Front Office Reception国际酒店前台管理操作程序资料RM-FO-Rec-013 Group Check in会员入住

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 -013Effective Date:Division:Front Office前厅部Revised Date:Section:Reception前台接待员Prepared by : Approved by批准人:SUBJECT:Group Check-in 会员入住_OBJECTIVE目的：Ensure group guest experience an efficiency arrival experience upon their arrival.确保团队客人抵店时体验快速入住。POLICY政策：Group rooms must be ar

3、range the vacant inspected rooms in Opera prior to group arrival.团队房间必须在团队预抵前准备完毕。PROCEDURES 程序： 1. GSO on duty must check that all rooms allocated for the groups are vacant inspected prior to the group arrival.当班主管必须在团队预抵前确认房间为可售房态。2. A copy of the rooming list to be given to the Concierge to deliv

4、er luggage ASAP on arrival.团队抵达后，复印团队名单给礼宾部以保证及时送达行李。3. Check-in to be in an efficient and professional manner. Keys and key packet, together with the group check in sheet, group room list and the group 团队登记必须高效专业。事先将团队房间的钥匙装入团队卡套，准备团队日程表，团队订单和团队房号表放在一起。4. The arriving group must be met and welcomed

5、 by the Sales Coordinator or GSM, and provided with some general information about the hotel services, facilities and special promotions etc.团队要由销售部的团队协调员或宾客服务经理问候。提供团队必要的酒店服务，设施和推广计划信息。5. Coordinate and reconfirm the following with the Tour Leader/ Organizer :与领队/组织者再次确认下列信息：- Group Name or Group C

6、ode团队名称或团队代码- Number of rooms and room type 客房数量及房间类型- Number of Guests 宾客人数- Payment of group付费方式- Length of stay 入住房晚- The Charge for cancellation/no show/early departure/extend stay对于订房的取消/未到店/提前退房/延住的收费6. Once confirmed, will hand over the keys to Tour Leader/Organizer for distribution. 一旦确认后，宾客

7、服务员会把钥匙转交给领队以便团队钥匙分发。7. After issue the keys to Tour Leader/Organizer, must check in the group in the computer system immediately.当钥匙分发给领队/组织者后，必须立即在电脑系统中对团队办理入住。8. Tour Leader/Organizer will give a group room list and confirm below information to GSA, and must sign on the Group Check In Sheet.领队/组织

8、者需要给前台团队的分房表，并要与前台确认如下信息以及在团队日程表上签字- Meal arrangements & Times用餐安排及时间- Morning Call Requirements 叫早时间- Baggage Collection Time 出行李时间- Departure Time团队离店时间- The contact number of Tour Leader/Organizer领队/组织者的联系号码9. Concierge must be advised of any room changes immediately to ensure luggage is delivere

9、d to the correct rooms.如果房间有变动必须立刻通知礼宾部，保证行李的准确发送。10. Any vouchers must be collected from the Tour Leader.收取团队领队转交的旅行社凭证。11. If there is a payment voucher, photocopy this and attach it to the Group Folder, to be put with group folio on check-out. Then post it in the master folio and attach the origi

10、nal to Financial Department immediately.如果有付款凭证必须复印放入团队信息夹中，以便团队结帐时备查。同时在团队主单中入账并将付款凭证原稿交给财务部收帐。12. Print a rooming list, check-in group rooming list without the room rate showing must be provided to the Group Leader for their reference. And complete the Group Check In Sheet write following instruct

11、ions:打印团队房间报表，并给团队领队打印没有房间价格的团队房间名单。同时完成团队日程表上的各项内容，内容包括：- Room number and Tour Leader/Organizers room number.团队房间号码及领队、组织者的房间号码- Contact number of Tour Leader/Organizer if available.领队、组织者的联系号码。- Special requests and remarks团队特殊要求和备注13. Distribute to relevant Outlets F&B / HSKP/ Service Command Centre / Concierge.分发给相关部门，餐饮部/管家部宾客服务中心/礼宾部。14. Ensure all the detail registration information are correct, especially some speci