酒店前廳前臺接待服務(wù)手冊 GSA-006 Computer input 在電腦里錄入客人資料

1、前廳前臺接待服務(wù)手冊國際酒店前廳部服務(wù)程序Front Office 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。 Resor

2、t Changbaishan Changbaishan SuitesHOTEL度假酒店HOTEL套房假日酒店P(guān)olicy Number 序號:GSA/P&P-D006Effective Date 實施日期 :Policy & ProcedureFront Desk制度和程序Supercedes No. 廢止號 :Prepared By 制定人 :Front Office Mgr.前廳部經(jīng)理Computer Input for Guest Information在電腦里錄入客人資料Approved By 批準人: General Manager總經(jīng)理Distribute to分發(fā):Front D

3、eskPage 3 of 2Objective 目標:To ensure guests check in information is 100% correct.確?？腿说娜胱⌒畔俜种僬_。Procedures 程序: Once all registration procedures with the guest have been completed, GSA must ensure that the computer check in is completed within minutes of the guest leaving the reception desk, and all

4、 information is checked and corrected as necessary.當客人所有的登記程序完成后，前臺要確保在客人離開前臺時電腦要做入住。確保所有信息盡可能正確。1. The GSA must ensure that all required information has been received and recorded on the registration cards before the guest leaves the Front Desk,在客人離開前臺前，前臺要確保所有登記單上的信息填寫完整。2. Select the reservation

5、menu by entering the personal code, the relevant reservation will be chosen.輸入個人密碼選擇預(yù)定菜單，選擇相應(yīng)的預(yù)定。3. Check that the correct room number is displayed. If the room has been altered the receptionist should enter the correct room number. Note: any share with reservations must also be changed.檢查房間號是否正確。入股

6、房號更改了應(yīng)該輸入正確的房間號碼。注意：合住的預(yù)定也要更改。4. The information on registration card must be entered into computer no later than 10 minutes after the guests check in.客人辦理入住后不超過10分鐘要把登記單上的資料錄入電腦。5. If many guests are arriving at the same time, GSA should convert the Reservation Status into Check In Status when thei

7、r registrations are completed, and as well as for walk-in guests. All the guests detailed information will be updated into computer later.如果有很多客人同時到達，當?shù)怯泦翁顚懲昵芭_應(yīng)該更改預(yù)定狀態(tài)到入住狀態(tài)。無預(yù)定的客人也是一樣。所有客人的詳細資料稍后再錄入電腦。6. Ensure to entering the correct information on the method of payment by selecting the accurate co

8、de, I.e.: CA for Cash, AX for American Express.確保付款方式選擇正確的代碼。CA代表現(xiàn)金，AX代表美國運通卡。7. Double check if the guest is in a “check in” status in the computer.再次核對電腦，客人是否已經(jīng)是入住狀態(tài)。8. The registration card should be filed in the guest file and PSB registration card stored ready for input to the PSB later.登記單要放到客

9、人檔案處，PSB登記單要準備好稍后要輸入PSB信息。9. Ensure to input all guest information into computer for recording updated guest information and guest history.確保所有客人的信息都錄入電腦并記錄客人歷史資料。酒店管理手冊前廳、客房、餐廳、人事、保安、工程、營銷、行政、總經(jīng)辦開業(yè)、入職、招聘、設(shè)計、程序、標準、SOP附件：酒店各部門組織架構(gòu)總經(jīng)理辦公室:GM 人力資源部:HR 財務(wù)部:FN 銷售部:S&M餐飲部:F&B 前廳部:FO客房部:HSKP 工程部:ENG 保安部:SEC

10、 康樂部:ENT 市場傳訊部MC酒店各職位英文縮寫B(tài)oard Chairman (Director) 董事長GM-GENERAL MANAGER 總經(jīng)理 DGM-DUTY GENERAL MANAGER 副總 DOR-DIRECTOR OF ROOMS 客務(wù)部總監(jiān) AM-ASSISTANT MANAGER 大堂經(jīng)理 FO-FRONT OFFICE 前廳部DOM-DIRECTOR OF SALES&MARKETING 銷售部總監(jiān) FOM-FRONT OFFICE MANAGER 前廳部經(jīng)理 F&B-FOOD&BEVERAGE 餐飲部 CON-CONCIERGE 禮賓部 BC-BUSINESS CENTER 商務(wù)中心 ENG-ENGINEERING 工程部 HR-HUMAN RESOURCES 人力資源部FN-FINANCIAL