某大厦酒店前台接待实务

STANDARD OPERATION PROCEDURES标准工作程序RECEPTIONIST前台接待FRONT DESKSTANDARD OPERATION PROCEDURETask No. Description FD01Awaiting room handling 等候房间FD02Billing instruction handling 账目说明FD03Blocking rooms for arrivals 房间预留FD04Bucket check 检查登记卡FD05Cash deposit collection 收取现金押金FD06Check-in with TA voucher 持旅行社入住卷入住程序FD07Extension stay 处理延住FD08Flight reconfirmation 重复确认机票FD09Generating report 总报告FD10Greeting and welcoming guests 问候并欢迎客人FD11Group check in 团队登记FD12Guest location 客人方位FD13 Handling confidential / screen call request 处理客人保密和筛选电话要求FD14 Handling expected check out 处理预计离店客人FD15 Handling guest enquiries and introducing facilities 处理客人查询并介绍店内设施FD16Handling in-house amenities 处理客人欢迎品FD17Handling late check-out request 处理延迟退房的要求FD18Handling message 处理留言FD19Handling of complaints 处理投诉FD20Handling of guest compliments 处理客人致意FD21Handling wake-up calls requests 处理叫醒电话的要求FD22Key authorization 钥匙的授权FD23Lost & Found procedure 失物招领程序FD24Loss of safe deposit box key 保险箱的钥匙丢失的处理FD25Maintaining Communication Log Book 使用交班本FD26Preparation for guest arrivals 为客人到达做好准备FD27Printing arrival reports and registration cards 打印来客报告和登记卡FD28Registering a walk-in guest 散客登记FD29Registering guest with confirmed reservation 为确定的预订房间的客人登记FD30Room change procedure 调房程序FD31Safety deposit box 保险箱服务FD32Taking reservation 办理预定FD33Travel agency voucher 旅行社入住卷DEPARTMENT : Front Desk部门 ：前厅部JOB TITLE : Guest Service Associate职称 ：前台职员TASK NO : FD 01号码 :TASK : Awaiting room handling工作职责 : 等候房间 (1 of 2)EQUIPMENT REQUIRED : Opera Workstation所需设备 ：工作台WHAT TO DO工作程序HOW TO DO操作明细WHY工作目的Register for the guest.为客人登记Search for vacant dirty room.在系统中找空房Ask room controller for room cleaning 请房态控制员确认干净房间Make registration for the guest according to the registration procedure.为客人登记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.如果当时没有干净空房，首先在系统中找空房脏房，马上通知客房部打扫。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.”邀请客人在大堂酒廊喝一杯免费饮料等候，并告知打扫房间大约需要的时间，房间打扫好后马上通知客人。Let guest have time idea. Show our sincerity to serve guest.Courtesy compensation for guest waiting. Let guest feel our humility.让客人感受到我们真诚的服务。PREPARED BY : MICHAEL ZHENG起草人 APPROVED BY : MR RAY ZHOU批准人 POSITION: FOM职位：SIGNATURE/DATE签字/日期:POSITION: FOM职位：SIGNATURE/DATE签字/日期:DEPARTMENT : Front Desk部门 ：前厅部JOB TITLE : Guest Service Associate职称 ：前台职员TASK NO : FD 01号码 :TASK : Awaiting room handling工作职责 : 等候房间 (2 of 2)EQUIPMENT REQUIRED : Opera Workstation所需设备 ：工作台WHAT TO DO工作程序HOW TO DO操作明细WHY工作目的Check and call room controller随时与房态员确认房间状况Check in system系统登记Keep monitoring the room status in the computer.在系统中随时检查房态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.房间一打扫好后，马上把钥匙送给客人，并对客人的等候表示歉意。行李马上送到客人房间，并在系统中登记入住房间。Get updated room status at first time.在第一时间得到更新的房态Efficiency service action will let guest feel our sincerity and humility.提供快捷的服务。Roomconnect with the telephone line. Anticipate guest request.