Front Office Reception国际酒店前台管理操作程序资料RM-FO-Rec-016 Guest Profile宾客档案

1、国际酒店前厅部操作手册前厅部Front Office前台服务程序国际酒店管理资料手册International Hotel Management Information Manual前台是展示酒店的形象、服务的起点。对于宾客来说，酒店大堂前台是接触我们酒店的第一步，是对酒店的第一印象，是非常重要的。 制定前厅部标准运作程序手册的目的制订本手册是为了说明酒店管理前厅部标准运作的政策和程序，确保前厅部运营及管理工作的一贯性。向前厅部工作人员提供日常工作及培训的指导。使前厅部员工了解前厅的作用，了解前厅运作及管理的政策和程序。LOCAL STANDARD OPERATING PROCEDURES本地

2、标准操作程序LSOP No.:RM FO FD -016Effective Date:Division:Front Office前厅部Revised Date:Section:Reception前台接待员Prepared by : Approved by批准人:SUBJECT:Guest Profile 宾客档案_OBJECTIVE目的：To be able to find an accurate guest information in the Opera system为了能够在电脑系统内准确查找到客人信息POLICY政策：A standard format must be adhered

3、to when entering profile into the system.在为客人建立档案时按照规定的格式输入十分必要。PROCEDURES 程序： 1. To avoid a backlog and to have the system correct as soon as possible, the guest details must be updated in the system as soon as possible following check-in. If there are other guests waiting at the desk, the registra

4、tion cards must be kept in an appropriate place until they can be updated.为保证系统的信息及时准确，客人信息在客人入住后必须及时输入电脑。如果前台同时有其它客人要入住必须妥善保管登记卡，随后再输入电脑。2. When entering the guests name from the reservation or registration form into the Opera system, ensure that the names are correctly entered.当为客人做预订或将登记卡输入电脑时，必须

5、按照以下规定的格式输入电脑。Chinese guest内宾客人Typing Chinese Pinyin by Guest Name in Surname and First Name slot. the leading character should be capitalized. The Chinese character name is request also在客人的姓和名的框里输入客人名字的拼音。注意第一个字母Foreign guest外宾客人Hong Kong and Taiwan guests spell should follow by the certificate, Ch

6、inese Pinyin only update without other spelling, also need guests Chinese name.香港及台湾人必须以香港或客人证件上的拼音输入，大陆拼音是在没有其他的拼写方式的情况下最后采用的。也必须输入中文名Japanese name should be update after the English name for Japanese guest 日本人英语名后要输入中文名3. Check so the departure date given by the guest matches that given at the tim

7、e of reservation.核对客人的实际离店日期是否与电脑内相符。4. Adjust the number of guests if this differs from the original reservation. 输入房间实际居住人数。5. Ensure the guest name is spelt correctly in the system (including the title).客人姓名必须准确(包括客人的称呼)。6. Enter the company name if this is not already on the folio.输入客人的公司名称。7. T

8、ype in the correct address as given by the guest. 输入正确地址。8. Ensure that Travel Agent numbers are in place (if appropriate) for tracking purposes. Also, ensure that routing instruction is put in correctly.标明旅行社凭证号码以便跟进，同时输入分账指令。9. Ensure that method of payment has been given and if necessary change t

9、he payment code.保证获得客人付账方式， 必要时修改付账代码。a) For credit cards, type in the number of the card and the expiry date信用卡要输入号码和有效期。b) For vouchers, ensure details on the voucher correspond with reservation details. The voucher number must be in the hotel remarks field. Ensure the folios are set up correctly

10、for vouchers covering accommodation only or accommodation and breakfast etc. 客人所持的旅行社凭证要和预订一致。并将旅行社凭证号码输入电脑。 按照旅行社凭证所规定的方式安排客人账目，例如旅行社凭证，只付房费或旅行社凭证付房费和早餐费等。c) For company charges, ensure that the account number has been entered by the Finance Department.对于公司付账的客人， 保证事先获得财务部批准。10. Enter the appropria

11、te code for the newspaper that has been requested, if applicable.如条件允许， 将客人喜好的报纸代码输入电脑。11. Edit the special codes if necessary. 如有必要， 修改客人喜好和特殊要求代码。12. The GSA must initial the registration card to indicate that updating in the system has been done.输入结束后宾客服务员要在登记卡上签名。保证登记卡的信息在电脑内已更新。13. It is import

12、ant that all information is entered and is correct, since the Guest Profile, containing the Guest History, will be automatically updated from the guest folio.保证信息的输入和准确十分重要。因为客人档案包含客人的客史记录。电脑会自动根据客人档案更新账单内容。14. Any special requests, complaints, disputes etc. must be recorded in “Remarks” in the Guest Profile, for future reference.客人的特殊要求，投诉，账目争议等必须输入客人档案，以便为今后工作做参考。15. Can not creative a new guest profile when Opera system already has been set up by another associate.不能对已有客史的客人建立新的档案。16. Its everyones responsibility to update the guest profile when you rec