask the guest when he/she will return.Repeat the details to the guest.If guest there is no confirmed time when he/

5、she comes back, tell guest by saying: “Mr./Mrs. XX, when you come back, would you please call us to cancel this message?”Tell guest this message will be passed to his/her friend “Mr./Mrs. XX, well tell your friend where you are and how to contact you or well put through your friends telephone number

6、.”Check if anything else we can do for guest. If no, thank guest to finish the talking with guest.Inform telephone operator of the location notice immediately.Request operator to repeat the details.To create a good impression to the guest.To ensure the guest is in houseguest and room number is corre

7、ct. Correct guest information can assist us to provide precise service.For record.To cancel guest location on time. Guarantee our consistent service.To ensure to get clears and full information. Ensure precise service is provided.Alert guest to provide time to let guest feel our care for him/her.Mak

8、e guest feel we are reliable expresses our helpful service to guest.Always remember to do more for guest.Avoid forgetting the notice. Use teamwork to process consistent service.To ensure operator gets clears and full information.PREPARED BY: APPROVED BY: DESIGNATIONFront Office ManagerSIGNATURE/DATE

9、 簽名/日期DESIGNATIONSIGNATURE/DATE 簽名/日期DEPARTMENT部門: Front Office前廳部JOB TITLE職務(wù): Receptionist前臺(tái)接待TASK NO任務(wù)編號(hào): 25TASK任務(wù): Handling Guest Location Request (Page 2 of 2) EQUIPMENT REQUIRED: Fidelio terminalWHAT TO DO要做什么HOW TO DO如何去做WHY為什么Key in notice in the computerCancel the location notice.Politely in

10、quire the operators name.Keep the location form in the key rack and key in the notice in the computer cancellation time if any. If no specific time, put it TBA.At the designated cancellation time, call guestroom to confirm if the guest has returned or not. If yes, cancel the location notice in the computer and file the location notice form.If the guest has not returned, keep contacting guestroom till guest comes back or get further notice.For future trace.To alert other receptionist to provide consistent service at every time.Follow up