系统登记房间使电话线马上接通PREPARED BY : MICHAEL ZHENG起草人 APPROVED BY : MR RAY ZHOU批准人 POSITION: FOM职位：SIGNATURE/DATE签字/日期:POSITION: FOM职位：SIGNATURE/DATE签字/日期:DEPARTMENT : Front Desk部门 ：前厅部JOB TITLE : Guest Service Associate职称 ：前台职员TASK NO : FD 02号码 :TASK : Billing instruction handling工作职责 : 账目说明 ( 1 of 3 )EQUIPMENT REQUIRED : Opera Workstation所需设备 ：工作台WHAT TO DO工作程序HOW TO DO操作明细WHY工作目的Clarify the billing instruction确认付账说明Collect deposit or imprint credit card.收取押金Billing instruction can be clarified as following:Guest A pays for guest B by cash or credit card. Both guests are in different rooms.付账说明可如下：A客人给B客人付账。两个客人在不同房间。Modify A&B guest remarks accordingly if they get room change or early departureA或B客人如有提前离房或换房，需随时更新其备注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.收取足够押金以确保足够两个房间住店期间所发生的费用。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帮助客人填全付款说明书Different handling ways to different billing instruction. Make sure precise service.根据不同付账说明采取不同的服务。Deposit policy should be applied.Care about hotel benefit.应用押金收取的政策。保障酒店利益。Always do more for the guest.为客人多做PREPARED BY : MICHAEL ZHENG起草人 APPROVED BY : MR RAY ZHOU批准人 POSITION: FOM职位：SIGNATURE/DATE签字/日期:POSITION: FOM职位：SIGNATURE/DATE签字/日期:DEPARTMENT : Front Desk部门 ：前厅部JOB TITLE : Guest Service Associate职称 ：前台职员TASK NO : FD 02号码 :TASK : Billing instruction handling工作职责 : 账目说明 ( 2 of 3 )EQUIPMENT REQUIRED : Opera Workstation所需设备 ：工作台WHAT TO DO工作程序HOW TO DO操作明细WHY工作目的Collect deposit收取现金押金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，将信用卡授权卡单附在A客人登记卡后。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客人为住店的B客人付现金押金。收取足够的现金，请A客人在B客人的登记卡上签付款授权书，并留下联系电话。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.应用押金收取的政策。保障酒店利益。PREPARED BY : MICHAEL ZHENG起草人 APPROVED BY : MR RAY ZHOU批准人 POSITION: FOM职位：SIGNATURE/DATE签字/日期:POSITION: FOM职位：SIGNATURE/DATE签字/日期:DEPARTMENT : Front Desk部门 ：前厅部JOB TITLE : Guest Service Associate职称 ：前台职员TASK NO : FD 02号码 :TASK : Billing instruction handling工作职责 : 账目说明 ( 3 of 3 )EQUIPMENT REQUIRED : Opera Workstation所需设备 ：工作台WHAT TO DO工作程序HOW TO DO操作明细WHY工作目的Make remarks备注店外的A客人为住店的B客人付信用卡作为押金。印空白的信用卡单，请A客人在空白信用卡单上签字，在B客人的登记卡上签付款授权书，并留下联系电话。随后将客人签过字的空白信用卡签购单保存在值班经理保险箱，并在系统中做备注提醒员工。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”在登记卡上填全付款说明并根据情况写明备注，并在系统中做相应的注明。To alert other GSA.Keep consistent service is one point of Xxx Hotel Hospitality.提醒员工注意。PREPARED BY : MICHAEL ZHENG起草人 APPROVED BY : MR RAY ZHOU批准人 POSITION: FOM职位：SIGNATURE/DATE签字/日期:POSITION: FOM职位：SIGNATURE/DATE签字/日期:DEPARTMENT:Front Desk部门 :前厅部JOB TITLE: Guest Service Associate职称 ：前台职员TASK NO :FD 03号码 :TASK : Block rooms for arrivals (page 1 of 3)工作职责 : 房间预留EQUIPMENT REQUIRED : Opera Workstation所需设备 ：工作台WHAT TO DO工作程序HOW TO DO操作明细WHY工作目的Block rooms priori to the guests who have special requests ie: connecting room, cornor room etc.预留VIP房间。Block rooms for early arrivals.为早到的客人预留房间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为VIP提前一天预留房间。在Opera内使用 从预定屏中预留房间，以寻求所需房间的类型。Block only vacant clean room for early arrivals.为早到的客人预留干净的空房间。Inform relevant departments for the various amenities requested. For example, flowers and fruits basket.通知有关部门提供所需的各种欢迎品。例如,鲜花，果篮。Input DNC” in the instruction field in reservation screen for staff special attention.在预定屏备注栏输入 DNC 以提请员工注意。As far as possible, block vacant clean rooms one day before.尽可能提早一天预留干净空房。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.确保VIP客人享有预留房间的优先权，以便满足其具体需求并为其预留最好的房间。We will ensure our procedures are customer friendly and easy for the customer and staff.我们要保证我们的服务程序有益于客人并方便员工。To allow each departments to take the necessary actions to prepare the room for the guest.让每一个部门采取必要的举措为客人准备好房间。To alert everyone that the room blocked should not be changed because items may have been placed in the room.提醒各位：因为房间内各项备品已放置，所以不可更换。To ensure that the rooms are ready check-in immediately when guests arrive early.确保当客人较早到达时可以立即登记入住。PREPARED BY : MICHAEL ZHENG起草人 APPROVED BY : MR JAME XI批准人 POSITION: FOM职位：SIGNATURE/DATE签字/日期:POSITON: GM职位SIGNATURE/DATE签字/日期:DEPARTMENT: Front Desk部门 : 前厅部JOB TITLE: Guest Service Associate职称 ：前台职员TASK NO : FD 03号码 :TASK : Block rooms for arrivals (page 2 of3)工作职责 : 房间预留EQUIPMENT REQUIRED: Opera Workstation所需设备 ：工作台WHAT TO DO工作程序HOW TO DO操作明细WHY工作目的Block rooms with no arrival times.为未知抵达时间的客人预留房间。Block rooms with other (know) arrival times.为其他已知抵达时间的客人预留房间。If vacant dirty rooms are blocked, inform housekeeping immediately providing them with the expected time of arrivals.如预留的空房未清洁，立即通知客房部，以使他们在客人到达的预计时间内做好准备。Block vacant clean rooms first for on day arrival.先在当日预留干净的空房。If not available, block vacant dirty rooms and inform housekeeping immediately, providing them with the expected time of arrivals.如果没有干净的空房，则预留未清洁的空房并立即通知客房部，以使他们在客人到达的预定时间内做好准备。Use discredtion and take note of expected arrival times when blocking dirty rooms.谨慎处理，当预留未清洁房间时，记载客人到达的预计时间Inform housekeeping about each room blocked and the expected arrival times.通知客房部关于每一间已预留的房间和客人抵达的预计时间。So that housekeeping can clean these rooms first in order to ensure that the rooms are ready for the guest to check in.客房部首先将这些房间清洁，以确保为登记的客人预先准备好房间。Guest may check n at any time.客人可以随时登记住房。So that housekeeping can clean these rooms first in order to ensure that the rooms are ready for the guest to check in.以使客房部首先将这些房间清洁，以确保为登记的客人预先准备好房间。So that vacant clean rooms may be available for any walk-ins.以便使任何走进来的客人均有可用的干净空房间。In order for housekeeping to schedule the maids to clean the rooms according to the arrival times.以便客房部根据抵达时间安排服务员打扫房间。PREPARED BY : MICHAEL ZHENG起草人 APPROVED BY : MR RAY ZHOU批准人 POSITION: FOM职位：SIGNATURE/DATE签字/日期:POSITON: GM职位SIGNATURE/DATE签字/日期:DEPARTMENT : Front Desk部门 ：前厅部JOB TITLE: Guest Service Associate职称 ：前台职员TASK NO : FD 03号码 :TASK : Block rooms for arrivals (page 3 of 3)工作职责 : 房间预留EQUIPMENT REQUIRED: Opera Workstation所需设备 : 工作台WHAT TO DO工作程序HOW TO DO操作明细WHY工作目的Block back to back rooms.预留尚未退房的房间。Block rooms for elderly guests or disabled guest.为年老的客人或残疾客人预留房间。Block rooms for single female executives.为单身的女商人预留房间。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只有在别无选择时才如此，用于特别推迟抵达的客人，给与客房部充足的时间以打扫房间，充分考虑到他们完成工作的时间。Block rooms on lower floors as well as near to elevator and emergency exits.预留房间在低楼层，靠近电梯和紧急安全出口。Block handicapped rooms.为残疾客人优先预留残疾房。Block rooms without connecting doors unless specifically requested.除非特殊要求，否则预留无连通门的房间。Current guest in the room may extend stay or have an unexpected delayed check out.目前住在客房内的客人可能延长居留时间或推迟退房结账。For easy exit in the event of emergencies as well as for guest抯 convenience.可以方便客人在紧急事件中容易进出安全出口。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.单身女商人住在有连通门的房间被视为非安全因素。也已防止有偶然打开连通门而发生不愉快事件。We will do more for the customer in every customer contact.要利用每次同客人接触的机会为客人提供超前的服务。PREPARED BY : MICHAEL ZHENG起草人 APPROVED BY : MR RAY ZHOU批准人 POSITION: FOM职位：SIGNATURE/DATE签字/日期:POSITON: GM职位SIGNATURE/DATE签字/日期:DEPARTMENT : Front Desk部门 ：前厅部JOB TITLE : Guest Service Associate职称 ：前台职员TASK NO : FD04号码 :TASK : Bucket check工作职责 : 检查登记卡EQUIPMENT REQUIRED : Opera Workstation所需设备 ：工作台WHAT TO DO工作程序HOW TO DO操作明细WHY工作目的To print in house report打印住店客人报表Checking bucket against in house report.按报表检查登记卡Verify and correct all guest details.证实所有客人细节Leave note to Team Leader.留交班记录给次日领班。Use the computer and generate the printing by the overnight shift GSA.夜班员工使用电脑打印出报表。Using the in house report, check each registration card with the in house rooming report.使用住店客人报告与所有登记卡一一对照检查。Check each registration card against guest folio.Details such as:a. number of paxb. Rate and rate code c. Billing instructions根据客人档案核查每一份登记卡如：人数；房价和房价代码；账目说明等。Sort out all room discrepancy, correct all wrong key-in information , before closing the system date.在夜审前，修改所有错误信息。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.将错误的细节留给次日领班，以便继续跟进。For reference.供参考。To ensure that all in house registration cards available and are placed accordingly in the bucket by room number. Take care of guest information.确保所有登记卡根据房号次序放置在登记卡盒中，无一遗漏。并确认报表中和登记卡中客人信息相符。To ensure accuracy of record so as to provide precise service.确保纪录的准确性。Proper shift hand over.良好的交班制。PREPARED BY : MICHAEL ZHENG起草人 APPROVED BY : MR RAY ZHOU批准人 POSITION:FOM职位：SIGNATURE/DATE签字/日期:POSITON: GM职位SIGNATURE/DATE签字/日期:DEPARTMENT : Front Desk部门 ：前厅部JOB TITLE : Guest Service Associate职称 ：前台职员TASK NO : FD 05号码 :TASK : Cash deposit collection工作职责 : 收取现金押金 ( 1 of 3 )EQUIPMENT REQUIRED : Opera Workstation所需设备 ：工作台WHAT TO DO工作程序HOW TO DO操作明细WHY工作目的Calculate amount of deposit.计算押金额Tell guest deposit amount告知客人总额Receive money from guest.收取现金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.根据公式计算客人在店期间预计消费的额度：房费*入住天*1.5 ( 注：此为参考数据，会根据房价面确定收取押金额)If guest pay deposit for extension, ask for estimated departure date before calculate deposit.如果客人为延住付押金，确定延住天数。Politely tell guest deposit amount we should collect by saying: Mr./Mrs. XX, would you please pay RMB XX as dep